Alton Towers Holidays Arvostelua 

We booked an Alton Towers short break costing £606.02 for 2 nights. On the day we were due to arrive, our car serious breakdown in France, making it physically impossible for us to reach Alton Towers as planned.

We were not asking for a refund. We explained the situation immediately and simply asked them to move our booking to alternative dates so that we would not lose the entire £606.02 in 24h in advance.
They refused.
We escalated the matter and explained the exceptional circumstances, but a manager has now confirmed their “final standpoint”: no date change and no refund. Their solution was effectively that we should claim through travel insurance.

This was particularly upsetting because this was a family trip with our young child. We were not cancelling because we changed our minds. A vehicle breakdown abroad prevented us from getting there, and all we asked for was some flexibility to use the money we had already paid on different dates.

Companies are entitled to have terms and conditions. But they are also entitled to exercise discretion and show goodwill when genuine emergencies happen. Alton Towers explicitly chose not to do so.

£606.02 retained, no alternative dates offered, no meaningful solution, and absolutely no goodwill or compassion towards a family facing circumstances completely beyond their control whatsoever.

Extremely disappointing customer service from a company whose entire business is supposedly built around families.

It’s five points for the staff , very helpfull nothing was a problem to all I spoke to . We payed for one night at splash Landing hotel and extra to arrive early at 12 instead of three , we left very early as had a three hour drive , when we got to hotel parking there was no spaces and no one to ask where do I go next , by the time I found someone and got sent to a overflow carpark one hour was gone We saw later that day trippers were parking there !! Staff helped us get checked in thankfully as it was a bit of a faff for oldies who are not tec savvy . Splash pool we booked for 2 by the time we got there we were told no lockers had to pay for towels but we could use hotel ones , went back to room and got back to the bedlam of packed change room no free lockers found one key broken , then someone empty there’s another half hour had gone by and u only get 2-half in the place , Que for a ring for blaster was 75 mins work it out , we were two adults with a 7 year old Place was packed overcrowded I thought , we made the best of it !! Room was clean had all that was needed for overnight We headed for the restaurant was a buffet )20 for adults )10 for child It was a great choice but still expensive for a child as they never eat much not that age !! Had a go after dinner of the 9 hole golf it passed the time but seen better days . Entertainment in lobby girl in charge was enthusiastic but was for age group of 2-5 year olds !! Not impressed !!!!Breakfast next morning Was ok was told only 7-30 slot You get a 7 year old to eat so early dry rice crispy was what he wanted again should be no charge for certain age groups ! Staff very nice
Alton tower park now for the day then home 10 it opened we headed for roller coaster height 1.2 he age 7 . I was last in park when splash landing opened, And in 19 96 -1997 with my children so I see big difference. Between arrival till we left at two we managed three rides on the roller coaster runway train oldie but goodie, thirteen ! And the wickerman I found this new fast track very annoying standing in a Que for nearly a hour and seeing people who had payed a lot for fast track over 129£ to get in first sometimes 14 at a time went passed us when we got to front How many more while we waited god knows it’s insulting and very wrong Another 300£or more it would have cost us rip off for two over 70s and a 7 year old . Years ago they had fast track Que but it was a Que beside the main Que not straight in I think it’s very wrong , I won’t hurry back It’s 5 for the staff 2 for the park set up

We stayed at the CBBC land hotel
The staff were fantastic
They were brilliant with the children and the entertainment was magical for the kids!
The cbbc land resort also in the theme park was a great day out for the kids !!!
Will definitely be returning!

Had an absolute awful experience last year with a staff member swearing directly at our young children not realising we were witnessing it! We were offered a free visit and trying to book during summer holidays ( obviously as we would be taking out children ) and the attitude and no can do attitude of staff is unbelievable. How on earth has this place survived all these years with this level of customer service is extraordinary. We spent a fortune to come here which for us meant us saving throughout the year , disgusting treatment!

We had a wonderful time at Alton Towers during the fireworks display period. Thoroughly enjoyed ourselves on the Friday and Saturday and surprising managed to get on a fair amount of rides over the two days considering the wait times. The staff we encounter at the park itself were all very friendly and helpful with one in particular who was exceptionally helpful and kind! (Young guy on RITA with mid length hair in a pony). Of course theirs the usual trash and over priced food but i feel like that is to be expected at any resort. The fireworks display was spectacular! a real treat for the whole family and an event i would definitely recommend. However, the hotel themed room (Moon voyage) was underwhelming especially since it cost £380 for one night. The Hyatt suite is similar in price and considerably better value for money. The price simply is not worth what they offer in that room which is unfortunate as parents your happy to pay high prices if you know your getting value for your money so I was disappointed with the room. Its clear theirs very little attention to details, as you could see stains on the bathroom tiles, batteries not working in the Xbox controller all small things I would have expected would have been sorted/repaired for £380 per night. Further more we had what looked and sounded like a generator of a heater that took all night to warm the room and was incredibly noisy so I had to request for a second heater to be bought to the room. The Breakfast was average with plenty of it and all the hotel staff were friendly, approachable and helpful. I wouldn't recommend this hotel based on the price in all honesty but I would be keen to try one of the other newer hotels such as splash landing or cbeebies.

Everything was easy to arrange and as guests using the service we were greeted at the hotel on arrival and were assisted with our large party. 12 of us. This wasn't a special request but they did it anyway. Very nice.

Only down side was that the food in the restaurants was below average but very expensive. On the 2nd night we ate locally outside instead

Beware! I had to cancel a short break due to breaking my leg. I was unaware that I would be charged 25% charge just to cancel. Ridiculous to punish me and Rob me of money during this hard time. Really need to sort this out. The cancellation policy is terrible.

An amazing experience for the kids and adults alike. This will be a short review as everything was perfect. From booking, through to the gentle countdown and reminders to review what you have booked, to reception and the accommodation was perfect and seamless with no problems at all. Kids loved it. It was a toss-up between booking Alton Towers or a similar competing park. I'm so glad I booked this one and will return.

Absolutely disgusting service I booked a trip for my sons birthday in January to go for 2 days in June, I booked early and it says on there website the earlier you book it the better price and that they have a ‘best price promise’ I checked last week to see if the prices had gone up for the exact same trip on the same date and it was £140 cheaper than what I have paid I understand prices vary but by £140 it’s a joke! I spoke to customer service on the phone and they said they couldn’t do anything so I raised a complaint been over a week and I’ve still not heard anything

Thanks everyone who working hard for Alton Tower hospitality. We have spent two days on weekend at Woodland Terrace and service at Crooked Spoon was brilliant. Everything from starters till deserts well cooked, nice and tasty. The cheese board we have ordered with bottle of wine made our Sunday evening unbelievable. Thanks Head and all the chefs.