LEGOLAND® Resort Hotel & Castle Hotel Terms & Conditions
Merlin places great importance on the safety of its guests and endeavours to ensure that its high standards are met by all persons visiting the Hotel. Please assist us in ensuring our Hotel and its facilities remain a safe place in which to enjoy fun and exciting experiences.
In these terms and conditions of stay (Terms), the following definitions shall apply:
Hotel LEGOLAND Windsor Resort Hotel and LEGOLAND Windsor Resort Castle Hotel;
Merlin/Us/We Merlin Attractions Operations Limited (Company No. 6272935) whose registered office is at Link House, 25 West Street, Poole, Dorset, England BH15 1LD;
All booking reservations at the Hotel are subject to the following Terms. If you do not comply with them you may be removed from the Hotel by Merlin personnel, security or police officers, without any right to a refund. This is without prejudice to any claim that we may have against you or arising out of your actions. Whilst inside the Hotel, you must comply with any reasonable instructions given to you by Merlin personnel or any third party instructed on behalf of Merlin. Merlin, acting reasonably, reserves the right to vary these Terms at any time without prior notice. Please note that entry to LEGOLAND Windsor Resort is subject to the resort terms and conditions of entry.
All rates featured on the Hotel website, or quoted by telephone, email or in person are offered subject to availability and cannot be guaranteed until you have received a confirmation number. The information contained on the Hotel website and third party booking systems, is believed to be correct at the time of posting. However, we are unable to accept responsibility for any errors or omissions and reserve the right to amend any part of it if such alterations are thought to be necessary. All photographs depicted on the website and online booking systems are intended as a general impression of the Hotel and what you may expect from your stay.
For health and safety reasons wheelchairs and mobility scooters are the only transport devices permitted within the Hotel. You are not permitted to bring any food and/or drink into the Hotel and only food and/or drink purchased at the Hotel can be consumed whilst in the Hotel. Deliveries of any nature are not permitted at the Hotel. Under 18's are not permitted to use the gym. Children must be accompanied by a responsible adult at all times around the hotel. Please note there is no viewing area available at the Pool and Water Splash area for guests who are not swimming. Swimwear must be worn by all entering the pool area. Children under 12 years old must be accompanied into the water by an adult as follows;
- Children 0-3 years: 1 adult to 1 child
- Children 4-7: 1 adult to 2 children
- Children 8-11: if competent in water, adult must be present and supervising closely in pool and water splash play area
We reserve the right to ask children to do a swim test if unaccompanied in the water by an adult. The lifeguard will instruct if a test is required. The swim test will consist of swimming 2 lengths of the pool unassisted without stopping and treading water for 2 minutes.
In accordance with English immigration laws, all foreign guests will be required to show their passport at the check in.
Our commitment to provide a service:
Merlin will endeavour to ensure that as many facilities as possible are available for use by guests at the Hotel. Merlin reserves the right, without prior notice, to change the operating hours of such facilities. Any special requests with regard to rooms need to be made at the time of making your booking. Merlin shall use its reasonable endeavours to accommodate such requests, although these cannot be guaranteed. Some requests may incur extra charges which will be notified to you by Merlin. Merlin in its absolute discretion reserves the right to close the whole or any part of the Hotel and/or any facilities within the Hotel at any time or to restrict the number of persons staying at the Hotel. The reason for any closure or restriction provided by this condition may include technical or operational reasons, capacity, special events or to ensure the safety and security of guests or if Merlin reasonably considers the circumstances so require. If the whole Hotel is closed for any of the reasons set out above, Merlin shall use reasonable endeavours to notify you as soon as is reasonably practicable of such closure and may offer you a substitute booking on an alternative date which you may or may not accept. Merlin, acting reasonably, reserves the right to amend a booking reservation but not to a lesser value or quality. You will be notified in writing as soon as reasonably practicable of any such amendment. If you feel dissatisfied with any aspect of your stay, please speak to the Hotel Duty Manager within the Hotel. In most cases, we will be able to help you immediately so that you can enjoy the rest of your stay. Where this is not the case, you must ensure that you record the details with the Hotel Duty Manager and then you should write, no later than 21 days after your departure from the Hotel, to the Customer Services Manager. All letters must be sent by the lead booking name on the reservation, as replies will only be addressed to this person.
Our right to remove you:
Merlin, acting reasonably at all times, reserves the right to refuse admission to the Hotel, ban from entry to the Hotel, or remove from the Hotel without any right to a refund any person whose presence or behaviour may affect the enjoyment and/or safety of other guests or staff or who: acts in an inappropriate and/or undesirable manner whilst travelling to the Hotel whether by bus, coach or other means, where such behaviour has been reported to Merlin by a reliable independent source; has been convicted of a criminal offence relating to Merlin, or civil unrest at Merlin property/attractions, which, in the opinion of Merlin, is likely to affect the safety and/or enjoyment of other guests or staff; uses violent, aggressive, threatening, abusive, discriminatory, offensive or insulting words or behaviour or in any way behaves in a manner which is illegal or may provoke a breach of the peace. In the event that you are removed from the Hotel, Merlin reserves the right to enter your room for the purpose of removing any personal belongings left behind. Merlin reserves the right to initiate legal proceedings or prosecute any person who: is found damaging or defacing any part of the grounds, fences, barriers, walls, exhibits, fabrics or buildings at the Hotel or has displayed any sign or visible representation of any kind which is, or could be reasonably judged to be, threatening, abusive or insulting or has previously acted in any manner which has caused any person to report that individual to Merlin or; is attempting to regain admission to the Hotel or has been found inside the Hotel without a valid booking reference. If any guest in breach of any of these Terms is a member of a group, then such group of individuals may also, at Merlin’s discretion, be denied entry or escorted from the Hotel without any right to a refund.
THE HOTEL IS PRIVATE PROPERTY. All persons staying at the Hotel must have a valid booking reservation. It is your responsibility to check your booking confirmation and notify us if there is any mistake. Only persons authorised by Merlin are permitted to sell or offer for sale any items to guests within the Hotel grounds. All booking reservations are non-transferable, not for resale and will become automatically void on any transfer for value except as provided in the cancellation policy set out below. Bookings are only valid on the date printed on the booking reservation. Bookings made with us will only be exchanged or refunded if Merlin, in its absolute discretion, chooses to do so. For the avoidance of any doubt, the total cost of a booking is non-refundable in the event that admission is refused or relinquished for any reason referred to in these Terms. Bookings made online will be delivered in accordance with Merlin’s delivery procedure. If booking a stay on behalf of other guests, the person that books the stay accepts these Terms on behalf of every guest and shall ensure that these Terms are complied with by each person in the group. Should you make a booking with us on behalf of a third party you will be held jointly and severally responsible to us for the total cost of the services/products booked. No child or children under the age of 16 will be admitted to the Hotel unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Persons aged 16 and 17 years shall be admitted to the Hotel without being accompanied by an adult if they can produce a valid letter of consent from a parent or legal guardian. Merlin reserves the right, in its absolute discretion, to change the age restrictions referred to in this condition if any particular circumstances so require in the interests of safety and security.
Merlin requires large groups of 15 guests or more and/or school/college parties to apply in writing, addressed for the attention of the Hotel Reservations Manager before a booking can be made. We require school parties or organised groups/societies bringing a party of children to have at least 1 member of staff to every 5 children in order to stay at the Hotel. We also require a letter from the relevant head teacher or chair of governors confirming that members of staff supervising the children have undertaken valid disclosure checks undertaken through the Disclosure and Barring Service. We reserve the right, in our sole discretion, to refuse any booking, including a group booking.
All information provided by you will be kept securely and treated strictly in accordance with English data protection laws.
Bedroom accommodation at the Hotel is available from 4.00pm on the day of your arrival and must be vacated by 10.00am on the day of departure unless otherwise stated on the booking confirmation. If you do not vacate the Hotel by this time, Merlin reserves the right to enter your room for the purpose of removing any personal belongings left behind. The person making the booking shall ensure that all occupants of bedrooms shall be made aware of the emergency fire procedures in place at the Hotel. If using the bunk beds, the manufacturer’s recommendation states that no children under the age of six years should use the upper bunk. Where more than one room is booked, guest rooming lists must be received at least seven days prior to your scheduled arrival date. Merlin reserves the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay or for any items that are missing when you leave.
Your booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room. If you have indicated a preference for a particular room we will use our reasonable efforts but do not guarantee to honour this preference. During busy periods families may be allocated a room which does not have a separate children's sleeping area. A small number of rooms only have a walk in shower, if you require a bath please contact the hotel in advance.
Consideration must be shown for your neighbours and other guests, particularly towards children. Unnecessary noise or any behaviour likely to cause annoyance to other guests or confusion of any kind is not permitted in any part of the Hotel. Smoking (including of e-cigarettes) is strictly prohibited inside the Hotel and any guest seen smoking inside the Hotel shall receive a fine. Please conduct yourself appropriately at all times and comply with Merlin’s procedures and/or requests with regard to conduct and respect for Merlin’s property, its employees and guests and their health and safety. You shall not disrupt the comfort and enjoyment of other guests, the efficient running of the Hotel or cause offence to other guests. Merlin reserves the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in Merlin’s reasonable opinion, this condition has been breached. Where this is the case, you shall have no right to a refund. Additionally, Merlin reserves the right and you hereby authorise us to charge your credit or debit card in respect of any compensation paid by Merlin to other guests as a result of any failure to comply with this condition.
Your dress & appearance must be suitable for a family hotel:
You must wear appropriate clothing (including a top and shoes) at all times whilst inside the Hotel. If you are wearing clothing that is indecent or likely to cause offence in any way, you will be refused entry or removed from the Hotel. Swimwear may only be worn in the designated leisure areas.
Free parking is available in the designated Hotels car park for the duration of your stay. Vehicles are parked at the owners’ risk. We take no responsibility for damage caused to any vehicle using the car park and no guarantee is given as to the security of guests’ vehicles in the car park or any contents. Motor homes, camper vans, caravans or any other vehicle of a similar nature are permitted at the Hotel for the duration of your stay. No vehicles, including motor homes and caravans, are permitted to remain at the Hotel beyond the duration of your stay.
To ensure the safety of guests and to prevent illegal substances, offensive weapons or dangerous articles from being brought into the Hotel, you are admitted to the Hotel subject to the condition that, if requested to do so, you will allow yourself and/or your belongings to be searched. Merlin reserves the right to enter and/or search any bedroom should Merlin, acting reasonably, have grounds to suspect that guests are using its bedrooms otherwise than in accordance with these Terms. It is prohibited to bring into the Hotel any weapons, fireworks, smoke bombs, glass bottles or other articles which may cause injury. The throwing of any article which could cause injury or affect the enjoyment of other guests is strictly prohibited. Any person found to be in possession of an article deemed to be offensive or dangerous will be immediately escorted from the Hotel without any right to a refund and Merlin reserves the right to make reports to the relevant authorities which may lead to prosecution. The consumption of intoxicating liquor is permitted only in authorised places within the Hotel. Accordingly, intoxicating liquor may not be taken into the Hotel and any persons found possessing alcohol, or who appear to be under the influence of alcohol may be refused admission to the Hotel or escorted from the Hotel without any right to a refund. The use of illegal substances is strictly prohibited and any persons found possessing, using or who appear to be under the influence of illegal substances will be refused admission or escorted from the Hotel without any right to a refund. CCTV cameras are used to assist in the proper running of the Hotel. However, we do not make any representation as to the extent of coverage provided by the cameras. All items, belongings and other property brought into the Hotel by you are at your own risk and we accept no liability for any loss or damage to such property. As such, we recommend that you do not bring valuables to the Hotel.
Pets or animals of any nature are expressly prohibited in the Hotel (except for guide dogs, hearing dogs and registered assistance dogs) and, for the avoidance of doubt, should not be left in any vehicle parked at the Hotel. Merlin reserves the right to contact any relevant authority to make and be responsible for any decision in relation to any animals that are left unsupervised or that are found to be in distress.
Photography is expressly prohibited at all times in the Pirate Splash and Play and swimming pool areas (and such other areas as we may designate from time to time). Unless it is expressly prohibited, you are permitted to take photographs and recordings within the Hotel provided that these are solely for private use and are not sold or used for any commercial or public purpose. By accepting these Terms, you acknowledge that Merlin may on demand have access to photographs taken and video footage captured by you and request that certain photographs and/or footage are deleted if they are deemed to invade the privacy of or be offensive to other guests and/or staff. By accepting these Terms, you agree not to intentionally photograph and/or capture video footage of any individual (other than family and friends) without that person’s permission and you must adhere to all photography/filming restrictions in place whilst within the Hotel. From time to time Merlin or other authorised parties carry out photography and/or video recording in the Hotel, which may feature guests. Entry to the Hotel is deemed acceptance of these Terms, and you therefore agree that Merlin or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Merlin or such authorised party (as the case may be).
When a booking reservation is made payment for both online bookings and telephone bookings must be made immediately in full by credit or debit card or by bank transfer, quoting your name and booking confirmation number in the reference. We reserve the right not to accept personal cheques as a method of payment.
We will send to you a reservation confirmation within 7 days of your booking.
Please note that theme park tickets booked as part of your stay will not be issued until full payment has been received.
Any extras incurred during your stay, including dinner, will need to be settled by you at the time of consumption unless a credit or debit card has been provided on check in then any such amounts will be debited on departure.
VAT at the rate at the time of your visit is included in the price, although we reserve the right to amend prices if there is a change in VAT rates.
During your stay, the Hotel's systems will calculate the extras charged to your room on a daily basis. If the extras incurred exceed the authorisation taken on check-in, further authorisation will be requested. If such authorisation is not available or refused, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room.
Credit and Debit Card Payments:
Credit and debit card payments will normally be authorised and charged to your account the same day as the booking or the next working day. No receipts will be sent. We require your credit or debit card details so that we can collect payment for your booking. We may retain these details in the event that we need to process any refunds or payment for any additional expenses incurred during your stay including, but not limited to, restaurant visits, spa treatments, use of mini bar and any damages.
Amendments, Cancellations and Refunds:
Amendments, Cancellations and Refunds for bookings made via third parties (such as Booking.com, Expedia etc) are subject to terms and conditions detailed by the booking provider. Holiday Extras Ltd operates LEGOLAND® Holidays on behalf of the LEGOLAND Windsor Resort and their Full Terms and Conditions of booking are available at www.legolandholidays.co.uk/terms-and-conditions
This paragraph applies to bookings made directly with the LEGOLAND Windsor Hotel Reception. If, for any reason, you would like to amend your booking after it has been confirmed, we will use all reasonable endeavours to assist you. The rate of an existing booking will not be reduced in the event that rates have changed. If you wish to amend your booking and you provide us with more than 3 days’ written notice prior to the scheduled arrival date, then a £25 administration fee is payable. If you provide us with less than 3 days’ prior written notice or you do not attend on the day of your booking, the full amount as stated in your booking confirmation is payable. These cancellation fees will be deducted from the amounts of any refund issued to you. If, for any reason, you have to cancel your stay you should contact the Hotel immediately on 01753 751200. You will be given a cancellation number which you should record. We will consider any reasons for cancellation sympathetically and, if requested by you, we will attempt to offer you a stay on an alternative date. Please note that any change of date may involve a change in the price of your stay and you will be required to pay any additional amounts immediately. Any refund due to you will be paid in accordance with the refunds policy set out below. You may transfer your booking into someone else’s name provided that we are advised of, and are in agreement with, the changes, for which there is no administration fee payable. Please be aware that a number of security questions will need to be answered in order to confirm the booking transfer. Where a refund is to be made by the Hotel, all payments made by credit or debit cards will be refunded via the same card number less the cancellation fees set out above. All other payments will be refunded by cheque made payable to the person named on the reservation confirmation.
Merlin accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond Merlin's reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures
Merlin shall not be liable for any damage or loss of any property or items belonging to a guest or for personal injury to the guests (but only so far as such injury is not caused by Merlin’s negligence).
These terms and conditions and any dispute arising in connection with them shall be governed by English law.Return to Terms Homepage
LEGOLAND® Holidays Terms & Conditions
Holiday Extras Shortbreaks Limited Booking Conditions for LEGOLAND® Holidays hotel packages.
We want to offer you the best products and the best service. We aim to consistently exceed your expectations, so that when you are booking with us, you can feel confident you're with the best team there is. This section aims to bring important points to your attention.
These booking conditions form the basis of your contract with Holiday Extras Shortbreaks Limited (trading as Holiday Extras). Holiday Extras Shortbreaks Limited operates LEGOLAND® Holidays on behalf of LEGOLAND® Windsor Ltd. The web site addresses www.legolandhotels.co.uk and www.legolandholidays.co.uk are used by Holiday Extras Shortbreaks Limited for the promotion of hotels with LEGOLAND Windsor entrance tickets. In these booking conditions "We", "us" and "our" means Holiday Extras Shortbreaks Limited. "You" and "your" means all persons named on the booking, including anyone added or substituted at a later date.
Once your hotel package for LEGOLAND Windsor has been confirmed by us we will accept responsibility for it in accordance with the following Booking Conditions as an organiser under the Package Travel and Linked Travel Arrangements 2018.
Redeeming your voucher:
If your new booking is more expensive than your voucher value you will need to pay any additional costs in full at time of booking. Your voucher can be used as part payment towards any break, accommodation and room type, subject to availability.
Your voucher can be redeemed online for any stays currently on sale, your voucher is non-refundable. Once you've made a booking, any remaining balance will stay on your voucher for you to redeem on a future booking for any stays on sale.
Vouchers issued on or after 16th August 2021:
Your voucher must be redeemed within 6 months of issue date and will be non-refundable. (Your stay date does not have to be within the 6 month period). Any remaining balance left on the voucher will expire after 6 months of the voucher being issued.
Booking Terms and Conditions:
1. Making your booking:
The party leader must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 when the booking is made. Please be advised that one guest per room must be 18 years old or over.
All bookings must be made online via the websites named above, via our Guest Experience Team or through one of our authorised travel agents. Your booking will be confirmed by a booking reference, we will reconfirm this to you and provide your confirmation by email.
You will be issued with an instant email confirmation carrying a link to your print at home tickets if applicable. Please carefully follow the instructions on how to print your own tickets as you must bring these with you to gain entry to the park. If you do not have access to an email address or are encountering difficulties obtaining your booking confirmation, please visit 'my booking' on the website.
Please check your Booking Confirmation carefully as soon as you receive it. Contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later.
Full payment is required at the time of booking. All monies you pay to one of our authorised travel agents for your holiday with us will be held by the agent on your behalf until we issue our confirmation invoice. After that point, your agent will hold the monies on our behalf.
Please note: LEGOLAND Holidays uses the merchant ID 'hex*legolandholidays--' or 'HXPAYMENTS', and this will appear on your bank account statement once you have made your booking and payment has been taken from your account.
3. Your contract:
A binding contract between us comes into existence when we or our Guest Experience Team Sales Specialist / your travel agent gives you your booking reference. We will try to solve any disagreements quickly and efficiently. We both agree that English Law (and no other) will apply to your contract and to any dispute, claim or other matter of any description which arises between us (except as set out below). We both also agree that any dispute, claim or other matter of any description (and whether or not involving any personal injury) which arises between us must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland or the Republic of Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales or the Republic of Ireland. If proceedings are brought in Scotland or Northern Ireland or the Republic of Ireland, you may choose to have your contract and any dispute, claim or other matter of any description which arises between us governed by the law of Scotland/Northern Ireland/ the Republic of Ireland as applicable (but if you do not so choose, English law will apply).
4. Identity verification search:
We will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks personal information provided by you may be disclosed to a registered Credit Reference Agency which may keep a record of that information. You can rest assured that this is done only to confirm your identity, that a credit check is not performed and that your credit rating will be unaffected. All information provided by you will be treated securely and strictly in accordance with the Data Protection Act 1998.
5. The cost of your break:
Holiday Extras is committed to providing the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up or down. The price of your chosen package will be confirmed at the time of booking. All prices shown online are live and subject to change.
We reserve the right to correct errors in both advertised and confirmed prices. We will do so as soon as we become aware of the error.
All prices are for pre-booking and include VAT at the current rate.
6. Changes by you:
Bookings with Cancellation Protection: If you have added our cancellation protection to your booking you can change your stay date up to 36 hours before your arrival date.
Bookings without Cancellation Protection: If your booking is not covered with our cancellation protection you can change your stay date up to 7 days before your arrival date.
Additional Information: If you choose to change your stay date to a different date and should your new break be more expensive, you will need to pay any additional amounts at the time of booking. Where the new Short Break is cheaper than your existing booking, we will refund the difference. All amounts will be either taken/refunded to the original payment method. Any refunds which are due can take up to 14 working days to be refunded. Certain packages & promotional offers may be non-amendable, therefore, will be exempt from our standard terms and conditions. Any non-amendable packages will be highlighted on the event or promotion page and Help Centre. All other changes to your booking, including lead name, personal details, ticket entry date, and carer ticket refunds can be changed or requested up to 36 hours before your arrival date. You can request these changes through Manage My Booking. Whilst we will do everything we can to help, we cannot guarantee to meet any such requests. Please be aware some changes may incur an additional charge. All changes to your booking must be made through LEGOLAND Holidays at Holiday Extras.
7. Cancellation by you:
Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Holiday Extras and are subject to the conditions and charges (based on the total booking cost) below.
Within 36 hours of your reservation - 100% cancellation fees will apply
Outside of 36 hours and up to 3 days before your reservation - 75% cancellation fees will apply.
Within 4-14 days of reservation - 50% cancellation fees will apply
More than 14 days in advance of reservation - 25% cancellation fees will apply.
Cancellation on date of booking (before 5pm Monday - Sunday including bank holidays)
0% of total booking value (unless your stay date is within 36 hours of booking, then 100% cancellation fees apply).
8. Cancellation protection:
If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason.
Provided you cancel your booking at least 36 hours before the date of your stay or park entry (whichever is the sooner), then you will receive a full refund of your booking cost, minus the cancellation charge and any surcharges. Please note that if you cancel your stay within this 36 hour period, you will be charged the full cost of your booking.
9. Changes and cancellation by us:
Occasionally, we have to make changes to and correct errors on websites / brochures and other details. This may happen both before and after bookings have been confirmed, and we reserve the right to cancel confirmed bookings if necessary.
Occasionally, we have to make a significant change. Significant changes include the following changes when made before departure:
- A change of accommodation to that of a lower official classification or standard.
- A change of accommodation area.
If we have to make a significant change or cancel, we will tell you as soon as possible. If there is time to do so before departure, we will offer you the choice of the following options:
(a) Accepting the changed arrangements.
(b) Purchasing an alternative LEGOLAND® break from us, of a similar standard to that originally booked if available. If the chosen alternative is less expensive than your original one, we will refund the difference.
(c) Cancelling or accepting the cancellation in which case you will receive a refund minus the cost of any Cancellation Protection.
Please note, the above options are not available where any change made is a minor one.
10. Force Majeure:
Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss (as more fully described in clause 11 (a) below) as a result of "force majeure".
In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.
11. Our Liability to you:
(a) We promise to make sure that the holiday arrangements we have agreed to make, perform or provide, as an applicable part of our contract with you, are made, performed or provided with reasonable skill and care. This means that, subject to these booking conditions, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim against us. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
(b) We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
- The act(s) and/or omission(s) of the person(s) affected or any member(s) of their party
- The act(s) and/or omission(s) of a third party not connected with the provision of your holiday and which were unforeseeable or unavoidable 'force majeure' as defined in clause 10.
(c) Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any other supplier agrees to provide for you where the services or facilities are not advertised in our brochure and we have not agreed to arrange them.
(d) The promises we make to you about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided.
(e) Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally we cannot accept liability for any business losses.
(f) You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us and the supplier concerned about your claim or complaint as set out in clause 12 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
12. Complaints and problems:
In the unlikely event that you experience a problem whilst on your Short Break and need to raise a complaint please follow the below steps:
- When you are on your Short Break: if a problem or complaint arises whilst you're on your Short Break, please inform the supplier of the service(s) in question. Any verbal notification must be put in writing and given to the supplier as soon as possible. Please note: We will not accept responsibility for any matter that you are aware of and do not bring to the attention of the hotel or Park during your break, thereby giving them an opportunity to rectify the issue.
- If you remain dissatisfied, you must write to our Guest Support Team by visiting our Help Centre within 28 days of the end of the break you have purchased from us giving your booking reference and full details of your complaint.
- For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
13. Your Responsibilities:
Bookings are accepted on the understanding that all persons travelling are normally in good health and able to fulfil the physical demands of a theme park break.
It is your responsibility to ensure all members of the party are in possession of all necessary travel and health documents before departure. British Citizens do not require a passport or visa for the LEGOLAND Windsor Hotel Package we offer. Irish citizens require a full Irish passport to enter the UK. A full Irish passport takes at least 5 weeks to obtain. If you or any member of your party is not a British Citizen or passport holder and are travelling from outside the UK please check passport and visa requirements with the Embassy or Consulate of the UK and any other countries through which you are intending to travel. We cannot accept any liability or associated costs if you are refused entry onto any transport or into the UK as a result of failure to carry correct documentation.
14. Conditions of suppliers:
Many of the services which make up your break are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier's liability to you. Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.
15. Special requests and medical problems:
If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. Confirmation that a special request has been noted or passed on to the supplier or the inclusion of the special request on your confirmation invoice or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability.
If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.
16. Financial security:
For hotel packages with LEGOLAND® Windsor entrance tickets, we operate a trust account. This arrangement means your money will be refunded in the unlikely event of our being unable to provide your break due to our insolvency.
17. Call Monitoring and Recording:
As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.
Please make sure you have directions to your hotel and the hotel's telephone number. LEGOLAND's postcode is SL4 4AY and is well sign posted from the M4 and M3. Directions should be used in conjunction with an up to date road map.
19. Overnight parking:
Parking for the night of your stay at the hotel is included in the price as and where indicated, otherwise a parking charge is payable directly to the hotel. Parking is always at the vehicle owner's risk. Hotels own car parks are unsecured unless otherwise stated.
20. Holiday Extras star ratings:
All hotel star ratings in Holiday Extras literature are Holiday Extras own ratings and are based on the following:
- Any official rating awarded to the hotel, for example: AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Holiday Extras stars.
- If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.
- In both of the above cases, when giving our rating we also consider:
- Feedback we have received from our guests.
- Feedback from our own regular visits to the hotels, both on business & as guests.
21. LEGOLAND® Brick Grading:
Hotels within the LEGOLAND® Holidays short break programme are provided with a brick grading. Brick grading reflects the suitability of selected hotels for family stays, including assessment of the availability of Leisure facilities, children's entertainment and/or designated play areas, children's menus, cots and high chairs. Full details of assessment criteria are available on request.
22. Standard rooms:
All rooms offer a private bathroom with shower and in some cases a bath (unless otherwise stated).
Is included unless otherwise stated.
24. Leisure facilities:
If available, may be charged for and certain restrictions may apply. For example children may not be permitted to use some or all facilities and some facilities may incur an extra charge.
25. Alarm calls:
As hotels do not take responsibility for alarm calls we suggest you take a travel alarm.
26. Pre-authorisation at hotel:
Please be aware that most hotels will ask you for a credit or debit card against which they can pre-authorise an amount in respect of any extras or other expenses charged to the room. The amount pre-authorised is at the discretion of the hotel and varies widely. In the event that any charges are payable you will be free to pay for these either with the pre-authorised card or by any other acceptable means.
27. LEGOLAND Resort Hotel Behaviour Policy:
Your behaviour should not be excessive or rowdy, especially at night. Offensive or illegal behaviour will not be tolerated and could lead to eviction from the LEGOLAND Windsor Hotel. You must show consideration for your neighbours and other guests. Please treat accommodation and facilities with respect and care so that other guests may continue to enjoy them. We reserve the right to recover from you any compensation we may pay to other guests as a result of your action.
28. LEGOLAND® Park Conditions:
LEGO®, the LEGO® logo and LEGOLAND® are trademarks of the LEGO Group and are here used with special permission. All rights reserved.
Age, height and weight restrictions may apply on some rides. Ride restrictions are posted at individual attractions. Not all rides, attractions and shows may be operational on the day of visit.
Use of the ticket implies agreement with the terms & conditions posted at the LEGOLAND® Windsor entrance and / or in the park guide.
LEGOLAND® management reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, they also reserve the right to require guests to leave the Park at any time.
Children under 16 must be accompanied by an adult aged over 18 at LEGOLAND® Windsor.
29. Ride and Reserve Terms and Conditions:
Please note: Ride and Reserve have Limited availability per day.
- An online reservation may be made for a future date in advance of 2 days only. If you would like to rent a Ride and Reserve device on the day, please do this at the Park.
- Children under 3 are not required to pay but still count towards the six people allowed on each Ride and Reserve device.
- Please note, for verification purposes, all guests who have a reservation must arrive at the nerve centre together to collect the Ride and Reserve device.
- Guests will need a debit or credit for a £50 holding deposit when using the Ride and Reserve device. At the end of your visit you must return the Ride and Reserve device to the Ride and Reserve nerve centre. Failure to return the Ride and Reserve device undamaged will mean that your credit or debit card will be charged the non-return fee you agree to pay when you collect the Ride and Reserve device.
- Guests are advised that for technical, operational and other reasons beyond our control, any activity, ride or show may be closed or otherwise unavailable at any time.
- Certain age, height and weight restrictions apply to some rides and attractions.
- Children under the age of 16 must be accompanied by an adult aged 18 or over at all times.
- Ride and Reserve holders may be required to wait to board. Your party may have to split up due to the size of the carriages.
- You will be asked to disembark the attraction after each turn. This does not stop you joining the main queue line to wait.
- The Ride and Reserve cannot be misused and the ride operator or duty manager's word is final and discussion will not be entered into.
- LEGOLAND® Windsor Park cannot be held responsible if there are no queues on the day of your chosen visit.
- Ride and Reserve iss only valid for rides. It does not include Preferred Parking, restaurants, shows, educational workshops, Climbing Wall, Pirate Goldwash and any other additional charged activities.
- Only 1 ride at a time can be booked.
- No add-on attractions such as Atlantis Submarine Voyage and Boating School can be used with the Ride and Reserve.
- Standard LEGOLAND® Windsor terms and conditions apply and are posted at the entrance to the Park.
30. Ride Access Pass:
The Ride Access Pass is a system we have in place to provide reasonable adjustments to guests visiting our Theme Parks who require extra assistance or are unable to queue due to a condition or disability. This allows them access to our rides and attractions via a virtual queuing system for themselves and up to three others (at least one of which must be aged 14 or over).
The Ride Access Pass removes the need for our guests to wait within the main standby attraction queue lines and enter via a dedicated entrance.
We have partnered with Nimbus Disability to process our Ride Access Pass applications, who will individually assess your needs and determine if you are eligible. You will then be able to collect your Ride Access Pass – which will be valid for three years – on your first visit to Alton Towers Resort, Chessington World of Adventures Resort or LEGOLAND Windsor Resort, or THORPE PARK Resort.
The Equality Act 2010 ("The Act") defines that a person shall be regarded as being disabled if they have a physical or mental impairment which has substantial (being more than minor or trivial) long-term adverse effects on their ability to carry out normal day-to-day activities. 'Substantial' being more than minor or trivial; 'long-term' being that the impairment must have been there for more than 12 months or likely to last for at least 12 months.
Ride Access Pass refers to the facility offered to our guests with disabilities allowing access to our rides and attractions whereby the standard queue is bypassed.
- Guests with a disability (as defined by The Act) may, at the discretion of Nimbus Disability and/or Merlin Entertainments Group, be issued upon application, a Ride Access Pass.
- All applications for Ride Access Pass must be submitted through Nimbus Disability's Access Card process, which provides a more focused assessment of an individual person and the barriers they may face which affects their ability to queue. Applicants will be asked to provide any documentation and details to support their application which is then assessed by an expert team with a wide knowledge of disabilities.
- Guests that are already in possession of a valid Nimbus Disability Access Card with the Queuing or Wheelchair symbol on it do not need to apply for the Ride Access Pass. They will only be required to register their Access Card with Merlin Entertainments in order to create their Ride Access Pass.
- Guests must submit their application to Nimbus Disability for a Ride Access Pass at least seven days in advance of their intended visit to our Theme Parks. This will allow the necessary time for the application to be assessed.
- Guests who have not applied in advance may be eligible for a temporary Ride Access Pass – valid for seven days from the date of approval – which is issued at the discretion of Merlin Entertainments. Due to the robust application process, this temporary adjustment may take upwards of one hour to be issued and can only be applied for once.
- The temporary adjustment will only be accepted for guests who apply providing one of the following supporting documentation: a Disability Living Allowance letter (dated within the last 24 months) showing that the guest receives either the higher rate mobility component or the higher rate care component, a PIP letter (dated within the last 24 months) showing that the guest receives the enhanced rate for either daily living or mobility components, or a current and valid Blue Badge.
- Upon approval for a Ride Access Pass, the disabled guest must collect their Ride Access Pass ID Card – valid for three years from date of issue – from their chosen Merlin Theme Park. This ID card will display the name and photograph of the disabled guest and must be brought with them on every visit to a Merlin Theme Park where they intend to use the Ride Access Pass system.
- Guests will be required to show this ID card alongside their Ride Access Pass when entering any ride or attraction through the disabled entrance or Ride Access Pass entrance. The named and photographed guest on the ID card must be present and boarding the attraction with their companions.
- Failure to present the ID card when attempting to enter an attraction with a Ride Access Pass will result in entry being refused.
- Guests who are not in possession of their ID Card but wish to use their Ride Access Pass may visit GUEST HELP & INFORMATION/GUEST SERVICES to request a temporary method to validate your entitlement for RAP for the day which can be accepted at attractions in lieu of the ID card.
- Upon receipt of a Ride Access Pass, guests may also be supplied with an Accessibility Guide. This guide highlights specific ride restrictions applicable to Ride Access Pass guests. These restrictions are in conjunction with the standard ride restrictions as displayed at the entrance to each individual ride and attraction.
- Each guest using the ride access pass must be accompanied onto or into a ride or attraction by a carer/companion.
- At least one carer or companion (up to a maximum of three) aged at least 14 years old must accompany the guest with a disability onto the chosen ride or attraction; this carer or companion must take full care and responsibility for the guest with additional requirements or disability in the event of an emergency.
- A maximum of three companions at a time are permitted to accompany a guest with a disability onto a chosen ride or attraction.
- Companions are not, under any circumstances, permitted to use the Ride Access Pass without accompanying the named Ride Access Pass holder.
- Companions agree that they must take full care and responsibility for the guest with additional requirements or disability during any emergency evacuation and that Merlin Entertainments staff are unable to assist guests through lifting or carrying.
- Other restrictions and rules may apply at any time and use of Ride Access Pass does not supersede these should they be in force.
- During peak periods, it may not always be possible to have MERLIN ENTERTAINMENTS staff at all merge points on some rides and attractions. In these circumstances, please continue to use the designated queue line and use your Ride Access Pass as normal.
- Use of Ride Access Pass does not and will not guarantee instant access to any ride or attraction. Guests may be required to wait in physical queue lines, particularly during peak times.
- Upon validation of their reservation at the chosen ride or attraction, the Ride Access Pass guest will be timed out of the system for the same length of time as the main queue line. It will not be possible to reserve or enter any ride or attraction until the designated time has elapsed.
- One Ride Access Pass will be issued per eligible guest per day.
- Guests found to be misusing the Ride Access Pass in any way or attempting to contradict any of the Terms and Conditions will have their Pass revoked and may result in the future issue of the Ride Access Pass being denied.
- At Chessington World of Adventures Resort and LEGOLAND Windsor Resort where a digital Ride Access Pass system is in place, misuse of the Ride Access Pass is identified, but not limited to; Making a reservation, screenshotting the QR code, cancelling the reservation and then attempting to use the screenshot at another point during the day.
- All guests using Ride Access Pass agree that Merlin Entertainments will keep a record of their details for verification and registration purposes in line with the Data Protection Act (2018) and consent to having their photo taken for verification purposes.
- Nimbus Disability will handle all guest details for Ride Access Pass applications securely and safely and Merlin Entertainments will not have any access to the reason(s) the Ride Access Pass was issued or rejected.
- Ride Access Pass ID Cards are issued to all registered guests; these cards are for the sole use of the person named and photographed on the card. Any misuse of the ID card will result in this being revoked and may result in refusal of any future Ride Access Pass.
- Ride Access Pass ID Cards are only valid at Alton Towers Resort, Chessington World of Adventures Resort, LEGOLAND Windsor Resort, and THORPE PARK Resort; these cards will not be accepted any other Merlin Entertainments Group site.
31. Car Parking:
Car parking is chargeable on arrival at the park.
32. Current tickets:
The standard short break package offering is a 1-day ticket entry into the park where stated. Your park entry day is the date displayed on your ticket. For guests with 2-day tickets, your 1st entry day is the date displayed on your ticket and your 2nd entry day will be the following day.
Please note that School Holiday dates may vary across the country and only certain activities are available at LEGOLAND® Windsor resort during School Holiday dates. All prices and offers are on selected dates only. All prices are subject to change and availability
Kids Go Free tickets: One child between 3-15 goes free for every full paying adult into the park. Children under 3 go free into the Resort.
All information and prices are correct at time of going to press and are subject to change without warning.
Please note during busy periods you may be allocated a room which does not have a separate children's area at the LEGOLAND Resort Hotel.
Please note if you purchase a Merlin Annual Pass at LEGOLAND® Windsor, LEGOLAND® Holidays will not be liable to refund the cost of the tickets purchase on your Short Breaks package prior to purchasing your Merlin Annual Pass.
If you have any further queries regarding your LEGOLAND Holiday, please contact us:
Address: Holiday Extras Shortbreaks Limited
Alternatively please visit our Help Centre for more information.
Merlin Entertainments Holidays Limited: Package Booking Terms and Conditions
This document (referred to as the "Package Booking Terms") and your booking confirmation together set out the terms applicable to the Package you book with us. By booking a Package with Merlin, you must agree to these Package Booking Terms.
“ABTA” means the Association of British Travel Agents, a trade association for UK travel agents, tour operators and the wider travel industry.
“LEGOLAND® Windsor Resort” means the theme park and resort complex located at Winkfield Road, Windsor, SL4 4AY.
“LEGOLAND® Windsor Resort Short Break” means the sale of accommodation and/or theme park tickets and/or other services for the LEGOLAND® Windsor Resort.
“LEGOLAND® Windsor Resort Tickets” means entry tickets to the Theme Park and additional services that require proof of purchase to gain access, provided by LEGOLAND® Windsor Resort.
“Attraction” means LEGOLAND® Theme Park.
“Cancellation Protection” means the service purchased by you in order to obtain more flexible cancellation terms.
“Merlin” means Merlin Entertainments Holidays Limited (a limited company incorporated and registered in the United Kingdom with company number 06287489, having its registered office at Link House, 25 West Street, Poole, Dorset, England, BH15 1LD).
“Merlin Annual Pass” means an annual purchase that provides multiple entries to multiple Merlin Attractions.
“Package” shall be construed as defined in the Package Travel Regulations (Regulation 2(5)); in these Package Booking Terms the term describes when, during a single booking process, you have bought from us an accommodation and tourist service package together for the same trip (and paid for them together).
“Package Booking Terms” means these package booking terms setting out the special terms that apply when you purchase a Package from Merlin.
“Package Travel Regulations” means The Package Travel and Linked Travel Arrangements Regulations 2018.
“Partner Hotels” means external accommodation providers, where the accommodation is not located at the resort complex at Winkfield Road, Windsor, SL4 4AY.
“Services” means the services bought and resold to you by Merlin.
“Service Provider(s)” means the supplier providing Merlin with the services bought by you.
“Unavoidable and Extraordinary Circumstances” means a situation beyond the control of the party who seeks to rely on such a situation and the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include:
- warfare and other serious security problems such as terrorism;
- significant risks to human health such as the outbreak of a serious disease at the travel destination; or
- natural disasters such as floods, earthquakes or extreme weather conditions where such unavoidable and extraordinary circumstances make it impossible to travel safely to the destination.
“we”, “our” or “us” means Merlin.
“you” means the lead booker and all persons under the booking entering into these Package Booking Terms with us.
1. Important legal terms applicable to your Package
Please review these Package Booking Terms carefully. These Package Booking Terms, along with your booking confirmation and all other information on our website, set out the terms and conditions of the contract between you and Merlin. If you have booked a “Package” with us, we will inform you of this in your booking confirmation.
Merlin sells LEGOLAND® Windsor Resort Short Breaks on behalf of Legoland Park Ltd trading as LEGOLAND® Windsor Resort. The booking journey website address can be found at https://www.legoland.co.uk/bookings and is used by Merlin to sell Packages which include accommodation and LEGOLAND® Windsor Resort Tickets. Once your Package booking for LEGOLAND® Windsor Resort has been confirmed by us, we will accept responsibility for it in accordance with the following Package Booking Terms as an organiser under the Package Travel Regulations.
If you purchase a Package with us, you will benefit from all the rights applying to Packages under the Package Travel Regulations. We will be responsible for the proper performance of the Package as a whole.
Note you will not always benefit from “Package” protection when you book accommodation from us. Instead, the combination of Services you purchase may be classified as a “Linked Travel Arrangement” (“LTA”). If you have bought a Linked Travel Arrangement, we will tell you. Please note LTAs offer you less legal and financial protection than Packages. When you buy a LTA from us we will let you know what legal and financial protection comes with it at the time of purchase.
2. Making your booking
All bookings for Packages are subject to availability at the time of booking. We will inform you as soon as possible after you place a booking if, for any reason, the Package you have sought to book with us is no longer available. A Package booking will only come into existence between us when you have paid the price payable on booking and we have issued our booking confirmation to you.
If you have any special requests relating to your Package you must let us know during the booking process. We will try to accommodate reasonable special requests but we cannot guarantee that such requests will be met.
If you have a medical condition or a member of your party is a person of reduced mobility, please let us know before making a booking so we can ensure that the Package is suitable for you.
The party leader must be authorised to make the booking based on these Package Booking Terms by all persons named on the booking and by their parent or guardian for all party members who are under 18 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 18 years of age when the booking is made. Please be advised that one guest per room must be 18 years old or over.
All bookings must be made online via the website: https://www.legoland.co.uk or via our Customer Experience Team. Your booking will be confirmed by a booking reference and confirmation email.
You will receive a further email containing all of your vouchers & tickets included in your booking. Please ensure you have downloaded or printed your tickets as these are required to gain access to LEGOLAND® Windsor Resort.
Please check your booking confirmation carefully as soon as you receive it. Contact us immediately if any information appears to be incorrect or incomplete as it may not be possible to make changes later.
Full payment of the cost of your Package is required at the time of booking.
Please note: Merlin uses the merchant ID “Merlin Entertainments Holidays” and this will appear on your bank account statement once you have made your booking and payment has been taken from your account.
4. Your Package contract
A binding contract between you and Merlin is created when we provide you with your booking reference via a booking confirmation email. The Laws of England & Wales shall apply to the interpretation of these Package Booking Terms and any disputes arising from your booking. The Courts of England and Wales shall have non-exclusive jurisdiction over any dispute arising from or related to these Package Booking Terms, so, for example, if you live in Scotland or Northern Ireland, you may bring a claim in the courts of the country you live in.
In the event that any section of these Package Booking Terms is held to be illegal or non-binding, the remainder of these Package Booking Terms will continue to apply. Even if you or we delay in enforcing any of these Package Booking Terms, the applicable section can still be enforced at a later date.
No other person has any rights under these Package Booking Terms – these are between you and Merlin.
5. Identity verification search
6. The cost of your break
Merlin is committed to providing the best choice of product, at the best prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers, and, in some circumstances, prices may go up or down. The price of your Package will be confirmed at the time of booking.
We reserve the right to correct errors in advertised prices. We will do so as soon as we become aware of the error.
All prices are for pre-booking and include all taxes and charges.
7. Changes by you
Bookings with Cancellation Protection:
If you have added our cancellation protection to your booking, you can change your stay date up to 3 days before your arrival date.
Bookings without Cancellation Protection:
If your booking is not covered with our Cancellation Protection, you can change your stay date up to 7 days before your arrival date.
If you choose to change your stay date to a different date and should the new booking be more expensive, you will need to pay any additional amounts at the time of booking. Where the new booking is cheaper than your existing booking, we will refund the difference. All amounts will be either taken/refunded to the original payment method. Any refunds which are due can take up to 14 working days to be refunded. Certain products and promotional offers may be non-amendable, therefore, will be exempt from our standard terms and conditions. Any non-amendable Packages will be highlighted on the event or promotion page and Help Centre.
All other changes to your booking, including lead name, personal details, ticket entry date, and carer ticket refunds can be changed or requested up to 3 days before your arrival date. You can request these changes by telephone on 0330 2368860. We do not have a legal obligation to make such changes, but we may, at our sole discretion try to accommodate your request. Please understand that it is often not possible for us to do so as changes may depend on availability of accommodation. Please be aware some changes may incur an additional charge.
8. Transfer of the Package Travel Contract to another Traveller
You may transfer the Package booking once it is concluded to a person who satisfies all of the conditions to the Package. You must give us reasonable notice of the transfer and we will inform you of any additional fees, charges or other costs arising from the transfer of the Package travel contract.
9 Cancellation by you
Should you or any member of your party need to cancel your booking once it has been confirmed, the party leader must immediately advise us. All cancellations must be made through Merlin and are subject to the conditions and charges (based on the total booking cost) below.
You will be charged a cancellation fee per person which reflects the losses and costs which we incur in cancelling the booking as we may have incurred costs in relation to your booking. For those who have not added cancellation protection, our cancellation charges are as follows:
Cancellation on arrival date, or non-arrival date:
100% of total booking value.
Cancellation within 36 hours – 3 days before arrival date:
75% of total booking value.
Cancellation within 4 – 14 days before arrival date:
50% of total booking value.
Cancellation more than 14 days before arrival date:
25% of total booking value.
Cancellation within 24 hours of receipt of booking confirmation:
0% of total booking value.
In addition to the cancellation rights set out above, you will have the right to cancel your booking before the start of the Package without paying any cancellation charge in the event of Unavoidable and Extraordinary Circumstances occurring at the place of destination or in its immediate vicinity (and we have confirmed that such circumstances will significantly affect your trip or that they will significantly affect the carriage of passengers to the destination). If you cancel in these circumstances, we will give a full refund of any payments made in relation to the booking but you will not be entitled to any sort of compensation for damages for the cancelled trip. This can be made by way of vouchers towards a future stay with us.
10. Cancellation protection
If you add our non-refundable cancellation protection on to your booking (at the time of booking), this will protect you if you need to cancel for any reason.
Provided you cancel your booking at least 3 days before the date of your stay, then you will receive a full refund of your booking cost, minus the cancellation protection charge which is non-refundable. Please note that if you cancel your stay within 3 days of your stay, you will be charged the full cost of your booking.
Please note that 25th and 26th December, and 1st January shall not be counted as a day of notice for the calculation of the minimum of 3 days' notice, so please ensure that sufficient notice is given during the festive period.
Cancellations must be made over the telephone to 0330 2368860 during our opening hours of 9am and 5pm Monday – Friday. (These times may vary - please check our “Contact Us” page). Cancellation requests via email or voicemail will not be processed.
11. Charges and cancellation by us
Occasionally, we may need to make changes to or correct errors on websites/brochures and other details, provided that these changes are before the point of your booking being confirmed.
On rare occasions, we may have to cancel your Package and we reserve the right to do so. If we have to do so, we will notify you as soon as possible. We will also offer you an alternative Package where possible. If we cannot offer you an alternative, we will provide you with a full refund for the Package and, unless the cancellation was for Unavoidable and Extraordinary circumstances or more than 14 days before your booking, you may also be entitled to compensation for damages suffered.
Occasionally, we must make a significant change to your Package. Significant changes include the following changes when made before departure:
(a) A change of accommodation to that of a lower official classification or standard.
(b) A change of accommodation area.
If we must make a significant change, we will tell you as soon as reasonably possible. You will then have the option to:
(a) Accept the proposed change. If this results in a Package of lower quality or cost, you may be entitled to a price reduction in accordance with section 14 below;
(b) Reject the proposed change and terminate your Package with a full refund; or
(c) Reject the proposed change, terminate your Package and take an alternative one if we decide to offer this.
If you decide to take an alternative Package, we will inform you of the impact on the price of your booking. We will give you a reasonable period of time to make your decision, which will usually be 7 days from notification of the change. If we do not hear from you within this timeframe, we shall send a reminder to you, following which we shall be entitled at our discretion to terminate the Package after a further 7 days and provide you with a refund.
If you decide to reject the proposed change and terminate your Package with a full refund, you may also be entitled to compensation for damages you have suffered.
We may not give you any of the above options in the event that a change to the purchased Package is a minor change. Please note that a change of accommodation to another of the same or higher standard usually qualifies as a minor change.
12. Our liability to you
We promise to make sure that the Package we agreed to make, perform or provide, as an applicable part of our contract with you, is made, performed or provided with reasonable skill and care. This means that, subject to these Package Booking Terms, we will accept responsibility if, for example, you suffer death or personal injury or your contracted holiday arrangements are not provided as promised or prove deficient as a result of the failure of ourselves, our employees, agents or suppliers to use reasonable skill and care in making, performing or providing, as applicable, your contracted holiday arrangements. In addition, we will only be responsible for what our employees, agents and suppliers do or do not do if they were at the time acting within the course of their employment (for employees) or carrying out work we had asked them to do (for agents and suppliers).
We will not be responsible for any injury, illness, death, loss (for example, loss of enjoyment), damage, expense, cost, or other sum or claim of any description whatsoever which results from any of the following:
(a) The act(s) and/or omission(s) of the person(s) affected or any member(s) of their party.
(b) The act(s) and/or omission(s) of a third party not connected with the provision of your short break, and which were unforeseeable.
Please note, we cannot accept responsibility for any services which do not form part of our contract. This includes, for example, any additional services or facilities which your hotel or any supplier agrees to provide for you where the services or facilities are not advertised in our brochure/website, and we have not agreed to arrange them.
Also please note that whilst we endeavour to ensure photographs are appropriate and accurate representations, they must not be regarded as contractual.
The promises we make to you about the services we have agreed to provide or arrange as part of our contract will be used as the basis for deciding whether the services in question had been properly provided.
Please note, we cannot accept any liability for any damage, loss, expense or other sum(s) of any description: (1) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you or (2) which did not result from any breach of contract or other fault by ourselves or our employees or, where we are responsible for them, our suppliers. Additionally, we cannot accept liability for any business losses.
You must provide ourselves and our insurers with all assistance we may reasonably require. You must also tell us, and the supplier concerned about your claim or complaint as set out in section 14 below. If asked to do so, you must transfer to us or our insurers any rights you have against the supplier or whoever else is responsible for your claim or complaint (if the person concerned is under 18, their parent or guardian must do so). You must also agree to cooperate fully with us and our insurers if we or our insurers want to enforce any rights which are transferred.
We are a Member of ABTA under membership number Y6797. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute.
In the event of any dispute, conflict, claim or controversy, we encourage you to contact Merlin’s Customer Support team on 0330 236 8860 in the first instance. If we are unable to resolve your complaint, please go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.
14. Our responsibility for the performance of the Package and if something goes wrong
Under the Package Travel Regulations, we have a responsibility to you for the performance of all elements of the Package. We want your customer experience to be a positive one, but we acknowledge that very occasionally things go wrong. If you have any issues with the Package not being delivered to you, as advertised, if the problem is with the tourist service element of your trip, please in the first instance take the matter up with our Customer Support team. If, however, the problem is with the accommodation element of your trip, and you are on your trip, please contact the accommodation’s customer services first. If the problem is not resolved to your satisfaction, please contact our Customer Support team.
If you feel that there has been a failure to perform the Package or improper performance which adversely affects the performance of the Package (“Serious Complaint”), please tell us immediately. This will give us the opportunity to resolve the Serious Complaint whilst you are still on your trip or make suitable alternative arrangements for you. You may only reject any alternative arrangements we offer to you if they are not comparable to what was agreed in the booking. If you reject the alternative arrangements we offer, then you may still be entitled to a price reduction in the trip or legal damages compensation for losses suffered.
If a Serious Complaint substantially affects the performance of the Package, and we have failed to remedy it within a reasonable period of time, you may decide to continue with your Package or terminate your booking without paying a termination fee. You may, where appropriate, be entitled to a price reduction and/or compensation for damages too.
Alternatively, if we do not resolve a Serious Complaint, or, for very good reason you cannot wait for us to sort out the problem, then alternatively you may resolve the Serious Complaint yourself and request reimbursement of reasonable expenses from us. However, note your right to rectify the problem yourself will not arise if remedying the Serious Complaint means us incurring disproportionate costs. In that case, your only right will be to seek legal damages compensation from us (for losses suffered) or a proportionate price reduction.
Please note if you do not advise of a Serious Complaint whilst on the trip, as described above, you deprive both Merlin and the person that Merlin has acquired the accommodation from of the opportunity to investigate and rectify the problem. This may affect your rights under these Package Booking Terms.
You will be entitled to an appropriate price reduction for any period during which there is a Serious Complaint, unless the Serious Complaint is attributable to you.
You shall be entitled to receive appropriate compensation from us for any damage you sustain as a result of a Serious Complaint except where the Serious Complaint is:
a. attributable to you;
b. attributable to a third party unconnected with the provision of the services included in the Package and is unforeseeable or unavoidable; or
c. due to Unavoidable and Extraordinary Circumstances.
We will also not be liable to pay damages compensation to you where there are international conventions which limit the extent or the conditions under which compensation is paid. These international conventions include the Geneva Convention (in respect of travel by road). We shall have the full benefit of any limitations of compensation in any relevant international conventions or applicable laws.
As permitted by Regulation 16(6) of the Package Travel Regulations, our liability to you will in any case be limited to a maximum of three times the cost of Package, except in cases involving death, injury or illness where we or the person that Merlin has acquired the accommodation from, have caused such damage intentionally or with negligence.
If you are granted compensation (or a price reduction) from a third party in relation to a Serious Complaint, that compensation will be deducted from any compensation (or price reduction) you will receive from us pursuant to these Package Booking Terms.
As stated above, we will always be responsible to you for the following:
a. death or personal injury arising as a result of Merlin’s negligence;
b. fraud on the part of Merlin;
c. any other liability that cannot be excluded or limited under applicable law.
Other than as explained above, we are not responsible to you for any damages, losses or costs relating to your use of Services in a way that is not permitted under these Package Booking Terms.
Otherwise, we are only responsible to you for any damages, losses or costs which result from us not performing our obligations under the Package Booking Terms and which could have been reasonably foreseen by Merlin and you when entering into these Package Booking Terms.
15. Your responsibilities
It is important that you behave responsibly and with consideration for others during your Package. Accordingly, to the extent that we or the accommodation believe that your actions on the trip could or have caused disruption or annoyance, or a risk of safety, or damage to property, to us, the accommodation, or other customers, or if it is believed that you are not fit to travel, then we may cancel your Package without further liability to you. In these circumstances, the compensation provisions above will not apply.
In the event that your behaviour causes loss or damage to any person or property for which we are liable, you agree to compensate us for such loss and damage, together with any legal costs which we may incur in pursuing a claim against you.
16. Conditions of Service Providers
Some of the Services which make up your Package are provided by independent Service Providers. Those Service Providers provide these Services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the Service Provider’s liability to you. Copies of the relevant parts of these terms and conditions should be available on request from the Service Provider concerned.
In the event of any conflict between the Service Providers’ terms and conditions and these Package Booking Terms, these Package Booking Terms will apply.
17. Special requests and medical problems
If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant supplier, we regret we cannot guarantee any request will be met.
If you or any member of your party has any medical problem or disability which may affect your break, please tell us before you confirm your booking. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel and provide you with a refund when we become aware of these details.
18. Financial protection of your Package
As required under Part 5 of the Package Travel Regulations, we have put in place insolvency protection in respect of your Package which covers any payments made by you for package(s), taking into account the period between when you make the full payment of the cost of your booking and when your stay is completed.
We provide this financial protection in respect of the LEGOLAND® Windsor Resort Short Breaks by way of bonds made by Barclays Bank Plc, Trade Operations One Snowhill, Queensway, Birmingham, B4 6GN and Accelerant Insurance Europe SA, Bastion Tower, Place du Champ de Mars 5, Brussels, Belgium.
In the event of Merlin’s insolvency, ABTA can be contacted at 30 Park Street, London, SE1 9EQ, by telephone on 020 3758 8779 and by email at firstname.lastname@example.org.
You agree that in the event of our insolvency, ABTA may arrange for the services you have bought to continue, or for a suitable alternative to be provided at the same cost as your original booking.
19. Call monitoring and recording
As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record calls with you for training purposes.
20. Overnight parking
Parking for the night of your stay at the hotel is included in the price as and where indicated, otherwise a parking charge is payable directly to the hotel. Hotel's own car parks are unsecured unless otherwise stated. When staying at one of our Partner Hotels, car parking is available at the LEGOLAND® Windsor Resort for an additional charge.
21. Merlin star ratings
All hotel star ratings in Merlin are Merlin’s own ratings and are based on the following:
(a) Any official rating awarded to the hotel, for example, AA Stars, RAC Stars and ETB Crowns will be considered, but they would not translate directly into the equivalent number of Merlin stars.
(b) If a hotel does not hold an official rating, we evaluate it on a similar basis to most official scheme operators.
In both of the above cases, when giving our rating we also consider:
(c) The feedback we have received from our customers.
(d) Feedback from our own regular visits to the hotels, both on business and as customers.
Breakfast is included at Partner Hotels unless otherwise stated in your booking confirmation.
23. Leisure facilities
If available, charges and certain restrictions may apply. For example, children may not be permitted to use some or all facilities and some facilities may incur an extra charge.
24. Pre-authorisation at the hotel
Please be aware that most hotels will ask you for a credit or debit card against which they can pre-authorise an amount in respect of any extras or other expenses charged to the room. The amount pre-authorised is at the discretion of the hotel and will be made known to you at or before check-in. If any charges are payable, you will be permitted to pay for these either with the pre-authorised card or by any other acceptable means.
25. Entry conditions
Use of your LEGOLAND® Windsor Resort tickets shall constitute your agreement with the entry conditions posted on the website https://www.legoland.co.uk/security-privacy-legal/terms-conditions/ at the LEGOLAND® Windsor Resort entrance and/or in the Attraction guide.
LEGOLAND® Windsor Resort management reserves the right to refuse admission to any ticket holder and, in the interest of the public and for safety reasons, they also reserve the right to require guests to leave the Attraction at any time.
No person under the age of 12 will be admitted to the Attraction unless they are accompanied by an adult aged 18 years or over and such child or children whilst on site must remain under the control or supervision of an adult at all times. Merlin reserves the right, in its absolute discretion to change the age restrictions referred to in this condition, if any particular circumstances so require in the interests of safety and security.
Please note if you purchase a Merlin Annual Pass at the LEGOLAND® Windsor Resort, Merlin, will not be liable to refund the cost of the tickets purchased on your Package prior to purchasing your Merlin Annual Pass.
If you have any further queries regarding your LEGOLAND® Windsor Resort Short Break, please contact us on 0330-2368862 or at:
Merlin Entertainments Holidays Limited
Link House, 25, West Street, Poole, Dorset BH15 1LD
Alternatively, please see our Help Centre for more information https://support.legoland.co.uk/hc/en-us