Lilidorei at The Alnwick Garden — Attraction in Alnwick

Totally disorganized, woeful communication and appalling customer service.

We booked tickets to Lilidorei and Alnwick Gardens months in advance, travelled the day before and booked a hotel nearby.

The tickets and website said opening was 10am. I arrived at 945am and the gates to the main parking lot were locked. I parked in the accessible lot. The website site indicated that parking was 3.50pounds. I asked a member of staff in the parking lot where to pay and the answer was “I don’t know where you pay but you have to pay, there should be someone in high-vis jacket somewhere.” Nope.

Wandered up to the ticket office and intercepted another staff member. They said, “you’ll probably be alright without paying today mate.” Not very reassuring. Anyway, it was 10am now so we wandered down to the Lilidorei entrance. Everything was locked up. The lady on the shop told us we could access through the side tunnel. It was locked. She then told us they were waiting for staff to turn up. 5 minutes later she came out of the shop to tell the queue that the opening was delayed until 11am to assess the weather as it was supposed to be windy. At that time the weather was blue skies, sunshine, with a light breeze. A perfect winters morning.

So we headed back to the ticket office where I wanted to check if we could go to the gardens for the first hour. The lady in the ticket office opened the door and this was the gist of the conversation:

“We’re shut, what do you want?” Me: can we go to the gardens while we wait for Lilidorei to open “No, it’s shut. It’s too windy” Me (surprised): it’s too windy to let us walk in the gardens? “Yeah, there are trees in there, you can only go in the gift shop and cafe, and we might not open at all today” (Now my kids are really upset and I’m noting that the walk to the gift shop and cafe from the parking lot is along a tree lined path…..which wasn’t an issue) Me: “can we get a refund if you don’t open?” “Yes” Me: “will I get anything in recognition of my wasted time, cost of hotel, petrol etc.” “No, we posted this on Facebook, you should have checked”

At this point I was losing my temper so had to walk off. My kids were crying

I checked Facebook. There was an update, sent at around the time we were pulling into the car park. Nothing on the actual website. No apologies, no recompense, our options were spend money in the shop/cafe, sit in the cold, or leave. Even a voucher for a warm drink while we waited would have been appreciated.

We headed back down to Lilidorei at 11am. Just after 11 a lady wandered down, rattled the doors and said “well I can’t get in either.” They finally let us in 5-10mins later. By noon it was absolutely pouring down. If they had let us in at 10am per the actual opening time, we would have had 2 solid hours of play in decent weather.

1130am we went to one of the food stalls where they charge 7 quid for a hot dog. I asked if any food was ready. After some awkward back and forth it was apparent nothing was ready and I’d be waiting 20mins for a sandwich. Instead I went to the waffle stand and, after paying 13 quid for a couple of waffles, I watched the staff member use her fingers to scrape ice cream off the scoop onto my daughter’s plate. She was not wearing gloves.

Later on we went to the gardens. The lady admitting us recommended the Poison Garden. So we went over to take a look. We entered the area and a gentleman loudly called us out……”just wandered in here have you? This is guided tours only!” We left and I checked…..there were no signs indicating this at all. There was a sign for tour times, but there was nothing to say there was no admittance unless you joined the tour.

The entire time we were visiting not one member of staff said good morning, how are you, or interacted with us in a vaguely positive way, in fact it was quite the opposite. We were made to feel unwelcome and I got the impression that some members of staff actively despise visitors. I’m sure the owners don’t care though, they got 100...

Went with 4,5,7&8 year old. Planted Fir trees as you go in and all around the Lilidorei are going to make place look and feel fabulous when they grow bigger.with lights on in the evening it must look good.

When we arrived we got told to put down your bags down and go and play with your children on the adventure play equipment. Would not know what you would do if you needed to put your bag securely somewhere as there is no lockers, not anywhere waterproof to store your belongings if it rains. My advice is not to bring any bag apart from one with drinks and snacks. Leave everything else in the car.

Play equipment mainly consists of the main cramped small climbing tunnels ,rope bridges and tunnel slides. Not much other equipment such as swings etc. Not really suitable for any child under 4 or children who do not like large slides or walking at height.

After being there for only 20 minutes I saw a child being rushed off with a large cut to there head. Presumably they had to go to A&E for stitches. The reasons become clear later.

Climbing as a adult can be challenging as some ladders and tunnels are restricted in space. Don't attempt if you suffer the slightest claustrophobia. Being tall or large will be a big disadvantage.

I must have banged my head at least 5 times. Once on a low level exposed metal beam that are every where on the main tower structures. There appears to be very little effort to try and put padding on exposed beams. I did see children running around with a bit of pipe insulation that I presume they took of something. Presumably the child who had a head injury must have hit one of these while climbing or fell from something. After a while I saw lots of kids having accidents. Hands and fingers being crushed on ladders as other children stood on them. Children falling if the climbing equipment underneath. Presumably it is acceptable here?

The village as they call it was disappointing Doorbells on most of the houses did not work. The story telling was good as there was plenty of child involvement. But the rest of the village was disappointing a few people dressed up did help improve it for the younger ones. But it does not do much to draw the crowds. A few places were children can get tattoos , made butterfly's with paper and make a wish at a tree, and that's it. There was tea and coffee facilities but did not try the food outlets as we went at 9.00am

Overall my verdict is that we had to come with the children as we have visited Alnwick castle and gardens every year while on holiday in area. But I definitely would not come back to the Lilidorei again.

They need to try and make it safer in my view stop the head bangs etc.

Secondly either try and control the number of people allowed in the main area. Or try and make other areas more interesting to draw the crowds off the main play equipment.

Put covered areas in so people belongings do not get wet, or place lockers for people in the main entrances.

Thirdly. Reduce the price as it not worth it. Adults have to pay yet most adults are not doing the activities. I now that is the case for most places. But its not worth going unless you are a active parent. Really parents should be a reduced rate, defiantly over 65 should be half price.. (Not worth older grand parents going as they would not be able to do much . unless you tell them to look after your belongings) There is a small discount if you buy both tickets for gardens and the Lilidorei. But in my opinion, just go to the castle and gardens instead.

Don't expect customer services to answer this or reply to the review as they only want to hear positive feedback and ignore any type of criticism. It's called putting your head...

Llondorei Anwick Gardens is a spectacular destination that offers something for visitors of all ages, making it an ideal spot for a family day out. Nestled in the heart of the countryside, the gardens are a stunning blend of natural beauty, engaging activities, and thoughtfully designed spaces.Upon entering the gardens, you're immediately greeted by vibrant flower beds and lush greenery that set the tone for a relaxing and immersive experience. The garden's diverse landscapes, from serene woodland paths to expansive lawns, provide plenty of opportunities to explore and enjoy the natural surroundings.One of the biggest highlights of our visit was how much the children enjoyed themselves. Llondorei Anwick Gardens features a fantastic play area with several big slides that quickly became a favorite among the younger members of our group. The slides are well-maintained and designed with safety in mind, allowing the kids to have fun while parents can relax nearby. It was wonderful to see the children so engaged and happy, which added an extra layer of enjoyment to our visit.In addition to the play area, the gardens have several other family-friendly features, including a beautiful koi pond and plenty of open spaces where kids can run around freely. The entire family loved the variety of experiences on offer, from the peaceful, shaded pathways to the interactive play zones.The staff at Llondorei Anwick Gardens were incredibly welcoming and knowledgeable, making our visit even more enjoyable. Their passion for the gardens was evident in the detailed tours and the care they put into maintaining every corner of the space. The on-site café was a hit too, offering a range of tasty snacks and drinks, perfect for refueling after a day of exploring.While the gardens are generally easy to navigate, some of the paths are a bit uneven, which might be something to consider for visitors with strollers or mobility issues. However, this is a minor point in an otherwise outstanding experience.Overall, Llondorei Anwick Gardens is a true gem for families. The combination of beautiful landscapes, engaging activities, and a welcoming atmosphere makes it a top-tier destination. The children's joy at the big slides was a highlight of our visit, and we can't wait to return for another day of fun...