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Covid-19 – Information for Guests

Your escape to Alton Towers Resort awaits!

We very much look forward to welcoming you to the Resort. The health and safety of our guests and staff is always our number one priority and to keep everyone safe, we will continue to have a number of additional hygiene and safety measures in place when you next visit to provide a fun and safe environment for everyone.

These continuing measures include:

  • Lower capacity – into our Resort, queue lines (where applicable) and some experiences. To help ensure we can continue offer you the best possible guest experience and ensure the comfort of everyone visiting, we will be taking a phased approached to increasing capacity. Therefore, pre-booking your visit will remain essential to guarantee entry.
  • We will encourage face masks in certain areas – during your visit you will see some signage stating “Face coverings recommended” which will be displayed at entry points into indoor or high footfall areas.
  • You may continue to see Personal Protective Equipment (PPE) and clothing for some of our employees. Our teams are encouraged to maintain high levels of hygiene and they may wish to continue wearing a face covering whilst working, most notably when in indoor locations.
  • Continuation of enhanced cleaning, hygiene stations and hand sanitiser for guests at key locations across the Resort
  • You may still see suggested spatial separation markings and other similar operating adjustments around the Resort to help aid guest comfort and experience. We ask that during your visit you respect and observe these wherever possible to help us provide you all with a first-class experience
  • Screens may still be in place for some actor led experiences. In addition, some meet and greets and live entertainment may continue to have limited numbers or a change in layout as part of our phased response to changes in Government guidelines from July 19th

Frequently Asked Questions - Short Breaks

Vouchers can be used to book short breaks throughout 2021. Simply go through the booking process as usual and enter your voucher code as a payment method at check-out.  The balance of your voucher will be deducted from the total cost of your break.

We are currently experiencing a high number of calls and emails due to the recent changes in the Government Guidelines.

If your booking has been affected and you wish to speak to a member of our team, we kindly ask you to fill out the contact us form and a member of our team will be back to you.

If your booking has been affected and you wish to speak to a member of our team, we kindly ask you to fill out the contact us form and a member of our team will be back to you.

Frequently Asked Questions - Theme Park

We very much look forward to welcoming you to the Resort. The health and safety of our guests and staff is always our number one priority and to keep everyone safe, we will continue to have a number of additional hygiene and safety measures in place when you next visit to provide a fun and safe environment for everyone.

  • Lower capacity – into our Resort, queue lines (where applicable) and some experiences. To help ensure we can continue offer you the best possible guest experience and ensure the comfort of everyone visiting, we will be taking a phased approached to increasing capacity. Therefore, pre-booking your visit will remain essential to guarantee entry.
  • We will encourage face masks in certain areas – during your visit you will see some signage stating “Face coverings recommended” which will be displayed at entry points into indoor or high footfall areas.
  • You may continue to see Personal Protective Equipment (PPE) and clothing for some of our employees. Our teams are encouraged to maintain high levels of hygiene and they may wish to continue wearing a face covering whilst working, most notably when in indoor locations.
  • Continuation of enhanced cleaning, hygiene stations and hand sanitiser for guests at key locations across the Resort
  • You may still see suggested spatial separation markings and other similar operating adjustments around the Resort to help aid guest comfort and experience. We ask that during your visit you respect and observe these wherever possible to help us provide you all with a first-class experience
  • Screens may still be in place for some actor led experiences. In addition, some meet and greets and live entertainment may continue to have limited numbers or a change in layout as part of our phased response to changes in Government guidelines from July 19th.

We will encourage face masks in certain areas. During your visit you will see some signage stating “Face coverings recommended” at entry points to into indoor and high footfall areas, as well as some of our rides and attractions. To find out more visit: Know before you go | Alton Towers Resort)

You will be able to find NHS QR code ‘check-in’ posters at key points around the Resort and you are encouraged to scan the NHS QR code with your smartphone on arrival at our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App. A ‘manual’ option for recording your contact details for people who do not have a smartphone or do not want to use the NHS COVID-19 App will be available.

 

Following updated Government Guidance, guests over the age of 16 years will each be required to scan the relevant QR code when accessing seated spaces and several indoor areas of the Resort including our restaurants, bars, arcades, hotels and Waterpark.

QR check-in posters are available in the following locations across the Resort:

Theme Park - Admissions, Arcades, Corner Coffee, Woodcutters, Coffee Lounge, Little Explorer's Lunch Box, Towers Burger Kitchen, Just Chicken, Rollercoaster Restaurant & Explorer's Pizza Pasta

Accommodation - Alton Towers Hotel, CBeebies Land Hotel, Splash Landings Hotel, Enchanted Village, Stargazing Pods, Secret Garden Restaurant, Flambo's, The Windmill Restaurant, Crooked Spoon & The Tipi

Resort Activities - Alton Towers Waterpark, Extraordinary Golf, Alton Towers Spa, Alton Towers Conference Centre

Yes. We are asking all guests to book their theme park tickets online to guarantee entry and help us provide you with a first-class experience on the day of your visit. Book at www.altontowers.com

Fastrack packages are available online and on the day of your visit via the Resort Box Office, The App and all our retail shops and kiosks

Frequently Asked Questions - General/Health

We understand that due to unforeseen circumstances or if you have developed coronavirus symptoms, you may require to change the date/time of your visit.  If you have booked via third-party please contact them to discuss your booking otherwise please contact gs.feedback@alton-towers.com

We understand that due to unforeseen circumstances or if you have developed coronavirus symptoms, you may require to change the date/time of your visit. If you have booked via third-party please contact them to discuss your booking otherwise please contact gs.feedback@alton-towers.com

To help ensure we can continue offer you the best possible guest experience and ensure the comfort of everyone visiting, we will be taking a phased approached to increasing capacity. To help manage this, pre-booking online will remain essential to guarantee entry.

Frequently Asked Questions - Ride Access Pass

As our environment is changing, we are responding to these changes and are committed to keeping our guests safe, whilst still offering a fantastical experience. We would like to reassure all our guests with additional needs that we will still be offering our Ride Access Pass option and want to provide some information on what to expect prior to and during your visit.

Some of our queue lines may be in a slightly different areas to what you remember. However, please be assured that new signage has been installed in all our queue lines to direct you safely. We are practising social distancing measures within our queue lines so please remember to queue together in your party and follow the markers provided.   There may also be longer waits on many rides and attractions due to our enhanced cleaning measures that will take place at regular intervals throughout the day.

Please speak with our guest service team upon your arrival to the Resort. They will advise of any restrictions or closures at the time of your visit.

We are asking our guests to pre-register your documentation at least 14 days before you plan to visit the Resort. This is to keep our staff and our guests safe, and to make our processes quicker for you. To register in advance of your visit, please visit here. If you have not pre-registered your documentation prior to your visit, we will be unable to process your pass on the day.

To register for a Ride Access Pass, please head to https://www.altontowers.com/plan-your-visit/before-you-visit/disabled-access/ - complete the form and upload your documentation and submit at least 14 days prior to your booked visit to the Resort. Our Team will contact you via email to confirm your Pass is being processed.

 

You will be issued with a wristband and timecard when you arrive at the Resort. You will need to collect these from our Resort Box Office located on Towers Street. This is the only place that we will be issuing these.  Our team will be equipped with the necessary PPE to protect you and themselves. We will also ask guests [you or your carer] to put their [your] own wristbands on themselves.

We will still be hiring our wheelchairs and mobility scooters; however, we will only be able to accept card deposits/payments when completing this. We will also be enhancing our cleaning routines on our wheelchairs and mobility scooters, and these will be deep cleaned after each use.

The number of carers you can bring will depend on which Ride Access Pass you qualify for.  . If you qualify for our RED Ride Access Pass, you can have up to three Carers with you (one of whom needs to be over the age of 14). If you qualify for a YELLOW Ride Access Pass, then you can ride alone – however you can bring up to three Carers (one of whom needs to be over the age of 14). For full information on carer requirements, please visit our 2020 Accessibility Guide here

In order to keep our guests and our teams safe, you will notice our teams will be wearing protective equipment such as gloves, face coverings or shields.  This is for your protection, and that of our employees. We still have a friendly smile behind these and we can’t wait to see you!

Goodtogo

We're good to go

We’re delighted to be awarded the VisitEngland ‘We’re Good to Go’ industry charter mark. This verifies that our Resort meets the Government and public health guidance on COVID-19 and that we have all the required health and safety processes in place to ensure you have a safe and enjoyable visit.

View certificate

If you have a short break booked and have any questions, please visit https://help.altontowersholidays.com/hc/en-gb/categories/115000666665-Contact-Us