Merlin Entertainments plc Reviews 

cigarini was the best. u not

Stay away from Merlin Attractions annual passes. Complete waste of money and terrible experience all around. I bought an annual gold pass for $235, thinking it would be a lovely gift for my wife to with our 3 and 5 year olds. Upon paying for parking and arriving at Sealife during school holidays, she was advised that annual passes have blackout periods for all school holidays. What a complete joke and useless annual pass, such deceptive behaviour to expect peoeple to read the fine print in the terms and conditions. To advertise you can use the pass on all their attractions all year except for the only period that school aged children can is a joke. Complete rip off and terrible customer service. I wouldn't recommend Merlin Entertainment to anyone unless you want to be ripped off.

I have been going to your parks since my children were little. They are now grown. I heard today, you are laying off over 200 local people. Bringing in a 3rd party company. Who does not have a Great reputation. What, to save a buck? You have the best entertainers. This is why I still attend, now with my granddaughter. You will lose me after the original entertainment leave. I am sure you will lose many more. For those of us who go, we will see the difference. We will know. It saddens me to know all of this talent you have is being let go.

Merlin platinum pass is amazing you get so much for your money! Love everything about Merlin, only if I lived a tad closer to work for them!

Zero star if I could. Spent a small fortune and get poor service in return. Cancelled annual passes (they make it difficult) and had no reply to complaint from last resort stay where half the rides were off, food was crap, power cut and wouldn't even give us a bottle of water for our 2 year old in a boiling hotel even though we had cash. Locked out the room due to batteries gone in the lock, took an hour to resolved and wasted more of the evening. Food poor and chef serving was like something off a comedy she was so rude. Tactic to rinse passholders will backfire as more will vote with their feet. Also ridiculous the amount of rides kids under 1.1m can't go on at various attractions yet all kids over 90cm are charged full price. Alternative themeparks here we come.

Never respond to emails.
No customer service responses.
Beware, I bought platinum pass and it didn't scan at venues from day one.

Secondly I couldn't book on certain dates although it states all days. They cap you.
All lies and not trust worthy, still get charged parking from some parks.

Booked tickets to bear grilles, and was not allowed to change dates.. although emails say they would so I have 6 platinum passes, @£299.00 per pass and couldn't use to do shooting or any beargrills and no tickets space left and they refuse to re book before they close.

I purchased 4 Annual Merlin Passes (£600+), expecting a discount on all of them as advertised in the discount code. However, I was informed that the discount only applied to one pass. The passes were cancelled and I was assured I will received a full refund, and I even got them to send it to me in writing. Despite multiple phone calls over the past two weeks, I have yet to receive the refund! This is extremely frustrating and disappointing customer service.

Would give them zero if I could. The worst entertainment company! Absolutely disgusting customer service.

do not work here they take your money and you cannot cancel

Id give them no stars if I could.
I have paid £694 for my 4 children to have a pass to get them enjoying themselves instead we haven't been able to use them once as cant book a adult on at all to take the children. I cancelled the passes 6months ago and they have still been taking £63 a month from my bank. I called them again and now they refuse to send anything back and won't cancel the £63 a month for another 12 months company are a con DONT USE THEM AND FALL FOR THE CHEAP PASSES

The Best company I ever worked for. Miss working for them. I cannot wait until I move near them and hopefully work them again, I want to work for you then and protect them from con artist who try to scam them for discrimination etc. Because the company is such a fantastic company to work for.

I’m really appalled by Merlin Entertainment monetising family excursions and ripping people off.

I’m local to Cadbury world, it’s always been a pleasant experience. I haven’t been since pre covid and took my children there this summer holiday.

I booked on when there was a special offer because times are tough. I walked round with my children in under an hour. My heart sank when I realised I’d paid £47 for a day out in under an hour!

My kids said it wasn’t like it was when we came before. They came when they were 3 and 4, they remember being given loads of chocolate at different points going round. They were so young but that left a lasting memory for them.

This visit you were conned at the start to purchase a bag where you received your first chocolate bar. I thought I’ll get them a bag and they can collect their chocolate on the way round. They got one more bar. Now if it’s cheaper entrance you can live with that but the entry prices are shocking and they can’t make it more memorable by gifting the children a little more. It’s a multi million pound business. There is a theme surrounding Charlie and the Chocolate Factory, well Mr Wonka would have been far more generous that Merlin Entertainment and Kraft/Mondelez.

There was a little more to see outside of the main attraction but this wasn’t clear, it’s badly communicated and sign posted. Which was something in common with Warwick Castle.

Warwick Castle again I have very fond memories of the place as a child and how poor it is now in comparison. A ridiculous map, and no where stating show times. It’s like they’d rather you muddle about working your way round but make sure there are souvenir and refreshment vendors everywhere cashing in as much as they can with very little entertainment in return. The limited shows and times were not advertised anywhere on site, the staff are readily explaining anything on your arrival.

I remember it feeling authentic and historical, the Galo’s used to show old equipment giving you an idea of how wretched it once was, its history and they’ve taken it away. And replaced it with “The Dungeons” another monetisation opportunity.

And my horror when we purchased ice creams at £5 per Mr Whippy?!? Come on, that’s a joke, they were barely filled cones too.

The entertainment monopoly have really truly lost their way, it’s not a great feeling spending a fortune on a day out and being robbed in plain site. A family of 5 at £39 a ticket, and ice creams costing £220 thankfully we took a picnic, but that doesn’t include the trip to the souvenir shop. My children spent their own pocket money which saddened me cause they’re too young to understand how expensive it is and how little they’re getting for their money they’ve saved up for.

Merlin Entertainment you’re a real disappointment, you’re spoiling Britain’s historical attractions for families longing for a nice enjoyable day. Bring your prices down you’ll be full all year round. Stop robbing people blind!

Alton towers Awful experience twice in row.

Been here twice now and both time left disappointed and ripped off. No notification of broken rides and attractions dispite being told on site they have not been working for near on three weeks. Complaints to staff meet with blank faces and no care given.

I feel a big company such as merlin could do with better training of staff and ways to maybe give complimentary tickets. To add insult to injury I had to queue for 40 mins to raise a complaint which went no where.

Merlin step up and claim your profiles for trustpilot ! Respond to your guests feedback and criticisms.

Bought the Gold Pass for me and my son, very soon after I was diagnosed with a herniated disc in my back and requested to avoid anything that would make it worse, top of the list being attractions like Thorpe Park, Alton Towers, Chessington World of Adventure...
I have requested customer service to freeze my passes until I get the green light from the doctors but Rose decided that all she can do is 3 months, suggesting that my back will be better on the 30th of June. This is a bit worrying because the recovery does not go very well and I am still restricted from certain activities. After paying £90 for 3, not 1, 3 letters from my GP(because the customer service representative forgot to mention what kind of information is requested on the private letters from the GP) I am basically being told by Rose that I will be better on the 30th of June. I believe even a neurosurgeon would struggle to give this sort of advice via email.
Recently, just to add to their already abysmal reputation, they decided to extend the passes for 9 weeks only, instead of the 12 suggested by Rose, who is working part time as a neurosurgeon.
I would avoid this company at any cost, not a single good thing to say about them.

don't buy fasttrack passes if the rides don't work they won't refund you
total rip off! also rude staff at thorpe park in fasttrack office ! extremely rude

### Review of Merlin Annual Pass

CONFIRMATION # 564378598 PURCHASE DATE: 16/11/2022
PASS VALIDITY: 16/11/2022 - 30/08/2296

I had a Merlin Annual Pass for a year, which included memberships for three people: myself, my wife, and my son. Initially, it seemed like a great deal, but my experience with canceling the membership has been extremely disappointing and frustrating.

First, I found that the Merlin website lacks any straightforward option for customers to cancel their memberships when they no longer need them. This lack of transparency and convenience is unfair to customers who might want to stop their memberships easily.

Moreover, there was no option to cancel the direct debit through my bank account, which felt quite manipulative. It seems like a deliberate attempt to make it difficult for customers to manage their subscriptions.

When I decided to cancel the memberships, I emailed their customer service. It took them an entire month to process my request, during which they charged me another monthly fee of nearly £40. After two months, I received confirmation that my membership had been canceled. However, to my surprise, only my membership was canceled, and not those of my wife and son. They continued to charge me for two more months for their memberships.

When I contacted customer service to address this, they refused to refund the payments, claiming that I had only requested the cancellation for myself and not for my family. This explanation is completely unfair and unacceptable, as I had clearly intended to cancel all memberships under my account.

Overall, my experience with Merlin Annual Pass has been very disappointing. The lack of clear cancellation options and poor customer service make it very difficult for customers to manage their memberships. I hope this review helps others be aware of these issues before considering a Merlin Annual Pass.

I booked a package deal to Legoland for my husband's Xmas/birthday present in December, which was 2 nights at Hilton hotel and a day at Legoland. Soon after booking, I wanted to change the day we went to the park. So I did, even paid a little extra...a couple of months later, we arrived at the hotel (after driving for 5 hours) and they couldn't find our reservation. Turns out it had been cancelled, and there was NO email stating this, only confirmation of the package, and the new park date. Luckily, the hotel was very accommodating, but I wouldn't want this to happen to anyone else. Make sure you know what you're booking with Merlin Entertainments.

Merlin is a company which does not care at all about the theming. I've been going to Gardaland every year since I was a child, but since when Merlin took over the park, they destroyed it. The theming of the attractions is falling to pieces, they create new attractions with completely empty parts and absolutely do not care about the history of the park. I hope they sell the park to someone who would like to take it back to its splendor, to the times when it could compete with Disney

Gold Pass Family and Friends dates not available.
So we brought 1 Gold Pass membership so we could get the rest of the family in for (upto) 50% off…we visit Legoland Windsor on regular occasions so thought this would be a good money saver..
Turns out even if you can book the Gold pass member in you can’t book the family in..for the rest of the year..from Oct23 to Jan24…No availability, yet I can use my Bluelight to book tickets for the rest of the family, oh and also its no cheaper, the claim of 50% off is only against the overpriced entrance price and not the online price..misleading..indeed. The Gold pass family and friends price is the same as my Bluelight price..

Raised a complaint 2 weeks ago. Using my own time to following this up. It’s regarding them taking money from my account they shouldn’t. Still no response!