FAQ’s Coronavirus

Updated 19/07/2021

As of 19/07/21 the government proceeded ahead with stage 4 of there Covid-19 Roadmap. This now means our ball pits can now open, meaning  now our indoor areas are allowed to fully reopen. Face masks are now advisory, as a park, we advise all our customers to wear face masks in all settings.

What do I need to do to visit?

  • All visitors to the Park must pre-book their space online prior to visiting: Including Annual Pass Holders, complimentary ticket holders, Stay Play & Explore and under 95cm free tickets
  • All tickets are date specific and valid for one day only, so please book and plan accordingly
  • All tickets are ‘E-Tickets’ please show them on your phone when you arrive for a touchless experience
  • Read our Hygiene Requirements / General FAQ’s section, so you can adhere to our new hygiene rules
  • Card/contactless payments are encouraged where possible
  • For everyone’s safety, be aware that temperature checks on guests will be in place prior to park entry

Tickets from before the theme park closed

  • Your ticket or credit note will still be honoured at the full value
  • No additional booking fee will be required, we have waived all upgrade fees if your future visit is a higher price
  • To rebook your tickets (all bookings now need to be date specific and made in advance) please call us
  • See Tickets From Before Closure tab for more information

Book with confidence 

If the Coronavirus Pandemic interrupts your future visit we will change your date free of charge. You can change dates on your tickets if:

  • The theme park closes due to COVID-19
  • If you or someone in your household develops symptoms
  • Restrictions apply to Firework and Christmas Eve events so would not be able to honour these 2 dates
  • If a member of your group is sick (vomits-travel sickness included) prior to entry to the park, entry will be refused. If a member of your party is sick (vomits) whilst in the Park, they will be asked to leave the park.

During the pandemic exposure to COVID-19 is an inherent risk in any public location where people are present. COVID 19 is an extremely contagious disease that can lead to serious illness or death. According to Government guidance, senior citizens and guests with underlying medical conditions are particularly at vulnerable. By visiting Twinlakes Park you voluntarily assume responsibility for risks related to exposure to COVID 19. Help us keep each other healthy, have a safe day.

Can I visit Twinlakes Park?

Yes – however all visitors to the Park must pre-book online including Annual Pass Holders, Please see the What Do I Need To Do To Visit section.

All guests visiting the Park are asked to adhere to the following Hygiene Requirements, for everyone’s safety:

  • Maintain a safe social distance from other groups at all times (currently 2 meters)
  • Bring a face mask or face covering. As a park, we advise all customers wear a face mask.
  • Wash your hands more often, following the guidance in each toilet or hand wash area
  • Use hand sanitiser when you are not near a hand wash, hand sanitiser is available at points throughout the theme park (bringing your own bottle is advised also)
  • If you cough or sneeze catch it with a tissue, and bin it
  • Stay at home if you feel unwell, do not arrive if you feel unwell whilst travelling and leave site immediately if you begin to feel unwell during your visit
  • Pay contactlessly for items where possible, either via card or Apple Pay or similar

 Let’s be safe together!

The following extra COVID 19 Hygiene Procedures have been brought in Park wide, to help keep both guests and staff members safe:

  • Visitor numbers capped each day, via the online booking of all tickets ongoing
  • Extra hygiene and cleaning measures throughout the site
  • Our teams will wear personal protective equipment where necessary
  • High touch contact points sanitised more frequently, or where this is not possible remove them from use
  • Full training and reassurance for staff members before returning to site
  • Clear COVID 19 information available for guests and staff members around the site
  • Socially distanced queue lines
  • Rides and attractions reopened following Government and industry guidance and best practices
  • Protective screening, or distancing in place at till points
  • Extra hand sanitiser stations available prior to Park entry, at all rides and other key points.

What attractions/rides are currently closed and unavailable? 

Please see the top of this page for the most up to date information.

At present all indoor buildings, the farm park and falconry are closed.

Our reopening schedule will be continually reviewed and revised. Rides, attractions and facilities may be modified or suspended without notice.

Do I need to wear a face mask/face covering at the theme park?

Should you wish to visit, we kindly ask that you respect the safety measures we have put in place.

Similarly, our team will not be required to wear any form of face mask unless their role requires it due to hygiene practices in place, for example, ride operators or first aid teams. Our team members are also given the option and access to PPE to wear including masks/face covering should they wish to wear one for their personal comfort.

What are your opening hours?

Currently we are open 10am – 5pm. Times are subject to change; however, our website will be updated. Please check website for the days we are closed (off-peak mid-week dates outside of the holidays).

Toilet facilities

Increased cleaning regimes are in place. Guests will be asked not enter whilst cleaning takes place. Please ensure you use toilet facilities as promptly as possible and leave them in a clean manner as you’d expect to find them yourselves. Do not allow children to use facilities on their own. Some cubicles may be closed to maintain distancing; these will be clearly marked. Ensure that you maintain 2m from people whilst using facilities.

Do you have sanitiser stations?

We have a large number of hand sanitiser stations around the Theme Park, and would also recommend you bring your own so you can use whilst walking around the Park. Although sanitiser is handy, it does not replace a good hand washing hygiene regime. Please follow the advice of the UK Government, NHS and PHE by washing hands for a minimum of 20 secs before eating, drinking and after visiting our farm and toilet facilities.

How long can I stay at the park?

We have no restriction on the length of time you can stay with us, but we please ask you to comply with the rules. If any member of your family feels unwell during your visit please leave immediately, do not come in contact with any team members or guests. Please call us once safely in your car (whilst not driving) to tell us about your visit so we can log, track, trace and implement any additional hygiene requirements.

When should I not visit?

We respectfully ask that people take responsibility for their own health and the health of the community before visiting us. Please do not choose to visit the theme parks if you are experiencing symptoms of COVID-19 or have any underlying health conditions that may put you or others at risk. If you are vulnerable in any way, it is your responsibility to make the right choice for yourself and others around you. Please follow the advice given by the UK Government, PHE and NHS. We can only operate when everyone works together.

Are your cafes open?

We are currently only opening our outdoor food and drink outlets. Please click the Food, Drink & Shop tab for more.

Can I buy tickets on arrival?

No sorry, you must pre-book online including Annual Pass Holders. This ensure we have manageable and safe capacity limits; we recommend you book in advance as we anticipate demand will be high.

I’m an Annual Pass Holder

Please click the Annual Pass tab for more. We look forward to welcoming you back, thank you for your continued support.

Can I bring a group?

No, we are not currently accepting group bookings.

Do you have lockers?

Lockers are normally available in selected indoor zones.

Have another question?

Please contact us on info@twinlakespark.co.uk or call us. You will find details on our websites.

Terms and conditions of entry

The above FAQ’s are in place to help maintain a safe theme park environment, they do not replace our terms and conditions of entry that can be found here: https://www.twinlakespark.co.uk/terms-and-conditions-of-entry/

Annual Passes

  • Please see Annual Pass FAQ’s tab.

Peak FM / Hallam FM / Pulse FM / Free Radio Vouchers

  • All official third party vouchers will be accepted for 1 visit during 2020 (new expiry 31st Dec 2020*)
  • You will still need your printed voucher, with the barcode/voucher code clearly visible for us to redeem
  • *Please note Peak FM / Hallam FM / Pulse FM / Free Radio Vouchers will not be valid for Firework Day and Christmas Eve at Twinlakes Park due to capacity reasons
  • YOU NEED TO PRE-BOOK all options. Due to capacity restrictions, you will need to pre-book your visit with us online (even with your current tickets) to reserve your space, please book online here

Stay, Play and Explore:

  • We will honour vouchers that were due to expire from 21st March 2020 until the end of 2020**
  • You will still need your printed voucher, with the barcode/voucher code clearly visible for us to redeem
  • Please keep an eye out for official correspondence from Stay, Play and Explore also
  • **Please note Stay, Play and Explore tickets will not be valid for Firework Day and Christmas Eve at Twinlakes Park due to capacity reasons
  • YOU NEED TO PRE-BOOK all options. Due to capacity restrictions, you will need to pre-book your visit with us online (even with your current tickets) to reserve your space, please book online here

Physical Tickets

  • Including Superhero February Half Term Tickets
  • All official physical tickets issued by Twinlakes and Wheelgate Family Theme Park have been extended, the expiry is now until the end of 2020
  • Please note official physical tickets will not be valid for Firework Day and Christmas Eve at Twinlakes Park due to capacity reasons
  • Do not lose these tickets, they cannot be reproduced for you
  • YOU NEED TO PRE-BOOK all options. Due to capacity restrictions, you will need to pre-book your visit with us online (even with your current tickets) to reserve your space, please book online here

Groups Bookings

  • We can hold your booking for a future visit
  • You can use the overall booking cost of your group visit for future purchases with us. E.g you have paid a deposit of £200, you can use this towards gift vouchers, annual passes, group bookings, seasonal grottos (Easter/Christmas). Please get in touch with this option by email, no need to rush, your account details will be kept safe with us

Easter Grotto Bookings (applicable to Twinlakes Park only)

  • We can hold your ticket until 2021
  • You can use the overall booking cost of your Easter Grotto tickets for future purchases with us. E.g you have purchased £24 worth of Easter Grotto tickets, you can use this towards gift vouchers, annual passes, seasonal grottos (Easter/Christmas). Please get in touch with this option by email, no need to rush, your account details will be kept safe with us
  • Please get in touch by email which option with which option you would like

Further Questions?

Please email us at info@twinlakespark.co.uk to ensure your query is logged and replied to. Due to reduced colleagues in our offices to adhere to social distancing our reply times may be slower, sorry in advance.

We thank all our guests for your continued support and look forward to welcoming you back.


Annual Passes (even ones not collected yet) will be extended for the amount of time we have been closed.

  • This will be done automatically
  • We will not reissue you with new cards
  • Our ticket provider will be extending annual passes automatically once the theme park re-opening dates are confirmed
  • Our till systems will confirm the expiry date to us
  • Annual Passes have been extended, please contact the park you purchased your pass from to find your new date.
  • Extensions are added to your original annual pass expiry date


Why do I have to book?

The number of visitors being welcomed to theme park has been limited to ensure that everyone has a safe and enjoyable day with us, while fully adhering to the government’s social distancing and safety guidelines. Initially the reduced capacity is set low and will increase incrementally.  This means that our Annual Pass Holders will need to book, in advance, by using our online booking system. You’ll need to bring your booking confirmation and your Annual Pass card with you on the day as you’ll need to scan both when you arrive. Remember to book a place for everyone in your group, this also includes children under 95cm. Thank you for your understanding. We would like to thank you for your continued support and look forward to welcoming you safely.

I’m an Annual Pass Holder, why am I having to book?

You are pre booking to reserve your space for the theme park due to the daily restricted capacity. This guarantees your entry for that day. On arrival please remember to bring your reservation ticket and valid Annual Pass.

  • We take all instances of abusing our reservation seriously, we want everyone who is an annual pass holder to be able to visit, we can only do this by trusting that no one will book excessive tickets and resell them for financial gain
  • For avoidance of doubt, Ticket Touting is not acceptable. The sale of tickets by any person other than The Park or an authorised agent is prohibited. Tickets are non-transferable and cannot be resold. Any such transfer resale will render such tickets void
  • Maximum booking of 6 tickets per booking, email addresses that make consecutive and numerous bookings will be blocked from future bookings
  • Our terms and conditions of entry can be found here with full information regarding the resale of tickets: https://www.twinlakespark.co.uk/terms-and-conditions-of-entry/

Any other changes?

Apart from pre-booking and extensions to your Annual Pass (for the number of days we were closed) we have no other changes. Your terms and conditions remain in place, unchanged and can be found here: https://www.twinlakespark.co.uk/annual-pass-terms-conditions/

Are your cafes open?


  • Please follow social distancing whilst queueing for your order.
  • Takeaway packaging must be disposed of in the allocated bins
  • Sauces, salt, pepper, milk sachets etc. will be given instead of being freely available from servery stations.
  • Surfaces and contact points have heighted hygiene regimes

Can you cater for dietary requirements?

Always ensure you tell our team about any dietary requirements before placing your order! We would always advise that you bring a picnic with you if have a severe dietary requirement. Our kitchens operate on a large scale and we cannot guarantee there will be no cross contamination of allergens present across our food range. We have a handy guide available also, please ask a catering team member.

Which locations are open?

  • Cross Bones Cafe in the Buccaneers building serving hot food, drinks and snacks
  • Nero Cafe in the Labyrinth Building serving hot food, drinks and snacks
  • The BBQ shack (in Action USA zone) serving hot food, drinks and snacks
  • Labyrinth Ice Shack serving drinks and snacks
  • Excalibur Ice Shack serving drinks and snacks

Locations open will depend on demand and visitor numbers.

Can I bring a picnic?

Yes of course! You will be able to enjoy our lovely grounds and find the perfect spot for a picnic.

Are your gift shops open?


Can I pay by cash at your outlets?

Please pay contactlessly via card or Apple Pay etc where possible.

We are pleased to announce Twinlakes Splash Play
is now open for the summer!

ℹ️ For everyone’s safety, and to comply with new Government COVID 19 guidance please read the following from our Park Safety Officer:

ℹ️ During busy times –
– Due to Government guidance pool capacity will be limited. To ensure all guests have a chance to enjoy the Splash Play, during busy times the area will be run on one hour sessions.
– Please pre-book your 1 hour session when purchasing tickets online.
– Please be aware that the most popular sessions will book up quickly.
– To ensure that all guests have a chance to enjoy the Splash Play on their visit, arrive promptly for, and be ready to leave the area at the end of your session.

ℹ️Changing room guidance-
– Changing room facilities will be prioritised for additional needs or disabled guests, who are unable to change elsewhere.
– Due to Government guidance, it is advised that all other guests should change at home before and after visiting the pool, where possible. We apologise for any inconvenience this may cause.
– If you are unable to change at home, please change before and use the bathroom before joining the queue for the Splash Play.

– Please follow all other Park hygiene, safety and COVID 19 guidance whilst in this area. For more information, visitFind Out More

🎢🐏💦We look forward to welcoming you back! Thank you for your co-operation, Twinlakes park Safety Officer.


Our soft play areas will open and from 19/7/21 our ball pits are able to reopen also. Our indoor play areas do not operate on a booking system.