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Frequently Asked Questions

About my Booking

• Who are we?
• How do I contact you?
• Can I buy Chester Zoo Holidays tickets on their own?
• Do you post my Chester Zoo Holidays tickets?
• What happens if I lose my tickets or voucher before I go?
• Can I book at short notice?
• Do you have a brochure?
• Is breakfast at the hotel included in the package?
• What if I need to cancel my booking?
• What if I need to amend my booking?
• Is parking at the hotel included?

About Chester Zoo Holidays booking

• Does the Park have ATM/Cash Machines?
• Is there a Baby Care Centre?
• Is parking free?
• Does the park accept Credit Cards?
• What should I do if I need first aid?
• Does Chester Zoo offer special facilities for guests with disabilities?
• Does the park have lockers to store bags?
• What happens if I lose one of my party inside the park?
• Do you have child buggies available for hire?

About my booking

Who are we?

Chester Zoo Holidays is Chester Zoo's own short break programme for customers wishing to visit the park and stay at one of our Partner Hotels. The short break program is managed by Holiday Extras Limited who are experts in providing a first class service to customers visiting UK Theme parks. By booking with Chester Zoo Holidays you gain access to exclusive deals, best prices and the added value that comes from booking direct. For all bookings Holiday Extras operate a trust account. This means your money will be refunded in the unlikely event of Holiday Extras being unable to provide your break due to insolvency.

How do I contact you?

You can email us at enquries@chesterzoo-holidays.co.uk or call our Chester Zoo Holidays team on 0871 360 2092

Can I buy Chester Zoo Tickets on their own?

Unfortunately this is not possible via Chester Zoo Holidays, as all of our tickets are available as part of a hotel accommodation package only.

Do you post my Chester Zoo tickets?

No, once your booking has been confirmed on www.chesterzoo-holidays.co.uk, an e-mail confirmation will be sent to straight to you. The confirmation vouchers can be printed off and exchanged at the hotel and zoo.

What happens if I lose my tickets or voucher before I go?

Your e-mail confirmation voucher will serve as proof of payment for both the hotel and Chester Zoo Holidays. To request an e-mail confirmation to be resent call 0871 360 2092

Can I book at short notice?

Yes, provided we have availability for your chosen hotel, you can book up to the day before you intend to visit the zoo.

Do you have a brochure?

No, we have chosen not to provide a brochure for www.chesterzoo-holidays.co.uk as we prefer to keep our website totally up to date with the latest prices, availability and information.

Is breakfast at the hotel included in the package?

Yes, all Chester Zoo Holidays packages include breakfast in the price paid for each night of stay.

What if I need 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 Chester Zoo Holidays. Telephone 0871 360 2092

No refund is made for cancellation of bookings within 24 hours of the date of ticket entrance to Chester Zoo or within 24 hours of the hotel stay (or after). An administration fee of 15.00 per room per night applies to all other cancellations.

What if I need to amend my booking?

If you need to amend your booking, please call 0871 360 2092. We will do our best to amend bookings for you, this may increase the price of the original booking if you are adding nights, additional family members or additional rooms. We will not charge you an additional amendment fee however.

If the amendment results in a reduction in the price of the original booking we will provide you with a refund on the difference.

Any amendments within 24 hours of the date of ticket entrance to Chester Zoo or within 24 hours of the hotel stay will be treated as a cancellation.

Is parking at the hotel included?

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. Hotel's own car parks are unsecured unless otherwise stated.

About Chester Zoo

Does the Park have ATM/Cash Machines?

Yes they do have cash machines.

Is there a Baby Care Centre?

Chester Zoo has a number of baby changing facilities on site. Each restaurant/cafe has microwaves available for use.

Is parking free?

Yes, parking at the Zoo is free of charge.

Does the park accept Credit Cards?

The following cards are accepted at the ticket booths - Visa, MasterCard, American Express, Switch, Diners, Delta and Solo. All these cards, except for Diners, can be used in stores and restaurants.

What should I do if I need first aid?

The main First Aid centre (located near to the Ark Shop) has changing facilities for adults, and a rest room that can be used for self-medicinal injections.

Does Chester Zoo offer special facilities for guests with disabilities?

Chester Zoo is fully accessible for people with disabilities, and we provide a wide range of services to ensure you make the most of your visit.

All of the toilet areas have access and will accommodate disabled visitors. At the main block (Jubilee Square), a portable hoist is available for people who have difficulty getting in and out of their wheelchair.

There is a limited range of wheelchairs and electric scooters available to guests free of charge.

A small driving test will always be given to anyone wishing to use an electric scooter.

The provision of wheelchairs and electric scooters is free of charge, but, a £10 refundable deposit will be required.

Please note that we currently have only a limited numbers of scooters available so it is advisable to pre-book by calling 01244 650 225. Due to essential maintenance and repair scooters may not always be available the morning of your visit.

Hearing and Visual Aids.

There Is a 'loop system' installed at some of the main customer contact areas, including the gates. Simply look out for the blue and white logo.

Guide dogs and sensing/hearing dogs are very welcome at the Zoo. However, we do ask that they avoid our Monkey, Chimpanzee and Elephant enclosures.

Car Parking

On arrival you will find 70 designated parking spaces for orange or blue badge holders.

Does the park have lockers to store bags?

Yes a limited number of lockers will be available from Easter 2007.

What happens if I lose one of my party inside the park?

Wristbands are available at the main entrance.If you lose your adult or are an adult who has lost their child, please look for any member of Chester Zoo staff who will direct you to the Information desk. Chester Zoo staff will use their radio link to locate the missing person/s.

Do you have child buggies available for hire?

Children's buggies are available to hire for £5 per day. A £10 refundable deposit is also required.