Booking and confirmation: Very big confusion around my booking. I booked last minute (night before) and on arrival at the lounge my name wasn’t down as a booking. The man on reception made a number of calls to customer service to track down what had happened. I had confirmation that the payment was accepted and taken from my Amex card which I showed the guy on arrival. After several calls and an embarrassing number of people hearing all the chaos around me he did confirmed that they had my booking but someone in the office hadn’t manual “pressed the button” to authorise me on the computer systems. Lounge feedback: On finally entering The lounge it was very untidy and appeared understaffed. The two staff I interacted with were very actually very friendly and apologetic so I am lead to believe there are issues with lounge organisations and management, with a lack of focus on priorities around looking after the little things that matter to the customer. Food was very good and nice selection of soup, cold snacks and acceptable warm offerings. Drinks were original branded and of good quality. The staff were very friendly but the heart of the organisation is not about the customer!