Skip to main content

Covid-19 Guest Information

UPDATE 11.05.21

We will be reopening on Monday May 17 in line with the latest Government guidance. You can pre-book tickets now and your tickets are covered by our booking guarantee. Further information can be found in our FAQs section below.

The health and safety of our guests and team is always our number one priority and our attraction is COVID-secure. In line with Government guidelines, we will continue to have numerous measures in place including reduced capacities, clear social distancing measures, temperature checks, pre-booking online, cashless payments and enhanced cleaning procedures.  Find out more on our Know Before you Go page. 
    

We ask all those guests who visit our attraction to observe closely our guidelines on maintaining a safe distance between each other and to maintain good hygiene practices and if they or any family member display any symptoms of COVID-19 we ask that they postpone their visit.    

Guest Questions

We will be reopening on Monday May 17 in line with the latest Government guidance. You can pre-book tickets now and your tickets are covered by our booking guarantee.

The health and safety of our guests and team is always our number one priority and our attraction is COVID-secure. As we look forward to welcoming guests back, our team will continue to create the memorable and exciting experiences we are known for, delivered in the safest possible way. In line with Government guidelines, we have numerous measures in place including reduced capacities, clear social distancing measures, temperature checks, pre-booking online, cashless payments and enhanced cleaning procedures. For more details, please see our Know Before You Go page

We’re restricting the number of guests who can visit each day, to ensure we can maintain social distancing in all areas of the attraction. 

Yes, all guests will need to wear a face covering when visiting our attraction as a condition of entry. Face coverings are not required for children under the age of 11 or if you are exempt. In addition, visitors will see our guest-facing employees wearing Personal Protective Equipment including facemasks and visors.  Hygiene screens have been installed in front of many of our food stalls and shop counters, and we have installed social distancing markers throughout our attraction.  

Our toilet facilities will be open for guests and we have introduced new measures within these facilities to ensure spatial distancing. Enhanced cleaning will take place throughout the day.  

Team members and guests are asked to participate in a temperature check using a non-touch thermometer. Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be allowed to enter. In this event we will gladly rebook your visit when convenient and at no additional cost; we do not expect anyone to be penalised for doing the right thing.     

Visitors with certain health conditions and disabilities related to higher bodily temperatures should speak to the attraction team upon arrival to ensure we can provide the correct assistance on an individual basis. If any member of your household is displaying COVID-19 symptoms, you should rebook your visit for another day.    

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. 

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 the end of 2021.  

       

If you require any further assistance please get in touch with our Guest Experience Team via our Facebook page with your Name and Booking Number and we will assist you further. We anticipate high volumes over the next few days and appreciate your patience as our team works through all inquiries.     

 

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.