“Visited Charlecote today as members with our two very old dogs. The place is a mass of No Entry signs and lists of things that are ‘strictly’ or ‘absolutely’ forbidden. We were very rudely challenged by a volunteer/staff member in a high viz vest for walking along a path forbidden to dog owners and made to walk instead along the public footpath which runs parallel and only about 20 yards away from the forbidden route. What irked us most was the superior attitude of the woman towards what she clearly regarded as riff raff. No hospitality business would run a venue like this.”
“Turned away from St Michael's Mount, Cornwall.
Visited St Michael's Mount, Cornwall in May. Visit was part of a long coastal walk. Tide was out so able to walk across causeway to the Mount. On arrival, told we couldn't get in as we hadn't booked online. Dejected, walked back to Marazion. Checked NT website for St Michael's Mount and found there were places available for visiting at the time we were turned away. Booked tickets online and returned to the Mount where we were greeted by another member of staff who told us staff have a contingency for visitors turning up without tickets - if there are places available, they check you in then and there. Was asked if I wanted to speak to a 'manager' and was taken into an office and spoke to someone who didn't introduce herself or explain her role. I shared my annoyance at being turned away and said I would complain to HQ and share my experience online at which point I was asked to leave.
I used NT's complaint procedure and got a reply saying my complaint had been directed to staff at St Michael's Mount. Guess what? Nothing from St Michael's Mount.
It seems to me the National Trust has lost its way. My membership card boasts, 'for everyone, for ever' which seems hollow given my experience.”
“Rude and patronising staff at Knole Gatebox
I'm very disappointed with the rude treatment I received last Sunday afternoon as an NT Member when I came to Knole. I didn't feel well enough to drive and so my son and his heavily pregnant wife kindly offered to drive me in my car to the car park. Unfortunately, one of the staff would not allow us into the car park and rudely said I would have to drive, however I felt, and my son and his obviously pregnant wife would have to get out of the car and make the long walk to the house in the rain. We were greatly upset by his behaviour and in the end, by the time we got to the house, my daughter-in-law was so exhausted that she could only sit down in the café, at which point we abandoned our visit to the house, ruining our family day.
I really feel that the staff should be trained to be considerate to their visitors, including a senior NT member and a heavily pregnant woman. The car park was less than half full and I fail to understand why the driver of my car could not park me there since it is provided for NT members' cars.
We will not be renewing our NT memberships and my son and his wife have changed their minds about becoming members.
I hope the staff will be trained to be more sympathetic in future so that no-one else will have to suffer this rude behaviour.”
“Due to money problems, I wanted to cancel my membership. The national trust insist you have to keep paying for the full year, even if you can’t afford to. I just wanted to put the warning out for others. It’s definitely a charity you can’t trust.”
“I sent them an email asking to cancel my membership. They asked me for my address to confirm my identity which I provided. They continued to take my money!”
“not value for money. it might be a charity but the means to get people to sign up is dishonest. joined in August but didnt get my membership card until mid October and the welcome pack with binoculars have run out so not even going to be able to enjoy that little freebie. cancel dd for next year. The 3 houses we visited were unimpressive anyway.”
“So our daughter purchased us a joint membership before COVID 19 hit, due to the pandemic national trust sites closed, now only a very limited number have opened yet National trust are not interested in discussing the options of refunding or extending our membership other than a three month extension which was 6 months ago. They will not listen to reason and sticking to 3 months only. How can they get away with this? 6 months this has been going on and not looking like it’s getting any better yet still take my money. Now I know it’s a charity but I’m only asking to have what we paid for, not too much to ask I do t think.”
“We signed up for dual annual membership and were given cards... and that was it.
Nothing else ever arrived - until they wrote to us again asking for more money for renewal. They claimed they had sent membership items... but they didn't and even an alleged apology gift card never arrived!
I could take them to the Small Claims Court for not fulfilling their side of the membership bargain, but I might have difficulty proving that they defaulted.
"There's nothing we can do" was all they would say!”
