"Waddesdon Manor - a true gem - wonderful care and service from amazing staff"

Firstly, we would like to express our gratefulness to Jim Kellett for the great customer care. As Visitor Experience Supervisor, he attended to our family graciously, allowing us, especially our Mum (who is unwell) to feel looked after and reassured. These past few years have surely been a difficult period for us and we were very glad we had chosen Waddesdon as our special day out venue back in May.

We send our compliments to a customer service staff: Paul who has been so kind and attentive to us. Well done!!

A special mention to Ms Gwyneth White (Volunteer - Guide) who is not only incredibly knowledgeable on Waddesdon's history, it's manor house and gardens, but was extremely kind-hearted to extend her care and time to enlighten us so well about Waddesdon. Bravo!

A sincere thanks to all the staff!

"Nymans House June 2023"

On a visit to Nymans House in June 2023, I was told at Reception to see the lady standing outside who would give me a map and directions to the house. I went outside and the lady pointed to a map on the wall and said there it is. When I asked her which way she said there are two routes, both the same distance. WRONG. Thinking she was correct I followed some people along one of the routes. It was a very long way, and considering I have walking difficulties with walking stick I was upset to find after my visit to the house and went outside someone pointed me back on the other route which was about a quarter the length of the other route. When I got to the house I was totally exhausted and saw 2 chairs at the entrance and sat on one. With that a very angry lady came marching up to me shouting at me and shaking her finger, saying no no no you can't sit there. SHE GRABBED MY UPPER ARM AND PHYSICALLY HAULED ME OUT OF THE CHAIR. She said you are not allowed to sit on this chair. I said there is normally a sign saying do not sit here. She said there is a holly leaf. I looked down, and there was a brown withered holly leaf, the same shade of brown as the chair, which I had not noticed and nothing stuck in me when I sat down. I was very upset. I complained and was given a free tea and scone. That in no way compensated me for the upset. I have had a Whipple operation and chemotherapy for pancreatic cancer and this was supposed to be my treat to myself. It also happened to be the birthday of my husband Richard, on 14th June, had he still been alive. So I had wanted it to be a special day. I was told that making a complaint locally would be swept under the carpet and to complain to head office, which I did. The reply just referred me to Nymans House. Not helpful. So I returned my new membership card and cancelled my membership. I am totally upset and disgusted with the treatment I received at Nymans House by two of their staff members, and at the pathetic response to my email complaint, and absolutely not a peep after I wrote a letter to National Trust and returned my card with the reasons for my cancellation. Incidentally, when I made my complaint at Nymans House I saw a whole load of maps. I don't know why I wasn't given one

"Corfe Castle"

Recent visit to Corfe Castle “This is even better than telly!” Bonnie aged 5 years

"I've been waiting nearly 3 months for…"

I've been waiting nearly 3 months for the parking permit for my membership so I still can't use the membership. Obviously won't be renewing, happy to support historic building but I do actually want to be able to use the membership. Been back to the location I brought it from and they said it's a known problem and I could be waiting a long time!

"Great visit to Quebec House in…"

Great visit to Quebec House in Westerham today. Anna Walters welcomed us with friendliness and humour, she set the scene for our visit. All the ladies in the rooms were so knowledgeable and only wanted to help us understand what we were looking at.

"If there's a problem they will not help."

I bought a membership online before our trip to England and they never sent the membership card. When we arrived in England and called their customer service number they said that the credit card was denied so they did not issue a membership. True the first time the charge was denied but payment went through the second time. We tried several times to contact by email requesting help and the first time they took a week to respond and after that stopped responding at all. In the end I had to pay for a membership a second time in person so that we could use it on our trip. I am now home and requesting my credit card company to treat the first charge as fraudulent to get my money back. The trust has wonderful properties but their customer service is the worst I've ever dealt with. I suggest that you only buy memberships in person when possible.

"No joining Gift Card"

I joined Nat Trust on 1 April 2023 and its 3.5 months later and I am still waiting for my £15 gift card. The offer is still being advertised. I have emailed 3 times now and still no reply. I joined Nat Trust as my membership with Historic Royal Palaces came to an end. What a difference in the way they treat members, HRP 5 star Nat Trust 1 star

"No go for dog owners"

We recently inherited a dog from a relative no longer able to look after it. We have now discovered that the National Trust is not dog friendly. We were denied entry into the gardens around Lanhydrock and more recently, denied access to the deer park around Dyrham Park (despite assurances we would keep it on a short lead). We completely understand that dogs should not be allowed inside properties but to bar dogs from the gardens and environs (and the cafes) seems unnecessarily intransigent and petty. Sadly, we can't ditch the dog so may have to ditch our NT membership

"Holiday cottage with no hot water and NT initially slow to sort"

Holiday cottage with no hot water after 1 day - called (many times) to NT 'support number' - no-one particularly interested - eventually a plumber came out and left us a note saying a part for the water heater was needed (with no indication about when it would arrive). So no hot water for one, two, three, four days. We spent a lot of time trying to get some action / alternatives and were promised many callbacks by NT that never materialised. Once I uploaded a 1 star review to trustpilot and submitted a formal complaint by email things seemed to happen more quickly - we were called and finally provided with some clear communication - water would not be fixed anytime soon - no alternative accommodation was available - but a full refund was offered if we left that day - which we did. Inevitably things go wrong but it is astonishing that an organisation as large as NT cottages couldn't step up to sort this issue seamlessly and quickly, without us spending time chasing. It was positive that a refund was offered, although our holiday was significantly impacted.

"National Trust"

National Trust - The Children's Country House at Sudbury
After being closed for almost 2 years during COVID (when other properties managed to open ), we were disappointed that they have diminished Sudbury Hall to an entertainment centre for toddlers.

We are now forced to book 1/2 time slots even for a stroll in the gardens or to use the Cafe. The additional cost is not proportionate to any added value (there is none). You cannot use NT Gift vouchers because your have to book online.

The Toy museum has few additional items in it despite the amount of collections held in the attic of Sudbury hall itself.

The Pink neon sign and Disco Balls frankly look ridiculous in a Regency Ballroom. Swapping out Mr Darcy's writing desk for Kids furniture, an absolute Tragedy.

Most of the new younger staff could not answer simple questions on the History of the Hall , all books of information formerly at the hall are no longer available. Leaflets given for you to read were taken back off you.

Other than the School classroom experience, the rooms did not have staff available to help children interact with or explore their surroundings.