I was very disappointed in both the staff and the facilities at Terminal 5 Heathrow. Having booked the lounge from abroad I did not have my booking pass readily to hand when my self and 3 companions arrived at the door of the lounge after a long flight. We were refused entry even though there was a booking for 4 people on the list at the time I had booked. I cannot understand why the staff don't have the name of the booking person on their list. We then resorted to breakfast at another business whereupon I found my pass in the junk mail of my phone. We returned to the lounge and were allowed in finally! The lounge was overcrowded and had a poor offering of food that the staff were desperately trying to keep topped up. I have considered claiming the cost of the breakfast we ate at another business from your company. Overall it was a very poor experience and one I would not recommend to others.