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Know before you go

Last updated on 26/1/2022

FACE COVERING UPDATE - We recommend guests continue to wear face coverings throughout our indoor attractions, unless you are exempt.

Frequently Asked Questions

We recommend guests continue to wear face coverings throughout our indoor attractions, unless you are exempt.

We accept these and these are a clear visual marker to our teams that you are exempt.

Whilst legal restrictions lift from Thursday January 27, we want to ensure we offer you the best possible experience whilst ensuring we continue to look after our guests and staff. We continue to have additional hygiene and safety measures in place throughout our attractions, including enhanced cleaning, hand sanitiser and increased ventilation. We recommend guests continue to wear face coverings throughout our indoor attractions.

We will also offer Personal Protective Equipment (PPE) and clothing for some of our staff and our teams are encouraged to maintain high levels of hygiene. Those staff who wish to continue wearing a face covering whilst working have the option to do so.

At Merlin Entertainments the safety of our guests and staff remains of paramount importance and we are continuing to monitor and review this situation.

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.

No, you are not required to present your NHS Covid-19 vaccine pass to gain entry.

The Government has given guidance that the following settings do not need to apply COVID-19 status checks as a condition of entry, unless they are holding an event that meets the criteria for venues or events requiring mandatory use of checks:

  • museums or art galleries
  • theme parks and fairgrounds
  • other tourist, heritage, or cultural sites (including zoos, aquariums and botanical gardens)
  • recreation and leisure facilities (such as bowling alleys, amusement arcades and bingo halls)
  • sport and physical activity facilities (such as gyms, swimming pools, and skating rinks)
  • play areas or centres
  • casinos
  • cinemas
  • transport hubs and public transport
  • retail, including markets, shops, shopping centres, and supermarkets

More information can be found here

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 five times, with the flexibility to move bookings up to 24 hours before your arrival time.

If you require any further assistance please get in touch with our Guest Experience Team on guest.experience@madame-tussauds.com including your Name and Booking Number in the email, and we will assist you further. We anticipate high email 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 more information.

Booking with confidence logo

Booking with confidence guarantee

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 standard and multi-attraction bookings.

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 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 5 times, with the flexibility to move bookings up to 24 hours before your arrival time.

This guarantee applies to all standard and multi-attraction tickets, but is not currently applicable to premium tickets.

*Multi-attraction tickets are valid for 90 days from the date of your first attraction visit. You can move the ticket up to 5 times within the 90 days. 

Book with confidence now