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Covid-19 – Information for Guests

[Updated 16:30 19/03/2020]

Further to recent updates from the Government on the response to the Covid-19 coronavirus outbreak, we have taken the very difficult decision to postpone the opening of Alton Towers Resort Theme Park [and to close our Hotels and support offices] as a precautionary measure. While we have been looking forward to welcoming visitors this weekend, we believe that this decision is the right thing to protect the health and wellbeing of our employees and guests. 

Please review the FAQs below to find out how your booking is affected and who to contact if you need further assistance. 

The decision to close Alton Towers Resort temporarily is based on the latest guidance from the Government in response to the Covid-19 outbreak.   

Alton Towers Resort will remain closed until further notice.  We are in contact with the relevant authorities and will work to reopen the Resort to guests as soon as it’s appropriate to do so.  We will be contacting guests with bookings to stay at the Resort between today (19th March 2020) and 25th April to advise them on how to rearrange or cancel their bookings.

Frequently Asked Questions - Short Breaks

For guests with short breaks arriving up to and including 25th April 2020, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional costs (subject to availability).

Please visit the Manage My Booking site and complete the booking amendment form, including your booking reference and the preferred date you would like to rearrange your booking to. Our team will get back to you as soon as possible.

If the closure extends beyond 25th April, then any guests with bookings for arrival whilst the park is closed will be contacted in due course.  These bookings can then be rearranged in the same way.

Please understand that we are prioritising guests with bookings in the next few weeks. Any short breaks bookings for stays beyond 25th April 2020 will, at this time, be subject to regular terms and conditions, if you wish to cancel, you will be subject to cancellation charges as per the terms & conditions. If you purchased the cancellation protection, you can cancel and receive a full refund for the cost of your booking, excluding the cost of the cancellation protection. You can move your booking to another date, if you wish to move your stay, please contact our Short Breaks team using the contact information located on your booking confirmation.

Frequently Asked Questions - Theme Park

If you have booked a ticket to visit Alton Towers between 21st March and 25th April your ticket will be valid for use on any date during the 2020 season (excluding Fireworks events on 6th, 7th and 8th November).  No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Theme Park and present your unused ticket(s) that show the original date (between 21st March and 25th April 2020) at our admissions windows and the team will revalidate your tickets for entry that date.

Please contact gs.feedback@alton-towers.com and the team will be happy to help as quickly as they can.

If you have pre-booked Fastrack bundles, for use between 21st March and 25th April 2020 your fastrack will be valid for use on any date during the 2020 season (excluding Fireworks events on 6th, 7th and 8th November).  No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Theme Park and present your unused ticket(s) that show the original date (between 21st March and 25th April 2020) at our admissions windows and the team will revalidate your fastracks for entry that date.

For any pre-booked Meal Deals, Express Car Parking and/or Digipass, please contact gs.feedback@alton-towers.com and the team will be happy to help as quickly as they can.

Please contact gs.feedback@alton-towers.com and the team will be happy to help you as quickly as they can.

Depending on how long the Resort is closed, we will review the terms and conditions of our 2020 Season Passes to ensure that they still deliver great value for passholders.  Please bear with us whilst we work out all the details of this.  Updates will be posted on our website.

If you are unable to make use of your 2020 Season Pass at all due to the impact of the Coronavirus, please contact our team after 1st October 2020 at gs.feedback@alton-towers.com to discuss your options

Terms and conditions for Alton Towers 2020 Season Passes can be found here: https://www.altontowers.com/tickets-passes/season-annual-passes/season-pass

If you are a Merlin Annual Pass holder, you will be contacted by the Merlin Annual Pass team who will be able to advise what this means for your pass or membership to ensure that you don’t lose out because of the Resort’s temporary closure. 

Frequently Asked Questions - Resort Activities

Please contact waterpark@alton-towers.com  with your booking reference, original visit date and preferred new visit date the team will be happy to help you as quickly as they can.

Please contact gs.feedback@alton-towers.com and the team will be happy to help you as quickly as they can.

Please contact gs.feedback@alton-towers.com and the team will be happy to help you as quickly as they can.

Please contact  waterpark@alton-towers.com  with your booking reference, original visit date and preferred new visit date the team will be happy to help you as quickly as they can.

If you’re having issues using the booking amendment link for your short break, please email us at covid19help@alton-towers.com

Have a short break booked before 25th April? We can move your stay date with no extra cost!

Further to recent updates from the Government on the response to the Covid-19 coronavirus outbreak, we have taken the very difficult decision to close Alton Towers Resort as a precautionary measure.

For guests with short breaks arriving up to and including 25th April 2020, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional cost*

Please visit the Manage My Booking site and complete the booking amendment form, including your booking reference and the preferred date you would like to rearrange your booking to. Our team will get back to you as soon as possible.

We look forward to welcoming you to Alton Towers Resort soon. Thank you for your patience.

*Subject to availability, please provide 3 alternative dates in order of preference, dates allocated on a first come first served basis. Please note – if you have booked a partner Hotel (a Hotel off site), most will honour the price you booked at, however there are a small number which cannot, we will let you know based on the dates you choose.