COVID-19 – Information for Guests:
Updated 18th May, 2pm.
We were unable to open the park as planned on 27th March but we’ve been working tirelessly to make sure that when it is safe to open, we are absolutely ready to welcome guests to Thorpe Park Resort.
Following the latest Government guidelines (issued on 10th May), and given the continued uncertainty about when we will be able to reopen, we are now asking guests with short breaks booked between 1st June up to and including 3rd July to move your booking free of charge. Please see the FAQs below for information about how to do this.
Guests with pre-booked theme park tickets for dates when Thorpe Park Resort is closed will be able to use their tickets on any other day during the 2020 theme park season (excluding FRIGHT NIGHTS and any other pre-advertised closed dates). Further information for guests with pre-booked and promotional tickets will be published on our website prior to opening.
As part of the team at Merlin Entertainments, we’ve been taking advice from colleagues across the globe on how best to re-open in line with new safety guidelines. Our expert teams have created a comprehensive plan: from enhanced cleaning regimes to social distancing measures, we’ll be doing everything we can to make sure that you have a brilliant, safe visit.
We are determined to be here for you, your friends and your families, offering other worldly thrills and helping you create fantastic memories, as we have done for decades and will continue to do for many more.
We’ll be sharing our full plans soon but in the meantime please keep smiling, clapping and supporting each other. See you soon!
1: Why is Thorpe Park Resort closed?
Thorpe Park Resort remains temporarily closed due to the latest Government restrictions and guidelines (issued on the 10th May) and public health guidance in response to the Covid-19 outbreak.
2: When will Thorpe Park Resort reopen?
Thorpe Park Resort will remain closed until further notice. We are in contact with the Government and relevant authorities and will work to reopen the Resort to guests as soon as it’s appropriate to do so. We are now contacting guests with bookings to stay at the Resort between 1st June 2020 and up to/including the 3rd July 2020 to advise them on how to rearrange their bookings.
3: Does that mean you will be open from the 4th July then?
We still don’t know for sure whether the phased timing set out by the Government will change or be extended. We will continue to monitor the situation and keep you up to date with any changes – either from Government or from our own plans. We want to get back to doing what we do best – delivering other worldly experiences for you, our guests. Please check our website or social media accounts for further updates.
4: I have a hotel ticket/booking when the Resort is closed – what can I do?
For guests with short breaks arriving up to and including 3rd July, we have relaxed our usual terms and conditions so you can now reschedule your break to another date in the 2020 season with no additional costs (subject to availability).
Please visit the Manage My Booking site to rearrange your booking.
If the closure extends beyond 3rd July, then any guests with bookings for arrival whilst the Resort is closed will be contacted in due course. These bookings can then be rearranged in the same way.
5: What about if my booking is after 3rd July 2020?
Please understand that we are prioritising guests with bookings in the next few weeks. Any short break bookings for stays beyond 3rd July 2020 will, at this time, be subject to regular terms and conditions. If you wish to move your stay, please click here and complete the contact form. The Short Breaks team will get back to you as soon as they can. Thank you for your patience.
6: I have booked Theme Park tickets for a date between 27th March and 3rd July 2020, can I get a refund? (Includes promotional tickets, tickets purchased from Thorpe Park’s website and via any authorised 3rd party sellers)
If you have pre-booked a ticket to visit Thorpe Park Resort between 27th March 2020 and the 3rd July your ticket will be valid for use on any date during the 2020 season (excluding FRIGHT NIGHTS and any other pre-advertised closed dates as outlined on our website). Further information for guests with pre-booked and promotional tickets will be published on our website prior to opening.
7: I have booked Theme Park tickets for a date between 27th March and 3rd July and I can’t return to the Theme Park during 2020, what are my options?
Please contact email@example.com and the team will be happy to help as quickly as they can. We would politely ask for your patience whilst we respond to each guest.
8: I have pre-booked / Meal Deals/ Car Parking/ DigiPass for use between 27th March and the 3rd July, what are my options?
If you have pre-booked Fastrack bundles for use between and 27th March and the 3rd July, your Fastrack 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).
9: What will happen to my Season Pass?
All Thorpe Park Resort 2020 Season Passes purchased before 18th May 2020 will now be extended for use until 30th June 2021. This includes both Standard and Premium passes. You don’t need to do anything, the expiry date of your pass will automatically be extended. All other Season Pass terms and conditions will remain the same.
10: As the Merlin Attractions are closed until further notice, I’m not able to use my Merlin Annual Pass. I’ve already paid upfront for the year. What will happen to my Pass?
If you have a Merlin Annual Pass, we will be adding free months to your Merlin Annual Passes for the duration that our attractions are closed. Please be assured that you do not need to do anything, we are taking care of this for you. At the same time, we will review the terms and conditions of Merlin Annual Passes to ensure that they still deliver great value for passholders. Please bear with us whilst we work out all the details of this. Updates will be posted on our website:
11: As the Merlin Attractions are closed until further notice, I’m not able to use my Merlin Membership. What will happen to my Membership?
If you have a Merlin Monthly Membership, we will continue to suspend monthly payments until our attractions reopen.
At the same time, we will review the terms and conditions of Merlin Annual Passes to ensure that they still deliver great value for passholders. Please bear with us whilst we work out all the details of this. Updates will be posted on our website:
13: I cancelled my booking in March / April, but would like to visit later in the year – what are my options?
We’ve relaxed our booking amendment terms and conditions so you can now reactivate your booking and move it to another date later in the season, with the price frozen at the original rate. Any affected guests should have heard from us already but if not, please contact firstname.lastname@example.org for advice.
14: I bought an Annual / Season Digipass for ride photos – what will happen to that?
We are in contact with Picsolve and other alternative photography providers. We hope to have a solution in place before Thorpe Park Resort reopens and we will update our website with information for Season Digipass holders as soon as we can.