Alton Towers Resort Reviews 1,033

Disappointing visit today by my daughter. She arrived around 10am this morning it is 15:25 and she has managed 1 ride in 5.5 hours. had to queue for 1.5 hours to ride this ride, queued over an hour for 2 different rides and whilst waiting to be told the rides have broken down. I understand this is out of human control however 1 ride in all this time is extremely poor.
The park admissions seem to out weigh the rides with too many people in the park at anyone time. This I understand generates more income, however my daughters visit has not been enjoyable to say the least. Her words to me just now were 'I can't wait to come home'. Not want you want to hear after a day at a Theme Park and the money spent on the ticket and in the park itself,
Would I recommend the Theme Park my answer would be 'No'

On 18 June 2025, during my visit to the customer/express car park, one team member—his name was Kev—displayed a shocking lack of customer service. His attitude was argumentative, demoralising, and downright rude. Instead of listening and helping, Kev chose to argue.

After that encounter, I almost decided never to return—his behaviour was truly the tipping point for me. I still have one more visit planned this year (fingers crossed he’s not working then), but honestly, he needs a serious retraining in empathy, positive language, and patience—three essential pillars of good customer service.

Setting Kev aside, the rest of our day was enjoyable. All the other staff were friendly and helpful—that’s the only reason I’m giving a 5-star rating overall, even though Kev’s conduct deserves a zero in my eyes.

Final thoughts, Please invest in customer care training—especially for Kev.

A great family day out. Service from the staff is always so friendly. A magical place

The food is so awful and you need a mortgage to pay for a meal not worth the money turn back as soon as possible

What a terrible theme park. You first book on the website, payment was taken before it even asks for details about where to send the tickets. Then next thing the screen pops up payment failed although the payment is taken so I have to wait 3-5 days for a refund. Secondly that park opens 10-4pm when the days are light until 9pm, you're paying a premium to spend such little time into the park. I'm only going to tick it off the list before it shuts it's doors due to incompetence

Review of Alton Towers Enchanted Lodge – Disappointing Handling of a Serious Security Breach

Our recent stay at the Alton Towers was unfortunately marred by a serious and unsettling incident that was poorly handled by guest management.

At approximately 11:30 PM, while my family and I were asleep, another guest mistakenly entered our room using a key card. We were understandably startled and disturbed by this intrusion. The guest quickly realised her error, apologised, and left. My husband followed her out to confirm what had happened, and she reiterated it was a mistake. While we were grateful that no harm was done, it was a deeply distressing experience — especially with a child in the room — and we were left concerned about the safety of our belongings for the rest of our stay.

The following morning, we reported the incident. Grace at reception was understanding and helpful — she apologised, issued new key cards, cleared the door’s entry history, and said she would personally check on the room and escalate the issue to management. Her initial response was professional and reassuring.

Unfortunately, the follow-up we received from guest relations was the opposite. I was sent an email with the results of the door lock read, which claimed that the other guest was never granted access and that the door was only opened by "our party." When I spoke directly with the team to clarify that the woman did, in fact, enter our room, they performed a second door reading. This time, they claimed the door had not opened at all — essentially denying both her entry and the fact that my husband spoke with her outside the room.

I provided specific details about the guest — details I would not have known unless I had seen and interacted with her. Yet despite this, another guest relations manager insisted the incident did not occur. When she came to speak with us, I remained calm and respectful, having not requested or been offered any form of compensation. She immediately referenced the computer readings and told me flatly that no one had entered the room, suggesting I must be mistaken. I found this extremely upsetting. Her tone and approach implied that we were lying, which was incredibly distressing and frankly offensive.

When I asked whether they had checked CCTV or contacted the guest involved, I was told the CCTV did not cover our room’s area and that the guest could not be reached. Nevertheless, they concluded that “no further action” would be taken based solely on what their system recorded — ignoring both the emotional toll this took on us and the glaring security concern it represents.

The experience ruined a significant part of our trip, which included our nine-year-old nephew's first visit to Alton Towers — something we had looked forward to for a long time. After several complaint emails, we eventually received an apology for how the issue was handled. However, we were never offered — nor did we receive — any form of goodwill gesture, refund, or compensation.

If you're considering staying at Alton Towers, I sincerely hope your stay goes smoothly — because if something does go wrong, this experience suggests they are neither prepared to take it seriously nor equipped to handle it with care or empathy. Sadly, this raised serious questions for us about how much they value guest safety and wellbeing.

Booked splash landing hotel. It was awful, poor quality, tiny outdated rooms, food was inedible and massively over priced. Spoke to hotel team as it was so bad we checked out without staying and they weren't interested in the slightest.

Great day at the park however and staff there were great!

Don't buy the photography package from AT if you visit. They charge £25 and sub-contract to a company named Pomvom.

I raised concerns with AT customer services before leaving site that I couldn't access my pictures, and was told it was an Internet connectivity issue. It wasn't.

Repeated attempts to engage with AT have been rebuffed as 'pomvom responsibility'. Repeated attempts to engage with pomvom have not resulted in access to our photos.

AT guest services clearly don't understand the business relationship they have with pomvom. I was told repeatedly that pomvom are sub-contractors and I had to deal with them directly, when I stated that I had paid AT directly, and that pomvom therefore were sub-contractors of AT, they hung up.

Shameful behaviour - we won't bother going back.

Shocking experience today! It’s been 4 years since we were last at Alton towers, but after today, I don’t think we will be visiting again. Got in to the park at 10:30, left at 6:30 and got on 4 rides. Worked our way around the park and every ride we hit was down! Due to other rides being down, it meant that traffic was heading to the rides that were up increasing the wait times. Every member of staff said head back over to customer services to complain, but we didn’t want to spoil it for the kids by trecking back across the park wasting more time. Don’t waste your time or money visiting this overpriced, poorly maintained excuse of a theme park!

Horrendous experience that we played so much money for and my 1 year old nearly choked to death on a marble that was left on the floor of our room that had apparently been cleaned and so much more food poisoning dirty bed sheets and that’s before you even get in the park! 😂 It’s 7 star prices in a 2 star resort if that. Go to Disney land it will be cheaper or anywhere but not here I guarantee you will regret it, every single person in the hotel we spoke to said how bad it was! Don’t say we didn’t tell you. The only good thing about Alton towers is the water park can’t fault that good value for money my boys loved it so if you are going go there 👍

Constant technical faults with rides, skyline was closed and lots of food places were closed, not worth the £300+ for a family day out!

Contacted the park about lost property along with a find my item map location almost to the spot.
My son told a member of staff they were lost at the gate and was told to contact the park when he got home!!!! (He was at the park with his school)!
Every email I get I’m told to fill out lost property form which I did. Only response I get it to fill out the lost property form and it can take 10 days for staff to check and reply.!
Really!!!!!
Absolutely ridiculous.

I have been coming to Alton Towers ever since I was a child with many good memories. However, my last experience was disappointing. One ride (Rita) was out of action all day with no prior warning. We waited in the queue twice for their newest ride (Toxicator) only for it to breakdown both times. Further breakdowns whilst we were in the queues to Galactica, Nemesis Sub terra, and Oblivion led to a very frustrating experience. Whilst I appreciate consumer safety is paramount, the level of breakdowns on multiple rides suggests poor maintenance and planning. Furthermore, the customer service (whilst courteous and timely in their response) were inflexible in their action and recognition that this level of service was unacceptable.
It saddens me to say that on this experience I will be avoiding Alton Towers in future to avoid further wasted time and money.

The reason for the one star is the sheer cost of everything. £12 for parking but it's not as if there is a choice. I'm quite certain the village doesn't want people parking everywhere, not that there would be the space for them to do so anyway.

Whilst one expects prices to be a little higher, at one point I actually started looking for Mr Turpin. I would have written his full name as in the nickname for Richard but Trustpilot would not allow the word. Apparetly his first name is inappropriate language hahhaha. You really do have to laugh!!!!

We wanted something to eat however I am coeliac and couldn't find anything and there was no information as to where I may find something. Luckily I had taken an oat bar so just wanted a coffee. My sister got these and was shocked to have paid £19 for a hot dog, fanta and a coffee.

On the way out we decded to have an icecream and this came to £10.25 for a magnum, cornetto and a bottle of fanta.

We were lucky with the rides and didn't que more than 5 minutes all day. It was in term time but the question could be, is the popularity or more likely affordability of the park waning?

On the plus side, I have to say a massive thank you and well done to the manager of the Rollercoaster restaurant next to the Galactica ride. I had no change for the machine in the toilet and was informed by staff that they couldn't change my note. I asked to speak to the manager who came and simply changed it with no question. I do understand the argument about it possibly being fake but then does that mean they never take cash? Does it mean that they do not trust any of their visitors, not a good scenario!! Had I simply asked to change the note, I would have understood a little more however I had clearly stated I wanted it for the machine in the toilet. Plus at the end of the day it was only a £20 note, more understandble had it been a £50.

Lastly and this has been the case for my last few visits, the Skyride was closed. Not sure if I will be back at Alton Towers again.

I find the park is always great when we come, the reason for the low stars is I just can't understand how you can charge full price ticket the same as an adult for a child that is 90cm. If you look online a child can't go on anything at 90cm that an adult would be going on, I understand you have the childrens area but so does other parks that charge accordingly to age. It is just strange to me that you do this.

Secre garden restaurant was awful, I’m 2 weeks away from having g a baby and the way I was spoken to in front of everyone in the restaurant made me feel terrible, I sat down with my 2 year old son so he could have some food and all he ate was 2 chips and half of fish finger, so I then asked if I could have a box to take the rest of his meal away and I was told no, I felt embarrassed and very upset by this, I then went back to my room and just wanted to leave the hotel and go home, I will not be returning to this hotel again due to this incident, I will be making everyone I know about this incident and will make sure they do not come here to have the same experience it’s appalling, I will also make this review seen on my social media, I have never felt like this on any break away I have been on

We paid nearly a thousand pounds for four days and I actually saw a woman eight months pregnant being intimidated by a member of the restaurant staff who wanted to take food to her room to feed her two year old, disgusting behaviour and I wouldn’t recommend this place to anyone.

Classic Alton Towers continues the disappointment into 2025. Been stuck in Wickerman queue for 45mins now when the original wait time was 20mins. The reason is they decided to introduce a third train which anyone with brains would do before opening. I mean for goodness sake it’s only open 6 hrs today. I really do believe they do it on purpose. Also Rita, Thirteen closed and the cable cars didn’t open as advertised. Pathetic and useless. Every year it’s the same.

We planned our trip around the schools not being off but Alton towers opened it up to hundreds of school trips, we were horrified as they all piled in and the queue time should have been 30 minutes turned into 1 hour 30 minutes at the very least and on some rides it was 2 hours. 4 rides were not operating at all and one ride broke down just as we got to the front of the queue, we would not have minded about these problems if the park hadn’t become school trip central. I contacted them to ask why didn’t they notify the public on their webisite that they had booked loads of schools in and that would have given people the choice to turn up or not ( because we certainly wouldn’t) or open it up just to schools on a certain day and close it to the public like they do on the nhs only days but they did not seem to get my problem or care, they offered me half price tickets so they would like me to pay £15 again on top of the £30 I already paid on April 3rd if I want to have another go before end of September. I feel totally let down by Alton towers, I wanted to let people know that this could happen to them so be aware.

Such mixed feelings about today's visit because Alton Towers itself is such a beautiful place and the rides are world class, but so many things today annoyed me and took away the sparkle:

1. Blue badge parking was REALLY hard to find. We circled round multiple times and it was poorly signposted. The signpost basically pointed to an empty field. Come on, we need better signage!

2. Mixed feelings about the disabled access pass. It actually worked really well on the day and the RAP queues are brilliant, but its so complicated and convoluted to book, the online booking process made me cry. There has to be a better way. And also limiting the amount of disabled people you let in a day has to be illegal, right?

3. The price of the food. DISGUSTING. A single hotdog, no fries or drink cost £11.50. We had to wait for the lady to cook it and then she dropped mine on the counter, no apology, before putting it back in the box and pushing it toward me. Plus the hotdogs themselves were really foul. Very cheap and nasty considering the price. Water cost £3.50 and a bag of crisps also cost £3.50. A bag of 4 doughnuts cost £9.95, so we refused to buy one! Would definitely bring my own food in future. Not sure how a family would afford this. Im sure if they out the prices down, more people would buy and they'd make more profit.

4. Miserable ride operators. Ride operators were angry and aggressive and look like they hate their jobs. I saw a number of them snapping at guests. The exception to this is the lovely Vicky on the mine train who genuinely looks like she loves her job and interacted really well with everyone. She is the gold standard of what an employee should be.

5. Closed rides. On the day of our visit, a number of rides were closed, including Rita.

6. People vaping everywhere. This should be banned. I don't want to breathe in your toxic bubblegum vape smoke thank you. This is a family park.

We could have had an amazing day out today but instead it was just ok. Left feeling fleeced by the expensive food outlets and wishing the staff were more cheerful.