Laurence Llewelyn-Bowen Christmas attraction closed for improvements after thousands of complaints

 
Magical Journey: Laurence Llewelyn-Bowen with two elves at the attraction (Picture: The Magical Journey/Facebook)
Standard Reporter16 December 2014

An attraction created by Laurence Llewelyn-Bowen billed as the “ultimate Christmas experience” has been forced to close following a barrage of complaints.

The Magical Journey, based at The Belfry Hotel in Sutton Coldfield, Birmingham, will be closed for three days for improvements to be made – after customers complained of a “skinny” Father Christmas and spotted elves smoking.

Thousands of customers flooded the attraction’s Facebook page, with some saying they were left disappointed and ticketholders yet to attend asking about refunds.

A statement on the Magical Journey's website said: "Following our opening this weekend, we have taken our customer feedback seriously and this, combined with the recent weather conditions has resulted in us taking the difficult decision to temporarily close The Magical Journey from Sunday 23 November to Tuesday 25 November, reopening on Wednesday 26 November.

Complaints: Laurence Llewelyn-Bowen (Picture: Getty)
Getty Images

"We will take this time to ensure that improvements to the journey are made so that we can reopen with an experience that is truly magical for all.

"We are extremely sorry for any disappointment this may cause and would like to assure our customers that the journey will be what has been promised when we reopen on Wednesday 26."

The attraction, which lasts up to 90 minutes and includes a Santa's Grotto, cost up to £22.50 for a child's ticket and £15 for adults.

Some customers said they came away disappointed, while others with bookings complained the closure had caught them off-guard.

Melanie Cooke Brzonkalik, 46, told the Daily Mail: “It shatters the magic somewhat straight away when you see elves standing around smoking and moaning that they were working until 9pm.”

Karen Walker wrote on the site: "My family and I attended yesterday and did not enjoy. The experience we felt let down and ripped off with the price for what we got."

And Jacqui Evans said: "My partner has booked his final day's holiday for tomorrow especially to experience this visit. Now it is too late to change his holiday leave."

But others said they enjoyed the experience or at least backed the decision to close and make improvements.

Criticism: some of the comments posted on The Magical Journey Facebook page (Picture: The Magical Journey/Facebook)

Joanne Whitfield wrote: "Went yesterday with hubby and 8 year old boy and 4 year old girl. Your experience is what you make it - you need to be ready to join in with Mary (sic) Christmas in Panto style."

Paul Dolan, organiser of the experience, said the site was hampered by bad weather and should not have opened.

He told ITV News: "We were hammered with four weeks of torrential rain which really affected the site and slowed us down. We were very far behind but I didn't want to disappoint children.

"We thought there was enough there that people wouldn't see the small details that weren't there but there were too many small details and it built up. We shouldn't have opened yesterday.

"I can't apologise enough."

The firm said customers who have booked between 23 and 25 November had been contacted directly and anyone wishing to contact them should email support@magicaljourney.co.uk.

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