Frequently Asked Questions
The re-opening of our Park is in line with the latest Government guidance set out in ‘Step 2’. We have been in contact with the Government and relevant local authorities and our phased reopening plans are in accordance with recent updates from the Government.
We are looking forward to welcoming guests back and the health and safety of our guests and staff is always our number one priority. We will continue to operate at a reduced capacity and our additional hygiene and safety measures which guests have seen throughout 2020 remain in place in 2021. All of these measures are reviewed daily and adapted where necessary.
The health and safety of our guests and staff is always our number one priority and as a Covid-secure venue we will continue to provide an extensive range of hygiene and safety measures to ensure you have a fun and safe day out.
This includes temperature checks on arrival, enhanced cleaning, one-way systems, and social distancing markers in our ride queues, shops, restaurants and more. To allow for social distancing and additional cleaning, we have reduced the number of guests that we let into the Park each day and everyone must pre-book their tickets.
From 12th April 2021, face masks are now required on all rides (we recommend you remove these on water rides) for guests aged 11 and over*, as well as in other locations throughout the Park.
*Government exemptions are outlined here. People with certain health conditions and people with a disability are exempt. Water/splash rides also excluded. Guests who are exempt from wearing a face mask are welcome to collect a face mask exemption wristband from Guest Services, the Ride Access Pass Hub, in The Beginning or The Sensory Space in Heartlake City. Face mask exemption wristbands make communicating face mask exemption at each attraction much quicker and easier.
If you’re visiting from 12 April 2021, our outdoor rides will be open and character meet and greets will go ahead. Our indoor rides, indoor restaurants and shows will open from 17th May 2021.
We have reduced the number of guests we are allowing to visit the park each day. This is to allow for social distancing, additional cleaning and to give our guests the best possible experience when they visit us for their day out.
Yes. You will find the NHS QR ‘check-in’ code posters at key points around our Resort and all guests in your party aged 16+ are required to scan the NHS QR code with your smartphone on arrival at the Park, Hotels, theatre and at any of our indoor or outdoor restaurant seating areas (not required in our takeaway food outlets).
For people who do not have a smartphone or do not want to use the NHS COVID-19 App, we will continue to manually record guest information for those aged 16+ (including via our booking systems).
As per Government legislation; failure to use the app or provide your details will result in you not being permitted into the restaurant.
Guests aged 11 and over* are required to wear face masks on all rides. We recommend you remove your face mask on our water rides. Guests are also required to wear a face mask in indoor settings such as shops, when queuing indoors for food and drink, and in our Guest Services buildings.
Guests who simply do not wish to wear a mask will be refused entry to our rides, attractions and enclosed buildings.
Guests who are exempt from wearing a face mask are welcome to collect a face mask exemption wristband from Guest Services, the Ride Access Pass Hub, in The Beginning or The Sensory Space in Heartlake City. Face mask exemption wristbands make communicating face mask exemption at each attraction much quicker and easier.
*Government exemptions are outlined here. People with certain health conditions and people with a disability are exempt. Water/splash rides also excluded.
Guests can pre-order a LEGOLAND branded face mask when purchasing tickets. These can be collected from the Ticket Office when you arrive.
The health and safety of our guests and staff is our number one priority. Guests aged 11 and over are now required to wear face masks on all rides unless they are exempt under Government guidelines. This change in policy is based on our learnings from 2020 and the current state of the pandemic and is consistent across all Merlin Entertainments theme parks. Guests are recommended to remove their face masks on our water and splash rides.
To be safely admitted into LEGOLAND Windsor, all employees and guests (aged three and above) are asked to participate in a temperature check using a non-touch thermometer. These non-invasive temperature checks are a condition of entry.
Guests who display a high temperature of 37.8 °C or above will be asked to wait in a designated area for ten minutes before having their temperature rechecked. If their temperature remains at 37.8 °C or above they will not be permitted entry and all guests in this party will have their tickets revalidated for use during the next 12 months.
We ask guests to play their part in helping to protect themselves and each other and if you or anyone in your household displays COVID-19 symptoms, we kindly request that you rearrange your visit.
Guests with health conditions and disabilities related to higher bodily temperatures should speak to our customer services team here upon booking to ensure we can provide the correct assistance on an individual basis.
We understand that some guests may have certain health conditions and disabilities that may cause them to run a higher temperature. Our non-invasive temperature checks are specifically checking for bodily temperatures of 37.8 °C or higher, which is considered a fever, to help ensure the safety of our staff and guests. This is in line with UK Government guidance.
If you have any concerns, please contact our customer services team here before your visit to ensure we can provide the correct assistance on an individual basis.
The health and safety of our guests and staff is always our number one priority and we have introduced additional hygiene and safety measures across the whole Resort, including social distancing.
Social distancing is everyone’s responsibility and you will see clear markers and signs asking you to keep a safe distance between guests which we ask you to observe at all times. This includes at the entrance, in ride queues, in our restaurants, shops and more.
For everyone’s safety and to ensure the best possible guest experience we have reduced the number of guests that we let into the Resort each day.
Our Covid-19 marshals and other team members will help to direct you along the best routes to avoid crowds or queuing. We will be constantly monitoring the flow of guests and we ask you to please pay attention to the signage which will tell you important information and highlight social distancing measures.
Guests who continuously ignore the rules will be kindly asked to leave the Resort.
To minimise contact between parties we will be leaving empty seats and rows between guests on our rides.
We will be cleaning more regularly than we already do across the whole Resort and have introduced enhanced cleaning regimes, in line with Government guidance. These will be taking place throughout the day to disinfect high-frequency touch points, such as tables and chairs, ride restraints, service counters, door handles, lift buttons, toilet handles and taps.
As with our team, we ask all guests to uphold the highest possible hygiene standards – catching a cough or sneeze with a tissue or in your sleeve and regular hand washing and the use of hand sanitiser.
All ride seats, restraints and surrounding areas are frequently and thoroughly cleaned throughout the day, as well as before the Park opens and when it closes. We have installed hand sanitiser at the entrance and exit of each ride and we ask guests to use this before and after they ride, as well as regularly washing their hands during the day.
Yes, hand sanitiser will be available at various points throughout the Resort for guests and staff, including at the entrance and exit of each ride.
As always, our staff and guest’s safety and wellbeing is our top priority. All staff complete regular Covid-19 training relating to our additional health and safety measures, informing them how to stay safe, and how to keep you safe.
Just like our guests, all staff members will have daily non-invasive temperature checks when they arrive at work.