The first time we ever had a short break away here was in 2012 and it was amazing. On arrival, we were checked in by a person who gave us wristbands and told us everything we needed to know about early park access, breakfast check in, times, and everything you needed to know. We also had access to the walk around the zebra and giraffe (and the other animals) enclosures after the park had closed. Which was amazing. This time around it was completely different. We had to check ourselves in, which also cost an additional £15 for room keys. (which you do have back once you check out) No one behind the counter had informed us that some things had changed, so we went about things like it was back in 2012. On the second day, the day we were supposed to be granted 1 hour early in the park the early access gate was closed and locked. We decided to try the main entrance and after fighting our way to the front of the main entrance and trying to explain to staff that our entrance was closed, we still had to argue with one of the staff members to gain access. By the time we got to someone who was willing to let us in they were letting the public in anyway. So we lost our early access. The park was amazing the staff there were lovely and the rides were great and we really did have a cracking day. At the end of the day when the park had closed, we decided to go back to the hotel and change so we could enjoy the walk among the zebras and other animals. But again, the gate was closed and locked. I went to ask a member of staff on the main desk what was going on and why the gate was locked both times we attempted to use it and was informed that they don't allow hotel guests to have that privilege anymore. I was very disheartened by all this and this probably could have been avoided if we were informed during check in like we were in 2012. I get that it may be easier for some people but why am I doing hotel receptions jobs for them by checking us all in and trying to scramble the Internet and my email inbox to try and find out information. Everything else is fantastic and I really do love this place. They just need to make more effort to inform people about their stay and not just lump us with 100's of emails and expect us to go through them all for one tiny piece of information they could have easily told us in person.
Very Good
103 Reviews