Coronavirus Visitor Information

Information for guests on Coronavirus - updated 18.05.20

Since the Resort closed from 21^st March 2020 until further notice, up to now all guests with Hotel short breaks booked up to 1^st June 2020 have been allowed to rearrange their stays.

Following the latest Government guidelines (issued on 10^th May 2020) and given the continued uncertainty about when we will be able to reopen, now all guests with Hotel short breaks booked up to and including 3^rd July 2020 can rearrange their stays - please see the FAQs below for more details on how to do this.  

Guests with pre-booked Park tickets for dates when the Resort is closed, will be able to use their tickets on another day during our 2020 season, up to and including 1^st November 2020.

Further information on how to do this will be shared on our website prior to the Resort reopening, something which we are working tirelessly on, to ensure when we are able to welcome guests back, it will be in the safest way possible.

As part of Merlin Entertainments, we’re taking advice from our Resorts across the world on how to do this with the introduction of new health and safety measures, which we’ll share soon, including everything from enhanced cleaning regimes to social distancing measures - we’ll be doing everything to make sure you, our guests, have a safe wild adventure.

 

Why has the Resort closed? 

The Resort remains temporarily closed due to the latest Government guidelines (issued on 10^th May 2020) in response to the coronavirus (COVID-19) outbreak.

  

When will the Resort reopen? 

The Resort will remain closed until further notice. We are in contact with the Government and relevant authorities and will work to reopen the Resort as soon as it’s appropriate to do so.

 

Have a Hotel short break booked when the Resort is closed? We can move your stay at no extra cost!

For guests with Hotel short breaks booked arriving up to and including 3^rd July 2020, we have relaxed our usual terms and conditions so you can now reschedule your stay to another date in our 2020 season with no additional cost (subject to availability).

Please visit the Manage My Booking page with your booking reference number to change your stay to a new date before 1^st November 2020.

If the Resort remains closed beyond 3^rd July 2020 all guests with a Hotel short break booked during the closure will be contacted in due course. These stays can be rearranged in the same way.  

Please note, if you have a short break booked at a partner Hotel (a hotel off site), most will honour the price you originally booked at, however there are a small number which cannot - we will let you know if this is the case, based on the alternative dates you choose.

 

What if I have a Hotel short break booked for after 3^rd July 2020?  

Please understand that we are prioritising guests with bookings in the next few weeks. Any Hotel short breaks bookings beyond 3^rd July 2020 will, at this time, be subject to regular terms and conditions. If you wish to move your stay, please click here and complete the contact form. The short breaks team will get back to you as soon as they can. Thank you for your patience. 

If the Resort remains closed beyond 3^rd July 2020, guests with a Hotel short break booked during the closure will be contacted in due course. These stays can be rearranged as outlined above.  

 

I had a Hotel short break booked in March/April which I cancelled but would like to re-book for later in 2020. What can I do?

We have relaxed our usual booking amendment terms and conditions so you can now reactivate your booking and move your stay to another date in our 2020 season with the price frozen at the original rate. All affected guests will receive an email from us explaining how they can do this.

 

Have an Explorer Glamping short break booked in 2020?

We have made the difficult decision not to open our Explorer Glamping site this year. For guests with a stay booked in 2020, we apologise for any disappointment this may cause - you should’ve received an email from us with an offer of a free upgrade to one of our Resort Hotels as an alternative.  

 

Have a Park ticket booked when the Resort is closed? You can use it on another day in 2020! Includes promotional tickets, tickets purchased from our website and via any authorised third-party sellers, as well as Sun Superdays tickets

If you have booked and paid for a ticket to visit when the Resort is closed, your ticket will be valid for use on another day during our 2020 season, up to and including 1^st November 2020. Further information on this will be shared on our website prior to the Resort reopening.

Please note this also applies to Meal Deals, Fastrack and Car Park tickets.

 

I bought an Annual / Season Digipass for ride photos – what will happen to that?

We are in contact with Picsolve and other alternative photography providers. We hope to have a solution in place before the Resort reopens and we will update our website with information for Annual / Season Digipass holders as soon as we can.

 

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 16/07/2020. Further information on this will be shared on our website prior to the Resort reopening.

 

Want to come back in 2020 using our Rainy Day Guarantee?

We have relaxed our usual terms and conditions so that anyone who visited on a ‘Rainy Day’ in 2019 can return on any like for like day in 2020. See terms and conditions here.

Further information on this will be shared on our website prior to the Resort reopening.

 

What happens if I have a Merlin Annual Pass?

We will be adding free months to your Merlin Annual Passes for the duration that our attractions are closed. Please be assured that you do not need to do anything, we are taking care of this for you. If you have a Merlin Monthly Membership, we will continue to suspend monthly payments until our attractions reopen.

At the same time, we will review the terms and conditions of Merlin Annual Passes to ensure that they still deliver great value for passholders. Please bear with us whilst we work out all the details of this. Updates will be posted on our website here.

 

What happens if I have a Chessington Annual Pass?

We will be adding free months to your Chessington Annual Passes for the duration that the Resort is closed. Please be assured that you do not need to do anything, we are taking care of this for you. Updates will be posted on here on our website.

 

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 a VIP experience booked up to 3^rd July 2020, this can be re-booked for another time later this year. If the Resort remains closed beyond 3^rd July 2020, this approach will apply to any further closed dates. You can email VIPExperiences@chessington.co.uk, however please note that you may not be contacted to reschedule your booking until the Resort reopens. 

 

I have a Go Ape ticket booked, will it be open?

Go Ape at Chessington World of Adventures Resort is now closed up to and including 3^rd July 2020. If you have a Go Ape booking this will be postponed until the site reopens. More information can be found here. 

 

We have a school trip booked before 3^rd July 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 beyond 3^rd July 2020 to please be patient with us during this busy time and contact us 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 up to 3^rd July 2020, this can be rescheduled for another time later this year. If the Resort remains closed beyond 3^rd July 2020 this approach will apply to any further closed dates. You can email Events@chessington.co.uk, however please note that you may not be contacted to reschedule your meeting, conference or event until the Resort reopens. 

 

Is it true you have a COVID-19 coronavirus testing area in the car park at the Resort?   

Yes, we have a temporary, isolated coronavirus testing area in one of our main car parks, which is run by the Department for Health & Social Care and other partners.

We are proud to be able to offer our assistance during this unprecedented time.