Information for guests on Coronavirus - updated 03.04.20
Further to recent updates from the Government on the response to the Covid-19 Coronavirus outbreak, we made the decision to close the Resort from Saturday 21st March 2020 until further notice. We believe that this was the right decision to protect the health and wellbeing of our guests and staff.
Please review the FAQs below to find out how your booking is affected and who to contact if you need further assistance.
Why has the Resort closed?
The decision to close temporarily is based on the guidance from the Government in response to the Covid-19 coronavirus outbreak.
When will the Resort reopen?
The Resort will remain closed until further notice. We are in contact with the relevant authorities and will work to re-open the Resort as soon as it’s appropriate to do so.
Have a short break booked before 25th April? We can move your stay date with no extra cost!
For guests with short breaks arriving up to and including 25th April 2020, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional cost*. Please complete the form here including your booking reference and the preferred date you would like to rearrange your booking to. Our team will get back to you as soon as possible.
*Subject to availability, please provide 3 alternative dates in order of preference, dates allocated on a first come first served basis. Please note – if you have booked a partner Hotel (a Hotel off site), most will honour the price you booked at, however there are a small number which cannot, we will let you know based on the dates you choose.
What if my short break is for after 25th April?
Any short breaks bookings for stays beyond 25th April 2020 will, at this time, be subject to regular terms and conditions, if you wish to cancel, you will be subject to cancellation charges as per the terms & conditions. If you purchased the cancellation protection, you can cancel and receive a full refund for the cost of your booking, excluding the cost of the cancellation protection.
If the closure extends beyond 25th April, guests with bookings for arrival whilst the park is closed will be contacted in due course. These bookings can then be rearranged as outlined above.
Have a park ticket booked before 25th April? You can use this for another day in 2020!
(includes promotional tickets, tickets purchased from our website and via any authorised 3rd party sellers)
If you have booked and paid for a ticket to visit between 21st March and up to and including 25th April 2020, your ticket will be valid for use on any date during the 2020 season, up to and including 1st November 2020. No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Resort and present your booking confirmation and tickets at our admissions kiosks and the team will provide you with a valid entry ticket for that day.
If the closure extends beyond 25th April this approach will apply to the further closed dates.
Please note this also applies to Meal Deals, Fastracks and Car Park tickets booked before 25th April.
I have a Sun Superdays ticket, can I use it later in the year?
If you have a Sun Superdays ticket to visit from now until 1st May 2020 for any of the following dates:
- March 20th, 23rd, 26th, 27th, 30th, 31st
- April 1st, 2nd, 3rd, 21st, 22nd, 23rd, 24th, 27th, 28th, 29th, 30th
- May 1st
you can return on any 2020 weekday (i.e. Monday to Friday but not weekends) up to and including 1st November 2020 excluding:
- May 8th, 25th – 29th
- July 17th to September 1st
- October 26th to 30th
If your ticket is for any other date from now until 1st May 2020, you can return on any day up to and including 1st November 2020 excluding 1st - 31st August 2020.
Please bring your booking confirmation and tickets to the admissions kiosks and the team will provide you with a valid entry ticket for that day.
I have an “ANSWER THE CALL OF THE WILD! COME BACK IN 2020” voucher which is valid until 07/05/2020. Can I use it later in the year?
We have extended the validity of these vouchers and they can be used up to and including 16/07/20. Please exchange it at the admissions kiosks for a ticket on arrival on your chosen day.
What happens if I have a Merlin Annual Pass?
We want to reassure all Merlin Annual Passholders that we will be extending Passes and for our Passholders on our Merlin Membership, we will be suspending monthly payments, to account for the closures. Full details here.
What happens if I have a Chessington Annual Pass?
Your pass will be extended if you have an Off Peak, Standard or Premium Chessington Annual Pass to ensure you are able to visit the Resort for the duration in which the Resort was closed for. For example:
- We will add 1 month extra for a 2 – 4 week closure
- We will add 2 months extra for a 5 – 8 week closure
- We will add 3 months extra for a 9 – 12 week closure
Will the 8 week collection period be extended for me to collect my Chessington Annual Pass?
Yes, this has been extended and you will be able to collect your Chessington Annual Passes for 6 months after purchase.
I have a VIP experience booked, what should I do?
If you have an experience booked prior to 26th April 2020 this can be re-booked for another time later this year. If the closure extends beyond 26th April this approach will apply to the further closed dates. You can email VIPExperiences@chessington.co.uk however please note that you may not be contacted to re-schedule your booking until the Resort re-opens.
I have a Go Ape ticket booked, will it be open?
Go Ape at Chessington World of Adventures Resort is now closed until 26th April 2020. To rearrange your booking please call the bookings team on 01603 895500. For all future bookings from 26th April 2020 onwards please book direct at www.goape.com
We have a school trip booked between 21st March and 25th April 2020, what should we do?
In order to rearrange your visit for a later date, please contact the schools call centre on 0137 273 1680 and the team will be able to help you. We kindly ask that if you have a booking from 26th April 2020 onwards to please be patient with us during this busy time and get in contact at a later date if possible as our staff are currently dealing with imminent booking enquiries.
We have a meeting, conference or event booked, what should we do?
If you have a meeting, conference or event booked prior to 25th April 2020 this can be re-scheduled for another time later this year. If the closure extends beyond 25th April this approach will apply to the further closed dates. You can email Events@Chessington.co.uk however please note that you may not be contacted to re-schedule your event until the Resort re-opens.
Is it true you have a COVID-19 coronavirus testing area in the car park at the Resort?
We have worked with the Department for Health & Social Care and other partners, to set up a temporary, isolated coronavirus testing area to test NHS workers only in one of our main car parks. We are proud to be able to offer our assistance to the NHS during this unprecedented time.
NHS workers are being asked to attend the testing area by invitation only from the NHS.