Longleat Enterprises Avis 

Ordered 2 tickets on 3/9/23 for 4/9/23 as a wedding anniversary treat. 4/9 found the tickets were not sent. Spent ages ringing, no-one answered. Emailed - auto reply promised to respond within 5 days. Checked my bank, the money had not been taken.
Anniversary ruined; in tears. Rang the bank to make sure the payment could not then be taken but it was 'pending' so they gave me a code to try and stop LL taking the money. Emailed LL to stop the payment but they took the £79.90. Now highly stressed as well. Days then wasted going back and forth with emails from Customer Abuse Team who 'escalated my complaint'. After trying to blame me (and heading their emails "Tickets Received") they eventually offered to change the tickets for another day and (wait for it) waive the admin fee!!! Ended up going to Direct Debit Disputes and the bank got my money back for me. Look at 'Reviews' on their Facebook page they can't even clean that up! Wouldn't touch this shambolic Company with someone else's barge pole.

Very down at heal, lack lustre, needs investment.
Food areas teaming with wasps. Small Rhino roundabout absolutely pathetic.
Train ride 10 minutes if pretty much nothing apart from the lake view.
The bus safari 2.5 hours! No toilet!
We had to shut the windows in the monkey enclosure and there was no air conditioning it was so hot it made our young grandchildren feel ill.
2 adults and a 4 year old and 6 year old £176.00 including the torturous safari.
We’ve like Longleat over the years but something is going very wrong.
We won’t be back.

Very poor day out for the amount of money spent on tickets. Very busy everywhere, large numbers of wasps around the eateries - so bad we had to leave the area. Butterfly house had no roof! Animal handling area was closed. House closed due to filming. Vast queues for the boat and the place looked generally unloved. Find it hard to believe they would carry out changes to the place at the height of the summer holidays! Definitely will not be visiting again. Sad as we used to love taking our son there when he was younger.

We were so impressed with our day but particularly the brilliant customer care shown by Clare on the train. I have mobility issues and she did everything and more to ensure I could board the train with my family. Much appreciated and meant so much to me.
Another shout out for our Safari bus driver called Oscar. A great commentary full of interesting facts and funny snippets. We thoroughly enjoyed ourselves and could have gone around again!
All the other attractions were well managed but the stars of course were the animals. Can’t wait to go back!

We were lucky enough to do the VIP tour in the jeep, it was amazing! Jules our guide was incredibly knowledgable, witty and made sure we had great, clear sights of all the animals. We weren’t rushed around and the experience was better than expected. The zoo itself is very well organised, great food and drink opportunities, the orangery was lovely!
As a special treat we also fed the red pandas which was just incredible! Both VIP experiences were well worth their money. Will definitely do another one or two or three!

DON'T drive through the monkey enclosure! Longleat put up disclaimers so they are exempt from people complaining about the damage the monkeys do to your cars. The monkeys here are exhibiting trained behaviour. The literally wreck your car. The sit in the road so you have to stop and then they bombard you. I watched he guy in front of me have his back lights dismantled and all the wiring pulled out. He drove away with no lights or brake lights. They pulled out my window washers including all the wiring. They removed everyone's aeriels, and also a fair few number plates. You can beep your horn for help. I did so and was ignored. I understand that in other safari parks the wardens try to be on hand to stop the monkeys doing too much damage by pushing them off but not here. There were only macaques anyway - and this lot are so bored that they are going to do damage for entertainment. There is nothing else there for them to do. There are no interesting monkeys so it's really not worth the hundreds of pounds of damage you incur. Oh, and don't bother honking your horn - Longleat staff don't care and they have their disclaimers up so they will blame you anyway. This part of the park needs removing.

A really good day out for a young family. Amazing safari - animals looked very healthy, happy and well cared for.
Most of the other attractions were very good too.
Some attractions, such as the rocking rhino, looked a bit past their time. This attraction was not running well and the queues were long.
Perhaps Longleat could stick to one theme - be it safari or lions or castle/ stately home. It is a bit of a mixed bag at present. Saying that, the children I was with didn’t mind!

No refunds for the sick, elderly or even if your loved one has died beware they have a zero refund policy and take great delight in sticking to it . shocking service
Very let down by customer services on our visit on 10th June, my elderly mother could not come with us as suffering from COVID , we had planned a family day trip here some weeks back. I tried to get a refund for her ticket as she was too unwell to come, they were not interested. We decided to go without my mum as she didn't want her grandchildren to miss out. When we arrived we had to pay a £20 surcharge on the gate for moving our booking by two weeks. Note they do charge to rebook, it soon adds up if you need to change dates due to illness. We did not receive our visitor guidebook or children's activity books despite paying in advance for them some weeks back. I raised this query with the so-called customer services in the afternoon. When looking at my ticket I realised we had paid for the books but when we arrived they were never given to us as it was late in the day. It was not really worth having the books or activity as it was 4:45 p.m. customer services would not refund us for the books or the tickets saying we needed to have a paper receipt and our email receipt with our order number one was not suitable. You must keep the paper receipt. The cashier gives you on entry to the park. Our paper receipt was in the car. Some 20 minutes walk away so I told the customer services person. It really wasn't worth me walking 20 minutes back to the car to get some books that we were now not going to use due to the time of day. I also said about my mother not being able to attend due to COVID and was there any possible way we get a refund or partial refund on her ticket but they were adamant and the nose circumstances? Would they refund any tickets when pushed the manager arrived to assist. Again, he took great delight and saying no free funds. No refunds, no refunds. I questioned this and said surely it would be in your interest to refund the ticket for an elderly person who could not attend due to COVID. As my mother lives many miles away, she is not likely to visit on our own and we could not afford to rebook to return as a family to lay to date as it is not a cheap experience to visit the Safari park again. The manager was not interested and said the policy is no refunds. So I said so what if my mother was to pass away? Sadly dude covid. Would you be happy to refund her ticket then? Just out of curiosity, what is the policy of refunds for those who might have lost loved ones again? I was told quite bluntly, no refunds, no refunds. So even if your loved one has died, longleats firepark will not refund their ticket. They profit from the ill, the sick, the elderly and even the dead. Be warned if you must visit here, no refunds. We will not be returning as I find the whole place to be very badly run and their customer service is truly shocking. The amount of cars allowed into the Safari park is also a very shocking. The animals are breathing in fumes all day long and the cars are jam-packed tail to bumper for what takes two to 3 hours to get around. Be warned if you want to feed any of the animals like the draught still charge you £2 to do this again. Feed the parakeets they charge extra. They do not take any cash on the site as they have big signs up saying for the utmost hygiene reasons. We no longer accept cash and it is card only. Also, they no longer provide any hand sanitising gel on any of the children's rides and when I asked for some in the gift shop, the staff behind the till would not let me use any of their hand gel. Although they were using it themselves. I found this very poor. I cannot recommend this place to anyone. If you do buy ticket. Beware no refunds even if you're in hospital with a broken back. All your loved one has died again. No refunds shockingly. Poor service. We will not be returning as a family and our advise others to think seriously before buying a ticket from the establishment. Very let down upset and feel totally ripped off.

Absolutely awful on the rocking rhinos! My son who is almost 3 has been on the rocking rhinos several times this year already. Every time we always just check his height on the line out the front of the ride. Last week we checked and he was still just over the line so I got in the queue which was a 25 minute wait time. My friend was in front of us with her two year old who got straight on the ride, next was me and my son, the lady said straight away that my son looks a bit small and measured him, she got a reading of 89.5cm (0.5cm under the recommended height) she said sorry he’s to small, I explained we have annual passes and he has been on several times in the past with no issues, I’m more than happy taking responsibility. She called over a colleague who came to check my sons height and pushed down so hard on my sons head and got a reading of 89cm so he said he definitely cannot go on! I just think this is absolutely pathetic considering he’s almost a year older than my friends daughter who managed to go on, we are a local annual pass holders who have enjoyed Longleat up until now. He was able to go on more advanced rides at another theme park just a few weeks ago where they also had to be 90cm to ride!! Made me feel awful! And my son was distraught

So much fun! Been multiple times, it's brilliant. Animals are well looked after, and you get really up close. The house and grounds mean that there are some more adult activities, but there's trains and play areas for kids too. Sometimes the maze is closed, so just check before you book. Loads of nearby affordable hotels. If you're precious about your car, maybe avoid the drive in monkey enclosure, they jump all over it and sometimes pull at things. Expect crowds, it's very popular.

Just had an absolutely fabulous day at Longleat! I was quite worried when I spotted all the negative reviews on here. I am a real fussy bum but I honestly cannot understand peoples negative reviews.The whole place is kept immaculate, with so much thought put in to making it all look fantastic. The staff were lovely and helpful and the whole experience was relaxed, interesting and very enjoyable.

Cashless venue - will never go back until they allow cash! Disgusting taking peoples rights away. With all these other negative comments too- they will end up having to close!

Awfull!! So expensive… all animals cadge away. Too many cars and people, think there are a few rule breaking on the amount of people and vehicles passing. Very greedy company.
No wonders animals are killing each other with all that stress of traffic. Queuing was unbelievable… just to get a hot chocolate we were in the que for an hour. We used to love coming here. I won’t come here again not even if I was paid to. Nothing but a stressful experience from start to finish! Please don’t waste your money on this place

I booked to go to longleat on 13th December, and the park was closed due to the inclement weather. This is obviously not within longleat’s control, but it is now over three weeks since I requested a refund and have yet to receive it. Longleat are hanging on to £120 of my money despite around 6 emails being sent by myself with no response

I booked for my family to go to festival of lights , 4 adults & 10 month old baby. I also paid extra for refund protection. Unfortunately my daughter fell ill & ended up in hospital so as a family we could not attend. I contacted Longleat which directed me to my refund policy. Since i have valid proof of my daughter falling ill & admitted to hospital , they asked for proof of either the admission or Dr to sign there form. I sent everything over to them including her Doctors sick note but this was not good enough. They have done everything to avoid refunding me. I have even sent photos of proof to show my daughter was in hospital but the refund protection is not worth the paper its written on . They now state that the policy does not cover any illnesses if pre existing . I thought we were protected in case of illness. Not only was my daughter ill but the weather on that day of event was minus 3 & way too cold for a baby to be out in. Regardless of that I have been left so disappointed & upset with the back & forth emails trying to get a refund . £157 is alot for an event hence why I paid extra for the cancellation. I will never attend any events at Longleat in the near future & would advise anyone that does , dont pay for the cancellation protection . It protects them not you. Disgusted with customer service & learnt my lesson the hard way. Poor

We have visited Longleats Festival of Light for the past 4 times it has been running and have always really enjoyed it. It’s a 240 mile round trip for us from Wolverhampton and travelled down this year on 6th December. Unfortunately we got stuck in traffic on the motorway due to a collision therefore missed the entry deadline so had to return home, I wasn’t overly worried as I assumed Longleat would sort this for us and allow us to return on a different date. How wrong was I!!

Firstly I tried to ring longleat 17 times over 7 days, not once did I get an answer. I emailed them on 7th December and am still awaiting a response (30th Dec) aswell as contacting on Twitter and Facebook.

We paid for ticket protection when booking as we do every time we buy tickets for events, the whole booking cost £62.

I finally got a response from Facebook saying that because we had ticket protection there was nothing longleat could do and that I had to request a refund from the protection company.

I didn’t want a refund, I wanted to come on a different date (with the understanding there was a £10 admin fee to do this on arrival) and was happy to do another 240 mile round trip for this. Again, I was told that they couldn’t let me do this and to contact the ticket protection company.

Guess what, I’m not eligible for a refund. What a ridiculous policy! I just wanted to come and see the Festival of Light (which we had paid for) and couldn’t go earlier in the month due to circumstances out of our control.

Yet another example of a greedy company whom, once taken your money couldn't care less about the customer. Extremely disappointing!

We won’t be returning to Longleat.

Too many people. It was so congested in the safari it was awful. Could barely see any animals and most and those that you can look depressed. Not possible to get around the attractions as there were just too many people and the queues were ridiculous. I would say we didn’t manage to do at least half of the attractions due to the high numbers of people queuing and attractions closing so early. Longleat puts profits first. It seems their aim is to get as many people in as possible even though the park is full beyond its capacity and cannot manage the numbers. This is not the place it used to be. Don’t waste your money. Absolutely dreadful.

Distraught can not get through to customer service to change dates on phone e mail or tweet

Although it was raining we had a lovely time at Longleat very well organised .ages ranged from 5 to 78 and we all enjoyed it ,yes it did take 3 hours in car to get around the safari park but we expected that as allways busy this time of year .the staff did a great job in cafe and around the park ,especially standing in the rain all day .we enjoyed the food in the cafe and the stands outside .we would go again ,

We visited the Festival of Light on Sunday 18 December. The first problem we encountered was the insufficient provision of toilets. The disabled toilets were locked and the queue for the ladies was very long and slow moving. The wind and rain beat down on us and we were soaked before we began. The paths were very muddy and slippery and no attempt had been made to make them safe. Huge puddles everywhere which made negotiating with a wheelchair very diffucult. We took 3.5 hours to get through the safari because rangers kept closing the gates. The traffic queues were huge. Far too many cars. When we finally got out, we were dismayed to find the few disabled parking spaces had already been taken, so we had to park far away. We struggled in the wind, rain, muddy, uneven paths to get to the lights. They looked lovely, but by this stage we were so cold, wet and fed up, we couldn't enjoy them. The stewards were shouting at us to hurry up , even when the wheelchair wheels were stuck in the mud!!
There was hardly any shelter to get out of the elements and people were crammed into what there was. No thought given to Covid safety.
SHAME ON YOU, LONGLEAT! YOU HAVE PUT PROFIT BEFORE YOUR CUSTOMERS' EXPERIENCE!
I spent almost £200 treating the family to this experience and I cried when I got home.
It was the most awful visit I have ever had. Far too many people and far too little thought gone into facilities for customers.