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Covid-19 – Information for Guests

[Monday 18th May, 2pm]

Since the Resort closed on 20th March, we’ve been working tirelessly to make sure that when it is safe to reopen, we are absolutely ready to welcome guests back to Alton Towers.

As part of the team at Merlin Entertainments, we’ve been taking advice from colleagues across the globe on how best to reopen in line with new safety guidelines.  Our expert teams have created a comprehensive plan: from enhanced cleaning regimes to social distancing measures, we’ll be doing everything we can to make sure that you have a brilliant, safe visit.

Following the latest Government guidelines (issued on 10th May), and given the continued uncertainty about when we will be able to reopen, we are now asking guests with short breaks booked between 1st June up to and including 3rd July to move your booking free of charge.  Please see the FAQs below for information about how to do this.  Our teams will be moving bookings in date order, so please bear with us.  We will get back to you as fast as we can, but we must prioritise guests whose reservations are imminent. 

Guests with pre-booked theme park tickets for dates when the Alton Towers Theme Park is closed will be able to use their tickets on any other day during the 2020 theme park season (excluding Fireworks events on 6th, 7th and 8th November).  Further information for guests with pre-booked and promotional tickets will be published on our website prior to opening.

In our 40th Birthday season, we are determined to be here for you and your families, offering awesome thrills and fantastic memories, as we have done for decades and will continue to do for many more. 

We’ll be sharing our full plans soon.  In the meantime, please keep smiling, clapping and supporting each other. See you soon! #AltonTowersTogether

Alton Towers remains temporarily closed due to the latest Government restrictions and guidelines (issued on the 10th May) and public health guidance in response to the Covid-19 outbreak.   

The Resort will remain closed until further notice.  We are in contact with the Government and relevant authorities and will work to reopen the Resort to guests as soon as it’s appropriate to do so.  We are now contacting guests with bookings to stay at the Resort between 1st June 2020 up to and including the 3rd July 2020 to advise them on how to rearrange their bookings.

We still don’t know for sure whether the phased timing set out by the Government will change or be extended.  We will continue to monitor the situation and keep you up to date with any changes – either from government or from our own plans. We want to get back to doing what we do best – delivering fantastical experiences for you, our guests. Please check our website or social media accounts for further updates.

Frequently Asked Questions - Short Breaks

For guests with short breaks arriving up to and including 3rd July, 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 3rd July, then any guests with bookings for arrival whilst the Resort 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 break bookings for stays beyond 3rd July 2020 will, at this time, be subject to regular terms and conditions. If you wish to move your stay, please click here and complete the contact form. The Short Breaks team will get back to you as soon as they can. Thank you for your patience.

We’ve relaxed our booking amendment terms and conditions so you can now reactivate your booking and move it to another date later in the season, with the price frozen at the original rate.  All affected guests will receive an email from us explaining how they can do this. 

Thank you for moving your short break with us. Our team is extremely busy so please bear with us. We are amending bookings in date order, prioritising those with bookings in the next few days. We will contact you as soon as we can to confirm that your booking has been moved. Thank you for your patience.

Once your short break amendment request has been successfully moved to one of your preferred dates, you will receive an automated email from our hotel system. This may take a few days as we are prioritising those with bookings in the next few days, and please be sure to check your spam folder just in case it’s gone in there! This automated email looks a bit like an invoice and it will state the price of the room for your new stay date, which may be more than you originally paid. However, please rest assured that we have honoured the original price you paid, and your booking has been moved with no additional costs.

If you added extras to your original reservation, such as tickets, these will still apply to your new break. They will be reissued to you with a new overall booking confirmation in the near future from Alton Towers Holidays. Please bear with us as we are amending bookings in date order. Thank you for your patience.

Our Short Breaks Team will contact you to discuss your options and find a solution that works for you.  Please bear with us as we are prioritising moving guests with bookings during the Resort closure period.  Thank you for your patience.

Frequently Asked Questions - Theme Park

If you have booked a ticket to visit Alton Towers between 1st June 2020 and 3rd July your ticket will be valid for use on any date during the 2020 season (excluding Fireworks events on 6th, 7th and 8th November). Further information for guests with pre-booked and promotional tickets will be published on our website prior to opening.

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 and 1st June and the 3rd July, your Fastrack will be valid for use on any date during the 2020 season (excluding Fireworks events on 6th, 7th and 8th November). Please contact gs.feedback@alton-towers.com and the team will be happy to help as quickly as they can.

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.

All Alton Towers 2020 Season Passes purchased before 18th May 2020 will now be extended for use until 30th June 2021.  This includes both Standard and Premium passes.  You don’t need to do anything, the expiry date of your pass will automatically be extended.  All other Season Pass terms and conditions will remain the same. 

If you have a Merlin Annual Pass, we will be adding free months to your Merlin Annual Passes for the duration that our attractions are closed. Please be assured that you do not need to do anything, we are taking care of this for you. At the same time, we will review the terms and conditions of Merlin Annual 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: https://www.merlinannualpass.co.uk/coronavirus

If you have a Merlin Monthly Membership, we will continue to suspend monthly payments until our attractions reopen. At the same time, we will review the terms and conditions of Merlin Annual 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: https://www.merlinannualpass.co.uk/coronavirus

We are really excited about Gangsta Granny: The Ride and we want to launch it with full celebrations and fanfare at a time when everyone can come and enjoy it.  We look forward to launching GGTR and the other attractions in the brand-new area inspired by The World of David Walliams with all the ceremony they deserve next year.

Frequently Asked Questions - Resort Activities

Please contact gs.feedback@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.

We are in contact with Picsolve and other alternative photography providers.  We hope to have a solution in place before the Resort reopens and we will update our website with information for Annual / Season Digipass holders as soon as we can.

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

Latest information regarding Coronavirus

Further to recent updates from the Government on the response to the Coronavirus (COVID-19) outbreak, we have taken the very difficult decision to close Alton Towers Resort until further notice.

Have a short break booked when the Resort is closed?
Following the latest Government guidelines (issued on 10th May), and given the continued uncertainty about when we will be able to reopen, we are now asking guests with short breaks booked between 1st June up to and including 3rd July to move your booking free of charge. Please see the FAQs below for information about how to do this. Our teams will be moving bookings in date order, so please bear with us. We will get back to you as fast as we can, but we must prioritise guests whose reservations are imminent.

Have a Park ticket pre-booked when the Resort is closed?
Guests with pre-booked theme park tickets for dates when the Alton Towers Theme Park is closed will be able to use their tickets on any other day during the 2020 theme park season (excluding Fireworks events on 6th, 7th and 8th November). Further information for guests with pre-booked and promotional tickets will be published on our website prior to opening.

In our 40th Birthday season, we are determined to be here for you and your families, offering awesome thrills and fantastic memories, as we have done for decades and will continue to do for many more.
We’ll be sharing our full plans soon.
In the meantime, please keep smiling, clapping and supporting each other.

See you soon! #AltonTowersTogether

Info & FAQs