A social media star has accused a wild animal park of a "lack of empathy and inclusiveness" to wheelchair users.

Shell Rowe took to TikTok after visiting Port Lympne near Hythe over the weekend.

The 23-year-old film director, who has battled cancer four times and occasionally uses a wheelchair, appeared to be in tears as she told her 710,000 followers on the video platform of her experience.

She said the animal park's website says it is "accessible" for people in wheelchairs - but when she got there she was dismayed to find it was "on the most massive hill".

In a video with the caption "Don't bother going to Port Lympne if you're disabled", she said she had bought tickets as a birthday treat for her girlfriend Hannah.

"I just have to post a rant, because I am just so frustrated by the lack of empathy, the lack of accessibility for disabled people," she said.

She said when they arrived at Port Lympne they felt it was "not safe for people in wheelchairs".

"The whole thing is on the most massive hill," she said.

"We're skidding everywhere and the ground is so uneven it's just impossible to get around."

Miss Rowe went on to explain the couple had seen golf buggies that were unused, and had asked to rent one to get around the site.

However, they were told the carts were exclusively for customers who were using the hotel rather than for general rent.

"We weren't asking for this for free, we were asking to pay to rent one of the buggies because we literally cannot get around any of the park," she explained.

"Instead, they've given us a free ticket for a smaller park down the road which they are saying is more accessible [Howletts, near Canterbury] – to use within six months.

"None of them wanted to help us, none of them cared, do not come here."

Writing beneath the video, which has now been watched more than 630,000 times, she added: "It’s so frustrating to see that they had the facilities to help us but just didn’t want to. Instead we had to just leave the park.

"@Port Lympne & Howletts how can you claim to ‘deliver an inclusive environment that can be enjoyed regardless of disability’ and ‘sought ways to breakdown any unnecessary physical barriers and continue to listen to the needs of our customers’ and this is how you treat your disabled customer?"

The Aspinall Foundation, which runs Port Lympne, has not responded to KentOnline's requests for comment.

On the animal park's website, there is a section headed "we welcome everyone".

It says: "At Port Lympne Hotel & Reserve we welcome everyone and we make sure that everyone can enjoy our parks.

"Our aim is to deliver an inclusive environment so that the experience can be used by everyone, regardless of age, gender or disability.

"Throughout the development of our reserve, we have sought ways to break down any unnecessary physical barriers and continue to listen to the needs of our customers.

"An integral part of the development process of Port Lympne addresses the need to cater for people with access requirements.

"To ensure that you enjoy your visit or stay at our reserve, please read the information on this page and bear in mind the points below regarding accessibility."

It then adds specific details about Port Lympne.

"The 600-acre reserve is situated over a combination of flat and hilly ground with a safari ride on reconditioned army trucks, plus a variety of walking zones," it says.

"As parts of Port Lympne are quite steep, we offer reduced admission for disabled guests and have selected routes for wheelchairs.

"For those needing assistance, the park has an on-call minibus service for those having difficulties and can transport you to any area required. Please notify any member of staff if you require assistance and this will be arranged."

In a separate video, responding to a viewer comment, Miss Rowe said: "I understand that not everything can be accessible."

After reading some of the website's disability disclaimer, she added: "To me, that is very much not saying 'don't come here if you're in a wheelchair'.

"I wasn't asking for the ground to be flat, I was asking for a reasonable adjustment to be made for my disability, which is actually a legal requirement," she said.

Miss Rowe also says she is in contact with Port Lympne and they are going to work together on "figuring out what went wrong and how we are going to make it better for anyone who has accessibility needs when they go to the park".

Another video shows Miss Rowe later went to Wingham Wildlife Park near Canterbury following recommendations from her followers, and had a much better experience there.

She says park staff treated the couple to meeting the giraffes after learning of their experience at Port Lympne ahead of their arrival.