I booked months in advance with a timed entry pass and when I arrived the lounge was so crowded that we couldn't find 2 seats together. I told the folks at the front desk that we were unable to find 2 seats together and they told me that the computer systems said there were seats. (there were seats... just not together) - I asked them what they could do for us and they said that we would have to contact the main office for a refund. We left the lounge and went to a restaurant where I contacted the main office right away. The customer service representative called the lounge and came back to us to let us know that he was sorry, but the lounge told him that they had seats together. On the one hand, I was a little bit upset that the service agent came back to me with an argument about my experience rather than a resolution - then I asked him why the team at the lounge hadn't offered to help us find seats? They just told us what the "computer" said and sent us on our way with no resolution. At that point the customer service agent offered to reach the lounge again to ask them that question. When the lounge didn't answer the phone, he said he'd have to take my email and get back to me another time. I told him that was not acceptable because I had already felt that he was arguing rather than solving my problem and asked to speak with a manager. After I asked to speak with a manager, he gave me a refund. It was a disappointing encounter all around.