My husband, two children (six and two) and I visited Legoland Windsor Resort earlier in April. The first ride we queued for (“Fairy Tale Brook”) shut down just as we were at the front of the queue. We (and everyone behind us) waited for several minutes not knowing what was happening. However, we were disheartened to find so many other attractions we wanted to experience were closed. Some queues were more than an hour-and-a-half which is not feasible with small children. You can pay a hefty premium to avoid these queues, but why should we need to? This was a 300-mile round trip and a £285 package deal, as well as a birthday gift for one of my children. Legoland has offered a discount off a future trip. Sadly, we don’t want to risk returning, so I think it only reasonable to have a partial refund.
LR, Cardiff, South Wales
We checked the terms and conditions on Legoland’s website (owned by Merlin Entertainments) which specifies that for tickets purchased in advance, if the whole attraction is closed for any of the reasons set out, Merlin may offer replacement tickets for admission on an alternative date “in substitution for any other form of redress”. This is standard for these kinds of family attractions. Legoland says: “We are aware of LR’s frustrations and have been in contact. We have offered compensation, and hope to welcome the family again.”
It declined to offer any further explanation.
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