We booked Clubrooms through Gatwick and turned up on the day of our flight only to be greeted with no record of our booking. As we received no confirmation email, we showed the payment leaving the bank account the day before, but were told that was not sufficient (which I understand). However, we then asked how we could contact to help resolve the situation, we received a horrifically rude response from the Team Leader in an aggressive manner to my pregnant wife. Eventually, after back and forth, we were given a number to call which had no option to speak with customer service, so were left without lounge access and a payment of £92 out of our bank. Since then, we have emailed Clubrooms repeatedly and they will not acknowledge our emails so have no other option but to share our poor experience through reviews. We hope this at least highlights some of the issues, should it happen to anyone else. Interestingly, we were travelling out for a wedding and another couple had the exact same experience with Clubrooms of no booking despite payment and were greeted with the same response, albeit a few days before us.

Even though I had pre-booked on No1 lounge website (at £6 pp)and had an email showing my pre booking reference I was initially denied access because DragonPass had not done their bit! Took 30 mins to reluctantly agree to accommodate us in a small lounge with a very limited choice of food very curry dominated! Considering my guests were paying £24 a head it was really not worth the money.

Really want to thank Mo at Birmingham No1 Lounge for his excellent service and amazing drinks! Really went above and beyond and made our experience amazing. Will be back in a weeks time! Please pass this onto Mo!

Niravkumar, once again was wonderful and accommodated us, which was truly appreciated! We had a long flight ahead of us and having dinner before we boarded that was really important! Nirav continues to be a superb ambassador for No. 1 Lounge, with his charming welcoming smile and attitude! It was very nice to see him again and we absolutely look forward to seeing him again soon! Keep up the great work, Nirav and thank you from the bottom of our hearts!

I had to cancel my booked lounge & rebook, as the flights were changed. I contacted no 1 as I wasn’t sure how to do it Wow..What a quick response! Maisie Allman was so helpful 😊 All sorted quickly & easily

First & foremost Maisie Allman is an absolute star & 100% a credit to No1 lounges! Maisie was so helpful, so respectful & so fast with what she did to help me out on such short notice switching my lounge booking from LGW to LHR due to a change in circumstances. So Maisie to you a BILLION thank yous! Without you would have been sitting around twiddling my thumbs waiting for the time to pass on uncomfortable chairs. The lounge staff at T3 LHR were great as well. I didn't catch her name properly but the lady that was working there when I got in at 08:15am on 19th Sept (her name starts with T), was great, so politely I'm going to call her Miss T, ran through the lounge process, recognised that my cast & crutches may cause an issue, but if they did let her know, & organised for the Special Assistance staff to know exactly where to find me when they came round to pick me up. Miss T checked up on me at several points during my visit making sure I was OK, if I needed anything extra etc. The food was good, restocked during my visit (breakfast timeframe), so there was always bacon, beans, hashbrowns out. The drinks options were nice both hot/cold, juices/soft drinks/alcoholic (bit too early for me to start on the vodka but was tempted)!

Very disappointed with experience. Food was below average and some cold. Selection was poor with no vegan option or American style pancakes available. Felt cramped and staff clearing up failed to register you when thanked. Felt cramped and seating no better than in the the terminal.

My husband and I booked and paid for the No.1 lounge a few days before we went on our honeymoon in 2023. When we checked in at the airport, we received a voucher for free access to the No.1 lounge. When we got to reception, we explained to the receptionist that we had already booked and paid for access but received a voucher. We asked if we could have a refund but was told we needed to send an email explaining what has happened and they will be able to help. When we returned from our honeymoon, I sent an email to explain and asked for either a refund or a credit note. My email was responded to very quickly and was told that I could rebook another time and that I had 2 years until it run out. 18 months later, I rebooked another holiday and emailed No.1 lounge asking if I could now use my credit note. Again, my email was responded to very quickly and with ease! I received a email with a new booking confirmation. Shout out to Sabina for all of her help and quick responses. I have no hesitation in highly recommending No.1 lounge. Not only is their ‘behind the scenes’ customer service top notch, but their actual lounge is lovely too! It’s peaceful with plenty of places to sit. It’s nice and relaxing if you want to get away from the hustle and bustle of the airport. Thank you No.1 lounge. You have a customer for life!

Oh dear. 9pm flight so pre-booked lounge in good faith and as shown on booking confirmation for 5pm..required to be at departure gate at 8...arrirved 40 minutes early for booking time to be told we can enter lounge at 6pm or 5pm if we pay additional £25...abrupt and unfriendly service agent. Don't be fooled by the headline 3 hr booking, you'll only get 2 hours use of lounge and if you pay for 2 hours you'll get 1...pointless and expensive. Should have believed the negative reviews. Don't do it. We can get refund "voucher" so also pointless as won't be using again. Update after vanilla response. My specific issue is clear in the post, rude reception staff and misleading advertised time allowed to use lounge, you'll never get 3 hours so it really is not worth it. Additionally the lounge is tatty, has incredibly limited choice and wasn't particularly clean (especially loos). Bar staff great and pleasant waiting staff but don't waste your time and money here.

Jamie Brown was quick and easy to deal with when I had a query about booking lounge passes for my family. Within minutes he had sorted by issue and sent me passes electronically.