We want everyone to have an amazing adventure and we aim to get it right every time you visit. But we know that very occasionally things don't go as planned and adventures don't live up to expectations.
We aim to sort out any issues during your visit, but if that didn't happen for you (and we're really sorry if that's the case), the please get in touch.
Please ensure that you contact us within six weeks of your visit and be sure to keep proof of your visit, such as your tickets or a valid receipt, in case this is needed.
There are occasions when we receive an exceptionally high volume of communication. Our aim is to respond within 10 working days for letters; five working days for emails and within 24 hours if you phone us.
If we have still not resolved the issue at this stage, please let us know. We will refer it senior management here at Chessington World of Adventures Resort and we will also liaise with Merlin Entertainments Group Head Office on your behalf to ensure a satisfactory outcome for you.
We hope this answers your question.