Overview

We arrived at Battersea Power Station at 11:15am on Sunday 4th May and immediately attempted to contact guest services for the mobility assistance we had requested in advance. Unfortunately, there was no answer on either the landline or mobile number provided. At no point in the email correspondence was it made clear that guest services do not operate before 12 noon — a critical detail that would have allowed us to rearrange our plans accordingly. Despite our calls, we received no response and were left to make our own way from the car park to the ground floor. My father, who uses two walking sticks, had to find somewhere to sit and wait while we continued to phone for assistance. Eventually, we located the guest services desk next to the watch shop, but there was no one there either. In the end, we gave up and made our way up two floors to the Lift 109 Experience ourselves using lifts and stairs. Thankfully, the team at the experience were kind enough to provide a wheelchair, which made a huge difference. (See seperate review!) After the experience, I walked back down to guest services to ask again about the scooter I had originally requested. Although one was eventually delivered to our location, no one acknowledged or apologised for the earlier issues or the lack of communication. I had made very clear in my enquiry the time of our visit and the need for support — yet no one flagged that help wouldn’t be available before midday. Despite my repeated emails and calls, I received no responses whatsoever from guest services. Only the app's customer care team responded and were able to clarify the service hours which I really appreciated — unfortunately it far too late to be of help on the day. I’m extremely disappointed. As a group with both mobility and neurodiversity needs, this lack of communication and support at such a key point in our visit was deeply stressful and, frankly, unacceptable. Better staff training is essential. People don’t only have accessibility needs after 12 noon. Requests should be read properly and responded to with care. The venue itself is good for step free access, door sizes and smooth surfaces, plenty of accessible toilet facilities. The mapping could be clearer - there is no key to understand symbols, and the exact location of specific shop, and locations of things like the guest services desk are not displayed clearly.

Transport & Parking

Seemingly plenty of blue badge parking, and the pathways in the parking facility are clear and easy to use.

Access

Plenty of good lifts and step-free wayfinding, but staff need more training on how to support those with mobility access needs.

Toilets

Staff

While polite, no-one acknowledged the difficulty I had, nor asked if they could help further, nor asked how our visit was.