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Know before you go

14.07.2021

Whilst legal restrictions will be lifted from July 19, we want to ensure we offer you the best possible experience. We continue to have additional hygiene and safety measures in place and we also highly recommend you continue wearing a face covering while inside our attractions.

Further information can be found in our FAQs below.

Frequently asked questions

Whilst legal restrictions will be lifted from the 19th July, we want to ensure we can offer you the best possible experience.

We would like to reassure everyone that we are continuing to take the necessary measures to provide a safe and hygienic environment. The health and safety of our guests and staff is our absolute priority. We have implemented an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. These include:

  • We continue to highly recommend that face coverings are worn inside our attractions
  • You may continue to see Personal Protective Equipment (PPE) and clothing for some of our staff
  • Continuation of enhanced cleaning, hygiene stations and hand sanitiser for guests at key locations
  • You may still see increased ventilation and suggested spatial separation markings and other similar operating adjustments around the attraction

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.

You will be able to find NHS QR code ‘check-in’ posters at key points around the attraction entrance and you are encouraged to scan the NHS QR code with your smartphone on arrival at our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App. 

We encourage all guests to check in with the NHS app which can be found at the attraction entrance. For any experiences where you will be eating or drinking, we will be collecting your details manually. 

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 SALguestexperience@merlinentertainments.biz  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.     

Please get in touch with our team on SALguestexperience@merlinentertainments.biz 

We've made it even easier for our Merlin Annual Pass Holders to pre-book entry tickets. Please find follow this link for information on how to book

Book With Confidence with Merlin

Book 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 bookings made in 2020 and 2021.

You are covered in the event of:

  • The attraction you have booked is closed
  • UK Government restrictions on travel
  • You are unable to travel due to sickness and/or isolation
  • You consider it unsafe to visit us for any reason

You can change your ticket dates via our booking portal, details of which you can find on your e-ticket. You’re able to 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're able to move the ticket up to 5 times within the 90 days.

Book with confidence now