We were very disappointed with our recent visit. We did not have reservations and were fully expecting to have to wait in a line. The website indicates that half of each group would be for those with reservations and half would be for walk ins. This was clearly not the case. For each group of about 20 reservations, they allowed only about 4 to 6 walk ins.
The lady at the front desk was very rude. When it was my turn to purchase tickets, I approached the counter. She rudely stated, "I don't know why you are trying to pay, there is nowhere for you to go. I mean, I guess I can take your money but the line is full, you're not going to go anywhere."
After entering the castle, we found the groups to be much too large. Being towards the back of the group, we could not see the displays as the guide was talking. When the group started to move on to the next display, we got only a few seconds to look before having to move on to the next display that we weren't able to see. The castle either needs to have much smaller groups or allow this to be a self guided tour.
With all that said, this COULD be a great attraction. The museum and attractions were fantastic. It is just horribly run. They need to get friendlier and more organized.