Terms & Conditions

Terms & Conditions of Entry

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences. 

In these Entry Conditions, the following definitions shall apply: 

Attraction Chessington World of Adventures Resort or any part of it; 

Merlin/’Us’/’We’ Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at Link House, 25 West Street, Poole, Dorset, BH15 1LD; 

You are admitted to this Attraction subject to the following Entry Conditions. If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Attraction, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times. 

General: 

For health and safety reasons (due to the topographical features of the Attraction), wheelchairs are the only transport device permitted within the Attraction. 

Our commitment to provide a service: 

1) Merlin will endeavour to ensure that as many rides and attractions as possible are available for use by guests at the Attraction. However, Merlin reserves the right, without prior notice, to close and change the programme of rides and attractions and/or the Attraction's operating hours. Merlin in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the number of persons having access to the Attraction. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Attraction is closed for any of the reasons set out above, Merlin reserves the right to offer substitute tickets for admission to the Attraction on an alternative date in substitution for any other form of redress. 

Our right to remove you: 

1) Merlin, acting reasonably at all times, reserves the right, to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner whilst travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace towards members of the public or staff ; climbs or stands upon fences, barriers, walls, safety fences, rock arrangements, ride structures, animal enclosures exhibits or any other buildings at the Attraction. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, ride structures, exhibits, fabrics or buildings at the Attraction or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket; or has purchased or obtained any tickets or discount vouchers from a ticket tout or Merlin reasonably believes that they have purchased a ticket from an unauthorised source. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund. 

Tickets/admissions: 

1) THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid ticket. The sale of tickets/vouchers by anyone other than Merlin is strictly prohibited. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Attraction grounds. For all payments made via this website, Merlin Attractions Operations Ltd will be the responsible contractual party. A binding contract between us comes into existence when the final page of the booking confirmation procedure gives you a booking reference. This contract and all matters arising out of it are governed by English law. All tickets are non-transferable, not for resale and will become automatically void on any transfer for value. Tickets purchased are only valid on the date printed on the ticket. Tickets may not be valid for special events or concerts which may attract a separate admission fee. Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Non-dated tickets booked in advance do not guarantee admission to the Attraction, especially during busy times or on specific days when there are special events. Tickets booked online will be delivered in accordance with Merlin’s delivery procedure. If tickets are bought on behalf of other guests, the buyer accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. If re-entry into the Attraction is required, an appropriate hand-stamp or ticket must be obtained, before exiting the Attraction which must be shown at the time of re-entry to regain access. Tickets must be retained at all times and submitted for inspection if required by Merlin. No child or children under the age of 12 will be admitted to the Attraction unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security. For the attention of parents and guardians: please do not leave your child unattended when experiencing our rides as we are unable to look after them whilst you do this. If you have a particular problem with this advice, please speak to a member of staff. 

Your behaviour: 

1) Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including of e-cigarettes) is strictly prohibited other than in the designated smoking areas identified on the park map. All rides, attractions, amusements, transport systems and any other facilities located at the Attraction must only be used in accordance with the relevant operator's instructions. 

2) Your dress & appearance must be suitable for a family theme park: 

3) You must wear appropriate clothing (including a top and shoes) at all times whilst at the Attraction. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Attraction. Stilettos and loose clothing are not allowed on some rides due to health and safety reasons. 

4) Any violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour(s) towards members of the public or staff in the process of carrying out their duties is not permitted . If any guest is in breach of any of these rules or is a member of a group doing so, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund. 

Parking: 

1) Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. A parking fee applies. If you lose your car park ticket, you will have to buy a new ticket. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours. 

Security: 

1) To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Attraction. Accordingly, intoxicating liquor may not be taken into the Attraction except with the express permission of Merlin and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Attraction without any right to a refund.  

2) CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction. 

Animals: 

1) Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Attraction. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress. 

Photography: 

1) Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Attraction provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may request access to photographs taken and video footage captured by you. If they are deemed to be offensive to or infringe the privacy of other guests and/or staff Merlin will request that they are deleted. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be). 

Our Liability: 

Merlin accepts no responsibility for any loss and/or damage suffered by you as a result of any event outside our control (including any distress, inconvenience, anxiety or loss of enjoyment arising from the evacuation of the Attraction). This does not affect your statutory rights. 

Azteca Hotel

*If your short breaks package includes your 2nd Day FREE your 2nd Day FREE is valid in the Theme Park only and must be used the day after your first day in the Park.

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Hotel Chessington Azteca Hotel

Merlin/’Us’/’We’ Chessington Hotel Limited (company no. 5686193). whose registered office address is at Link House, 25 West Street, Poole BH15 1LD;

All booking reservations at the Hotel are subject to the following Entry Conditions. If you do not comply with them you may be removed from the Hotel by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Hotel, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. Please note that entry to Chessington World of Adventures Resort theme park is subject to the theme park terms and conditions of entry.

General:

For health and safety reasons wheelchairs and mobility scooters are the only transport device permitted within the Hotel. You are not permitted to bring any food and/or drink into the Hotel and only food and/or drink purchased at the Hotel can be consumed whilst in the Hotel. Deliveries of any nature are not permitted at the Hotel.

Our commitment to provide a service:

Merlin will endeavour to ensure that as many facilities as possible are available for use by guests at the Hotel. Merlin reserves the right, without prior notice, to change the operating hours of such facilities. Any special requests with regard to rooms need to be made at the time of making your booking. Merlin shall use its reasonable endeavours to accommodate such requests, although these cannot be guaranteed. Some requests may incur extra charges which will be notified to you by Merlin. Merlin in its absolute discretion reserves the right to close the whole or any part of the Hotel and/or any facilities within the Hotel at any time or to restrict the number of persons staying at the Hotel. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Hotel is closed for any of the reasons set out above Merlin shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure. Merlin reserves the right to offer a substitute booking on an alternative date in substitution for any other form of redress. Merlin reserves the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Guest Services Manager within the Hotel. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Guest Services Manager and then you should write, no later than 21 days after your departure from the Hotel, to the Guest Services Manager. All letters must be sent by the lead booking name on the reservation, as replies will only be addressed to this person.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Hotel, ban from entry to the Hotel, or remove from the Hotel without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner whilst travelling to the Hotel whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Hotel or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Hotel or has been found inside the Hotel without a valid booking reference. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Hotel without any right to a refund.

Booking Reservation:

THE HOTEL IS PRIVATE PROPERTY. All persons staying at the Hotel must have a valid booking reservation. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Hotel grounds. All booking reservations are non-transferable, not for resale and will become automatically void on any transfer for value except as provided in the cancellation policy set out below. Bookings are only valid on the date printed on the booking reservation. Bookings will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, the total cost of a booking is non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Bookings made online will be delivered in accordance with Merlin’s delivery procedure. If booking a stay on behalf of other guests, the person that books the stay accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. Should you make a booking with us on behalf of a third party you will be held jointly and severally responsible to us for the total cost of the services/products booked. No child or children under the age of 16 will be admitted to the Hotel unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Persons aged 16 and 17 years shall be admitted to the Hotel without being accompanied by an adult if they can produce a valid letter of consent from a parent or legal guardian. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

Merlin requires large groups of 15 guests or more, school/college parties to apply in writing, addressed for the attention of Contact Centre Manager before a booking can be made. We require school parties or organised groups/societies bringing a party of children to have at least 1 member of staff to every 10 children in order to stay at the Hotel. We also require a letter from the relevant head teacher or chair of governors confirming that members of staff supervising the children have undertaken valid disclosure checks undertaken through the Disclosure and Barring Service. We reserve the right, in our sole discretion, to refuse any booking, including a group booking.

Accommodation:

Bedroom accommodation at the Hotel is available from 3.00pm on the day of your arrival and must be vacated by 10.00am on the day of departure unless otherwise stated on the booking confirmation. The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Hotel. If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk. Where more than one room is booked, guest rooming lists must be received at least seven days prior to your scheduled arrival date. Merlin reserves the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay or for any items that are missing when you leave.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Hotel. Smoking (including of e-cigarettes) is strictly prohibited inside the Hotel and any guest seen smoking inside the Hotel shall receive a fine. Please conduct yourself appropriately at all times and comply with Merlin’s procedures and/or requests with regard to conduct and respect for Merlin’s property, its employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Hotel or cause offence to other guests. Merlin reserves the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in Merlin’s reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund.

Your dress & appearance must be suitable for a family hotel:

You must wear appropriate clothing (including a top and shoes) at all times whilst inside the Hotel. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Hotel.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are permitted at the Hotel for the duration of your stay. No vehicles, including motor homes and caravans, are permitted to remain at the Hotel beyond the duration of your stay.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Hotel, you are admitted to the Hotel subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Hotel any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Hotel without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Hotel. Accordingly, intoxicating liquor may not be taken into the Hotel and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Hotel or escorted from the Hotel without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Hotel without any right to a refund. CCTV cameras are used to assist in the proper running of the Hotel. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Hotel by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Hotel.

Animals:

Pets or animals of any nature are expressly prohibited in the Hotel (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Hotel. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Hotel provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may request access to photographs taken and video footage captured by you. If they are deemed to be offensive to or infringe the privacy of other guests and/or staff Merlin will request that they are deleted. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Hotel. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Hotel, which may feature guests. Entry to the Hotel is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Payment:

When a booking reservation is made more than 30 days prior to the scheduled arrival date:
- Payment for online or telephone bookings must be made immediately in full by credit or debit card;

When a booking reservation is made less than 30 days prior to the scheduled arrival date, payment for both online bookings and telephone bookings must be made immediately in full by credit or debit card.

We will send to you a reservation confirmation within 7 days of your booking.

Please note that theme park tickets booked as part of your stay together with an arrival pack will not be issued until full payment has been received.

Any extras incurred during your stay, including dinner, will need to be settled by you on departure from the Hotel. If a credit or debit card has been provided on check in then any such amounts will be debited on departure.

VAT at the rate at the time of your visit is included in the price, although we reserve the right to amend prices if there is a change in VAT rates.

Credit and Debit Card Payments:

Credit and debit card payments will normally be authorised and charged to your account the same day as the booking or the next working day. No receipts will be sent. We require your credit or debit card details so that we can collect payment for your booking. We may retain these details in the event that we need to process any refunds or payment for any additional expenses incurred during your stay, including but not limited to restaurant visits, spa treatments, use of mini bar and any damages.

Other Payment Methods:

All cheques and postal orders must be sent by recorded delivery and shall be made payable to Chessington Hotel Ltd. All cheques and postal orders shall have the reservation written on the reverse and be accompanied by the signed payment form if relevant.

Amendments, Cancellations and Refunds:

If, for any reason, you would like to amend your booking after it has been confirmed, we will use all reasonable endeavours to assist you. The rate of an existing booking will not be reduced in the event that rates have changed. If you wish to amend your booking and you provide us with more than 7 days written notice prior to the scheduled arrival date, then no charge will be made. If you provide us with less than 7 days prior written notice, then the cancellation charges set out below will apply. If, for any reason, you have to cancel your stay you should contact the Hotel immediately on 0333 321 2001. You will be given a cancellation number which you should record. We will consider any reasons for cancellation sympathetically and, if requested by you, we will attempt to offer you a stay on an alternative date. Please note that any change of date may involve a change in the price of your stay and you will be required to pay any additional amounts immediately. Any refund due to you will be paid in accordance with the refunds policy set out below. You may transfer your booking into someone else’s name provided that we are advised of, and are in agreement with, the changes, for which there is no administration fee payable. Please be aware that a number of security questions will need to be answered in order to confirm the booking transfer.

If you choose not to accept a stay on an alternative date and wish to cancel your booking, or if you amend your booking with less than 7 days’ written notice prior to the scheduled arrival date, the following charges will apply:

- Between 7 days and 1 day before the scheduled arrival date: 50% of the total cost of your stay as stated on the reservation confirmation.
- Arrival date or no show: 100% of the total cost of your stay as stated on the reservation confirmation.

Where a refund is to be made by the Hotel, all payments made by credit or debit cards will be refunded via the same card number less an administration fee of £25. All other payments will be refunded by cheque made payable to the person named on the reservation confirmation.

Safari Hotel

*If your short breaks package includes your 2nd Day FREE your 2nd Day FREE is valid in the Theme Park only and must be used the day after your first day in the Park.

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Hotel Chessington Safari Hotel

Merlin/’Us’/’We’Chessington Hotel Limited (company no. 5686193). whose registered office address is at Link House, 25 West Street, Poole BH15 1LD;

All booking reservations at the Hotel are subject to the following Entry Conditions. If you do not comply with them you may be removed from the Hotel by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Hotel, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. Please note that entry to Chessington World of Adventures Resort theme park is subject to the theme park terms and conditions of entry.

General:

For health and safety reasons wheelchairs and mobility scooters are the only transport device permitted within the Hotel. You are not permitted to bring any food and/or drink into the Hotel and only food and/or drink purchased at the Hotel can be consumed whilst in the Hotel. Deliveries of any nature are not permitted at the Hotel.

Our commitment to provide a service:

Merlin will endeavour to ensure that as many facilities as possible are available for use by guests at the Hotel. Merlin reserves the right, without prior notice, to change the operating hours of such facilities. Any special requests with regard to rooms need to be made at the time of making your booking. Merlin shall use its reasonable endeavours to accommodate such requests, although these cannot be guaranteed. Some requests may incur extra charges which will be notified to you by Merlin. Merlin in its absolute discretion reserves the right to close the whole or any part of the Hotel and/or any facilities within the Hotel at any time or to restrict the number of persons staying at the Hotel. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Hotel is closed for any of the reasons set out above Merlin shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure. Merlin reserves the right to offer a substitute booking on an alternative date in substitution for any other form of redress. Merlin reserves the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Guest Services Manager within the Hotel. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Guest Services Manager and then you should write, no later than 21 days after your departure from the Hotel, to the Guest Services Manager. All letters must be sent by the lead booking name on the reservation, as replies will only be addressed to this person.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Hotel, ban from entry to the Hotel, or remove from the Hotel without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner whilst travelling to the Hotel whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace. Merlin reserves the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Hotel or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Hotel or has been found inside the Hotel without a valid booking reference. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Hotel without any right to a refund.

Booking Reservation:

THE HOTEL IS PRIVATE PROPERTY. All persons staying at the Hotel must have a valid booking reservation. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Hotel grounds. All booking reservations are non-transferable, not for resale and will become automatically void on any transfer for value except as provided in the cancellation policy set out below. Bookings are only valid on the date printed on the booking reservation. Bookings will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, the total cost of a booking is non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Bookings made online will be delivered in accordance with Merlin’s delivery procedure. If booking a stay on behalf of other guests, the person that books the stay accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. Should you make a booking with us on behalf of a third party you will be held jointly and severally responsible to us for the total cost of the services/products booked. No child or children under the age of 16 will be admitted to the Hotel unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Persons aged 16 and 17 years shall be admitted to the Hotel without being accompanied by an adult if they can produce a valid letter of consent from a parent or legal guardian. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

Merlin requires large groups of 15 guests or more, school/college parties to apply in writing, addressed for the attention of Contact Centre Manager before a booking can be made. We require school parties or organised groups/societies bringing a party of children to have at least 1 member of staff to every 10 children in order to stay at the Hotel. We also require a letter from the relevant head teacher or chair of governors confirming that members of staff supervising the children have undertaken valid disclosure checks undertaken through the Disclosure and Barring Service. We reserve the right, in our sole discretion, to refuse any booking, including a group booking.

Accommodation:

Bedroom accommodation at the Hotel is available from 3.00pm on the day of your arrival and must be vacated by 10.00am on the day of departure unless otherwise stated on the booking confirmation. The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Hotel. If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk. Where more than one room is booked, guest rooming lists must be received at least seven days prior to your scheduled arrival date. Merlin reserves the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay or for any items that are missing when you leave.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Hotel. Smoking (including of e-cigarettes) is strictly prohibited inside the Hotel and any guest seen smoking inside the Hotel shall receive a fine. Please conduct yourself appropriately at all times and comply with Merlin’s procedures and/or requests with regard to conduct and respect for Merlin’s property, its employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Hotel or cause offence to other guests. Merlin reserves the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in Merlin’s reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund.

Your dress & appearance must be suitable for a family hotel:

You must wear appropriate clothing (including a top and shoes) at all times whilst inside the Hotel. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Hotel.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are permitted at the Hotel for the duration of your stay. No vehicles, including motor homes and caravans, are permitted to remain at the Hotel beyond the duration of your stay.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Hotel, you are admitted to the Hotel subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Hotel any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Hotel without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Hotel. Accordingly, intoxicating liquor may not be taken into the Hotel and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Hotel or escorted from the Hotel without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Hotel without any right to a refund. CCTV cameras are used to assist in the proper running of the Hotel. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Hotel by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Hotel.

Animals:

Pets or animals of any nature are expressly prohibited in the Hotel (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Hotel. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Hotel provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may request access to photographs taken and video footage captured by you.  If they are deemed to be offensive to or infringe the privacy of other guests and/or staff Merlin will request that they are deleted. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Hotel. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Hotel, which may feature guests. Entry to the Hotel is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Payment:

When a booking reservation is made more than 30 days prior to the scheduled arrival date:
- Payment for online or telephone bookings must be made immediately in full by credit or debit card

When a booking reservation is made less than 30 days prior to the scheduled arrival date, payment for both online bookings and telephone bookings must be made immediately in full by credit or debit card.

We will send to you a reservation confirmation within 7 days of your booking.

Please note that theme park tickets booked as part of your stay together with an arrival pack will not be issued until full payment has been received.

Any extras incurred during your stay, including dinner, will need to be settled by you on departure from the Hotel. If a credit or debit card has been provided on check in then any such amounts will be debited on departure.

VAT at the rate at the time of your visit is included in the price, although we reserve the right to amend prices if there is a change in VAT rates.

Credit and Debit Card Payments:

Credit and debit card payments will normally be authorised and charged to your account the same day as the booking or the next working day. No receipts will be sent. We require your credit or debit card details so that we can collect payment for your booking. We may retain these details in the event that we need to process any refunds or payment for any additional expenses incurred during your stay, including but not limited to restaurant visits, spa treatments, use of mini bar and any damages.

Other Payment Methods:

All cheques and postal orders must be sent by recorded delivery and shall be made payable to Chessington Hotel Ltd. All cheques and postal orders shall have the reservation written on the reverse and be accompanied by the signed payment form if relevant.

Amendments, Cancellations and Refunds:

If, for any reason, you would like to amend your booking after it has been confirmed, we will use all reasonable endeavours to assist you. The rate of an existing booking will not be reduced in the event that rates have changed. If you wish to amend your booking and you provide us with more than 7 days written notice prior to the scheduled arrival date, then no charge will be made. If you provide us with less than 7 days prior written notice, then the cancellation charges set out below will apply. If, for any reason, you have to cancel your stay you should contact the Hotel immediately on 0333 321 2001. You will be given a cancellation number which you should record. We will consider any reasons for cancellation sympathetically and, if requested by you, we will attempt to offer you a stay on an alternative date. Please note that any change of date may involve a change in the price of your stay and you will be required to pay any additional amounts immediately. Any refund due to you will be paid in accordance with the refunds policy set out below. You may transfer your booking into someone else’s name provided that we are advised of, and are in agreement with, the changes, for which there is no administration fee payable. Please be aware that a number of security questions will need to be answered in order to confirm the booking transfer.

If you choose not to accept a stay on an alternative date and wish to cancel your booking, or if you amend your booking with less than 7 days’ written notice prior to the scheduled arrival date, the following charges will apply:

- Between 7 days and 1 day before the scheduled arrival date: 50% of the total cost of your stay as stated on the reservation confirmation.
- Arrival date or no show: 100% of the total cost of your stay as stated on the reservation confirmation.

Where a refund is to be made by the Hotel, all payments made by credit or debit cards will be refunded via the same card number less an administration fee of £25. All other payments will be refunded by cheque made payable to the person named on the reservation confirmation.

Food Orders on Chessington World of Adventures Resort Mobile App

PLEASE NOTE, IF YOU HAVE ANY ALLERGEN REQUESTS PLEASE ORDER AT THE RESTAURANT

These Terms and Conditions (the "Terms") set out the terms on which Vampire's Burger Kitchen, which is part of Merlin Attractions Operations Limited (which also owns this mobile application), a company incorporated in England and Wales under company number 06272935, whose registered office is Link House, 25 West Street, Poole, Dorset BH15 1LD and is located within Chessington World of Adventure Resort at Leatherhead Road, Chessington, Surrey, KT9 2NE (VAT No. 723 6878 07])("Restaurant", "we" or "us"), sell food and beverages that it serves at its premises ("Food") to you via this mobile application.

By placing an order of Food on this mobile application ("site"), you agree to be bound by these Terms, which apply to you and the Restaurant. Please read these Terms carefully before placing any order on this site.

Please refer to our privacy policy for how we collect and user your personal information.

1.              Terms of sale

1.1           You must be 18 years of age or older to place any order on this site.

1.2           On this site, you can place an order for the Food you wish to purchase and collect from the Restaurant in person by providing your details and paying for the Food via the payment page which you are taken to during the order process. [To do so, you must have your account opened on this site [by following the relevant instructions on the site] and be logged into your account when placing your order.] The means of payment that you can use to purchase any Food on this site are shown to you on this site during the order process.   

1.3           Prices on this site are inclusive of VAT unless VAT is shown separately in the breakdown of the payment due when you place your order.

1.4           Any discount (if any) that may apply to your purchase must be claimed before you make your payment by providing the relevant discount code during the order process and your valid original Standard Merlin Annual Pass or Premium Merlin Annual Pass card must be presented when you collect your order at the Restaurant. If you use the discount code during your purchase but fail to present your valid original membership card at the Restaurant, you are not entitled to the discount and must pay to the Restaurant the amount that was reduced from the price of the Food at the time of purchase by way of a discount in order to collect your Food.

1.5           You will also be able to indicate the time at which you wish to collect your Food from the Restaurant during the order process ("Collection Time"). Collection Time is an estimate and, whilst the Restaurant will make reasonable efforts to have the Food ready for you to collect at the time chosen during the order process, you may need to wait at the Restaurant to collect your Food (for example in the queue that may exist at the relevant time). You must arrive at the Restaurant by the Collection Time and collect your Food from the Restaurant. If Food is not collected within 10 mins of the Collection Time, it will be discarded and product will need to be made again when you collect.

1.6           Sale of Food is subject to availability which changes from time to time. Whilst we make every effort to ensure that only the Food that can be collected from the Restaurant at the Collection Time will be shown on this site as the item that can be ordered for purchase, the Restaurant may not be able to provide what you have ordered or there may be delays in the Food supplied for collection due to things which are outside the Restaurant's control. If the Restaurant cannot make the Food you ordered available for collection at the Restaurant, the Restaurant will let you know [at the time of collection] and give you a full refund for such item using the same payment method that you used when placing your order. 

1.7           For information on ingredients and in relation to food allergies, please refer to information provided on the App.  Please speak to a member of staff about the ingredients in your meal before ordering.

1.8           Once you have placed your order on this site, you do not have the right to cancel or vary your order. If you wish to cancel or vary your order, and request this at the Restaurant in person,  the Restaurant has discretion in agreeing to your request and may agree to your request. However, the Restaurant does not have any obligation to accommodate your request and has no obligation to give a refund or offer an alternative product in place of the Food you have ordered on this site.

1.9           The contract for sale of Food by the Restaurant to you is concluded between you and the Restaurant when we send you an email confirming your order. Please keep this email confirmation as your receipt and present it when you collect your Food at the Restaurant.

1.10         The Restaurant is under a legal duty to supply Food that is in conformity with this contract.

1.11         The Restaurant only supplies the Food for private use. You must not place an order for any commercial, business or resale purposes.

1.12         If the Restaurant fails to comply with these Terms and/or contract between you and the Restaurant, we will not be responsible for losses that were not foreseeable to both you and us when this contract is made, losses which were not caused by any breach on our part or business losses or losses to non-consumers.  Nothing in these Terms however do not exclude or limit our liability for death, personal injury arising from our negligence or our fraud.

2.              Governing law and jurisdiction

This contract and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with English law.

Any dispute or claim arising out of or in connection with this contract, its subject matter or formation shall be subject to the non-exclusive jurisdiction of the English courts.

3.              Contact us

For any queries in relation to the sale of Food on this site (other than the cancellation or variation of your order to which clause 1.8 above applies), please contact us at Feedback@chessington.co.uk.

Groups & Schools Tickets

1. Group rates are available to all organised groups who pay in advance with a minimum of 10 paying guests. No minimum group size is required for school rates or individual rates.
2. Pre-payment rates are available for bookings that are received with full payment at least 10 working days prior to the proposed visit by cheque or 2 working days in advance by credit card. Tickets must be booked for a specific date at least 5 days in advance for you to receive them by post. If your visit is within the 5 days, then your tickets will be held for you to collect at the Advance Ticket Collection Office at the entrance.
3. Once payment has been received any additional prepaid group tickets will be charged at the original rate.
4. In view of the discount given on advance purchased tickets, we regret that cash refunds cannot be offered in the event of cancellations or no shows.
5. Approved account customers should refer to the terms and conditions that apply to their account facility.
6. To qualify for the school rates proof of school status must be given, school headed paper must be shown and payment should be paid by school cheque.

WEBSITE ACCEPTABLE USE

This acceptable use policy sets out the terms between you and us under which you may access our website www.chessington.com (our site). This acceptable use policy applies to all users of, and visitors to, our site.

Your use of our site means that you accept, and agree to abide by, all the policies in this acceptable use policy, which supplement our terms of website use.

www.chessington.com is a site operated by Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at Link House, 25 West Street, Poole, Dorset, BH15 1LD.

PROHIBITED USES

You may use our site only for lawful purposes. You may not use our site:

• In any way that breaches any applicable local, national or international law or regulation.
• In any way that is unlawful or fraudulent, or has any unlawful or fraudulent purpose or effect.
• For the purpose of harming or attempting to harm minors in any way.
• To send, knowingly receive, upload, download, use or re-use any material which does not comply with our content standards set out below.
• To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material or any other form of similar solicitation (spam).
• To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.

You also agree:

• Not to reproduce, duplicate, copy or re-sell any part of our site in contravention of the provisions of our terms of website use.
• Not to access without authority, interfere with, damage or disrupt:
• any part of our site;
• any equipment or network on which our site is stored;
• any software used in the provision of our site; or
• any equipment or network or software owned or used by any third party.

INTERACTIVE SERVICES

We may from time to time provide interactive services on our site, including, without limitation:

• Chat rooms.
• Bulletin boards.
• Photo/video galleries.
• Social media feeds.
• Customer service chat facilities.

Where we do provide any interactive service, we will provide clear information to you about the kind of service offered, if it is moderated and what form of moderation is used (including whether it is human or technical).

We will do our best to assess any possible risks for users (and in particular, for children) from third parties when they use any interactive service provided on our site, and we will decide in each case whether it is appropriate to use moderation of the relevant service (including what kind of moderation to use) in the light of those risks. However, we are under no obligation to oversee, monitor or moderate any interactive service we provide on our site, and we expressly exclude our liability for any loss or damage arising from the use of any interactive service by a user in contravention of our content standards, whether the service is moderated or not.

The use of any of our interactive services by a minor is subject to the consent of their parent or guardian. We advise parents who permit their children to use an interactive service that it is important that they communicate with their children about their safety online, as moderation is not foolproof. Minors who are using any interactive service should be made aware of the potential risks to them.

Where we do moderate an interactive service, we will normally provide you with a means of contacting the moderator, should a concern or difficulty arise.

CONTENT STANDARDS

These content standards apply to any and all material which you contribute to our site (contributions), and to any interactive services associated with it. You must comply with the spirit of the following standards as well as the letter. The standards apply to each part of any contribution as well as to its whole.

Contributions must:

• Be accurate (where they state facts).
• Be genuinely held (where they state opinions).
• Comply with applicable law in the UK and in any country from which they are posted.

Contributions must not:

• Contain any material which is defamatory of any person.
• Contain any material which is obscene, offensive, hateful or inflammatory.
• Promote sexually explicit material.
• Promote violence.
• Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
• Infringe any copyright, database right or trade mark of any other person.
• Be likely to deceive any person.
• Be made in breach of any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
• Promote any illegal activity.
• Be threatening, abuse or invade another's privacy, or cause annoyance, inconvenience or needless anxiety.
• Be likely to harass, upset, embarrass, alarm or annoy any other person.
• Be used to impersonate any person, or to misrepresent your identity or affiliation with any person.
• Give the impression that they emanate from us, if this is not the case.
• Advocate, promote or assist any unlawful act such as (by way of example only) copyright infringement or computer misuse.

SUSPENSION AND TERMINATION

We will determine, in our discretion, whether there has been a breach of this acceptable use policy through your use of our site. When a breach of this policy has occurred, we may take such action as we deem appropriate.

Failure to comply with this acceptable use policy constitutes a material breach of the terms of use upon which you are permitted to use our site, and may result in our taking all or any of the following actions:

• Immediate, temporary or permanent withdrawal of your right to use our site.
• Immediate, temporary or permanent removal of any posting or material uploaded by you to our site.
• Issue of a warning to you.
• Legal proceedings against you for reimbursement of all costs on an indemnity basis (including, but not limited to, reasonable administrative and legal costs) resulting from the breach.
• Further legal action against you.
• Disclosure of such information to law enforcement authorities as we reasonably feel is necessary.

We exclude liability for actions taken in response to breaches of this acceptable use policy. The responses described in this policy are not limited, and we may take any other action we reasonably deem appropriate.

CHANGES TO THE ACCEPTABLE USE POLICY

We may revise this acceptable use policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you. Some of the provisions contained in this acceptable use policy may also be superseded by provisions or notices published elsewhere on our site.

Claims Notification Enquiries

The UK Employers Liability Insurance Policy and the Global Public Liability Insurance Policy are both held with Chubb European Group Limited under Policy Number UKCANC33447. 

Claims are administered by Sedgwick and should be submitted via the claims portal.  The portal ID is D00029. 

If you do not have access to the claims portal, claims should be submitted to Merlin@uk.sedgwick.com

VIP Experiences