Accessibility Policy

Ride Access Pass Policy

This policy is designed to make reasonable adjustments to assist guests who do not understand the concept of queueing. Guests who qualify for the Ride Access Pass scheme must register with us prior to using the system. Registration can be done online via our website or on the day of your visit at guest services either in The Beginning or Heartlake City, please note if registering on the day of your first visit that there may also be other guests registering which can cause some queuing time.

When registering you will be required to provide us with some form of documentation stating the nature of disability for the person eligible for the Ride Access Pass.  This documentation must be in the form of a doctor’s letter dated within the last 12 months or a D.L.A, P.I.P, or DWP letter along with a doctors letter that outlines the nature of the disability, we do not accept blue or orange badges as these do not explain the nature of the disability. If you choose to register online you can submit copies of your documentation prior to your visit to aid with any wait there may be and to prevent you from having to present this on each visit. Once you have registered for a season this will be valid for the entirety of that season. 

Our staff are not medically trained so unless there is a clear explanation of the nature of a disability stated we are unable to know what services may be required. Guests who are issued Ride Access Passes will be required to sign a declaration when first registering. To make the Ride Access Pass as user-friendly as possible we use smartphone technology, therefore in order to use our Ride Access Pass you will need to bring a smart phone or wifi enabled smart device such as a tablet. Once you have presented all your documentation (online or at our guest services) and signed our declaration one of our staff will issue you with a login for access to your Ride Access Pass for the day. Each member of your party will also be given hand stamps a red one for the guest with the disability and black ones for the guests accompanying them.

Please note that for each Ride Access Pass we issue there is a maximum of 4 people able to book on one ride at any time. This should be the guest with a disability with up to 3 accompanying people. In order for the Ride Access Pass to be used the guest with the disability and the red hand stamp must be experiencing the ride and be with at least one accompanying black hand stamp guest. Each time you visit you will need to obtain a new login and new hand stamps. Once logged in to your Ride Access Pass you will be able to book a ride, this will then notify you of a time to arrive at that ride so you do not have to physically wait in the main queue. On the map side of this policy you will see the appropriate entrance for each of the rides you are using. Once you have beeped in with the host on the ride using both your smart devices you will then be able to book your next one.  In order to aid any long waits for rides you will also on the day of your visit be able to choose a one shot for one ride.  This will allow you to go straight to that ride at any time within the day of your visit.  This must be pre-booked when collecting your login for the day and can only be used once.  Please note there are limited numbers for each ride so it is first come first served. These terms of use are subject to change.

Wheelchair Pass Policy

This policy is designed to make reasonable adjustments to assist guests who are using a wheelchair or similar mobility aid whilst using our Resort.  Guests who qualify for the scheme must register with us prior to using the system.  Registration can be on the day of your visit at guest services either in the Beginning or Heartlake City, please note when registering that there may also be other guests registering which can cause some queuing time. When registering you will be required to show us your mobility aid, this also allows us to provide you with the best possible advice on using our Resort as it has many inclines due to the natural setting we are located in.

Once you have registered for a season this will be valid for the entirety of that season.  To make the Wheelchair Pass as user-friendly as possible we use smartphone technology, therefore in order to use our Wheelchair Pass you will need to bring a smart phone. Once you have been to guest services staff will issue you with a login for access to your Wheelchair Pass for the day. Please note that for each Wheelchair Pass we issue there is a maximum of 4 people able to book on one ride at any time. This should be the guest with a disability with up to 3 accompanying people. In order for the Wheelchair pass to be used the guest with the disability must be experiencing the ride and be using their mobility aid at point of entry to the queue line.

Each time you visit you will need to obtain a new login. Once logged in to your Wheelchair Pass you will be able to book one of the 15 rides that are not accessible via the main queue line, this will then notify you of a time to arrive at that ride so you do not have to physically wait in the main queue. On the map side of this policy you will see the appropriate entrance for each of the rides you are using. Once you have beeped in with the host on the ride using both your smart devices you will then be able to book your next one.  Please note that the wheelchair pass is only for rides that are not accessible through the main queue line.  All other rides are accessed through the main entrance.

The rides available on the Wheelchair Pass are:

  • S.Q.U.I.D Surfer
  • LEGO City Coast Guard HQ
  • DUPLO Train
  • Scarab Bouncers
  • Dragons Apprentice
  • Viking River Splash
  • Destiny’s Bounty
  • Raft Racers
  • Driving School
  • Balloon School
  • Sky Rider
  • Atlantis Submarine Voyage
  • Laser Raiders
  • Jolly Rocker
  • Learner Drivers