Merlin Entertainments plc Reviews 

Booked a ticket for Blackpool ballroom, travelled 5 hours on public transport to get there, only to find out the ballroom was closed and the tickets shouldn’t have been sold to us. The policy for this scenario is a refund which did not compensate us for the time and money and disappointment

I feel like I’ve been mislead, am I the only one?
I’ve tried to book online using the voucher I cut off a Kelloggs box. What I didn’t know is that there was a code actually on the inside of the box that was also needed. How many people would have thought to even look.
I have now spent an hour trying to contact Merlín by phone. Guess what, the phone number is no longer active.

I have been a pass holder for some time… I upgraded last year to the platinum to get share the fun and the free Coke cup… which I never received they sent me a gold box with no vouchers … which apparently they can’t fix …. I’ve also got the pass holder hub which I can’t book things on as limited restriction on gold passes… these are not cheap and no one ever replies to your messages or you get a chat bot that can’t help …. All in all the frustration on using the pass and the non customer service is ridiculous for the price …. You need the tech to work if you’re going to cut out being able to talk to someone ….I miss being able to just turn up and use your pass…. Problem with pass since November 22

How you get away with the '2 for 1 deal' advertising on kelloggs is beyond me. Absolute scam.

Two for one Kelloggs offer? Absolute joke, don't bother. Just tried to book with code from a fresh Kelloggs packet which is pretty illegible anyway and it keeps saying it's out of date!
Scammers.

Visited Sealife centre manchester with family. Admissions staff Daniel exceptionally poor at customer services. Even though there must have been an error with their system was made to feel terrible and denied entry. Equally poor management Chris turned up with David Brent management style and again made us feel terrible. Can't think of a time when I have witnessed poorer customer service.
I wouldn't mind but it's not even worth visiting it takes about 3 minutes to see everything. Avoid unless you want to be disappointed.

Scammers. Charge you double the price then claim they are giving u a free ticket. Conning scamming Tory scumbags

Rip off! making out its buy 1 get 1 free at lego land and alton towers etc when you buy kellogs cereal when in actual fact they charge you double the price than it would cost you online. Con to make people buy the cereal needs taking to trading standards.

We had previously enjoyed visiting Merlin resorts 2-3 times a year. As a parent of a disabled child we found the option of a ride access pass invaluable- allowing us to queue virtually.
However the eligibility for this has now been changed, excluding a huge number of non-physical disabilities which tend to only qualify for the lower rates of DLA.
Very poor show Merlin, we’ll spend our money elsewhere.

The Kellogs "Free Adult Ticket" promotion is a rip-off.
The so-called saving is based on the most expensive type of ticket i.e. the Full "On The Day" priced ticket which was £62 in my case.

Dear Management,

On Tuesday 31st May 2022, we visited Chessington as a family of four for our first time, we were all so excited, but the experience was dreadful. We arrived at 10.30am and didn't get on our first ride until 12.30pm. We payed £40 per ticket each and had around 4 rides in total the whole day, after leaving at 6pm.

Everytime I asked a worker for directions to quieter rides they just said look at the App.

Everytime I asked a worker for directions they just said look at the App.

I didn't find the App to be user friendly, hence why we wanted help with directions.

Some rides on this day broke down, with chessignton staff repeatedly saying they "don't know what's going on"

Some rides were not even open on the day and none of this information was sent to us before hand!

We feel totally ripped off and we feel that we could have had a better time and got much more value for money at a local funfair.

There was no help from chessington staff on the day, we just walked around like headless chickens, it was awful!

I think maps need to be clearer, I think staff should be trained to help you, not just tell you to look at the app, I think if rides are not working, then people need to be told before they purchase their tickets! I think there also needs to be a cap on how many people you let into the park, as it was total chaos and this could be overheard from other people's conversations!

Please stop ripping people off!!!!

On Wednesday myself, my husband and 2 children went to Chessington world of adventures. Both of my children have Autism and ADHD. I have a ride acsess pass for my daughter and we went straight to the ride acsess hub on our arrival. They told us to log on to the new ride acsess online queueing system. Previously Chessington world of adventures gave out acsess ride wrist bands and a card that would be signed on each ride. You would wait 15 minutes until your next ride which is the approximate time of the fast track queue. This enabled people with Autism and ADHD to be able to go to Chessington. People with AUTISM and ADHD often find the sensory input from their environment extremely challenging such as noise, crowds, smells, temperature, lots of people, even walking from one place to another can be challenging at times. Waiting is extremely challenging and can lead to a meltdown where the person can become extremely emotionally distressed. Chessington world of adventures have taken that fast track system so many families relied on away and replaced it with a online queueing system where you are not fast tracked. You can get on your first ride straight away and then you must wait the same length of queuing time for the ride you just went on until you can get on your next ride. For example my daughter and husband went on a ride with a 2 hour waiting time. We then were unable to get on any other rides until 2 hours had passed. This caused both of my children to have meltdowns and ruined our family day out. It was a complete waste of money. I went back to the acsess hub and was met with no understanding. Taking away a fast track pass for children with disabilities is like taking a ramp away from a wheelchair user. This is discrimination against disabilities. I will not be able to bring my children back to Chessington.

Clowns. Thats the only word I can use to describe this company. Where do these muppets who work here get customer service training from? Utter imbeciles offering to re-book my tickets as a complimentary service when they messed up our booking.

I just love Merlin parks. I feel people are very subjective with their concerns and all those who love Merlin parks don’t give objective comments.

Thorpe Park was absolutely fantastic. Loved the rides and the atmosphere.

Alton Towers is also a magnificent park and one of the best in the world. The gardens, the rides and the experience. Needs a serious upgrade on food and drink however.

My biggest complaint which very nearly room this review down to a 4, is the communication when rides are down. The Smiler was down for weeks last year with staff giving incorrect advice all round. It was clear there was something wrong.

Overall, I can’t complain. I love Merlin and their customer experience team are incredibly good.

Today I spontaneously decided to take my 3-year-old boy to Legoland Windsor. I accidentally left my bank card at home thinking it will be fine as I have cash. His little face as we were driving up to the car park seeing all the large lego figures. Seeing the magic in his eyes as he walked through the large Legoland sign. I approached the ticket office to find they have gone cashless. I pleaded with them to allow just a one-off cash payment after driving over 100 miles. They stood there and said sorry we can not take a cash payment. Knowing in the back of my mind a large company could really have found a way to keep one little boys dream. They stood there and watched him break down crying. He cried the full journey home. You should really be ashamed of yourselves.
I also called customer services while we were sitting in the car park, another attempt to try and plead with them. They still said no!! MONSTERS

I've yet to hear a reply re this issue the replies I had are to redirect emails to Chessington world of adventures I feel this should be looked into by the Merlin annual pass team on several reasons

My mother and our family was rejected entry to Chessington World of adventures August 2020 by park management we all had full valid merlin annual premium passes for unlimited entry nationwide, we had barely been able to use due to the pandemic the extensions merlin provided was useless as they was met by further restrictions later in the year

The day we booked to visit Chessington August 2020 some of our group entered without knowing others was going to be rejected with no reason at all to refuse our entry to the park we all had perfectly valid annual passes being a self isolating family our only outing was Legoland Windsor just a week before I told this to the manager of Chessington and I told him I had autism he stubbornly refused entry to our group and he just didn't care, I was called back to main entrance when just 1 out of 6 had a continued raised temperature

When I arrived back at main entrance I had around 6 security guards! I was unhappy our entrance was refused as just 1 of our party had a temperature that would not lower following 120 mile journey in scorching hot weather the driver sat at the front yet because just 1 of our party had a temperature they refused entry despite a perfectly valid family annual pass

They thought it was okay to tell a family sorry you have travelled over 120 miles and have the same distance home yet we find you have placed the entire park at risk because you travelled to us and 2 of your party have entered even though the only place we had been just a week before was LEGOLAND Windsor they was happy to allow us entry

I made it perfectly clear our party has people that has recurring infections that leads to high temperatures due to age and recurring infections the person who refused us entry just did not care! He said we're refusing you entry and that is that! My mum is now dead she will never be able to visit chessington ever again

It was her favourite park it was on her bucket list yet the Chessington manager refused her entry without fair reason at all she wanted to visit the park 1 last time before she died but no @CWOA decided to refuse that request and happily watched her having a seizure in front of the main gates and happily just said you have placed the park at risk by trying to enter despite full well knowing that many thousands of people have covid with zero symptoms at all!

The park manager was made very aware that people don't always have symptoms and told to retest but he did not care at all, he was told we only went to Legoland just a week before he didn't care he just had half of chessington security come to the gate and say we are refusing you entry that is that, over a 250 mile round trip to happily say just go home, she will never see chessington again, we had perfectly valid annual passes

We was refused entry its okay telling somebody to visit another date but Merlins calender was so full it was just not possible Merlin was refusing valid annual pass holders entry during a time when they had valid annual passes on the basis of trying to fill the parks with paid guests refusing entry to those who had paid for a year's unlimited entry Merlin was not releasing enough tickets to cover those with annual passes as those with annual passes was being given extremely limited releases

We all held perfectly valid annual passes and was fully booked to enter Chessington world of adventures on the day we had chosen yet the management decided to refuse entry I told the park manager we would complain he said go ahead it will only come back to me!!!

So many issues at Chessington over the years she fell through a rubber drain cover in her wheelchair and reported it only for it to be the same 3 hours later, she had been forced to climb the stairs of the log flume to show she can walk severely wearing her out, she had been forced to board the Gruffalo tub ride whilst it was still moving resulting in her twisting her leg and hip which could of later led to her death but this last time she came and the manager refused her entry to the park, how would you feel knowing you have a pass after a 3 hours journey

Yes they said you may use at another time but merlin had taken upon themselves to say to annual passholders that they must pre book in advance amd had specifically limited just how many tickets they released for fully paid annual passholders the loyal passholders who had paid for a year's access upfront not those without passes that will visit once or twice a year as most without passes do!

The Madame Tussaud’s area was great. The third party areas in there were poor. No stock in the vending machine and the photos were poor. They were not that clear, and yet the third party company thought that the weak photoshopped pictures were of good quality. No they were a joke

Treat their staff like absolute rubbish. Slash their pay without telling them, and generally have no interest in staff morale.

Chessington. ..

Visited twice & on both occasions the day was wrecked by queue jumper's.
No Security Staff to be seen anywhere but the front gate.
Park Staff (Kids) aren't equipped to deal with anything.
Everything is card only inside, but this isn't advertised anywhere (great for kids on School trips).
Place need's a bloody good paint with trip hazards surrounding failed ride's.
I wouldn't go back if you paid me ...
Only two meal's available on one of the restaurant's menu ...
What a joke ..
Merlin you are disgusting fat Cat's without hearts !!!
You don't even bother replying to anyone ...

Terrible company. Impossible to get hold of through email or phone number to get s refund. Total rip off