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COVID-19 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 have re-opened 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 York Dungeon is closed will be able to use their tickets on any other day during the 2020 season.

Frequently asked questions

The decision to close The York Dungeon temporarily was based on the guidance from the Government in response to the Covid-19 outbreak.

The York Dungeon is open! Tours are available for up to 8-10 people or a maximum of 4 households, and run frequently throughout the day. To ensure safety, some elements of the York Dungeon experience may have been closed or adapted … but rest assured we will still be delivering plenty of scares and surprises!

Yes, all visits will need to be booked online in advance. This includes annual pass holders and those with promotional vouchers, flexi tickets, unused bookings from during our closure and those with complimentary tickets. You can book tickets and find out more here.

All guests will be required to wear a face covering/mask within any indoor space including queues, gift shops, indoor rides and indoor attractions. We are continuing to monitor this guidance closely. We encourage all our guests to help protect themselves and each other when visiting attractions.

* Children under 11 and people with certain health conditions and disabled people are exempt. 

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

If you have booked tickets to visit The York 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)

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 yorkguests@merlinentertainments.biz

If you have booked a ticket to visit The York 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)

Please contact yorkguests@merlinentertainments.biz and the team will be happy to help as quickly as they can.

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

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