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RESORT HOTELS FAQS

FREQUENTLY ASKED QUESTIONS

BEFORE YOUR STAY

You should’ve already received an email advising your booking has automatically been converted into a voucher for the full cash value of your original booking, which can be used to book a new stay next year.

To redeem, simply go through the booking process as usual and enter your voucher code (also sent via email) as a payment method at checkout. The balance of your voucher will be deducted from the total cost of your booking.

Your voucher must be redeemed by 30th June 2021.  

If you wish to discuss other options for your booking, log in to ‘Manage My Booking’, click and complete the ‘contact us’ form and one of the dedicated team will be in touch within 72 hours. 

Our COVID-19 Book with Confidence Guarantee means that if you have a stay booked when our Resort Hotels are closed, we will automatically issue you a voucher to use as payment on a future break with Chessington Holidays. There is no need to contact us, you will receive a voucher via email with your voucher details. You will be able to use your voucher as full or part payment towards any stay (Hotel, room type, event) you wish until 31st December 2021 by the advised redemption date.

Our COVID-19 Book with Confidence Guarantee is free and applies to all existing and new bookings for 2020 and 2021 to give you peace of mind when booking your stay. Find out more here.

We ask all guests to take note of their local restrictions before travelling to the Resort for your stay. If the Tier you live in prohibits you from travelling, our Book with Confidence Guarantee is valid for all breaks in 2020 and 2021.

No, both Merlin and Chessington Annual Passholders staying in our Resort Hotels or with a short break booked at a partner Hotel (a Hotel off site) via Merlin Holiday Club, do not need to pre-book a Theme Park ticket to gain entry. All you’ll need to do is present your Hotel confirmation as well as your valid Pass for scanning at the turnstiles.

No, guests staying in our Resort or Partner Hotels with a short break (including park tickets) booked via Chessington Holidays, do not need to pre-book a Theme Park ticket to gain entry. If you have booked a bed and breakfast rate, you do need to pre-book tickets to the Theme Park and Zoo.

Yes, we're really excited to be able to re-open Explorer Glamping in 2021 on select dates. To find out more on availability, click here.

AT THE RESORT HOTELS

Room keys are available from 3pm on the day of your arrival at Reception of the Safari Hotel, after everyone staying has successfully had their temperature checked. If your Hotel stay was booked through Chessington Holidays, please check in please check in here. If your stay was booked through another platform i.e. Booking.com, we will contact you to check in. When collecting room keys, we ask all guests to keep a safe distance from others following the clear markers or signs. Check out is at 10am on the date of your departure, at which point all you’ll need to do is drop your room key in the letterbox in either our Safari Hotel or Azteca Hotel lobby.

If arriving before 3pm, having already checked in online, head straight to enjoy the Theme Park on arrival, before collecting your key from Safari Hotel Reception from 3pm.
If you arrive after 3pm, you can head straight to Safari Hotel Reception where you can collect your key. You'll have your temperature checked at the same time.
Please note our luggage store is currently unavailable.

 

Access to the Theme Park for Hotel guests is currently via our Lodge Gate entrance, which is adjacent to the Hotel car park, not via the entrance at the rear of the Resort Hotels, which some guests may be familiar with if having stayed previously.

Yes, our Zafari Bar & Grill and Temple Restaurant are open for Hotel guests only. Our Explorer Outpost restaurant will re-open for Explorer Glamping bookings in 2021. Pre-booking is essential and a link to book both breakfast and dinner will be shared in your booking confirmation and via email prior to your stay. In line with the latest Government requirements, all of our restaurants will close at 10pm. The opening times of each restaurant varies throughout the year and will be available at the time of booking.

A link to book both breakfast and dinner will be shared in your booking confirmation email and again in your pre-arrival email seven days prior to your stay. Alternatively, on arrival you can use the phone in your room to book a table, however, availability is limited so we do recommend booking your preferred time early, to avoid disappointment. Pre-booking is essential.

Yes, once you have successfully re-booked your short breaks package to your new date you'll be required to re-book your breakfast and dinner reservations for your new stay date. If your stay was not moved due to Resort closure, we kindly ask that you cancel your original reservation.

We are offering our Zafari Bar & Grill menu for in-room dining, available for collection from the restaurant. Orders can be placed from the comfort of your room via mobile ordering.

We will not be allowing items to be charged to Hotel rooms. Please be ready to ‘pay as you go’, plus we’re encouraging everyone to make contactless payments rather than cash where possible.

We’re currently running our exciting Kids Movie Club in the Serengeti Suite of the Safari Hotel from 4pm every day.

Exclusive evening access to Wanyama Village and AMAZU Treetop Adventure is available on select dates in the 2021 season.

Due to current government guidelines, unfortunately we won't be able to provide our Rangers Club. We will constantly review this and will reintroduce Rangers Club when possible.

Early Ride Time is available from 18th March to 1st November 2021 with access to the Theme Park and Zoo from 9am and select rides and attractions from 9.30am to 10am. Guests staying at Explorer Glamping will receive an hours fastrack, 10am to 11am, using their designating wrist bands. Rides/attractions are subject to availability and will be confirmed at Reception on check in.

It is mandatory* to wear a securely fitted face mask in indoor public areas of the Resort Hotels and Explorer Glamping, however in the restaurants and bars guests can remove masks to consume food and drink when seated. Where it is mandatory, any guest* that doesn’t wear a securely fitted face mask will not be permitted to enter indoor public areas.

*Except for children under 11 or people with certain health conditions and/or disabilities

Yes, our Savannah Splash Pool is open for Hotel guests to enjoy. Pre-booking is essential - you can book your one hour slot by calling 01372 734 681 or dialling 4 from your room.
All guests are asked to arrive 'beach ready'. More information here.

HYGIENE & DISINFECTION

Relevant hygiene and safety measures across our Theme Park and Zoo (find out more here) are replicated in our Resort Hotels and Explorer Glamping to make sure everyone has a safe stay. We are updating these measures frequently in response to evolving Government guidelines, so do keep checking back for the latest details.

Rooms are cleaned after every stay, with any points touched during a room inspection after cleaning, disinfected.
Unnecessary furnishings will also be removed for example cushions and throws, with any china replaced with disposable alternatives and any unused disposable milk and drinks sachets will be thrown away after each guest stay.

Rooms are cleaned after every stay, with any points touched during a room inspection after cleaning, disinfected.
Unnecessary furnishings will also be removed for example cushions and throws, with any china replaced with disposable alternatives and any unused disposable milk and drinks sachets will be thrown away after each guest stay.