COVID-19 Frequently Asked Questions

We know a lot of you have questions about your visit, so we’ve pulled together some of the most common ones below!

When are you opening?
What are you doing to make the park safe?

The safety and comfort of our guests and staff has always been priority and as the park opens following the COVID-19 lockdown, some new measures, procedures, and protocols will be introduced.

You can find out more about these measures, including capacity limits, new sanitisation stations, improved signage, enhanced cleaning regimes and staff traning, on our COVID-19 Guest Information page.

How do I purchase tickets?

As there are capacity limits in place, we strongly advise that bookings are made online ahead of visiting the park to guarantee entry on your chosen date. Until further notice, we also advise Frequent Visitor Pass holders to book online prior to visiting. During the booking process online, you will see a traffic light indication of how close to capacity the park is on any given day.

Can I still purchase a Frequent Visitor Pass?

2020 Robin Hill, Blackgang Chine & Joint Park FVPs are no longer available to purchase.

2021 Frequent Visitor Passes will be available from 27th November. You can find out more about these here.

Can I still purchase food & drink on-site?

Absolutely! Most of our food & drink outlets will be open.

Indoor seating within our outlets may be closed; however, our outdoor patio areas will remain open and seating arrangements have been altered to allow adequate space between guests. We request that all guests adhere to the new ordering and collection procedures which are clearly signposted.

If you are bringing your own picnic, we ask that, where possible, you take your waste home for responsible disposal.

Can I still visit the shops on-site?

Of course! All our shops will remain open; we simply ask that all guests adhere to the social distancing and one way systems in place.

Will car parking change?

Guests arriving by car will be instructed to park in line with current social distancing guidelines. There is ample parking available to ensure we're able to park your vehicle quickly and safely. We ask that visitors please respect social distancing when leaving and returning to their vehicles.

Where can I find hand-washing facilities?

In addition to the hand washing facilities available in our toilet and baby changing amenities, we have installed several hand sanitiser stations strategically located around the park for the convenience of our guests. You will be directed by appropriate signage to use these stations both before and after entering certain attractions and facilities.

Although hand-washing facilities are readily available, we advise you bring your own hand sanitiser with you too.

Will the toilets be open?

All our toilet facilities will be open with the appropriate social distancing measures in place. We will be running enhanced cleaning schedules across these facilities to ensure a clean and safe environment for everyone.

Do I need to wear a face covering?

As per Government advice, face coverings are now mandatory for all guests (except children under 11yrs and those with a medial exemption) in all indoor areas, queue lines and on some rides. This includes our admissions building so we advise all guests to have one to hand when arriving at the park. It is not necessary for guests to wear face coverings whilst exploring the park’s outdoor environments.

Is the park cash-free?

Yes! We will not be accepting any cash payments at any point within the park so please ensure you are able to make card or contactless payments for the day of your visit. As a result, our pay-per-play arcade games will not be operational.

What if I feel unwell before my visit?

Should any guests be displaying symptoms of COVID-19, including a high temperature, ahead of visiting the park, we politely request that they do not visit. Guests displaying a high temperature (over 37.8) upon arrival will be refused entry.

If you have already pre-booked tickets and are unable to visit due to showing symptoms, please contact us on [email protected] with your booking reference number.

What can I expect when I arrive?
Upon arrival, you will be instructed to park according to social distant measures.
You’ll then be directed via signage to the new queuing system where a member of staff will perform a non-invasive, contact-free temperature check. (If the result of this test is 37.8 or higher, your group will be refused entry for the safety of all guests and staff)
In order to minimise the number of people within our entrance building, we may ask you to wait outside until you’re called forward to one of our till points.
Please ensure you have your tickets ready for scanning to get you through the entrance as quickly as possible so you can enjoy your day in the park!
Our team will do everything they can to make this as smooth as possible for all our visitors, however, please be advised that during busy times you may be queuing outside so that we can admit people safely. We advise you come prepared!
How do I social distance on rides?

The seating plans on our rides and within some of our attractions have been developed and adjusted to allow social distancing in order to minimise contact between guests.

Please follow all the instructions given by our ride operators and the appropriate signage.

Will everything be open?

The majority of our attractions and facilities will remain open. However, it is not feasible to implement the necessary social distancing measures on certain attractions so the following will be closed until further notice:
Hedge Maze, The Musical Pet Shop and all pay-per-play arcade games. 

We will continue to monitor the closure of these attractions in line with the latest Government advice and revise them as appropriate. Additional operations and facilities may be modified or suspended without notice.

What about free carer tickets?

Carers are able to enter the park free of charge with a full-paying individual, as per our standard terms and conditions.

In order to adhere to our capacity limits in-park, you will be required to book a slot for carers when purchasing via the website. Please simply select the ‘Free carer’ option and add this to your basket. No charge will be added for this additional ticket.

Please ensure that you bring the necessary and correct documentation with you when you visit. More information can be found on our Accessibility page.

I have a FVP, why do I have to book?

The park will be operating at a limited capacity to allow for all social distancing measures deemed necessary for the date of your visit. This allows us to ensure we deliver the best possible guest experience. As a result, we advise that all visits, including those by Frequent Visitor Pass holders, are booked in advance on the website to guarantee entry on your selected date.

Please note that you will need to book a place for everybody within your group (including under 4s.).

We hugely appreciate the on-going support of our Frequent Visitor Pass holders and thank you for your understanding.

As a FVP holder, is there anything else I need to know?

If you purchased your 2020 Frequent Visitor Pass before 10th August 2020, it will automatically be extended to expire at the end of the 2021 season. No action is required for customers who currently hold a valid 2020 pass.

You will be required to book a free space for under 4s. Their park entry will remain free of charge, but in order to track capacity limits within the park, they will require a ticket to enter. This can be added to your online booking.

I'm visiting with an individual who has additional needs and struggles with queuing, what can I do?

If you're planning to visit the park with an individual who has specific additional needs, please check our Accessibility page for more detailed information.

For those who struggle queuing, we request that you contact us ahead of your visit, either by calling 01983 730330 or emailing [email protected] to make us aware of your visit. Our admissions team will endeavour to make arrangements to make your visit as comfortable as possible.

How are you following track & trace requirements?

All visitors who have booked tickets online (including our Frequent Visitor Pass holders) have already input the necessary information required by the Government’s track & trace system when booking. Any visitors arriving on-site who haven’t previously shared their information with us, will be required to supply a name and contact telephone number to the admissions team at the tills. All data collection and storage will be compliant with GDPR guidelines.

I have another question...

If you've still got a query, please email [email protected] and one of our team will respond to you as soon as possible.