Are all accessible queues in the same locations?
Some of our queue lines may be in a slightly different areas to what you remember. However, please be assured that new signage has been installed in all our queue lines to direct you safely. We are practising social distancing measures within our queue lines so please remember to queue together in your party and follow the markers provided. There may also be longer waits on many rides and attractions due to our enhanced cleaning measures that will take place at regular intervals throughout the day.
Are all rides and attractions available using the Ride Access Pass system?
Please speak with our guest service team upon your arrival to the Resort. They will advise of any restrictions or closures at the time of your visit.
Can I register for a Ride Access Pass on the day of my visit?
We are asking our guests to pre-register your documentation at least 14 days before you plan to visit the Resort. This is to keep our staff and our guests safe, and to make our processes quicker for you. To register in advance of your visit, please visit here. If you have not pre-registered your documentation prior to your visit, we will be unable to process your pass on the day.
How do I pre-register for a Ride Access Pass?
To register for a Ride Access Pass, please head here - complete the form and upload your documentation and submit at least 14 days prior to your booked visit to the Resort. Our Team will contact you via email to confirm your Pass is being processed.
Do I still need to get a wristband and timecard?
You will be issued with a wristband and timecard when you arrive at the Resort. You will need to collect these from our Resort Box Office located on Towers Street. This is the only place that we will be issuing these. Our team will be equipped with the necessary PPE to protect you and themselves. We will also ask guests [you or your carer] to put their [your] own wristbands on themselves.
Can I still hire a Wheelchair/ Mobility Scooter?
We will still be hiring our wheelchairs and mobility scooters; however, we will only be able to accept card deposits/payments when completing this. We will also be enhancing our cleaning routines on our wheelchairs and mobility scooters, and these will be deep cleaned after each use.
How many carers can I have with me?
The number of carers you can bring will depend on which Ride Access Pass you qualify for. . If you qualify for our RED Ride Access Pass, you can have up to three Carers with you (one of whom needs to be over the age of 14). If you qualify for a YELLOW Ride Access Pass, then you can ride alone – however you can bring up to three Carers (one of whom needs to be over the age of 14). For full information on carer requirements, please visit our 2020 Accessibility Guide here
Guests over the age of 11* will be required to wear a face mask in order to go on a number of rides and rollercoasters, and within any indoor space including queues, gift shops, indoor rides and attractions, and hotel lobbies. This advice is in line with the latest UK Government regulations across England which will come in to place from the 8th August https://www.gov.uk/coronavirus. We are monitoring this guidance closely and we encourage all our guests to help protect themselves and each other when visiting the Resort.
Please bring a suitable face mask with you. Face masks are available to purchase from our retail shops.
Only securely fitted face masks should be worn on rides for safety reasons and we would recommend removing face masks on water rides in case they get wet.
*Face masks are not required for children under the age of 11 or for people with certain health conditions and/or disabilities.
To be safely admitted into the Resort, employees and guests are required to take part in a temperature check with a non-touch thermometer. These non-invasive temperature checks are being applied as a condition of entry. Our teams will be on hand to reassure anyone who feels uncomfortable with this process.
Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be go ahead with their visit. Those showing COVID-19 symptoms are also requested not to visit the Resort until they feel better.
Those guests who do not wish to consent for a temperature check may have a refund. Those people with certain health conditions and disabilities related to high temperatures should speak to the customer services team before visiting. Please email firstname.lastname@example.org at least 7 days before you plan to visit the Resort to discuss.
Guests who are staying in the hotels, once temperature checked, will be asked to wear a wristband for the duration of their stay. This is to help our staff recognise that you have already participated in a temperature check and to avoid the inconvenience of being asked to do another one.