Chessington World of Adventures Resort Reviews 

I visited Chessington with my disabled daughter and had a very distressing experience with the Ride Access Pass system. Despite providing up-to-date DWP letters confirming her eligibility, we were refused a pass. The manager was rude and dismissive, telling us “there’s nothing we can do.”
We had already spent over a week applying via Nimbus and only received the code the day before, but the Merlin system wouldn’t allow us to activate the pass for the day of our visit. After more than three hours of waiting and going back and forth, we were not able to go on a single ride. In the end, we had no choice but to cut our day short and leave.
Chessington claims to cater for disabled guests, but our experience proved otherwise. The process is complicated, unsupportive, and has left us both upset and disappointed. Families with disabled children should be aware that accessibility here is not what is promised.

Yesterday, I visited Chessington World of Adventures with my foster daughters. It was a very special day for my 10-year-old foster child, who has multiple disabilities and cannot walk for more than 10 minutes. This was her very first visit, and we had been looking forward to it.
Unfortunately, our experience was extremely disappointing and upsetting.
I had already registered online for an Access Card and had a barcode, but the pre-booking system on Chessington’s website repeatedly showed an error message. Despite trying several times, it would not allow me to book.
On arrival, I showed the confirmation email and registration details at the ticket office. The first staff member was polite and directed me to another desk, but the staff member there (name given as Casey) was extremely rude, both to me and to others in the queue. I personally witnessed several people leave the line, frustrated with the way she spoke to them.
When I explained about the website problem, Casey simply told me she could not help, refused to print the access card because “the printer isn’t working,” and dismissed my request to speak to a manager, saying the manager would “just say the same thing.” She was openly rude, unhelpful, and made what should have been a positive day feel stressful and upsetting.
When I insisted on seeing a manager, he did at least try to help and managed to print the card from elsewhere, which makes it even more disappointing that Casey chose not to.
To make matters worse, while I was waiting, Casey then accused me of taking a photo of her. This was completely untrue and very upsetting, especially as another staff member from “management” loudly repeated the accusation without any evidence. I even showed my phone to prove I hadn’t. Being accused in this way on top of everything else was deeply insulting.
In the end, we wasted over half an hour at the ticket office, which caused distress to my foster child and spoiled what should have been an exciting first visit.
For such a large, well-known attraction, I expected far better customer service, especially when dealing with disabled access and vulnerable children. The lack of support, the rude and dismissive behaviour of ticket office staff, and the false accusation were completely unacceptable.
Chessington needs to ensure staff are properly trained in customer service, disability awareness, and sensitivity. A day out for children with additional needs should feel inclusive and joyful — not stressful and humiliating.

Unfortunately I could not go on any rides until 12 due to having to receive a one day ride access pass due to semi-new rules I hadn’t known about. Otherwise we had a great time. Additionally we came across some issues with the new scan a code and wait time system for disabled people. On one occasion we had waited the appropriate time and quests for our next ride. We got our QR code scanned, then the lady who scanned it said it didn’t go through whereas on my phone it had been accepted with the count down for time begun. Unfortunately we were not let on the ride, even though we were not at fault and the lady wasn’t very helpful. I understand that they have to be strict but it was just a system fault and we had already been standing waiting for 10 minutes to try and resolve the issue which is painful as a disabled person.
Worth noted there is few step-free rides so would be great to know which ones require how many stairs and ect
The unlimited photo package was very worth buying especially as we were a large group and wasn’t expensive considering how much you may for a copy of just one usually.
Robyn absolutely made the day. She was wonderful and knowledgeable, I truly hope she gets some recognition for hospitality

Opens at 10 closed at 5pm it should be 8am to 8pm or 10am to 10pm

We did 4 rides in 7 hours absolute rip off

Absolutely appalling customer service and a rip off. Customer service reply via an email we can't respond to. We booked reserve and ride for children with autism and adults with a health condition and we paid a lot of money and received nothing in return. It's a waste of money and not any faster than the normal queue. The park closes early. Staff haven't got a clue. Poorly signed park. Lots of rides aren't working and the zoo or zafari is rubbish 3 animals out of 8 or 9. They are taking money from visitors and there are barely any rides and there isn't enough time to get on all of them. Thorpe park is better by far. Don't waste your money visiting Chessington park. It's cheaper and better to visit your local park.

Avoid at all cost
Complete rip off!! Was in there for six hours and managed to get on two rides. Was told by information desk that there was a big corporate group there so they took up all fast track etc. fail to tell you this when you book obviously.
Food overpriced 4.75 for a small drink fish and chips 62.00.
Toilets absolutely disgusting 🤮
Unhelpful staff!!
Animal conditions look terrible
I would not even give one star but you have to add something.
Best part of 300.00 to go on two rides.
Please don’t waste your money much better places to go than this

Trying to book access ride slot! It clearly states on the website that you now need to book 7 days in advance if you want an access ride.
I tried to book this today for August after we’ve just booked our break. Only to find there are now no slots until September!!!!

When I emailed to ask why I was told that it was the height in the season which I gathered but I did suggest that they put in the site that is you want to go in August then you should at least book 10 months in advance.

Was advised to rebook for a day the slot were available!

Absolutely horrendous customer service

Have absolutely no idea how my son will cope but that of course isn’t important to Chessington!!!!!

We went to Chessington a couple years ago and had a lovely time; however, our most recent visit in June 2025 left me with a sour taste.

We arranged an access pass for my son who is non verbal autistic, struggles with crowds and sudden noises, and tries to escape and therefore uses a buggy at 5.5 years old.

I appreciate that a theme park is not the best place for him with these particular needs, but we had hoped to use the access pass to get onto a couple small rides together as a family of 5 (mum, dad and 3 kids)— NOPE! The pass limit is 3 people + the disabled person so the only way to get on rides as a family of 5 (without my son having a meltdown in the queue) is to purchase a pass for one person… and extra expense for an already expensive day! As a result we only used the access pass for one ride.

The staff at guest services completely lacked empathy for our situation and one staff member in particular had an incredibly rude attitude towards my husband. Her behaviour was absolutely shocking and ableist!

The only positive was that the newly installed sensory room was great. My son thoroughly enjoyed it while the others in our group went on a few rides (it happened to be a super crowded day)… but it wasn’t really worth the entry fee just for this.

I booked a trip to take my wheelchair-dependent child for a 2nights stay. After arriving and spending several hours in the park, we were refused entry to every single ride we tried (despite having and using the Ride Access pass, booking the ride in advance on the app, and using the wheelchair accessible entrances).
In complete frustration and desperation, we went to the hotel reception (before we even unloaded the car or accessed our room) to cancel our 2-night stay, and where they implied we would get a full refund. It appears that will not actually be the case. We have had no refund, or any kind of apology.
I can’t express the disappointment and annoyance at not only loosing all the money, and also missing out on a desperately needed short break, but the absolute lack of compassion, support or assistance we had during our short exposure to the park. It was shocking the lack of disabled awareness of the staff and the implied but inaccessibility of the rides. We have visited other theme parks in this country and out, and never had issues like this previously.
We certainly will never return. And would strongly urge anyone who has mobility issues to avoid it at all costs.
I did complain by email (twice!) and this is their unfeeling, inadequate and inappropriate response ……

Thanks for reaching out to us, I hope you are well.
We appreciate you reaching out to us to let us know, thank you.
We hope you have a lovely rest of your day, please do not hesitate to reach out to us again regarding any further enquiries.

** UPDATE **
Coincidentally, I have since received a refund.
Thank you to whoever facilitated that.
Much appreciated.

I stayed overnight at the Azteca Hotel and I loved every minute of the experience. I have a 3 year old and an 8 year old and it was perfect for them! Day 1- all about the kids and 2nd day went on some semi thrilling rides! I was so happy that my youngest was allowed on the river rapids, tomb blaster, gruffolo ride and zufari ride! We had the best time ever! My eldest and I went on the Tiger Rock ride by ourselves and she loved it! I also went on the Vampire ride on my own and it was good fun! I absolutely loved it! My advice to all is to check where everything is in advance on the map and go early to avoid queue rides!

We have been comeing to Chessington for 7 now we go every year, when I frist started my parking was 7 pound now its 12 to park in an field , the buffet used to me 13 now 22.50 for adults
The rides are all the same no new rides nothings changed no shows other then 2, the hook an duck for 12 pound well all the ducks have got number 1 on......
The girl was vile on their....
Pure nasty

DONT BOTHER GOING TO THIS PARK. Poultons is way better, light years ahead of this park and much more to do for all of the family. Go there instead. The customer service is absolutely terrible. I am talking bad here. Like zero stars. The staff are so bad. No help. They don’t want to help. They don’t have a clue. The girls on the helpdesk arrogant, ignorant, they don’t know what they are doing or they don’t want to do anything. Do they have training? I don’t see it. I’ve been to several theme parks and the staff in others are great compared to this place. Such a shame.. I WORST CUSTOMER SEVICE EVER. I won’t go back. Ever. The rides are all ancient, old and rattle apart from the new coaster they have which is ok. It’s really fun waiting an hour odds for that in the burning heat with ZERO cover from the sun. If you lose something at this park they won’t find it, or look for it. They won’t show you any sympathy, compassion, they won’t care. Because the staff are just so bad.

The rides are safe and really fun I was just a little concerned about the tigers cuz there were like no tigers the gorillas were cool the waters rides the fun the food amazing. Recommend this Summer holiday!

Poor customer service, Staff stole my property and advised it was not there. I phoned the hotel within 20 minutes of leaving. They advised it would be there and then told it was not. If the staff checked when I phoned it would of been there. Staff rude. Food overpriced.

Underwhelming experience. Several rides for younger children (a 4 year old) were closed, contributing to long queues for the relatively few rides that were open. The rides also seemed shorter than at other theme parks we have visited recently (e.g. Efteling in the Netherlands, which we would highly recommend). The experience was also impacted by lots of large teenage school groups creating a rowdy atmosphere, including excessive shrieking and loud swearing on some of the rides aimed at younger children, and we were incorrectly advised by staff on the door about the food options that were available in the pizza/pasta buffet restaurant. All in all quite a disappointing experience.

We visited Chessington World of Adventures on 14–15 July to celebrate my granddaughter’s 10th birthday, expecting a fun and memorable family trip. Instead, we were met with chaos, overcrowding, and a complete lack of control due to the overwhelming number of unsupervised school groups.
Despite purchasing fast-track services (Reserve & Ride and Ultimate Unlimited), the experience was no better than using standard queues. The park was overrun, queue times were excessive, and the behaviour of many school children—pushing, swearing, queue-jumping, and even mocking a disabled guest—was appalling.
We reported this to Customer Services on-site and were told many others had complained.
We were advised to submit a written complaint, which we did, only to be told that because our passes were scanned, no refund would be issued. This completely ignores the fact that the services were ineffective due to circumstances beyond our control. Simply scanning a pass does not mean we received the value promised.
As loyal visitors who come 5–6 times a year, we are extremely disappointed—not just by the experience, but by the dismissive handling of our complaint. We expected better from Chessington.
Would not recommend visiting during term time or spending extra on fast-track services. The park is clearly not equipped to manage large school groups, and customer care has been sorely lacking.

Booked in for a over night stay with my partner and can’t say anything bad tbf had a amazing experience with the vip giraffe feeding safari was out of this world getting to feed them and just learn about them and have them close up and personal was something else words can not say
the staff was amazing didn't catch names but the young fella with the pink hair had not long crossed over from Rides to the animals was brilliant running the show was amazing very friendly and interactive made the experience even better props to him perfect for the job also was abit lost when looking for the enclosure for the giraffes and had to ask a pair of workers where to go at one point Aswell at the porcupine enclosure and I can not say more how helpful and friendly they was and even let me and my partner hold a ostrich egg and a porcupine spike and that was out of this world so just wanted to say massive thank to them aswell saved us from missing out at last minute Aswell and also we then bumped into the same lady and again who was more then helpful and friendly again In the ape area who then told us so much about the apes aswell again just only wish I got her name but still wanted to say a massive thank u to her and her colleague
And also the safari hotel all the staff there friendly helpful made Everything easier then it even needed to be just wanted to say massive thank u to u guys Aswell blonde lady running breakfast ans who helped us find the pool and stuff was out standing aswell. will defo be returning in the future. Few things I would def say could be worked on tho is park being open abit longer defo in height of summer!!!!!! for sure 9 till 7 seems way more reasonable for everyone and also charge lil bit more on doors but drop prices inside food drinks etc 20quid for burger and chips ain’t just criminal but just embarrassing for you guys when your doing good in every other aspect all in all tho amazing experience

Rabah the worker from the smokehouse grill is one of the nicest guys ever and was very polite,I would recommend going there and giving good reviews.Thank you Rabah!

We stayed at the Chessington Safari Hotel from 10th–11th July 2025 and had high hopes for a special one-night getaway with my child and mother. The hotel is undeniably magical in terms of theming, views, and animal experiences—there’s a lot of potential here. Unfortunately, our stay was marked by a frustrating pattern of miscommunication, inconsistent service, and customer experience letdowns that left us more stressed than we should’ve been. We needed that peaceful getaway and quality time.

Booking & Room Changes:
We initially booked from abroad via Hotels.com, which meant we couldn’t add the children’s Safari Pack during the booking. My mother (UK-based) called ahead and was told to request it upon arrival. When she flagged the 48-hour requirement, she was given an email, and the team responded kindly by upgrading us to the Giraffe room as a gesture of goodwill. Later, I called personally and spoke to Joe, who helpfully moved us back to the Monkey Temple room with a Wanyama Reserve view (which my daughter specifically wanted), and arranged the Safari Pack with a pay-on-arrival option. Joe even followed up with an email, and we felt reassured—great service.

Check-in & Safari Pack Disappointment:
A lovely receptionist (relatively new) checked us in early, which was a welcome surprise. She took payment for the Safari Pack using my virtual card and confirmed it would be waiting in the room. It wasn’t. After asking again, another kind receptionist cheerfully promised my daughter the pack would be there after our day in the park. It still wasn’t.

When I returned to reception, the evening team acted like none of this had happened. No record of payment, no notes, no Safari Pack on file. It was both baffling and humiliating to feel as though I was being treated with suspicion. I provided Joe’s email, payment screenshots, and explained everything. A young manager told me to wait 30 minutes, as the morning staff would remember, while they checked with the morning staff—who then, incredibly, “didn’t remember” any of it. The feeling was borderline gaslighting, even if unintentional. Although the manager said the miscommunication was being escalated, she came across as defensive when she said, "as I said, you can come to the front desk and pay for the safari pack now." No real apology or compensation.

Swimming Pool Issues:
A staff member at the restaurant kindly gave us all the info about the pool and dining times and other information, he booked us in for dinner and breakfast however the pool was on an extended closure so we couldn't yet book; however, by the time we tried to book, the pool was full. We were told to check back in 15 minutes. When we did, a different staff member dismissed us entirely and, when I asked if guests could be made aware of the need to pre-book, she defensively said it’s in the booking email and implied the mistake was ours. Guests book the pool days to weeks in advance. The mistake wasn't ours. Our email (via a third-party site) contained no such link or instruction. Reception didn't let us know, the Zafari Grill let us know we had to book with the pool.

I checked and returned to the pool to let them know, and another staff member and his colleague was gracious, validating, and helpful. He explained the issue was known and being escalated to IT. He allowed us access to the pool (with kindness and flexibility), and we were really grateful. This was the kind of thoughtful problem-solving that elevates a guest experience.

Dining Experience:
The restaurant staff were solid—welcoming and efficient. However, my mum ordered a Pimm’s only to be told it’s on the menu but not actually available because they don’t stock cucumber. It’s a small thing, but confusing and avoidable.

Park Restaurant Disappointment:
The pizza and pasta buffet in the park—undoubtedly a draw for kids—was open when we arrived, but group of families were turned away with a blunt “No. VIPs only.” This wasn’t signposted online or at the door. Many families, especially with younger children, were visibly disappointed. If it’s closed Monday to Friday for VIPs, that needs to be clearly communicated.

Also, I'm sure it was unavoidable, but the popular Gruffalo ride was intermittently out of service on the 11th.

Final Thoughts:
I’ve worked in customer service and management, and I fully understand that things go wrong. What matters is how those moments are handled. Across our stay, we encountered staff who were excellent, staff who were lovely but not equipped, and staff who acted more in self-protection than service. Being dismissive or defensive when a guest is calmly trying to explain a situation only adds to the frustration and ruins the atmosphere.

There’s a disconnect between the immersive promise and the operational delivery.

I visited Chessington Park with my family several times and, while it's a nice park, my experience left me feeling quite disappointed. The operating hours are very short, and the queues are excessively long, which made it stressful, especially with kids. On average, we could manage only about 6-7 rides throughout the day.

To make matters worse, the park now closes even earlier at 5 PM, which feels unfair considering the ticket prices. After having an annual pass for over a year, we even canceled during the winter and planned to return in the summer, but I'm now hesitant about coming back.

Here are some suggestions for improvement:

1. **Add More Attractions**: Increasing the variety of rides would enhance the experience and reduce wait times on existing attractions.

2. **Decrease Visitors Per Day**: Managing the number of guests could help alleviate the long queues, making it a more enjoyable visit for everyone.

3. **Extend Opening Hours**: Longer hours would allow families to make the most of their day without feeling rushed.

4. **Make Queue Areas More Engaging**: Improving the aesthetics and activities in the queue lines would help distract kids from the wait, as nobody wants to spend their day just standing around.

Ultimately, people visit the park to have fun, not to spend all day waiting in line. I hope Chessington Park takes these suggestions to heart, as I would love to see improvements before considering a return visit.