We recently visited the York Museum with our family and were reminded of how wonderful this place is. The exhibits were fascinating, and the carol singers were a beautiful touch that really enhanced the festive atmosphere. The children especially loved the additional toys and machines where they could spend the odd 20p or 50p—it added an extra layer of fun to their experience. Having visited as children ourselves, it was lovely to see the museum continuing to create special memories for families.

However, our visit was unfortunately overshadowed by the behaviour of one staff member, Mollie R (as identified on our receipt), whose actions left us feeling disappointed and embarrassed. From the outset, she appeared unprepared and unaware of basic pricing information, causing unnecessary delays. More concerningly, she inappropriately and invasively asked for proof of disability within our group, which was both embarrassing and completely uncalled for, especially as a valid ID card had already been shown.

Later, when we moved to the courtyard, one of the children slipped on the slippery wet stone floor. Although Mollie R clearly saw this, she walked past without stopping to check if he was okay, leaving us to tend to him ourselves. While we were focused on him, another child admired a cannon among the outdoor toys, and instead of engaging with him respectfully, she shouted at him across the courtyard, humiliating and upsetting him in front of everyone. This unnecessary outburst brought our visit to an abrupt end, and the child is still upset about that part of the experience.

Despite these issues, the museum itself is such a wonderful place full of charm and history, and we truly enjoyed most aspects of our visit. It’s a shame that the actions of one staff member detracted from what should have been a completely positive experience. We hope the museum will consider providing additional training to ensure all staff demonstrate the same warmth and professionalism as the museum deserves.