Puffing Billy Railway Lakeside Visitor Centre — Attraction in Melbourne

Did the Halloween experience from Lakeside round trip stopped off for 45min went through the "haunted" museum to gather the 6 clues to solve the murder. Was fabulous, few people in costumes, staff dressed up with facepaint too. Got to sit on the sills on way down but was too dark on way back did the 730pm session in early November. Went to the cafe just before 6pm after checked in and hmgot our tickets food was great generous portions, fresh, hot and delicious got the margarita pizza, chicken parama came with chips and salad, iced chocolate and chocolate milkshake table service there is a QR code on table if you wanna sit and just get it brought to you. There's a water tap, bottles, cups, cutlery and napkins all there to grab before you sit and plenty of seating options. Around the corner bathrooms were well kept and clean. The experience was fabulous the train ride felt longer on the way back and was definitely tired by the end. Parking once I found it was fine there is stairs or the many ramps down option. No ticket to put in the windows the machine takes card is touch screen and full day is $8, $2 for a 2h minimum and will ask for your licence plate. Sitting on the sill was fabulous legs can get a bit dead after a while and we were in cabin G and there was the odd time where got some smoke or coal bit in the eye or something Sunnies helped though. Stagg are super helpful and friendly and felt was definitely a good price for all...

A monstrous hulk that got a "shock horror" reaction from me at first sight! What's this flat roofed, shipping container corrugated, dark rectangular metallic warehouse thingy doing here?? Looked totally incongruous amongst the heritage railway buildings & parkland...

The ugly pebbled vast landscaping from the upper level coach & car park area is in a parlous state with a few sorry looking tree ferns struggling to survive after over a year since planting. Needs a complete overhaul & re-think - the Landscape Architects should be held to account honestly...

Upon entry however, the interior is inviting with wood panelling & glass expansive vistas to the narrow gauge track, Emerald Lake & surrounds. The windows frame the golden, russet & red hues of autumn like a moving panorama. Has the feel of an airport terminus with easy flow to all areas which is aesthetic & functional.

Interior houses the ticket office, gift shop, function venues, a large Cafe with indoor- outdoor seating & a small Railway museum at the very end featuring the original Puffing Billy. Was hoping to see modern stylised fire places but alas! there is none. This wld have been a cosy feature in the cooler months given the hilly location.

My 2nd longer visit day before banished my doubts. I have embraced the metal hulk & al!! Hopefully it is fire-proof (flat roof design had me wondering about this) & has recycle water catchment. Address the landscaping...

I had hoped that everyone we encountered— from the train personnel to the café staff— would demonstrate a greater level of kindness, courtesy, and respect, especially towards families with elderly members. While I recognize that everyone has their own responsibilities and often juggles busy schedules, the overall impression we received was that we were an inconvenience rather than valued guests. This lack of attentiveness and warmth significantly diminished our experience and left us feeling overlooked.

Moreover, it was clearly communicated in our email correspondence and acknowledged on your end that we require assistance with a ramp for our mother to access the train. However, upon our arrival, we received no help, leaving us to carry her ourselves. To complicate matters, one staff member even informed us that walkers were not allowed in the designated area. While I can appreciate the rules, it would have been far more accommodating for staff to first inquire if we needed assistance. I must admit that this experience left me extremely frustrated, but I chose to remain silent in order to avoid adding stress during my family's visit to Australia. I urge you to consider the importance of empathy and assistance in enhancing the experiences...