I was looking forward to arriving at the lounge after a 13 hour flight - I had a 7 hour layover at Heathrow so I was desperate to rest before the next flight. I arrived at the reception area to be looked up and down by the woman manning the desk. I don't even think I got a 'hello' before I was asked if I knew about the dress code. I was wearing a pair of navy cotton trousers and a blue and white striped tshirt. I wore a pair of white Birkenstock shoes. I was told I was dressed in 'sportswear' and that I wouldn't be allowed access to the lounge. I argued that I had just come from a long flight and so obviously would be wearing comfortable clothes. The woman then called the duty manager to see if I was dressed ok to be allowed access. This was embarrassing and degrading. I had no sports wear or logos on my clothes, I had open toe sandals due to the bad swelling I get on long haul flights. The attitude was disgraceful. I had enquired by email days previously to one of your staff to whether a shower was included in the £29.99 which I was told it was. I have kept this email correspondence. On the day I was told it as not included and would be an extra £20. Ridiculous. Also there are no bathroom facilities in the lounge - I had to head back into the terminal. Despite knowing I was tired after a long haul flight and the lounge being almost empty when I finally got in, I was not told about your 'pods' so I could rest. Your staff really need to be trained in customer care. The food inside was ok. I would not recommend this or book again, not worth the money and I was insulted by your staff.