Timbertown — Attraction in Wauchope

Very negative interaction with a staff member on the front desk at Timbertown today. She refused to tell me her name, but had pink hair and septum piercing. My daughter attended Timbertown for a school excursion. Her class usually goes on school excursions on a Wednesday, so originally didn’t expect the excursion to be on the same day as a specialist Telehealth appointment I had booked for my daughter today at 11.20am (booked months in advance so I couldn’t reschedule). I pre arranged the pick up with the teacher who advised I should call her when I arrive, find out where they were and collect my daughter because she couldn’t leave the students unattended to bring her out. When I arrived at Timbertown I said hello to the girl on the front desk and explained the arrangement I’d made with the teacher. She abruptly said I would not be allowed in and the teacher would need to escort her out. I explained that the teacher couldn’t leave the other students unattended. She then said I would need to the pay full entry fee to go in. I commented that this was unfair and she replied ‘I don’t make the rules’. I asked calmly to speak to the person that makes the rules and she said ‘I can call them but they probably won’t answer’. While I was on the phone to the teacher explaining that I wasn’t being allowed in the girl received a text message to say I was allowed in. I found my daughter and attended her appointment (which only took about half an hour) and went back to the front desk to ask to be let back in so I could take her to the teacher. The girl passed me a laminated card which had text on it stating it admits one adult for 15 mins to attend the winery. Once I dropped my daughter back to the teacher and headed to the exit and asked the girl why I couldn’t have been given the pass in the first place? She said because I wasn’t buying wine. I questioned why is it ok to go in and purchase wine, but not to collect your child for a medical appointment? I explained the situation was very stressful because if I missed the appointment it would mean I’d have to wait months to get in again and could cost me a lot of money. She told me that this was my problem and she is just following the rules. I told her that I would like her to provide feedback to the people that make the rules that it’s unfair, and asked for her name. She refused to give me her name so I offered my details which she refused to take, except for my first name. She said that the school should have told them I’d be picking up my daughter. I explained it was last minute and it shouldn’t have made a difference, surely they must have protocols in place that allow for temporary visitors to enter, and I would have been more than happy to sign in and out and provide all my details. I told her I found her to be quite rude, and that I had not raised my voice or been aggressive, and that she was raising her voice. Afterwards, trying to make sense of why the girl was being so difficult I thought maybe they have this rule so random people don’t come and pick up kids, but then remembered she said I could go in if I paid??? And people are allowed in to buy wine with no issue? And regardless they don’t have a duty of care for the children regarding parents picking them up, the school does, and they gave me permission. What would happen if a child is sick or hurt and their parent needs to pick them up? Will they not be allowed in then? Considering the substantial amount of money my daughter’s school would have paid for them to attend Timbertown today (approx 30 children) I was appalled at how I was treated. The park was almost empty except for the school and a small handful of other visitors, so it was also not a question of not being able to monitor who was going in and out due to overwhelming numbers. I have read replies from management on other reviews and would not be surprised if I am criticised and the attitude and poor customer service I received is justified, so didn’t even bother trying to contact them and asked multiple times while I was...

Had a day out while on holidays this weekend, the day was great inside the park itself, the kids loved it and had so much fun and all staff inside operating the rides etc were all so lovely we purchased from several of the businesses inside. Unfortunately after leaving and going to the cafe next door to order some lunch, the lady who works on the front desk to enter the park came in while we were eating and told us because our 14 month old baby was screaming we had to go. I understand a child screaming is annoying, he wasn’t doing it constantly just letting out a burst here and there and I was trying to shush him and distract him giving him food and drink and a dummy. At the time there was only one other elderly couple sitting in the cafe as well, we were trying to just eat as quick as we could so we could leave but for her to come over and tell us he is being too loud and we should go outside I found extremely rude. You don’t know someone’s circumstances, what conditions or disabilities a child has, would she go over and kick out every child that makes too much noise. I don’t deny his screams were loud but as parents who just wanted to go out for the day with their kids, we had a lovely time and then to receive that treatment was really disappointing. As parents I feel discriminated against. Children are apart of life, apart of society and if they bother people that much maybe don’t leave your house because your bound to encounter them at some point. We immediately stopped eating our food and got up and walked out. We did go back to the lady at the front desk and said a few choice words that were probably uncalled for I admit, however came after she said she doesn’t have kids or want kids now basically because of my little boy. I had told her we were trying our best to get him to stop whenever he screamed and she just tried to tell us basically we should’ve done this or that…if she doesn’t have kids she wouldn’t understand the situation we were in and how hard it can be to navigate….because he is 14 MONTHS OLD!!! He does not understand! She totally ruined an absolutely lovely day we had at Timbertown. We came and spent a few hundred dollars, for entry, at the little shops supporting local businesses, then on food. To come over and interrupt us while eating and tell us how to parent our baby and then tell us to take him outside…he isn’t an animal he’s a human being. You don’t know peoples lives or stories or the struggles they face day to day just getting out...

Timbertown is a beautiful heritage park, alot of the Staff were wonderful and worked hard to make it a fun experience, and the attractions are really enjoyable and I'll definitely return.

For my toddler it was probably his greatest day on earth, tractor rides, farm animals, and train rides all on a beautiful bush landscape

My older son loved the gold panning, and the steam machines and eodal boats

My kids honestly had the best time ever and didnt want to leave, it's set amongst beautiful bush with tractor rides, train rides and lots of animals it's such a great day out and we had the best time.

however, I can understand why some might be a bit upset with aspects of the park

Some suggestions id make , lack of visibility in some of the buildings and strange rules like not being able to ride the last train unless you entered at a certain time, or the pedal boats not running all day etc fee changes like that would be great

To really boost visitors I would do a Halloween ghost town theme a few spooky decorations, a disco in the hall , increase hours in summer, consider theming around things like Australia day, having some live music and bringing the park to life

I can see the potential in its future, and again me and my family had the greatest time these are merely suggestions for improvement and things I would genuinely enjoy and attend.

Also would like to note a smile goes along way, the lady at reception is probably the owner and so I say this with respect, but I have 15 years in customer service and a smile goes along way to help people return

The men in the park do a great job, and it's a really beautiful site . I'd even use your venue for a wedding, or reception and again that's something you should consider.

To the owners you have the world in your hands ,I believe in your park its absolutely beautiful but needs some care

I And for anyone who has read this far I definitely do recommend visiting it is a great day out. Kids will love the horses and other animals, the tractors, gold panning, and train rides. The mini train was a personal...