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Covid-19 FAQs

We are open!

Following the latest UK Government update, we can confirm that the London Dungeon remains OPEN. The health and safety of our guests and team is always our number one priority and to keep everyone safe we have the highest standard of health and safety measures in place, which you’ll see when you next visit 

From the 17th October we ask that all guests adhere to the latest Government guidance and only visit our attraction with members from their our own household or support bubble. As a COVID-19 Secure venue we can still host larger numbers in total but groups from separate households must not mix or form larger groups. We will continue to monitor Government guidance closely.

Read some of our Frequently Asked Questions below.

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Which local COVID alert lever are you?

Following the Government’s introduction of a tiered response to COVID-19, please use this guide to help you decide if you can still visit the London Dungeon

  • From the 17th October we ask that all guests adhere to the latest Government guidance and only visit our attraction with members from their our own household or support bubble.

 

  • As a COVID-19 Secure venue we can still host larger numbers in total but groups from separate households must not mix or form larger groups. We will continue to monitor Government guidance closely.

 

  • Before leaving home, please check our website for the latest information

Information for guests looking to book tickets and those with existing tickets

If you live in an area that’s been designated Medium or High Alert, you can still visit.  We look forward to seeing you soon.

If you live in an area that’s been designated Very High Alert, or you live in Wales or Scotland, you are advised to avoid non-essential travel. If you purchased your ticket after 9th October please use the link on your ticket to rearrange your visit. If you purchased your ticket before 9th October please get in touch with our Guest Experience team on LDGuestExperience@merlinentertainments.biz

Pre-booking your visit online is essential for all guests as we have reduced our capacity to allow for social distancing. You need to pre-book a date and time of your choosing in advance. Book your time slot here.

Merlin Annual Passholders can click here and pre-book entry for £1 per Passholder. Every passholder in attendance must pre-book their admission and present both the reservation and their valid Pass at the entrance. Under 3s must also pre-book admission.

Please be advised that regular exclusion dates apply as per your Pass terms and conditions.

If you have booked one of these tickets AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Book your time slot  here

If you have booked one of these experiences AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). Once the attraction re-opens, you can visit on a date of your choosing. For these experiences please contact our Guest Experience Team on LDGuestExperience@merlinentertainments.biz 14 days prior to when you plan to visit to book you into a time slot.

If you have booked one of these tickets AND our attraction is closed on the date you intended to visit, your ticket is valid until the end of the year (31 December 2020). You will need to pre-book a date and time of your choosing in advance as we have reduced our capacity to allow for social distancing. Please refer to the time slot booking instructions below for each ticket type.

If you have purchased a Combination ticket, please refer to the following instructions for each attraction:  

  • The London Dungeon: book your time slot here
  • London Eye: book your time slot here
  • Madame Tussauds London: book your time slot here
  • SEA LIFE London Aquarium: book your time slot here
  • Shrek’s Adventure! London: book your time slot here.     

We ask you to contact the company directly. If they require any information from us, please email our Guest Experience Team LDGuestExperience@merlinentertainments.biz and we will be more than happy to help.

Guest Questions

The London Dungeon is in a designated High Alert (Tier 2) area. This means that we will remain OPEN with our high standard health and safety measures in place.

The health and safety of our guests and team is always our number one priority. In line with Government guidelines, our teams have implemented numerous measures to ensure the safety and well-being of our guests. Alongside this, our attraction has been awarded the VisitEngland ‘We’re Good to Go’ charter mark. We ask anyone visiting our attraction to observe all the latest Government guidance: from 17th October only visit our attraction with members from your own household or support bubble; if you live in an area that’s been designated Very High Alert, or you live in Wales or Scotland, you are advised to avoid non-essential travel.

Yes, guests will need to wear a face covering when visiting our attraction as a condition of entry. Face coverings are not required for children under the age of 11 or for people with certain health conditions and/or disabilities. In addition, visitors will see our guest-facing employees wearing Personal Protective Equipment including facemasks and visors.  Hygiene screens have been installed in front of many of our food stalls and shop counters, and we have installed social distancing markers throughout our attraction.

We have implemented an extensive range of safety measures across the attractions. For more details, please see our Know Before You Go page. 

We’re restricting the number of guests who can visit each day, to ensure we can maintain social distancing in all areas of the attraction. 

Our toilet facilities will be open for guests and we have introduced new measures within these facilities to ensure spatial distancing. Enhanced cleaning will take place throughout the day

We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment.

However, we understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus, or if it’s unsafe for you to travel you may require to change the date/time of your visit to our attraction. Please contact our Guest Experience team on LDGuestExperience@merlinentertainments.biz and they will be happy to discuss your options.  If you have booked through a third party, please contact them to discuss your booking.

No, prebooking is essential as we have significantly reduced the daily ticketed capacity of our attraction to allow for social distancing and the best possible experience. All guests will need to pre-book their tickets online. If you already have a ticket, you will still need to book into a time slot online here

We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please contact: LDGuestExperience@merlinentertainments.biz If you have booked through a third party, please contact them to discuss your booking.

Employees and guests are asked to participate in a temperature check using a non-touch thermometer. Anyone who is displaying a temperature above 37.8 degrees Celsius will unfortunately not be allowed to enter.  In this event we will gladly rebook your visit when convenient and at no additional cost; we do not expect anyone to be penalised for doing the right thing.

Visitors with certain health conditions and disabilities related to higher bodily temperatures should speak to the customer services team upon booking to ensure we can provide the correct assistance on an individual basis.

We ask any guests visiting our attraction from an area subject to local lockdown to follow the relevant government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.

More information can be found here: www.gov.uk/government/publications/local-lockdown-guidance-for-social-distancing

The Government has issued new advice on holidays in England if you are travelling to or from an area subject to local Coronavirus restrictions. If you are affected by a local restriction, please familiarise yourself with the latest Government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.

More information can be found here: www.gov.uk/guidance/guidance-on-holidays-in-areas-with-local-coronavirus-covid-19-restrictions