I must say I was disappointed with the overall experience of the lounge at Heathrow T5. This experience should be the relaxing start to the holiday, but this time it was not. We arrived at the lounge to find a que of 5 couples waiting to enter and told that the lounge was full. We asked how this was possible as we had booked to enter, but unfortunately, we were told it was just full, although it was clear that the lounge was taking on the day payments for use of the Spa, which also gave them seating in the lounge. This was at the expense of those who had already paid. After complaining several times over a 15min period and told that we had booked the incorrect time (even though we had not), we were given two seat by the entrance way which were not clean. After siting there for a further 10 mins we were moved again when someone left. On the positive the food and beverages were good and the staff inside the lounge where very helpful, but the experience for the first 30mins put a sour note on the start of the holiday.