plazapremiumlounge.com Reviews 

At first they refused to give me access to the lounge I paid for because it was 'full'. then after I went in I realized it was the dirtiest, grossest lounge I've ever seen. Do not come here. Broken tables, dirty dishes everywhere, dirty coffee counter, out f service coffee machine, dilapidated bathrooms. I contacted Premium group for a refund, they approved a refund and made me contact Dragonpass to get it, Dragonpass made me contact trip.com Trip refused to give me a refund because they have a two week complaint policy. The issue being it took many weeks for Plaza group to answer my case to start with. I received zero assistance, zero refund and had my time wasted.

plaza premium lounge Dubai, Even though it is located in Terminal 3, where our connecting flight was located it took about 40 mins to get to the lounge. Was difficult to find a chair to sit and the choice of seating where not that comfortable and the lounge was not quiet. The food choices were limited. You are actually better off sitting in the main concourse as a lot of seats are reclined. Waste of £40.

My party and I visited the Plaza Premium Lounge at Heathrow Terminal 5 on 16 October 2025, and the experience was extremely disappointing and unacceptable. Having paid to enter the lounge, I expected a clean, comfortable, and well-managed environment. Unfortunately, what I encountered was the complete opposite.

Upon arrival, there were no available seats, and many tables were left dirty and uncleared. The lounge felt chaotic and poorly maintained. The food area was messy, with unappetising presentation and little attention to hygiene.

The most disturbing part of the visit was witnessing a mouse running across the floor in the reserved area. This is a serious health and safety concern that should never occur in a so-called “premium” facility.

When I reported the issue to staff, the staff member seemed unbothered; I was told a manager would come to speak with me, no one ever did. The complete lack of accountability and customer service only added to an already unpleasant experience.

For a lounge that markets itself as a premium, relaxing space, the conditions were utterly unacceptable. I have requested a full refund and expect Plaza Premium Lounge management to take immediate action to address hygiene and pest control.

I would strongly advise travellers to avoid this lounge until significant improvements are made to cleanliness, customer service, and overall management.

I've submitted an official complaint and now await a response.

Terminal 5 Heathrow. Appalling lounge! Over crowded with queues of people trying to get in. Once inside had no place to sit. Should you get to sit, the food was horrible, pet food is probably better. Really a waste of time and money - go spend half the money in another eatery with plenty of space and choice of quality food.

Don't bother. Long queues. Horrible staff. Keep away

Total waste of money. Was at Heathrow T5
Basically like a breakfast morning hotel buffet. Food was OK but I thought I was paying for a quiet place to relax before my flight. It was as busy as the rest of the airport. Everyone around seemed to get table service but we didn't.
You couldn't easily move around to get your food or drinks as the place was crowded.
Save your money and go to the Gordon Ramsey place, where you will get table service and it will cost you half. Alternatively, you can go to the Weatherspoons.

Dreadful experience - complete waste of money and feel that we should be refunded - far too many people jammed in - literally no room between tables and people queuing for seats. Food choice was dreadful and cold. Dishes not filled up - staff seemed over-whelmed by the situation

Poor food , poor service . I really feel ripped off by the price that I was charged. The food was appalling and it was freezing cold . No replenishment of cutlery a number of customers had to ask for it . My advice is don’t book in there eat in the airport eateries or perhaps the new escape lounge !

I spent six hours at the Plaza Premium Lounge in London Heathrow Terminal 5 on 8 September 2025, and unfortunately the experience was very disappointing considering I paid over €100 for access plus extra hours.

The staff at the entrance were unfriendly and unhelpful, making the check-in process confusing.

The Wi-Fi did not work, which meant I couldn’t do my planned work and had to use my own data at roaming cost.

The lounge itself wasn’t clean, the food was below standard, and the air conditioning wasn’t functioning properly.

Overall, this was far below the standard I would expect from a paid premium lounge.

Arrived at the lounge in Edinburgh after the entry fee they had the hard neck to try and charge £4:50 for a bottle of Corona. Only had poretti on draught ( in one mouthful glasses ) the food was crap and not presented well at all definitely was not worth the cash and won't be using it again

The operator of this lounge prioritises REVENUE MAXIMISATION at the cost of CUSTOMER COMFORT!

If you’ve ever wondered what it feels like to pay £45 for the privilege of standing awkwardly next to strangers while eyeing tables like a hawk during an eBay bidding war, boy do I have the lounge for you.

I visited this lounge at the very start of the summer holidays in Terminal 5. As I stood in the queue to get in, I noticed something alarming: for every one person leaving the lounge, about twelve were being let in. It was less “lounge” and more “uncontrolled human flood.”

Upon entry, we were greeted by the sight of every single table occupied and a congregation of tired travellers clinging to the hope that someone – anyone – might get up and leave. It was like being in a waiting room… except the waiting room was inside the actual place you paid to relax in. The word “Premium” felt more like a punchline at this point. I had to wait about 30 minutes for a table — which, in lounge time, is basically the same as a long-haul flight to nowhere. Thanks to the inspired decision to ignore capacity limits entirely, groups were being split up everywhere.

Look – when I go to a lounge, I want to unwind, not prepare for battle. I shouldn’t have to be in an unspoken competition with other travellers to secure a seat like it’s an Olympic sport.

Inside, things remained…cosy. And by cosy, I mean tightly packed to the point where the chairs outside at the airport gates were more spacious. Irony.

The selection of food was...okay. There were some noodles with various toppings. Towards the end of my stay, they even bought out Pizza, which was a plus.

The dessert selection was much better: brownies, jelly w/ custard, chocolate muffins, etc.

The drinks selection was very plentiful, with various wines available for free too (which were actually quite tasty)!

One genuine positive: the staff were friendly, helpful, and clearly doing their best in the face of what I can only describe as a logistical nightmare. Credit where it’s due – they were the most premium part of this “Premium” lounge.

Out of all the airport lounges I’ve been to — and I’ve been to quite a few, including the ones at Luton — this one easily takes the crown for “Most Disappointing Lounge Experience.”. It’s genuinely baffling that Plaza Premium Lounge is allowed to represent Heathrow, the UK’s flagship airport.

Also, random side thought: it’s genuinely hilarious that they call themselves “Premium.” Premium what, exactly? Premium overcrowding? Premium queuing? Premium disappointment? The only thing that felt exclusive was the chance to sit down — and even that was more of a lottery than a guarantee.

I wished I done more research before hand!
Using Gatwick north Plaza lounge - I went for this as it advertised kids zone.
Which can only be described as a holding pen and a tv inside. With a few battered up bean bags.

The food choices were poor, soft drink choices water or fizzy drinks. No juice choices. Hot drinks again no.
Food quality we arrived around 12pm fish finger sandwiches or pizza slices were option for hot food the server was extremely rude and stand offish about how many slices to give. After getting our young two children there pizza slices then me and my husband going back up for our food. Was questioned we already had slices of pizza. Not that we had to explain but said they were for our children. She wanted us to prove this!
No pastries out - crumbs of a left over chocolate cake. Salad bar if you could call it that looked dried up. Poor poor choices
Cleaning staff were cleaning up around our table whilst eating brooms under your feet, my children were sat on a next to us. They were being well behaved opening up their magazines and looking at the toys included in these. The cleaner was gathering up the rubbish bits and separating the toys out of the magazine. Whilst my children were sitting there, my 6 year old came over to us and was tearful as she thought the lady was throwing her things away.

They hadn’t made a mess, just opened up their magazines sitting and looking at their items. We would have cleaned up afterwards on us leaving. But no it was done whilst sitting there, the Lounge wasn’t busy at all plenty of tables chairs around.
To top this off the lounge itself was absolutely unbearably hot. The heat of the room with no air conditioning or airflow you was sweating. People were leaving to go buy hand held fans.

I went for this particular Lounge as it gave impression of a family friendly atmosphere.
This was our first time as a family of four using a lounge. I will not be returning to the plaza with children or without. I would rather go to others I’ve used prior.

This was a waste of time and money and never felt so unwelcome to be some where on edge with cleaning up around you and poor quality products on offer

I arrived at Plaza Premium Lounge, T4 at Heathrow. I am a HSBC World Elite card holder and have used many lounges worldwide.
Today they are totally overwhelmed with customers and making them join a digital queue. The staff are telling customers all different waiting times ranging from 5 minutes to an hour. The staff are poorly trained and the lounge disorganised. I will now consider if I continue to use this premium card service with HSBC. They had also turned away customers that have paid online.

I wish I'd read the reviews beforehand. Visited T5. Food seemed cheap and poor quality. No vegetarian alternatives (e.g. veggie sausages). No pastries available. Chairs all rammed together so you feel just as squashed up as in the main terminal area. Not a relaxing environment at all. Absolutely not worth the admission price.

UPDATE: I wrote to them to express my disappointment. Their response took two weeks and stated that I had been escorted to a reserved seat and didn't complain at the time, so "we won't be looking to refund you". I wasn't escorted to a reserved seat, and I hadn't asked for a refund. There was no apology or discussion of the issues I did raise. This gives me no faith whatsoever that they are open to any form of feedback. It would also suggest that other customers should complain vociferously at the time if you do want a refund.

I had a fly from London Gatwick North and I went to Plaza Lounge - the regular one - to spend my pre flight time. When I arrived I was informed in case I did not have a pre-booking - which would cost 45 GBP- I had to wait around 20 min to get in on the Lounge, even if the Lounge was not busy - it was pretty free. The situation makes me feel like they are obligating their customers to pay for the lounge and blocking the credit card access, which is really rude and I would say bad faith. At the Lounge they asked to join an Online Queue to get access and wait, after I spent 20 min at the lounge door the hostess told me, “You are here for a long time, you can get in now”, she didnt use the queue app, what shows they are using the pre-booking situation to pressure people to pay for the lounge and ignore the card benefits.

Tokyo Haneda airport, worst lounge.
Only cup noodles and rice with plain curry. The hot dish just mix veggies and fried noodles. Occasionally there are chicken nuggets. The only good things is Haggendaz ice cream. I would not even pay $10 for this kind of food.

Heathrow terminal 5. 10th March, 9 am.
Absolutely appealing lounge. Food was very poor quality with minimal choice. We choose the lounge so we could sit down, and guess what, we spent the whole time stood up, trying to eat food from a plate. Booked in for 3 hours, after an hour it was even more crowded, so we left. Never again, please avoid this lounge. As you can see from other unhappy customers, the management do not care, as they have never respond to these complaints.

The lounge design is excellent, and the food is also of a high standard—everything looks stylish and refined. However, the overall impression is spoiled by the behavior of the staff responsible for clearing food and servicing the area. They talk loudly among themselves from across the lounge, giving the impression that they are at home and we are merely guests, when it should be the other way around. In a business lounge, one expects peace, comfort, and premium service, but here, one feels uncomfortable. It would be great if the management took note of this and worked with the staff to ensure their behavior aligns with the level of service that is advertised.

Awful,Orlando Plaza Premium,the worst Airport Lounge I have had the misfortune to visit.Rundown,scruffy,crowded,awful food ridiculous lack of rest rooms.The only saving grace is a decent bar and nice staff.If it is complimentary to your ticket it is still unacceptable,if you pay 53 dollars,it is a total rip off!!

My partner and I are travelling on a lifetime trip - we booked the lounge to relax before our long haul flights, on arrival at the lounge, after our 1st drink, we were informed their was no gin left, obviously we were disappointed, at this point we were told it was no longer a gin bar, we were not informed of the change when we booked or we would have not proceeded with this, we will not be booking this again as it’s gin we drink, Gordon’s gin will be available in a few weeks time.