I'm writing to share my feedback about our recent visit to the Christmas train on 6th December. I want to preface this by saying I'm aware the event is run by a charity, and I appreciate the effort that goes into making it a special experience for families. However, I felt it was necessary to share our experience as it was not special, and there were several aspects that didn't quite meet expectations. We arrived just before our 1pm slot but my son needed to use the toilet. The nearest facility was by the garden centre cafe, which was quite a walk from the train area. We had to wait in a queue as there was only one toilet available. We returned to wait by the train, but during this time, my dad (the ticket purchaser) had gone to inform staff of our arrival in the office. We were left standing around, assuming we were waiting for the train, as had been the case last year. After about 10 minutes, a lady approached us and asked if we were okay, then directed us to the grotto area. The short walk on uneven ground was challenging for my dad due to mobility issues. We then had to show our tickets, which we hadn't been given at the ticket office. We were initially told we needed to go back to get them. My dad explained the situation and his mobility issues, showed his booking confirmation on his phone, and the staff allowed us access with this instead. We then queued for 45 minutes to see Santa, with nowhere to sit, which was a struggle for my dad and a long wait for my 3 year old son. When we reached the front, the elf had to search for our name on the list as we weren't given the tickets, and Santa didn't look very convincing. I do have to say though that he was great with my son and encouraged interaction. After seeing Santa, we waited another 10 minutes for the train. The train broke down as we were rounding the corner, and volunteers had to push it back into the station. We were told to get off, and my son didn't even get to complete the circuit. The one thing he was most excited about was the train ride, and unfortunately, that didn't happen. The staff were apologetic and let my son wave the conductor flag, but overall, our experience was disappointing. We felt let down, considering the cost of £23 for 3 adults and 1 child. I hope that this feedback is taken on board and helps in improving the experience for next year.

Such a good place to be. Kids and families will equally love it. Well maintained by volunteers and management. Must try for families especially got a plant shop next by also.

Enchanting, sweet, lovely, great staff & volunteers, very interesting, great Station building and themed ride (Dinosaurs), it is on the site of a family garden centre great cafe, charity shop, with easy parking for able and disabled, fantastic pub opposite. It is wonderful for the children and adults to share with their children, or adult people like me (disabled) who doesn't care about releasing my inner child, I'm 63. What a lovely experience I have since repeated, shared, recommended and will return. A nice aside to the people their, I was a 24/7 carer for 4 isolating years, I lost my parents and had to rediscover the world, I went on my mobility scooter to this railway to think of dad, I watched from afar, I returned the next week and the lady Guard waved to me, I waved back and all the gleeful passengers waved to me (my first smile for years), I plucked courage to get closer and time advanced, I bought a ticket and it was the last train of the day with just driver guard and me, wonderful, they helped me on and off. Thank you for empowering my first of many steps back into this much changed world. "I shall return" most often.

Great family day out. Kids love this place and staff is super friendly. They operate the first weekend of every month.

Fantastic little attraction which all our grandkids (and the adults) all LOVE! We normally visit during the summer and Halloween, Christmas etc. All the hard work the volunteers put in is so much appreciated. We feel very lucky to have it right in our doorstep!