The site is described as the first-ever purpose-built entertainment and cultural exhibition space in central London. The new attraction spans two floors and covers 3,200 square metres, and it officially opened at London’s Battersea Power Station on May 23, 2025.

Neon apologised to those affected and said it is liaising with visitors to offer other time slots or a refund. Meanwhile, Wowcher said it is in the process of contacting customers and will be offering full refunds.

Wowcher is the UK and Ireland's second-largest daily deals e-commerce site, offering discounted vouchers across a wide range of products and services, including dining, travel, local experiences, consumer goods, electronics and beauty treatments.

Ms Stevens, 39, told the Press Association: "It was supposed to be a nice day out for the both of us, you know, just the two of us. He was very upset and he cried, that made me cry. It’s horrible – it’s Christmas."

She added: "When you go there they’re only allowing people who paid full price in – if you’ve got a discounted ticket, you’re not coming in. There was a lady that had two autistic children with her, they were having a meltdown, she was really distressed."

Ms Stevens also said one woman told her she had left her house at 5am to make the trip. Ms Stevens' son, Jacob Harris, has autistic spectrum disorder and ADHD. She said he was deeply upset after travelling a long distance only to be turned away.

She said: "I asked them how long this had been going on for – no-one could give me an answer."