Know Before You Go
COVID-19 Requirements
With all COVID-19 restrictions ending in England on 24 Feb 2022, our priority is to continue to offer the best possible experience to our guests whilst ensuring we also look after our staff. We continue to have hygiene and safety measures in place throughout our attractions, including enhanced cleaning, hand sanitiser and increased ventilation. In our indoor attractions, key walkways or busier areas, guests may still see signage stating ‘Face Coverings Recommended,’ which is in line with public health guidance. Those staff who may wish to continue wearing a face covering whilst working will have the option to do so. At Merlin Entertainments, the safety of our guests and staff remains of paramount importance and we’ll therefore continue to monitor and review this situation.
If you or any of your party display any symptoms of COVID-19 or have tested positive, we ask that you do not visit and contact us to rearrange your booking.
Frequently Asked Questions
We recommend guests continue to wear face coverings throughout our attractions, unless you are exempt.
Yes, if an employee has symptoms, or tests positive, they either work from home (if possible) or take sick leave for at least the recommended five days. We will continue to make lateral flow tests available at our UK attractions and corporate sites until current stocks are depleted. At Merlin Entertainments, the safety of our guests and staff remains of paramount importance and we’ll therefore continue to monitor and review this situation.
Ticket Information & Bookings
It is easy to re-validate 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.
To access our booking portal click here
Please note our booking guarantee is only available on standard or multi-attraction tickets. For further assistance address yourself to our chat bot
We've made it even easier for our Merlin Annual Pass Holders to pre-book entry tickets. Please follow this link for information on how to book.
Before you arrive
Pre-book Tickets
Please make sure you have made your booking online. Before leaving home, please check our website and social media pages for the latest attraction information.
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.
Contactless payment
We are now a cashless attraction. Please be ready to make on-site payments using a 'contactless' bank card.
Reduced capacity
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.
At the attraction
Hand Sanitiser
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.
Face Coverings
We recommend guests continue to wear face coverings throughout our attractions, unless you are exempt.
Hygiene measures
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.
Experiences
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.
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.
