We used the Heatrow Terminal 5 Lounge. Despite arriving at an off-peak time ( (11.00am) seating availability was very restricted. This problem was further compounded as, despite assurances when we booked, that priority would be given to pre-booked customers , we saw at least a dozen potential customers ahead of us in the queue who had not booked, being allowed access by paying at the door . I suppose we were lucky to eventually have grabbed a couple of seats that were being vacated, as the overcrowding had become much worse when we left about 1.5 hours later. As we left, we again witnessed people being able to purchase access at the entrance, even thoughthey probably would not have been able to find any seats free. Why the management do this when there is obviously already an overcrowding problem in the lounge, can only be ascribed to greed and complete indiference to customer satisfaction, as well as contravening their descriptions on the website. Food was okay(ish) but very restricted choice and not replenished regularly enough. Drink choice and service okay but long-ish wait to be served at bar due to numbers in lounge. If you are desperate to get out of the main airport concourse, then go ahead and use this lounge. Don't bother to book, it's pointless as anyone is allowed in at the door and you don't get any preferential treatment. My advice would be to go and use one of the cafe / restaurants instead, at least you'll get a seat there.