Frequently Asked Questions
1. Making a booking
How can I contact Alton Towers Holidays?
Please visit our Contact Us page
for more information. Our opening hours are: Monday — Friday: 9am - 9pm and Weekends: 9am - 5.30pm.
How do I book ticket only?
Please contact Alton Towers directly on 0871 222 3330 (Calls cost 11p per minute plus your phone company's access charge) or visit the Alton Towers website
. If you are a Merlin Annual Pass holder, you can book a bed and breakfast package via our Annual Pass Holder page
What is the gate price?
For up to date prices please visit the Alton Towers website
Can I pay a deposit for my Alton Towers Resort short break?
Unfortunately not. The balance must be paid in full at the time of booking.
Where is Alton Towers?
For satellite navigation reference, the postcode for Alton Towers Resort is ST10 4DB.
What is included in Alton Towers Holidays package?
The package price is the total cost for the whole party. Prices include your Alton Towers tickets and hotel stay including breakfast (unless otherwise stated).
Is Alton Towers Waterpark included in my package?
Alton Towers Waterpark is included in selected packages only and will be specified in the package description. To add on Waterpark tickets, simply select when going through the booking process.
Can my tickets be used on any day?
Your first day in the park is specified on your tickets. Subsequent days can be used at any point during your stay.
How much is ticket only compared to package cost?
Alton Towers tickets cost up to £134 per family of 4 (2 adults, 2 children) on the gate. Our standard ticket and hotel inclusive packages cost from £194 per family of 4 including 1 day park tickets, overnight hotel stay and breakfast. So you pay from just £48.50 per person for an overnight hotel stay, breakfast and 1 day in the park.
How will I receive my tickets?
Your confirmation will be sent to the e-mail address you enter at the time of booking. This will include your vouchers to exchange for your tickets, which you can collect upon arrival at hotel reception or at the ticket pick up point at the Alton Towers Park entrance.
This voucher cannot be re-sold under any circumstances. To redeem your entrance tickets at the park you will be asked for photographic identification and/or the original credit or debit card used to make the purchase of your Short Break.
What is the ticket procedure for entering the park?
Please print the tickets and your confirmation email and take these with you on your trip. Upon arrival at Alton Towers simply produce your voucher at the Ticket collection point to get into the park and start your journey.
Do you accept photocopies of the confirmation at the park?
Alton Towers Vouchers will only be accepted with a booking confirmation and printed version of the confirmations. Photocopies will not be accepted.
I have discount vouchers, am I able to pre-book with these?
No, we do not have the facility to accept promotional ticket only vouchers such as 2 for 1 promotional offers or any other ticket only discount vouchers. To take advantage of these you would need to pay locally.
Upon entry to the park, is it necessary to pay for the rides?
Your ticket will include access to all of rides and attractions at Alton Towers. Arcade machines and games inside the park incur an additional charge. The Alton Towers Waterpark, Tree Top Quest, Spa and Extraordinary Golf are also additional charges unless purchased in advanced or included in a promotional offer.
Have you got any special offers on over the summer?
Special offers can be introduced and withdrawn at any time. Please visit our website to view our latest offers: http://www.altontowersholidays.com/offers.html
When is the Kids Go Free Offer available?
Check the website for special offers. Please see for our special offer dates: http://www.altontowersholidays.com/events.html
What is the cheapest time to Visit Alton Towers?
Our prices vary depending on the time of year. If you book outside of school holidays you'll often find that prices are less and the park is emptier meaning you can avoid the queues! If you're flexible on dates then keep an eye out for our special offers running throughout the year that often apply to specific off-peak stay dates.
Does Alton Towers Holidays offer any corporate discounts?
To find out about corporate discounts please call our Customer Experience Team on 0871 360 2521 (calls cost 13p per minute plus your phone company's access charge).
What is the family room layout?
The family room layout differs according to each hotel, all can be found on the more info
for the individual hotel when making a booking.
Alton Towers Hotel & Splash Landing hotels Rooms usually consist of 1 double beds and a Bunk bed.
Other Hotels in the area, rooms usually consist of 2 double beds or a double bed and a double sofa bed.
Can you book a room for 5 or more people?
No. Rooms for 5 of more people need to booked directly with Alton Towers - please call 0871 282 5176 (Calls cost 11p per minute plus your phone company's access charge) to book these rooms.
Does Alton Towers have any onsite hotels?
Yes Alton Towers has its own resort, which has a selection of two hotels, woodland lodges and luxury treehouses. The Alton Towers Hotel and Splash Landings Hotel which interconnect one another by a covered walkway, whilst the lodges and treehouses are set within the Enchanted Village. There are a great selection of nearby hotels within a 30 mile radius.
Why can't I book a room at an onsite hotel?
Our onsite hotels are subject to availability so unfortunately if the hotel you require is not coming up this is because we have already sold our allocation. In this instance we can only recommend you look at our fantastic value offsite hotels which are close to the Resort.
What time can I check into my hotel?
Each Hotel's check-in time varies. please click on the more info
option which is available when you select a specific hotel. Your check-in details will also be displayed on your email confirmation.
Is it possible to upgrade our hotel room?
Yes, you would need to do this upon arrival at the hotel and you would need to pay for any additional costs locally. All room upgrades are subject to Alton Towers availability. With regret Alton Towers Holidays are unable to guarantee room upgrades.
How do I request a cot in my room?
By calling our award winning Contact Centre on 0871 360 2521 (press option 2.) Calls cost 13p per minute plus your phone company's access charge.
Most hotel rooms can accommodate a cot, however, please call our Contact Centre to confirm that the hotel you are booking can accommodate a cot in the room type selected. All cots are subject to availability.
Is parking available at the hotels?
Parking is free when staying at the Alton Towers Hotel, Splash Landings Hotel or the Enchanted Village.
Is breakfast included in the cost of my package?
Breakfast is included unless otherwise stated. Please click the more info
button online for full details of the hotel which you are interested in.
3. BOOKING PROCESS
I have not received my confirmation?
If you have still not received this 24 hours after booking your break, please call us on 01303 490007 (press option 2, calls cost 10p per minute plus network extras) and we will ensure this gets re-sent to you.
I do not have email, how will I receive my confirmation?
We offer a range of convenient ways to reach us on our Contact Us page
. Get in touch and we will arrange for your confirmation and tickets to be posted to you.
I am experiencing problems booking online.
Visit our Contact Us page
for a range of ways to get in touch.
Why has the price increased since my first search?
Alton Towers is committed to providing the best choice of product, at great prices, so throughout the season we continually review our products and prices. There are likely to be some seasonal special offers and in some circumstances prices may go up or down depending on availability. The price of your chosen package will be confirmed at the time of booking but may change if you do not confirm your booking straight after you receive your quote. All prices are subject to change and availability.
How do I make payment?
Full payment will be taken at the end of the booking process by either a credit or debit card. Credit cards are subject to a non-refundable surcharge, which will be notified before confirming your reservation. This fee is to cover the associated banking costs only. We accept Visa, MasterCard, Visa Debit (Delta), Visa Electron and Paypal. Both Alton Towers Holidays and Alton Towers are unable to accept personal cheques.
Please note: Alton Towers Holidays uses the merchant ID 'hex*altontowersholiday' or 'HXPAYMENTS'
. Once you have made your booking and payment has been taken from your account, 'hex*altontowersholiday' or 'HXPAYMENTS'
will appear on your bank account statement alongside the amount taken for your booking.
Credit Card Charges
Credit card companies charge us a fee when you pay with their cards and therefore payment by credit/charge card incurs an additional non-refundable charge of 1.8% of the total amount due. This fee is to cover the associated banking costs only. Payment by credit/charge card confirms that you accept this additional charge. No such charge applies to debit card payments.
What are the cancellation charges if I 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 and are subject to the conditions and charges (based on the total booking cost) below.
If you choose not to add on the Cancellation Waiver, the following cancellation charges will apply:
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 — Unless your stay date is within 36 hours then 100% cancellation fees apply)
0% of total booking value
Please note: The cancellation charges of winter packages or special event packages may vary. In this case, please see events pages for further details.
Cancellation protection: 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 date, whichever is the sooner), then you will receive a full refund of your booking cost, minus the cancellation charge and any credit card charges. Please note that if you cancel your stay within this 36 hour period, you will be charged the full cost of your booking.
Cancellations must be performed over the telephone during our opening hours which are Monday to Friday 09.00 and 21.00 and Saturday and Sunday 09.00 — 17.30. Cancellation requests via email or voicemail will not be processed.
How can I avoid paying any cancellation charges if I need to cancel my booking?
We are pleased to be able to offer cancellation cover for a small fee when you book your Alton Towers Holiday with us. For just £14.95, our cover allows you the freedom to cancel your booking without penalty and obtain a full refund up to 36 hours before your break. To do this you must contact us by telephone at least 36 hours before the date of your stay.
Can I amend my booking?
Should you wish to make any changes to your confirmed break, you must notify us as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Please be aware amendments may incur an additional charge. All amendments must be made through Holiday Extras, please call on 01303 490007 (press option 2, calls cost 10p per minute plus network extras.) Any alteration requested within 24 hours of the date of ticket entrance to Alton Towers or within 24 hours of the hotel stay will be treated as a cancellation by you and you will have to pay the cancellation charges.
4. Manage my booking
How can I resend my booking confirmation?
Simply go to 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.
How do I get directions to my hotel?
This information will be available on your confirmation and there is also a map available on our website. It is your responsibility to bring correct directions or a map with you on your trip, we cannot be held liable for any failure getting to the hotel.
How much does a taxi cost to Alton Towers?
The cost of a taxi to and from Alton will vary from different hotels. We suggest you contact the hotel booked directly on the telephone number provided on your booking confirmation.
How far is Alton Towers from the nearest train station?
Stoke-on-Trent Rail Station 15 miles from theme park. The Alton Towers Transport team run a number of bus services designed to connect with incoming train services from popular destinations.
6. Park Info
Do Alton Towers charge for parking?
Parking will be charged at £6.00 per car at Alton Towers. Each vehicle parking in our car parks requires a daily parking ticket. Priority Parking can be purchased locally at £15.00 per car. However staying on Resort at The Alton Towers Hotel or Splash Landing Hotel is free of charge.
Are there any height restrictions in the car park?
There are no height restrictions in the car park.
Where is the park located? What is the address?
Alton Towers Resort, Alton, Staffordshire, ST10 4DB
What are the opening times of the park?
Alton Towers is open from 25th March 2017. For specific park timings please visit: Alton Towers Resort opening times
Is there a dress code?
Shirts and shoes must be worn at all times.
Are there height restrictions?
Yes, height restrictions apply and there is a list of other restrictions (dependent on the ride) and general information at the entry point to each attraction. Our average girth restriction is 52 inches. However, as a result of customer feedback, we have introduced seats on our Nemesis and Oblivion rides accommodating a girth size of 54 inches. For more detailed height, girth and general restrictions, please see signage at the ride entrance.
How long will I have to queue?
Waiting times are posted at the main attractions to enable you to plan your day.
Are there any shops in the park?
Special retail shops and carts are located throughout the park.
What will happen if the weather is bad?
Alton Towers is an outside attraction with many rides outside. Some rides and attractions may close in cases of high winds, thunder or lightning due to health and safety. Alton Towers regrets that refunds will not be issued due to inclement weather.
Can we enter and exit the park throughout the day?
If you wish to leave the park and return the same day, at no charge, please have your hand stamped at the entrance turnstiles. Failure to obtain a hand stamp will result in you not being re-admitted. Your ticket is not proof of re-entry.
What is the park's smoking policy?
Alton Towers has prohibited smoking within the Park. Designated smoking areas are available for guests that choose to smoke during their visit. Guests are not allowed to smoke when queuing for rides.
How do I contact the park?
You are able to contact the park on 0871 222 3330. Calls cost 11p per minute plus your phone company's access charge.
Can I hire a wheelchair in the Theme Park?
Wheelchairs are available to hire from the Resort Box Office on Towers Street. Wheelchair hire costs £10 (plus a £20 refundable deposit). Wheelchair hire is free for Blue Badge Holders. Please note, wheelchairs cannot be reserved and are available on a first come, first served basis.
Is the Theme Park accessible for disabled guests?
The Alton Towers Resort strives to make sure that the Theme Park, Hotels, Waterpark and other extraordinary attractions are easily accessible all guests. For full information relating to accessibility, please see the Alton Towers Additional Needs Guide
Who do I contact if I have lost property at Alton Towers Resort?
If you have lost an item in the Theme Park please call 01538 703344 and select option 5. If you have lost an item at the Alton Towers Hotel, Splash Landings Hotel or the Enchanted Village please call 01538 703344 and select option 6.
Does Alton Towers Resort cater for alternative dietary requirements?
Eastern Express in Mutiny Bay serves a wide range of Halal foods. The restaurants in the Alton Towers Theme Park do not currently offer Kosher food, however there are a wide range of vegetarian options to choose from. If you are staying at the Alton Towers Resort and request with enough time, the Resort Hotels will try their best to cater for all alternative dietary requirements.
Alton Towers 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
Alton Towers Resort will only consider postal applications on letter headed paper from registered charities within the Staffordshire Moorlands area that meet the above over-all objectives.
If you meet the criteria and wish to apply, please write to:
Alton Towers Resort Central Admin
Alton Towers Resort
Please note, the Alton Towers Resort receives a large volume of charity requests and as such they cannot reply to everyone. Applications cannot be considered by email.
For more information on Alton Towers' charity policy click here