Our Disappointing Oblivion VIP Track Walk - Alton Towers NEW Experience Review
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- Опубліковано 11 жов 2024
- Alton Towers have launched a new range of VIP experiences for 2024, including track walks on Oblivion and Wicker Man. In this video we talk about our lift hill climb on Oblivion along with sharing our full review of the experience.
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Thanks for watching! Here’s an update regarding this situation: Alton Towers have since changed the rules to allow phones that are secured in a pouch to be taken onto the experience. Photos and videos are allowed in certain areas.
The park have also invited us back to experience the Oblivion track walk again at a later date, with the updated camera policy. We also did a Wicker Man track walk this week which was a fantastic experience. Our video from this will be on the way soon!
Sounds like they have taken onboard feedback, sign of a good company who can take on board criticism and do something about it. Look forward to you going back on it
Was there a safety briefing on the Wicker Man One?
No photos or videos!? That's totally not Cool Alton towers! NOT COOL AT ALL!
Will you be accepting the invite back?
Good to hear you've been invited back.To change the policy before you go and then change it again after is not on.Something sounds really wrong at the park at the moment.Health and Safety would have a fit about the safety equipment not being dempnstrated,
Can I just say I really appreciate the honesty here. It would have been so easy for you to just keep positive but to be brutally honest and say you WOULD NOT recommended it in its current form is exactly why I love this channel. It’s easy for us to have theme park bias and to support them unconditionally but to say your honest opinion about your local park that means so much to you is to be commended. 👏
Agreed. My respect has gone up massively, and it was already pretty high. Integrity means so much.
Thank you. We’ll always keep things honest and also constructive on our channel!
Agreed
It was only £80 not exactly VIP price 🤷🏻♀️
@Laney2272 I would say £80 is definitely a vip price for what is a very short experience .
That's more expensive than a full day's entry to the park.
Either you don't earn your own money or your very well off 😂
Considering the smiler is still quite fresh in our minds and the failings there....how they managed to fail to demostrate a basic safety procedure that could prevent a serious incident baffles me. Im glad youll get a second chance to experience this and hope this highlights how important your videos and input is as anyone else may have not relised they needed a safety briefing. Good work for highlighting this😊
I absolutely adores shawns presentation style. Charlotte compliments it perfectly. As a duo they work so well together. Love it x
Thank you so much
I think you guys and everyone who has done the Oblivion experience with this poor organisation should now get a FREE VIP Experience again so you can use your Camera or phone as they have now updated their T&C's. Come on Bianca Sammut, if you read this, you should at least offer that??
Of course.
The park have offered us the chance to return and do this experience again. This time filming and photos are allowed in some areas!
@@ThemeParkWorldwide That's really good of them! Cannot wait to watch!
I feel like there's so much more they could do for a VIP experience like this. Let people see the maintenance shed, run the ride empty and let people watch from the operators cabin to see how the ride is controlled - the sort of stuff the general public don't get to see at all.
Good call.
Definitely. They could make this such a special and memorable experience!
Massive respect to you two for your honesty and integrity. Not many UA-camrs in the leisure/travel sector are genuinely impartial like you.
Shawn and Charlotte - this is why I love watching you guys and your channel so much. You keep it down to earth. You’re honest in your reviews and it’s so nice to see actual upfront reviews which is helpful to us fans. We are going to Portadventura in May with the kids and we haven’t been since they were born and because of you guys we are going with the open mind that operations doesn’t appear to be the best and that on this park we might actually go for a fast track if it seems like the park is going to need it (and we have never yet given in at a park and bought it but feel it may be needed at this one so will factor that cost into what we take money wise - if we don’t buy it then a bonus)!
In regards to this video - I hope they give you both a free return experience now they’ve changed the rules! 😊
Thank you!
really appreciate your honesty here, you guys do great jobs... looking forward to hopefully seeing you in the parks one day :D
Thank you
Alton Towers should thank you for this review. It’s like they hadn’t even thought about what the customer experience should be and you just laid it out for them A to Z in 25 minutes.
got to do the track walk for free in 2016…
the ride went down as we were halfway up the lift hill and we got evacuated 😂
And you’re £80 better off!
Just a crazy decision from the park, especially when they then offer to take a pic on a go pro!! Naughty to change the T&Cs so close to the event. Shame for everyone who paid for this "VIP" experience.......Glad they've seen the error of their ways and changed the rules.
Unfortunately so. I hope lessons are learnt from this!
Makes Willy’s Chocolate Experience seem good value for money.
Thanks for sharing your experience.
Putting aside the disappointment, there’s some major red flags there from a H&S perspective. I’d imagine Alton Towers will be hurriedly rethinking their safety procedures to avoid any potential litigation, should an incident occur.
It would be nice to think so, I reckon they are just thinking about how much more they should be charging & if they can do it with less staff, or staff on there breaks or unpaid overtime or some such.
Im surprised they publicly called them out on that. Could have severed relationships
£160!!! Two flights to madrid and a couple of tickets to park warner wouldnt have been much more
I’ll one up ya, I could have booked a last minute Holiday to Malmo and tickets to the Eurovision for three times that amount.
@@clarkejoseph49 you would have to pay me a lot of money to go to eurovision.
10:01 absolutely correct. I used to work in a job that required me to use one of those very harnesses every day, and it wasnt unheard of to get a brand new one that was technically not fit for purpose despite being brand new. The fact they almost didnt show you how to fit your harness properly is another big red flag as it naturally plays a huge role in keeping you safe if you were to fall.
Watched the Lift Hills & Thrills vid on this yesterday. Sean didn't seem too impressed either! Strange that they decided to dis-allow camera/ photos/videos on the climb and at the top. Their reasoning made no sense what so ever!
SEAN! ANYMORE!
(That’s means I don’t like Sean (lift hills and thrills obviously) anymore)
@@Themeparkchloe I have absolutely no idea what that's even meant to say but it's just gibberish to me 🤣
Sorry mate 😂 I’d rather not explain the meaning. It’s just stupid really and I shouldn’t have mentioned that name. I’ve got into enough trouble for mentioning the name of a theme park killer who thinks he can be just as good of a vlogger as theme park worldwide but just isn’t. Sean ( lift hills and thrills) is worthless to me and it’s not worth starting a drama over for.
It was very disappointing for all of us that were booked onto this experience
@@Themeparkchloe Right... Anyway.
I did the ghost train experience at BPB last week with my daughter, super excited, but a bit sad at the end. The guide just walked us around and didn't say anything about what we were looking at. we were just lead around and the only thing I think he said was 'watch your head' now and then. Even if the 'guide' didn't know anything, they could have had a crib sheet to look at at certain points. So not the best, I have heard the Wallace and Gromit ride walk around was excellent, so we might have just been unlucky with our guide.
Sorry to hear that. It definitely could be dependant on the guide and that shouldn’t be the case!
Hey! How on earth did you book this? Sounds amazing and I’d love to do it but can’t find any info on it anywhere?
Spoke to you two yesterday at Thorpe park, thank you for taking the time to talk. You was filming near zodiac (hyperia)
Its a real shame you guys couldnt bring us along but at least they have changed the policy now, its great they are taking in feedback! ❤
Absolutely love your honesty and constructive criticism on this, this is the only way these things get changed. Love you two and all that you do on your channels, always upbeat, love it ❤️❤️
Thank you!
80 quid! Would like to go on maybe a track walk of 3-4 coasters for that
thats cheap. it’s way more at parks around the world
I was one of the original roller-coaster tour team giving members the roller-coaster tours at Busch Gardens Williamsburg park back in the day. Other than getting up so damn early to get to work for the tours, it was quite a great experience meeting so many enthusiasts over the years and the view from atop of Griffon (dive coaster) early in the morning was quite a view and the morning breeze was welcomed during those hot/humid summer months.
how dare they not allow theme park worldwide to take pictures !!!!!! you must make them thousands with all the exposure you give them
It’s not just for us, but everyone that has booked into the experience. Luckily the rules have now changed from the feedback received this week!
I did the Sunrise Thrills VIP tour at Cedar Point where you walk along the top of 203ft high Valravn, it was EPIC! I remember my hands shaking so much with my phone in my hand taking photos and videos. They had no policy for phones!
Good point, they don't want people dropping their phone or camera from the lift hill, even though the park is technically closed.
considering who booked into that session, they should have assumed filming was the main draw!
Definitely. I hope lessons are learnt from this!
Thank you for sharing your experience. As someone who went on the Thursday Oblivion Walk (second experience) the way we were treated definitely sounds like it came as a result of your feedback. I couldn’t have faulted it - we even had people who didn’t do the walk come watch and join us for photos after and staff were fine with it. Very laid back (in a good way) and welcoming :)
That’s positive to hear!
3:45 😂😂 oh man… we need a sound board of TPW quotes.
Gosh that’s awful that the harnesses hadn’t been checked! They could have been tampered with or anything and then failed upon first use! Would not expect that lack of care by such a large park
You guys are literally the only reason I ever went
Thanks a lot
I’ve gone a lot and enjoyed it so thanks for all the videos
Love the honesty so many reviewers will hype this stuff up
We’ll always keep things honest and also constructive on our channel!
I think it's SERIOUSLY ridiculous that they won't let you do photos and vids. And I'm glad that they backtracked a little on that, even if it was after your experience. Thanks for doing all this great things for us, who might not ever get the chance to experience some of these things.
Let's hope hyperia dose a lift hill walk
That would literally take 2 hours
I would be walking up saying “more passion! more passion! more passion! More energy! More energy! More footwork! More footwork! More footwork!”
In terms of your safety harness, fall equipment harnesses do not have a set length of usage before they are bad just guidelines on how to check your equipment for excessive wear. Using fresh unopened harnesses was the safest way for them to know they were in good condition to use!
Sorry to hear that you didn’t have a great experience especially with not being able to take pictures but at least you still got to go up and see the amazing views
Did the 'Via Ferata' on Honister Crag in the Lake District. The guide was well trained on how the harnesses fitted, worked and how they were used on the crag. And when you are over a thousand feet up on a sheer drop, you felt very safe.
Ive mentioned this on another video on this exact topic. i am a health and safety advisor for a large company in the UK. i don't think Alton Towers gave much consideration to health and safety for this event (specifically to the general public taking part) there was a clear lack of information and instruction given to yourselves in regards to the PPE given, how it must be worn, what the rescue plan is and also looks like the fall restraint is not set at the correct length. Working at height regs are very clear that you must not be able to fall from height (hanging from a harness is still classed as a fall from height).
(if anyone from towers is reading this, i would love to work for you lol)
Hahaha I do a very similar role to you in a very safety critical industry and have just commented with my two cents worth and we’re very much on the same page. Let’s collaborate and make a great safety team and SMS for Alton Towers!!!
@@ThomsonAirwaysFs we should start a consultancy firm that specialises in UK theme parks 😂
Even with the change of camera and video policy I still wouldn't book this experience from a health and safety point of view the experience you had was shocking a brilliantly video no sugar coating I absolutely appreciate your honest review
Things like this make me think they have some sort of issue with TPW, would have thought you would be involved more in the Nemesis stuff, and even offered these VIP tours for free, engagement is engagement, this is why they put WiFi in the park, they don't give it for free, it is so people post pictures online and engage with more potential customers. BPPB made you feel like part of the family on your tours! - Good work and excellent review.
Thank you. Unfortunately Alton Towers don’t usually work with theme park content creators!
Nice to see the two Shawn/Seans together for the first time (albeit in lo-res) but it doesn't make up for the lack of planning on show here by Towers. I've still not done a BPB trackwalk but your vlogs of their VIP experiences always show a much better concern for the guests expectations, and a willingness to try and meet them. I'll always love Towers (yearly visitor since 1984!) but this sort of slapdash does them no favours! Booked for July though and CANNOT wait to ride my beloved Nemmy!
Thank you for providing balanced and fair criticism of Alton Towers.
Your content is continually fantastic!
I've ridden that ride 15 times, yet everytime I've been on it feels as good as the first time, absolute beast of a ride👍💯
I did something similar to this at Busch Gardens Williamsburg back in 2019 where we were supposed to go up on top of Griffon and walk around, but hilariously the bucket that took us up the lift hill got stuck like 10 feet from the top, so they had to let us out and walk down the evacuation stairs. Why we couldn’t just walk UP the stairs those last few feet, who knows. But we were fully refunded for the experience though since we didn’t get what we paid for, so that was nice.
They need a better smoke generator in the drop zone, like the new on on nemesis
No thet do not xD the water mist smoke that it is is perfectly good thank you
It was pumping out Thursday
Sounds like they let operations staff take on a customer service roll which isn't going to work without some training.
Id suggest :
1, welcome nibbles and soft drink / coffee.
2 welcome meet and greet ride history chat, safety briefing.
3, professional photography if they want to keep it safe , cos lets face it it's very steep and you need to be concentrating
4, goody bag and certificate.
Definitely!
Sorry to moan, but this sums up the UK attitude to customers. A few years ago, I booked a VIP ticket for the Burj Khalifa in Dubai. It wasnt as expensive as yours at Alton Towers... We went into a special hold room where Arabic coffees and chocolate were offered. They took us to the front of a huge queue and straight up, 30 floors higher than the normal ticket. A private viewing area was available once we stepped out of the lift with a concierge service was available! Amazing experience.
It seems the innovative, talented leaders are leaving the UK and their creativity is being used elsewhere.
Wow! PPE? Risk Assessment? Working at Height? Extremely concerning over the lack of safety briefing especially whilst members of the public are working at height! I would like to think that this event was risk assessed prior to going live? Extremely poor planning by the VIP team.
I wonder if this will be picked up on any internal audits carried out by Alton Towers and hopefully immediate remedial action taken. Surely Alton Towers have an in-house safety team for occupational health and safety or operational safety? If not, I think the size and complexity of the park operation definitely warrants a bespoke role or small team to ensure public and operational safety is paramount of importance.
Still can’t believe what I’ve just seen - I’m really shocked about that one! Great video and love your content, some very hard lessons that need to be learned by the AT team with this one! Failure of baseline standards and basic safety principles I'm afraid with this one!
nice to see they invited you back to allow filming & photos & cant understand if you taking friends along with you that are on the ground Surely this is a big boost & promotion from there eyes to on taking photos & to bring more people to be interested to see from all Angles ..awesome Vlogs as always tc be safe
I do love the honesty of this review... But just once again... Incase they didn't hear on the smiler.... What was the price again?... EACH! 😅
At least we know that the park isn't giving them freebies to promote the track walk for them
£80 per person to walk up some steps - typical merlin greed, and nice timing as i can see some back lash on their decision to start charging more for busier times.
This channel gets better and better and now it wouldn't be the same without Charlotte. Lovely couple, enjoying life, professional yet relaxed approach.
Thank you
Super shortsighted to give well known influencers and enthusiasts like yourselves a sub-par experience. You deserve a complimentary tour to compensate IMO.
The resort have offered this and we will be experiencing this again in a few weeks!
That’s great, you guys deserve the best possible experience. You’re such great advocates and ambassadors for the park and the wider industry. Have fun!
Such a shame that most of this video was away from the park. This could have been a great promotional video for these VIP experiences, we did the swarm coaster climb last sept and we were able to take our phones and take our own photos which was lovely. They had lanyard pouches and the whole thing was really well supervised. It seems daft they even had a pocket to store your phone.
Glad they’ve changed the rules as I wanted to go so I could get some photos of the smiler,
I understand the concern about the harnesses and the tags - From your explanation there was nothing to worry about, the Petzl harnesses you're advised to leave the labels and stuff on as they have all the serial numbers and details on confirming it is up to code. I do agree though not being shown how to put them on or helped with it, for people who don't have experience with the harnesses would be a big issue
It was great to meet you both at Nemesis’s actual birthday with your cute hats on! Thanks for sharing your time 😎🙌🏼📸 We have a lovely photo of us all, if you want me to send it over on Instagram?
Another great video and shame about your experience on the day. I’m glad they have offered you another go at the Oblivion VIP tour and hope it’s a much better experience too 👍🏼
Very much appreciate your transparency, positivity and general spreading of joy on your vlogs here and @TheSanbrookeAdventures Look forward to more 😊🙌🏼
I will thank you again for helping me to have the information and confidence to ride my first big rollercoasters!
🙏🏼✌🏼❤️🎶🎢🌎💪🏼💪🏼💪🏼
Sorry to hear that you could not film the experience. I'm glad they have changed the rules since and hope they don't charge you again. Thanks for another great vlog Shawn and Charlotte.
Thanks for the honest feedback guys. Oh dear, at that price not being treated like a VIP, complete chaos and not a professional photographer on-hand for key moments - just staff member pictures on a poor quality GoPro! And on top of that you weren't allowed to capture these special moments for yourself and informed of this the day before! Cameras need to be secure but that is up to Alton Towers to offer a solution or give details of accepted devices for securing them.
Still early days. Alton Towers will definitely really appreciate your honest feedback.
Thanks for your honest review. I’m glad they’ve changed their policy and now allow photos but not everyone can return to the park easily to redo the event. I’ll stick to the Pleasure Beach events.
Pleasure Beach definitely have perfected how to do these style of experiences!
It does seem pretty typical for management to want to implement an idea but unsuccessfully inform and support the staff who will be required to enact it. I have much empathy for the operating staff for doing their very best with the resources given to them.
Feedback, be it positive or negative, should be what these companies thrive on to make their experience better for the people that matter…us. The fact you have been honest about this experience (and that they have now changed their policy) is superb. As you say, Merlin haven’t done these experiences for years so hopefully the issues will iron themselves out over time.
Oh, and if I could do any ride like this, it would be Stealth! And I HATE heights! What an experience that would be.
I think the management need to listen to you guys and pay more attention to the public’s past experiences of similar ride experiences and replicate those and meet the expectations. The lack of a safety briefing is worrying. Love how they have made the certificate they expect you to print out with a black background…£15 for a new ink cartridge anyone?! Love you Shawn and Charlotte x
Hello both. Good to bump into you over opening weekend. I did the Wickerman walk while you were doing the Oblivion. We were allowed to take photos and videos, but our spectators were under surveillance all the time checking they weren't taking video which was very unnerving and uncomfortable. I enjoyed the experience but it would have been better without the phone call one day before.
It was good to see you. It seems this has changed now too which I’m pleased about!
Really love the honesty you guys give us.. im gutted for you both but you've saved me some money , I was looking to book the vip myself
Sorry to hear about this Sean and Charlotte ☹️ the health and safety has me baffled! I’d have got my bags and left! Hopefully they step up their game!
Missed you guys!!! I dont think Ive caught a video for over a year now, so I've got some catching up to do!
Welcome back!
Hi @ThemeParkWorldwide Hope You Had An Amazing Experience At Alton Towers Oblivion Is Really A Fantastic Ride!
Alton Towers were clearly bricking it when they realised you were so disappointed and were gonna post a negative review to the community.
Glad you got them to change the process going forward.
Lol yep, especially as the target audience for these experiences is exactly the audience for this channel
I’m glad that they have listened to feedback by all of us on this first lift hill walk. Lessons need to be learnt in the future!
Thanks so much for sharing the ins and outs of the terms and conditions. It just allows fans to know that it’s worth doing the Blackpool ones as you are allowed to take photos. £80 is a lot of money, but it is Alton Towers. Everything is expensive. Hopefully see you at the twilight thrills at Blackpool pleasure beach if you are heading there next weekend 🥳🥳🥳
I was gonna book this for my 20th birthday but had a weird feeling about it… my intuition is always right clearly. Hopefully they can take on feedback and maybe I’ll do it for my 21st next year
Great honest review and that’s what I always respect from you guys, and a positive from this is that they have changed their policy and invited you back, that’s why being honest is important can change the experience for everyone
Thank you. Definitely!
This kind of sounds like an Apprentice episode, don’t you think? 😂
I'd be asking for a refund. Also I'd be expecting a couple of cheeky rides on it considering it's right there!
Love your honesty. Poor service and value for money should always be shared for fellow watchers and enthusiasts. Well done 👏
Thanks both for your honesty Alton Towers could of given you both and other VIP guests an exclusive ride on Oblivion to finish the experience
Management clearly seems to be a work in progress, 1 step forward and 2 steps back. Only saving grace is this is an easy fix but Alton shooting itself in the foot again. £160 you should have had super VIP treatment.
Great video as always and they should of let your have a ride on it and it should be £40 per person but Great video thanks Shawn and Charlotte
As a past Ride Host who was Heights trained, id have insisted on a very quick safety brief and harness demo/buddy check... I hope this gets brought up to management because no safety brief or wrotten consent is a big breach of HS laws 😬😬... Glad to hear your experience with my rides family was good though 👌
I'm actually shocked there was no H&S waiver to sign or instructions to putting on the harnesses, I would've thought that's standard for any of these type of experiences! 😮
Thanks for the honesty.
I hope they’ve offered you a refund or compensated you to go on again.
They have invited back to experience it again, this time allowing photography in some parts of the lift walk.
Still remember the original oblivion advert. The x sector was great back then too with the black hole, enterprise, energiser and submission in place. As for the oblivion walk, it doesnt appeal to me anyway but to not be allowed to take photos is a nonsense and its.Glad they have taken a quick u turn on that policy at least. Also very surprised no health and safety stuff. Considering the smiler accident set the park back years and cost them millions i am surprised how lackadaisical they were here.
Yes I was thinking about the smiler incident. You would they would be hot on health and safety after such an awful incident
If you paid with your bank or credit card, you can raise a merchant dispute, site the ban on photo's not in the t&c's & lack of any VIP treatment. & state anything else you were not happy with. You should get 50% back.
They clearly watch your videos well management do u have a massive impact and they dont wanna piss you of so glad they sorted it for you and others also am happy u gave your honest reviews most vloggers lie sp they dont impact the business well done
We’ll always be honest and constructive in our videos
Did they just stop The Smiler running once all the guests had left, or did they keep cycling the trains once the park had closed?
Usually the garage the trains when it’s clear of guests
Just my opinion - but I think that £80 sounds reasonable for this experience from what I’ve seen! I once paid £470 for a VIP concert experience (a ‘Meet and Greet’) and all I got was one out of focus photograph, a brief 60 second chat with the band and some cheap VIP merchandise!! I totally support you guys though and I am glad that your feedback has brought about some changes 🤗
Shawn and Charlotte thanks for walking up Oblivion looks so great and this ride was the reason I went 2 Alton towers been on it 12 times I loved it
i love the fact that they bought things like this back in
It’s a real shame the rules on filming were changed AFTER your visit, no one deserves the full experience, and to be able to share it with us lol, more than you guys! Plus the lack of demonstrating the safety equipment is a little worrying, I wouldn’t have a clue!! 🙈😂
good talk video from Alton Towers VIP experiences for 2024, including track walks on Oblivion and Wicker Man. In this video, we talk about our lift hill climb on Oblivion along with sharing our full review of the experience. Shawn and Charlotte, keep the good videos coming on the channel. Shawn and Charlotte. 😀😀👍👍
Hi guy's, i work in a pharmaceutical plant where safety is paramount, and your experience is mind-boggling to say the least. The failure of Alton Towers not to give you a toolbox talk or RAM'S for you to sign ( risk assessment and method statement) before you start is a complete no no. Secondly Alton Towers issued you with a safely harness without it being checked prior to your use, both your harness should have had a NANO TAG, on it to say when it was last inspected and it should be on a legal register, thirdly was there someone there that was harness trained to show you how to put them on correctly?
It was good to hear that you at least had a lock off box. Where you Double clipped during your time on the climb?
Alton Towers should immediately stop these SO-CALLED VIP tours, until all failures have been resolved.
I wouldn't be surprised if the HSE, ( Health And Safety Executive ) doesn't give them a visit and give them a heavy fine. If this happens to you on your tour at Wicker Man i would seriously give it second thoughts about doing the tour. Please stay safe out there..
Never mind it's after dark riding at the pleasure Beach 30th of march big love guys 😊
I went to see the new ghostbusters movie and while the adverts were playing one of them were an advert of nemesis reborn
Will you be attending the Nemesis VIP experience in May?
We have no plans to do any other VIP experiences other than the ones we have booked.
Hi me again, lovely meeting you on opening weekend, thanks for the vid, I know which one I'll choose now
Great to see you
This should have been amazing! Was gutted to miss out, but now I’m not that bothered!
Me and my friend went onto oblivion on opening day on the 16th and we went on at night and we got to the very top and the trains didn’t move out of the station to the waiting block so then after half an hour we got sent down to the brakes and walked the brake run in the pouring rain and we got a hot chocolate in return and a ticket back😂😂
Hi guys!! Thanks for all the updates! Have you seen that some of the Towers ruins have been opened up again for visitors? Do you know if this will be opened through the year?- Katie
Sadly not
@ThemeParkWorldwide oh no!! I'm absolutely gutted, such a shame.....years ago I did a ghost hunt overnight in the towers and it was amazing! Hopefully they can get it opened again soon for everyone to enjoy!
Can understand it tbh. Imagine if someone was at the top filming and they tripped, dropped their phone in the hole, landed on some track
They now allow photos and videos using a phone in a pouch fastened to you with a lanyard!
Anyone else had this problem at 23.42 where shawns voice just gets high pitched 😂😂😂
A balanced review. I agree with most of the points.
I don’t agree with the view that staff members should take your photo (using your phone / camera) when you’re at the top. It’s your responsibility to look after your belongings, including camera equipment.
If anything happened to your camera / equipment and it was in their possession, they would be at fault.
It’s good that they allow you to bring your own equipment though and that’s a step forward! Definitely agree that vlogging / taking photos of the experience is important, especially as people may not be able to afford it. It’s a good way for them to experience it!
Regarding customer service, I think it needs to be delivered by staff members that really gets what excellent customer service is! Talking more about the VIP team rather than the rides team. From experience with other premium experiences, the service is better when they choose a staff member that’s really good at that level of great service. It’s the whole journey, including that initial phone call!
As you said, I think this is more of a management issue rather than staff themselves. Sadly, Merlin aren’t great at paying all their staff members well! There are also some staff who are at uni and see this as more a temp job. Therefore, there aren’t invested in it if that makes sense. Not trying to excuse it but just putting some context. May be good for a manager to deliver the experience instead as they’re more invested in the job!
Thank you for sharing!