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Carly McCullaghvia Google

2 months ago

⭐ Review – Santa Grotto Experience (22nd December 2025) We had a deeply disappointing experience at Hillmount Belfast’s Santa Grotto. Our family of five (including a child with ASD) attended a rescheduled booking costing over £85, arranged by staff following a miscommunication on a previous date. We arrived at the agreed time only to find the grotto closed, with staff initially unable to assist. Although we were eventually allowed to enter, we were told to “hurry” and were rushed throughout the entire experience. Despite explaining our child’s additional needs, staff showed very little patience or understanding. One staff member raised her voice at our autistic child when it was completely unnecessary, which was distressing and inappropriate. The experience lacked any festive atmosphere and felt hurried and uncomfortable. We were also informed partway through that no professional photographs would be provided, despite this being part of what we paid for. When we raised concerns, the response from staff was dismissive and unprofessional. The visit ended abruptly in a corridor with minimal engagement from Santa, while several staff members stood watching, making us feel like an inconvenience rather than paying customers. The store owner then ended the experience and directed us out a side exit, which was upsetting for our young children and caused further distress. A refund was issued when requested, but the overall experience demonstrated a lack of organisation, customer care, and inclusivity, particularly for neurodiverse families. After being loyal customers for over seven years, this experience has sadly ensured we will not return or recommend Hillmount. I hope this feedback is taken seriously and leads to improved staff training and more inclusive practices. Children left extremely upset and disappointed.

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Mervyn Neillvia Google

2 months ago

Called here with my son and grandson who's 3 for the Santa experience and we weren't disappointed. The maze of animatronic tableaux had been well thought out and put together. My grandson got a name badge which we watched being made. Further along a very merry Mrs. Claus gave him a goody bag and my son and I had warming festive drinks. There was a quiz to do along the way with the chance to win a hamper. Santa was at the end and you were allowed to take your own photos. Santa spent a nice time talking and my grandson got a cuddly Christmas Koala as well. So a really nice experience which I whole heartedly recommend. Can't wait for next year. The Xmas shop had a huge selection of items which were half price and the coffee shop was in full swing. I would say if you are thinking of going next year, go early, because car parking is at a premium and as we were leaving it was almost full.

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Hazel Mcdowellvia Google

3 months ago

Lovely afternoon shopping, so much to choose from and a fantastic restaurant. I have been going to Hillmount Garden centre with my daughters from they were small, to see Santa. Happy memories. Staff always helpful and respectful.

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Mari-Louise Nawrattelvia Google

3 months ago

I love coming to Hillmount. Its clean... Tidy and there are some interesting finds. There's just a lovely peace about the place that i love 💕 We went to the ladies evening and i was soooo shocked to see how many ladies came to the event. The parking lot was bursting with vehicles...but good thing is Hillmount will always have a little space for you... We enjoyed the tea, mince pie and beautiful scarf that came with the ticket. What a great night. Ill do this again!!!

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Stephen Welshvia Google

4 months ago

This garden centre is something else, it's the best I have seen in Northern Ireland. It's laidout with care and attention with detail for wheel chair users as well as able body customers. It has a dinning area with a large food preparation area. Meals are as varied as Tea/ Coffee with a scone to a full dinner on a plate etc. car parking is areas are large both front and back. Back access is by stairs to the shop front is roll in, roll out. Staff are very plesent and helpful both with gardening help and other requirement's. I would highly recommend this garden centre, as you can tell from my reviews I don't give praise like this to any old shop, This is something special.