We love bringing you closer to the oceans through amazing discoveries! Since we closed on March 20th, we’ve been working tirelessly to make sure that when we’re ready to reopen and welcome you back, it will be in the safest way possible.
This year isn’t what any of us could have expected, but we want you to know that we’ll be here for you and your family as you reconnect in a completely new way. Our team of health and safety experts are creating a plan which will enable us to deliver on our promise of keeping your well-being and safety as our top priority.
Some of the measures may be clearly visible to you from the moment you arrive at the attraction and others require consideration from our guests to help ensure everyone has a magical visit.
Our website and social media pages will stay up to date with the latest information on when we can reopen. In the meantime, please see below for queries and existing and future bookings.
1. Why is SEA LIFE closed?
The decision to close SEA LIFE temporarily is based on the guidance from the Government in response to the Covid-19 outbreak.
2. When will SEA LIFE reopen?
SEA LIFE will remain closed until further notice. We are in contact with the relevant authorities and will work to reopen the attraction to guests as soon as it’s appropriate to do so. We are now contacting guests with bookings up to 4th July 2020 to advise them on how to rearrange their bookings.
3. I have a booking when the attraction is closed – what can I do?
If you have booked tickets to visit SEA LIFE no action is required and you do not need to contact us to arrange your future visit. Simply arrive at the attraction and present your unused ticket(s) that show the original date (between 20th March and 4th July 2020) at our admissions desk and the team will revalidate your tickets for entry on that date. Please be aware that we may experience busier periods, check our website for updates and opening times.
4. What about if my booking is after 4th July 2020?
Please understand that we are prioritising guests with bookings in the next few weeks. Any attraction tickets purchased for dates beyond 4th July 2020 will, at this time, be subject to regular terms and conditions. You can move your booking to another date, if you wish to move the date of your visit, please contact SLCBray@merlinentertainments.biz
5: I have booked tickets to visit for a date between 21st March and 4th July 2020, can I get a refund? (Includes promotional tickets, tickets purchased from SEA LIFE and via any authorised 3rd party sellers)
If you have booked a ticket to visit SEA LIFE between 21st March and 4th July 2020 your ticket will be valid for use on any date during the 2020 season. No action is required and you do not need to contact us to arrange your future visit, simply arrive at the attraction and present your unused ticket(s) that show the original date (between 21st March and 4th July 2020) at our admissions windows and the team will revalidate your tickets for entry that date.
6: I have booked tickets for a date between 21st March and 4th July and I can’t return to the attraction during 2020, what are my options?
Please contact SLCBray@merlinentertainments.biz and the team will be happy to help as quickly as they can.
7: As the Merlin Attractions are closed until further notice, I’m not able to use my Merlin Annual Pass. I’ve already paid upfront for the year. Can I have a refund?
As our attractions are closed, we will be extending your Merlin Annual Passes to account for the period of time that our attractions are closed. We’ll be taking care of this for you, so there’s no need to get in touch with our customer service team. Your existing Passes will be automatically extended in our ticketing system – so once our attractions reopen, your Passes will scan as normal at the ticket barriers. You are not required to have your Merlin Annual Pass cards reprinted. Unfortunately, we’re unable to offer refunds to customers who have paid for the Merlin Annual Pass as this is a non-refundable product (see clause 6 in our terms and conditions www.merlinannualpass.co.uk/terms). Further information can be found here: www.merlinannualpass.co.uk/coronavirus
8: As the Merlin Attractions are closed until further notice, I’m not able to use my Merlin Membership. Can I cancel my Membership?
As our attractions are closed we will be ensuring our Merlin Members are not paying monthly for the period of time that our attractions are closed. We will be automatically freezing your Membership from the 1st April and payments will be suspended until our attractions re-open. Unfortunately as this is a 12-month contract we’re unable to cancel your Membership (see clause 27.2 in our terms and conditions https://www.merlinannualpass.co.uk/information/membershipterms).
Further information can be found here: www.merlinannualpass.co.uk/coronavirus
If the above does not answer your question about existing or future bookings, our team is on hand to help at via our website or social media channels. As a result of this temporary closure, our guest experience team is helping a much higher volume of guests than normal with their enquiries. Please rest assured our team will endeavour to respond to you as soon as possible.
We appreciate and value your patience and apologise for any inconvenience this may cause during this unprecedented time. We’ll keep sharing our plans with you, in the meantime, keep checking our social media channels for live streams and further information!