Conservation park the Wild Place Project has established itself as one of the Bristol area's best-known family attractions.
Since it opened as Bristol Zoo's sister site in 2013, it has developed a loyal fan base for those who love to discover nature and see a wide range of wildlife species.
However, this month, several visitors have submitted reviews on TripAdvisor complaining about what they perceived to be a lack of animals at the park - particularly those who missed out on seeing bears at Bear Wood.
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Some have expressed their dissent and felt their experience at the attraction in South Gloucestershire did not match up to the entry fee.
Wild Place Project has since responded to the claims and apologised to those who were “disappointed at not being able to see all the animals”.
One user described their experience as ‘overpriced and underwhelming’, writing on TripAdvisor on January 5: “Even though it was January 4 and a cold wet day, we were charged the same peak rate as a summer bank holiday, which seems ridiculous especially since it turned out that several elements of the attraction were shut.
“It took very little time to walk around and unfortunately we didn't see many animals at all. We were especially disappointed not to see any bears - the particular aim of our visit - as we were really looking forward to it and took the time to go around 'Bear Wood' twice at different times of day.
“The lemur area we were hoping to walk through was shut because of a lack of volunteers.
“These things happen, but this was not clear on the website and we were still charged full price (they also added in a 'voluntary' donation without asking me).
“Why the website doesn't clearly list the peak periods or state upfront about so many things being shut (e.g. the high ropes and all the eateries) I do not know.
“I could go on: muddy paths, very few staff, dozens of signs barking instructions... All in all it was simply far too expensive for what it was. On a positive note, we saw cheetahs up close and that was breathtaking.”
Another user submitted a complaint stating that their visit was a "waste of time", writing: "You pay to see animals yet there are few animals in this zoo (but just don’t call it a zoo). Signs indicating local bird life and squirrels point to the lack of animals. Why call it Bear Wood when there are no bears?
“Long walk between exhibits on rough muddy paths, not great for wheelchairs or buggies.
“Lots of facilities are not open e.g. pizza place, kiosks and abseiling yet we have to pay the full price in winter. All done within an hour. Certainly not worth the £53 we paid.
“Cheeky that they automatically add a voluntary donation to the entry price. You are made to feel like a cheapskate if you don’t want to. Emotional blackmail is not a great start to your visit. All in all a waste of time. Go to Noah’s Ark instead.”
And while there have been two five-star reviews this month, another who was less impressed added: "There were hardly any animals to see, we didn't see a single bear."
Wild Place's response
A representative for Wild Place Project replied to a customer complaint on TripAdvisor by explaining that the bears are effectively in hibernation, which was why they were not spotted.
They wrote in response: “Thank you for your review. I am sorry to hear you felt disappointed following your visit. In Bear Wood we have four bears, four wolves, six lynx and two wolverine!
“Our four bears are currently in 'torpor' which means they are fast asleep inside their house, a bit like hibernation, exhibiting the exact same behaviours they would in the wild.
“The Leap of Faith is run by a separate company and will be re-opening towards the end of February, and this is at an additional cost.
“We do ask our visitors if they wish to include a 10 per cent voluntary donation in our prices which goes directly towards our conservation work, but this is absolutely optional and the reason for the donation is so that the purchase is eligible for gift aid, which is invaluable to us as a charity. Thank you for supporting us through your visit.”
Wild Place Project was contacted for further comment following the complaints.
Nigel Simpson, Head of Animal Collections at Bristol Zoological Society, said: “Wild Place Project is home to a range of species from around the world, living in large, natural exhibits which offer plenty of opportunity for animals to display a range of natural behaviours.
“As a result, you may see bears climbing huge oak trees and bathing in their forest pool, or you might catch a glimpse of our female lynx curled up with her kittens in their woodland den, or ring-tailed lemurs leaping from branch to branch in the Madagascar exhibit.
“Importantly, our spaces also offer quieter areas, more hidden from public view, where animals can choose to go and rest.
'Sleepy state'
“During the winter months the four bears at Wild Place Project are in a sleepy state called torpor, which is not full hibernation but means they will sleep more frequently as they would naturally in the wild. You can still see the bears at certain times of the day when they are more awake, but of course this is their choice.
“We can never guarantee that all of our animals will be available to see, and part of the joy of a visit to Wild Place is spending time spotting them in surroundings that are as natural as possible to their wild habitats.
“We are sorry if this means that some people are disappointed at not being able to see all the animals we have here.”
There are big plans for the attraction in the coming years as Bristol Zoo closes its Clifton site and expands its the Wild Place Project instead.
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