Naturlandia — Attraction in Sant Julia de Loria

Went yesterday, (family of 4), to spend the day. Biggest disappointment are the queues and poor service. There was hardly any staff to assist visitors or even helping at the entrance which should be welcoming. Instead we waited for nearly 2 hours just to get in. There were 2 queues, both with 2 people to cash in and give a map and the bracelet tickets to enter. The shortest queue was for people with reserved tickets, but the longest queue was for everyone else. There was no one else upto that point to even ask questions. Most people were confused as there are different options but you just need to wait (2hr approx) to get there and ask.

Suggestion: If there was a member of STAFF walking by the entrance, it would be much quicker to answer the questions from visitors before reaching the top of the queue, or even just handing out the map/guide to each group. And during high peak season at least have 4 people cashing in at the huts. There are thousands of visitors, 2 people cashing-in is just ridiculous.

Then, once you're inside you notice you're actually in the same place as before (and with more queues!). There's no gate or anything to welcome you. Anyone can "enter". The only thing that's different are the colour bracelets that people wear. This allows you to specific attractions. Although it seems no one really cares as the staff are minimal. Occasionally, someone asks how old is your child or measures them to check the minimal o maximum allowed. But to my surprise there are some attractions that have NO STAFF. So people just queue, (others jump in front of the queue as no one keeps control), and then the actual ride can last as long as anyone wants cause again there's no staff to put any order. This specially can be really frustrating for parents who are by then, tired of queueing and irritated to argue with other parents or even kids who are just running loose from one queue to another ..

If you put all that to aside, or go at the low season when there are no queues, I guess it must be a beautiful place, surrounded by mountains and it should actually be peaceful and even quiet at times (during the animals visit ideally). Suggestion: The person allowing visitors to each main attraction could "remind" everyone the rules to follow. Ie. Animal area should be quiet not to scare the animals, etc.

It's not cheap to get in, so all in all I'm giving it only 3 stars based on my experience. Could be actually less as the disappointment weighs high.

Suggested improvements: I believe as a European/international attraction that this is, it should have someone invest in exactly that, making it more attractive to all visitors.

Lastly it should have more visible signs in big letters and multilanguage, (not just 2-3 languages).

Hope someone from management can take some action here.

Thank you. Family of 4,...

A Group of 7 of us brought tickets for the Tobotronc + Burger Menu (40 Euros). All we asked for was a clean run from top to bottom (5km long) . The on duty staff were really accommodating and understood the assignment. They let a group go in front of us, and held us back for 5 mins while a gap was made because The Lady in front of us set of so slowly and would not let go of the brakes even on straight Flat sections.

We asked the staff at the top of the run, if we catch up with anyone, would it be possible to have another go. To which they responded, if your run is spoiled for the majority of the track you can claim a free run.

So after 5 mins we set off and caught the lady within 1km of the 5km stretch. After 2km the entire group as well as a few people from a second group had also caught up. At one point we where stationary for 20/30 seconds to try and get some gap to the lady. This also nearly caused a huge accident but nothing we could really avoid. The final 3km passed extremely slowly and painfully.

Now I am all for people being nervous and scared and needing to take their time with such activities so my frustration is not towards them.

When we got to the bottom, we asked if we could go again due to our run being completely ruined by slow moving kart in front. To which the staff agreed and would consult the management.

Few minutes later, management came back to us and responded with - we have used up our only ticket and that we would not be allowed back on unless we paid another 40 euros.

Absolutely shambolic management behaviour.

The place is fantastic, run by great staff but unfortunately management are clueless about customer enjoyment.

Regarding the Food, the burger and chips were good. We did ask for one burger to be fully cooked as my partner is pregnant. However it turned out to be raw in the middle. They where happy to recook, but still wasn’t fully cooked when returned.

Such a shame for such a...

We went to Naturlandia this summer (on June 19th 2021). We were 2 adults, 4 juniors and 1 kid above three years old. We bought tickets for a total amount of 185 euros (please see the picture of the ticket) at 12:09pm and after only one activity (only 4 trips over 7 used for the Tobotronc – less than 1 hour after purchasing the tickets), the weather changed unexpectedly and drastically, preventing us from enjoying all activities although we insisted on doing basic ones… Even though there is one sentence on the ticket mentioning the fact that “the interruptions o limitations of service due to weather causes are not entitled to any compensation”, as a customer, I fully understand for a single ticket or small amount. However, in our case, we were dealing with a relevant volume of unused tickets (the kid did not enjoy any of the activities). As previously mentioned by other customers, Naturlandia only proposes in this case vouchers to come back in short term without considering the fact that most of customers do not live even close to Andorra and cannot come back the next day. No commercial gesture was done – even a partial refund of unused tickets, I personally try to discuss with the manager who did speak on the phone with the two employees BUT WAS NOT EVEN FAIR ENOUGH TO DIRECTLY DISCUSS TO A CUSTOMER. One more time: I fully understand their position for external factors however considering the time elapsed between the purchase and our queries + the total amount spent, I would have definitely expected a commercial gesture. NO WAY FOR US TO COME BACK and, in any case as mentioned by other reviewers, it is way too expensive for the activities offered. On top of that, if you are not lucky and one activity is on maintenance (as happened for a reviewer) or some raindrops...