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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. 

Merlin does not knowingly allow anyone to visit its Attractions or hold a Merlin Pass who is a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to the Sexual Risk Order, Child Abduction Notice or any other restrictions or requirements that protects the safety and welfare of children.

Merlin reserves the right to refuse admission to any of its Attractions ban entry from the Attraction or remove from the Attraction without any right to a refund, any person [and any other members of their party] whose behaviour or presence may affect the enjoyment and/or safety of other guests or staff, or who may otherwise undermine Merlin’s commitment to safeguarding children and young people. For these purposes “Attractions” shall be deemed to include all and any resorts or attractions operated by Merlin either currently or at any point in the future.

 

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.

Chessington Holidays Terms and Conditions

We want to offer you the best products and the best service. We aim to consistently exceed your expectations, so that when you are booking with us, you can feel confident you're with the best team there is. This section aims to bring important points to your attention.

Terms and Conditions of stay: Merlin places great importance on the safety of its Theme Park and Hotel/Glamping 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. Entry Conditions apply to all guests of Chessington World of Adventures Resort. Please ensure you read the full terms.

These booking conditions form the basis of your contract with Holiday Extras Shortbreaks Limited. The web site address www.chessingtonholidays.co.uk is used by Holiday Extras Shortbreaks Limited for the promotion of hotels with Chessington entrance tickets.

Once your hotel package for Chessington has been confirmed we will accept responsibility for it in accordance with the following Booking Conditions as an organiser under the Package Travel and Linked Travel Arrangements 2018.

Redeeming your voucher:
If your new booking is more expensive than your voucher value you will need to pay any additional costs in full at time of booking.
Your voucher can be used as part payment towards any break, accommodation and room type, subject to availability.

Vouchers issued on or before 15th August 2021:

Your voucher can be redeemed online for any stays currently on sale, your voucher must be redeemed by 30th June 2022 and is non-refundable.
Once you've made a booking, any remaining balance will stay on your voucher for you to redeem on a future booking before 30th June 2022 for any stays on sale.

Vouchers issued on or after 16th August 2021:

Your voucher must be redeemed within 6 months of issue date and will be non-refundable. (Your stay date does not have to be within the 6 month period).
Any remaining balance left on the voucher will expire after 6 months of the voucher being issued.

Booking Terms and Conditions
1. Making your booking: The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made.

2. All bookings must be made online via the website www.chessingtonholidays.co.uk or via our Guest Experience Team. At the end of the booking process, you are asked to confirm that you have read and agree with our Booking Conditions. Your booking will be confirmed by a booking reference, we will reconfirm this to you and provide you confirmation by email.

For bookings we will email you a voucher which will serve as proof of payment for both the hotel and Chessington. You will need to exchange this confirmation email at the Advance Sales Office/Window, located at the main entrance at Chessington to receive your entrance tickets, please take the confirmation email with you.

Please check your Booking Confirmation carefully as soon as you receive it. Contact us immediately if any information on the confirmation appears to be incorrect or incomplete as it may not be possible to make changes later.

3. Payment: Full payment is required at the time of booking.

4. Your contract: 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.

5. The cost of your break: Holiday Extras is committed to providing the highest standards and the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up. The price of your chosen package will be confirmed at the time of booking.

We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.

A total price of your chosen break will be given before you confirm your booking which you may accept or not.

All prices are for pre-booking and include VAT at the current rate of 20%.

6. Changes by you:

Bookings with Cancellation Protection:

If you have added our cancellation protection to your booking you can change your stay date up to 36 hours before your arrival date.

Bookings without Cancellation Protection:

If your bookings is not covered with our cancellation protection you can change your stay date up to 7 days before your arrival date.

Additional Information:

If you choose to change your stay date to a different date and should your new break be more expensive, you will need to pay any additional amounts at the time of booking. Where the new Short Break is cheaper than your existing booking, we will refund the difference. All amounts will be either taken/refunded to the original payment method. Any refunds which are due can take up to 14 working days to be refunded.

Certain packages & promotional offers may be non-amendable, therefore, will be exempt from our standard terms and conditions. Any non-amendable packages will be highlighted on the event or promotion page and Help Centre.

All other changes to your booking, including lead name, personal details, ticket entry date, and carer ticket refunds can be changed or requested up to 36 hours before your arrival date. You can request these changes through Manage My Booking.

Whilst we will do everything we can to help, we cannot guarantee to meet any such requests. Please be aware some changes may incur an additional charge. All changes to your booking must be made through Chessington Holidays at Holiday Extras.


7. Cancellation by you: Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras and are subject to the conditions and charges (based on the total booking cost) below.

Cancellation within 36 hours of your reservation
100% of total booking value

Cancellation between 36 hours - 3 days before arrival date
75% of total booking value

Cancellation between 4 - 14 days before arrival date
50% of total booking value

Cancellation more than 14 days before arrival date
25% of total booking value

Cancellation on date of booking (before 5pm Monday - Sunday including bank holidays)
0% of total booking value (unless your stay date is within 36 hours of booking, then 100% cancellation fees apply).

Cancellation protection: If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason.

Provided you cancel your booking at least 36 hours before the date of your stay or park entry (whichever is the sooner), then you will receive a full refund of your booking cost, minus the cancellation charge and any surcharges. Please note that if you cancel your stay within this 36 hour period, you will be charged the full cost of your booking.

Please note: The cancellation charges of specific packages or special event packages may vary. In this case, please see events pages for further details.

8. Changes and cancellation by us: Occasionally, we have to make changes to and correct errors on web sites/brochures and other details both before and after bookings have been confirmed and cancel confirmed bookings and we must reserve the right to do so.

Occasionally, we have to make a significant change. Significant changes include the following changes when made before departure:- a change of accommodation to that of a lower official classification or standard- a change of accommodation area

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:(a) accepting the changed arrangements or(b) purchasing an alternative Theme park break from us, of a similar standard to that originally booked if available. If the chosen alternative is less expensive than your original one, we will refund the difference.(c) cancelling or accepting the cancellation in which case you will receive a refund minus the cost of any Cancellation Protection. Please note, the above options are not available where any change made is a minor one.

Please note the cancellation notice period may be impacted by a change in opening times during the festive season. Please allow for this change in opening times when calculating your minimum 36 hours notice of cancellation. The notice period excludes 25th December, this will not be reflected on your confirmation for Winter Breaks. Please see our Help Centre page to check our Guest Experience opening hours.

9. Force Majeure: Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 9 (1) below) as a result of "force majeure".

In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

10. Our Liability to you (1) We promise to make sure that all parts of the break we have agreed to arrange, perform or provide as part of our contract with you are arranged, performed or provided with reasonable skill and care. We will accept responsibility if any death, personal injury, failure or deficiency of your arrangements is caused by any fault of ours, or our agents or suppliers. When we talk about 'fault' above, this means failure by ourselves or our agents or suppliers (as applicable) to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.

(2) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following: - the fault of the person(s) affected or any member(s) of their party or - the fault of a third party not connected with the provision of your break which we could not have predicted or avoided or - an event or circumstance which we or the supplier of the service(s) in question could not have predicted or avoided even after taking all reasonable care (see clause 8) - the fault of anyone who is not carrying out work for us (generally or in particular) at the time.

In addition, we will not be responsible where you do not enjoy your break or suffer any problems because of a reason you did not tell us about when you booked your break or where any problems you suffer did not result from any breach of our contract or other fault of ourselves or, if you have booked a package from us and we were responsible for them, our suppliers or agents or where any losses, expenses, costs or other sum you have suffered relate to any business.

We cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them.

(3) The promises we make to you about the services we have agreed to provide or arrange as part of our contract - and the laws and regulations of the country in which your claim or complaint occurred if not the UK - will be used as the basis for deciding whether the services in question had been properly provided. If the particular services which gave rise to the claim or complaint complied with local laws and regulations applicable to those services at the time, the services will be treated as having been properly provided. This will be the case even if the services did not comply with the laws and regulations of the UK which would have applied had those services been provided in the UK.

Where any claim or part of a claim concerns or is based on any travel arrangements (including the process of getting on and off the transport concerned) provided by any rail carrier or any stay in a hotel, the maximum amount of compensation we will have to pay you will be limited. The most we will have to pay you for that claim or that part of a claim if we are found liable to you on any basis is the most the carrier or hotel keeper concerned would have to pay under the international convention which applies to the travel arrangements or hotel stay in question. Please note: Where a carrier or hotel would not be obliged to make any payment to you under the applicable International Convention or Regulation in respect of a claim or part of a claim, we similarly are not obliged to make a payment to you for that claim or part of the claim. When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 10 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

11. Complaints and problems: In the unlikely event that you experience a problem whilst on your Short Break and need to raise a complaint please follow the below steps:
When you are on your Short Break: if a problem or complaint arises whilst you're on your Short Break, please inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible.
Please note: We will not accept responsibility for any matter that you are aware of and do not bring to the attention of the hotel or Park during your break, thereby giving them an opportunity to rectify the issue.
If you remain dissatisfied, you must write to our Guest Support Team by visiting our Help Centre within 28 days of the end of the break you have purchased from us giving your booking reference and full details of your complaint.
For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.

12. Your Responsibilities: Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfil the physical demands of a theme park break.

13. Conditions of suppliers: Many of the services which make up your break are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions (see clause 9 (3)). Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

14. Special requests and medical problems: If you have any special request, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.

15. If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details. Please note: Any guests with broken limbs or in a cast will not be permitted on any rides. We strongly advise you amend your booking to an alternative day.

16. Financial security: For hotel packages with Theme park entrance tickets, we operate a trust account. This arrangement means your money will be refunded in the unlikely event of our being unable to provide your break due to our insolvency.

17. Call Monitoring and Recording: As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.

18. Directions: Please make sure you have directions to your hotel and the hotel's telephone number. Basic directions are provided on your email voucher. Directions should be used in conjunction with an up to date road map.

19. Overnight parking: Parking for the night of your stay at the hotel is included in the price, unless otherwise stated. Parking is always at the vehicle owners risk. Hotels own car parks are unsecured unless otherwise stated.

20. Holiday Extras star ratings: All hotel star ratings in Holiday Extras literature are Holiday Extras own ratings and are based on the following: - Any official rating awarded to the hotel, for example: AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Holiday Extras stars. - If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators. In both of the above cases, when giving our rating we also consider: - Feedback we have received from our guests. - Feedback from our own regular visits to the hotels, both on business & as guests.

21. Standard rooms: All rooms offer a private bathroom with shower and in some cases a bath (unless other wise stated).

22. Breakfast: Not included unless otherwise stated. If included, please check the earliest time it is available.

23. Leisure facilities: May be charged for and admission restricted for children.

24. Alarm calls: As hotels do not take responsibility for alarm calls we suggest you take a travel alarm.

25. Pre-authorisation at hotel: Please be aware that most hotels will ask you for a credit or debit card against which they can pre-authorise an amount in respect of any extras or other expenses charged to the room. The amount pre-authorised is at the discretion of the hotel and varies widely. In the event that any charges are payable you will be free to pay for these either with the pre-authorised card or by any other acceptable means.

26. Current tickets:

The standard short break package offering is a 1-day ticket entry into the park where stated. Your park entry day is the date displayed on your ticket. For guests with 2-day tickets, your 1st entry day is the date displayed on your ticket and your 2nd entry day will be the following day.

Please note that School Holiday dates may vary across the country and only certain activities are available at the Chessington Resort during School Holiday dates.

All prices and offers are on selected dates only. All prices are subject to change and availability

Kids Go Free tickets: One child goes free for every full paying adult to the park.

All information and prices are correct at time of going to press and are subject to change without warning.

Merlin's Park
Organisers/carers are relied upon to consider the suitability of the venue and to provide adequate supervision for their clients.
Guests are admitted to the attraction subject to the regulations that are displayed at the main entrance.

All prices on all days are subject to change without prior notice.

Whilst the attractions will endeavour to open as many rides and attractions as possible, we reserve the right to alter or change the programme of rides and attractions if necessary.

Holiday Extras Shortbreaks Limited
Newingreen
Hythe
Kent
CT21 4JF
Alternatively please see our Help Centre for more information.

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

  • Theme Park and Zoo Entry is not included with Animal Experiences, with the exception of The Big 3 and Keeper for a Day experiences which included entry.
  • Annual Pass and hotel/glamping discounts cannot be used in conjunction with any other offer. Any additional guests without a valid ticket will not be permitted on the experience.
  • It is the Guests responsibility to book the correct tickets with the correct discount. We are unable to refund or partially refund tickets
  • All animal are subject to availability and we reserve the right to cancel, change or rebook experience with no prior warning.
  • Tickets are non-transferable and non-refundable.
  • Pregnant women are not permitted on any of our VIP Experiences.
  • All guests must wash their hands after coming into contact with any animal area. Guests are advised against touching their lips, eyes or face whilst in these areas.
  • All cuts, abrasions or bites which occur during your visit, no matter how small must be treated and covered immediately and will require medical attention and a log of the incident placed in the company’s accident book.
  • If at any point during your experience, you feel uncomfortable or begin to feel unwell, please inform a member of staff immediately.
  • Any instructions that are given by your guide or by a keeper must be carried out implicity, bearing in mind that ALL animals can be potentially dangerous. We reserve the right to exclude any participants from the experience who do not follow these instructions.
  • Chessington World of Adventures Resort accepts no responsibility for any loss and/or damage however arising whilst on our premises.
  • Zoo keeping can be a hazardous occupation. Chessington World of Adventures Resort will endeavour to ensure that you are not exposed to any unnecessarily risks during your time with us but we will not be held liable for any injury caused by any elements of your experience. Animals can never be guaranteed to behave in a predictable manner. It is the responsibility of the guest to highlight any part of the experience that they feel will be too uncomfortable or difficult for them to undertake.
  • CWOA requires VIP guests to reach us at least 15 minutes in advance of their experience start time. We reserve the right to cancel your experience with no refund if you arrive more than 10 minutes after your pre-booked time. Once a tour/experience has begun it will be the discretion of the CWOA team/Keepers/Tour guides to determine if it possible to join a shared experience once it has begun.
  • CWOA reserves the right to alter the itinerary on any given day to due to animal welfare, health issues or access restriction, but will ensure that where possible notice is given and that an alternative experience will be offered.
  • Each Animal experience/tour carries a minimum age for a reason; please adhere to this when booking otherwise it may result in our Team/Keepers/Tour guides turning you away on the day. There will be no refunds offered if you do not adhere to age restrictions.
  • Due to the nature of some of our VIP experiences, some of our animal encounters may not be suitable for those with mobility problems; expectant mothers are not permitted on any of our Animal Experiences. If you believe this may affect you please contact our VIP team before booking to discuss your individual needs.
  • All VIP experiences are non-transferable and non-refundable; in the event we have to cancel your experience a suitable alternative will be arranged.
  • During a period of promotions on experiences, no additional discount will be offered to Annual Pass holders or Hotel guests.

Merlin Entertainments Holidays Limited: Package Booking Terms and Conditions for Chessington World of Adventures Resort Short Break Bookings

This document (referred to as the "Package Booking Terms") and your booking confirmation together set out the terms applicable to the Package you book with us. By booking a Package with Merlin, you must agree to these Package Booking Terms.

Glossary:

ABTA” means the Association of British Travel Agents, a trade association for UK travel agents, tour operators and the wider travel industry.

“Chessington World of Adventures Resort” means the theme park and resort complex located at Leatherhead Road, Chessington, Surrey, KT9 2NE

“Chessington World of Adventures Resort Short Break” means the sale of accommodation and/or theme park tickets and/or other services for the Chessington World of Adventures Resort.

“Chessington World of Adventures Resort Tickets” means entry tickets to the Theme Park and additional services that require proof of purchase to gain access, provided by Chessington World of Adventures Resort.

Attraction” means Chessington World of Adventures Theme Park, Zoo & Sealife.

Cancellation Protection” means the service purchased by you in order to obtain more flexible cancellation terms.

“Merlin” means Merlin Entertainments Holidays Limited (a limited company incorporated and registered in the United Kingdom with company number 06287489, having its registered office at Link House, 25 West Street, Poole, Dorset, England, BH15 1LD).

“Merlin Annual Pass” means an annual purchase that provides multiple entries to multiple Merlin Attractions.

“Package” shall be construed as defined in the Package Travel Regulations (Regulation 2(5)); in these Package Booking Terms the term describes when, during a single booking process, you have bought from us an accommodation and tourist service package together for the same trip (and paid for them together).

“Package Booking Terms” means these package booking terms setting out the special terms that apply when you purchase a Package from Merlin.

“Package Travel Regulations” means The Package Travel and Linked Travel Arrangements Regulations 2018.

Partner Hotels” means external accommodation providers, where the accommodation is not located at the resort complex at Leatherhead Road, Chessington, Surrey, KT9 2NE

Services” means the services bought and resold to you by Merlin.

Service Provider(s)” means the supplier providing Merlin with the services bought by you.

Unavoidable and Extraordinary Circumstances” means a situation beyond the control of the party who seeks to rely on such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken.  Examples include:

  1. warfare and other serious security problems such as terrorism;
  2. significant risks to human health such as the outbreak of a serious disease at the travel destination; or
  3. natural disasters such as floods, earthquakes or extreme weather conditions where such unavoidable and extraordinary circumstances make it impossible to travel safely to the destination.

“we”, “our” or “us” means Merlin.

“you” means the lead booker and all persons under the booking entering into these Package Booking Terms with us.

1  Important legal terms applicable to your Package

  • Please review these Package Booking Terms carefully. These Package Booking Terms, along with your booking confirmation and all other information on our website, set out the terms and conditions of the contract between you and Merlin. If you have booked a “Package” with us, we will inform you of this in your booking confirmation.

Merlin sells Chessington World of Adventures Resort Short Breaks on behalf of Chessington World of Adventures Limited trading as Chessington World of Adventures Resort. The booking journey website address can be found at https://www.chessington.com/bookings and is used by Merlin to sell Packages which include accommodation and Chessington World of Adventures Resort Tickets. Once your Package booking for Chessington World of Adventures Resort has been confirmed by us, we will accept responsibility for it in accordance with the following Package Booking Terms as an organiser under the Package Travel Regulations.

  • If you purchase a Package with us, you will benefit from all the rights applying to Packages under the Package Travel Regulations. We will be responsible for the proper performance of the Package as a whole.
  • Note you will not always benefit from “Package” protection when you book accommodation from us. Instead, the combination of Services you purchase may be classified as a “Linked Travel Arrangement” (“LTA”). If you have bought a Linked Travel Arrangement, we will tell you. Please note LTAs offer you less legal and financial protection than Packages. When you buy a LTA from us we will let you know what legal and financial protection comes with it at the time of purchase.

2  Making your booking

  • All bookings for Packages are subject to availability at the time of booking. We will inform you as soon as possible after you place a booking if, for any reason, the Package you have sought to book with us is no longer available. A Package booking will only come into existence between us when you have paid the price payable on booking and we have issued our booking confirmation to you.
  • If you have any special requests relating to your Package you must let us know during the booking process. We will try to accommodate reasonable special requests but we cannot guarantee that such requests will be met.
  • If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the Package is suitable for you.
  • The party leader must be authorised to make the booking based on these Package Booking Terms by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 years of age when the booking is made. Please be advised that one guest per room must be 18 years old or over.
  • All bookings must be made online via the website: https://www.chessington.com/ or via our Customer Experience Team. Your booking will be confirmed by a booking reference and confirmation email.
  • You will receive a further email containing all of your vouchers & tickets included in your booking. Please ensure you have downloaded or printed your tickets as these are required to gain access to Chessington World of Adventures Resort.
  • Please check your booking confirmation carefully as soon as you receive it. Contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later.

3  Payment

  • Full payment of the cost of your Package is required at the time of booking.
  • Please note: Merlin uses the merchant ID “Merlin Entertainments Holidays” and this will appear on your bank account statement once you have made your booking and payment has been taken from your account.

4  Your Package contract

  • A binding contract between you and Merlin is created when we provide you with your booking reference via a booking confirmation email. The Laws of England & Wales shall apply to the interpretation of these Package Booking Terms and any disputes arising from your booking. The Courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from or related to these Package Booking Terms, so, for example, if you live in Scotland or Northern Ireland, you may bring a claim in the courts of the country you live in.
  • In the event that any section of these Package Booking Terms is held to be illegal or non-binding, the remainder of these Package Booking Terms will continue to apply. Even if you or we delay in enforcing any of these Package Booking Terms, the applicable section can still be enforced at a later date.

No other person has any rights under these Package Booking Terms – these are between you and Merlin.

5  Identity verification search

  • We will validate the name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these Package Booking Terms, you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be handled in accordance with our privacy policy https://www.chessington.com/legal/privacy-policy/.

6  The cost of your break

  • Merlin is committed to providing the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers, and, in some circumstances, prices may go up or down. The price of your Package will be confirmed at the time of booking.
  • We reserve the right to correct errors in advertised prices. We will do so as soon as we become aware of the error.
  • All prices are for pre-booking and include all taxes and charges.

7  Changes by you

  • Bookings with Cancellation Protection:
  • If you have added our cancellation protection to your booking, you can change your stay date up to 3 days before your arrival date.
  • Bookings without Cancellation Protection:
  • If your booking is not covered with our Cancellation Protection, you can change your stay date up to 7 days before your arrival date.
  • Additional Information:
  • If you choose to change your stay date to a different date and should the new booking be more expensive, you will need to pay any additional amounts at the time of booking. Where the new booking is cheaper than your existing booking, we will refund the difference. All amounts will be either taken/refunded to the original payment method. Any refunds which are due can take up to 14 working days to be refunded. Certain products and promotional offers may be non-amendable, therefore, will be exempt from our standard terms and conditions. Any non-amendable Packages will be highlighted on the event or promotion page and Help Centre.
  • All other changes to your booking, including lead name, personal details, ticket entry date, and carer ticket refunds can be changed or requested up to 3 days before your arrival date. You can request these changes by telephone on 0330 2368860. We do not have a legal obligation to make such changes, but we may, at our sole discretion try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability of accommodation. Please be aware some changes may incur an additional charge.

8  Transfer of the Package Travel Contract to another Traveller

You may transfer the Package booking once it is concluded to a person who satisfies all of the conditions to the Package.  You must give us reasonable notice of the transfer and we will inform you of any additional fees, charges or other costs arising from the transfer of the Package travel contract.

9  Cancellation by you

  • Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Merlin and are subject to the conditions and charges (based on the total booking cost) below.
  • You will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as we may have incurred costs in relation to your booking. For those who have not added cancellation protection, our cancellation charges are as follows:
  • Cancellation on arrival date, or non-arrival date:
  • 100% of total booking value.
  • Cancellation within 36 hours – 3 days before arrival date:
  • 75% of total booking value.
  • Cancellation within 4 – 14 days before arrival date:
  • 50% of total booking value.
  • Cancellation more than 14 days before arrival date:
  • 25% of total booking value.
  • Cancellation within 24 hours of receipt of booking confirmation:
  • 0% of total booking value.
  • In addition to the cancellation rights set out above, you will have the right to cancel your booking before the start of the Package without paying any cancellation charge in the event of Unavoidable and Extraordinary Circumstances occurring at the place of destination or in its immediate vicinity (and we have confirmed that such circumstances will significantly affect your trip or that they will significantly affect the carriage of passengers to the destination). If you cancel in these circumstances, we will give a full refund of any payments made in relation to the booking but you will not be entitled to any sort of compensation for damages for the cancelled trip. This can be made by way of vouchers towards a future stay with us.

10  Cancellation protection

  • If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason.
  • Provided you cancel your booking at least 3 days before the date of your stay, then you will receive a full refund of your booking cost, minus the cancellation protection charge which is non-refundable. Please note that if you cancel your stay within 3 days of your stay, you will be charged the full cost of your booking.
  • Please note that 25th and 26th December, and 1st January shall not be counted as a day of notice for the calculation of the minimum of 3 days' notice, so please ensure that sufficient notice is given during the festive period.
  • Cancellations must be made over the telephone to 0330 2368860 during our opening hours of 9am and 5pm Monday – Friday. (These times may vary - please check our “Contact Us” page). Cancellation requests via email or voicemail will not be processed.

11  Charges and cancellation by us

  • Occasionally, we may need to make changes to or correct errors on websites/brochures and other details, provided that these changes are before the point of your booking being confirmed.
  • On rare occasions, we may have to cancel your Package and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package where possible. If we cannot offer you an alternative, we will provide you with a full refund for the Package and, unless the cancellation was for Unavoidable and Extraordinary circumstances or more than 14 days before your booking, you may also be entitled to compensation for damages suffered.
  • Occasionally, we must make a significant change to your Package. Significant changes include the following changes when made before departure:

(a) A change of accommodation to that of a lower official classification or standard.

(b) A change of accommodation area.

  • If we must make a significant change, we will tell you as soon as reasonably possible. You will then have the option to:

(a) Accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction in accordance with section 14 below;

(b) Reject the proposed change and terminate your Package with a full refund; or

(c) Reject the proposed change, terminate your Package and take an alternative one if we decide to offer this.

If you decide to take an alternative Package, we will inform you of the impact on the price of your booking. We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the change.  If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled at our discretion to terminate the Package after a further 7 days and provide you with a refund.

If you decide to reject the proposed change and terminate your Package with a full refund, you may also be entitled to compensation for damages you have suffered.

We may not give you any of the above options in the event that a change to the purchased Package is a minor change. Please note that a change of accommodation to another of the same or higher standard usually qualifies as a minor change.

12  Our liability to you

  • We promise to make sure that the Package we agreed to make, perform or provide, as an applicable part of our contract with you, is made, performed or provided with reasonable skill and care. This means that, subject to these Package Booking Terms, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
  • We will not be responsible for any injury, illness, death, loss (for example, loss of enjoyment), damage, expense, cost, or other sum or claim of any description whatsoever which results from any of the following:

(a) The act(s) and/or omission(s) of the person(s) affected or any member(s) of their party.

(b) The act(s) and/or omission(s) of a third party not connected with the provision of your short break, and which were unforeseeable.

  • Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any supplier agrees to provide for you where the services or facilities are not advertised in our brochure/website, and we have not agreed to arrange them.
  • Also please note that whilst we endeavour to ensure photographs are appropriate and accurate representations, they must not be regarded as contractual.
  • The promises we make to you about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided.
  • Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description: (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any business losses.
  • You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us, and the supplier concerned about your claim or complaint as set out in section 14 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.

13  ABTA

  • We are a Member of ABTA under membership number Y6797. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.
  • In the event of any dispute, conflict, claim or controversy, we encourage you to contact Merlin’s Customer Support team on 0330 236 8860 in the first instance. If we are unable to resolve your complaint, please go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

14  Our responsibility for the performance of the Package and if something goes wrong

Under the Package Travel Regulations, we have a responsibility to you for the performance of all elements of the Package.  We want your customer experience to be a positive one, but we acknowledge that very occasionally things go wrong. If you have any issues with the Package not being delivered to you, as advertised, if the problem is with the tourist service element of your trip, please in the first instance take the matter up with our Customer Support team. If, however, the problem is with the accommodation element of your trip, and you are on your trip, please contact the accommodation’s customer services first.  If the problem is not resolved to your satisfaction, please contact our Customer Support team.

If you feel that there has been a failure to perform the Package or improper performance which adversely affects the performance of the Package (“Serious Complaint”), please tell us immediately.  This will give us the opportunity to resolve the Serious Complaint whilst you are still on your trip or make suitable alternative arrangements for you. You may only reject any alternative arrangements we offer to you if they are not comparable to what was agreed in the booking.  If you reject the alternative arrangements we offer, then you may still be entitled to a price reduction in the trip or legal damages compensation for losses suffered.

If a Serious Complaint substantially affects the performance of the Package, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Package or terminate your booking without paying a termination fee. You may, where appropriate, be entitled to a price reduction and/or compensation for damages too.

Alternatively, if we do not resolve a Serious Complaint, or, for very good reason you cannot wait for us to sort out the problem, then alternatively you may resolve the Serious Complaint yourself and request reimbursement of reasonable expenses from us. However, note your right to rectify the problem yourself will not arise if remedying the Serious Complaint means us incurring disproportionate costs. In that case, your only right will be to seek legal damages compensation from us (for losses suffered) or a proportionate price reduction. 

Please note if you do not advise of a Serious Complaint whilst on the trip, as described above, you deprive both Merlin and the person that Merlin has acquired the accommodation from of the opportunity to investigate and rectify the problem. This may affect your rights under these Package Booking Terms.

You will be entitled to an appropriate price reduction for any period during which there is a Serious Complaint, unless the Serious Complaint is attributable to you.

You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Serious Complaint except where the Serious Complaint is:

a.     attributable to you;

b.     attributable to a third party unconnected with the provision of the services included in the Package and is unforeseeable or unavoidable; or

c.     due to Unavoidable and Extraordinary Circumstances.

We will also not be liable to pay damages compensation to you where there are international conventions which limit the extent or the conditions under which compensation is paid. These international conventions include the Geneva Convention (in respect of travel by road).  We shall have the full benefit of any limitations of compensation in any relevant international conventions or applicable laws.

As permitted by Regulation 16(6) of the Package Travel Regulations, our liability to you will in any case be limited to a maximum of three times the cost of Package, except in cases involving death, injury or illness where we or the person that Merlin has acquired the accommodation from, have caused such damage intentionally or with negligence.

If you are granted compensation (or a price reduction) from a third party in relation to a Serious Complaint, that compensation will be deducted from any compensation (or price reduction) you will receive from us pursuant to these Package Booking Terms.

As stated above, we will always be responsible to you for the following:

a.     death or personal injury arising as a result of Merlin’s negligence;

b.     fraud on the part of Merlin;

c.     any other liability that cannot be excluded or limited under applicable law.

Other than as explained above, we are not responsible to you for any damages, losses or costs relating to your use of Services in a way that is not permitted under these Package Booking Terms.

Otherwise, we are only responsible to you for any damages, losses or costs which result from us not performing our obligations under the Package Booking Terms and which could have been reasonably foreseen by Merlin and you when entering into these Package Booking Terms.

15  Your responsibilities

  • It is important that you behave responsibly and with consideration for others during your Package. Accordingly, to the extent that we or the accommodation believe that your actions on the trip could or have caused disruption or annoyance, or a risk of safety, or damage to property, to us, the accommodation, or other customers, or if it is believed that you are not fit to travel, then we may cancel your Package without further liability to you. In these circumstances, the compensation provisions above will not apply.
  • In the event that your behaviour causes loss or damage to any person or property for which we are liable, you agree to compensate us for such loss and damage, together with any legal costs which we may incur in pursuing a claim against you.

16  Conditions of Service Providers

  • Some of the Services which make up your Package are provided by independent Service Providers. Those Service Providers provide these Services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the Service Provider’s liability to you. Copies of the relevant parts of these terms and conditions should be available on request from the Service Provider concerned.
  • In the event of any conflict between the Service Providers’ terms and conditions and these Package Booking Terms, these Package Booking Terms will apply.

17  Special requests and medical problems

  • If you have any special requests, you must advise us at the time of booking. Although we will endeavour to ticket any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met.
  • If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel and provide you with a refund when we become aware of these details.

18  Financial protection of your Package

As required under Part 5 of the Package Travel Regulations, we have put in place insolvency protection in respect of your Package which covers any payments made by you for package(s), taking into account the period between when you make the full payment of the cost of your booking and when your stay is completed.

We provide this financial protection in respect of the Chessington World of Adventures Resort Short Breaks by way of bonds made by Barclays Bank Plc, Trade Operations One Snowhill, Queensway, Birmingham, B4 6GN and Accelerant Insurance Europe SA, Bastion Tower, Place du Champ de Mars 5, Brussels, Belgium.

In the event of Merlin’s insolvency, ABTA can be contacted at 30 Park Street, London, SE1 9EQ, by telephone on 020 3758 8779 and by email at consumerprotection@abta.co.uk.

You agree that in the event of our insolvency, ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking.

19  Call monitoring and recording

  • As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record calls with you for training purposes.

20  Overnight parking

  • Parking for the night of your stay at the hotel is included in the price as and where indicated, otherwise a parking charge is payable directly to the hotel. Hotel's own car parks are unsecured unless otherwise stated. When staying at one of our Partner Hotels, car parking is available at the Chessington World of Adventures Resort for an additional charge.

21  Merlin star ratings

  • All hotel star ratings in Merlin are Merlin’s own ratings and are based on the following:

(a) Any official rating awarded to the hotel, for example, AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Merlin stars.

(b) If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.

  • In both of the above cases, when giving our rating we also consider:

(c) The feedback we have received from our customers.

(d) Feedback from our own regular visits to the hotels, both on business and as customers.

22  Breakfast:

Breakfast is included at Partner Hotels unless otherwise stated in your booking confirmation.

23  Leisure facilities

  • If available, charges and certain restrictions may apply. For example, children may not be permitted to use some or all facilities and some facilities may incur an extra charge.

24  Pre-authorisation at the hotel

  • Please be aware that most hotels will ask you for a credit or debit card against which they can pre-authorise an amount in respect of any extras or other expenses charged to the room. The amount pre-authorised is at the discretion of the hotel and will be made known to you at or before check-in. If any charges are payable, you will be permitted to pay for these either with the pre-authorised card or by any other acceptable means.

25  Entry conditions

  • Use of your Chessington World of Adventures Resort tickets shall constitute your agreement with the entry conditions posted on https://www.chessington.com/legal/terms-conditions/, at the Chessington World of Adventures Resort entrance and/or in the Attraction guide.
  • Chessington World of Adventures Resort management reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, they also reserve the right to require guests to leave the Attraction at any time.
  • No person 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.

Please note if you purchase a Merlin Annual Pass at the Chessington World of Adventures Resort, Merlin, will not be liable to refund the cost of the tickets purchased on your Package prior to purchasing your Merlin Annual Ticket.

If you have any further queries regarding your Chessington World of Adventures Resort Short Break, please contact us on 0330-2368860 or at:

Address:

Merlin Entertainments Holidays Limited
Link House, 25, West Street, Poole, Dorset BH15 1LD

Alternatively, please see our Help Centre for more information https://support.chessington.com/hc/en-us

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