The Centurion — Attraction in Houston

My recent experiences at The Centurion Lounge in Houston Intercontinental Airport (IAH). As a loyal American Express cardholder for over three decades, I believe it is important to provide constructive feedback to help improve the quality of service and ensure that the lounge continues to meet the high standards expected by its patrons.

Front Desk Service: During our last visit, my partner and I arrived 45 minutes early and were greeted with an inflexible and unwelcoming attitude by the front desk manager. Rather than attempting to accommodate us or offering a polite explanation, we were told to wait in the main terminal. The manager's dismissive demeanor was particularly upsetting, especially since the lounge appeared to have ample space. This is the second time we have encountered this particular staff member, and it was disheartening to experience the same lack of hospitality. It would have been a simple courtesy to offer us seats outside the lounge or a bottle of water while we waited.

Given this recurring issue, I suggest that the staff undergo further customer-sensitivity and diversity training. Understanding and addressing the needs of all customers is crucial, and a more empathetic approach would significantly enhance the customer experience.

Lounge Configuration and Accessibility: Navigating from Terminals 1 or 2 to Terminal 4, where the lounge is located, involves a considerable amount of time and effort, including waiting for the monorail and wheeling our luggage through the airport. The configuration of the lounge and the additional travel required adds to the inconvenience, particularly for older travelers like my partner and me.

Meal Choices: The meal selections at the Centurion Lounge in Houston were disappointing and limited. As a frequent traveler who appreciates the convenience and comfort of the lounge, I was surprised by the lack of diverse options and the inflexibility in accommodating dietary preferences or restrictions. The essence of the Centurion Lounge experience lies not only in its luxurious ambiance but also in its ability to cater to the diverse needs of its patrons. Enhancing the meal options to include more diverse and flexible choices would greatly improve the overall guest experience.

Diversity and Inclusion: During our visits, we observed a lack of diversity among the staff, with the majority being of Hispanic descent. Additionally, as an interracial gay couple, we felt ignored and underserved. While others were escorted to reserved seating, we had to find our own accommodations. It is essential for the staff to provide equitable service to all guests, regardless of their background or identity.

In conclusion, I hope you will consider my feedback to improve the overall experience at The Centurion Lounge IAH. By addressing these issues, you can ensure that all patrons feel valued and welcomed, maintaining the high standards associated with the American...

Do you ever feel the entire airport experience to be tiresome and overwhelming? If that’s the case, American Express has a solution to alleviate this; the Centurion Lounge at IAH. The lounge is located in Terminal D (international terminal) after security and the best part about IAH is that the terminals are all connected airside without going through security again. Finding the lounge, however, can be tricky for first timers. The elevator, which has a dedicated button to get up to the lounge, is located inside the duty free shop and there are no markings or indications to guide you which can be cumbersome for many.

Let’s get the elephant out of the room, this is a departure lounge, the hours of operation is 6am - 8pm and you get entry into this lounge via the Amex Platinum, Delta Reserve or the Centurion credit cards (doesn’t matter whether it’s personal or business). There are no day passes available and the access, for right now, is you + 2 guests (the guest access will be going away on February 1, 2023, after which you’d need to pay $50 per guest). You have to present your credit card and your boarding pass upon entry and access is permitted only within 3 hours of your departure.

The lounge itself is chic but on the smaller side (compared to the other Centurion Lounges) which often results in big lines to be seated. The lounge has a dedicated wellness space in partnership with Calm which I found fascinating. Food and drinks offered here are top tier and delicious. They have a Buffett area for food which consists of salad, meats and vegetables along with some desert and cookies to round off this section. There is a drinks menu to order speciality cocktails and I must admit, the drinks were fantastic. I got a couple of drinks and they were both delicious and had the right amount of alcohol to get me the buzz. There is complementary Wi-Fi, abundant charging ports besides every table, which, by the way, are constantly kept clean and the food is refreshed frequently given the traffic this lounge generates, all of this I’d attribute to the staff working here. They do a fantastic job in keeping this place up and running all the time and ensure that the guests are taken care of.

Amex Centurion Lounges are the cream of the crop in terms of Lounge experience (at least domestically) and this lounge keeps that appeal. The service here is fantastic, the lounge has good lighting and the food and drinks are a hit. Although the lounge is on the smaller side, they do, however, have dedicated work and wellness areas for people who’d enjoy those amenities. The front desk people are friendly and hospitable and the staff working here does a fantastic job sustaining the high standard that this lounge demands. AmEx, unfortunately, would be getting rid of free guest access early next year, which I think is a big blow to the card benefits. Expect a line to enter this lounge if you travel...

Walk, tram, and walk some more through the hidden maze for 10-15 minutes to the County Jail corridor which leads to the Centurion Lounge, check. Wait in line 10 minutes to be admitted, Check. Then, wait in another line 10 minutes to be seated, check. When seated, make sure you are crammed in wherever they can fit you, check. Sit as close to strangers who hack and sneeze as you will on the plane or in the gate corral, check. Snake your way to the bar through what is apparently a community center cafeteria for cardholders where "kids eat free", check. Look over the vast selection of rubber chicken and cold quinoa salad presented under a dirty Old Country Buffet-style sloppy sneeze guard and immediately reject it, check.

After 5 minutes at the bar waiting, I retuned to my seat to discover my cocktail glass was sticky on the outside. Well, the bourbon will kill most anything, so I hand-sanitized and forged ahead. To their credit, the barkeep poured a generous portion of whisky over a large square cube. Awesome.

I sat at a long "business" table with 7 other people where I had to pop open a tabletop outlet that would not accommodate my power needs. I sat across from a fellow who coughed every 30 seconds without the courtesy of covering his mouth. I suggested cough drops or a shot of Robitussin and was met with a blank stare as if nobody in his entire life had confronted him on his discourteous behavior.

I had to leave early to cross the earth to get back to my terminal for departure. I hit the men's room in the lounge, where I found urine smell, but that's because there was urine on the floor and walls surrounding the single urinal in the practically unvented room. The hand washing station looked to be as filthy as the urinal surrounds.

This was not my idea of a premium experience. I have a suggestion for AMEX execs... Take a membership to Delta Skyclubs and go see how they do it. A comparable sized lounge is in Minneapolis Gate F concourse. Feel the difference and make some changes.

When you're in Houston IAH, I would not bother with this atrocity. You're better off sitting and nursing a cold one and an appetizer in a restaurant near your gate, or in the gate...