The LEGOLAND® Windsor Resort FAQs Print
ATM/Cash Machine Locations
Our ATMs are located at The Beginning and in Heartlake City.
Baby Care Centre
This area, located in the Guest Services building in Heartlake City, offers a private place for parents to breast or bottle feed their babies and change nappies.
You will also find baby food is available in Hill Top Cafe and Heartlake Park Cafe. Please ask a member of staff behind the counter.
If you wish to reheat baby food, simply speak to a member of staff at our restaurants and they will be happy to provide you with a jug of hot water to help you reheat your food. For health and safety reasons, we will be unable to reheat food, provided by guests, in our restaurant kitchen facilities.
We love birthdays here at the LEGOLAND® Windsor Resort, so if you're celebrating at the park we can add your name to our resort birthday board.
To do this, simply email email@example.com at least 72 hours prior to your arrival or speak to Guest Services when you're here. And there's more, you can also collect a birthday badge from any of the ticket booths upon arrival!
Waiting times are posted at the main attractions and Park information boards to enable you to plan your day.
Why not arrive early and help us open LEGOLAND? Arrive nice and early and head to Miniland in time for our morning show, ‘Open LEGOLAND With Us’, taking place every day at 9.55am.
Rides and attractions open at 10.00am. If you are visiting during peak time, we suggest visiting the most popular attractions like the Dragon, the Driving School and Pirate Falls early in the morning or later in the afternoon.
The Sky Rider is very popular in the mornings so why not head to the back of the Park first?
Standard parking is £6 and tickets can be purchased online. Alternatively you can buy them from are Ticket Booths or Guest Services at any time during your day. Book your parking now.
There is Preferred Parking for those who wish to park closer to the entrance at a cost of £12 per car. If you book in advance online you will save £2. Please note: we will no longer be offering a Priority Parking Season Pass for 2017.
There is a disabled parking area near the entrance and this is also £6.
Car parking is included in the price of a Premium LEGOLAND Annual Pass or Premium MERLIN Annual Pass. Parking is not included in the price of a Standard MERLIN Annual Pass.
Unfortunately, we do not offer overnight parking or electric vehicle chargers.
We accept all the following cards at the ticket booths - Visa, MasterCard, Delta, American Express, and Visa Electron. All these cards can be used in stores and restaurants.
Unfortunately we cannot accept personal cheques as payment at LEGOLAND Windsor.
Dietary Requirements and Healthy Eating
Guests with specific dietary requirements are advised to contact the LEGOLAND Windsor Enquiries Team at least 24 hours in advance of their visit. The team are happy to assist and offer a variety of dining choices for guests. Alternatively, our restaurant managers are happy to discuss menu options and will do their best to accommodate requests. Please note, during peak times we strongly recommend visiting the restaurant earlier in the day.
Unfortunately, we cannot guarantee that our food is free of nut traces.
We’ve made eating at LEGOLAND Windsor healthy, tasty and fun. We serve quality, wholesome food and give clear information so that everyone can make healthier choices. Although a day out at a theme park is a time for treats, LEGOLAND Windsor recognises the need to provide healthy eating options for families.
In our ice cream parlours, you’ll find a range of low fat sorbets alongside our traditional range of artisan ice cream. Even our slush has an increased fruit content.
Please contact LEGOLAND.Enquiries@merlinentertainments.biz with any enquiries.
LEGOLAND Windsor is a family destination and we require that you wear appropriate clothing whilst in the Park. Shirts, skirts of appropriate length or trousers and shoes must be worn at all times. Any guest deemed by Park Management to be wearing inappropriate clothing may be asked to change clothes or leave the Park.
Tickets are available to purchase on the day from any of the ticket booths at the entrance. We do not sell tickets in the car parks and we do not allow any tickets to be sold on our premises. If you are approached by a member of the public to purchase tickets we cannot guarantee they are valid for entry and you may be asked to pay again.
If you already have your tickets from our Print at Home Service, small yellow tickets or an Annual Pass with your photo on it, you may proceed to the turnstiles. If you have booked in advanced with a third party company and have not received your tickets please proceed to Ticket Collection.
Enjoyed your day? Keep hold of your tickets and you can upgrade them into an Annual Pass or Merlin Annual Pass. Please ask for a leaflet or visit the Annual Pass Room for more details.
The First Aid building is located in Heartlake City and qualified first aiders are always on hand to help and advise guests.
Free WiFi Powered by The Cloud
Download the FastConnect app (https://service.thecloud.net/assets/fastconnect/) and register your device now to connect automatically upon arrival. At the resort, simply open your web browser and select “Continue online”.
Follow these easy steps to connect to WiFi during your visit:
- Check your device has WiFi switched to ‘on’
- Select 'The Cloud' from the available WiFi network list
- Open your browser and follow the on screen instructions to register or log on
Getting Around The Resort
Individual lands are clearly marked by signposts around the Resort and there are 2 large scaled maps located at The Beginning and at the bottom of the Hill Train.
We’d recommend picking up a copy of the Resort guide as you enter the Resort and using it to help you navigate between lands. Alternatively, you can download the LEGOLAND Windsor Resort app here and use the interactive map.
The Resort can be steep in places so a fun alternative to walking up or down the hill is to take the Hill Train. All pathways are suitable for wheelchairs and pushchairs.
For daily information please call the hotline on 0871 2222 001*
*Calls cost 10p per minute plus network extras
Or ask at Guest Services where our friendly staff are standing by to answer questions and offer assistance.
Visitors are advised that for technical, operational and other reasons beyond our control, any activity, attraction or show may be closed or otherwise unavailable at any time.
LEGOLAND reserves the right to vary admission rates without prior notice.
Health & Safety
Have fun and be safe.
LEGOLAND undertakes a full Health & Safety audit on an annual basis in addition to regular audits carried out by external Health & Safety consultants.
While there are many "hands-on" activities at LEGOLAND, some attractions, such as Miniland are for viewing enjoyment only. It is the responsibility of each parent and guardian to supervise those children under their care while in the park. Adults are encouraged to join their children on most rides and attractions in the park. Children under 14 years of age should be accompanied by an adult (aged 16 years +) at all times.
Safety restrictions are posted at individual rides and attractions. Please take a moment to read them carefully before considering them for you or your child. For your safety, exceptions are not possible.
- Observe ride in operation and all ride restriction signs prior to boarding.
- Obey all posted rules and verbal instructions.
- Obey all height and age restriction for each area and attraction.
- Make sure seat belts and safety restraints are secure and snug.
- Keep arms, hands, legs, feet and head inside ride vehicle at all times.
- Stay seated until ride comes to a final stop at unloading point and you have been instructed to exit the vehicle.
- If ride stops before the unloading point, remain seated; wait for ride to restart or for further instruction from the operator.
- Watch your step while entering and exiting rides and attractions.
- Keep children off railings, chains and structures throughout the park.
- DO NOT retrieve lost articles from rides without help from the attendant.
- Keep children out of water features, water landscapes, fenced water areas and the lake.
- Secure all camera, glasses, hats and loose articles of clothing, especially on rides.
- Please do not leave children unattended in pushchairs and use pushchair safety belts. Children under the age of 14 must be accompanied by an adult whilst in the park.
Due to the nature of the park being positioned on a steep hill scooters, roller skates, children’s tricycles are not permitted into the park. These items can be left at Guest Services for later collection. For their own safety we request that children wearing Heely's do not activate the wheel part of the shoe and take due care and attention whilst in the park, as LEGOLAND cannot take any responsibility in the event of an accident or incident occurring.
Lockers are available on a first come first served basis and are located around the park. Lockers require a £1 coin to operate, which is non-refundable.
Providing a safe and secure environment is a top priority for LEGOLAND Windsor. Before entering the park please make sure you have removed all valuable items (mobile phones, satellite navigation systems etc) from your vehicle. Lockers are available and these are conveniently located close to the main entrance.
Locker dimensions are 1' 10" in height and 9.5" in width.
If your little one has gone off on their own adventure, please look for any member of LEGOLAND staff who will direct you to Guest Services either at The Beginning or in Heartlake City.
Emergency contact wristbands are available at Guest Services. If you have a mobile telephone, they are a quick and effective way of helping us reunite lost children and parents.
Please report any lost articles or hand in items to Guest Services at The Beginning or in Heartlake City.
Parents and guardians with more than one child can take turns in riding with their children. The parent swap allows the parent to ride with one child, whilst the other waits, and then swap over without having to queue twice. Please ask a member of the Attractions team at each ride for further details.
Please note this service is not available on all rides and attractions.
No dogs or other pets can be admitted into the park except Assistance Dogs. Please be advised that our Dog Kennels are currently unavailable until further notice.
LEGOLAND Windsor is once again working with Ecolab to provide a robust and comprehensive pest elimination service. As the park is bordered by natural woodland, due consideration has been given to the sensitive nature of the surrounding environment. Members of the Ecolab team are working closely with park staff and supporting them with expert advice on pest control. Pest Awareness Training acorss the Resort is conducted as part of a pro-active and consistent approach.
Around 130 Wasp Bane units have been deployed around the park. As part of Ecolab’s wasp programme, specialists will be pro-actively removing Queens and nests early in the season, and we have employed more members of staff than ever before the keep the Resort clean. We do ask our Guests to help us keep the Resort as clean as possible and dispose of litter and drinks properly in order to discourage wasps from nesting in the area.
Pushchairs (double and single) are available from the BIG Shop at The Beginning for a charge of £15/£10. Please be aware pushchairs are hired on a first come, first served basis and cannot be pre-booked.
If you wish to leave the park and return the same day, at no charge, please have your hand stamped at the entrance turnstiles. Failure to obtain a handstamp will result in you not being re-admitted.
Production of a ticket will not be proof of re-entry. Before you leave the park, you can also upgrade your entrance ticket to a LEGOLAND Annual Pass or Merlin Annual Pass*. Refunds or exchanges are not possible in cases of inclement weather or attraction closure.
*Please be aware that the upgrade offer does not apply to complimentary tickets and free tickets provided by The Sun.
Don't forget the option to Buy Now, Collect Later! With our free service, you can shop to your heart's content in any of the stores, without having to worry about your items. We will keep them safe until you are ready to collect them at the end of the day. For more details, please ask at any of our shopping areas during your visit.
For more details about all the great shopping experiences at LEGOLAND Windsor, please look here.
LEGOLAND Windsor wishes to be at the forefront of reducing smoking in public places due to the fact we are designed for families with young children. There are 3 designated smoking areas in the park located opposite to Fire Academy in LEGO City, the Enchanted Forest in NEXO Knights Kingdom and next to Squid Surfer in Adventureland. These are the only areas where smoking is allowed in the park.
Smoking is not allowed in any other outdoor space, queue-line, restaurant, shop or attraction and cigarettes are not sold on site. You will be asked to put out your cigarettes by our staff members.
The policy above also applies to electronic cigarettes.
LEGOLAND Windsor is predominately an outdoor attraction with many rides being outside. Some rides and attractions may close in cases of high winds, thunder or lightning due to health and safety.
Indoor attractions include Atlantis Submarine Voyage, X-BOX ®Gaming Zone, Olivia’s House, LEGO® Star Wars™ Miniland Model Display Laser Raiders, Scarab-bouncers, LEGO 4D Movie Theatre, Imagination Factory and the Discovery Centre workshops.
Sun cream, umbrellas and rain ponchos are available from the Retail stores.
LEGOLAND Windsor regrets that refunds will not be issued due to inclement weather. If you come prepared you will still have a great day!
Age Check Wristbands
To ensure that all children on LEGO City Driving School and Learner Drivers meet the safety requirements, the ride operators will check your child's age before they start the ride. We understand that some children may be a little shy, so we now offer an optional Age Check Wrist Band where your child can simply show the band to our park ride operators.
Please Note: The bands are only available for Learner Dirvers and Driving School.
Where can our guests get this from?
Guests can collect an Age Check Wrist Band from the Heartlake City Guest Services.
Do our Guests need anything with them to receive an Age Check band?
Guests will need a passport or form of photo ID of the child they would like the band for. We will also accept a form of paper age proof such as a birth certificate as long as this is shown with a paid Childs ticket.
We welcome guests of all ages to the LEGOLAND Windsor Resort, so you are more than welcome to visit whether that be as a family or with friends. However, please note that guests under the age of 16 must be accompanied by an adult aged 18+.
Is there a dress code for Drench Towers and Splash Safari?
Adults and children are not required to wear swimwear to enjoy the attraction. The only basic rules are that footwear is not permitted and that all guests enjoying the area must be wearing some sort of clothing (not undressed or in nappies only)
Any guest wishing to enjoy the water structure must be wearing swimwear – this includes adults and children.
Adults supervising children at ground level do not need to be wearing swimwear but must not be wearing footwear.
Are adults allowed to ride on Drench Towers?
Adults are welcome to join their children on the blue and yellow slides, however the red and green slides are for under 16s only. Please note that only one person may ride on a slide at a time.
Will children have to be supervised?
All children under 6 must be supervised by an adult at all times, therefore must also be in swimwear. A supervising adult must be 16 years or over and can supervise up to 4 children. Fully trained attractions staff will be stationed at all times in Drench Towers to help guests enjoy their splash and play experience.
Are there any age and height restrictions?
All children under 6 must be supervised by an adult. A supervising adult must be 16 years or over and can supervise up to 4 children. For safety reasons, there is a 0.9m height restriction for the red and green slides (lower levels) and a 1m restriction for the yellow and blue slides (upper levels) in Drench Towers.
Please note that only one person may ride on a slide at a time.
Are there any times when Splash Safari and Drench Towers will be shut?
Yes, there will be times during extreme weather conditions such as thunder, lightning, and high winds when the attractions will be closed. Drench Towers will not open in temperatures below 10º Celsius (50º Fahrenheit).
What is timed play in Drench Towers and how does it work?
Timed play is used to control the amount of people in Drench Towers on busy days to ensure all guests in the area have an enjoyable and safe experience. When timed play is in operation, the lifeguards working within Drench Towers will allow 300 guest into the area for a timed 20 minute play session.
Once this capacity is reached, additional guests will be asked to wait in the queue line until the end of that session and will be permitted to play in the following sessions.
To signal the end of the session after 20 minutes, the water in Drench Towers will be turned off and the guests playing at that time will be asked to leave. Once the area is clear, the next group wil be allowed in and the whole process will begin again.
LEGOLAND Windsor Resort Hotel
- How do I make a booking for the LEGOLAND Windsor Resort Hotel?
Is breakfast included with all room rates?
Yes and guests will be offered a buffet-style breakfast suitable for all palates and appetites.
How many different themed rooms are there?
There are four main themes; LEGO® Friends (Premium Room), Pirate, Adventure and Kingdom.
These rooms are perfect for the ultimate LEGO® fans with bright and colourful graphics and amazing LEGO® models. Children (and adults alike) will delight in solving the special clues hidden in the carpet to unlock the LEGO surprise that awaits in the LEGO safe.
What is a View Room?
As the LEGOLAND Windsor Resort Hotel is located right in the heart of the Park, View Rooms offer a spectacular vista of the Park, including the stunning Adventure Land Lake which is home to a variety of wildlife including herons and Koi fish. There’s a mixture of themed and premium rooms available with park views.
What is the difference between a Themed Room and a Premium Themed Room?
All rooms are themed to a high standard and all children staying in a themed room will receive a LEGO gift. In addition, Premium Rooms feature full theming throughout (including the adults bedroom) and themed furniture and soft furnishings, extra LEGO features, and an exclusive LEGOLAND Windsor Hotel Pop Badge & Lanyard for each child.
One of my children is disabled. Does the Resort Hotel offer accessible rooms?
Yes, just like the Park the LEGOLAND Windsor Resort Hotel is accessible for guests with disabilities. We have up to 10 specifically designed for guests with disabilities. For more information or to book please call 0845 373 2640 for more details or to book. (Calls cost 3p per minute plus your phone company's access charge.)
What are the options if I cannot book a room with a separate sleeping area for children?
During busy periods, you may be allocated a room which doesn’t have a separate sleeping area for children. There are rooms with interconnecting doors available but these cannot be guaranteed and advanced booking is required.
How many people does each room sleep?
All rooms can accommodate up to two adults and three children. The rooms have a double bed, with a separate children's sleeping area which will consist of bunk beds with a truckle bed, and their own TV.
Some accessible rooms may not have a separate children's sleeping area. Please contact our hotel reception for more details.
Does the Resort Hotel provide travel cots and can you sleep 5 people and a travel cot in one room?
Yes, cots are available and can be accommodated in all rooms.
Are the rooms all en-suite and what facilities do they offer?
Yes, all rooms are en-suite with a bath and/or shower. Nine of the accessible rooms have shower only facilities They also have a telephone, hairdryer, TV(s), tea and coffee making facilities, movies on demand (charge applies) and high speed Wi-Fi Access (charge applies).
What benefits can LEGOLAND Windsor Resort Hotel residents enjoy?
As well as staying in a unique hotel situated right in the heart of LEGOLAND, hotel guests can enjoy exclusive benefits including 30 minutes early ride time on LEGO City Driving School, Coastguard HQ and Miniland*, free parking and a LEGO gift for every child. Please click here to view all of our Exclusive Hotel Benefits.
*Early ride attractions may change subject to availability.
Are dogs allowed in the Resort Hotel?
All certified assistance dogs are allowed in the Resort Hotel.
What facilities are there for children?
The Resort Hotel has a children’s entertainment programme, a buffet restaurant geared up for eating with young children, an indoor water play area with LEGO pirate theming, a swimming pool*, interactive LEGO play areas and features, themed lifts, low level viewing port-holes, a treasure trail carpet, themed rooms (Pirate, Adventure or Kingdom), movies on demand, separate bunk-bed area with its own TV, a dedicated LEGO TV channel, and a LEGO gift in all rooms (full gift pack in Premium rooms).
*Children under 13 must be accompanied by an adult in the swimming pool and water play area at all times.
What other leisure facilities can adult guests enjoy?
The LEGOLAND Windsor Resort Hotel has a secure access adults-only gym.
Can children use the adult swimming pool?
Yes, they can but there is also a LEGO themed indoor water play area specifically designed for family fun. During opening hours, there will be a life guard on duty. When visiting our Hotel Water Play Area Children under the age of 12 must be accompanied by an adult (16+) at all times.
The adult to child ratios for pool usage are below:
- 0 to 3 years old – 1 child to 1 adult
- 4 to 7 years old – 2 children to 1 adult
- 8 to 11 years old – 3 children to 1 adult
- 12+ no adult required
If your children fall into multiple age brackets the youngest age bracket applies.
Please note that swimwear must be worn to enter the Hotel Water Play Area. A dry seating or viewing area is not available, however changing facilities are situated next to the play area for your convenience.
How many restaurants does the Resort Hotel offer?
The Resort Hotel offers two dining areas. The Bricks Family Restaurant seats up to 250 and for a more relaxed dining option, the Skyline Bar, which seats up to 100 people, serves drinks and snacks throughout the day.
Do you need to make reservations at these restaurants?
You will only need to make reservations for the Bricks Family Restaurant. Reservations are not required for the Skyline Bar.
Does the Resort Hotel’s restaurants cater for my child who is a fussy eater?
The menus have been created with children firmly in mind so there’s a wide range of buffet options to suit every taste and age group.
What are the Resort hotel’s meal times?
The Bricks Family Restaurant is open Monday – Saturday, breakfast is 07:30 – 10:00 and dinner from 17:00 – 21:00, Sunday, breakfast is from 07:30 – 10:00, lunch 12:00 - 15:00 and dinner 17:00 – 21:00. The Skyline bar is open Monday – Sunday from 10:00 – 23:30.
Please note opening times are subject to change.
Are children allowed in the Skyline Bar?
Yes. The new LEGOLAND Windsor Resort Hotel has created a fully child friendly dining experience, where parents can relax in the knowledge that anything goes.
What type of room service is available?
There isn't a room service menu available at the hotel, though guests can order in room movies on demand (small charge applies).
Do parking charges apply for LEGOLAND Windsor Resort Hotel guests?
No, all parking is free to hotel residents.
Can I book a children’s birthday party at the LEGOLAND Windsor Resort Hotel?
Yes, these can be booked by emailing firstname.lastname@example.org or by calling 0844 8448099.*
*Calls cost 10p per minute plus network extras
What is the star rating for the LEGOLAND Windsor Resort Hotel?
We are operating to a 4 Star rating.
Is there anywhere to store luggage before/after the check-in /check-out time?
The earliest check-in time is 3pm and the latest check-out time is 10am. When you arrive at the hotel to enter the park please leave your luggage in your car removing any valuables. This can then be collected later in the day and taken to your room when you come to check in. If you have any heavy or large items we have a concierge team that will be more than happy to help.
The Resort Hotel has high speed Wi-Fi which is free for all guests.
Annual Pass Holders Hotel Special Offers
LEGOLAND and Merlin Annual Pass Holders can book special discount rates at the LEGOLAND Windsor Hotel. Simply go to www.LEGOLANDholidays.co.uk/annualpass and then choose your 2016 date on the calendar. Alternatively call 0845 373 2640*
*Calls cost 10p per minute plus network extras
Access to the LEGOLAND Windsor Resort Hotel
The use of the facilities at the LEGOLAND Windsor Resort Hotel is available for residents only.
What is a Q-Bot?
Q-Bot is a ride reservation device which allows guests to not physically stand in the queue lines!
How can I book a Q-Bot?
You can pre- book your Q-Bot through the LEGOLAND website or you can purchase on the day from The Beginning Q-Bot office or the Q-Bot office in Heartlake city.
What’s Q-Bot Mobile?
Q-Bot Mobile allows you to use the Q-Bot system from your mobile phone! Visit www.legolandqbot.co.uk for more information.
What’s a One- Shot?
One- Shots are NEW for 2016 and allow you to use the Q-Bot system and get virtually instant access to a selected ride! One- Shots can be purchased from www.legolandqbot.co.uk
What are the add-ons and how can I purchase these?
Coastguard HQ and Laser Raiders can be included on Regular and Express Q-Bots for £3pp or £5pp for both! These can be purchased when ordering a Q-Bot online or on the day at a Q-Bot office. Instant Access is also available on the day to guests for £2pp and gives guests instant access onto the first ride of their choice! (excluding the add-ons).
How many rides does a Q-bot include?
Q-Bot includes the top 20 attractions in the resort. The main rides the device does not cover is Coastguard HQ and Laser Raiders which can be added for an extra charge (included on Ultimate Q-Bot).
What are POP Badges?
POP badges are the LEGOLAND® Windsor Resort’s awesome collector badges. Each POP is fun and unique in its own way – from your favorite LEGO® Minifigure to glow in the dark or scratch and sniff! Every staff member you meet at the LEGOLAND Windsor Resort will also have two POP badges on their lanyard and they love to swap with you and your friends!
How do I get a POP Badge?
- EAT WITH US – If you purchase a children’s meal on park, a random POP badge will be included. If you eat at the Hotel in Bricks Family Restaurant during lunch or during the weekends and school holidays you will also get a POP.
- STAY WITH US – POP badges are hidden in the Pirate, Adventure and LEGO Friends premium rooms.
- PLAY WITH US – Take part in our fun challenges during the year, where there’s a chance to collect limited edition POP’s!
How do I swap POP Badges?
- SWAP WITH US – Swap with one of the LEGOLAND Windsor Resort staff members, we love seeing your collections.
- SWAP WITH YOUR FRIENDS – Why not swap with your friends? It’s a great way to build your collection and find ones you may have missed during your visit to the park.
NOTE: Please make sure that you only swap the LEGOLAND Windsor Resort design POP badges with our staff members; we can no longer accept badges from other attractions to swap.
Fair Swapping Guide for Collectors
- Be considerate of other people’s collections and do not pressure them to swap something they may want to hold onto for their personal collection.
- Staff love to swap their pop badges, however if they are operating a ride or serving a guest there may be a small delay in swapping.
- Collectors are responsible for their personal collection of pop badges and the LEGOLAND Windsor Resort cannot be held accountable for any losses that may occur on the premises.
- For fair swapping, our pop badge policy is 1 badge for 1 badge per swap, regardless of the Pop Badge’s status or rarity.
- Pop Badges are NOT for resale and hold no value. Do not pay someone for Pop Badges as they are making unlawful profit from the Park’s intellectual property.
The LEGOLAND Windsor Resort are unable to replace lost pop badges. Requests for pop badges to be posted out cannot be fulfilled due to high demand. Special releases will be at the Park’s discretion and pre-promotion may not always happen. Badges for sale will be reported by the attractions to associated selling sites and unlisted. We reserve the right to withdraw any of its Pop Badges at any time.
Guests With Disabilities
Why have you changed the Ride Access Pass system and policy?
Over the last 3 years we have received valuable feedback from our guests regarding the Ride Access Pass system and how it works for them. As such, we have made beneficial changes based on this feedback. The new system will allow us to regulate the number of guests entering the queue line at any given time. This in turn will ensure we are making every effort to minimise the wait for all of our guests, offering everyone a great experience. We are always looking to improve the experience for all of our guests and this is a positive step in improving our Ride Access Pass system.
What if I don't have a smart phone?
If you do not own a smart phone or smart device we do have a device for rental, this will require a £150 refundable deposit and covers the cost of the device. Please note that we have only have a very small amount of devices for rental and they will be issued on a first come first served basis.
What if the Wifi coverage drops out?
The Ride Access Pass will work in synergy with Q-Bot mobile, which has proved to be very reliable on our Wifi connection. We have successfully offered this service to our guests a number of years.
Will all rides be included or just those with Q-Bot access?
All rides, including those not currently on Q-Bot, will be included on the Ride Access Pass system. If there is not a queue at the ride all guests are free to use the main queue line whilst also virtually queueing for another ride.
Will the wheelchair policy change?
The Wheelchair policy will not change, please see our Accessibility Policy for details on which rides are accessible and which queue line to join if you would like to experience a particular ride.
My son/daughter doesn't understand the concept of waiting. How am I expected to explain virtual queuing?
A timed ride system gives all our guests a more equal experience, whilst allowing those using the Ride Access Pass (RAP) system the freedom to explore the park and use facilities, without being restricted to a queue. Guests using the system are welcome to enjoy other areas of the Resort, including rides with shorter, more manageable queue times. Please note, the virtual queue time will vary depending on the time of your visit.
What can we do whilst waiting for a ride?
With over 55 rides and attractions at the Resort, there’s lots to enjoy. This includes The DUPLO Puppet Theatre Show, Miniland, Castaway Camp, Brickville, LEGO Star Wars Miniland Model Display, Pirates of Skeleton Bay stunt show and Olivia’s House plus much more. Those guests using the RAP system are also welcome to enjoy rides with shorter queue times, whilst also virtually queuing.
What happens if I arrive late for a time slot because of medical, toilet or behavioural needs?
We understand that things happen in the course of a day but don’t worry. As long as you arrive at or after your time you will be able to go on.
How many people can book the same ride?
4 people can book the ride at one time. The guest who is eligible for the Ride Access pass and 3 accompanying people. Please note that the guests with the red hand stamp will need to be accompanied on the ride by someone over 16 years of age or over 14 years of age and above the accompanying height for that ride.
Where are the people with Q-Bots going to fit in with this?
Guests using Q-Bot will also be in the same queues however our staff will ask if you have a ride access pass to get you through the queue line here. The Ride Access pass and Q-Bot will be now working on the same system in synergy so we are able to better control the number of guests coming through here to try to minimise wait time.
Will this drain my battery life?
Ride Access Pass will work on a web browser so just lock your phone whilst virtually queueing and this will minimise battery drainage. We will also have some battery chargers for rental in Guest Services in the beginning if this does occur. Our guests have been using Q-Bot mobile for some time now and as long as you follow our advice and don’t keep your phone open, battery life is substantial.
Registration and Collection Point
To find out whether you qualify for the Ride Access Pass please complete the Ride Access Pass Registration Form here prior to your visit.
When you arrive at the resort go to Guest Services, either in The Beginning or in Heartlake City, with suitable documentation stating the nature of their disability.
For full terms and conditions, please visit here.
Please click here to see our jobs FAQs