When we arrived at the lounge stairs there was a queue coming down the stairs. We joined the queue and were in it for 15 minutes at the back while a person at the front was taking up the time with the lady on reception. My partner went up the stairs and asked what was happening as we were loosing time out of our booking. When he mentioned that, the reply was if you have booked you should come to the front! How are customers to know that? As we presumed the 5 couples in front had bookings too. If you have people turning up adhoc and trying to get in, then there should be a separate queue clearly marked for booked customers!