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 there anyway.