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Coronavirus Visitor Information

COVID-19 – Information for Guests:

24th March 2020

Further to recent updates from the Government on the response to the COVID-19 coronavirus outbreak, we have taken the very difficult decision to postpone the opening of THORPE PARK Resort and to close our Hotel as a precautionary measure.   

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

Q: Why is Thorpe Park Resort closed? 

A: The decision to close Thorpe Park Resort temporarily is based on the latest guidance from the Government in response to the COVID-19 outbreak and to protect the health and wellbeing of our employees and guests.   

Q: When will Thorpe Park Resort reopen? 

A: Thorpe Park Resort will remain closed until further notice.  We are in contact with the relevant authorities and will work to reopen the Resort to guests as soon as it’s appropriate to do so.  We will be contacting guests with bookings to stay at the Resort between 26th March 2020 and 25th April 2020 to advise them on how to rearrange or cancel their bookings.

Q: I have a hotel booking when the Resort is closed – what can I do? 

A: If your booking is for between the 26th March 2020 and 25th April 2020, you will be contacted via email by our Short Breaks team.  You can also use the Manage My Booking area of the Short Breaks website  https://mybooking.thorpebreaks.co.uk/ to cancel your booking and receive a refund, or to choose a voucher to be used to rebook at a later date during the 2020 season.  Information on how to do this will be set out in the email from our team.

If the closure extends beyond 25th April 2020, then any bookings for arrival whilst the park is closed will be contacted in due course and will be subject to the same process.

If you wish to move your booking, please call our Short Breaks team, contact details can be found on your booking confirmation.

Q: I have a short break booked later in the year but I no longer want to visit, can I get a refund? 

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

Q: What about if my booking is after 25th April?

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

Q: I have a short break booked during the closed period, I don’t want to change dates, can I get a refund? 

A: If your booking is during the period when the Resort is closed, you will be contacted via email from our Short Breaks team.  You can also use the Manage My Booking area of the Short Breaks website https://mybooking.thorpebreaks.co.uk/ to cancel your booking and receive a refund, or to choose a voucher to be used to rebook at a later date during the 2020 season.  Please refer to your booking confirmation for contact details for our Short breaks team.

Q: I didn’t buy cancellation protection with my short break booking what does this mean? 

A:  If your booking is during the period when the Resort is closed, you will be contacted via email by our Short Breaks team. You can use the Manage My Booking area of the Short Breaks website to cancel your stay and receive a refund or choose a voucher to be used to book a future break during our 2020 season.  Information on how to do this will be set out in the email from our team.

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

Q: I have booked Theme Park tickets for a date between 27th March and 25th April, can I get a refund? (Includes promotional tickets, tickets purchased from www.thorpepark.com and via any authorised 3rd party sellers) 

A:  If you have booked a ticket to visit Thorpe Park between 27th March and 25th April 2020 your ticket will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and pre-advertised closed dates as outlined on our website). No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Theme Park and present your unused ticket(s) that show the original date (between 27th March and 25th April 2020) at the Island Ticket Centre and the team will revalidate your tickets for entry that date.

Q: I have booked Theme Park tickets for a date between 27th March and 25th April 2020 and I can’t return to the Theme Park during 2020, what are my options?

A: Please contact customer.services@thorpe-park.co.uk and the team will be happy to help as quickly as they can.

Q: I have pre-booked Fastracks/ Meal Deals/ Car Parking/DigiPass for use between 27th March and 25th April 2020, what are my options?

A: If you have pre-booked add-ons for use between 27th March and 25th April 2020, these will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and any pre-advertised closed dates as outlined on our website).  No action is required and you do not need to contact us to arrange your future visit, simply arrive at the Theme Park and present your unused ticket(s) that show the original date (between 27th March and 25th April 2020) at our Island Ticket Centre and the team will revalidate your add-ons.

Q: Can I get a refund on my Season Pass? 

A: Depending on how long the Resort is closed, we will review the terms and conditions of our 2020 Season Passes to ensure that they still deliver great value for Passholders.  Please note our customer services team are not currently able to provide any further information on this matter at this stage.  As we have them, updates will be posted on our website https://www.thorpepark.com/about-thorpe-park/coronavirus/  Please bear with us and rest assured we will communicate any updates with our Passholders as soon as we can.

Q: Can I get a refund on my MAP? 

A: If you are a Merlin Annual Pass holder, you will be contacted by the Merlin Annual Pass team who will be able to advise what this means for your pass or membership.

Q: I’ve booked a short-break and the Hotel is open but the theme park is closed, what are my options? 

A: If your booking is between 26th March and 25th April, you will be contacted via email by our Short Breaks team.  You can also use the Manage My Booking area of the Short Breaks website https://mybooking.thorpebreaks.co.uk/ to cancel your booking and receive a refund, or to choose a voucher to be used to rebook at a later date during the 2020 season.  Information on how to do this will be set out in the email from our team.

If the closure extends beyond 25th April 2020, then any bookings for arrival whilst the park is closed will be contacted in due course and will be subject to the same process.

If you wish to move your booking, please call our Short Breaks team, contact details can be found on your booking confirmation.

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