Skip to main content

Covid-19 – Information for Guests

Latest update

We remain temporarily closed, but in line with the Government’s roadmap out of lockdown we plan to reopen from May 17. You can pre-book tickets now and your tickets are covered by our Booking Guarantee 

For information about your booking, please review the FAQs below to find out the best next steps and who to contact if you need further assistance.

Please keep checking our website and social media for the latest information.

Ticket Questions

We are temporarily closed based on the latest guidance from the UK Government in response to the COVID-19 outbreak. 

In line with the Government’s roadmap out of lockdown we plan to reopen from May 17. Please keep checking our website and social media channels for the latest information.

If you have booked a ticket to visit us and we are still closed, 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 five times, with the flexibility to move bookings up to the end of 2021.

If you have booked a ticket to visit us in the near future, your ticket may need to be revalidated if we are closed on your visit date and you will be able to rearrange your visit for a later date. Once we have an authorised re-opening date, we will be making tickets available to those customers to rebook, with varying extension dates based on the ticket type you have purchased.    

We will be in touch when we have a confirmed re-opening date. Please keep checking our website and social channels for the latest updates.

 

Please get in touch with our team on SLLondon@merlinentertainments.biz

If you have a Merlin Annual Pass please head over to https://www.merlinannualpass.co.uk/coronavirus for all pass related FAQs and the latest updates from the Merlin Annual Pass team.

Guest Questions

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 for people with certain health conditions and/or disabilities. 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. 

We have implemented an extensive range of safety measures across the attractions. 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. 

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.