Covid-19 FAQs for guests

We are open! Following the latest UK Government update, we can confirm that Shrek's Adventure! London remains OPEN with the highest standard of health and safety measures in place. All guests, including Annual Passholders, still need to pre-book their tickets in advance.  

From the 17th October we ask that all guests adhere to the latest Government guidance and only visit our attraction with members from their our own household or support bubble. As a COVID-19 Secure venue we can still host larger numbers in total but groups from separate households must not mix or form larger groups. We will continue to monitor Government guidance closely. 

  • Find out more about the additional hygiene and safety measures here

Following the Government’s introduction of a tiered response to COVID-19, please use this guide to help you decide if you can still visit Shrek’s Adventure! London

Information for guests looking to book tickets and those with existing tickets

If you are looking to make a future booking, or have an existing booking please see instructions and clarifications below which may answer some of your more immediate questions:

 

I have pre-booked tickets but live in a Medium Alert (Tier 1) / High Alert (Tier 2) area, can I still visit?

If you live in an area that’s been designated Medium or High Alert, you can still visit.  We look forward to seeing you soon.

 

I have pre-booked tickets but cannot travel as I live in a Very High Alert area (Tier 3) / Wales / Scotland, what can I do?

If you live in an area that’s been designated Very High Alert, or you live in Wales or Scotland, you are advised to avoid non-essential travel. If you purchased your ticket after 9th October please use the link on your ticket to rearrange your visit. If you purchased your ticket before 9th October please get in touch with our Guest Experience team on SALguestexperience@merlinentertainments.biz 

 

Guests looking to book future tickets:

Pre-booking your visit online is essential for all guests (including passholders). To book a ticket, please click here

 

I already have a Flexi-Ticket, how do I pre-book entry?

Pre-booking your visit online is essential for all guests as we have reduced our capacity to allow for social distancing. You need to pre-book a date and time of your choosing in advance. Book your time slot here

 

I am an annual pass holder, how do I pre-book entry?

Merlin Annual Passholders can click here and pre-book entry. Every passholder in attendance must pre-book their admission and present both the reservation and their valid Pass at the entrance. Under 3s must also pre-book admission.

Please be advised that regular exclusion dates apply as per your Pass terms and conditions.

 

Guests with existing Standard or Fast Track tickets:

If you have booked one of these tickets AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Book your time slot here

 

Guests with existing VIP Experience Bookings:

If you have booked one of these experiences AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). Once the attraction re-opens, you can visit on a date of your choosing. For these experiences please contact our Guest Experience Team on SALguestexperience@merlinentertainments.biz 14 days prior to when you plan to visit to book you into a time slot.

 

Guests with existing London Combination tickets and promotional offer tickets:

If you have booked one of these tickets AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Please refer to the time slot booking instructions below for each ticket type.

If you have purchased a Combination ticket, please refer to the following instructions for each attraction:  

  • Shrek’s Adventure! London: book your time slot here.        
  • The London Dungeon: book your time slot here
  • London Eye: book your time slot here
  • Madame Tussauds London: book your time slot here
  • SEA LIFE London Aquarium: book your time slot here

 

Guests with tickets 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 SALguestexperience@merlinentertainments.biz and we will be more than happy to help.

 

Are you open?

We are in a designated High Alert (Tier 2) area. This means that we will remain OPEN with our high standard health and safety measures in place

 

Is it safe to stay open?

The health and safety of our guests and team is always our number one priority. In line with Government guidelines, our teams have implemented numerous measures to ensure the safety and well-being of our guests. Alongside this, our attraction has been awarded the VisitEngland ‘We’re Good to Go’ charter mark. We ask anyone visiting our attraction to observe all the latest Government guidance: from 17th October only visit our attraction with members from your own household or support bubble; if you live in an area that’s been designated Very High Alert, or you live in Wales or Scotland, you are advised to avoid non-essential travel.

 

Do I need to wear a face covering?

Yes, guests will need to wear a face covering when visiting our attraction as a condition of entry. Face coverings are not required for children under the age of 11 or for people with certain health conditions and/or disabilities. In addition, visitors will see our guest-facing employees wearing Personal Protective Equipment including facemasks and visors.  Hygiene screens have been installed in front of many of our food stalls and shop counters, and we have installed social distancing markers throughout our attraction.

 

What new measures will I see on my visit to your attraction?

We have implemented an extensive range of safety measures across the attractions. For more details, please see our Know Before You Go page here

 

How will you enforce the new ‘rule of six’ Government restrictions?

In line with updated Government advice, from the 14th September any group of more than six people* gathering together for social activity (indoor or outdoor) risks being dispersed by police or fined for non-compliance. We therefore ask all those who visit our attraction to observe Government guidelines as well as our own Merlin Entertainments COVID-19 measures.  

Our attraction provides an extensive range of COVID-safe measures, designed to ensure a happy and safe experience for all our guests and team – more information can be found here.

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to six people* must not mix or form larger groups.

Our team will continue to remind guests to follow the current Government guidance including wearing face coverings, keeping to household groups or bubbles, and maintaining social distancing throughout our attraction.

(*Government exemptions are outlined here)

 

I’ve already booked my tickets for Monday 14th or later and will be in a group of six or more, what should I do?

We understand that in some circumstances you may not be able to visit or need to update your booking due to these new Government restrictions.  In this situation, please contact our Guest Experience Team who will be able to help manage your individual booking: SALguestexperience@merlinentertainments.biz 

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to six people* must not mix or form larger groups from the 14th September, as per updated Government guidance. (*Government exemptions are outlined here)

 

Why do I need to book online?
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. 

 

Will your toilets be open and how will you ensure they are safe?

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

 

I have booked a ticket and it’s for a date when you are now reopened – but I don’t want to visit /my flight has been cancelled / I am on the NHS shielding list. What are my options?

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment.

 

However, we understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus, or if it’s unsafe for you to travel you may require to change the date/time of your visit to our attraction. Please contact our Guest Experience team on SALguestexperience@merlinentertainments.biz and they will be happy to discuss your options.  If you have booked through a third party, please contact them to discuss your booking.

 

I’m not sure when I want to visit/I already have an open dated ticket. Can I arrive at the attraction at any time?

No, prebooking is essential as we have significantly reduced the daily ticketed capacity of our attraction to allow for social distancing and the best possible experience. All guests will need to pre-book their tickets online. If you already have a ticket, you will still need to book into a time slot online here

 

What do I do if one of my family is ill at the last minute?

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please contact: SALguestexperience@merlinentertainments.biz If you have booked through a third party, please contact them to discuss your booking.

 

Why have you got Temperature Checks? And what if I have a condition or disability

Employees 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 customer services team upon booking to ensure we can provide the correct assistance on an individual basis.