Legoland Castle Hotel

My kids really enjoyed our trip and stay at Legoland Castle

We planned this trip to celebrate our child’s birthday and Christmas. When we arrived, we were so excited with the room. The hotel and rooms are so fun to look at! The hotel is really made for children, as it should be. The food and entertainment at the Castle hotel restaurant were great. We had ordered a birthday celebration package for our son and it had been in the room when we arrived. He was very excited, especially about the 3 birthday mini figures that he received. Our other son purchased 2 mini figures for himself. The next morning my family headed into the park, and I stayed behind to tidy up the room and get ready. When we returned, we immediately noticed that the mini figures were missing. I had left them on the little package they came in, on top of the refrigerator, next to the coffee maker. The package was still there. We looked everywhere in that room. I went downstairs to speak to someone. I did not accuse any employees, I suggested perhaps someone was able to get into our room or maybe someone walked past as it was being cleaned and saw them. I was told that the manager would review the security footage and let us know how we would be compensated. I received a text from them later on telling me that their findings were inconclusive, and if we sent a picture of the receipt for the 2 mini figures my son purchased, we would receive a credit and could charge another purchase to the room. When I asked about the birthday mini figures, I was told that those could not be replaced. That was the part that was upsetting. We paid for the birthday package and somehow items in our room went missing while we were in the park. To be told that they would not replace the birthday figures may not be a big deal, especially with everything going on in the world today, but it is the principle. I asked if I could purchase some, and was told that we could go and create our own mini figures for purchase. My husband and sons went down to the hotel gift shop and spoke to the gift shop manager there. He was much more helpful and provided a replacement package of the birthday mini figures. We didn’t even use the credit that was supposedly applied to the room to purchase the other 2 replacements. My family went back into the park and I remained in the room, because at this point I did not feel comfortable leaving it unattended. My family wanted to leave home after the park closed because of the experience, but we stayed because everything was paid for and I wasn’t going to lose out on more. The trip would have been wonderful, had this incident not occurred. Sadly we aren’t sure if we will return, and if we do, we will definitely stay at another hotel. On another note- When staying at this hotel, keep in mind, there are a lot of children, it’s loud, and you won’t get much quiet time. The walls are thin and you can hear everything going on outside your room. If you don’t want to deal with that, consider going when kiddos are back in school. I would also lock a

The quality and service are good I never do reviews but this time I will do one, due to the experience and the service given by Jorge and Isidora from the lobby area. Well, to start with, my son had an accident which he hit his head and needed ice, I went to the front desk to get a bag and look for ice, the girl here seemed a little tired and indifferent to my problem, then I saw Jorge and he gave me a bag, Luckily I found him again at the top and I told him where I could get ice and he very kindly took me and I told him that my son had hit his head and he told me if I needed medical services and I said no it was just a bump and he gave one of his minifigures to my son and he was very happy I could get the ice and then his partner Isidora arrived and gave some badges to my son and I call this commitment to the guest this review is for these two great people.