Parents were left dismayed after paying £105 for Lapland UK tickets only to claim that they queued for hours in cold and cramped conditions to see Santa.
A shortage of actors meant there were not enough Father Christmases and caused a logjam, with children fast asleep by the time they made it to the front.
Concerns about social distancing were also raised, and one visitor claimed they were herded like cattle .
Lapland UK, in Ascot, Berkshire, is the biggest festive attraction of its kind in Europe and has drawn famous faces including Billie Faier and Rochelle and Marvin Humes.
Co-founder Mike Battle told MailOnline he was devastated that a human error had caused the unusually long queues and that some complainants had been given another visit.