The Jockey Club Reviews 

Ordered the 100 year gold cup playing cards 8 days ago,still not received them

Booked early as advert says save 30%. To find its only on the Saturday. This was not made clear in the advertisement

Superb response from Ellie Watson.
A quick reply to my question and great assistance in sorting out my difficulty.

I was just talking to my son he said dad we should go to grand national I said ok let's do it and here we are

Not sure what happened with my initial booking my tickets (probably a user error on my behalf) but the tickets didn't arrive. After contacting Newmarket racecourse customer service, everything was sorted in a timely and professional manner by a Lady called Danielle. In fact, I can't remember when I last received such good service. Thanks very much.

Mostly use Newmarket for our live racing and have nothing but the highest praise for ALL staff involved.
Extremely efficient with the info and purchase of tickets and most polite at the gates. Even the searches are done with a 😀.

Top quality place and the service, rooms and food is excellent. Would really like to get my hands on the green bottled shower gel they put in the rooms as well 😀.

Will definitely be staying again.

Just stayed at the extremely large, historical, Jockey Rooms at the Jockey Club in Newmarket. Not obvious from the road & not obvious where to go into the building. Promptly told they were taking £25 in case of breakages or us wanting to buy something! Never come across that before at an overnight B & B. Lovely grounds, staff very polite & males dressed in suits for breakfast, which we had in the corner of what could have been a banquatting suite so very cold and & distant atmosphere. Got lost in the corridors. Large but creaky rooms and their shampoo was on sale at £20 a bottle. Will suit some i'm sure.

Customer service was very good in resolving the issue of my late arrival tickets. They also informed me that their Web page/App was under maintenance, which is why I couldn't check the issue out for myself.

We went to the Tom Jones Racing event on Wednesday 26th July. Really excited to see Tom and enjoy the racing, however the sound was absolutely awful. Unless it was a song that the audience knew and so carried the words it was just a mumble. Not Tom Jones fault it was the music system that was being used or lack of it. I went and spoke to a manager, who said she would get someone to call me to discuss this the next day. I am still waiting for that call back!!!

Shame you didn't explain that in your website when I wasted a lot of money buying tickets
your cheats - liars and despicable cretins

a bunch of wasters and spoiling those who pay extra pleasure for a few people who should be attending to their horse

incredible morons with no business acumen or customer service understanding

Don't bother going here, they've significantly gone down hill

I have come to Newmarket on a number of occasions over some years, I have always purchased premier tickets and stood in what was always known to the community, as the premier enclosure, face on to the jockeys/horses coming directly to the finish line

I bought two premier tickets for this last Saturday's event, 24th June and at the start of the first race, tried to enter the usual and most understood by the community as the Premier enclosure., for which we all pay additional sums of monies

we were barred, as were others, are we all wrong ????????????????

The man at the steps stated it was a refurbished area only jockeys and trainers now and that the premier enclosure is halfway down the track and nowhere near the finishing line

This man was distraught, he had turned many people away that morning, and he made clear that we clearly were not informed of changes

You have made significant changes to the experience warranted by "Premier" customers in favour of the few ie jockeys and trainers-who by the way might be best occupied backstage of the event with their horses. Quite possibly, given the refreshments area, for which a refreshments area for the same people is clearly shown on your racecourse map still published online, as rear of the customer action.

Firstly, it's absolutely pointless to pay additional sums of monies to be so far away from the head on action, the unofficially redesignated premier stand is nowhere near the action - nowhere near the finishing line; so why spend extra money and why now in deeded bother with Newmarket at all ?

Secondly, you have clearly put the interests of the jockeys and trainers at the forefront, quite wrongly, over that of the paying customer; who I may well remind you pays their wages. Paying customers first and those who perform to be looked after behind the stage as it were - a simply and proven business ethic

Thirdly, to the despair of this man and to all the other clientele who tried to gain access in our presence, it's clear that no one knew and no one was informed with the ticket purchase or on the ticket itself

We cannot all be wrong

I've just checked your website, and it supports me, you state the premier stand is head on to the action with horses coming towards you at the finishing line. A case of trading description - Consumer contact Regulations - you are GUILTY it's clearly proven-your website does not make any warning of changes to old and new customers - we are not wrong, it's you that is wrong

After the first race which was exciting to see horse no 5 throw his jockey into a side fence, we left in disgust, I unfortunately took it out of a young girl at the entrance when she tried to scan my card to regain entrance, why I retorted, I've been refused access to the premier stand, as she eyed my pink premier badge

A waste of a whole day a waste of significant money for two, a complete disaster of your failed provision of an event experience - it simply didn't happen, and we were left out of pocket because of your signifiant and glaring error - again, we cannot all be wrong, ask your doorman on the step

Let the community down significantly because of your pompous and ticket tout ways with lack of thinking and lack of business acumen displaying an almost civil servant level of brainless dead

Plenty of other racecourses to go to - much better than here

PROMISED A REPLY, NEVER GOT ONE - CLEARLY DONT CARE

Further to my review on 23/04/23, I have been contacted by The Jockey Club who seem genuinely interested and keen to take comments / criticism on board and use customer feedback to help highlight and eliminate problem areas.

I have just witnessed the jockey on kensai warrior on the run to the line being in contention pull back on the reins and hold the horse back did anyone else see this?

I purchased tickets and car parking for the first day of the Cheltenham Festival on the Tuesday 2023. This was a birthday gift for my husband who being an avid racing fan had never had the opportunity. The tickets for the event were fine but it was the car parking. I had received a car parking pass which was to be displayed in the front window of the car. I was directed to a car park having arrived early around 10:20am. The car park was an absolute mess and I and my husband were mudded up to our ankles. I asked the car parking attendant if there was anywhere to wash/clean our shoes but he laughed in my face. I later realised they had dumped us in the exhibitors car park. It was too late to go back as we were already full of mud. On departure we had to wait for over an hour and a half because there was absolutely no organisation direction from the car parking stewards. I have to say that this ruined my experience and will not be attending (certainly by car) ever again

We purchased tickets and a hotel for kempton races on the 27th December but couldn't go as was my daughter had covid and was very unwell. We contacted internal support hoping for the possibility of exchanging the tickets before the racing for another meeting but was basically told no refunds and nothing they could do. I didn't even get a response to my follow-up email. Surely when the tickets are not being used for a genuine reason a possible exchange for another date would make sense rather than turn up and have my daughter spread covid to the fellow racegoers??

Went to a Christmas night dinner at Carlisle race course. While the food was fine, drinks were rather expensive but what spoiled the night was the temperature of the room, it was freezing all night and repeated requests to the staff and manager nothing was done. Many ended the night sitting in their coats it was so cold. We have been to these events several times and never encountered the problem before but don't think we will go again.

Aintree race course we visited the corbiere hospitality restaurant at the Beecher chase meeting on the 03/12/22 and came away really disappointed. The table was spot on next to the window so was chuffed as we were moved from another restaurant to be with our friends which we were grateful for.
The service in the restaurant was ok to start with but the container the bottles where in was filthy food stuck to the inside of it and when we ordered drinks they came and not sure if it was the glasses or the drink but they where very smelly like a damp smell I took them back to the bar and the staff agreed so we drank bottles instead. The wine was fairly poor quality and there was no Prosecco available disappointing for the girls on the table as the day went on the tables weren’t being cleared and we where supposed to have table service but we were having to go to the bar to ask for drinks and near the end of the day we ordered some vodka and lemonades for the table the drinks came and they where just lemonade so we had to get vodkas to put in them not great. And right at the end we were told you need to leave the restaurant now no indication like a 15 minute window just get up and leave now please.
This was mine and Lisa’s first visit to one of your restaurants we have been to the National 5 times previously and had a great experience in the stands but came away from our visit to the restaurant really disappointed and didn’t think we got anywhere near value for money. We have contacted the hospitality team but no reply booking number is 4344701.
Thanks William Crane

Cheltenham has gone down the pan in recent years. The money-grabbing Jockey Club seem to be interested only in taking your money. The course was absurdly crowded as they had sold far too many tickets. If you don't mind paying about seven quid for a pint of Guinness in an over-crowded bar served by people on their first day's work with little or no training then Cheltenham is for you. If you are silly enough to buy Club tickets expect to get sweet knock all for your extra expense.

Another good day out at Haydock Races yesterday (Saturday 6th Aug 2022 / Rose of Lancaster Stakes);
Bars weren't 4 deep, so could get served pretty quickly; card payment only at the bars, which was new to us, but ok; no trouble with fighting during the races (plenty of it outside afterwards though);
Main problem, & 1 which ruins the day completely, is the sheer numbers of men (& I'm guessing it's the same with the women too) queueing up for the toilet cubicles to snort cocaine!!
Drug dogs at the entrance are obviously not enough of a deterrent, & cocaine's still getting into the site in huge amounts!!
Instead of just checking at the gates, the drug dogs need to be constantly walking around the course; or just check all the cokeheads that are in the gents snorting the stuff!!

Disgusting customer service.

Will not give people refund who test positive for covid, despite one person advising if I send in evidence of a positive LFT they would. I called to confrm this directly, and apparently according to Manager Michelle they would not have given me a refund.