FAQ

Frequently Asked Questions

 

Why do I have to pre-book a timeslot?

It is important to pre-book your visit so that we can monitor visitor numbers and adhere to government guidelines. Booking a time slot means we can ensure our visitor’s and staff’s safety during your visit. Please arrive on time.

 

How do I pre-book my slot?

You can book your tickets online, which will let you also choose an arrival time. Alternatively, if you already have a ticket, annual pass or would like to use a voucher please book your arrival time slot free of charge.

 

Can I book a time slot on the same day as my visit?

Yes, you can if there is availability.

 

I have a discount voucher. Can I use it?

Yes, just pre-book your arrival time slot first and we can process the transaction on the till when you arrive.

 

I already have a 12-month ticket. Can I use it?

Yes, just pre-book your arrival time slot first and we can process the transaction on the till when you arrive.

 

I have a 12-month ticket that expired whilst you were closed, is it still valid?

Yes. If your ticket was valid for between March 21st and June 19th then we are happy to extend it for 3 months.

 

What will be available on the day?

As we are largely outside, there is still a lot to see. All our animals and nature walks are open as normal, however there will be no talks taking place to avoid social gathering. Instead you will be issued with a booklet that will guide you around the site and tell you about our animals. Our hospital and underwater viewing area will remain closed, as will our playground facilities.

 

What safety measures have you put in place?

· Full COVID-19 risk assessment in place

· Introduced capacity restrictions to ensure we can adhere to social distancing regulations, pre booked tickets only with timed arrival

· 42-acres of outdoor space with social distancing guideline information for guests

· Enhanced cleaning regime and provided hand sanitiser stations around the site

· Installed protective equipment to keep our staff and guests safe

· Temperature checks and staff PPE

· Staff training

 

What is expected of me during my visit?

· Book an arrival time online

· Keep two metres away from other visitors

· Follow the one-way system in the grounds

· Wash your hands for 20 seconds after using facilities

· Use hand sanitiser when necessary

 

Will your toilets be open?

Yes, all our usual facilities including disabled and baby changing facilities will be open with extra safety measures in place.

 

Will your café be open?

Our café will be open for takeaways. Please use card payment when possible.

 

Is the retail shop open?

Yes, our shop will be open with extra safety measures in place. Please use card payment when possible.

 

Is the bus running?

Unfortunately the bus will not be running at this time. If you have mobility issues then please speak to the member of staff at reception upon your arrival.

 

Can I bring my dog?

Of course you can! Dogs are welcome along with you, but must be kept on leads.