No1 Lounges Reviews 

London Gatwick (pre booked) - Well, to start with 20 minute queue. The food and drink were plentiful, BUT try and get a seat was painful... most of the tables by the windows and the row back were "reserved". When we asked what time they were reserved for (as we only had 50 minutes or so left after queuing), we were told... they are reserved for walk ins. Enough said. Never again, waste of money.

Heathrow T3
If I can give 0 star I would.
The whole lounge lacks customer service especially Gilberto.
I am a frequent flyer and uses lounges regularly.
Upon entering the lounge, I was told I cannot choose a seat. Fair enough the lounge was busy. I was sat on a table where 3 other strangers were sat. Again not good enough comparing to airport lounges over the world. I then stored my suitcase underneath the table and went to get food. Whilst I was getting food, Gilberto the receptionist sat another person right on my seat. This is very unprofessional.
After that, I moved seat on my own initiative as my seat was taken and the table was already packed with 2 seats left. I was told by Gilberto that I must go back to the table. How rude is he, not only have I been restricted of where to seat but I was forced to move in the second occasion after his unprofessional behaviour of seating 2 people on the same seat.
I asked to speak to the manager which then subsequently told me they will cancel my booking without refund.
What kind of customer service is this!!??
Totally unacceptable.
Avoid.

Disappointed with our experience last week at Luton airport. I had the booking confirmation email but they would not let me in until I could also find my Amex priority pass. Once in, the food was very limited and undercooked, also very few soft drink options. We left the lounge when our gate opened, only to arrive at the gate to a delay. We came back to the lounge and asked if we could come back in. We didn’t want anymore food or drinks, just somewhere to sit as I am pregnant and there were no seats to be had outside of the lounge, whereas the lounge only had a few tables seated. The lady on the door was understanding and happy to invite us back in, but a Manager came over and without speaking to us told the lady on the door not to let us back in as we were a “pre booking”. We were only welcome back if we paid extra. I don’t see why booking the service in advance should have any impact, but I was really disappointed with this attitude and absolute lack of understanding and customer service. I work as a Customer Service Manager myself and would be appalled to see my employees behaving in this manner in front of a paying guest.

Had a great experience with No1lounges at Luton yesterday. Zahra by the entrance was really helpful and friendly. She welcomed us with heartwarming attitude, explained everything in details and we ended up using lounge for the first time due to delayed flight.
Also rest of the team at the lounge was very polite, friendly and helpful too.
This was exceptional experience and it was first but I can guarantee not the last time we visited No1lounges at Luton 🙂

Their staff are simply silly or lying. They get full and then reject any MasterCard dragon pass client. They claim a MasterCard confirmed access booking is not a booking? In what universe can this be true? They refer to page 20 of some t&c. Really!

Look at their reply.... They 100% ignored the specifics of the complaint. Tells a story of disrespect.

If they have a problem with being full why not have the respect to communicate his at the time MasterCard grants an access code? Wouldn't that be proper? Respectful?

Instead they create tension, rejection, embarrassment, and frankly anger at their check-in desk. And still they say it's the travellers mistake not theirs.

This is when human respect gets trod on by company shortsightedness or downright laziness.
FIX YOUR PROBLEMS

Worst lounge I have ever been in…..booked in for 12md however was not allowed to enter until 12.30, it’s dirty, noisy and the food was inedible…..NEVER USE IT

We booked Clubrooms through Gatwick and turned up on the day of our flight only to be greeted with no record of our booking.

As we received no confirmation email, we showed the payment leaving the bank account the day before, but were told that was not sufficient (which I understand). However, we then asked how we could contact to help resolve the situation, we received a horrifically rude response from the Team Leader in an aggressive manner to my pregnant wife. Eventually, after back and forth, we were given a number to call which had no option to speak with customer service, so were left without lounge access and a payment of £92 out of our bank.

Since then, we have emailed Clubrooms repeatedly and they will not acknowledge our emails so have no other option but to share our poor experience through reviews. We hope this at least highlights some of the issues, should it happen to anyone else.

Interestingly, we were travelling out for a wedding and another couple had the exact same experience with Clubrooms of no booking despite payment and were greeted with the same response, albeit a few days before us.

Even though I had pre-booked on No1 lounge website (at £6 pp)and had an email showing my pre booking reference I was initially denied access because DragonPass had not done their bit! Took 30 mins to reluctantly agree to accommodate us in a small lounge with a very limited choice of food very curry dominated! Considering my guests were paying £24 a head it was really not worth the money.

Really want to thank Mo at Birmingham No1 Lounge for his excellent service and amazing drinks! Really went above and beyond and made our experience amazing. Will be back in a weeks time! Please pass this onto Mo!

Niravkumar, once again was wonderful and accommodated us, which was truly appreciated! We had a long flight ahead of us and having dinner before we boarded that was really important! Nirav continues to be a superb ambassador for No. 1 Lounge, with his charming welcoming smile and attitude! It was very nice to see him again and we absolutely look forward to seeing him again soon!

Keep up the great work, Nirav and thank you from the bottom of our hearts!

I had to cancel my booked lounge & rebook, as the flights were changed.
I contacted no 1 as I wasn’t sure how to do it
Wow..What a quick response!
Maisie Allman was so helpful 😊
All sorted quickly & easily

First & foremost Maisie Allman is an absolute star & 100% a credit to No1 lounges! Maisie was so helpful, so respectful & so fast with what she did to help me out on such short notice switching my lounge booking from LGW to LHR due to a change in circumstances. So Maisie to you a BILLION thank yous! Without you would have been sitting around twiddling my thumbs waiting for the time to pass on uncomfortable chairs.

The lounge staff at T3 LHR were great as well. I didn't catch her name properly but the lady that was working there when I got in at 08:15am on 19th Sept (her name starts with T), was great, so politely I'm going to call her Miss T, ran through the lounge process, recognised that my cast & crutches may cause an issue, but if they did let her know, & organised for the Special Assistance staff to know exactly where to find me when they came round to pick me up. Miss T checked up on me at several points during my visit making sure I was OK, if I needed anything extra etc.
The food was good, restocked during my visit (breakfast timeframe), so there was always bacon, beans, hashbrowns out. The drinks options were nice both hot/cold, juices/soft drinks/alcoholic (bit too early for me to start on the vodka but was tempted)!

Very disappointed with experience. Food was below average and some cold. Selection was poor with no vegan option or American style pancakes available. Felt cramped and staff clearing up failed to register you when thanked. Felt cramped and seating no better than in the the terminal.

My husband and I booked and paid for the No.1 lounge a few days before we went on our honeymoon in 2023. When we checked in at the airport, we received a voucher for free access to the No.1 lounge. When we got to reception, we explained to the receptionist that we had already booked and paid for access but received a voucher. We asked if we could have a refund but was told we needed to send an email explaining what has happened and they will be able to help. When we returned from our honeymoon, I sent an email to explain and asked for either a refund or a credit note. My email was responded to very quickly and was told that I could rebook another time and that I had 2 years until it run out. 18 months later, I rebooked another holiday and emailed No.1 lounge asking if I could now use my credit note. Again, my email was responded to very quickly and with ease! I received a email with a new booking confirmation. Shout out to Sabina for all of her help and quick responses. I have no hesitation in highly recommending No.1 lounge. Not only is their ‘behind the scenes’ customer service top notch, but their actual lounge is lovely too! It’s peaceful with plenty of places to sit. It’s nice and relaxing if you want to get away from the hustle and bustle of the airport. Thank you No.1 lounge. You have a customer for life!

Oh dear.
9pm flight so pre-booked lounge in good faith and as shown on booking confirmation for 5pm..required to be at departure gate at 8...arrirved 40 minutes early for booking time to be told we can enter lounge at 6pm or 5pm if we pay additional £25...abrupt and unfriendly service agent.
Don't be fooled by the headline 3 hr booking, you'll only get 2 hours use of lounge and if you pay for 2 hours you'll get 1...pointless and expensive. Should have believed the negative reviews. Don't do it. We can get refund "voucher" so also pointless as won't be using again.

Update after vanilla response. My specific issue is clear in the post, rude reception staff and misleading advertised time allowed to use lounge, you'll never get 3 hours so it really is not worth it. Additionally the lounge is tatty, has incredibly limited choice and wasn't particularly clean (especially loos). Bar staff great and pleasant waiting staff but don't waste your time and money here.

Jamie Brown was quick and easy to deal with when I had a query about booking lounge passes for my family.
Within minutes he had sorted by issue and sent me passes electronically.

I made an enquiry regarding dress code at the Number 1 lounges prior to my pending visit and received a very prompt response from Maisie Allman who made it very clear and was so helpful. Thank you. 😊

Jaimie was so helpful when we had problems with a cancelled flight and has been amazing in sorting out our rebooking. All emails answered really quickly. Very grateful for such great customer service.

Jamie has been very helpful in solving a mistake I made with my email so quickly sorted thank you

I needed to contact the Club Rooms before confirming our booking. My email was responded to very quickly by Jaimie. As another customer has mentioned, hoping the lounge experience is as good as the admin process.
Very much looking forward to our visit next January, thank you Jaimie😊