FACE COVERING UPDATE - Please note that it is mandatory for all guests over the age of 11 years old to wear a face covering throughout our indoor attractions unless you are exempt.
COVID PASS UPDATE – In line with the latest Government guidance, guests visiting us will not be required to show an NHS COVID Pass on entry.
Frequently Asked Questions
In line with the new Government update (to be brought in from 10 December 2021), it is mandatory to wear face coverings in all our indoor public spaces unless you are exempt. We ask that guests play their part in helping to protect themselves and each other.
Our attractions continue to provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff.
These safety measures also ensure we adhere to Government and local authority guidelines to create a safe experience for everyone.
Part of those ongoing measures include all guests (over 11 years old) wearing face coverings in our indoor retail spaces (unless exempt) – although pubs and restaurants are exempt.
Guests are asked to respect Government guidance and be considerate to their fellow guests and to hard-working staff.
If you refuse to wear a face covering and have no form of exemption documentation or sunflower lanyard, then you may not gain access to the attraction.
We accept these and these are a clear visual marker to our teams that you are exempt.
We are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our staff and guests is our absolute priority. We still have a range of safety measures designed to ensure a happy, safe and healthy experience for all guests and staff, these may include:
- Personal protective equipment (PPE) and clothing for our staff in some enclosed areas, such as masks/visors
- Continued focus on hygiene stations and hand sanitiser at key locations
- Deep cleaning
Please be assured that we work in close cooperation with the local health authority to support any direct enquiries to them and will act immediately upon their advice. The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.
You will be able to find NHS QR code ‘check-in’ posters at key points around the attraction entrance and you are encouraged to scan the NHS QR code with your smartphone on arrival at our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App.
We encourage all guests to check in with the NHS app which can be found at the attraction entrance. For any experiences where you will be eating or drinking, we will be collecting your details manually.
Ticket Information & Bookings
It is easy to revalidate your ticket to visit on a later date. You can change your ticket date via our booking portal, details of which you can find on your e-ticket. Our booking guarantee allows you to move your ticket up to three times, with the flexibility to move bookings up to 24 hours before your arrival time.
We've made it even easier for our Merlin Annual Pass Holders to pre-book entry tickets. Click here for information on how to book.
Whilst legal restrictions have been lifted, we want to ensure we can offer you the best possible guest experience and we will continue to have reduced capacity at our attraction. Please do not visit without a ticket and book your tickets online to guarantee entry.
Before you arrive
Tickets must be booked online
Please make sure you have made your booking online before you visit the attraction.
If you have symptoms, do not travel
We politely request that you refrain from visiting our attraction should you start displaying any of the symptoms associated with COVID-19. Please contact Guest Services should you need to amend your booking.
We are now a cashless attraction. Please be ready to make on-site payments using a ‘contactless’ bank card.
Whilst legal restrictions have been lifted, we may have a reduced daily ticketed capacity to ensure we can offer you the best possible guest experience.
When you arrive
We continue to have additional hygiene and safety measures in place throughout our attractions, including enhanced cleaning, plentiful hand sanitiser points, maximised building ventilation and some suggested social distancing markers.
It is mandatory for all guests over the age of 11 years old to wear face coverings throughout our indoor attractions unless you are exempt.
We politely request that our guests uphold the highest possible hygiene standards – through regular hand washing and the frequent application of hand sanitiser which are available through our attraction.
Some of our guest experiences may still be adapted or modified to ensure guests and staff have the best experience whilst taking into account some social distancing and staff safety.
Book with confidence
At Merlin, we recognise we’re all living in unprecedented and uncertain times, but that everyone also needs something a little magical to look forward to. Our ticket guarantee provides you with the confidence to book your ticket, safe in the knowledge that you can move it if anything interrupts your plans.
The guarantee is free of charge and you are covered in the event of:
- The attraction you have booked being closed
- UK Government restrictions on travel
- You being unable to travel due to sickness and/or isolation
You can change your ticket dates via our booking portal, details of which you can find on your e-ticket. You can move an attraction ticket up to 3 times, with the flexibility to move bookings no later than 24 hours before your arrival time.
This guarantee applies to all standard and multi-attraction tickets but is not currently applicable to premium tickets.
*Multi-attraction tickets are valid for 90 days from the date of your first attraction visit. You can move the ticket up to 5 times within the 90 days.