Every review we hold for the Swindon office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotPathetic
National Trust has made a complete shambles of managing the lockdown. Now is the time for the NT to open up their gardens and parkland: instead they have created a ridiculous, unwieldy, time wasting booking system which only works to prevent access! NT management should get in touch with the NGS (National Garden Scheme) to find out how to create a flexible, user friendly booking system (interestingly, also supplied by EventBrite), for many gardens across the country this summer.The Trust was created to preserve and protect places and spaces for everyone - for ever - so give us back our access!!
Brucey · 18 June 2020
★★★★★ 1/5
TrustpilotWhilst I sympathise with the NT members…
Whilst I sympathise with the NT members who have been unable to get pre-booked tickets for gardens, if our experience when you actually have a ticket is anything to go by, don't bother! My partner and I have had Life Membership of the NT for almost 50 years. He duly went on the website to book tickets to visit Wakehurst Gardens yesterday, his birthday. The website is difficult to navigate and extremely time-consuming. He finally got an available slot at 12 but when he tried to print off two tickets, the system would only print one and despite several attempts a second ticket never materialised. We arrived at Wakehurst at 12, along with about 10 other people and were told we would not be admitted as we had to have a printed ticket each, despite having our Life Membership card for both of us. The Manager was called and was adamant that we could not enter. A couple immediately behind us had the same problem. As by then it was 12.30, supposedly the cut-off point for latecomers, and there seemed to have been only about 35 people who had entered, I asked what the limit was per hour. We were told 85, but when I asked how many had actually arrived for the 12 timeslot the Manager said they did not have that information until the end of the day! I also asked how many were allowed in the gardens at any one time, she could not answer, but admitted that they would not ask people to leave. So, in other words she had no idea how many people were in the 500 acre garden, and would not allow us in, even though she accepted that less than half of the 85 allowance for that hour had actually gone in. This was a clear case of a total lack of common sense or pragmatism on the part of staff. We decided to give our one ticket to the other couple, who were equally disgusted by our treatment, and left. We were actually escorted to the exit! In all our many years of visiting National Trust properties we have never been treated so shabbily. It's no wonder that so many people on Trust Pilot are vowing never to renew their membership.
JMC · 5 June 2020
★★★★★ 1/5
TrustpilotOn Line booking? The most appalling service imaginable
My family have been National Trust members for well over 20 years. I know things are tough in the current circumstances, but the NT online booking system is bad beyond belief!I logged on before 8:00am this morning to try and get tickets. You are directed to the Eventbrite system. It just says "you are currently in the waiting room queue". It gives absolutely no idea of how long the queue is, or your place in the queue. I have been waiting now for almost an hour with no change. This is totally unacceptable service. The system is clearly not suitable for the task in hand. We renewed our membership just before the lockdown started, so have not been able to visit a property for more than 10 weeks. That was understandable, but now they are open, we are still unable to get a booking! This is totally unacceptable. What are the Trust going to do? If they carry on like this they will have no members in 12 months time. We will seriously
Irene · 5 June 2020
★★★★★ 1/5
TrustpilotNot looking after their members
I live within 30 minutes drive of 3 HUGE NT sites with parking for thousands. I was happy to continue to pay my monthly membership as I thought members would get priority access when the sites re-opened. Apparently not. There were no dates/times for the next week for us to visit any of the 3 sites because they are letting anyone in who is willing to pay. Wrong on every level and you will be losing membership hand over fist as they are out of touch with the mood of the members.
Diane · 29 May 2020
★★★★★ 1/5
TrustpilotI am not a member although my son and…
I am not a member although my son and his wife are.However, considering the current 'lockdown' situation and reading other 'paid up' members concerns I am a little surprised to find a leaflet in my Waitrose magazine inviting me to join and get a £10 Gift Card.Whoever is in charge at the NT I do hope you'll understand my consternation and my resulting decision not to join until you sort out your member service offering.NT you've clearly got problems - use this time to sort it all out before you ask people to support you - in fact, why not demonstrate how you support them?
J · 25 April 2020
★★★★★ 1/5
TrustpilotHad booked self catering cottage tha I…
Had booked self catering cottage tha I was going to for years.
Dominica · 14 January 2026
Agent replied · 23 January 2026
Hi Dominica,
Thank you for taking the time to review.
We introduced a £50 charge from 1 December 2025 to reflect the extra six hours offered and to help generate funds that support the places in our care. This type of charge is common across other holiday providers, and we’ve benchmarked our pricing to ensure we remain competitive and offer good value.
We regularly review our pricing and policies, so I'll ensure your feedback is passed on.
Thank you again for your comments and valuable support.
Kind regards
Steve
National Trust
★★★★★ 1/5
TrustpilotLike so many more reviews I've seen on…
Like so many more reviews I've seen on here the disappointed response from NT during these strange times. I had also written for a refund and have been offered 25% discount on next year's price (which we don't know what price it will be?) I brought a joint ticket for my partner and myself for a Christmas present. We tried to use them but the houses we wanted to visit are not open until March we then of course entered this strange times of coronavirus where we are unable to use them.How come we've had to ask for the refund? And then been offered a discount on something we've no idea when will open again? They make millions of pounds each year!Every other ticketed entrance or event I had booked has given a full refund minus a small admin charge. Why is this any different when everyone's incomes have been effected. I am disgusted with the response I have had from the NT and they have totally how greedy they really are and it may be disguised as a charity but it's a mulity million pound business who doesn't give a monkey about the people who were willing to support them. It's shameful.
Fiona · 18 April 2020
★★★★★ 1/5
TrustpilotHoliday Cattage no Refund to cancelled holiday
Booked a National Trust holiday cottage for the 1st June then Covid 19 arrived. Informed by NT that they would be closing all premises until the end of June, well in advance of the current government guidelines and that they would offer a deferment even though they had in effect cancelled my holiday. They were not in a position to say whether or not lock down would still be in place for my holiday date. Refused a refund of deposit and then stated that they would charge us a cancellation fee . Email was in my view passive aggressive and phone number to contact not in use. Apparently NT haven't heard of phone diverts.Congratulations NT your are very successfully wrecking your holiday business. I will never book with you again. A deferment is not possible as the holiday was to celebrate a wedding anniversary and I have been told I will need neurosurgery when possible so by next year I will be either too ill to go or unavailable. I can't insure for a medical condition requiring imminent surgery which wasn't apparent at the date of the booking. As yet I cant claim on my travel insurance because the government advice doesn't extend that far into the future.NT appear to be hiding behind their email system and making it as hard as possible to contact them.Already written to the CEO.UPDATE 17.4.2020NT have now agreed a full refund but state this is partially due to my medical condition. I suspect it has more to do with breech of contract.
Graham · 17 April 2020
★★★★★ 1/5
TrustpilotCancelled our annual subscription today...
Like many other on here, after many years we have cancelled our membership of the National Trust. We are fed up with the 'woke agenda' and the constant 'sermonising' we are now subjected to when visiting N.T. properties. We should be celebrating the good things about our past not made to feel guilty every time we visit. Enough is enough! Until the Trust change direction we won't be re-joining along with quite a few others I suspect!
Malcolm · 15 February 2021
★★★★★ 1/5
TrustpilotAppalling service
We booked a holiday cottage for a date in April. The Trust in their words “postponed” the holiday because of the Caronavirus Pandemic. I asked for a refund for the cancellation to be told that I couldn’t have a refund because the holiday was not cancelled, merely postponed and that I could re-a range it for up to 14 months (now two years) in the future and if I wasn’t happy with this then to claim from my credit card provider. I don’t want to re-arrange it I want a refund but in any event I checked availability and by coincidence the only date available next April was the same week we were going this year and lo and behold it was £300 more. When this is all finished the Trust is going to need all the support of the public. We have been members and volunteers for twenty four years but they won’t get our support any longer. Appalling service.
David · 1 April 2020
★★★★★ 3/5
TrustpilotMy Account,or not
Trying to register for "My Account" so I can see details of my membership on a dashboard as advertised online. This has proved unsuccessful due to the National Trust "data base" being down and not recognising my email address ,as I was informed when I rang the help number. So this wont be fixed until mid 2024! Why advertise something that is so problematic?
Eleanor · 4 March 2024
Agent replied · 19 June 2024
Hi Eleanor Thanks for taking the time to leave your comment. We don't believe there's a wider issue. This sounds like something we just need to fix with your account. I'm sorry if you were given misleading information. We asked for some more information from you to investigate the issue but unfortunately haven't heard back. Please email us at enquiries@nationaltrust.org.uk or call us on 0344 800 1895 and one of our people will be able to help. Thanks for your support. National Trust
★★★★★ 1/5
TrustpilotI write about the new Calendar
I write about the new Calendar. Where is Christmas and Easter ????No more money from me going to your Woke calendar.
Keith · 12 November 2023
Agent replied · 19 June 2024
Hi Keith Thanks for taking the time to write a review. We try to write individual responses for each of our reviews. However, you might notice we've received several on this matter over the last day or so. For consistency, I've used the same wording to respond to you. Hopefully, I can clear up a slight misunderstanding from recent media articles. This matter was also raised at our AGM.The Inclusion and Wellbeing Calendar is an internal resource, used to keep staff and volunteers up to date about awareness months and minority religious and cultural celebrations they might not otherwise be familiar with. For this reason, Christmas and Easter, which are national holidays, are not included on the calendar. We know that most of our staff and volunteers have a good awareness and understanding of these festivals already.Christian holidays will continue to be marked on the physical calendars sold in our shops and online. We won't be creating a physical calendar which excludes Christian holidays.I hope this clears things up. Thanks for your support. National Trust
★★★★★ 5/5
TrustpilotHi love the National trust and all it’s…
Hi love the National trust and all it’s venues. Food has been nice in all but one we have tried.Beware Tyntesfield fare people. Only had a baked potato with tuna last week there and it was pretty unpleasant. Had it bought for me so felt it was impolite to complain. In any other circumstance I would have. Potato hard in the middle. Clearly not cooked properly. Just tasted Old too - as did the strong smelling and tasting tuna filling. This isn’t the first time either, as I remember my brother saying his pasty/sausage roll was Fatty and unpleasant some time ago when we visited here. Come on National Trust, sort it out! Have seen other uncomplimentary comments going back re the food here. Shame, as it’s such a Lovely place and food is not cheap. Not that it excuses this.
Janet · 21 February 2020
★★★★★ 5/5
TrustpilotStunning event & amazing staff!!!!
The National Trust has the most Amazing staff. On Saturday 15th February we booked to go on the moonlit trail to the Silent Light installation at 7pm. As someone with severe heart failure and not much stamina, they kindly offered to take me on the jeep. Michael did the first part. I’d been talking to him in the phone a couple of weeks forward. Michaeil was ready and helped me into their jeep and then took me to Mussenden Temple. It’s was such an amazing and rather overwhelming feeling to be back after my surgery. I never thought I’d be able to do this again. The installation is simply amazing. So cleverly executed and something that’s so interesting to do. Don was the other driver who helped take me down the hill and it was super. Thank you. ❤️Over all very good .
Lisa · 15 February 2020
★★★★★ 1/5
TrustpilotWe are still waiting for some form of…
We are still waiting for some form of acknowledgment to our emails re our membership renewing. I called back in July and the person I spoke was so rude, said something about a new system in place but couldn't answer any other of my questions, e.g. when will we receive our new cards, why can't get onto the system using our 'existing' membership card numbers. What has happened to the National Trust??
Hayley · 19 August 2023
Agent replied · 19 June 2024
Dear Hayley I'm sorry to hear about the issues you've had with this. Thank you for providing additional information. I've emailed you so we can hopefully resolve your concerns. Thank you for bearing with us and for all your support. Kind regards National Trust
★★★★★ 1/5
TrustpilotATTINGHAM PARK 10, NATIONAL TRUST NIL!
Went to Attingham park. Totally fantastic untill…
Keith · 19 February 2026
Agent replied · 21 March 2026
Hi keith townsend, thanks for taking the time to leave a review.
I’m sorry you were disappointed after your recent visit to Attingham Park. To confirm, we don’t charge an extra 25p for a cup, we offer a 25p discount on your purchase if you choose to use a reusable cup. This is part of our commitment to stopping using single use coffee cups at our places, which as a conservation charity is important to us. There’s more information here on our website: https://www.nationaltrust.org.uk/our-cause/nature-climate/climate-change-sustainability/phasing-out-single-use-cups
Thanks again for taking the time to leave a review, and for your support through your recent visit.
Best wishes
National Trust
★★★★★ 1/5
TrustpilotTime for a change of the Board.
Visited Glow Wild at Wakehurst. Great display but astonishing refreshment prices. So many people taking their own food and drink. Like many aspects the NT Board seems oblivious to how they alienate the public. No wonder they are haemorrhaging members. Time for a change at the top.
Rob · 10 December 2024
Agent replied · 25 December 2024
Hi Rob Thanks for leaving your review. Wakehurst and its events are manged by Kew and not us. Any decisions around food and beverage prices are, I'm afraid, out of our control. Thanks for your support. Chris National trust
★★★★★ 5/5
TrustpilotMassive shoutout to Scott at Lyme Park
Massive shoutout to Scott at Lyme Park. We visited Lyme Park today and showed up too late to see the grounds. We are huge Pride and Prejudice fans that had come all the way from Australia so we were quite devastated. We asked a member of staff if we could simply see the back of the house. This gentlemen then went above and beyond the call of duty and we are so so grateful to him. Thank you for giving us an unforgettable memory!
Hannah · 30 November 2019
★★★★★ 1/5
TrustpilotI was hoping to buy national trust…
I was hoping to buy national trust membership for my wife’s 50th but you have put the price up from £2020 to £2195 AND stopped members taking a guest.Now I don’t feel comfortable paying such a greedy and careless organisation anything at all.You’ve saved me two grand but why are you like this now? 75% 1 star opinions. Sort yourselves out would you.
Anthony · 5 March 2024
Agent replied · 19 June 2024
Hi Anthony Thanks for your review. I'm sorry we've removed the ability to bring a guest from new individual life membership. We made this change in early 2023 for two reasons. 1. Having the individual life membership with guest, alongside the joint life membership was causing problems. The individual life memberships were created before we offered the joint life membership option. One of the reasons joint life memberships were created was due to us being unable to transfer individual life memberships to a surviving partner should the life member pass away. 2. The benefit to give access to an unnamed guest invalidates the membership from having Gift Aid applied. This resulted in us missing out on over £1m of Gift Aid income a year. This was a significant amount of our vital conservation spend to be forgoing. We have a responsibility, as a charity, to generate all the revenue we can. Without it, it's much harder to care for the miles of coastline, woodlands, countryside and the hundreds of historic buildings, gardens and precious collections we protect for everyone, for ever. It's a lovely gesture to buy life membership as a guest and I'm sorry you've decided not to. Kind regards National Trust
★★★★★ 1/5
TrustpilotThe NT needs to educate staff on drone…
The NT needs to educate staff on drone LAW. 'Policies' are not applicable to the general public, only to staff. Let it be known that drones are allowed in places that the CAA deems fit. The NT has no rights whatsoever to control the airspace above land owned by the NT.
Matt · 5 October 2024
Agent replied · 25 December 2024
Hi Matt Thanks for letting us know your thoughts. We're aware of a recent increase in discussion on the subject of drone use on or over land in our care. We've taken the opportunity to update our website to clarify our policy and this can be found at www.nationaltrust.org.uk/who-we-are/about-us/flying-drones-at-our-places.Thanks again. Chris National Trust
★★★★★ 3/5
TrustpilotCastle Drogo and gardens fantastic - cafe salad dismal
Castle Drogo and gardens - amazing!!! House is stunning and the long borders were inspirational.
Evan · 23 June 2025
★★★★★ 5/5
TrustpilotI fell off my bicycle in the Devils…
I fell off my bicycle in the Devils Punchbowl and hurt my shoulder, so I cycled up to the cafe to meet a nice young man called Louis. He was very keen to clean my wound and made a great effort to patch me up to the best of his abilities. I must say that he reassured my massively and gave me the encouragement to cycle home after specifying the safest tracks in the area. Thanks Louis. You really made me feel safe and secure!
James · 22 August 2019
★★★★★ 2/5
TrustpilotHappy member well almost one issue misleading pricing.
Being a member is good it does save you enterance fees as they work out dear if you visit places regularly as my family do. We renewed at £120.00 pounds and thought it would be £10,50 for the two of us as the misleading info says this per month per family so we thought. My wife got a shock when doing internet banking to see £21.00 a month is going out that means it really is a charge of £120 each and our son is still free which is value and not unhappy with that. We went to chirk castle and eddiff this past weekend and purposely looked at the member ship pricing boards , There is no mention that the money a year , full cost or monthly is each. I think national trust need to make it clear that it is individual price of £120 per year per adult.As other people who wish to join will have to transfer money into their accounts when your expecting £10,50 per month for membership and have gotten a message saying your over drawn !!!!!!.Other than pricing misleading customers we are happy with our visits and last year it was a gods send as my father in law was very ill and dying , my wife needed the escape, now she is grieving and is in need of pampering with lots of lovely days out ,not shocks that our account got overdrawn by misleading pricing.
Neil · 16 July 2019
★★★★★ 5/5
TrustpilotThank you
We had a lovely day at Chartwell, came back to the car to find my battery was flat. Unfortunately l didn’t get the name of the kind gentleman who works for the cleaning contract company, who without asking came to our rescue with his jump leads and got us on our way. We had at this time been waiting for the RAC for three hours. Thank you, you were brilliant
Carole · 2 September 2023
Agent replied · 19 June 2024
Hi Carole. Thanks for taking to time to leave your review. It's great to hear you enjoyed your day at Chartwell, and that one of the local team came to the rescue when your car needed some help to get started! I'm sure the team at Chartwell will be happy to hear that and I've passed this on to them. Thanks for all your support and we hope to see you again soon. Kate.
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