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“Awful customer service” 1 of 5 stars
Review of National Marine Aquarium

National Marine Aquarium
Rope Walk | Coxside, Plymouth PL4 0LF, England
44 1752 600301
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Ranked #19 of 269 things to do in Plymouth
Attraction details
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
10 helpful votes 10 helpful votes
“Awful customer service”
1 of 5 stars Reviewed April 9, 2012

Visited the aquarium on Easter Sunday and found it very short and overrated but since my 3 year old loves see and fishes we gave in to make him our family holiday a nice memory. Queued outside in cold and rain for ages just to find out that our day plus pass wasn't valid on Easter Monday even though the day before we were told by staff it was. All the manager could say was that we should have read the terms and conditions more care carefully (I'm sure everyone reads the aquarium's terms and conditions as bedtime read on family holidays!) and she had no intentions to try to find a solution suitable for all. They expected us to buy day passes again for twenty something pounds to see the same exhibition - which is by the way probably worth only about half the entry fee, if that! All because we were mis-informed by staff the day before. And all this in an awful manner without any sense of good customer service.
I hope the tearful, disappointed little face of my 3 year old will haunt her and she will eventually realise she works for a child entertainment centre not the armed forces. Long way to go though....

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NationalMarineAqua, Public Relations Manager at National Marine Aquarium, responded to this review, April 13, 2012
Thank you for your feedback. The National Marine Aquarium is the largest of its kind in the UK, with the average visitor dwelling for two hours to experience our tanks and exhibits. Offering a competitive entry fee is important to us as a Charity, and we endeavor to engage visitors of all ages.

The Day Plus Pass is an offer providing added value to our normal tickets. Naturally with all attractions and businesses Terms and Conditions are applicable with any offer as it is beyond standard. At the National Marine Aquarium we strive to be transparent and our Day Plus Pass form not only refers to the terms and conditions on our website, but specifically states the Day Plus Pass is not valid for the first five bank holidays to avoid disappointment.

When tickets are purchased, our staff recommend customers to follow three steps to ensure registration is completed correctly and terms and conditions identified. Then for every bank holiday additional signage is placed before and during the queue point to remind Day Plus Pass members tickets exclude the first five bank holidays from the date of purchase.

We apologise your second experience of the National Marine Aquarium didn’t measure up to your expectations, and would urge you to give us another chance utilising your pass. Could we recommend the Eddystone Reef Dive at 2pm on a Wednesday afternoon which your son may find exciting?
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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777 reviews from our community

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English first
Saltash, United Kingdom
Top Contributor
128 reviews 128 reviews
41 attraction reviews
Reviews in 27 cities Reviews in 27 cities
128 helpful votes 128 helpful votes
“Great place to take the kids”
4 of 5 stars Reviewed April 7, 2012

A large fish tank with loads of fish doing what fish do best, (swim and eat) along with lots of smaller tanks of various aquatic life. It has some open top tanks that you can look into as well, spent a few hours just walking round and taking in all the different and diverse marine life. Worth a visit with the kids, but not a place I would keep going back to as it is expensive when all the family are in tow.

Visited July 2011
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Torquay, United Kingdom
Senior Reviewer
6 reviews 6 reviews
3 attraction reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
“Well worth it.”
5 of 5 stars Reviewed April 3, 2012

Went there with 2 children aged 11 and 8 and grandparents too and thouroughly enjoyed it, was in there for 5 hrs, kids were so excited and loved watching the feeding shows. Hannah one of the girls who worked there was lovely and answered all my childrens questions without needing to rush off. Well worth the money plus we can go back free for 12 months. Only thing i will say is that it could do with lockers so you are able to keep your bag in when picknicing to save carrying around.

Visited April 2012
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Billingshurst, United Kingdom
Senior Contributor
26 reviews 26 reviews
6 attraction reviews
Reviews in 8 cities Reviews in 8 cities
34 helpful votes 34 helpful votes
“Excellent Aquarium (Not so good parking)”
4 of 5 stars Reviewed April 2, 2012

This was our first visit to this Aquarium, and we had a great time. We went for our son's first birthday, and he had a whale of a time (no pun intended) The facilities are all very good and there are plenty of fish to see. Its not as big as I hoped, and only took us two hours to get around. The only downside to this attraction is the parking. Basically there is none, you have to park in a car park next door owned by people who wear striped t-shirts and have a bag over their shoulder with the word 'swag' written on it. We thought we would need all day at this attraction so put 5 hours in the machine for £6, and only used a total of 3. The price for the aquarium itself is quite dear at £11. 75 per person, but you do get to use that ticket for a whole year and can come back as many times as you like in that time. All in all very good, and great for little'uns :0)

Visited April 2012
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Totnes, United Kingdom
5 reviews 5 reviews
Reviews in 2 cities Reviews in 2 cities
3 helpful votes 3 helpful votes
“Fantastic to see how far they have come!”
4 of 5 stars Reviewed March 30, 2012

The aquarium has come on leaps and bounds since I was there a few years ago. There is plenty to see and its all very interesting.

It doesn't take up the whole day, a good 2 hours. Definatly worth the money as had the option to get a years ticket for the price of one. The animals are acting naturally and it's great to see.

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