Andii, as more of the zoo changes and more people become aware of those changes as we move into spring and summer, I can see this becoming quite an emotive subject.
The zoo is a commercial enterprise that costs a lot of money to run so they have to be careful with their pennies, but in the last year a number of cost-cutting measures have been made that directly impact the visitor experience, simple things like the introduction of disposable plates, all the way to more important changes such as the removal of all the flowers, which will have a negative impact on many levels (promotions, marketing etc). There are now a number of new staff whose role it is to shift the organisation away from break-even (or thereabouts) and more into profit, and they're the ones who have been pushing for greater commercialism. This is understandable given the recent economic climate and the commitment to major construction works, but it does seem to be leaving some long-standing members with a bad taste in their mouths.
I personally have always found the zoo's staff to be extremely polite and helpful, but in the last year or so I've also found that they share many of the same frustrations we do. Often keepers aren't informed or involved in decisions and don't have any more information about the zoo's direction than its visitors. Keepers love their animals and hate to see them leave, gardeners hate to see their flower beds turned into lawns and restaurant managers hate to see their service decline, but they're not the ones making the decisions. Admittedly I have also been to members' day talks where the keeper hasn't shown up, but I'll mention no names...
One of the biggest issues seems to be the lack of disclosure. It's unfair to expect the zoo to tell us everything that's going on, especially with regards to sensitive animal arrivals, but they really do need to include visitors - and especially members - more in their ongoing ground-level projects. I really can't see any harm telling visitors why, for example, the aviaries were removed, or why the coati and otter enclosures were grassed over, or what's going to happen to the area around the children's zoo, especially if the plans all turn out to be positive. I think more disclosure would go a long way to appease those who aren't necessarily comfortable with so many ongoing changes, especially as members such as yourself have decided not to renew as a result.