Skip to main content

WINTER'S TAIL FAQS

FREQUENTLY ASKED QUESTIONS

More information about our Winter’s Tail event can be found here.

 

We are being led by Government guidance and any updates from it in response to COVID-19.

We are operating in the safest way possible for everyone with hygiene and safety measures, which you can find here

 

In line with Government guidance, our monkey walk through in AMAZU is closed - an area in which social distancing is prohibitive.

All areas of the Zoo that are open during Winter’s Tail, also close at dusk.

Our hygiene and safety measures can be found here. We are updating these measures frequently in response to evolving Government guidelines, so do keep checking back for the latest details.

Please bring and wear a suitable face mask/covering. Please note that is mandatory* to wear a securely fitted face mask on/in selected rides and attractions, plus indoor public areas all detailed here.

Where it is mandatory, any guest* that doesn’t wear a securely fitted face mask will not be permitted to ride or enter indoor public areas.    

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

A full list of places to eat and more information can be found here.

In line with the latest Government update (22nd September), the restaurants and bars within our Resort Hotels will now close by 10pm. 

Where necessary we are also making adjustments to food service arrangements, to ensure we are fully aligned with all new Government requirements.

Adventure Point, The Gruffalo and SEA LIFE Gift Shop are open, however the number of guests at any one time is limited to allow for social distancing and we encourage everyone to make contactless payments rather than cash where possible.

Face masks are mandatory in all gift shops, except for people with certain health conditions and/or disabilities. Children under 11 are not required to wear a face mask.

You will find QR codes at key points around the Resort, which can be scanned on the NHS COVID-19 app to check-in as part of NHS test and Trace. Checking-in via this route is optional, however we encourage guests to do so, as you will then not have to provide your contact details via any other route. 

For those without a smartphone, or do not want to use the NHS COVID-19 app, we will continue to manually record lead guest information where required, plus digitally via our booking system (more information on which can be found here).

We are required by the UK Government to hold and potentially share basic information about our guests as part of NHS Test and Trace. This information will only be shared where necessary to help stop the spread of COVID-19 and support public health efforts. Guests have the right to object to their data being shared as part of the contact tracing scheme by contacting Merlin Entertainments’ data protection team at the following address data.protection@merlinentertainments.biz

You're welcome to bring rucksacks and bags to the Theme Park and Zoo, but we ask that you try to bring as few as possible to ensure we can get you through our turnstiles as quickly as possible, as we have bag and security checks on arrival.

You can pre-order a buggy online in advance of your visit here. Single buggy hire is £10 and double buggy hire is £15. Your buggy will available for collection from Lodge Gate entrance on arrival.

We politely request you do not visit and contact our Guest Help & Information Team on Feedback@chessington.co.uk to discuss rearranging your booking.

Please contact our Guest Help & Information Team on Feedback@chessington.co.uk to discuss your booking. 

More information about Go Ape at Chessington World of Adventures Resort can be found here.

Based on Government guidelines we are currently unable to accept any school or group bookings, however we will reintroduce these when possible.

Yes, there is a temporary, isolated testing centre in one of our main car parks, which is being 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.

Theme Park tickets have been revalidated, so you can pre-book a ticket for entry on another day in 2021 up until 30th June – pre-book your ticket here and bring this, along with your existing ticket to show at our turnstiles on entry.

If you had Adult & Pre-schooler tickets booked in November, pre-book your ticket here.

The above also applies to anyone coming back using our Rainy Day Guarantee.

Any parking; meal deals booked remain valid and can be used on the day you choose to pre-book in 2021.  

You should’ve received an email with details of how to reschedule your VIP Experience for when the Resort is open.