Despite showing my credit card payment statement, we were refused entry as our names were not on the entry list. The lady manager was very rude and told us go take it up with Head Office, which wqas not open until 9am, our flight was at 6.25am. She agreed that the payment of £62.98 0n 4 November had been taken from Head Office but still refused our entr. There was clearly an admin error resulting in our names not being on the list. This was very embarrassing in front of other customers and it was a trip planned for my husband's 50th birthday, this experience ryuned our experince at Heathrow airport. I would like a full refund of £62.98 as soon as possible please, noy only has this experience put us off booking with Executive Lounges again but we were also out of pocket at the start of our trip. I had planned the trip and wanted everything to be perfect for my husband, It wasn't.