We stayed 10–11 July 2025. The hotel is beautifully themed, and some staff were lovely—but poor communication and mismanagement really affected our experience.
I pre-arranged a children’s Safari Pack by phone and email, confirmed again at check-in, and paid—only for it not to appear. After being told twice it would be in the room, I had to return to reception and re-explain everything. The evening team acted like I imagined the whole thing. I had to show proof and pay again before the pack was finally delivered late in the day.
The pool was fully booked by the time we found out (no warning in the Hotels.com confirmation). One staff member blamed us, but another kindly let us in later. The Gruffalo ride was also down most of the day without updates, and the Pizza & Pasta restaurant in the park was closed to all but VIPs—no signage, just turned away at the door.
Some staff were outstanding, others dismissive. We expected better for the price.