Fuming parents have complained that the all-new Christmas with Paddington Santa's Grotto experience at the Trafford Centre is a "rip off" and they were "rushed" with kids "left questioning if Santa was real". It's the first time there has been a Paddigton themed grotto at the shopping mall, and is this year based inside the former Hamleys shop inside the centre.
Visitors get to walk through a Christmassy recreation of the London street where Paddington bear lives with the Brown family, before heading into their home to meet Santa's elves and Paddington himself. Families then get to individually meet Santa where children are given a gift.
But parents have hit out at the price of the experience - from £15 for children and £5 for adults - and then having to pay £10 for an official photo afterwards. Families are able to take as many photos as they like in the lobby where there's a Paddington snow globe and inside the snowy London street, but once inside the main grotto photos with Paddington and Santa are not allowed to be taken.
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One dad got in touch with the MEN to complain about the experience after taking his three children along - and being "noticeably rushed" through. He said: "Considering the cost, this is the worst Santa experience I have ever witnessed. I am so angry that my kids left feeling rushed, underwhelmed and questioning if Santa was real."
On Tripadvisor there have also been a string of negative reviews, including from Gaz S who said: "Absolutely awful, such a rip off terrible value for money. You basically pay £40 to have a photo that then costs £20. Nothing else to it. Just in and out shocking value for money."
Natalie wrote: "Honestly the worse [sic] santa experience I've ever been to. It was disorganised and santa was not very believable. My five year old son did not think he was the real santa and called him an imposter!!
"They just want to get as much money from you as they can. You cannot take your own photos and they charge you £10 per photo.
"The photos they took were very bad quality. My son's face was too bright on the photos and you cannot see his facial features and you cannot tell it is him in the photos. So I don't have a nice photo of my son with santa. Spent a lot of money on a below par experience."
On the Trafford Centre's own Facebook post advertising the event there are also a string of negative comments from parents. Many say they felt rushed, that the event is "overpriced" and questioning why parents have to pay £5 - and then have to pay £10 each if they want one of the official photos of their kids with Santa and Paddington - two different photos taken in the experience.
Many parents also hit out at the experience with Santa himself inside the grotto. All children are given the same present, a Paddington movie book, which is handed to youngsters unwrapped.
One mum said on the Trafford Centre's Facebook post: "Got a present from Santa whose beard was falling off and they couldn't even be bothered to wrap the present. My five year old got a book that he will probably be able to read when he's about 10 shocking experience."
Writing on Tripadvisor Jasmine O said: "The toys aren't age appropriate. All babies and young kids like mine got a book - not wrapped. The book is far too old for them. More for age 10+. My autistic son went to look at the other presents he had in the box and santa said naughty naughty. I was not impressed by that.
"Then we rushed out to a gift shop. This was why other kids were crying as they wanted a proper toy from the gift shop. Then the pictures cost £10 each or 2 for £18. Would not recommend."
However others hit back at the negative comments saying "stop moaning everyone". Lisa Ikin wrote: "Worth every penny, my grandson was in awe of Paddington bit wary of Father Christmas as he's only 2 but soon came around."
Another grandma Lisa Brocklehurst wrote: "Paddington was so amazing and santa even better, the team are faultless and really friendly and patient good value for money the gift shop is well prices and well stocked just a shame my grandson was a little nervous."
The Trafford Centre said in response that there had only been "a very small number of negative reviews". They said they have had a "huge amount of positive feedback" including comments in their visitor book and emails from customers.
They added that they had been in touch with the dad who contacted the MEN about his experience to discuss his feedback.
A spokesperson said: “Christmas with Paddington has already welcomed thousands of guests who have all thoroughly enjoyed it. The event is a high-quality experience which has been hand-crafted by our small team and we really do care about all our visitors.
"The vast majority of our guests have been really complimentary about their time with us; meeting Paddington, our amazing elves and the magical moment with Santa. We are excited to welcome many thousands more families before Christmas Eve.”
Prices for photos in the gift shop are from £8 for a keyring or magnet photo, £10 for a photo with Santa, £10 for a photo with Paddington - or 2 for £18. There's also a snow globe for £12 or the option of a "big bundle" with bauble, magnet, keyring and photo for £40 or a "mega bundle" for £50.
Christmas with Paddington runs daily at the Trafford Centre until December 24, but all sessions are completely sold out.
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