This lounge gets an average rating from me, based largely on it's size. Given the fact that it is housed in terminal 5 (the largest free standing building in the United Kingdom) and the amount if people travelling though the terminal, the lounge is mind-bogglingly small. The most it can cater for is a total of 80 cutomers at a time and I am being generous. It appears to have been designed for single, couples and business travellers and definitely not families (who are also people wishing to get away from the nightmare of the main terminals). There is a lot of wasted space devoted to a handful of individual pods, that once occupied, never become vacant. It is not comfortable, there is only ONE sofa, so if you are a party of three or more you'll be either crammed around one of the SIX round tables designed for two or sharing the low level arm chairs also arranged for couples. That said, there are booths designed for multiple travellers, but there are only TWO of them! On the plus side the staff are amazingly friendly and efficient, and the food is excellent. If I could rate based solely on the staff and food it would be 5 stars. However, I must say I find it hard to understand why this poor design and lack of comprehensive market research into customer requirements, should have led to this wholy inadequate room! That people are not travelling enough to build up silver or gold lounge access memberships or that families chose to fly economy (£3,460 for our family of three...economy?!????) doesn't mean that we don't require a level of calm in relaxing surroundings when travelling. Which is why booking and paying £30 each to use a lounge should mean one has spacious relaxing experience, which unfortunately we didn't get. I don't usually write such in depth reviews but I do travel regularly (albeit economy) so I frequently use paid for lounges and I have to say this one, given it's location was an unfortunate surprise.