Having used your facilities on previous holidays I trusted your service and used you again, however on this occasion the service received fell exceedingly short of our expectations. Having booked from 11.30am I appreciate your terms and conditions are '3 hour stay' which is fine. On checking in at 12.15pm we were advised that our flight was to be 'at the moment 2 hours delayed', by a very unsympathetic receptionist. My first thought was that we would be able to pay extra which we were prepared to do and stay until flight was ready, asking the somewhat unhelpful receptionist this proved to be a challenge for her, she simply barked 'that's not how it works you will have to come back after your 3 hours'. Whilst in the lounge staff appeared to struggled to keep up with demand for snacks and sandwiches leaving customers queuing for great lengths of time, this is not a relaxing way to start any holiday, and for the amount of people in very poor management. Twice whilst we were sat eating/relaxing a gentleman, with clipboard in hand, came to remind us of our expected leaving time from the lounge, which I feel to be excessive and quite rude, I feel had my husband and myself been rude, shouting miss using the facilities or suchlike then fine but we were not. Our experience of you facilities did not relax us and send us on our way feeling refreshed and happy but disgruntled and annoyed.