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Covid-19 – Information for Guests

Latest Update - 14/01/2021

Following the latest Government guidance, and the return to Lockdown in England from 5th January, Alton Towers Resort remains temporarily closed. Please do not travel to the Resort.

All short break guests with bookings up to and including 28th February 2021 will be contacted by our team via email.

Our customer services team are dealing with a high volume of enquiries and are working hard to respond to everyone as quickly as possible.  If your booking has been affected by the temporary closure of the Resort, we ask you to review the Frequently Asked Questions below.

From all of us at Alton Towers Resort, stay safe and we look forward to seeing you again soon.

Frequently Asked Questions - Resort Temporary Closure

Following the latest Government guidance, and the return to Lockdown in England from 5th January, Alton Towers Resort remains temporarily closed. Please do not travel to the Resort.

Following the most recent update from the UK Government on its response to COVID-19, we can confirm that Alton Towers Resort remains temporarily closed as a precautionary measure.  

We are contacting guests with short breaks in the coming weeks, who are affected by this closure, to help them rearrange their visit.

Any further updates and information about our re-opening will be posted on our website and social media in due course.

Unfortunately, our Resort hotels and accommodation cannot reopen at the moment.  If you had an overnight booking up to and including 28th February, your trip will be automatically converted into a monetary voucher which you can use to book a visit later in 2021.  You will received an email with details of your voucher and how to redeem it for a future stay.

In the event that overnight stays currently booked for a later date are affected by the temporary closure, our teams will be in touch.

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 - 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.

Any short breaks bookings for stays arriving on 12th February and beyond 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 and 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 also move your booking to another date.

If you wish to discuss your options regarding your Short Break please visit the Help Centre using the link below: https://help.altontowersholidays.com/hc/en-gb

Yes, we have already opened up booking for Santa’s Sleepover and Festive Break dates in 2021 so you can use your voucher to book those.  If there is a difference in the price, you will need to pay the difference.

Please note that we have NOT yet put New Year’s Eve 2021 on sale as we really hope that we’ll be able to host a proper celebration by then.  We will update our website once we have more information about our New Year’s Eve 2021 package.

Our hotels are temporarily closed until at least 11th February 2021.  We really hope to be able to reopen some of the Resort after that and we’ll update our website and social media channels with more information on this soon.  Please keep checking for updates.

Visiting us once we re-open?

Guests over the age of 11 are required to wear a face mask in order to go on a number of rides and rollercoasters, and within any indoor space including queues, gift shops, indoor ride and attractions, toilets, arcades and hotel lobbies. 

Where mask wearing is required, any guests over the age of 11 without a valid exemption will not be permitted to ride or enter any enclosed buildings without a mask.

Children under 11, people with certain health conditions and people with a disability are exempt. 

Guests who simply do not wish to wear a mask will now be refused entry to our rides, attractions and buildings. In indoor restaurants and cafes, guests will be allowed to remove their masks to consume food and drinks once they have sat down.

This is in line with recent updated UK Government advice https://www.gov.uk/coronavirus and regulations across England. We encourage all our guests to help protect themselves and each other when visiting our attractions.

Guests over the age of 11 will be required to wear a face mask on the following rides, indoor attractions and queue lines:

  • Nemesis, Galactica, Oblivion, The Smiler, Wicker Man, Rita, TH13TEEN, Enterprise, Blade, Runaway Mine Train, Marauder’s Mayhem In the Night Garden Magical Boat Ride, Hex, Duel & Sharkbait Reef by SEA LIFE

Guests over the age of 6 will be required to wear a face mask on the Skyride. This advice is in line with the latest UK Government regulations across England on public transport.

Guests must bring a suitable mask with them when they visit or buy one whilst they’re here.  Guests will not be permitted to ride without a face mask, unless they are under the age or 11 (or 6 for the Skyride) or have certain medical conditions / disabilities.  Please contact our Guest Relations team on gs.feedback@alton-towers.com if you have any questions about this.

Where mask wearing is required, any guests over the age of 11 without a valid exemption will not be permitted to ride without a mask.

We have raised our exemption age for wearing a mask from 6 to 11 years old to fall in line with Government guidance. Our previous exemption age of 6 years old was based on comparisons with other industries that were also mandating face coverings made before any Government guidance that applied to settings like ours. Now there is clear guidance from Government on the exemption age for a number of different settings, we have changed to make it easier for our guests and our teams to follow.

Please note, children under 11, people with certain health conditions and people with a disability are exempt. 

Guests over the age of 11* should bring and wear a suitable face covering when entering or exiting through one of our gift shops. This advice is in line with current UK Government regulations for retail spaces in England from the 24th July https://www.gov.uk/coronavirus, which we are monitoring closely. We encourage all our guests to help protect themselves and each other. 

* Children under 11, people with certain health conditions and people with a disability are exempt. 

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

We do acknowledge that some of our guests have health conditions which mean they are not able them to wear a face mask whilst visiting our Resort. If you are medically exempt, please visit our Box Office team on the day of your visit and discuss this with out team.

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

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.

Toilets are open for Festive Day Out guests in Admissions, Mutiny Bay, CBeebies Land and Fountain Square.  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.

Frequently Asked Questions - Group Sizes

We’ve limited the number of tickets that can be purchased in line with the latest Government guidance for Tier 3 areas.  If you are visiting Alton Towers for a Festive Day Out, please only visit in groups of six people or less.

As we are in a Tier 3 area, the ‘rule of six’ applies whilst visiting our outdoor attractions, but you must remain within your household when inside. To support this, we have limited the number of tickets that can be bought on our website to a maximum of six. 

Our ‘Social Distancing’ stewards will continue to remind guests to follow the current Government guidance including mask wearing in certain areas (including indoor venues) keeping to household groups or bubbles and keeping social distancing in queue lines and throughout our attraction. Guests who repeatedly and wilfully refuse to comply with social distancing or group size restrictions will be asked to leave the Resort.

As a COVID-19 Secure venue we can still host larger numbers in total but groups of up to 6 must not mix or form larger groups*

* This rule will not apply to individual households or support bubbles of more than 6 who will still be able to gather together.

We will continue to use our Crowd Stewards to help guests stay safe during both peak and off-peak periods. They play a vital role in helping us to

  • Monitor social distancing measures
  • Ensure mask wearing is taking place in appropriate enclosed buildings/and on selected rides
  • Check group size restrictions are being observed

We encourage all our guests to help protect themselves and each other when visiting our Resort. Please follow all our COVID safety requirements and kindly follow the instructions of our Crowd Marshalls.

Guests who repeatedly and wilfully refuse to comply will be asked to leave the attraction

Frequently Asked Questions - General/Health

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

 

From the 24th September, you will be able to find NHS QR code ‘check-in’ posters at key points around the Resort. These QR posters can be scanned on the NHS COVID-19 smartphone App.

You are encouraged to scan the NHS QR code with your smartphone on arrival at our attractions, hotels and when entering one of our seated restaurants (not required in our takeaway food outlets). If you choose to log-in using the official NHS QR code, you do not need to provide your contact details by any other route. However, we will still offer a ‘manual’ option for recording your contact details (lead person only), for people who do not have a smartphone or do not want to use the NHS COVID-19 App.

This QR check-in service is optional.  For people who do not have a smartphone, or do not want to use the NHS COVID-19 App, we will continue to manually record lead guest information (including via our booking systems). However, we do ask that you support the NHS Test & Trace scheme by leaving your details with us during your visit.

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

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.

As Alton Towers is in a Tier 3 area, we ask that you do not visit Alton Towers at the moment.  Although parts of our Resort are open, this is for the benefit of local people within our Tier 3 area.  Please stick to the Government advice for your area and do not travel to the Resort.

If you live within Staffordshire or the neighbouring villages of Derbyshire, you are welcome to visit Alton Towers.  If you live elsewhere in the country, we ask that you do not visit Alton Towers at the moment.  Please stick to the Government advice for your area and do not travel to the Resort.

For the latest Government guidance on what counts as your local area please check here

If you live in a Tier 4 area you must comply with the Government guidance for your area.  Please do not travel to the Resort.

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

Guests will be required to wear a face mask in order to go on a number of rides and rollercoasters at Alton Towers Resort.

We encourage guests to bring a suitable mask with them when they visit our attraction.   Only securely fitted face masks should be worn on rides for safety reasons and we would recommend removing face masks on water rides in case they get wet. Face masks are not required for children under the age of 6 or for people with certain health conditions and/or disabilities.

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