• Tue 15th: 10am - 6pm
  • Wed 16th: 10am - 6pm
  • Thur 17th: 10am - 6pm
  • Fri 18th: 10am - 6pm
  • Sat 19th: 10am - 6pm
  • Sun 20th: 10am - 6pm
  • Mon 21st: 10am - 6pm






TERMS AND CONDITIONS

 

Alton Towers Theme Park 

Fastrack 

All Day Dining  

Alton Towers Annual Pass 

Merlin Annual Pass 

Accommodation 

Enchanted Village Hot Tub Disclaimer 

Alton Towers Waterpark 

Alton Towers Spa 

Enchanted Forest Tree Top Quest  

Enchanted Forest Tree Top Quest Disclaimer 

Promotions and Competitions 

UK Claims Notifications Enquiries 

Alton Towers Theme Park

 

TERMS AND CONDITIONS OF ENTRY

 

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Attraction The Alton Towers Resort or any part of it;
Merlin/’Us’/’We’/’Our’ Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ;

Please note that these Entry Conditions are subject to health and safety rules and regulations applying to individual rides and attractions which can be found at the entry point to each ride and attraction.

You are admitted to this Attraction subject to the following Entry Conditions. If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Attraction, you must comply with any reasonable instructions given to you by our personnel or any third party instructed on our behalf. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times.

General:

For health and safety reasons (due to the topographical features of the Attraction), wheelchairs are the only transport device permitted within the Attraction.


Our commitment to provide a service:

We will endeavour to ensure that as many rides and attractions as possible are available for use by guests at the Attraction. However, we reserve the right, without prior notice, to close and change the programme of rides and attractions and/or the Attraction's operating hours. Merlin in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the number of persons having access to the Attraction. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Attraction is closed for any of the reasons set out above, we reserve the right to offer substitute tickets for admission to the Attraction on an alternative date in substitution for any other form of redress.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who: acts in an inappropriate and/or undesirable manner whilst travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to us by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in our opinion, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace; climbs or stands upon fences, barriers, walls, safety fences, rock arrangements, ride structures, exhibits or any other buildings at the Attraction; enters or attempts to enter any part of the Attraction which is a restricted or prohibited area as determined by Merlin, including ride areas, workshops and changing rooms. We reserve the right to initiate legal proceedings or prosecute any person who: is found damaging or defacing any part of the grounds, fences, barriers, walls, ride structures, exhibits, fabrics or buildings at the Attraction or; has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or; has previously acted in any manner which has caused any person to report that individual to Merlin or; is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket or; has purchased or obtained any tickets or discount vouchers from a ticket tout or Merlin reasonably believes that they have purchased a ticket from an unauthorised source. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund.

Tickets/admissions:

THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid ticket. The sale of tickets/vouchers by anyone other than Merlin is strictly prohibited. Only persons authorised by us are permitted to sell or offer for sale any items to guests within the Attraction grounds. All tickets are non-transferable, not for resale and will become automatically void on any transfer for value. Tickets purchased are only valid on the date printed on the ticket. Tickets may not be valid for special events or concerts which may attract a separate admission fee. Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Non-dated tickets booked in advance do not guarantee admission to the Attraction, especially during busy times or on specific days when there are special events. Tickets booked online will be delivered in accordance with our delivery procedure. If tickets are bought on behalf of other guests, the buyer accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. If re-entry into the Attraction is required, an appropriate hand-stamp or ticket must be obtained, before exiting the Attraction which must be shown at the time of re-entry to regain access. Tickets must be retained at all times and submitted for inspection if required by Merlin. No child or children under the age of 12 will be admitted to the Attraction unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including of e-cigarettes) is strictly prohibited other than in the designated smoking areas identified on the park map. All rides, attractions, amusements, transport systems and any other facilities located at the Attraction must only be used in accordance with the relevant manufacturer’s or operator's instructions which may include restrictions in relation to users’ height, weight and size.
Your dress & appearance must be suitable for a family theme park:
You must wear appropriate clothing (including a top and shoes) at all times whilst at the Attraction. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Attraction. Stilettos and loose clothing are not allowed on some rides due to health and safety reasons.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. A parking fee applies. If you lose your car park ticket, you will have to buy a new ticket. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and we reserve the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Attraction. Accordingly, intoxicating liquor may not be brought into the Attraction except with the express permission of Merlin and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Attraction without any right to a refund. CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction.

Animals:

Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Attraction. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Attraction provided that these are solely for private use and are not sold or used for any commercial or public purpose. You are prohibited from taking photographs and/or recordings whilst on any ride and/or attraction. Please note that harnessed or fixed cameras, including, but not limited to, GoPro or similar brandss, are not allowed on any ride and/or attraction in any circumstances. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Our Liability

Merlin accepts no responsibility for any loss and/or damage suffered by you as a result of any event outside our control (including any distress, inconvenience, anxiety or loss of enjoyment arising from the evacuation of the Attraction). This does not affect your statutory rights.

 


 

Fastrack 

Fastrack tickets have limited availability. These tickets are non transferable and must be used on day of purchase. Fastrack tickets do not give choice of seating and may still incur a wait time. Please check at the entrance to the attractions for the restrictions, which apply in all cases. Fastrack tickets can only be used once on each attraction listed on the ticket, with the exception of Fastrack Platinum, which is for unlimited use on the day. The unlimited Fastrack tickets require guests to leave the ride and re-join the Fastrack queue. Prices subject to change. 

 


 

Resort All Day Dining Terms and Conditions

  • All products purchased with ‘All Day Dining’ must be consumed by the holder. All products must be consumed on the Theme Park, on the day of purchase.
  • Any sharing or misuse will result in confiscation of your card and wristband; you may also be ejected from the Theme Park without compensation.
  • In order to use ‘All Day Dining’, all holders must have a valid wristband and adults to have a card at all times.
  • ‘All Day Dining’ is valid until the advertised ride close time (please see digital signage or speak to a team member).
  • Restaurant opening times and availability may vary.
  • Each ‘All Day Dining’ transaction is limited to one main meal, one side order and one drink. You may not return to the same outlet with 30 minutes.
  • Canned, bottled and alcoholic drinks are not available in the ‘All Day Dining’ offer (excluding water).
  • The card and wristband issued will not be replaced if lost or damaged.
  • Alton Towers Resort accepts no liability if you feel you have not made satisfactory use of the ‘All Day Dining’ offer and it is strictly non-refundable.
  • Children’s ‘All Day Dining’ package is only available for 3-11 year olds. All children must order from the children’s menu where applicable.
  • Alton Towers Resort reserves the right to withdraw this offer without prior notice and is not available during special events.
  • Certain meal item restrictions may apply – including supplements in Woodcutters Bar & Grill. All restrictions are highlighted with ‘All Day Dining’ logo.
  • ‘All Day Dining’ can be used at any food & beverage restaurant or outlet featured on the Theme Park map (excluding: Rollercoaster Restaurant, Nitrogenie, Eastern Express, mobile carts, Retail shops and kiosks).
  • A minimum of two ‘All Day Dining’ packages must be purchased per transaction.

 


 

Alton Towers Resort Annual Pass

Terms and Conditions of Benefits

  1. The Alton Towers Theme Park Annual Pass permits entry to Alton Towers Theme Park only.
  2. Each Annual Passholder will be issued with his/her own Annual Pass.
  3. Family Annual Pass options are as follows:  
    • Family of 3 – consisting of either two individuals 12 years of age and over and one individual under 12 years of age, or one individual 12 years of age and over and two individuals under 12 years of age;
    • Family of 4 – consisting of either two individuals 12 years of age and over and two individuals under 12 years of age, or one individual 12 years of age and over and three individuals under 12 years of age;
    • Family of 5 – consisting of either two individuals 12 years of age and over and three individuals under 12 years of age, or one individual 12 years of age and over and four individuals under 12 years of age;
    • Family of 6 – consisting of either two individuals 12 years of age and over and four individuals under 12 years of age, or one individual 12 years of age and over and five individuals under 12 years of age.Each family member will be issued his/her own Annual Pass. 
  1. The purchaser of the Annual Pass must be 18 years or over.
  2. The Annual Pass entitles the holder to admission to the Attraction for a period of 12 months from the date of issue (“Validity Period”).  Please check opening and closing dates before visit.  Please note that the theme park is not open all year round.
  3. Upon purchase of a Disabled Alton Towers Theme Park Annual Pass (“Disabled Pass”) the Disabled Passholder will be issued with a free carer Alton Towers Theme Park Annual Pass (“Carer Pass”).  The Carer Pass may only be used by a designated carer when accompanying a Disabled Passholder.  Misuse of the Carer Pass will result in both the Disabled Pass and the Carer Pass being revoked without compensation.
  4. Alton Towers Resort, in its absolute discretion, reserves the right to vary the opening and closing dates of the Attractions and to close, remove or cancel all or any part of the rides, events or facilities within the Attractions for any reason including, but not being limited to technical, health and safety and/or operational reasons or due to special events or private functions.  For the avoidance of doubt, the full value or any part of the value of the Annual Pass will not be refunded nor will any compensation be payable if any of Attractions are removed or closed during the year.
  5. Additional charges apply for entry into:  
    • any concerts taking place at the Attraction;
    • any themed special events taking place at the Attraction such as Alton Towers Fireworks;
    • all Christmas event openings;
    • secondary Attractions including, but not limited to, the Alton Towers Waterpark, Extraordinary Golf, Alton Towers Spa and Scarefest Mazes.  
  1. The authorised holder of the Annual Pass must show the Annual Pass at the turnstile.
  2. All Annual Passes remain the property of Alton Towers Resort and can be withdrawn at any time.  Annual Passes are non-transferable and cannot be sold, loaned or given away to or used by a third party.  Access may be denied to the park in the event of fraud or misuse of the Annual Pass, and the Annual Pass can be withdrawn from any person whose conduct is deemed to be inappropriate in the absolute discretion of Alton Towers Resort.  Inappropriate conduct includes, but is not limited to, allowing or assisting a third party to attempt to gain unauthorised or improper access to any Attraction with an Annual Pass of which they are not the valid holder. For the avoidance of doubt no refund will be given in such circumstances.
  3. Possession of the Annual Pass does not guarantee entry to the Attraction.  The management of the Attraction reserves the right to refuse admission for any reason as provided by each Attraction’s regulations including, but not being limited to, the Attraction reaching full capacity.
  4. Entry to Alton Towers Theme Park will not be permitted in the event a valid Annual Pass cannot be presented for any reason including, but not being limited to, the Annual Pass being lost, stolen or forgotten.  Failure to present a valid Annual Pass will result in a charge of the “on the day” admission rate, which will be non-refundable.  Re-entry on the same day requires a hand stamp.
  5. Annual Passes cannot be used in conjunction with any promotional offer, voucher or advance booking or with any other offer, discount or retail/restaurant incentive.
  6. Refunds are not available in any circumstances.  This does not affect your statutory rights as a consumer.
  7. Lost Annual Passes should be reported to Alton Towers Resort immediately.  Contact annual.pass@alton-towers.com.
  8. In the event of a lost Annual Pass, Alton Towers Resort will re-issue a replacement Annual Pass.  Up to three replacement Annual Passes can be issued during the Validity Period.  An administration fee of £10 will be charged for the re-issue of each lost Annual Pass.
  9. Once an Annual Pass reaches its expiry date you qualify for a reduced renewal rate provided that you renew your Annual Pass within 8 weeks or expiry and are able to present your expired card.
  10. Alton Towers Resort is entitled to use your details to contact you in relation to service information including, but not being limited to, information about changes to these Terms and Conditions of use, expiry and/or renewal reminders.  Alton Towers Resort will not use your details for marketing purposes unless you opted in to receive such information at the time of purchasing the Annual Pass.
  11. Alton Towers Resort is entitled, in its absolute discretion, to change the price payable for its Annual Pass at any time and for any reason, and may, from time to time, offer pricing or promotional offers at specific Attractions.
  12. Alton Towers Resort reserves the right to vary these Terms and Conditions by giving you no less than 30 days written notice of such variation.
  13. On the presentation of an Annual Pass, Annual Passholders may receive discounts and/or benefits from third parties.  Such third parties are subject to change.  Alton Towers Resort is entitled to remove and/or withdraw any or all third party discounts and/or benefits in its absolute discretion at any time and for any reason.
  14. Visitors under 12 years of age to Alton Towers Resort and Theme Park must be accompanied by an individual aged 18 years or over.
  15. Visitors under 3 years of age may enter Alton Towers Theme Park free of charge.
  16. Height, weight, size and age restrictions and medical warnings apply to certain rides and attractions.

 


 

Merlin Annual Pass

For Merlin Annual Pass Terms and Conditions please visit www.merlinannualpass.co.uk

 


 

Accommodation

TERMS AND CONDITIONS OF ENTRY

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Accommodation. Please assist us in ensuring our Accommodation and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Accommodation The Alton Towers Hotel, the Splash Landings Hotel and the Enchanted Village at the Alton Towers Resort;

Merlin/Us/We/Our Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ;

All booking reservations at the Accommodation are subject to the following Entry Conditions. If you do not comply with them you may be removed from the Accommodation by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Accommodation, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on our behalf. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. Please note that entry to Alton Towers theme park is subject to the theme park terms and conditions of entry and entry to the waterpark is subject to the waterpark terms and conditions of entry.

General:

For health and safety reasons wheelchairs and mobility scooters are the only transport device permitted within the Accommodation, although not all rooms are accessible via these means. It is therefore important that you inform us of any special access requirements prior to making a booking. You are not permitted to bring any food and/or drink into the Accommodation and only food and/or drink purchased at the Accommodation can be consumed whilst in the Accommodation. Deliveries of any nature are not permitted at the Accommodation.

Our commitment to provide a service:

We will endeavour to ensure that as many facilities as possible are available for use by guests at the Accommodation. Merlin reserves the right, without prior notice, to change the operating hours of such facilities. Any special requests with regard to rooms/accommodation need to be made at the time of making your booking and we shall use our reasonable endeavours to accommodate such requests, although these cannot be guaranteed. Some requests may incur extra charges which will be notified to you by us. Merlin in its absolute discretion reserves the right to close the whole or any part of the Accommodation and/or any facilities within the Accommodation at any time or to restrict the number of persons staying at the Accommodation. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if we reasonably consider the circumstances so require. If the whole or any part of the Accommodation is closed for any of the reasons set out above, we shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure. We reserve the right to offer a substitute booking on an alternative date in substitution for any other form of redress. We reserve the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Guest Services Manager within the Accommodation. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Guest Services Manager and then you should write, no later than 21 days after your departure from the Accommodation, to the Guest Services Manager. All letters must be sent by the lead booking name on the reservation, as replies will only be addressed to this person.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Accommodation, ban from entry to the Accommodation, or remove from the Accommodation without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who acts in an inappropriate and/or undesirable manner on the site, or whilst travelling to the Accommodation whether by bus, coach or other means, where such behaviour has been reported to us by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at our property/attractions, which, in our opinion, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace. We reserve the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Accommodation or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or is attempting to regain admission to the Accommodation or has been found inside the Accommodation without a valid booking reference. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at our discretion, be denied entry or escorted from the Accommodation without any right to a refund.

Booking Reservation:

THE ACCOMMODATION IS PRIVATE PROPERTY. All persons staying at the Accommodation must have a valid booking reservation. Only persons authorised by us are permitted to sell or offer for sale any items to guests within the Accommodation grounds. All booking reservations are non-transferable, not for resale and will become automatically void on any transfer for value except as provided in the cancellation policy set out below. Bookings are only valid on the date printed on the booking reservation. Bookings will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, the total cost of a booking is non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Bookings made online will be delivered in accordance with our delivery procedure. If booking a stay on behalf of other guests, the person that books the stay accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. Should you make a booking with us on behalf of a third party you will be held jointly and severally responsible to us for the total cost of the services/products booked. No child or children under the age of 16 will be admitted to the Accommodation unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Persons aged 16 and 17 years shall be admitted to the Accommodation without being accompanied by an adult if they can produce a valid letter of consent from a parent or legal guardian. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

We require groups of 15 guests or more, including school/college parties, to apply in writing, addressed for the attention of Contact Centre Manager before a booking can be made. We require school parties or organised groups/societies bringing a party of children to have at least 1 member of staff to every 10 children in order to stay at the Accommodation. We also require a letter from the relevant head teacher or chair of governors confirming that members of staff supervising the children have undertaken valid disclosure checks undertaken through the Disclosure and Barring Service. We reserve the right, in our sole discretion, to refuse any booking, including a group booking.

Accommodation:

Bedrooms at the Accommodation are available from 3.00pm on the day of your arrival and must be vacated by 10.00am on the day of departure unless otherwise stated on the booking confirmation. The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Accommodation. If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk. Where more than one room is booked, guest rooming lists must be received at least seven days prior to your scheduled arrival date. Merlin reserves the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Accommodation during your stay or for any items that are missing when you leave. Valid ID is required when checking into the Accommodation, such as a credit/debit card or photo ID.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Accommodation. Smoking (including of e-cigarettes) is strictly prohibited inside the Accommodation other than in the designated smoking areas. Any guest seen smoking in non-designated areas shall receive a fine. Please conduct yourself appropriately at all times and comply with our procedures and/or requests with regard to conduct and respect for our property, our employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Accommodation or cause offence to other guests. We reserve the right to refuse accommodation or services or remove you and members of your party from the Accommodation if, in our reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund.

Your dress & appearance must be suitable for family Accommodation:

You must wear appropriate clothing (including a top and shoes) at all times whilst in and around the Accommodation. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Accommodation.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are permitted at the Accommodation for the duration of your stay. No vehicles, including motor homes and caravans, are permitted to remain at the Accommodation beyond the duration of your stay.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Accommodation, you are admitted to the Accommodation subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Accommodation any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Accommodation without any right to a refund and we reserve the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Accommodation. Accordingly, intoxicating liquor may not be taken into the Accommodation and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Accommodation or escorted from the Accommodation without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Accommodation without any right to a refund. CCTV cameras are used to assist in the proper running of the Accommodation. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Accommodation by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Accommodation.

Animals:

Pets or animals of any nature are expressly prohibited in the Accommodation (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Accommodation. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Accommodation provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to invade the privacy of or be offensive to other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Accommodation. For the avoidance of doubt, you must not take photographs or capture video footage of any individual(s) in the waterpark from any of the public areas which overlook the waterpark. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Accommodation, which may feature guests. Entry to the Accommodation is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Payment:

Payment for both online bookings and telephone bookings must be made immediately in full by credit or debit card.

We will send to you a reservation confirmation within 7 days of your booking.

Please note that theme park tickets and waterpark tickets booked as part of your stay can only be used during that stay and will be issued together with an arrival pack when full payment has been received.

Any extras incurred during your stay, including dinner, will need to be settled by you on departure from the Accommodation. If a credit or debit card has been provided on check in then any such amounts will be debited on departure.

VAT at the rate at the time of your visit is included in the price, although we reserve the right to amend prices if there is a change in VAT rates.

Credit and Debit Card Payments:

Credit and debit card payments will normally be authorised and charged to your account the same day as the booking or the next working day. No receipts will be sent. We require your credit or debit card details so that we can collect payment for your booking. We may retain these details in the event that we need to process any refunds or payment for any additional expenses incurred during your stay, including but not limited to restaurant visits, spa treatments, use of mini bar and any damages.

Other Payment Methods:

All cheques and postal orders must be sent by recorded delivery and shall be made payable to Alton Towers Resort Operations Limited. All cheques and postal orders shall have the reservation written on the reverse and be accompanied by the signed payment form if relevant.

Amendments, Cancellations and Refunds:

Changes by you: Should you wish to make any changes to your confirmed break, you must notify us as soon as possible. Whilst we will endeavour to assist you, we cannot guarantee we will be able to meet any such requests. All amendments must be made through Alton Towers Breaks at Holiday Extras. 

Any bookings within 36 hours of the date of ticket entrance to Alton Towers Resort or within 36 hours of the hotel stay, are non-amendable and non-refundable. You will have to pay the cancellation charges set out in clause 7. 

If you are staying on winter breaks from November to March, please note the standard terms and conditions may not apply. In such circumstances, please check full events pages for cancellation terms and conditions or call our Customer Experience team on 01303 490007 for more information. Calls are charged at local rate. 

Cancellation by you: Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras and are subject to the conditions and charges (based on the total booking cost) below. 

Within 36 hours of your reservation - 100% cancellation fees will apply 

Outside of 36 hours and up to 3 days before your reservation - 75% cancellation fees will apply 

Within 4-14 days of reservation - 50% cancellation fees will apply 

More than 14 days in advance of reservation - 25% cancellation fees will apply 

Cancellation on the date of purchase before 8pm - 0% cancellation fees will apply (Unless your stay date is within 36 hours then 100% cancellation fees will apply) 

Please note: The cancellation charges of winter packages or special event packages may vary. In this case, please see events pages for further details. 

Cancellation protection: If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason. 

Provided you cancel your booking at least 36 hours before the date of your stay (or park entry date, whichever is the sooner), then you will receive a full refund of your booking cost, minus the cancellation charge and any credit card charges. Please note that if you cancel your stay within this 36 hour period, you will be charged the full cost of your booking. 

Cancellations must be performed over the telephone during our opening hours of 09.00 and 20.00. Cancellation requests via email or voicemail will not be processed. 

Changes and cancellation by us: Occasionally, we have to make changes to and correct errors on websites / brochures and other details. This may happen both before and after bookings have been confirmed, and we reserve the right to cancel confirmed bookings if necessary. 

Occasionally, we have to make a significant change. Significant changes include the following changes when made before departure: 

A change of accommodation to that of a lower official classification or standard. A change of accommodation area. 

If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options: 

(a) accepting the changed arrangements. 
(b) purchasing an alternative Alton Towers break from us, of a similar standard to that originally booked if available. If the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will not ask you to pay any more. 
(c) cancelling or accepting the cancellation in which case you will receive a full and quick refund of all monies you have paid to us. 

Please note, the above options are not available where any change made is a minor one. 

If we have to notify you of a significant change or cancel before departure, we will, as a minimum, where compensation is due pay you £20 per person depending on the compensation payments depending on the circumstances and when the significant change or cancellation is notified to you, subject to the following exceptions: 

Compensation will not be payable and we will not be liable beyond offering the above mentioned choices can be accepted where we are forced to make a change or cancel as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care. 

No compensation will be payable and the above options will not be available if we cancel as a result of your failure to comply with any requirement of these booking conditions entitling us to cancel (such as paying on time). 

In all cases, our liability for significant changes and cancellations is limited to offering you the above mentioned options and, where applicable, compensation. We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation. 

 


 

Enchanted Village Hot Tub Risk Acknowledgement and Disclaimer

You must sign the Enchanted Village Hot Tub Risk Acknowledgement and Disclaimer.

 


 

Alton Towers Waterpark

TERMS AND CONDITIONS OF ENTRY

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Attraction The Alton Towers Resort Waterpark;

Merlin/’Us’/’We’/’Our’ Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ;

Please note that these Entry Conditions are subject to the rules and regulations applying to individual slides/attractions which can be found at the entry point to each slide/attraction.

You are admitted to this Attraction subject to the following Entry Conditions. If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you arising out of your actions. Whilst inside the Attraction, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times.

General:

For health and safety reasons, wheelchairs are the only transport device permitted within the Attraction. Glass items including drinks bottles and perfume bottles are not permitted in the changing areas or on poolside. For the avoidance of doubt, outside food and drink is not permitted to be brought into the Attraction. To keep germs out of the pool, neither you nor any member of your group may enter the pool if you have within the last 14 days suffered from sickness and/or diarrhoea.

Our commitment to provide a service:

We will endeavour to ensure that as many slides and attractions as possible are available for use by guests at the Attraction. However, we reserve the right, without prior notice, to close any attraction and/or slide and/or change the Attraction's operating hours. Merlin in its absolute discretion reserves the right to close the whole or any part of the Attraction at any time or to restrict the number of persons having access to the Attraction. The reason for any closure or restriction may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if we reasonably consider the circumstances so require. Additionally, we reserve the right to operate timed sessions during busy periods in order to control volume during periods of high demand. If the whole Attraction is closed for any of the reasons set out above, we reserve the right to offer substitute tickets for admission to the Attraction on an alternative date in substitution for any other form of redress.

Our right to remove you:

We, acting reasonably at all times, reserve the right to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who: acts in an inappropriate and/or undesirable manner either at or whilst travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to us by a reliable independent source; has been convicted of a criminal offence relating to us, or civil unrest at Merlin property/attractions, which, in our opinion, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace; climbs or stands on fences, barriers, walls, rock arrangements, structures, exhibits or any other buildings within the Attraction. We reserve the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, structures, exhibits, fabrics, buildings, fixtures or fittings at the Attraction or displaying any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to us; or is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket; or has purchased or obtained any tickets or discount vouchers from a ticket tout or we reasonably believe that they have purchased a ticket from an unauthorised source. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at our discretion, be denied entry or escorted from the Attraction without any right to a refund.

Tickets/admissions:

THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid ticket. The sale of tickets/vouchers by anyone other than Merlin is strictly prohibited. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Attraction grounds. All tickets are non-transferable, not for resale and will become automatically void on any transfer for value. Tickets purchased are only valid on the date printed on the ticket. Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Non-dated tickets booked in advance and/or tickets issued as part of a hotel stay at Alton Towers Hotel and Splash Landings do not guarantee admission to the Attraction, especially during busy times. Tickets booked online will be delivered in accordance with Merlin’s delivery procedure. If tickets are bought on behalf of other guests, the buyer accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group.   If re-entry into the Attraction is required, an appropriate hand-stamp must be obtained, before exiting the Attraction which must be shown at the time of re-entry to regain access. Tickets must be retained at all times and submitted for inspection if required by Merlin.  The Attraction operates a strict adult to child regulation policy in order to comply with health and safety standards and therefore any child or children up to the age of 9 years must remain under the control and supervision of an adult at all times in accordance with the following adult to child ratios:

  • Each child aged 4 years and under must be accompanied and supervised by a person over the age of 16;
  • Maximum of two children aged between 5 and 9 years must be accompanied and supervised by a person over the age of 16;
  • During a parent and toddler session and in the designated areas, a maximum of two children aged 4 years and under must be accompanied and supervised by a person over the age of 16.

Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including of e-cigarettes) is strictly prohibited inside the Attraction. All slides/attractions and any other facilities located at the Attraction must only be used in accordance with the relevant operator's instructions.

Your dress & appearance must be suitable for a family waterpark:

You must wear appropriate swimwear at all times whilst at the Attraction. If you fail to wear swimwear which Merlin considers to be appropriate or which is likely to cause offence in any way, you will be refused entry or removed from the Attraction. Wearing fitted t-shirts and leggings is permissible in the pool area; however for health and safety reasons, such clothing is not permitted on the water slides/attractions. Guests must ensure that all swimwear is durable for use on the water slides/attractions as we do not accept any responsibility for any damage to swimwear. Babies and toddlers not toilet trained must wear swim-nappies at all times.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Attraction. Accordingly, intoxicating liquor may not be taken into the Attraction and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Attraction without any right to a refund. CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction.

Animals:

Pets or animals of any nature are expressly prohibited in the Attraction. For the avoidance of doubt, pets or animals should not be left in any vehicle parked at the Attraction. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

You are permitted to take casual photographs within the Attraction save for in the changing areas, toilets and showers. Any photographs shall be solely for private use and shall not be sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken by you and request that certain photographs are deleted if they are deemed to invade the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph any individual (other than family and friends) without that person’s permission and you must adhere to all photography restrictions in place whilst within the Attraction. For the avoidance of doubt, you must not take photographs or capture video footage of any individual(s) in the Attraction from any of the public areas overlooking it. Video recording of any nature is not permitted in any area of the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

 


 

Alton Towers Spa

TERMS AND CONDITIONS OF ENTRY

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences. 

In these Entry Conditions, the following definitions shall apply:

Attraction The Alton Towers Resort Spa;

Merlin/Us/We/Our Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ;

Please note that these Entry Conditions are subject to the rules and restrictions applying to individual treatments which shall be notified to you by a member of Merlin personnel at the time of your treatment consultation.

You are admitted to this Attraction subject to the following Entry Conditions.  If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund.  This is without prejudice to any claim that we may have against you arising out of your actions.  Whilst inside the Attraction, you must comply with any reasonable instructions given to you by our personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice.   By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions.  All persons in and around the Attraction should behave in a safe manner at all times.

General:

Glass items including drinks bottles and perfume bottles are only permitted in designated areas within the Attraction. For the avoidance of doubt, food and drink is not permitted to be brought into the Attraction.  To keep germs out of the pool, neither you nor any member of your group may enter the pool if you have within the last 14 days suffered from sickness and/or diarrhoea.  All guests visiting the Attraction must be over the age of 16 years with the exception of the ‘Teen Treats’ treatments listed in the Spa brochure which are suitable for guests 13years +. We reserve the right, in our absolute discretion, to change the age restrictions referred to in this condition in the interests of safety and security.

Our commitment to provide a service:

We will endeavour to ensure that as many facilities as possible are available for use by guests at the Attraction.  However, we reserve the right, in our absolute discretion, to close the whole or any part of the Attraction at any time, change the Attraction’s operating hours or restrict the number of persons having access to the Attraction.  The reason for any closure or restriction may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if we reasonably consider the circumstances so require.  If the whole Attraction is closed for any of the reasons set out above, we reserve the right to offer a booking on an alternative date in substitution for any other form of redress.  If you have any special request, you must advise us at the time of making your booking. We will try to accommodate such requests but we regret that we cannot guarantee any such request.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who: acts in an inappropriate and/or undesirable manner whilst at the Attraction or travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to us by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in our opinion, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace.  We reserve the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the Attraction grounds, walls, structures, fabric, fixtures or fittings at the Attraction or displaying any sign or visible representation of any kind which is, or could reasonably be judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin; or has been found inside the Attraction without a valid booking reference.  If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at our discretion, be denied entry or escorted from the Attraction without any right to a refund.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction.  The Aqua Relaxation Rooms and treatment waiting areas are quiet zones and therefore all guests should keep noise to a minimum whilst in these areas.  Guests should arrive for treatments at least 10 minutes before the scheduled time. Smoking (including of e-cigarettes) is strictly prohibited inside the Attraction. All facilities located at the Attraction must only be used in accordance with the relevant operator's instructions.

Your dress and appearance must be suitable for a spa:

You must wear appropriate swimwear at all times whilst at the Attraction and whilst using the Aqua Relaxation Rooms. If you fail to wear swimwear which we consider to be appropriate or which is likely to cause offence in any way, you will be refused entry or removed from the Attraction

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours. 

Security:

To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched.  It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited.   Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Attraction.  Accordingly, intoxicating liquor may not be taken into the Attraction and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund.  The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Attraction without any right to a refund. CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction.

Animals:

Pets and animals of any nature are expressly prohibited in the Attraction. For the avoidance of doubt, pets and animals should not be left in any vehicle parked at the Attraction. We reserve the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

You are permitted to take casual photographs within the Attraction save for in the changing areas, toilets and showers. Any photographs shall be solely for private use and shall not be sold or used for any commercial or public purpose.  By accepting these Entry Conditions, you acknowledge that we may on demand have access to photographs taken by you and request that certain photographs are deleted if they are deemed to invade the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph any individual (other than family and friends) without that person’s permission and you must adhere to all photography restrictions in place whilst within the Attraction. Video recording of any nature is not permitted in any area of the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).

Medical conditions and health concerns:

Some of the treatments at the Attraction are not suitable for guests with certain medical conditions or health concerns (particularly those involving extremes of temperature).  If you are in any doubt at all with regard to your fitness to receive our treatments, you should contact your doctor for further advice and should contact us before making a booking to discuss the nature of treatments at the Attraction. You will also have an opportunity to discuss the nature of the treatments with a member of Merlin personnel during your treatment consultation.

Booking and payment conditions:

THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid booking reference. Only persons authorised by us are permitted to sell or offer for sale any items to guests within the Attraction grounds. All bookings are non-transferable, not for resale and will become automatically void on any transfer for value except as provided in the cancellation policy set out below. Bookings are only valid on the date and time set out in the booking reservation. Bookings will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, the total cost of a booking is non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions.  If you are booking a visit for other people, you are accepting these Entry Conditions on behalf of every guest in the group and you must ensure that each of those parties comply with them. Bookings can be made in advance or on arrival at the Attraction, however if you do not book in advance, you will not be guaranteed admission to the Attraction and entry shall be subject to availability. Full payment by debit/credit card will be required at the time of booking. Payment can be made by credit/debit card and, for bookings made at the Attraction, cash will also be accepted.

Amendments, cancellations and refunds:

You should contact the Attraction immediately on 01538 704632 should you wish to amend or cancel your booking. We will consider any reasons for cancellation sympathetically and will try to assist you. If you wish to amend or cancel your booking and provide us with more than 24 hours written notice prior to your scheduled visit date, then no charge will be made. However, if less than 48 hours written notice is given, then you will be charged the full price of your booking and you will not be entitled to a refund. If requested by you, we will attempt to offer you a visit on an alternative date.  Please note that any change of date may involve a change in the price of your visit and you will be required to pay any additional amounts immediately.

 


 

Enchanted Forest Tree Top Quest

TERMS AND CONDITIONS OF ENTRY

Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Attraction. Please assist us in ensuring our Attraction and its facilities remain a safe place in which to enjoy fun and exciting experiences.

In these Entry Conditions, the following definitions shall apply:

Attraction The Alton Towers Resort Enchanted Forest Tree Top Quest;

Merlin/Us/We/Our Merlin Attractions Operations Limited (Company No. 6272935) whose registered office address is at 3 Market Close, Poole, Dorset, BH15 1NQ;

You are admitted to this Attraction subject to the following Entry Conditions. If you do not comply with them you may be removed from the Attraction by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst at the Attraction, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Entry Conditions at any time without prior notice. By entering the Attraction, you accept that you have a duty to take reasonable steps to ensure your own safety, taking into account any personal medical conditions. All persons in and around the Attraction should behave in a safe manner at all times.

Our commitment to provide a service:

We will endeavour to ensure that as much of the Attraction as possible is available for use by guests. However, we reserve the right, without prior notice, to close the whole or any part of the Attraction, change the Attraction's operating hours and/or restrict the number of persons having access to the Attraction. The reason for any closure or restriction may include technical or operational reasons, capacity, inclement weather, special events or to ensure the safety and security of guests or if we reasonably consider the circumstances so require. If the whole Attraction is closed for any of the reasons set out above, Merlin reserves the right to offer substitute tickets for admission to the Attraction on an alternative date in substitution for any other form of redress.

Participation guidance:

Whilst we welcome all persons aged 6 and over to the Attraction, the Attraction does offer a degree of physical and mental challenge. You need to be able to climb a number of rope ladders, be capable of attaching karabiners to the safety system, cross obstacles and run into landing zones without physical assistance. The Attraction may therefore not be suitable for some guests with disabilities. If you are in any doubt at all with regard to your ability to take part in the activities, you should contact your doctor for further advice and should contact us before making a booking to discuss the nature of the Attraction. You will be unable to participate in the activities at the Attraction if you have anything fractured, sprained, broken or in a cast. It remains your responsibility to undertake a risk assessment prior to participating in the activities. We will try to provide as much assistance as reasonably practicable to help those with special needs undertake the activities; however, the primary responsibility of our staff is to ensure the maintenance of safety at the Attraction. We are sure that you will understand that, where this conflicts with individual needs, Attraction safety will be given priority.

Our right to remove you:

Merlin, acting reasonably at all times, reserves the right to refuse admission to the Attraction, ban from entry to the Attraction, or remove from the Attraction without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who: acts in an inappropriate and/or undesirable manner whilst travelling to the Attraction whether by bus, coach or other means, where such behaviour has been reported to us by a reliable independent source; has been convicted of a criminal offence relating to us, or civil unrest at Merlin property/attractions, which, in our opinion is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory or insulting words or behaviour or in any way behaves in a manner which may provoke a breach of the peace; climbs or stands on fences, barriers, walls, rock arrangements, structures, exhibits or any other buildings within the Attraction not designated for such a purpose. Furthermore, we reserve the right to initiate legal proceedings or prosecute any person found damaging or defacing any part of the grounds, fences, barriers, walls, structures, exhibits, fabrics or buildings at the Attraction or displaying any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to us; or is attempting to regain admission to the Attraction or has been found inside the Attraction without a valid ticket; or has purchased or obtained any tickets or discount vouchers from a ticket tout or we reasonably believe that they have purchased a ticket from an unauthorised source. If any guest in breach of any of these Entry Conditions is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Attraction without any right to a refund.

Tickets/admissions:

THE ATTRACTION IS PRIVATE PROPERTY. All persons entering the Attraction must pay for admission or hold a valid ticket. The sale of tickets/vouchers by anyone other than Merlin is strictly prohibited. Only persons authorised by us are permitted to sell or offer for sale any items to guests within the Attraction grounds. All tickets are non-transferable, not for resale and will become automatically void on any transfer for value. Tickets purchased are only valid on the date and at the time printed on the ticket. Tickets will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, tickets are non-refundable in the event that admission is refused or relinquished for any reason referred to in these Entry Conditions. Furthermore, tickets will not be refunded if a guest fails to arrive at the Attraction on the date and/or at the time specified on the ticket for any reason whatsoever as long as the Attraction remains open for use by guests. Tickets booked online will be delivered in accordance with our delivery procedure. If tickets are bought on behalf of other guests, the buyer accepts these Entry Conditions on behalf of every guest and shall ensure that these Entry Conditions are complied with by each person in the group. Tickets must be retained at all times and submitted for inspection if required by Merlin. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.

Your behaviour:

Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Attraction. Smoking (including of e-cigarettes), eating and drinking of any kind is strictly prohibited inside the Attraction. You must remain attached to the safety system at all times when participating in the activities and any misuse of equipment will result in immediate removal from the Attraction. The chewing of gum is not permitted within the Attraction as it is considered a choke hazard.

Your dress and appearance:

You must dress appropriately whilst at the Attraction. You must wear sturdy shoes or walking boots, jeans or trousers, and tops that are comfortable and allow easy movement. Open toed footwear, slip off shoes or high heeled footwear must not be worn. For the purposes of taking part in the activities, skirts or dresses are not suitable. Loose items (including neck, wrist and hand jewellery, watches, cameras and phones) are not allowed to be taken onto the Attraction and must be left in lockers provided, although Merlin accepts no responsibility for any loss or damage to such property. Long hair must be securely tied up. Safety helmets will be provided and it is strongly advised that you wear one at all times. If you refuse to do so for any reason, you will only be allowed to participate in the activities if you sign a disclaimer which indicates your refusal to wear a helmet.

Security:

To prevent offensive weapons or dangerous articles from being brought into the Attraction, you are admitted to the Attraction subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. It is prohibited to bring into the Attraction any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Attraction without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. Intoxicating liquor is strictly prohibited inside the Attraction and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Attraction or escorted from the Attraction without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Attraction without any right to a refund. CCTV cameras are used to assist in the proper running of the Attraction. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Attraction by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Attraction.

Parking:

Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are not permitted anywhere within the Attraction. No vehicles are permitted to remain in the Attraction outside the Attraction’s normal operating hours. Free parking is available in the car park adjacent to the hotels. An exit car park token will need to be collected before leaving the Attraction.

Animals:

Pets or animals of any nature are expressly prohibited in the Attraction (except for guide dogs, hearing dogs and registered assistance dogs provided that such dogs are accompanied at all times). For the avoidance of doubt, pets or animals should not be left in any vehicle parked at the Attraction. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.

Photography:

You are permitted to take casual photographs and recordings from the ground at the Attraction provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Entry Conditions, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to be offensive to or infringe the privacy of other guests and/or staff. By accepting these Entry Conditions, you agree not to intentionally photograph and/or capture video footage of any individual without that person’s permission and you must adhere to all photography/filming restrictions in place from time to time whilst within the Attraction. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Attraction, which may feature guests. Entry to the Attraction is deemed acceptance of these Entry Conditions, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be). Photography is not permitted whilst participating in the activities at the Attraction and all loose items must be checked into the lockers before taking part in the activities.

Our Liability

Merlin accepts no responsibility for any loss and/or damage suffered by you as a result of any event outside our control (including any distress, inconvenience, anxiety or loss of enjoyment arising from the evacuation of the Attraction). This does not affect your statutory rights.

 


 

Enchanted Forest Tree Top Quest Risk Acknowledgement & Disclaimer

You must read this document and sign it before taking part in Tree Top Quest. 

 


 

Promotions 

THE SUN - Up to 50% off Short Breaks (with a valid voucher code from the newspaper printed 23rd March).

Valid only with the voucher code printed in The Sun newspaper on 23rd March 2017. Offer is subject to availability - limited allocations available. This offer is valid for overnight stays from 24th March – 3rd November on a limited number of standard rooms in the Alton Towers Hotel, Splash Landings and the Enchanted Village on a bed and breakfast basis.  Offer excludes CBeebies Land Hotel, Luxury Treehouses, themed rooms and off-site hotels. Must book by 31st May 2017 and only 2 per household can be booked. Can’t be used in conjunction with any other offer and is non-transferable. No cash alternative is available. Discount may vary depending on date selected. Reservations must be paid in full at the time of booking.

Theme Park, Waterpark, Golf, Tree Top Quest and Spa entrance and treatments and all other chargeable leisure activities are not included. Cannot be transferred to an existing booking or used with any other offer. Alton Towers Resort reserve the right, in their absolute discretion, to refuse entry and to close and/or alter any part of the facilities. Discount and room prices may vary depending on date selected and are subject to change. 

Merlin Holiday Club exclusive offer - Up to 50% off Short Breaks (with a valid voucher code sent via email on 21st March).

Valid only with the voucher code issued via email to Holiday Club members on 21st March 2017. Booker must hold a valid Merlin Annual Pass at both the time of booking and stay. Exclusive Merlin Holiday Club period runs from the 21st March to the 22nd March. Offer is subject to availability - limited allocations available. This offer is valid for overnight stays from 24th March – 3rd November on a limited number of standard rooms in the Alton Towers Hotel, Splash Landings and the Enchanted Village on a bed and breakfast basis.  Offer excludes CBeebies Land Hotel, Luxury Treehouses, themed rooms and off-site hotels. Must book by 31st May 2017 and only 2 per household can be booked. Can’t be used in conjunction with any other offer and is non-transferable. No cash alternative is available. Discount may vary depending on date selected. Reservations must be paid in full at the time of booking.

Theme Park, Waterpark, Golf, Tree Top Quest and Spa entrance and treatments and all other chargeable leisure activities are not included. Cannot be transferred to an existing booking or used with any other offer. Alton Towers Resort reserve the right, in their absolute discretion, to refuse entry and to close and/or alter any part of the facilities. Discount and room prices may vary depending on date selected and are subject to change.

Hotel Return Offer 

Terms and conditions: Offer is subject to availability and is only available when booking within 28 days of departure. Return stay must be booked within the 2017 Park Season and is not available out of season this includes Santa Sleepovers and Festive Breaks. Only available on a limited number of standard rooms, on a bed and breakfast basis. Theme Park, Waterpark, Tree Top Quest, Golf and Spa entrance/treatments and all other chargeable activities are not included. Cannot be transferred to an existing booking or used with any other offer. Offer cannot be sold, and no cash alternative is offered. Room prices, which vary, and dates are subject to change. Not valid in Enchanted Village Luxury Treehouses or CBeebies Land Hotel.  

Terms and conditions of competitions:

  1. The Promoter is Alton Towers Resort, Farley Lane, Staffordshire, ST10 4DB.
  2. The prize draw is open to members of the public aged 18 years or over, except employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw.
  3. All entries must be submitted before the competition’s specified Close Date.
  4. The Promoter accepts no responsibility for entries not successfully completed due to a technical fault [technical malfunction, computer hardware or software failure, satellite, network or server failure of any kind. Any incomplete purchases will not be considered valid for entry into the prize draw. The Promoter accepts no responsibility for any entries which are not completed for any reason.
  5. A winner will be chosen by random draw performed by a computer process within 14 days of a specified close date.
  6. The prize for the winner is non-exchangeable, non-transferable and no cash alternative is offered.
  7. The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
  8. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry, or refuse to award the prize to anyone in breach of these terms and conditions.
  9. The prize is subject to Alton Towers Resort's normal terms and conditions of entry found on the official website
  10. The Promoter reserves the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.
  11. Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected.
  12. If you are the winner of the prize draw, you agree that the Promoter may use your name, address and town or county of residence to announce the winner of this competition and for any other reasonable and related promotional purposes.
  13. If there is any reason to believe that there has been a breach of these terms and conditions, the Promoter may, as its sole discretion reserve the right to exclude you from participating in the competition.
  14. The prize draw will be governed by English law and entrants to the prize draw submit to the jurisdiction of the English courts.

Hamleys Kids Go Free Terms and Conditions

  1. Voucher entitles the holder to one FREE CHILD ENTRY to the Alton Towers Theme Park, Chessington World of Adventures Resort or LEGOLAND® Windsor Resort per voucher and per full paying adult.
  2. Adult is 12 & over at Alton Towers Resort and Chessington World of Adventures Resort and 16 & over at LEGOLAND® Windsor Resort. Child free entry is under 3 years at each participating attraction.
  3. Voucher is valid until 31.05.18 at each participating attraction, excluding 29.04.17 – 01.05.17, 01.08.17-31.08.17, 14.10.17-30.10.17 and 05.05.18-07.05.18 at LEGOLAND® Windsor Resort. Dates subject to change, offer excludes attraction closed dates, please check attraction websites for opening dates & times.
  4. Voucher can only be used as stipulated and cannot be exchanged for cash or used in any other way. Sale of the voucher for profit is prohibited. Photocopies will not be accepted. Admission prices are subject to change.
  5. Voucher cannot be used in conjunction with any other offer or concession, reward/loyalty program, pre-purchased tickets, 2 day pass, Annual Pass, on-line tickets, rail inclusive offers, secondary ticketed events or for group/advance bookings.
  6. Voucher is not valid at Alton Towers Hotels, Enchanted Village (Woodland Lodges, Tree Houses and Tree Top Quest), Waterpark, Spa or Golf, and does not include early ride time. Voucher cannot be used at any special events including Winter’s Tail/hotel events/concerts at Chessington World of Adventures event.
  7. Voucher must be presented upon entrance and surrendered to the ticket booth operator. Not for resale.
  8. Only one voucher can be used per person.
  9. All attractions reserve the right, in their absolute discretion, to refuse entry and to close and/or alter all or any part of the facilities including closure of rides and/or attractions for technical, operational, health and safety or other reasons including over capacity.
  10. Size, height, weight, age restrictions and medical warnings apply to certain rides and attractions.
  11. Visitors under 12 years must be accompanied by a person aged 18 years or over at Alton Towers Resort and Chessington World of Adventures Resort and visitors under 14 years must be accompanied by a person aged 16 years or over at LEGOLAND® Windsor Resort.   

Hamleys Kids stay free t’s and cs:

Offer subject to availability on selected dates when booking a standard room in the Alton Towers Hotel or an Enchanted Village Woodland Lodge before 31st May 2017 for stays before 5th October 2017. One free child aged under 12 per full paying adult.  Includes accommodation and breakfast.  Theme Park, Waterpark, Golf, Tree Top Quest, Spa entrance and treatments and all other chargeable leisure activities are not included.  Cannot be transferred to an existing booking or used in conjunction with any other offer. Alton Towers Resort reserves the right, in its absolute discretion, to refuse entry, and to close and/or alter any part of the facilities. Offer is non-transferable, cannot be sold, and no cash alternative is offered. Bookings must be paid in full with no cancellation or amendment. Room prices vary and are subject to change.   Please bring this voucher with you when you check-in.

2017 Carex Half Price Entry Terms and Conditions

  1. Voucher entitles the holder to one HALF PRICE ENTRY to the Alton Towers Theme Park or SEA LIFE Centres & Sanctuaries in the UK.
  2. Adult is 12 & over at the Alton Towers Resort, 15 & over at SEA LIFE Centres and Sanctuaries and 16 & over at the SEA LIFE London Aquarium. Child free entry is under 3 years at each participating attraction.
  3. Voucher is valid until 31.05.18 at the Alton Towers Theme Park or SEA LIFE Centres & Sanctuaries in the UK excluding entry before 3pm from 27.05.17-04.06.17 & 01.07.17-31.08.17 at SEA LIFE London Aquarium.  Dates subject to change, offer excludes attraction closed dates, please check attraction websites for opening dates & times. 
  4. Voucher can only be used as stipulated and cannot be exchanged for cash or used in any other way. Sale of the voucher for profit is prohibited. Photocopies will not be accepted. Admission prices are subject to change. Voucher cannot be used in conjunction with any other offer or concession, reward/loyalty program, pre-purchased tickets, 2 day pass, Annual Pass, on-line tickets, rail inclusive offers, secondary ticketed events or for group/advance bookings.
  5. Please be aware that the SEA LIFE London Aquarium is very popular and will require you being booked into an allocated time slot on the day of visit.
  6. Voucher is not valid at Alton Towers Hotels, Enchanted Village (Woodland Lodges, Tree Houses and Tree Top Quest), Waterpark, Spa or Golf, and does not include early ride time.  Voucher is not valid at SEA LIFE Centres and Sanctuaries Secondary Attractions including, but not limited to LATES at the SEA LIFE London Aquarium.
  7. Voucher must be presented upon entrance and surrendered to the ticket booth operator. Not for resale.
  8. Only one voucher can be used per person.
  9. All attractions reserve the right, in their absolute discretion, to refuse entry and to close and/or alter all or any part of the facilities including closure of rides and/or attractions for technical, operational, health and safety or other reasons including over capacity.
  10. Size, height, weight, age restrictions and medical warnings apply to certain rides and attractions.
  11. Visitors under 12 years must be accompanied by a person 18 years of age or over at the Alton Towers Resort and visitors under 14 years must be accompanied by a person 18 years of age or over at SEA LIFE Centres & Sanctuaries.   

2017 IM Kids Go Free Full Terms and Conditions

 

  1. Voucher entitles the holder to one FREE CHILD ENTRY to a variation of Merlin Entertainment attractions including Alton Towers Theme Park, LEGOLAND® Discovery Centre, SEA LIFE Centres and Sanctuaries, The Coca-Cola London Eye (“The London Eye”), Shrek’s Adventure! London, Madame Tussauds London, The London Dungeon, (“The Dungeon”), SEA LIFE London (“SEA LIFE”) per voucher and per full paying adult. The offer is only valid for attractions listed on the voucher. Attraction participation will vary during the promotional live period.
  2. Adult is 12 & over at Alton Towers Resort and over 16 at SEA LIFE Centres and Sanctuaries, The Coca-Cola London Eye (“The London Eye”), Shrek’s Adventure! London, Madame Tussauds London, The London Dungeon, (“The Dungeon”), SEA LIFE London (“SEA LIFE”). Child free entry is under 3 years at each participating attraction.
  3. Voucher is valid until 31st May 2018 at each participating attraction listed per voucher. Dates subject to change, offer excludes attraction closed dates, please check attraction websites for opening dates & times. Voucher EXCLUDES the following dates at The London Eye: 9th-24th January, 11th-19th February, 1st-17th April, 27 May-4 Jun, 21st-31st October, 25th December and 31st December 2017.  Voucher EXCLUDES the following dates at Shrek’s Adventure! London:  21st-31st October and 25th December 2017. Voucher EXCLUDES the following dates at the London Dungeon: 26th-29th October 2017.   Voucher excludes 25th December 2017 at all other Attractions. Offer is not valid at any secondary ticketed events/hotel events/concerts/Xmas events at all Attractions during the promotional period.
  4. Please be aware that Shrek’s Adventure! London, SEA LIFE and The London Dungeon are very popular and will require you being booked into an allocated time slot on your day of visit.
  5. Voucher can only be used as stipulated and cannot be exchanged for cash or used in any other way. Sale of the voucher for profit is prohibited. Photocopies will not be accepted. Admission prices are subject to change. Voucher cannot be used in conjunction with any other offer or concession, reward/loyalty program, pre-purchased tickets, 2 day pass, Annual Pass, on-line tickets, rail inclusive offers, secondary ticketed events or for group/advance bookings.
  6. The Voucher remains the property of Merlin at all times and Merlin reserves the right to take possession of the Voucher at any time. The Voucher must be presented at the Attraction entrance and surrendered. Vouchers cannot be presented on electronic devices.
  7. Voucher is not valid at any resorts hotels or secondary attractions and does not include early ride time or FastTrack.
  8. Voucher must be presented upon entrance and surrendered to the ticket booth operator. Not for resale.
  9. Only one voucher can be used per person.
  10. All attractions reserve the right, in their absolute discretion, to refuse entry and to close and/or alter all or any part of the facilities including closure of rides and/or attractions for technical, operational, health and safety or other reasons including overcapacity.
  11. Size, height, weight, age restrictions and medical warnings apply to certain rides and attractions.
  12. Visitors under 12 years must be accompanied by a person aged 18 years or over at Alton Towers Resort. Visitors under 16 years must be accompanied by a person aged 18 years or over at SEA LIFE Centres and Sanctuaries, The Coca-Cola London Eye (“The London Eye”), Shrek’s Adventure! London, Madame Tussauds London, The London Dungeon, (“The Dungeon”), SEA LIFE London (“SEA LIFE”) Visitors under 17 years must be accompanied by a person aged 18 years or over at LEGOLAND® Discovery Centre.

 

The Big Six Challenge – Terms & conditions

The challenge can only be completed by riding all 6 coasters (The Smiler, TH13TEEN, Rita, Oblivion, Nemesis and Galactica). The challenge finishes on 31st August 2017.  The challenge must be completed using the QR codes at each ride exit. Alton Towers Resort will not be responsible for confirming that individuals have completed the ride. On completion, guests will receive a notification and be entitled to one free return day on the theme park (valid for one day entry during the period 6th – 30th September 2017, excluding weekends).  Each user will need to pre-book the free ticket using a link provided and also show the completed challenge screen to a member of staff when entering the theme park.  Each App user will also be able to purchase 3 additional discounted theme park tickets at £30 for an adult and £25 for a child aged 3-11.  No other alternative will be offered.  In the event that one of the Big 6 rides is non-operational for a full day, Alton Towers Resort will provide an alternative QR code for guests to scan and complete the challenge.

Guests will also have the opportunity to enter two competitions – ‘be one of the first to ride SW8’ (including overnight stay) and ‘share your selfie’ to win an overnight stay at Alton Towers Resort.

Free entry terms and conditions:

Offer covers one day theme park entry for one person and must be pre-booked.  Valid from 6th – 30th September 2017 excluding weekends and secondary ticketed events (e.g. concerts).  Dates subject to change–check opening dates & times before your visit at altontowers.com.  Each STRONG participant must have both the pre-booked ticket and completed App to gain free entry to the theme park.  The offer cannot be used in conjunction with any other offer or concession, ticket is not valid at Alton Towers Hotels, Enchanted Village (Woodland Lodges, Tree Houses and Tree Top Quest), Waterpark, Spa or Golf, and does not include early ride time.  The Alton Towers Resort reserves the right, in its absolute discretion, to refuse entry and to close and/or alter all or any part of the facilities including closure of rides and/or attractions for technical, operational, health and safety or other reasons including over-capacity.  Size, height, weight, age restrictions and medical warnings apply to certain rides and attractions.  Visitors under 12 years must be accompanied by a person 18 years of age or over at the Alton Towers Resort.   Tickets are non-transferable, not for resale and there is no cash alternative. 

Discounted entry terms and conditions

Offer entitles the App user to up to three discounted theme park tickets (£30 adult/£25 children aged 3-11).  Valid from 6th – 30th September 2017 excluding weekends and secondary ticketed events (e.g. concerts).  Dates subject to change–check opening dates & times before your visit at altontowers.com.  Each STRONG participant must have both the pre-booked tickets and completed App to gain discounted entry to the theme park. The offer cannot be used in conjunction with any other offer or concession, ticket is not valid at Alton Towers Hotels, Enchanted Village (Woodland Lodges, Tree Houses and Tree Top Quest), Waterpark, Spa or Golf, and does not include early ride time.  The Alton Towers Resort reserves the right, in its absolute discretion, to refuse entry and to close and/or alter all or any part of the facilities including closure of rides and/or attractions for technical, operational, health and safety or other reasons including over capacity.  Size, height, weight, age restrictions and medical warnings apply to certain rides and attractions.  Visitors under 12 years must be accompanied by a person 18 years of age or over at the Alton Towers Resort.   Tickets are non-transferable, not for resale and there is no cash alternative. 

The App SW8 Check In competition

On completing the check in, participants will also receive a notification to check in at the SW8 construction site in Mutiny Bay for the chance to win an exclusive opportunity to the one of the first to ride SW8 when it launches.  Prize also includes an overnight stay.

Terms and conditions

Prize covers one night’s accommodation for up to 4 guests in a standard room in the Alton Towers Hotel.  Prize also includes breakfast and one day theme park entry for up to 4 guests on the SW8 opening day (you will be notified at least 2 weeks in advance of the opening date).  Entrance to Tree Top Quest, Waterpark, Extraordinary Golf and Spa are not included in the prize.  Limited number of competition prize rooms available on any one night and subject to availability.  Not valid in conjunction with any other offer. For accommodation purposes only one guest must be aged 18+.  Identification will be required upon check-in.  Check-in can be made from 3pm onwards.  Prizes do not include travel to or from Alton Towers Resort, in-room movies and phone calls.  All other expenses are the responsibility of the winner and guests.  Prizes are non-transferable, not for resale and there is no cash alternative.

The App Selfie Competition

Share a selfie at the completion point/board for a chance to win an overnight stay at the Alton Towers Resort.

Terms and conditions

Prize covers one night’s accommodation for up to 4 guests in a standard room in the Alton Towers Hotel.  Prize also includes breakfast and one day theme park entry for up to 4 guests.  Entrance to Tree Top Quest, Waterpark, Extraordinary Golf and Spa are not included in the prize.  Limited number of competition prize rooms available on any one night and subject to availability.  Not valid in conjunction with any other offer.  Valid until 4th October 2017, excluding secondary ticketed events (e.g. concerts).  For accommodation purposes only one guest must be aged 18+.  Identification will be required upon check-in.  Check-in can be made from 3pm onwards.  Prizes do not include travel to or from Alton Towers Resort, in-room movies and phone calls.  All other expenses are the responsibility of the winner and guests.  Prizes are non-transferable, not for resale and there is no cash alternative.

Alton Towers standard social media competition T&C’s also apply, see below.

  1. The Promoter of this competition is Alton Towers Resort, Farley Lane, Staffordshire, ST10 4DB,
  2. The prize draw is open to members of the public who are residents of the UK only, except employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw. Proof of identity and eligibility may be requested .The entrant, must approve the entry on behalf of all participants in the photograph and agree to these Terms and Conditions on behalf of the entrant.
  3. All winners must agree to any publicity associated with the competition at Alton Towers Resort.
  4. All entries must be submitted before the competition’s specified Close Date, which is 23.59 on 31st August 2017.
  5. The Promoter accepts no responsibility for entries not successfully completed due to a technical fault [technical malfunction, computer hardware or software failure, satellite, network or server failure] of any kind. The Promoter accepts no responsibility for any entries which are not completed for any reason.
  6. One winner will be chosen by random draw performed by a computer. Winners will be contacted and announced on the social media channel that the winning photograph was selected from. Each winner will be contacted by Alton Towers Resort and have up to 7 days to claim there prize. Any claims made after this may not be accepted.
  7. The prize for the winner is non-exchangeable, non-transferable and no cash alternative is offered.
  8. The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
  9. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry, or refuse to award the prize to anyone in breach of these terms and conditions.
  10. The prize is subject to Alton Towers Resort's normal terms and conditions of entry found on the official website.
  11. The Promoter reserves the right to hold void, cancel, suspend, or amend the promotion where it becomes necessary to do so.
  12. Insofar as is permitted by law, the Promoter, its agents or distributors will not in any circumstances be responsible or liable to compensate the winner or accept any liability for any loss, damage, personal injury or death occurring as a result of taking up the prize except where it is caused by the negligence of the Promoter, its agents or distributors or that of their employees. Your statutory rights are not affected.
  13. If you are the winner of the prize draw, you agree that the Promoter may use your name, address and town or county of residence to announce the winner of this competition and for any other reasonable and related promotional purposes.
  14. If there is any reason to believe that there has been a breach of these terms and conditions, the Promoter may, as its sole discretion reserve the right to exclude you from participating in the competition.
  15. The prize draw will be governed by English law and entrants to the prize draw submit to the jurisdiction of the English courts.
  1. This competition is in no way sponsored, endorsed or administered by, or associated with, Facebook, Twitter or Instagram.

Star Cars

Families should be up to 4 passengers. Families must be available between 12pm – 2pm on Monday the 10th July.

Prize includes an overnight stay in a standard room for one family of four people in the new CBeebies Land Hotel, theme park tickets for two days, breakfast and evening meal. Prize of travelling to the Resort in the Star Cars is valid on 10th July only. No cash alternative, subject to full terms and conditions which can be found on altontowers.com. Alton Towers reserves the right to change or alter the prize or date of the prize in any way. Competition is open to families living in the UK except employees of the promoter, their families and any third party associated with the competition.

Train travel for the winning family will be provided to Stoke on Trent Railway Station where they will be collected in one of the Star Cars and brought to the Resort. Choice of car is subject to availability and Alton Towers Resort does not guarantee the winner will receive their first choice. Families agree to take part in promotional activity. All entries must be received before the competition close date of 23.59 on 12th May. The Promoter accepts no responsibility for entries not successfully completed due to a technical fault [technical malfunction, computer hardware or software failure, satellite, network or server failure] of any kind. The Promoter accepts no responsibility for any entries which are not completed for any reason.

Winners will be chosen by random draw performed by a computer process within 14 days of a specified close date. Each winner will be contacted by Alton Towers Resort and have up to 7 days to claim their prize. Any claims made after this may not be accepted.

 

CBeebies Land third birthday

Competition T&Cs

 

  • Competition prize is 4x tickets to the Alton Towers Resort on Saturday 27th May along with entry to the CBeebies Land third birthday party. This will include access to CBeebies Land and exclusive entertainment. Food will be provided during the party but no other expenses will be covered.
  • Entrants must submit no more than 150 words as to why their child is a CBeebies superfan10 Winners will be selected at random from entries received.
  • All entries submitted will be retained by Alton Towers Resort and will not be returned to entrants Alton Towers Resort reserves the right to change details of the prize or cancel the event.
  • All entries must be unique and not copied from another person / source.
  • Closing date for entries is midnight on Sunday 21st May. No entries will be accepted after this time.
  • Alton Towers Resort reserve the right to extend the deadline of the competition.
  • Due to the volume of entrants, the Alton Towers Resort is unable to notify any unsuccessful entrants.
  • Competition is open to those living in the UK with the exception of employees of the promoter, their families and third parties associated with the promoter or CBeebies Land.
  • No purchase necessary.
  • By participating in the competition, entrants and their parent/guardian agree to be photographed and/or filmed for national and regional media.
  • All children that attend the party are to be accompanied by a parent/guardian.
  • No travel will be provided for the shortlisted entrants to and from Alton Towers Resort.
  • All images taken at the event remain the intellectual property of the Alton Towers Resort.
  • The Alton Towers Resort’s decision is final and binding. No correspondence will be entered into.
  • 10 prizes are available which consist of entry for up to four people.
  • The winner and runners-up will be notified on Tuesday 23rd by telephone and or email (subject to these details being provided).
  • The competition prizes are non-transferable and accordingly may not be sold or passed to any third party.
  • No cash or alternative prize will be offered if the winner or runners-up are unable to accept the prizes below.
  • All rides and attractions are subject to availability and standard Alton Towers Resort terms and conditions apply. These can be found at altontowers.com
  • The competition is run by Alton Towers Resort. It is not promoted by BBC Worldwide, CBeebies or BBC.
  • The Alton Towers Resort will not be liable for:
    1. Any damage or loss of any property or items belonging to the entrant and/or any of their guests/accompanying adults; and
    2. Any personal injury to the entrant and/or their guests (but only so far as such injury is not caused by Alton Towers Resort’s negligence) as a result of the competition or redemption of any of the prize elements outlined below.

NOTE:

The prize consists only of the elements expressly detailed above; no other elements or expenses such as travel, additional hotel expenditure, gratuities or spending money are included. All such expenses are the sole responsibility of the winner and runners-up plus any guests/accompanying adults.

 

CBeebies Land Hotel Liverpool Echo competition – August 6th

T&Cs
*One entry per household only.
*There is one prize to be won.
*The prize consists of one overnight stay in the CBeebies Land Hotel at Alton Towers Resort for up to 2 adults and up to 3 children under 12 years of age.
*Bed and Breakfast and 2 day theme park tickets will be included in the prize.
*Entries received before August 13th 23.59 will only be entered into the prize draw.
*One winner will be selected at random by the Liverpool Echo on August 16th and the winner will be notified within 48 hours.
*Winners will be notified through Facebook Messenger - so please check your messages after the competition closes.
*The winner will have 72 hours to respond from being contacted by the Liverpool Echo or Alton Towers Resort to acknowledge and accept the prize.

*If no response is received the Liverpool Echo and Alton Towers Resort reserve the right to draw another winner.
*If the prize winner is unable to use the prize they must notify the organiser as soon as possible so that the prize can be re-drawn.
*This prize is subject to availability.
*Unsuccessful participants will not be contacted due to the volume of entries received.
*The prize is valid for use between September 5, 2017 and October 19, 2017 excluding Friday or Saturday night stays.

*This prize does not include transport costs to or from Alton Towers Resort or any other expenses incurred by the participant while at Alton Towers Resort.
*This prize is subject to Alton Towers Resort’s terms and conditions which can be found at http://www.altontowers.com/terms-and-conditions/
*The Alton Towers Resort’s decision is final and binding. No correspondence will be entered into.

 


 

UK Claims Notifications Enquiries

The following information is provided to assist in the identification of our UK Employer Liability Insurers and Global Public Liability Insurers. 

Employer's Liability

Ace European Group Ltd
200 Broomielaw
Glasgow
G1 4RU

Policy Number UKCANC33447

Public Liability

Ace European Group Ltd
200 Broomielaw
Glasgow
G1 4RU

Policy Number UKCANC33447

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