The National Trust Swindon reviews

★★★★★ 1/5

Trustpilot

Booked a holiday cottage for May this…

Booked a holiday cottage for May this year paid nearly £2000. Changed dates to September not allowed to go during lockdown. Paid extra to go in September. Received email to say our party of 5 separate households not allowed to go in September....only after the 30th September. I have have sent several emails. Phone calls, absolutely no response. Just discovered dates available for next year for our chosen property now almost fully booked!! Dreadful customer service.. will not book with National Trust again....possibly cancel our membership

Jill · 4 July 2020

★★★★★ 1/5

Trustpilot

National trust shop corfe castle

National trust shop corfe castle . Pop in for a look round and to buy a couple of gifts. No hello No goodbye No welcome at all and there was only a couple of us in there. When i tried to pay it was as if it was to much trouble to take the card payment. They stood there moaning about holiday makers. Its people like us visiting national trust places that help keep them in a job. Try going in the corner shop in corfe fantastic customer service . The national trust staff may learn somethingq¹11¹q

PHILLIP · 4 July 2020

★★★★★ 5/5

Trustpilot

Easy booking under difficult circumstances

I have to say I think some of the criticism I've just read is unfair. The NT can't prioritise members, this is outside of their control as far as I understand it, and they have to limit tickets to keep people safe. The reason that there are no tickets available is because people are booking them up as soon as they are released - I don't know how the NT could control this. It's a difficult time and organisations are doing their best but capacity will be disrupted for some time and if we all want access to beautiful venues in the future we need to bear with organisations like the NT rather than constantly criticise.I have booked tickets through the new system and had no problem but I did book as soon as they were released.

Kay · 3 July 2020

★★★★★ 1/5

Trustpilot

Shambles of an unfair and inadequate booking system

Like so many others, so very disappointed at the frustration of trying to book a visit. How can all slots be booked up as soon as the booking system opens on a friday? As a relatively new member before lockdown we as a family have not been able to enjoy any of the facilities we should have unlimited access to, despite paying for the year in advance.Extremely disappointed when these vast parks and gardens are more spacious and pose substantially less risk than going to the local shop!

Julie · 3 July 2020

★★★★★ 1/5

Trustpilot

What is the point in paying membership…

What is the point in paying membership if you cannot get in anywhere on the on line booking time event process (and I am lucky in enough to have a choice of 3 places)? I work during the week and even on a Monday when I have a half day off and go on line, all the weekend times are gone. Shouldn't there be a rationing process so the times are shared out. Otherwise give me a refund on my family membership?

Mrs · 29 June 2020

★★★★★ 1/5

Trustpilot

Agency commission influencing free for all!

Like many other reviewers, I’m heartily sick of the inability of paying NT members to have a preference over the general public when making a booking. Possibly this is being influenced by the booking agency being used by NT - Eventbrite - who take a commission on each paid - for ticket sold, which is either • Essential package: 3.5% + £0.49 per sold ticket • Professional package: 6.5% + £0.49 per sold ticket So there’s an incentive to sell as many paid for tickets as possible.

Essem · 28 June 2020

★★★★★ 1/5

Trustpilot

Sad waste of money...

I'm going to add my thoughts on NT. My daughters were kind enough to buy us a membership last Dec. Through no fault of NT due to the pandemic we have obviously been unable to use it. I've recently rung to find out what arrangements regarding membership have been implemented. Short answer NONE, I'm offered a renewal in January 2021 @25%discount so our gift of a years membership will only have access to limited properties and gardens and isnt worth the plastic is printed on!! Private houses for me now. Very disappointed in the response and yes it's a charity but that's exactly why you do your best for members, they're the ones that will pass on they're experiences and surely you want those to be good. Such a waste of money for our girls!!!

AngieBM · 27 June 2020

★★★★★ 5/5

Trustpilot

A bit unfair....

I think its a bit unfair for everyone here to be ripping into the NT given the circumstances. Lots of people complaining about members not being prioritised but as most of us know now, due to charity law they cannot discriminate. Plus over 95% of bookings have been from members. Yes, their handling of it hasn't been perfect, but under the circumstances I think that is forgivable. I'll bet when normal service resumes a lot of these people will be setting up their direct debts again and forgetting about the time when the NT needed their support most. Would normally be a 4* review but given the nonsense going on here, I'm throwing in another one.

Seumas · 26 June 2020

★★★★★ 1/5

Trustpilot

COMPLETE DISREGARD FOR ITS MEMBERS

Been joint members for many years and quite astounded how appalling the trust has treated its members. The CEO should a look at her own performance in managing such a large charity where members are leaving in their droves given the disrespectful non communication she has demonstrated to us all. Does she think that raising the entry fee to £8 and for a family of 5 to £20 it will compensate for the loss of membership revenue that it will continue to suffer ! ( CALKE ABBEY )Also we have been told by other members that we have to apply for a discount off our new membership on the basis of "if you don't ask you don't get" - How disgraceful this policy towards loyal people who have supported the charity over many years. Importantly the successful performance of any business largely depends on the ability of those leading from the front - in the case of the NT I suggest you start looking for a set of New Management where importantly the CEO should be the 1st to go!

John · 25 June 2020

★★★★★ 1/5

Trustpilot

Total lack of respect

You have treated your members appallingly over this shutdown , I just feel like you are a corporate money making machine . We all understand you are a charity but had you offered every member an extension of their membership personally , rather than make the discount something you have to apply for , you would have retained the goodwill of your membership . When you add up the cost of this fiasco in lost memberships I hope you change your ideas on how you treat us.

Ken · 23 June 2020

★★★★★ 1/5

Trustpilot

How about some loyalty, NT?

Been a loyal member for over 40 years and am very disappointed that the NT has shown its members no loyalty. Haven't been able to use my membership since the start of lockdown and am unable to book a visit as all the slots have gone - not that I want to book a visit in advance as the decision to visit an NT property always depends on the weather. Even though the NT was very quick to take my money it completely disregarded my request for an extension of the expiry date. We understand it is a charity, but we join in order to see your properties and gardens - not just to give money and get nothing in return. Like many others, have cancelled my direct debit and decided not to renew.

Linda · 22 June 2020

★★★★★ 1/5

Trustpilot

As a long-standing member of the NT

As a long-standing member I’m disappointed at the lack of loyalty the NT have shown especially after reading some of the comments. I feel the membership should be extended - or at least the offer of this. I pay upfront every year a payment freeze is no help in this instance. I have had immense value for money over the years looking after cared for children (7 children currently). I do remember struggling to become a member many years ago, it being a big deal to my family and can fully understand this position - do the right thing NT. As for the tickets, tried many times but all the slots are booked, no joy yet. I understand the constraints but get your act together, communicate better and if you can’t be bothered to reward long-term loyalty (you know we will always stick around) then at the very least look after all the people who had just committed to memberships, who haven’t yet enjoyed the value I have. As you know many of your memberships are bought as gifts. I expect everyone who committed just before this whole debacle, right now feel taken for a ride. It’s almost exploitation at a time you are needed most.Hugely disappointed. I thought better of you all.

Paul · 21 June 2020

★★★★★ 1/5

Trustpilot

So disappointed with the National…

So disappointed with the National Trust. My husband and I paid for a years membership on 1st January. We have never been able to afford to do that before this year so it was a treat to ourselves. We were looking forward to the Spring and Summer months. Covid ruled out the springtime but now even with places reopened we cannot get tickets for any of the properties within a 30 mile radius. I try every Friday when they are released but after a lengthy wait on the website I am eventually informed that all locations sold out. As NT cannot offer me the service I paid for I feel strongly that they should be refunding at least part of the annual membership fee.

Karen · 21 June 2020

★★★★★ 1/5

Trustpilot

Would like to give no star

Would like to give no star! There are not that many NT properties where I live anyway but it is impossible to get a booking even further afield. Add to that the fact members have no priority! Have cancelled my membership and don't intend to re-join. As soon as they could, they shut everything down because if they can't sell you an expensive coffee or a sandwich or something from their shops then they don't need you to visit- so much easier to just shut everything and, I imagine let the gov pay for any staff who are not volunteers.. Who would have thought that huge parklands would have any issue with social distancing - some of these places were never crowded before the pandemic except in their cafes. The whole thing about being a member was spontaneity and that has now gone!

SusieQ · 20 June 2020

★★★★★ 1/5

Trustpilot

Have been trying since 7am this morning…

Have been trying since 7am this morning (Friday) to book membership entry to any of my local parks & gardens, any morning of next week. Although the booking system says tickets are available for a specific time slot the next screen tells you that none are available. This is a disgraceful, totally un-user friendly system and NT needs to reconsider its approach to ticketing. Members, in good faith, maintained their Direct Debit contributions during the height of lockdown but are now treated with disrespect by NT. I have tried since the first day to obtain tickets to any one of 10 'local' sites but to no avail. Disgraceful.

N · 19 June 2020

★★★★★ 4/5

Trustpilot

So many good memories we will get through this!

I have read all the 1 star reviews and can understand peoples frustrations. Especially how some places are vast in size to some that are quite small so trying to decide which to allow more people or not is a tough judgement call. You have to remember though how many times have you enjoyed visting these places? meeting friendly staff often volunteers talking and sharing their views on the past and present. The National trust have been amazing over the years and as the UK population has grown so has its demand for its beauty spots. These are unpresedented times, we are not in normal times god forbid we are not in a warzone. I had to wait 45 minutes to get through their eventbrite website portal but once on it was straight forward. Im trying to think of other options instead of a booking system? If we all turned up in our diesel cars to be turned away im glad the option is to book online though extremely frustrating but nothing i didnt expect! My last experience was a strange one in "lockdown" but was still special nature had taken over and everything was closed as expected. I am confident that this eventbrite system will change soon providing the "R" rate stays low. Thanks again National Trust.

Kian · 19 June 2020

★★★★★ 4/5

Trustpilot

The Trust are so incredibly resilient…

The Trust are so incredibly resilient at the moment. Each of these beautiful properties that my family and I love to visit, local or during a road trip, need careful attention when the property is closed because of the historic buildings and beautiful gardens. When they are open and people and dogs are walking around them with boots and prams, etc. it requires even more attention. Like many other places, the staff are on furlough. But the trust is a charity at the end of the day and people sign up for a membership with a charity and any money given to a charity is a donation. This doesn't pay for others to go, this pays for new roof tiles or to protect an area of wildlife habitat.Well done national trust you are doing well with everything going on. I even bought a gift membership for my friend at Christmas and when I gave them a call to update some information my friend had asked me to ask them when it's due to renew and they take it over what are they going to do because they have be closed. (I didn't see much point because I'm going to renew it for them anyway, but I did it anyway) and straight away they kindly offered me a generous discount of 25% on the renewal!! This is great considering that's basically 3 months membership with a charity for free, even though nothing else is really open anyway so what difference does it make? All my friend would need to do is call and ask for the discount when they call to take over the membership at the end of the year. How easy is that?! And loads of information on the website! However, could be a bit easier to use (only reason not a 5* review) but the booking system is super easy to use.

Adam · 18 June 2020

★★★★★ 4/5

Google

Stopped off on our way by to grab a late lunch in the cafe. Lovely calm and spacious surroundings in which to dine. As always with national trust cafes /restaurants the menu / drinks selection is well thought out offering a twist on reliable dishes, and tasty too. A very happy moment was when the inner bargain hunter in me found the reduced sandwiches on offer late in the afternoon for a pound each! I wish more national trust cafes offered this but I do understand that the cafe must act as a canteen for the office workers at Heelis and unlike so many other national trust properties it benifits from being in a high foot fall area, therefore they have a higher need to turnover any remaining unsold food. Aside from the cafe there's not an awful lots there to see, a mediumly stocked shop (no children's toys really so beware downhearted kiddies) and a general reception for the building. To be fair though we arrived around four after a long day at the neighbouring musuem so we didn't have a whole lot of time or energy to explore.

Google · 18 June 2020

★★★★★ 1/5

Trustpilot

Holiday cottage refund

Further to my entry on 1 April regarding the National Trust refusal to fully refund us for their cancellation of our holiday in one of their cottages, we have now finally received a full refund. This, after eleven e mails disputing their policy, it would appear that as a result of pressure from the Consumer and Marketing Authority (CMA), the Trust have reversed their policy, although it would seem not publicly. I would urge other people in the same situation to contact them immediately and demand a refund, quoting the C.M.A.

David · 17 June 2020

★★★★★ 1/5

Trustpilot

What’s the use of being a member?

Have been trying for days to book tickets for 2 different NT sites in order to arrange a first meet-up in 4 months with family members who live too far away for us to drive there and back in a day.The whole experience has left me angry and frustrated, everywhere is fully booked, waiting anxiously for the new dates to open is time consuming and hugely disappointing; I can only echo all the other comments on this site.Come on National Trust, show you really do care about your members and give them priority booking.I am yet another member who will seriously review whether to renew my membership.

Trevor · 15 June 2020

★★★★★ 1/5

Trustpilot

The same thing has happened to us

The same thing has happened to us. We have so looked forward to being able to visit our local National Trust only to find it's impossible to book a slot. So disappointed as the way the booking system seems to work it will be impossible to visit for some while. l think some consideration and thought with this pŕocess, and demand should have been anticipated and a more robust system in place instead of a continual wait on the system, only to find when possible access, it's fully booked. The fact due to circumstances we have been unable to visit, 3 months membership should be extended automatically to our membership.

MRS · 13 June 2020

★★★★★ 1/5

Trustpilot

Appalling situation

Appalling situation- I have been a life member for 20 or so years and very much looking forward to visiting my local Hatfield Forest location now it has finally been allowed to open. I was dismayed to find the website locked-up at 7am on the first day of ticket sales. When I got through later all tickets had gone for the first week. WHY DO LOYAL MEMBERS NOT GET PRIORITY at this time. Hilary McGrady you should be ashamed of yourself!

Glyn · 13 June 2020

★★★★★ 1/5

Trustpilot

Shame on you NT.

Wife and I been members for more than 35 yrs continuously and all 3 ‘children ‘ worked as teenagers during holidays at local NT site restaurant. Booking system is a joke and one gets the impression there is something else at play here possibly, as others have quoted, that non members are getting priority as are fee paying.How unbelievable is that possibility. Feel immensely disappointed and somewhat angry alongside a feeling of being taken for granted and exploited as a loyal member. It seems loyalty is an opportunity for exploitation and would never have expected this from the NT under any circumstances. We live and learn. The message to NT is simple. You need to sort this fiasco and you need to appreciate your current membership or it may well fade away. People do not have unlimited patience. Feeling undervalued is an incredibly strong emotion so please smell the coffee.

Dr · 12 June 2020

★★★★★ 1/5

Trustpilot

Appalling Service

We’re absolutely appalled at the NT booking system. This is the third week we’ve tried to book tickets to no avail. Why are we paying for this membership? This will certainly be the last time we do this. I do not understand why loyal members have not been given any kind of priority. You have continued to take the membership fees while we’ve not been able to visit. We can only surmise that you’re giving priority to non-members because you can charge them more money for visiting. We think it’s disgusting the way you’ve treated your loyal members. We’ve been a member of the NT for over 10 years. Absolutely disgusting. Your greed is unsurpassed.

Sarah · 12 June 2020