Frequently Asked Questions
Frequently Asked Questions
How can I contact THORPE Breaks?
You can contact us by phone on 0871 360 2629. Our opening hours are: Monday — Friday: 9am - 9pm and Weekends: 9am - 8pm.
Do you sell Ticket Only?
THORPE Breaks only sell packages comprising both tickets and hotel accommodation. To purchase tickets only, please visit THORPEPark.com.
Do you accept promotional vouchers?
As the short break provider for THORPE Park Resort we are unable to accept any vouchers in conjunction with our offers as we already provide great value packages.
What In Park facilities do you have?
Toilets, food, baby change, buggy hire, cash points, wheelchair hire.
Is there good accessibility?
Guests registered as disabled, please visit Guest Services to see how we can help you get the most out of your visit.
Where is THORPE PARK Resort located?
THORPE PARK Resort
What is the ticket procedure for entering the park?
Your email confirmation and PDF attachment will contain your bar-coded THORPE PARK Resort ticket/s. Please open the attachment, print the tickets and your confirmation email before leaving home and take these with you on your trip. On arrival at THORPE PARK Resort simply take the tickets to the turnstiles where the bar codes on the tickets will be scanned to allow entry to the Park where your adventure will begin! Please note: All customers booking a Room Only reservation must arrange park tickets for the entire party. You will not be able to stay at the Resort Hotel if you cannot present tickets or an Annual Pass for each member of the party on check in.
How do I receive my tickets?
Your confirmation will be sent to the e-mail address you enter at the time of booking. The email confirmation will include your print at home tickets with barcodes in a PDF attachment.
Can I spread my payments?
Full payment is required at the time of booking. All bookings made by credit cards are subject to a 2.0% handling fee, min. charge £1.50, max. charge £19.95 (non-refundable). This is not refundable and does not apply to debit cards.
Please note: THORPE Breaks uses the merchant ID "HX SHORT BREAKS
". Once you have made your booking and payment has been taken from your account, "HX SHORT BREAKS
" will appear on your bank account statement alongside the amount taken for your booking.
Is breakfast included as standard in my package?
Breakfast is not included unless otherwise stated. If included, please check the earliest time it is available. To view our range of Thorpe Breaks hotels please visit our THORPE Breaks hotels page.
I am under 18 years old, can I still make a booking?
Guests aged 16 and 17 are able to stay at the THORPE SHARK Hotel without an adult present, but must present a letter of consent from an adult with a contact number. Any guests under the age of 16 years must be accompanied by an adult in order to stay overnight at the THORPE SHARK Hotel. If a room is booked under false pretenses, or by forging documentation, you may be refused access to your room. 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 16 when the booking is made. The party leader is responsible for making all payments due to us. The party leader must be at least 16 when the booking is made. For the avoidance of doubt, the party leader must also be present at THORPE PARK Resort and the THORPE SHARK Hotel for the duration of the party's stay, acting as the responsible adult for all individuals on the booking. To find out all of the Thorpe Breaks' booking terms and conditions please call our award winning Contact Centre Monday — Friday 9am — 9pm and Saturday — Sunday 9am — 8pm on 0871 360 2629. Calls cost 10p per minute plus network extras.
Are there any charges if I have to cancel my booking?
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; if you cancel before 8pm on the date of booking you will not be charged a cancellation fee - unless your stay date is within the next 24 hours, in which case 100% cancellation fees apply (please see list below).
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:
When the THORPE SHARK Hotel is Cancelled — cancellation Charge (% of total booking amount) Within 0-7 days of arrival — 100%
Within 8-10 days of arrival — 75%
Within 11-21 days of arrival — 50%
More than 21 days in advance of arrival — 25%
Cancellation on the date of purchase — 0% before 8pm — Unless your stay date is within 24 hours then 100% cancellation fees apply.
When an Offsite Hotel is Cancelled — Cancellation Charge (% of total booking amount) On day of arrival — 100%
Within 1-3 days of arrival — 75%
Within 4-14 days of arrival — 50%
More than 14 days in advance of arrival — 25%
Cancellation on the date of purchase - 0% before 8pm — Unless your stay date is within 24 hours then 100% cancellation fees apply.
Do you offer Cancellation Cover?
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 the normal cancellation charge of up to 75% of the total of your booking will not apply. Please note that if you cancel your stay within this 36 hour period you will charged the full cost of your booking.
Cancellations must be performed over the telephone during our opening hours of 09.00 and 20.00. Cancellation requests via email or voicemail will not be processed.
Manage my booking
How can I resend my booking confirmation?
Simply go to Manage My Booking at the top of the homepage
and choose to resend your booking confirmation straight to your inbox, after filling in a few easy questions about your booking.
If you would like to make amendments to your booking please call our Customer Experience team on: 0871 360 2629 and they'll be able to help you out.
Are the park/hotel packages suitable for disabled guests?
Please contact our award winning call centre on 0871360 2629. Calls cost 10p per minute plus network extras.
Can a guide dog stay at the hotel and have access to the park?
You would need to contact the hotel before you booked to guarantee this is something they could offer. Or call our award winning Contact Centre Monday — Friday 9am — 9pm and Saturday — Sunday 9am — 8pm on 0871 360 2629. Calls cost 10p per minute plus network extras.
Do you have any lockers at the park?
Yes, please ask at guest services.
What is the car parking procedure?
Car park tickets can be purchased at advanced ticket collection when you collect your park tickets. If you have already printed your tickets at home prior to your visit, please purchase your car park ticket from an admissions kiosk as you leave the park. Parking is charged at £5 per car (subject to change).
What if we have an accident in the park what medical help would you provide?
There is an on-site Medical Centre with staff who are fully trained to deal with a range of medical issues.
If I have young children and both adults want to go on the rides, will we have to queue for the ride twice whilst the other adult looks after the children? Do you have a special pass for this?
We do also have a PARENT SWAP facility, but this is more relevant for parents visiting with young children so the child does have to wait in the queue: Parents can still enjoy the height restricted rides when visiting with toddlers and you only have to queue once. After swapping over the second rider gains entry to the ride via the ride exit. A voucher is required to use this service, pop in and collect one from Guest Services.
As we are going in a large group I am worried that my child might get lost do you have facilities to deal with this?
CHILDREN'S WRISTBANDS: Place your phone number inside special wristbands so we can contact you if your group gets separated. Available from Guest Services and the Medical Centre.
What if I lose an item of property?
Any item lost on the day report this to Guest Services or after you visit contact guest services on 01932 577123. Once you have been notified that your item has been found you can collect this from the park or alternatively, send a self addressed envelope to Guest Services at THORPE PARK Resort.
Do you provide a list of rides my children under 1 metre can enjoy as I believe you have height restrictions?
We will be happy to check the heights of children and advise on suitable Rides & Attractions for them. A hand stamp will be provided for the rides & attractions that can be used. Please visit our http://www.thorpepark.com/rides-list.php page for full details of all restrictions.
What if my child desperately needs to use the toilet whilst I have been queuing for a long period of time?
If your child needs the toilet whilst queuing, make a quick stop at Guest Services for a voucher to easily access the ride again.