RESORT HOTELS ARE NOW OPEN!
In line with Government guidance our Resort Hotels are now open, along with our Theme Park & Zoo. Are you due to stay with us at our Safari or Azteca Hotel or planning to book your ROARSOME overnight stay? We understand you may have some questions, which we hope are answered in the FAQs below.
FREQUENTLY ASKED QUESTIONS
BEFORE YOUR STAY
You can move your stay at no extra cost.
For guests with Hotel short breaks booked arriving up to and including 3rd July, we have relaxed our usual terms and conditions so you can 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 1st November 2020.
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.
Room keys will be available from 3pm on the day of your arrival. There will be no change to our usual check-in and out times. If your hotel stay was booked through Chessington Holidays, please check in here. If your stay was booked through anywhere else (ie. Booking.com), we will contact you to check in. Room keys will be available for collection from 3pm on the date of your arrival from the front of the hotel. 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.
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 & Zoo.
Unfortunately, we made the difficult decision not to open our Explorer Glamping site this year. For guests with a stay booked in 2020, we offered a free upgrade to one of our Resort Hotels as an alternative.
AT THE RESORT HOTELS
If arriving before 3pm, having already checked-in, head straight to enjoy the Theme Park on arrival, before then accessing the relevant key collection points in our Resort Hotels via the gate at the back of the Azteca Hotel, located behind our SEA LIFE Centre.
If you arrive from 3pm, you'll need to collect your key from the front of the Hotel and you'll be temperature checked at the same time.
Please note our luggage store is currently unavailable.
Our Zafari Grill will be the only restaurant open with tables and chairs rearranged to ensure social distancing – we may also seat you in our Serengeti Suite to allow for more space if required.
We will be extending the times in which you can enjoy breakfast and dinner too, however, will ask everyone to pre-book a table for breakfast and dinner – see how to do this below.
You will also see our new hygiene and safety measures in place, which can be found here, including and not limited to, hygiene screens, hand sanitiser being readily available, enhanced cleaning and our staff looking a little different wearing face masks and disposable gloves to protect you and themselves. We are updating these measures frequently in response to evolving Government guidelines, so do keep checking back for the latest details.
You will be able to book a table for breakfast in the Temple Restaurant and dinner in the Zafari Grill via Bookatable, using the link found in the email you will be sent 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.
Please see information below as the restaurant menu will be available for in-room dining.
As a result of rearranging tables and chairs to ensure social distancing and the fact we may also seat you in our Serengeti Suite to allow for more space if required, we kindly ask you to pre-book your mealtimes again. Please see the FAQ above on how to do this.
We have a refined menu and we look forward to welcoming you back!
We will be offering our Zafari Grill menu for in-room dining, available for collection from the restaurant. Orders can be placed from the comfort of your room, but payments will be required on collection.
In line with current Government guidance, our Savannah Splash Pool and gym will remain temporarily closed. We will update here when the guidance changes.
Yes, Early Ride Time will be available for those staying in our Resort Hotels, with access to the Theme Park from 9am and a selection of rides from 9.30am - 10am.
Access to the Theme Park will be via our Lodge Gate entrance which is adjacent to the hotel carpark, not via the entrance at the rear of the Resort Hotels, which some guests may be familiar with if having stayed previously.
From 3pm, Hotel guests can access the Hotel from the Theme Park from the gate at the back of the Azteca Hotel, which is located behind our SEA LIFE Centre.
For the check-out process described in the FAQ above, 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.
HYGIENE & DISINFECTION
Relevant, new hygiene and safety measures across our Theme Park and Zoo – find out more here, will be replicated in our Resort Hotels to make sure everyone has a safe stay. We will be 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.
Housekeeping will not enter your room during your stay, even if you are staying for more than one night. This is to limit the number of staff entering Hotel rooms. Consequently, any non-essential maintenance required in Hotel rooms will only be completed after each guest stay.