Hotel LEGOLAND®

Great for children, but arrival and communication need improvement.

We came from Thailand to stay at Hotel LEGOLAND with our five-year-old son. He had a wonderful time and loved the Ninjago-themed room. Although the room felt a little dated, his enjoyment mattered much more to us.

Breakfast was good, but the large, open dining area felt more like a busy food hall than a cosy hotel restaurant. Plants or dividers could make it feel warmer. Information about accessing LEGOLAND from the hotel could also have been clearer. These were relatively minor issues.

Unfortunately, parking significantly affected our stay.

As first-time visitors arriving by car, we struggled to identify which parking areas served the hotel. At the junction, we encountered generic "P" signs without clear hotel identification. The map at the hotel showed permitted parking in different colours, but no numbers corresponding to those in the official app.

The parking signs were mainly in Danish, with some English instructions on a separate blue panel. At reception, the English payment text was faint and difficult to read. We did not recognise the QR-code sign as a payment instruction that applied to us.

Arriving in the rain with an excited five-year-old, I asked reception directly for help. I was told we had parked on the wrong side and needed to move the car. I then specifically asked whether there was anything else we needed to consider or do. My clear recollection is that I was told no.

We walked back in the rain, moved the car as instructed and returned to the hotel. We subsequently received a DKK 995 parking charge because the parking had not been correctly registered or paid for.

The official LEGOLAND Billund app added to our confusion: its guidance for the park's numbered parking areas said to pay "before leaving the car park." We could not match those numbers to the signs around us or the hotel's map. It was unclear to us that hotel parking followed different requirements.

The charge was around 20% of what we paid for our hotel stay. The bigger frustration was that we had actively asked for guidance and believed we had followed it. Even after we thought we had corrected everything, we repeatedly checked the car, worried we might have misunderstood something else. This added unnecessary stress to our family holiday.

I also saw several other foreign-registered cars with parking charges and spoke with international guests who were confused about the arrangements. I cannot comment on the circumstances of those charges, but our confusion did not seem isolated.

After returning home, I sent detailed feedback, photographs and suggestions. Reception's initial responses focused largely on EuroPark operating the parking areas and registration being the guest's responsibility. Eventually, I was told the hotel considered the matter closed.

This was disappointing because my concern was about the arrival experience: whether guests can identify where to park and understand what to do, and whether signage, reception advice and the app provide clear, connected guidance.

I then contacted the Hotel Director. To her credit, she responded constructively, acknowledged that parking should not be such a hassle and confirmed that a new solution with EuroPark was being implemented. I appreciated her response and willingness to address the issue.

I cannot yet confirm whether that solution is in place. Guests arriving by car should check exactly where to park and confirm registration or payment requirements immediately on arrival. I would not rely solely on the app's general parking guidance for hotel parking.

Overall, our son loved his stay, and that remains our most important memory. However, the slightly dated surroundings, smaller communication issues and significant parking frustration left us with a mixed impression. The initial handling of our feedback added to that disappointment.

I am glad the Hotel Director took the feedback seriously and hope the improvements make arrival simpler and less stressful for future families.