Merlin Entertainments plc Reviews 

Shocking how a company of this size can get away with disability discrimination, I’ve just canceled platinum passes after having the over 10 years

Shame it is only one star I could give once a very great company and to visit their parks but that is now gone Food Quality has dipped since Aramark has come in, Rides Keep Breaking Down (Maintenance cuts obvious), Removed Entertainments and kept prebooking even many years after Covid Pandemic and the tip of the iceberg they have now changed their Ride Access Pass which don't include people with Autism/ADHD I luckily still get mine but won't be visiting them anymore.

I have been a loyal Merlin customer for almost 10 years now. I genuinely went to Alton Towers about once a month and raved night and day about this place and the other Merlin theme parks. However, despite having a great 2024 season with actors, Bianca at the helm and great new attractions, things really went downhill in 2025. We lost yearly events, staff redundancies for SO MANY creative roles happened while AI has been implemented in advertisements and the food prices continued to soar despite the park serving literal prison food. The latest nail in the coffin is now the removal of most Merlin ride access pass users, specifically those with neurodiversity (autism, ADHD, etc). We are now very suddenly no longer eligible for the ride access past service, which is genuinely the only reason I've been able to go to Alton Towers at all for the past few years, because their ride capacity, crowds and queus are handled so incredibly poorly. I canceled my Merlin annual pass at the end of last year after a lot of the initially mentioned disappointments, and I'm now completely confident that I will never be returning to a Merlin attraction. Not only myself, but also lots of young guests with neurodiversity and other disabilities are now being shown exactly what Merlin thinks of us. They will never get another penny out of me.

Terrible company. Extortionate pricing in parks and discriminate against neurodivergent disabilities and trying to rinse people with with money for sensory packs.

Terrible company and looks to be going out of business. It’s selling off most of its attractions and trying to sell more but no one wants them. Prices for their AP have still increased in price though. Moreover, my mental health issues seem to not exist according to Merlin. I only have them due to consistent abuse and the one thing I enjoy in life (rollercoasters) is non accessible to me due to them changing RAP. Who can afford £175 for a fast pass??

You actually deserve 0 stars, but this is not an option. After having our custom for 12 years we are now cancelling our passes after you have decided that neurodivergent people are no longer eligible for the ride access pass. These people deserve better.

Removel of non physical disabilities RAP now makes all merlin attractions inaccessible

This company don’t deserve to be in the uk
They are discriminatory and terrible at communicating with paying guests and pass holders
Never known a company so against loyalty and customers

Will never visit any park again…
We have been visiting for years and had numerous passes over the years, due to my sons surgery we haven’t renewed the passes last year and will just do the odd days but planned to rebuy in time for warmer weather…. After the new rules regarding ride access passes we will not be returning to any parks!

How can a company suddenly stop the only thing in place to help ND visitors? It’s against the law what they are doing despite the fact it’s morally wrong!

We visited Disney in October and their disability access is flawless, Merlin should really take note!

I hope they review their decision or I really see legal action being taken.

Disgusting to say they advocate for ND guests.

Merlin have been appalling when it comes to customer service for as long as I've used them.

But they've gotten gradually worse and topped it off now by allowing accessibility for my disabled daughter, effectively deciding that she in longer able to visit the park.

I hope and expect they are forced to reverse this for legal reasons but even then, the damage to their reputation will be huge.

I can only that they sell on their attractions or a group that actually understands.

If I could give zero stars I would. Merlin your exclusion of neurodivergent adults/children is deplorable.

Awful exclusion of neuro divergent guests. Having spent £1000s we will be cancelling our passes.

Company are discrimating against people with additional needs.
People dont choose to have these needs and are now unable to attend the parks due to you taking away a basic right. Roll on universal studios. Should be ashamed of themselves. Even if i could queue which i cant, i will not be spending my money in any merlin venue now.

Today’s changes to the ride access pass system now excluding neurodiversity.

I invite the CEO to come and stand in a queue with my children and see how he gets on.

Discrimination toward young carers. And refuse entrance. How narrow their mindset are. To talk down to my child and I of our child needs. I have doctors letter of evidence of needed support.
Sarah the sealife manager Discrimination is revolting towards my daughter !

Sarah made my daughter cry by refusing entry. She has no idea what challenges we have.

No heart at all Sarah!

I accidentally bought too many tickets for the London Dungeon and also on the wrong date ! Even though their policy states that tickets are non refundable, the customer service operator was so helpful I received a refund immediately and was able to re book with them fir the correct date and time. Thank you so so Merlin Entertainment. She was so efficient and a first class service was delivered

PLAY AREAS UNSAFE

I recently suffered a very bad accident in the Cadbury World playground for children. The playground was very overcrowded and in a result of that 2 teenagers (who I believe shouldn’t be in a child’s playground) ran into me by accident, as they were running so fast in a small area this resulted in me falling awkwardly. As a result I broke my Tibial Plateau and needed emergency surgery, I had a displaced fracture so they had to operate to re-align the bone then fix a metal plate with screws on my shin to fix the bone together. 10 weeks after the accident I am still not walking, my recovery is consisting of 3 hours of physio a day to get me walking again so that I can go back to work.

Cadbury World / Merlin Entertainments are not pursuing this accident to improve their playground safety which I think is aweful. I am currently trying to contact safeguarding to report this accident so that a team can go in an assess these playgrounds to provide changes that Merlin should put in place to avoid accidents like this happening in the future.

We as a customer spend a lot of money to come to these family parks, Merlin should at least provide a duty of care to these customers. I for one will not visit a Merlin Entertainment park again. They are quick to take your money but not willing to fix existing problems.

Bad customer service at Alton Towers, would not recommend

Cleanliness of venue is just appalling. You should be ashamed as owners that this is the state of your venue. All parents avoid this place.

Edit:- A couple of weeks back I reviewed negatively. However, it was all resolved once I spoke to the theme park in question face to face. It was just a lack of instruction. Happy so far, now I know how to book.