the first issue is that there wasn't any seating available. It wasn't packed - the problem was that people were either sprawled across the few sofas that you had or used seating as a place to store their bags! The staff didn't seem to care at all. The choice of refreshments was also very limited. I suppose mainly because the lounge is so small and awkwardly located you have no room? Four items constituted what hot food you had on offer. I had to keep returning as the serving dishes were empty the first few times I attempted to get something to eat - Very disappointing. The staff would silently go from table to table cleaning up and began cleaning the small table we managed to get while we were still eating! This made me feel like I was in their way. There was no smile and no response when I offered a 'good morning'. Hen my wife attempted to get a drink from the bar there were no bar staff. She waited approx 5 minutes before managing to flag down a staff member who were basically ignoring her. We have used other lounges, notably at Stansted airport where we enjoyed a newspaper etc and used other facilities. There were none here. You have the cheek to charge a lot extra for spa facilities so it felt like there were two tiers of payment required to use all your facilities. This was not advertised. For the money I paid (£70 odd for two of us) I managed to get a sausage roll, a couple of cups of tea and a cola. We left well before our flight was called.