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COVID-19 (Coronavirus)


Last updated: Monday, 23rd March 2020

VISITOR INFORMATION


As a precautionary measure, and in line with our established contingency plans across the business, we have temporarily paused the operation of our set tours for the safety and welfare of all our staff, production teams and guests.

For any guest with a booking in March and April, you will receive an email from us informing about our decision to postpone tours, and providing details of how you can choose to rebook when tours resume, or alternatively request a full refund.

If you have one of our gift tickets, these remain valid and will allow you to book once we resume tours. 

If you have purchased tickets or are on coach/group bookings via a third-party company, please contact them directly. Please note, refunds will not be given for any travel, accommodation or additional expenses.

Our team are working hard to contact all of our guests booked until the end of April, and therefore at this time, there is a longer than usual delay in responding to general enquiries not relating to the temporary closure of tours.


FAQS

How long will the Tours remain closed?
We are continuing to monitor the situation closely and will post any updates on our website and social channels.


Can I book a ticket for later in the year?
We are currently suspending all future bookings. However, when the situation changes, updates will be posted on our websites.


I have booked a ticket through a third-party agent, can I still get a refund?
If you have booked a ticket through a third-party agent, please contact them directly.


I have booked a ticket to visit from May onwards, what about me?
We are continuing to monitor the situation. If this closure continues to affect your booking, a member of our Visitor Services Team will contact you to advise on options regarding rebooking or refunding your order.


 I have booked a visit using a gift ticket, how will I be refunded?
If you have booked a visit to our tours using a gift ticket, you will be given the same options to either rebook or receive a full refund for your order. The refund can only be made to the original booker who purchased the gift ticket.


Can I redeem a gift ticket?
Once booking of our tours resumes, you will have the option to redeem your gift ticket through our website as usual. Gift ticket availability will be extended to take account of tours being suspended. At this time, our booking system is offline until further notice.


I have an unredeemed gift ticket that’s due to expire, will this be extended?
If you have a gift ticket that is due to expire, this will currently be extended to be valid until the end of the year. This will be automatic and there is no need to contact us.