Covid-19 (Coronavirus) Queries
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.
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.
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 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.
If your tickets were purchased through a third-party, we ask you to contact the company directly. If they require any information from us, please email our Guest Experience Team at firstname.lastname@example.org or contact us via our Facebook page and we will be more than happy to help.
If you have booked your ticket using a Sun Frees promotional voucher, please contact our Guest Experience team on email@example.com and provide the following information.
- Your name
- Booking reference number
- Date currently booked to visit our attraction
- The new date you would like to rebook to visit our attraction
In order to make the process fair, we will try and match your booking like for like (for example, if you had tickets to visit us on a Wednesday, then we will look to rebook you into a Wednesday slot) however due to reduced capacities and limited availability this may not always be possible.
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.
Please get in touch with our team at firstname.lastname@example.org