Name: paultonspark.co.uk
Telephone: 02380814442
Rating: 4.6

SwonBoufDesFraiz Guest

Poor Accessibility, Misleading Photo Pass, Ignored Final Complaint

We travelled over 400 miles to Paultons Park with our 4-year-old son, excited to visit Peppa Pig World. My wife and son both have disabilities, and we quickly discovered the park only accepts a pre-registered “Access Card” for queue assist and carer access. There’s no option to present a Blue Badge, PIP, or DLA letter — something every other UK attraction we’ve visited accepts without issue. This wasn’t made clear when booking, and if you don’t pre-register, you’re effectively locked out of support.Inside the park, accessibility was poor. Many rides had stairs with no warning until you were already queueing. My wife and son struggled, and we managed just five rides all day, despite paying over £130 for tickets.I also purchased a £40 Photo Pass, advertised as including five printed items and unlimited digital downloads. When I tried to redeem it, I was told I had only 15 minutes to collect prints and could not access older photos — even though their own terms say this limit applies only to digital images. Staff at the kiosk shrugged and offered no solution. I ended up with five near-identical prints and nothing more.The children’s lunch was overpriced (£10+) and consisted of a single-slice cheese sandwich, crisps, a small snack, and water — with a Fruit Shoot available only for an extra charge.After the visit, I raised a detailed complaint. The park defended its policies, refused a refund, and offered three return tickets instead — which I declined. I then sent a final escalation email giving them one last chance to resolve the matter. They never replied.The lack of any response speaks volumes about how much they value their customers — especially those with additional needs. I will not return, and I would advise families with accessibility requirements to think carefully before booking.Update:Paultons Park have responded publicly, repeating the same points from their private emails. I believe this highlights part of the problem — the focus is on defending policy rather than genuinely addressing the impact of the visit.They note that “some rides” have lifts, but that’s not an all-inclusive experience. An accessible attraction should ensure that all guests can participate in the majority of activities, not just a select few. In our case, many rides still had unmarked stairs mid-queue, and these lifts were either not obvious, not available, or not communicated to us at the time.On the Photo Pass, their response still frames this as a “misunderstanding” on my part. To be clear, I was directly told by a staff member that I had only 15 minutes to redeem prints, and that older photos were unavailable. That was the reality on the day — and it made a product I paid £40 for almost unusable.As for food pricing, they mention receiving “praise” from other guests. That doesn’t change the fact that a child’s lunch here cost over £10 for a plain cheese sandwich, crisps, a snack, and water — and that’s what we experienced.In short, their response continues to transfer responsibility to the guest rather than acknowledging operational shortcomings or the lived experience of disabled visitors. My position remains unchanged: this was not an accessible or value-for-money day out for our family, and I will not be returning. I rest my case.

Date of experience: Jun 28, 2025

RC73 Guest

9 months ago

Poor Accessibility, Misleading Photo Pass, Ignored Final Complaint

We travelled over 400 miles to Paultons Park with our 4-year-old son, excited to visit Peppa Pig World. My wife and son both have disabilities, and we quickly discovered the park only accepts a pre-registered “Access Card” for queue assist and carer access. There’s no option to present a Blue Badge, PIP, or DLA letter — something every other UK attraction we’ve visited accepts without issue. This wasn’t made clear when booking, and if you don’t pre-register, you’re effectively locked out of support.Inside the park, accessibility was poor. Many rides had stairs with no warning until you were already queueing. My wife and son struggled, and we managed just five rides all day, despite paying over £130 for tickets.I also purchased a £40 Photo Pass, advertised as including five printed items and unlimited digital downloads. When I tried to redeem it, I was told I had only 15 minutes to collect prints and could not access older photos — even though their own terms say this limit applies only to digital images. Staff at the kiosk shrugged and offered no solution. I ended up with five near-identical prints and nothing more.The children’s lunch was overpriced (£10+) and consisted of a single-slice cheese sandwich, crisps, a small snack, and water — with a Fruit Shoot available only for an extra charge.After the visit, I raised a detailed complaint. The park defended its policies, refused a refund, and offered three return tickets instead — which I declined. I then sent a final escalation email giving them one last chance to resolve the matter. They never replied.The lack of any response speaks volumes about how much they value their customers — especially those with additional needs. I will not return, and I would advise families with accessibility requirements to think carefully before booking.Update:Paultons Park have responded publicly, repeating the same points from their private emails. I believe this highlights part of the problem — the focus is on defending policy rather than genuinely addressing the impact of the visit.They note that “some rides” have lifts, but that’s not an all-inclusive experience. An accessible attraction should ensure that all guests can participate in the majority of activities, not just a select few. In our case, many rides still had unmarked stairs mid-queue, and these lifts were either not obvious, not available, or not communicated to us at the time.On the Photo Pass, their response still frames this as a “misunderstanding” on my part. To be clear, I was directly told by a staff member that I had only 15 minutes to redeem prints, and that older photos were unavailable. That was the reality on the day — and it made a product I paid £40 for almost unusable.As for food pricing, they mention receiving “praise” from other guests. That doesn’t change the fact that a child’s lunch here cost over £10 for a plain cheese sandwich, crisps, a snack, and water — and that’s what we experienced.In short, their response continues to transfer responsibility to the guest rather than acknowledging operational shortcomings or the lived experience of disabled visitors. My position remains unchanged: this was not an accessible or value-for-money day out for our family, and I will not be returning. I rest my case.

Date of experience: Jun 28, 2025

Jon C. Guest

9 months ago

Paultons Park is a wonderful day out for all ages

We visited Paultons Park recently and had a wonderful time with our grandson. The park is clean, staff are very welcoming and friendly. Plenty of food outlets for all ages.The rides were all brilliant. We will definitely be back to visit again.

Date of experience: Jun 17, 2025

Damian Reed Guest

9 months ago

Paultons Park is a wonderful day out for all ages

We visited Paultons Park recently and had a wonderful time with our grandson. The park is clean, staff are very welcoming and friendly. Plenty of food outlets for all ages.The rides were all brilliant. We will definitely be back to visit again.