Is the zoo open?
From 4pm on Wednesday 4 November until Tuesday 1 December the zoo will be closed.
This closure is part of the government’s national lockdown measures to control the spread of coronavirus.
We are looking forward to being able to welcome our visitors and members back to the zoo from 2 December.
I have a booking for The Lanterns during the time that you are closed what should I do?
The good news is that if you have a booking for The Lanterns on a date that falls within the time that we’re closed (Thu 5 Nov – Wed 2 Dec) then we’ll automatically move your booking to a new date in December so you can still visit this Christmas.
You don’t have to do anything and we’ll be in touch before the end of the week to let you know which date has been allocated to you in December. That way we hope that this will help us to ‘Save Christmas’ and enable you and your family to have an amazing time.
If you would prefer to cancel your booking completely and receive a refund then we completely understand. Follow this link here to let us know you want to cancel and we’ll arrange that for you. Just bear with us while we work through all of the changes, as it may take us a few weeks.
If you have a booking for The Lanterns from Thursday 3 December – 23 December then our plan is that the show will still go on and your visit will go ahead as planned. We’ll be in touch with you directly if anything changes.
I’m a member, what will happen to my membership while you are closed?
We’re determined to bring you online events and updates while we’re closed but understand that another disruption to visiting is hugely disappointing.
We hope that you’ll be able to continue your membership as normal during our closure as a way of supporting us through this really difficult time.
If you feel that you would like to extend your membership by one month to compensate for the time that we’re closed then we completely understand.
To claim a one month extension to your membership please complete this form before Monday 16 November and we’ll automatically extend your membership.
You don’t have to contact us as your new expiry date will be updated automatically.
I have a booking for the zoo during the time that you are closed. What can I do?
If you have a booking to visit the zoo during this period then you have three options.
- Donate the price of the tickets to us to help us during this really difficult time. We’ll simply ensure that your money goes to keeping our wonderful conservation charity going. Let us know you’d like to do that here
- Transfer the date of your booking to a date between 3 December to 31 March, here. You’ll need to have your booking reference number and to let us know which date in the future you’d like to visit. Then we’ll be able to make that change for you and you’ll be able to see your new booking information in your online account.
- Cancel your booking here. Simply give us your booking reference number and your details and we’ll make sure that the booking is cancelled and the money refunded to the account that you paid from. You don’t need to contact us. This will happen automatically within the next few weeks.
For any bookings from 2 December – then our plan is that your visit will go ahead as planned. We’ll be in touch with you directly if anything changes.
How can I help Chester Zoo during lockdown?
There are lots of ways that you can support us during the time that we are closed.
Our Online Gift shop is now open and is full to the brim with lovely zoo inspired gift ideas, Christmas decorations and more. And best of all you know that by doing your Christmas shopping with us you are helping to support us as a conservation charity. Let’s save Christmas!
Buy an animal adoption – A lovely gift for any zoo fan or simply a way of showing your support.
Become a member – and you’ll enjoy all of the benefits of membership just as soon as we’re able to open again.
Can I still book tickets for the zoo?
We would love to welcome you back as soon as the zoo reopens, so tickets are still available to book online from 2 December.
Will school visits be allowed?
If you have a school visit to the zoo booked then we will be in touch with you directly to discuss your options.
We can’t take any school visits to the zoo for the period that we are closed but do have virtual school visits and resources available online.
Please contact our team directly at firstname.lastname@example.org if you need any more information.
Can I still book tickets to The Lanterns?
We’ve been forced to cancel The Lanterns dates during the time that we are closed (Thu 5 Nov – Wed 2 Dec) and all remaining slots for December have been sold. Please keep checking the website to see if more dates become available.
Will the nature reserve be open?
Yes, our nature reserve will be open, but we must insist that those visiting are mindful of others in this space, and to observe social distancing and safety measures when visiting.
We have a question and can’t get through to anyone on the phone.
To ensure the safety of our staff we currently have a smaller team working at the zoo. This means that it’s taking us a little longer than usual to answer enquiries. You can find lots of information on our website.
For anything else, please email email@example.com and our team will get back to you as soon as possible.
Thank you for bearing with us at this time.
Will members’ days go ahead?
We have taken the difficult decision to cancel the remaining Members Days in 2020. As yet we have no confirmed plans for our Members Days in 2021 but we are hopefully to be able to relaunch as soon as we can, with something new and exciting!
We are as always, so grateful for our members. Your ongoing support has to save our zoo and enable us to reopen our doors, so we do hope that you will choose to continue with your membership. Despite the cancellation of our member’s days, and even though we can’t all meet in person right now, we do have plans for some exciting virtual members events and talks, so make sure you’ve signed up to receive our email updates for the latest information.
We do hope you will be coming to visit us again soon.
Can I visit the membership office?
Our membership office is closed.
You’ll find lots of information about how to buy a membership and our benefits online and can log in to your online account to check your membership details.
Please email firstname.lastname@example.org if you have an urgent question and we’ll get back to you as soon as we can.
I’m a member and can’t log in.
If you haven’t registered an online account before then follow this link here and register.
I’ve tried to register / log in to my account and can’t.
Please email email@example.com with your membership number and preferred email address and they’ll reset your password and ensure that the email address we have for you is up to date. Please bear with us as the team are dealing with lots of queries at the moment.