Frequently Asked Questions

What time can I check in and check out of the Thorpe Shark Hotel?

Check in is at 3pm and check out is at 10am.

How can I contact Thorpe Breaks?

We offer a range of convenient ways to get in touch. Please click on the following link:
. Our opening hours are: Monday — Friday: 9am - 9pm and Weekends: 9am - 5:30pm.

Do you sell Tickets Only?

Thorpe Breaks only sell packages comprising both tickets and hotel accommodation. To purchase tickets only, please visit If you are a Merlin Annual Pass holder, you can book a bed and breakfast package via our Annual Pass Holder page.

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.

Does Thorpe Breaks offer any corporate discounts?

To find out about corporate discounts please call our Customer Experience Team on 0871 097 1227 (calls cost 13p per minute plus your phone company's access charge).

What In Resort facilities do you have?

Toilets, food, baby change, buggy hire, cash points, wheelchair hire and phone charging.

Is the Park accessible for disabled guests?

For full information relating to individual rides please see Thorpe Park's PDF Ride Access Guide. It is the responsibility of all guests to check restrictions within the Ride Access Guide and also on signage at the entrance to the ride. For further information, please get in touch via our contact page:

Can I hire a wheelchair at the Park?

A limited number of wheelchairs are available for hire from Guest Services. Wheelchairs are issued on a first come, first served basis. A £50 deposit is required.

Where is Thorpe Park Resort located?

Thorpe Park Resort
Staines Road
KT16 8PN

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.

Please note: Thorpe Breaks uses the merchant ID 'hex*thorpebreaks------' or 'HXPAYMENTS'. Once you have made your booking and payment has been taken from your account, 'hex*thorpebreaks------' or 'HXPAYMENTS' will appear on your bank account statement alongside the amount taken for your booking.

Can I pay a deposit for my Thorpe Break?

Unfortunately not. The balance must be paid in full at the time of 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.

Does Thorpe Park cater for alternative dietary requirements?

Amity Kebabs, Bush BBQ and the Coffee Shack offer Halal options. A range of vegetarian options are also available.

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 pretences, 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 get in touch via our contact us page:

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 (5:30pm on weekends and bank holidays) 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 (5:30pm on weekends and bank holidays) — 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) Cancellation on arrival date, or non-arrival date
100% of total booking value

Cancellation within 36 hours-3 days before arrival
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 on date of booking (before 8pm (5:30pm on weekends and bank holidays) â€' Unless your stay date is within 36 hours then 100% cancellation fees apply)
0% of total booking value

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.

Please note the cancellation notice period may be impacted by a change in opening times during the festive season. Please allow for this change in opening times when calculating your minimum 36 hours notice of cancellation. The notice period excludes 25th December, this will not be reflected on your confirmation for Winter Breaks.

Please note: The cancellation charges of specific packages or special events packages may vary. In this case, please see events pages for further details.

Cancellations must be performed over the telephone during our opening hours which are Monday to Friday 09.00 — 21.00 and Saturday and Sunday 09.00 — 17:30. 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 further information, get in touch via our contact us page:

Are the park/hotel packages suitable for disabled guests?

Please get in touch via our Contact Us page to discuss your requirements.

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. Alternatively, get in touch via our contact us page:

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).

Are there any height restrictions in the car park?

There is a height restriction of 5m in the car park.

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 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.

Charity Requests

Thorpe Park Resort is part of Merlin's Magic Wand, the charity set up by the parent company, Merlin Entertainments Group, to provide magical experiences for seriously ill, disabled or disadvantaged children.

Click here to find out more about Merlin's Magic Wand.

Thorpe Park supports charities and schools within the immediate vicinity of the Theme Park. Please email all requests to

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