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Covid-19 FAQs

Latest Update

We are temporarily closed as a precautionary measure due to unforeseen staff operational issues and plan to reopen on Saturday June 19. For information on how to change your visit date, please see questions below. All tickets are covered under our booking guarantee

The health and safety of our guests and team is always our number one priority. Once we reopen, in line with Government guidelines, we will continue to have numerous measures in place including reduced capacities, clear social distancing measures, temperature checks, pre-booking online, cashless payments and enhanced cleaning procedures.  Find out more on our Know Before you Go page 

We ask all those guests who visit our attraction to observe closely our guidelines on maintaining a safe distance between each other and to maintain good hygiene practices and if they or any family member display any symptoms of COVID-19 we ask that they postpone their visit.

Frequently asked questions

Unfortunately we’ve had to take the unexpected decision to close Shrek’ Adventure! London from Saturday 12th June, with the aim of reopening on Saturday 19th June.

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 the end of 2021.  

       

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.     

As you have booked your ticket using a Sun Frees promotional voucher, please contact our Guest Experience team on SALguestexperience@merlinentertainments.biz and provide the following information so we can rebook you into a different date.

  • Your name
  • Booking reference number
  • Date currently booked to visit our attraction
  • The new date and time you would like to rebook to visit our attraction

Yes, all 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 if you are exempt. 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.

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

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.

Team members 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 attraction team upon arrival to ensure we can provide the correct assistance on an individual basis. If any member of your household is displaying COVID-19 symptoms, you should rebook your visit for another day.

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

We kindly ask that you help us ensure Shrek's Adventure! London remains a safe place to work and play by following the latest guidance relating to travel in your local area. Anyone affected by changes in Government guidance relating to COVID 19 should contact our Guest Services team on SALguestexperience@merlinentertainments.biz to re-arrange their visit.