I've been coming here since it was very small. It has grown immensely. The diversity of animals is fantastic and you can get close to the animals. Also the sea lions are a great addition. The animals are definitely the star (how it should be). However that's where the good stops. Even though the entrance fee was high ($100 for 2 adults and 2 kids) everything in the zoo is an extra charge and not quite proportionate for what you get. In addition, the crowd control for the train and the safari tram is poor. They tell you first come first serve. We waited in the boarding area for twenty minutes and people that walked up just as the tram got there were let on before we were and then the tram was full. The next tram was a half hour wait. There was no queue or way to ensure the people that were there first were boarded first.
The attendant quickly offered a refund, but did not apologize, just shrugged. They honestly don't care.
At the train there was a school field trip. We tried to ride 3 different times and were told that the field trip had priority and we would not be able to ride. I appreciate that schools have a schedule, however they should have them all go at once one after the other or find a way to allow other people to ride as well.
I want to love this place. But as a zoo that relies on the income from attendance, they need to be much more aware of their customer service level and the value they are offering customers.