Last updated on 14/12/2021
FACE COVERING UPDATE - Please note that it is mandatory for all guests over the age of 11 years old to wear a face covering throughout our indoor attractions unless you are exempt.
COVID PASS UPDATE – In line with the latest Government guidance, guests visiting us will not be required to show an NHS COVID Pass on entry.
Frequently Asked Questions
In line with the new government update, it is mandatory to wear face coverings in all our indoor public spaces unless you are exempt. We ask that guests play their part in helping to protect themselves and each other.
Our attractions continue to provide an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff.
These safety measures also ensure we adhere to Government and local authority guidelines to create a safe experience for everyone.
Part of those ongoing measures include all guests (over 11 years old) wearing face coverings in our indoor retail spaces (unless exempt) – although pubs and restaurants are exempt.
Guests are asked to respect Government guidance and be considerate to their fellow guests and to hard-working staff.
If you refuse to wear a face covering and have no form of exemption documentation or sunflower lanyard, then you may not gain access to the attraction.
We accept these and these are a clear visual marker to our teams that you are exempt.
At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures. These measures ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.
We still have hygiene and safety measures in place throughout all our attractions, including continued deep cleaning and hand sanitisers.
In line with the new Government updates (from 30 November 2021 at 4am), it is mandatory to wear face coverings in indoor shops. We ask that guests play their part in helping to protect themselves and each other.
We strongly recommended any guests over the age of 11 wear a face covering in indoor spaces and are required to do so in our shops and retail spaces, unless exempt.
We are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our staff and guests is our absolute priority. We still have a range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff, and these may include:
- Personal Protective Equipment (PPE) and clothing for our staff in some enclosed areas, such as masks/visors
- Continued focus on hygiene stations and hand sanitiser at key locations
- Deep cleaning
At Merlin Entertainments we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to Government and local authority guidelines to create a safe experience for all guests and staff.
Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff where appropriate.
We ask all those who visit our attraction to maintain good hygiene practices, including utilising the hand sanitiser located around the attraction and if they, or any family member, displays any symptoms of COVID-19, that they postpone their visit.
Please be assured that we work in close cooperation with the local health authority to support any direct enquiries to them and will act immediately upon their advice. The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.
You will be able to find NHS QR code ‘check-in’ posters at key points around the attraction entrance and you are encouraged to scan the NHS QR code with your smartphone on arrival at our attraction. These QR posters can be scanned on the NHS COVID-19 smartphone App.
We encourage all guests to check in with the NHS app which can be found at the attraction entrance. For any experiences where you will be eating or drinking, we will be collecting your details manually.
No, you are not required to present your NHS Covid-19 vaccine pass to gain entry.
The Government has given guidance that the following settings do not need to apply COVID-19 status checks as a condition of entry, unless they are holding an event that meets the criteria for venues or events requiring mandatory use of checks:
- museums or art galleries
- theme parks and fairgrounds
- other tourist, heritage, or cultural sites (including zoos, aquariums and botanical gardens)
- recreation and leisure facilities (such as bowling alleys, amusement arcades and bingo halls)
- sport and physical activity facilities (such as gyms, swimming pools, and skating rinks)
- play areas or centres
- transport hubs and public transport
- retail, including markets, shops, shopping centres, and supermarkets
More information can be found here
Ticket Information & Bookings
It is easy to revalidate your ticket to visit on a later date. You can change your ticket date via our booking portal, details of which you can find on your e-ticket. Our booking guarantee allows you to move your ticket up to five times, with the flexibility to move bookings up to 24 hours before your arrival time.
If you require any further assistance please get in touch with our Guest Experience Team on LDGuestExperience@merlinentertainments.biz including your Name and Booking Number in the email, and we will assist you further. We anticipate high email volumes over the next few days and appreciate your patience as our team works through all inquiries.
Please get in touch with our team on LDGuestExperience@merlinentertainments.biz
All Merlin Annual Passholders are required to book online to secure their entry timeslot using the Passholder pre-booking hub.
All Merlin Annual Passholders are able to visit The London Dungeon, but certain pass types have restrictions on select days. For all restrictions, please check here.
As we are set to be very popular this year, we would advise any passholder wishing to visit to pre-book as early as possible to ensure that they secure their entry. If you are aren’t able to see any availability on the date or time you are looking to visit, please look at visiting on an alternative date, or checking back at a later time to see if tickets have become available.
BEFORE YOU ARRIVE
Pre-booking is essential
Please make sure you have made your booking online. Before leaving home, please check our website and social media pages for the latest attraction information.
Do not travel if you have symptoms
We politely request that you refrain from visiting our attraction should you start displaying any of the symptoms associated with COVID-19. Please contact Guest Services should you need to amend your booking.
We are now a cashless attraction. Please be ready to make on-site payments using a 'contactless' bank card.
AT THE ATTRACTION
We continue to have additional hygiene and safety measures in place throughout our attractions, including enhanced cleaning, plentiful hand sanitiser points, maximised building ventilation and some suggested social distancing markers.
It is mandatory for all guests over the age of 11 years old to wear a face covering throughout our indoor attractions unless you are exempt.
We politely request that our guests uphold the highest possible hygiene standards – through regular hand washing and the frequent application of hand sanitiser which are available through our attraction.
Some of our guest experiences may still be adapted or modified to ensure guests and staff have the best experience whilst taking into account some social distancing and staff safety.
Booking with confidence guarantee
At Merlin, we recognise we’re all living in unprecedented and uncertain times, but that everyone also needs something a little magical to look forward to. Our ticket guarantee provides you with the confidence to book your ticket, safe in the knowledge that you can move it if anything interrupts your plans.
The guarantee is free of charge for all standard and multi-attraction bookings.
You are covered in the event of:
- The attraction you have booked being closed
- UK Government restrictions on travel
- You being unable to travel due to sickness and/or isolation
You can change your ticket dates via our booking portal, details of which you can find on your e-ticket. You can move an attraction ticket up to 5 times, with the flexibility to move bookings up to 24 hours before your arrival time.
This guarantee applies to all standard and multi-attraction tickets, but is not currently applicable to premium tickets.
*Multi-attraction tickets are valid for 90 days from the date of your first attraction visit. You can move the ticket up to 5 times within the 90 days.