I had pre booked and pre paid I had travelled from New Zealand I paid £35 When I got to the desk I was told by a very harassed man that the lounge was full and I couldn't come in I explained I had pre paid he said you better come in then I wanted a shower I had to pay an extra £20 for this The shower was ok however I do not understand why it cost so much When I went into the lounge there was no lounge seats available I had to sit at a bar type affair where you could plug in devices The lounge was clearly new there was boxes needing to be unpacked The food was uninspiring the menu promised online did not represent the actual offering I think the way I was treated in the first instance affected my view of my experience I pay $400 a year for Koru membership, I travel a lot and have lounge access in all major airports On arrival in Heathrow I didn't have any lounge access as I was now domestic waiting for a flight to Manchester I paid $110 for 1 hour which if I had revicieved good customer service and been able to sit somewhere comfortable would have been acceptable I wish you well in your endeavours and hope my feedback is useful