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Staying Safe

Read about all the new changes at Madame Tussauds Sydney
merlin staying safe

VISIT SAFE WITH US!

Welcome back celebs! To have the true VIP experience, there are a few things you need to know before you visit. The health and safety of our guests and staff is our top priority and we want you all to have a memorable experience with us.

Staysafe Beforearrival

Before You Arrive

YOUR PRE-VISIT

At Madame Tussauds Sydney, we have implemented new systems to ensure you visit safe with us. Learn about these new changes and make sure to tick all of these off before you visit.

WHAT YOU NEED TO KNOW

  • Please make sure you have made your booking online where possible. This includes pre-paying and selecting the date and timeslot of your visit.
  • Our valued Annual Pass members can pre-book their timeslot here. We have extended Annual Passes to ensure you can still enjoy an entire year of visiting the attraction.
  • Those with pre-purchased open-dated tickets and third-party tickets can pre-book here.
  • Before leaving home, please check our Facebook page or website for the latest information.
  • Please be ready to make on-site payments using a ‘contactless’ bank card, rather than cash.
  • We politely request that you refrain from visiting our attraction should you start displaying any of the symptoms associated with COVID-19. Please contact us via our helpdesk should you need to amend your booking.
  • Check our new opening hours

UPDATE: August 3rd 2020

In line with the most recent NSW health advice on Covid-19, the wearing of face coverings is strongly recommended to our guests when visiting our indoor attractions. This applies to all guests 12 years and over and excludes those with certain health conditions and/or disabilities.

Q: Under what conditions is a face covering NOT strongly recommended?

 A: A face covering is not strongly recommended in our indoor attractions in some circumstances including:

 Infants and children under the age of 12 years

  • A person who is affected by a relevant medical condition, including problems with their breathing, a serious condition of the face, a disability or a mental health condition
  • Persons who are deaf or hard of hearing, where the ability to see the mouth is essential for communication
  • When consuming food, drink or medication

Q: Do I need to provide a medical certificate stating that I have a lawful reason for not wearing a face covering?

 A: Please note that you do not need a medical certificate stating that you have a lawful reason for not wearing a face covering.

 Q: What type of face covering is appropriate?

 A: While the Chief Health Officer recommends a mask with three layers, any face covering is better than none. This includes a scarf or bandana or a disposable mask, which you should dispose of responsibly by putting it in the rubbish bin after using it once.

 Q: Will your staff also be wearing face coverings?

 A: All customer facing staff will wear a face mask at our attractions.

Staysafe Arrival

On Arrival

ON ARRIVAL

Some of the measures set out below may be clearly visible to you from the moment you arrive and others require consideration from guests to help ensure everyone has a magical visit.

WHAT YOU NEED TO KNOW

  • We have significantly reduced the daily ticketed capacity to allow for social distancing and the best possible guest experience.
  • Guests will notice new information signage informing them of key safety messages and instructions.
  • We are required to record contact details for all guests to ensure contact tracing may be conducted if necessary

Update: 5th August 2020 

In line with the most recent NSW health advice on Covid-19, we will be checking the temperature of our guests as they enter the attraction. The wearing of face coverings is strongly recommended and applies to all attendees 12 years and over and excludes those with certain health conditions and/or disabilities.

Face covering and temperature check Q+A

Q: Under what conditions is a face covering NOT strongly recommended?

A: A face covering is not strongly recommended in our indoor attractions in some circumstances including:

  • Infants and children under the age of 12 years
  • A person who is affected by a relevant medical condition, including problems with their breathing, a serious condition of the face, a disability or a mental health condition
  • Persons who are deaf or hard of hearing, where the ability to see the mouth is essential for communication
  • When consuming food, drink or medication

Q: Do I need to provide a medical certificate stating that I have a lawful reason for not wearing a face covering?

A: Please note that you do not need a medical certificate stating that you have a lawful reason for not wearing a face covering.

Q: What type of face covering is appropriate?

A: While the Chief Health Officer recommends a mask with three layers, any face covering is better than none. This includes a scarf or bandana or a disposable mask, which you should dispose of responsibly by putting it in the rubbish bin after using it once.

Q: Will your staff also be wearing face coverings?

A: All customer facing staff will wear a face mask at our attractions.

Q: From what age will guests be required to have a temperature check?

A: Merlin Entertainments will be using non-contact thermometers to screen the temperature of each guest upon entering the attraction, unless they are under the age of two.  

Q: Re temperature checking: under what circumstances would I not be permitted entry?

A: Guests who do not wish to undergo the temperature screening or who have a raised temperature of [37.8°C or above], along with their household group*, will not be permitted entry but will be offered a full refund of the admission price of their ticket.

*For the purposes of this guidance, a school or other group day trip will not be considered a household group but a tour group who are travelling and staying together will be considered a household group (due to the likely longer duration of close contact between members of the group).

Q: Will you record my temperature?

A: No record of the temperature will be retained and the data will not be used for any other purpose.

Staysafe Socialdistance

Social Distancing

SOCIAL DISTANCING

Throughout your visit with us you will notice social distancing measures have been put in place. These include floor and wall signs, tape markings, screen messages and more!

WHAT YOU NEED TO KNOW

  • We have introduced new arrangements for the application of social distancing within queues. Clear markers or signage have been installed in our building entry and viewing areas to help guests keep a safe distance from one another.  Our employees will monitor the queues to ensure that social distancing is being maintained.
  • At present, educational talks will not be offered, in line with social distancing requirements
  • We have introduced new capacity limits and timeslots. These restrictions will help ensure there is plenty of room for social distancing.
  • We have suspended some experiences to ensure that social distancing is suitably maintained. This includes our Wax hands offering.
  • We have installed new hygiene screens at our service counters to help physically separate guests from employees.
  • We have revised some of our standard operating protocols in order to reduce the proximity of our employees to guests. For example, this includes the way in which we undertake guest service activities.
Staysafe Cleaning

Cleaning Hygiene

CLEANING & HYGIENE

For the health and safety of our FABULOUS guests, we have enhanced cleaning throughout the attraction and are providing hand sanitiser stations for all our guests.

WHAT YOU NEED TO KNOW

  • We have introduced enhanced cleaning measures, throughout the day, which seek to disinfect high-frequency touch points, such as tables and chairs, service counters, grab and flush handles, door handles/plates and taps, and also our wax figures.
  • We have introduced new deep cleaning measures in the event that a person presents themselves with symptoms consistent with COVID-19.
  • We have introduced a large number of hygiene stations/hand sanitiser dispensers around the attraction for guests to use.
  • We have introduced new Personal Protective Equipment (PPE) requirements for a range of activities that employees routinely perform. These include face masks, disposable gloves, eye protection and hand sanitiser. The use of such equipment and clothing by our employees is both to protect them and our guests.
  • As with our employees, we politely request that all our guests uphold the highest possible hygiene standards – whether it be when sneezing or coughing, through regular hand washing or the frequent application of hand sanitiser.
  • Our employees now participate in COVID-19 specific training programmes instructing them how to stay safe as well as how to keep our guests safe.