"After $150+ extra charges incurred as an 3-day old member and money I really didn't need to spend, I am well acquainted with the Priority Pass benefits. PP's claim that the lounges know nothing about your benefits is so BS! PP needs to get with the current technological capabilities. Or this is perhaps their only way to scam for their profits. As for their customer service, tough life for me. So I have $150+ worth of value to spend with PP, if I can actually get to a lounge when I travel, which I was unsuccessful on my trip last week. trustpilot.com has many reviews, some mirror exactly what I experienced."
"I had a horrible experience with the Mera Business Lounge in Cancun. it was disgusting (eaten food on unoccupied tables, dirty counter tops and couches, unfriendly / accommodating staff).
I went to the person at the front desk and expressed my concerns (no record of our flight information for monitoring departure times, did not provide wi-fi password upon entry, unless asked, etc.).
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I received the following response from Priority Pass to my complaint:
Thank you for contacting us regarding your recent lounge visit in Cancun at the Mera Business lounge. We are very sorry to hear about your unpleasant experience there at one of our participating lounges and appreciate you contacting us to bring it to our attention.
All of the lounges are privately owned and operated by third parties, we have no control over the facilities offered or the personnel employed by these lounges (see Conditions of Use # 13). However, we do use every endeavor to ensure the benefits and facilities are available as advertised.
Unfortunately, we are still obligated to the lounge. We are not able to reapply any of the passes that were used back or refund to your account for general conditions.
There are pictures posted online for most of the locations, we do not guarantee food will be served at every lounge. Some lounge operators may only have packaged items avail etc. In the future you can always ask the lounges what they offer before entering.
We will also report this information to our Lounge Relations Department so they may make our lounge contacts aware of the conditions there as you've indicated for possibility of improvement there.
Again, we apologize for the inconvenience and thank you for your feedback
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With this, it appears that Priority Pass has no control, as with most companies providing access to vendors, where they would perform a spot check of the lounges and ensure they meet MINIMUM standards.
My FINAL response to Priority Pass was that I guess it's my job to perform the due diligence that they should to ensure a certain level of customer experience. This is unacceptable. I'm sure that Priority Pass is contracted with these lounges and should have some level of Service Commitment / Level that needs to be in pace for customers. I'm surprised that I need to remind Priority Pass that I'm not a customer of the Lounges but of them. This is unacceptable and they need to revisit their policies and even contracting with lounges, if they don't have any control.
Take heed prior to joining.
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