Frequently Asked Questions
- Is it safe to be open?
We have been led by UK Government and relevant local authorities and will have a phased reopening in accordance with any updates from the Government in response to the COVID-19 coronavirus.
We have reopened under limited capacity with reduced hours of operation and will continue to look at these measures on a daily basis.
We are excited to be welcoming guests back to our attraction, and the health and safety of our guests and staff is always our number one priority. We have introduced a number of new additional hygiene and safety measures which guests will see throughout the attraction.
- Will I have to wear a face mask?
It is compulsory for all guests over the age of 11 to wear a face covering when indoors, and in order to participate on a number of activities at the attraction. A face mask will be required on the Assault Course. All face masks/coverings must be suitably secured to the person. Suitable face masks will be available for purchase at the attraction.
This advice is in line with recent updated UK Government regulations across England which will come in to place from the 8th August https://www.gov.uk/coronavirus. We are continuing to monitor this guidance closely. We encourage all our guests to help protect themselves and each other when visiting attractions.
- What new measures will I see on my visit to your attraction?
Our attractions will provide an extensive range of new safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff. Find out more at www.merlinentertainments.biz/HSS-COVID-19
- I have a booked visit, but I don’t want to visit as I don’t feel it’s safe - what are my options?
We would like to reassure everyone that we are taking the necessary measures to provide a safe and hygienic environment. The health and safety of our people is an absolute priority and we will always act to safeguard the well being of our employees and guests wherever possible.
We have implemented an extensive range of safety measures, designed to ensure a happy, safe and healthy experience for all guests and staff.
We understand that due to unforeseen circumstances or if you have developed symptoms of COVID-19 you may require to change the date/time of your visit to our attraction. Please email us @ firstname.lastname@example.org
- What do I do if one of my family is ill at the last minute?
We understand that due to unforeseen circumstances or if you have developed symptoms of the coronavirus you may require to change the date/time of your visit to our attraction. Please email us @ email@example.com
- If you have a suspected case of COVID-19, will you close your attraction?
Please be assured that would work in close co-operation with the local health authority to support any direct enquiries to them and will act immediately upon their advice.
We also have contingency plans in place in the event that an employee or guests becomes ill, including an identified quarantine area, tracking where they’d been and who they’d come into contact with, and instigating a deep clean of affected areas.
We are also doing daily temperature checks, along with additional hygiene measures, including introducing a large number of hand sanitiser dispensers and additional deep cleaning measures. We have introduced new Personal Protective Equipment (PPE) requirements for a range of activities that our employees routinely perform. These include face masks, disposable gloves, eye protection and hand sanitiser. The use of such equipment and clothing by our employees is to protect our guests and our staff. All employees will also participate in COVID-19 specific training programmes prior to returning to work, instructing them how to stay safe as well as how to keep our guests safe.
The safety and wellbeing of our guests and staff is our priority and we will continue to monitor the situation at our attraction closely, taking all necessary precautions.
- Is there a discount or a change in ticket price to reflect that not all your activities are open?
If your activity is not open, we will offer you an activity of the same or similar price and value or offer to reschedule for an alternative date.
- Which activities are open?
We are now open with iFLY, Cage Snorkel, Shark Dive, High Ropes (however we are unable to offer the zip wire), Climb, Archery, Escape Rooms, Shooting and the Assault Course. For more details about each of our activities head to: www.beargryllsadventure.com/birmingham/activities.
Please note that, in order to maintain social distancing, the zipline element of High Ropes will not be in use until further notice.
- How will you ensure activities adhere to Health & Safety and social distancing guidance?
At The Bear Grylls Adventure, we have reviewed every part of our operations and have implemented an extensive range of safety measures to ensure we adhere to government and local authority guidelines to create a safe experience for all guests and staff, and this includes our activities.
Visitors may notice spatial separation markings and other similar operating adjustments around the attraction, including floor markings at our queue lines to ensure our activities adhere to the social distancing measures recommended by local governments and health authorities. On the activities, there will be reduced capacity and batching to maintain social distancing that can include grouping within household units.
Our staff will also be encouraged to observe social distancing where practical and we will be providing additional Personal Protective Equipment (PPE) and clothing for our guest facing staff which will include activity guides where appropriate.
As part of our enhanced cleaning protocols, activity equipment will be cleaned after each user to ensure it is hygienically ready for the next person, and hand sanitiser will be available to guests throughout the attraction.
We ask all those who visit our attraction to observe closely our strict guidelines on maintaining a safe distance between each other and to maintain good hygiene practices including utilising the hand sanitiser located around the attraction. If they or any family member displays any symptoms of COVID-19, we ask that they postpone their visit.
- Can I still visit your attraction from an area subject to local lockdown?
We ask any guests visiting our attraction from an area subject to local lockdown to follow the relevant government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.
More information can be found here: www.gov.uk/government/publications/local-lockdown-guidance-for-social-distancing
- I am planning an overnight visit to your attraction and am visiting from an area subject to local lockdown, is this allowed?
The Government has issued new advice on holidays in England if you are travelling to or from an area subject to local Coronavirus restrictions. If you are affected by a local restriction, please familiarise yourself with the latest Government guidance to help protect fellow guests and our employees. Please contact Guest Services should you need to amend your booking.
More information can be found here: www.gov.uk/guidance/guidance-on-holidays-in-areas-with-local-coronavirus-covid-19-restrictions
- Are you holding my information for government tracing schemes?
At our attractions, we are required by the UK Government to hold and potentially share basic information about our visitors as part of contact tracing schemes including NHS Test Trace. This information will only be shared where necessary to help stop the spread of COVID-19 and support public health efforts. It also helps our attractions protect the health and safety of both staff and guests. Visitors have the right to object to their data being shared as part of contact tracing schemes by contacting Merlin’s data protection team at the following address firstname.lastname@example.org.
- Will there be any changes to paying for items during my visit?
We will be a card only site at this current time, and will be unable to accept cash payments.