Plaza Premium Group Opiniones 

Absolutely awful experience at Plaza Premium Lounge, Heathrow Terminal 5. I pre‑booked and paid £12 and was genuinely embarrassed bringing a guest with me.

On arrival there was no seating, so we had to wait several minutes while they continued letting walk‑ins queue up (around 20 people), despite the lounge already being overcrowded.

Once inside, it was like walking through a busy cattle market. Completely jam‑packed, people sitting on the floor, luggage everywhere, and moving around felt like an obstacle course. It was so cramped that I had to step over bags and even people just to reach the food.

To make matters worse, one bar staff member was rude. I simply asked for my drink without ice, and after he made it incorrectly he mumbled something under his breath in a different language. When I asked what he said, he snapped “what?” in a rude tone. Only when another man stepped in did he suddenly change his behaviour.

This lounge prioritises money over customer experience by cramming in as many people as possible. Nothing about this was “premium”.

I will never book this lounge again.

Was soll in dem Hotel Premium sein ,ausser die gehaltenen Preise fie nicht annähernd gerechtfertigt sind.

I wish I had seen these reviews before. Just stayed at the Gatwick Plaza departure lounge and it was disgraceful. Even more the customer services were worse. Will not take any responsibility for breakfast not being prepared in time and a broken drinks machine - we had to ask for a drink! Never use this lounge !! It’s disgraceful and the worst one we have ever visited. Shame on you Gatwick!

Avoid! I have had a Priority Pass for more than 25 years. The lounges affiliated with Priority Pass used to be superb, everything a lounge experience should be. Always very comfortable with plenty of room and good food options. Now, the Heathrow T5 lounges are appalling. I regularly can’t find a seat, the food is barely edible and the bar service is sloppy. Club Aspire is no better. Priority Pass and Amex need to find a new partner.

Hong Kong premium plaza Lounge l, near gate 35, is clean and quiet but it’s quiet for a reason! The food selection is terrible. There was a limited selection of local breakfast items only. Only cornflakes, cold sausages, and toast. Although you can find boiled eggs and shredded fried egg in the laksa noodles, there was no fried eggs for some reason. Despite the helpful staff trying to be courteous, they were unable to bring anything that might resemble an international breakfast at an international lounge. Paying $35usd for a coffee and cold sausages. Don’t waste your money, unless you like poor quality local food.

Turkish Airlines Lounge EDINBURGH

VERY DISAPPOINTING!

We are frequent flyer and like to start off our holiday in the lounge.
Paid almost £300 for a family of six. food wasn't great 2 choices definitely not the lavish spread of food advertising in the video for the new lounge, no food for kids, £4.50 for bottled beer.

Family room was a joke a few puzzles on a wall and it wasn't clean.

A complete waste of money avoid at all costs.

I have travelled from London to Sydney and decided to use Plaza Premium so that I would be able to use the lounge and shower facilities - the facilities were overcrowded in London, Singapore and Sydney. There were signs saying that they were at full capacity, even though I had booked, and there was a 45-minute wait for a shower, which meant that I had no time between the flights. The facilities were not premium, and the staff were overwhelmed while the customers were overwhelmed. I would never use this again, and I believe that they oversell the quality and facilities. If you want a premium lounge, do not use these services, and I complain that they have not refunded my money.

I got a LaunchPass for 45 SGD. When I entered the launch (Plaza Premium in Changi T1) staff refused to grant complementary shower as booked by the terms and conditions. I had to show my booking confirmation e-mail for a refund to fix the problem. Maybe there is a communication problem in the logistic chain somewhere. Please fix that.
Thanks

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Lost my AirPods Pro at Plaza Premium Lounge (FCO). The staff repeatedly stated that no item was found, however the device is still actively tracked via Find My to a residential address near the airport in Fiumicino.

This clearly contradicts the lounge’s stated lost property procedures, as the item was not transferred to Lost & Found.

Despite multiple follow-ups and providing this information, no meaningful investigation appears to have been conducted.

Very disappointing experience for a premium lounge service

PreBooked the lounge recently at T5 Heathrow, when we got there it was rammed. Nowhere to sit but they were still letting none bookings in making an awful experience even worse. I doubt the area could be complying with any fire or H&S requirements. Utterly disorganised and gave the impression of only focused on making money. We left after 20 minutes as the noise, being shoulder to shoulder with so many other people and long queues for food or drinks made it such an unpleasant experience. My advice would be not to book this lounge and go to one of the others available at the terminal. DO NOT USE or book through Holiday Extras as it’s a total rip off.

When I check the eligibility of my card, on plaza premium website, it says I am eligible, when I got there they said I was not!
As I was at the door, then I decided to pay! It does not worth 10% of what they charge! Lots of frozen cheap food, with extremely limited offer! It was certainly the worst lounge I ever been!
When I complaint about the fact their website was saying my card was eligible, they try to blame on the card, several e mails back and forth, but they never mention on give me back what I paid and also never admitted the information on their site is not reliable

It is simply the worst airport lounge I have ever experienced.

It was filthy, the food was dodgy en the service was lacklustre.

It is overcrowded with large sections of “reserved” seats that are simply never used.

The toilets were dirty.

We used the Plaza Premium lounge at Heathrow Terminal 5 in the early afternoon. It was extremely crowded. We had to stand for 15 minutes to get a seat. There were standing customers throughout our stay, so much so it was difficult to move around the lounge at times. It was more chaotic in the lounge than in the terminal outside. The lounge resembled a hospital accident and emergency department, on a bad day.

Every member of staff disinterested.

Hot food was tasteless. The chicken dish was made of chicken chunks in a thick 'sauce' and resembled cat food. Pizza like cardboard. Poor selection of deserts and cheese. Some dishes not promptly replenished when they ran out.

Slow bar service. Only one member of staff most of the time in spite of the crowd.

The impression is that the lounge management just want to take customers money and cram as many as possible in, with no concern for the quality of their experience.

We complained to Plaza Premium. They apologised but consistently offered no other redress. They claimed the lounge was offering the full range of services, as if overcrowding, slow service and inedible food represents a 'full range' of lounge service. They also stated that as we were told the lounge was busy when we arrived, Plaza Premium were not to blame for our poor experience. They take neither responsibility or accountability for this terrible lounge.

AWFUL the photos speak for themselves but unfortunately there’s no option to upload but they are bad!
I complained to the company and after getting accused of staying longer than my allotted time (I promise I left way before)
They then said that was incorrect but thanks for the feedback!
I paid £85 and will be disputing this payment as the company has failed to even try to resolve and in fact just made it worse! 0/10

I made enquiries before attending the Plaza Premium Lounge to check what vegan options would be available. Yes, there were some items but they were of a poor standard, lacked flavour, and were nowhere near what you’d expect from somewhere calling itself “premium.”

The service on the day was poor, and the customer service afterwards has been even worse. I’ve sent multiple emails over almost two weeks, and every reply has been a template or holding message. There’s been no proper apology, no goodwill gesture, and no real accountability.

Their final response on 13 October 2025 was dismissive and repeated the same scripted explanation. It completely ignored the fact that the food was tasteless, the staff were unhelpful, and the experience was far below the standard advertised.

If you’re vegan or expect genuine premium service, I would strongly advise looking elsewhere. Plaza Premium might use the word “premium” in its name, but in reality, it’s poor quality, poor service, and poor value for money.

Booked the Plaza premium Gatwick. Payment was taken out three times. Eventually got hold of customer service who said it was their mistake and they would refund the other two payments. They said I would have to pay a refund fee to get my money back. I protested but they still charged me.

If I could give a zero I would. Lounge in terminal 5 Heathrow. I’m there now. It’s absolutely packed and the food really isn’t great. I booked the lounge to relax before the flight - it’s busier in here than elsewhere. Still letting more people in. I wouldn’t bother to book if I were you!

Heathrow lounge is small and grubby.
The bar counter appears not have been wiped down all day, spilt drinks, dirty dishes.
Food Yong’s are dirty or missing so people are putting their hands into containers.
It is no busier than a branded airline lounge which nine times out of ten are very well presented, even when crowded.
There isn’t an excuse for this low standard.
People are still permitted to buy an entry even when the lounge is full and there aren’t any seats.
Save your money, stay in the terminal or go to a bar and have one drink for less than the price of entry - and you won’t be jammed like a sardine into a tiny space with people bumping you at every point.

We booked the lounge for our honeymoon trip. Flight was scheduled for 15:20 and lounge access would have been available from 12. We arrived at 13:30 some table were not cleared up, it was pretty busy and we found a spot tucked away. The food buffet sounded an amazing option and we were quite excited BUT when we went there there was no plates and there was barely any food and what was on offer did not look appealing. The cider we wanted wasn’t included either.
We decided to leave as this was very disappointing and not as described on the website.
We complained and requested a refund. Apparently our slot was 12….?! We booked a 3hour lounge stay?…. Apparently food was replenished 15 seconds after we left? Oh they checked their CCTV to confirm our story….
Spending £88 is not worth it. You are better off using one of the restaurants!! Very disappointing!!!

Systematically overcrowded, no seats available. Management has a policy to keep accepting paying walkin clients to maximise money, whilst members have a terribly poor experience and cannot sit for hours.
Bathrooms are filthy, both male and female, and when speaking to staff they mention that staff is on break. No solution. Only an excuse.
Extremely poor quality, hygiene….
An absolute disgrace!