Covid-19 - information for guests

Coronavirus (Covd -19) Information for Guests

Covid-19 (Coronavirus) – Information for Guests

Since we closed in March, we’ve been working tirelessly to make sure that when we’re ready to reopen and welcome you back, it will be in the safest way possible, so we are delighted that we can re-open our doors on July 18th

Our team of health and safety experts are creating a plan which will enable us to deliver on our promise of keeping your well-being and safety as our top priority. ​Some of the measures may be clearly visible to you from the moment you arrive at the attraction and others require consideration from our guests to help ensure everyone has a great visit

To find out more about the health and safety measures we are putting into place, click here.

Guests with pre-booked tickets for dates when The Edinburgh Dungeon is closed will be able to use their tickets on any other day during the 2020 season.

FAQs

1. Why was The Edinburgh Dungeon closed?
The decision to close The Edinburgh Dungeon temporarily was based on the guidance from the Government in response to the Covid-19 outbreak.

2. When will The Edinburgh Dungeon reopen?
The Edinburgh Dungeon will re-open on July 18th. Tours will be available for up to eight people at a time, and will run every 15 minutes. Our rides will be temporarily unavailable at this time, but don't worry- we will still be delivering plenty of scares and surprises!

3. I have a booking when the attraction is closed – what can I do?
If you have booked tickets to visit The Edinburgh Dungeon no action is required and you do not need to contact us to arrange your future visit. Simply reserve your time slot on our tickets page, by selecting the 'Other Tickets' option to reserve your visit for free. When you arrive at the attraction just present your unused ticket(s) that show the original date (between 20th March and 17th July 2020)

4. What about if my booking is after 17th July 2020?
Please understand that we are prioritising guests with bookings in the next few weeks. Any attraction tickets purchased for dates beyond 17th July 2020 will, at this time, be subject to regular terms and conditions. You can move your booking to another date, if you wish to move the date of your visit, please contact edinburgh.dungeon@merlinentertainments.biz.

5: I have booked tickets to visit for a date between 21st March and 17th July 2020, can I get a refund? (Includes promotional tickets, tickets purchased from The Edinburgh Dungeon and via any authorised 3rd party sellers)
If you have booked a ticket to visit The Edinburgh Dungeon between 21st March and 17th July 2020 your ticket will be valid for use on any date during the 2020 season. No action is required and you do not need to contact us to arrange your future visit, simply reserve your time slot on our tickets page, by selecting the 'Other Tickets' option to reserve your visit for free. When you arrive at the attraction just present your unused ticket(s) that show the original date (between 20th March and 17th July 2020)

6: I have booked tickets for a date between 21st March and 17th July and I can’t return to the attraction during 2020, what are my options?
Please contact edinburgh.dungeon@merlinentertainments.biz and the team will be happy to help as quickly as they can.

7: 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. Can I have a refund?
As our attractions are closed, we will be extending your Merlin Annual Passes to account for the period of time that our attractions are closed. We’ll be taking care of this for you, so there’s no need to get in touch with our customer service team. Your existing Passes will be automatically extended in our ticketing system – so once our attractions reopen, your Passes will scan as normal at the ticket barriers. You are not required to have your Merlin Annual Pass cards reprinted. Unfortunately, we’re unable to offer refunds to customers who have paid for the Merlin Annual Pass as this is a non-refundable product (see clause 6 in our terms and conditions www.merlinannualpass.co.uk/terms) Further information can be found here: www.merlinannualpass.co.uk/coronavirus

8: As the Merlin Attractions are closed until further notice, I’m not able to use my Merlin Membership. Can I cancel my Membership?
As our attractions are closed we will be ensuring our Merlin Members are not paying monthly for the period of time that our attractions are closed. We will be automatically freezing your Membership from the 1st April and payments will be suspended until our attractions re-open. Unfortunately as this is a 12-month contract we’re unable to cancel your Membership (see clause 27.2 in our terms and conditions https://www.merlinannualpass.co.uk/information/membershipterms).
Further information can be found here: www.merlinannualpass.co.uk/coronavirus