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Covid-19 – Information for Guests

Your escape to Alton Towers Resort awaits!

In line with the latest Government guidance, Alton Towers Theme Park and selected self-contained accommodation are now open. We are delighted to confirm that our indoor attractions, including Gangsta Granny: The Ride, and additional accommodation (Alton Towers Hotel, Splash Landings Hotel, CBeebies Land Hotel) are now open. In addition, the Alton Towers Waterpark, Spa and Rollercoaster Restaurant will also become available for guests to enjoy.

The health and wellbeing of our guests and employees remains our top priority. We have additional hygiene and safety measures in place throughout the Resort including temperature checks on arrival, enhanced cleaning, one-way systems, and social distancing markers in our ride queues, shops, restaurants and more. We continue to monitor, review and follow local authorities and central Government advice. We ask that all our guests do the same to help protect themselves and each other. We kindly ask that all guests aged 16 years and over support the NHS Test & Trace by using the QR codes around the Resort throughout your visit.

To allow for social distancing and additional cleaning in our Covid-secure venue, we have reduced the number of guests that we let into the Resort each day and all guests must pre-book their tickets prior to arrival.

We ask guests to respect the Government guidance at the Resort and continue to adhere to the rule of six/two family rule. From May 17th, onwards, in line with the Government recovery roadmap for England, people will be allowed to gather outdoors in groups of up to 30.  However indoor limits will be 6 (or 2 households/single household/bubble). If you are visiting the Theme Park in a larger group you must observe indoor gathering limits across our indoor rides, restaurants, hotels, retail outlets and any other indoor environments where you will be asked to split up when entering.  Guests are asked to be respectful of other guests and are asked to:

    • Maintain social distancing between themselves and other guests in our queue lines
    • Avoid gathering in larger groups in busier areas of the Park
    • Work with our teams if we request you to split into smaller groups to help maintain social distancing

Group tickets will only be available for up to 30 people for our outdoor day attractions and will not include hotel or restaurant bookings.

While at the Resort we ask all guests to respect each other, our employees and our guidelines on maintaining good hygiene, keeping a safe distance between others and wearing masks on all rides and any other locations (for all guests aged 11 years and over) where they are required**.

If you or anyone from your household displays any symptoms of Covid-19, please postpone your visit. If you need to rearrange your visit due to local travel restrictions, or Covid-related illness, details of who to contact can be found in our Frequently Asked Questions (FAQs) below.

To prepare for your visit, please watch the video and read our FAQs below.

Thank you for playing your part and see you soon!

*Government exemptions are outlined here.

**People with certain health conditions and people with a disability are exempt. Water/splash rides also excluded.

In order to provide our guests with a quicker and easier guest journey, the Resort introduced a mask exemption card for our guests to use throughout their day with us of which they can collect from Guest Services.

The card is of course entirely optional; however, its sole purpose is to enable our guests  to visit everything they want to, without being questioned by our teams where their mask is on a regular basis throughout the day.

Frequently Asked Questions - Reopening Information

In line with the Government guidance and recovery roadmap Alton Towers Resort reopened its Theme Park and selected self-contained accommodation from Monday 12th April 2021.

We are delighted to confirm that from May 17th our indoor attractions, including Gangsta Granny: The Ride, and additional accommodation (Alton Towers Hotel, Splash Landings Hotel, CBeebies Land Hotel) will be open. In addition, the Alton Towers Waterpark, Spa and Rollercoaster Restaurant will also become available for guests to enjoy.

In line with the latest Government guidance, we are delighted to confirm that the Alton Towers Waterpark will open as part of ‘Step 3’ from May 17th 2021.

In line with the latest Government guidance, we are delighted to confirm that the Alton Towers Spa will open as part of ‘Step 3’ from May 17th 2021.

Waterpark Bookings: Please contact waterpark@alton-towers.com and the team will be happy to help you as quickly as they can.

Spa Bookings: Please contact spa@alton-towers.com and the team will be happy to help you as quickly as they can.

At present, our Woodland Lodges, Luxury Treehouses and Stargazing Pods are open for you to enjoy an escape to Alton Towers Resort! They offer self-contained accommodation with the necessary amenities required to open. Our remain accommodation (Alton Towers Hotel, Splash Landings Hotel and CBeebies Land Hotel) will open from May 17th.

All guests with Theme Park tickets between 20th March and 11th April 2021 (when the Theme Park is closed) will be able to move their booking to a new date. You will shortly receive an email with details on how to re-book.

We know that especially for you, our loyal Passholders, the past year hasn’t been what any of us expected or planned for. We’ve been so grateful for your continued helpful feedback throughout these unprecedented times which have been key in helping us to make the right decisions on what all of these changes mean for you. In light of this, and to ensure that you have all of the information you need following the latest Government announcement, we will shortly be following up with a dedicated Merlin Annual Passholder update soon. For any further queries relating to MAP please visit www.merlinannualpass.co.uk.

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.

Following the recent government announcement, please bear with us whilst we work through affected bookings, in order of nearest stays first. Our teams are working hard to contact guests and will be in touch shortly. We thank you for your patience.

In line with Government guidelines, self-contained accommodation must only be used by members of the same household. 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.

From Step 3/17th May

No – in line with the Governments Recovery roadmap indoor attractions and hotels still need to adhere to the rule of six (or two households/bubble). Group tickets will only be available for up to 30 people for our Theme Park.

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

The Theme Park opening will be in line with the latest Government guidance set out in ‘Step 2’. We have been in contact with the Government and relevant local authorities and our phased reopening plans are in accordance with recent updates from the Government in response to the COVID-19 coronavirus.

We are looking forward to welcoming guests back to our attractions and the health and safety of our guests and staff is always our number one priority. We will continue with our additional hygiene and safety measures which guests will see throughout the attraction and which were successfully introduced and used last year.

The Resort will continue to provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. Please note that in addition to previous measures, all guests (over 11 years old) will now be required to wear masks on all our rides* which may be different to your previous visit. You can find our complete Health & Safety guide and our latest video here www.altontowers.com/plan-your-visit/before-you-visit/know-before-you-go/

*Exemptions apply including no mask wearing on water rides.

While at Resort we ask all guests to respect each other, our employees and our guidelines on maintaining good hygiene, keeping a safe distance between others. All guests (over 11 years old) will now be required to wear masks on all our rides (excluding water rides) and any other locations where they are required. People with certain health conditions and people with a disability are exempt. Government exemptions are outlined here.

In order to provide our guests with a quicker and easier guest journey, the Resort introduced a mask exemption card for our guests to use throughout their day with us of which they can collect from Guest Services.

The card is of course entirely optional; however, its sole purpose is to enable our guests  to visit everything they want to, without being questioned by our teams where their mask is on a regular basis throughout the day.

To be safely admitted into the Resort, employees and guests are asked to participate in a temperature check using a non-touch thermometer. These non-invasive temperature checks are being applied as a condition of entry.

Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be allowed to enter.  In this event we will gladly rebook your visit when convenient and at no additional cost; we do not expect anyone to be penalised for doing the right thing.

Visitors with certain health conditions and disabilities related to higher bodily temperatures should speak to the Guest Relations team upon booking to ensure we can provide the correct assistance on an individual basis.

Those showing COVID-19 symptoms are also requested not to visit the attractions and parks. We are asking all our guests to play their part in helping to protect themselves and each other.

We understand that some guests may have certain health conditions and disabilities that may cause them to run a higher temperature. Our non-invasive temperature checks are specifically checking for bodily temperatures of 37.8 Celsius or higher, which is considered a fever, to help ensure the safety of our staff and guests. This is in line with UK Government guidance.

If you have any concerns, please contact our Guest Relations team on gs.feedback@alton-towers.com before your visit to ensure we can provide the correct assistance on an individual basis.

We have reviewed all areas of the Resort focussing on areas where people tend to gather.  Where necessary we have installed spatial markers to help promote social distancing, and suggested alternative routes or one way systems to ensure the safe movement of guests. 

Please pay attention to the new signage around the grounds, which display important safety information and highlight social distancing measures, including chevrons and floor stickers.

All our toilet facilities on the theme park will be open for guests.  We have introduced new measures within these facilities to ensure spatial distancing and we’ll be performing enhanced cleaning throughout the day, including regular sanitisation of frequent touch points.  Please pay attention to the new signage on display there.

As with other indoor spaces, guests over the age of 11 are required to wear a face mask inside our toilet blocks unless they have a valid exemption.

We do acknowledge that some of our guests have health conditions which mean they are not able to wear a face mask whilst visiting our Resort. If you are medically exempt, please visit our new Guest Services, located in No1 Towers Street, on the day of your visit and discuss this with our team.

Please kindly be advised that guests over the age of 11 without a valid exemption will not be permitted to enter our gift shops and retail spaces.

In order to provide our guests with a quicker and easier guest journey, the Resort introduced a mask exemption card for our guests to use throughout their day with us of which they can collect from Guest Services.

The card is of course entirely optional; however, its sole purpose is to enable our guests  to visit everything they want to, without being questioned by our teams where their mask is on a regular basis throughout the day.

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

Up to May 16th, in line with current guidelines, you can only book up to six tickets.

From May 17th onwards, in line with the Government recovery roadmap for England which will allow people to gather outdoors in groups of up to 30, you will be able to book up to 30 tickets. However indoor limits will be 6 (or 2 households/single household/bubble).

If you are visiting the Theme Park in a larger group you must observe indoor gathering limits across our indoor rides, restaurants, hotels, retail outlets and any other indoor environments where you will be asked to split up when entering.  Guests are asked to be respectful of other guests and are asked to:

  • Maintain social distancing between themselves and other guests in our queue lines
  • Avoid gathering in larger groups in busier areas of the Park
  • Work with our teams if we request you to split into smaller groups to help maintain social distancing

As stated in the Government restrictions indoor limits will still be 6 (or 2 households/single household/bubble). If you are coming in a larger group, you must observe indoor gathering limits across our restaurants and indoor food and beverage outlets. Our teams will work with you to split into smaller groups of six to seat you.

As part of our continued efforts to keep the Resort a safe place to visit and work, we ask that all guests over 16 also check-in to restaurants using the NHS app.

Outdoor rides and attractions are currently open with our remaining indoor attractions opening May 17th , majority of our rides and attractions are currently open and a small number of our indoor attractions will remain temporarily closed under current guidelines.

We are delighted to confirm that Gangsta Granny: The Ride will open May 17th! For more information and book your escape to Alton Towers Resort and join Ben and Granny on the heist of a lifetime

Frequently Asked Questions - General/Health

We kindly ask that you help us ensure the Resort remains a safe place to work and play by following the latest guidance relating to travel in your local area. Anyone affected by changes in Government guidance relating to COVID 19 should contact our Guest Services team on gs.feedback@alton-towers.com to re-arrange their visit.

We understand that in some circumstances, or if you or one of your party, is shielding or self-isolating, you may request to change the date of your visit to our attraction.

For Theme Park tickets please email gs.feedback@alton-towers.com to discuss rearranging your booking.

For Short Breaks please visit the Help Centre

For Water Park tickets please email Waterpark@alton-towers.com

For Spa bookings please email spa@alton-towers.com

 

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.

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

To be safely admitted into the Resort, employees and guests are required to take part in a temperature check with a non-touch thermometer. These non-invasive temperature checks are being applied as a condition of entry. Our teams will be on hand to reassure anyone who feels uncomfortable with this process.

Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be go ahead with their visit. Those showing COVID-19 symptoms are also requested not to visit the Resort until they feel better.

Those guests who do not wish to consent for a temperature check may have a refund. Those people with certain health conditions and disabilities related to high temperatures should speak to the customer services team before visiting. Please email gs.feedback@alton-towers.com at least 7 days before you plan to visit the Resort to discuss.

Guests who are staying in the hotels, once temperature checked, will be asked to wear a wristband for the duration of their stay.  This is to help our staff recognise that you have already participated in a temperature check and to avoid the inconvenience of being asked to do another one. 

 

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