All guests* will be required to wear a face mask in order to access our gift shops and retail spaces, and it is highly recommended to wear one throughout the rest of the attraction.
Please be aware that you will exit through our gift shop.
Frequently Asked Questions
In line with the new Government updates (from 30 November 2021 at 4am), it is mandatory to wear face coverings in indoor shops, 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.
It's not our place to enforce face coverings or to refuse to serve guests who choose not to wear one. Guests are asked to respect Government guidance and be considerate to others and our hard-working staff.
We accept these and these are a clear visual marker to our teams that you are exempt.
At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures. These measures ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.
We still have hygiene and safety measures in place throughout all our attractions, including continued deep cleaning and hand sanitisers.
In line with the new Government updates (from 30 November 2021 at 4am), it is mandatory to wear face coverings in indoor shops. We ask that guests play their part in helping to protect themselves and each other.
We strongly recommended any guests over the age of 11 wear a face covering in indoor spaces and are required to do so in our shops and retail spaces, unless 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, and 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
- Face coverings are now required to be worn in retail spaces by those over the age of 11 (unless exempt)
At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.
Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff where appropriate.
We ask all those who visit our attraction to maintain good hygiene practices, including utilising the hand sanitiser located around the attraction and if they, or any family member, displays any symptoms of COVID-19, that they postpone their visit.
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
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.
All guests* will be required to wear a face covering in order to access our gift shops and retail spaces. and it is highly recommended throughout the rest of the attraction. Please be aware that you will exit through our gift shop. *Exemptions apply
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 for all bookings made in 2021.
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 considering it unsafe to visit us for any reason
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.