COVID-19: FAQs

9 July, 2020

Questions & Answers…If you’ve got a question about the new measures we have introduced at Oakwood Theme Park in response to COVID-19, chances are you’ll find the answer here. If not, contact us and we’ll do our best to help.

(Updated: 14/09/2020)

What days and times are you open?

A: We plan to open Oakwood Theme Park on Monday 20th July, following our delayed start to the 2020 season. During the first week of operation we will open at 11am, which will ensure we have ample opportunity to complete our new COVID-19 measures prior to the park opening. We will close at 5pm. We will review our operating hours on a weekly basis, alongside the wider COVID-19 situation. We will update our hours weekly using the calendar on our website, which can be accessed by clicking here.

Will any rides, attractions or facilities be closed?

A: Unfortunately it is not possible to meet the required social distancing measures on all of our rides and attractions. Therefore, Drenched and Hooks House Of Havoc (indoor soft play) will be closed. We will initially be asking guests to walk from the Admissions area into the park rather than using our Main Line Railway. This is to avoid congestion at the Admissions area which we have identified as a potential pinch point during our COVID-19 Risk Assessment process.

We will be operating a reduced Catering offering, with those outlets open offering a takeaway service only. A reduced menu range will be in place enabling us to operate with fewer staff in order to achieve social distancing amongst our staff team.

On ride photos will remain available for purchase; however we may sell these from alternative outlets each day.
All requirements and guidance is under constant review, and we’ll amend our ride, attraction and facility offering as possible, as guidance is updated.

Have you reduced capacity in the park?

A: Yes, we have reduced the number of people that will be able to enter Oakwood Theme Park on each operating day, to aide our COVID-19 measures. We have introduced online dated tickets to aide the management of guest numbers each day we are open.

Do I need to book in advance?

A: Tickets must be purchased in advance from the Oakwood Theme Park website. We have updated our ticketing options enabling those wishing to purchase tickets using the Tesco Clubcard scheme to do so online too. Click here to purchase tickets using Tesco Clubcard Vouchers. Ticket confirmation can either be printed, or shown on your phone upon arrival at Oakwood Theme Park.

We have introduced dated tickets to aide the management of guest numbers each day we are open. If you have already purchased Day Pass tickets that were not subject to a date, you remain free to use these on any 2020 opening date. We have allowed sufficient space in our capacity for Season and Annual Pass holders to visit as often as they wish, without having to book dated tickets.

Please be aware that it will not be possible to change the date of your visit once booked and tickets are non-refundable. The requirement to book dated tickets remains under review and will be removed if and when it is no longer deemed necessary.

What measures are you taking to prevent the spread of COVID-19?

A: We have completed a thorough Risk Assessment process in response to COVID-19 and implemented a number of additional safety measures based on Welsh Government guidance. Our staff and contractor teams are undergoing daily temperature testing, along with utilising PPE and handwashing/sanitising facilities. Our staff are working in small ‘bubble’ groups, to limit contact & have undertaken specific COVID-19 training.

Our Customer Charter outlines the requirements on guests visiting Oakwood Theme Park and should be followed at all times. Guests will be asked to sanitise upon arrival at Oakwood Theme Park and may be subject to temperature testing. Additional sanitising points have been installed throughout the park, enabling guests to sanitise regularly during their visit.

We require guests to remain in their family groups, and adhere to the social distancing requirements throughout the park. In queue lines we have installed distancing markers and will be loading rides allowing for distancing between family groups.

On our rides, used rows, seats and restraints will be sanitised after each cycle, whilst we have increased the cleaning frequency of communal facilities such as toilet blocks, seating areas and outlets.

We kindly request that guests use contactless or card payment where possible.

Who will be wearing PPE?

A: You will see the majority of our staff wearing PPE although it will differ between staff members, based on the task or role that they are completing.

You will be required to wear masks in all of our indoor areas, including; Retail shops, The Haunt & Oaktree Restaurant catering outlets (except when eating or drinking), Fun Zone Arcade, Go Sport shooting range and the Park Reception. Masks will also be required on the following rides; Spooky 3D and The Creepy Crawler. We will also be asking all guests to wear masks for our Spooktacular Halloween attractions, which open from 17th October.

We are closely monitoring Welsh Government guidance relating to the use of PPE, and will implement any changes required should guidance change.

Do I need to wear a face mask?

A: You will be required to wear masks in all of our indoor areas, including; Retail shops, The Haunt & Oaktree Restaurant catering outlets (except when eating or drinking), Fun Zone Arcade, Go Sport shooting range and the Park Reception. Masks will also be required on the following rides; Spooky 3D and The Creepy Crawler. We will also be asking all guests to wear masks for our Spooktacular Halloween attractions, which open from 17th October.

Guests are welcome to continue wearing face masks (& other PPE) whilst at Oakwood Theme Park including on all rides provided they are securely fitted.

Guests aged 11 & under and those with health conditions preventing them from wearing a mask are exempt.

We’re asking our guests to bring their own face masks but we do have them available for purchase should you arrive without one.

Full information can be found in our COVID-19: Wearing A Mask blog post

All requirements and guidance is under constant review, and we’ll amend should there be any changes issued by the UK or Welsh Government.

Will you be offering Fast Pass or Ride Access Pass?

A: We will not be offering Fast Pass in 2020.

Our Ride Access Pass system will remain available to guests who struggle to stand for long periods of time either because of physical or learning/emotional impairment, or requiring a ‘step free’ means of access to some of our rides and attractions. To help us manage social distancing, Ride Access Pass will operate differently to previous years, with users being issued timeslots for each qualifying ride. Use of the Ride Access Pass scheme remains subject to proof of eligibility. Further details can be found within our Terms & Conditions here.

Can we still use discount vouchers?

A: We will be honouring discount vouchers which went into circulation prior to lockdown and our delayed opening being announced. This includes ‘Fun for 4’ in the Coast To Coast publication and ‘Save 15% on Day Passes’ mini discount cards distributed by Brightsky Media. Tickets for these vouchers must be booked online, links to these ticketing pages can be found via the following links;

Coast To Coast – Fun For 4
Mini Discount Cards – Save 15% on Day Passes

Please note that the voucher must be presented alongside the ticket confirmation upon arrival at Oakwood Theme Park. Photocopies/photographs are not accepted. Should the voucher not be presented, tickets will be charged at the full gate rate, minus the amount paid online.

In addition to the stated discount vouchers, we are also pleased to be able to continue existing arrangements with Kiln Park, Tenby. Tickets for these must also be booked online, links to these ticketing pages are coming soon;

Kiln Park Owners – Save 20% on Day Passes
Kiln Park Guests – Kids Go Free

Please note that the Kiln Park Owners privilege card must be presented alongside the ticket confirmation for all tickets booked using the Kiln Park Owners link. Kiln Park Holiday Booking Confirmation must be shown alongside ticket confirmation for all tickets booked using the Kiln Park Guests link. Should the required supporting documentation not be presented, tickets will be charged at the full gate rate, minus the amount paid online.
Partner sites such as KidsPass and Days Out With The Kids remain available and subject to the usual T&Cs of the partner site.

Will Bounce be open?

A: Throughout 2019 we undertook a significant refurbishment of the ride Bounce. At the time of lockdown being announced, Bounce was in the final stages of completion, and we expected to be able to announce the ride as open, prior to the Whitsun Holidays.

Whilst lockdown has prevented completion of the Bounce works, we have committed to continuing works on Bounce as soon as lockdown measures allow, and remain hopeful that Bounce will open to guests over the summer period. Updates regarding the opening of Bounce will be shared on our website and social media channels.

Will there be After Dark this year?

A: Due to current Welsh Government restrictions on ‘events’, we are currently unable to confirm whether After Dark will run this summer. We are however hopeful that subject to COVID-19 restrictions easing, we’ll be able to extend our operating hours to include some form of late evening opening this summer. Announcements about this will be communicated on our social media and website calendar.

We currently expect our Spooktacular Halloween offering, and end of season Fireworks Finale to run as planned, although this remains under constant review and subject to COVID-19 measures.

Are you still taking bookings for Groups and Schools?

A: Yes, of course! Our group rates remain available for groups of 15 or more paying guests, whilst our education rates remain available for schools. Please email us at [email protected] or call us on 01834 815170 to make your booking.

What happens if COVID-19 guidance changes?

A: Based in Wales, we are following Welsh Government guidance. We are in daily conversation with Welsh Government, industry bodies, and similar attractions, and will make any changes necessary to our operation should guidance change.

Useful Links & Information…

Latest COVID-19: Visitor Charter

Latest COVID-19: Wearing A Mask

Latest COVID-19: Local Lockdown Guidance

Latest COVID-19: Ticketing Update

BOOK YOUR TICKETS ONLINE HERE!

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