Angry families slam 'shambles' Christmas experience in Scots town as organisers 'make changes'

Starry Nights at Dean Castle have “made changes” to their set up after huge queues on the opening weekend.

Organisers said a child became unwell in the grotto on opening night, Friday, December 13, and a technical issue added to delays as they “sincerely apologised” for the queues.

After reviewing the situation and listening to customer feedback, Starry Nights have acted to ensure the same issues don’t reoccur.

Starry Nights is a festive walk-round experience at Dean Castle Country Park in Kilmarnock and features lasers, sound installations, fun fair rides and a food village.

It is billed as a “truly unforgettable Christmas experience” and “a festive adventure that will warm your senses and glow up your Christmas spirit like never before” but a number of customers were unhappy at queues in the park and at Santa's grotto on Friday and Saturday.

A number of customers claimed they encountered delays of around two-and-a-half hours to get into Santa's grotto for their pre-booked slot.

Several took to social media to add their thoughts. One said: “What a let down compared to last year. Paying a fortune for a family of four to walk through a few lights.

“So glad we didn't book Santa. And had to walk miles to go to our car or pay nearly a tenner to park at the Dean. A disgrace. Last year was amazing, this year a shambles.”

Another added: “Awful. Attempted to join the queue at quarter to five and was told slot was at five. Went back and joined the queue and waited one hour 15 minutes in a queue with a very hungry, tired toddler, a five and an eight year old.

“Did I mention this experience cost £45? Absolute shambles, a total rip off and I won't be back.”

A third said: “We were waiting ages then told it would be a 45 minute wait for Santa. We did wait, however the queue had barely moved so we left.

“It’s expensive for what it is and for a family of four, with the extra cost to see Santa and a gift, wasn’t worth it.”

Posting on Facebook, the Starry Nights team reiterated their earlier apology for the opening weekend and thanked people for their understanding.

Starry Nights at Dean Castle said: “We apologise for the long queues round the trail and at Santa’s Grotto on Friday, December 13 and Saturday, December 14.

“We are very grateful for your patience and understanding as we work hard to create a special and magical Christmas event for you.

“We have taken your feedback on board, and we have made changes to the event flow around the trail and at the grotto to prevent the same issues from re-occurring.

“We are very much looking forward to welcoming visitors this week when we re-open on Thursday. Thank you.”

This is the second year that Starry Nights has taken place at the Dean Castle Country Park. Starry Nights is also operating at Beecraig Country Park, Linlithgow, West Lothian.

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