Information for visitors | Welsh Mountain Zoo

Reopening FAQs

The zoo spans across a 37-acre site with plenty of outdoor, open air areas and we hope that our visitors will enjoy the opportunity for recreation whilst learning more about conservation.


Wales enters a national fire-break lockdown on at 6pm on Friday 23 October and as a result we’ll be closing the Zoo in a bid to try to reduce the impacts of COVID-19 as much as we possibly can.

Following this closure, we will re-open on Monday 09 November 2020 at 9.30am.

Below is the important information you need to know about visiting Welsh Mountain Zoo when we re-open. Please note this may change according to any new restrictions that are brought in following the firebreak. We kindly request that you check this page regularly for updates.

We have implemented a number of new precautions and followed the Government’s guidance so that we can provide a safe and enjoyable visit for everyone. Some of these measures include:

  • Pre-booking. This is so we can safely monitor/limit the number of visitors at the Zoo each day and also ensure a smooth and efficient admission.=
  • All visitors, members and children under the age of three require tickets. Please pre-book tickets online in advance of your visit (up until 9.30am on the day of your visit). Zoo members will also need to show their membership card upon arrival. Gift/Complimentary Ticket holders will need to hand these tickets in upon arrival. PLEASE NOTE TICKETS ARE VALID FOR THE DAY STATED ON THE BOOKING. THEY ARE NON-TRANSFERABLE AND NON-REFUNDABLE.
  • Face coverings must be worn in all indoor spaces at the zoo (with the exception of children under 11 years and those with medical or other exemptions). Visitors are advised to provide their own face covering if they wish to enter any indoor areas while visiting the Zoo.
  • A one-way route is in place around some parts of the Zoo to aid social distancing.
  • Floor markings demarcate distances between visitors. Staff will monitor distances where queuing is anticipated to ensure there is adequate social distancing, as recommended by the Welsh Government.
  • Protective screening is installed at contact points.
  • Contactless card payments are welcomed wherever possible instead of cash and chip and pin entry payments.
  • Hand sanitising stations are sited around the Zoo. We also kindly ask visitors to pay extra care and attention to hygiene levels and to follow good hygiene practices by ensuring that you wash your hands properly with soap and hot water frequently throughout your visit.
  • Some indoor and close contact Animal Areas will remain closed (until such time as Welsh Government relaxes social distancing restrictions).
  • Daily Presentations of Chimp Encounters, Penguin Parade and the Sea Lion Feeding & Bird Flight Demonstrations remain suspended (until such time as Welsh Government relaxes social distancing restrictions). Please note the Chimpanzees, Penguins and Sea Lions can be viewed from the viewing windows into their enclosure.
  • Our Catering Outlets will be offering take away food and beverages from the Zoolicious sweet shop & the Safari restaurant. Please note that Penguin Café shall remain temporarily closed until further notice (until such time as Welsh Government relaxes the restrictions).
  • There is limited access to the Zoovenirs Gift Shop and a one-way system is in place to aid social distancing.

FAQs

The safety and welfare of our visitors, staff and animals is our priority and we are taking every measure possible to ensure this.

The following measures have been put in place:

  • Pre-booking. This is so we can safely monitor/limit the number of visitors at the Zoo each day and also ensure a smooth and efficient admission.
    • All visitors, members and children under the age of three require tickets. Please pre-book tickets online in advance of your visit (at least 24 hours in advance). Zoo members will also need to show their membership card upon arrival. Gift/Complimentary Ticket holders will need to hand these tickets in upon arrival. PLEASE NOTE TICKETS ARE VALID FOR THE DAY STATED ON THE BOOKING. THEY ARE NON-TRANSFERABLE AND NON-REFUNDABLE.
  • A one-way route is in place around some parts of the Zoo to aid social distancing.
  • Floor markings demarcate distances between visitors. Staff will monitor distances where queuing is anticipated to ensure there is adequate social distancing, as recommended by the Welsh Government.
  • Protective screening is installed at contact points.
  • Contactless card payments are welcomed wherever possible instead of cash and chip and pin entry payments.
  • Hand sanitising stations are sited around the Zoo. We also kindly ask visitors to pay extra care and attention to hygiene levels and to follow good hygiene practices by ensuring that you wash your hands properly with soap and hot water frequently throughout your visit. Hand soap and hot water is available in all toilet facilities. We encourage all visitors to make use of these resources. You will see increased signage around the Zoo to encourage good hygiene practices.
  • Some indoor and close contact Animal Areas will remain closed (until such time as Welsh Government relaxes social distancing restrictions).
  • Daily Presentations of Chimp Encounters, Penguin Parade and the Sea Lion Feeding & Bird Flight Demonstrations remain suspended (until such time as Welsh Government relaxes social distancing restrictions). Please note the Chimpanzees, Penguins and Sea Lions can be viewed from the viewing windows into their enclosure.
  • Our Catering Outlets will be offering take away food and beverages from the Zoolicious sweet shop. A selection of hot and cold foods will also be available from the Safari restaurant, with limited seating available in line with social distancing guidelines. Please note that Penguin Café shall remain temporarily closed until further notice (until such time as Welsh Government relaxes the restrictions).
  • There is limited access to the Zoovenirs Gift Shop and a one-way system is in place to aid social distancing.
  • The Free Zoo Minibus Service will be temporarily suspended until further notice.

So that we can safely monitor/limit the number of visitors at the Zoo each day we kindly ask that all visitors, members and children under the age of three pre-book tickets online in advance of your visit (at least 24 hours in advance). Zoo members will also need to show their membership card upon arrival. Gift/Complimentary Ticket holders will need to hand these tickets in upon arrival.

PLEASE NOTE TICKETS ARE VALID FOR THE DAY STATED ON THE BOOKING. THEY ARE NON-TRANSFERABLE AND NON-REFUNDABLE.

***Members/Gift & Complimentary Ticket Holders***

Please only book a ticket if you intend to visit and please do not book multiple visits over a consecutive amount of days. We are so grateful for your support, but we kindly ask members to take into consideration the effects of booking and not turning up, or booking multiple visits across a number of days, will have on us and other visitors trying to book.

Please click here to book tickets.

When we closed on 22 March, we advised that we would be more than happy to extend pre-booked admission tickets so that they remain valid until the end of the year. When you have a new date in mind for your visit, we ask that you get in contact with us as soon as possible, in order to re-book.

We kindly ask that you do not arrive at the entrance gate without booking your visit in advance.

So that we can safely monitor/limit the number of visitors at the Zoo each day we kindly ask that all visitors, members and children under the age of three pre-book tickets online in advance of your visit (at least 24 hours in advance).

Gift/Complimentary Ticket holders will need to hand these tickets in upon arrival.

Please only book a ticket if you intend to visit and please do not book multiple visits over a consecutive amount of days. We are so grateful for your support, but we kindly ask you to take into consideration the effects of booking and not turning up, or booking multiple visits across a number of days, will have on us and other visitors trying to book.

Please click here to book tickets.

Contactless payments will be welcomed wherever possible instead of cash and chip and pin entry payments. Card payments and contactless payments can now be made for transactions up to £45.

Following government guidance in Wales, face coverings must be worn in all indoor spaces at the zoo from and including Monday 14th September (with the exception of children under 11 years and those with medical or other exemptions). Visitors are advised to provide their own face covering if they wish to enter any indoor areas while visiting the Zoo.

All of our toilet facilities across the site will be open with the exception of those in the Safari Restaurant. You will note that there will be limited capacity in order to facilitate social distancing. All of our facilities will be cleaned frequently throughout the day for the safety of our visitors. In line with this cleaning regime, there may be a short wait to use the toilets, we kindly ask that visitors understand the need for this.

We also ask visitors to pay extra care and attention to hygiene levels and to follow good hygiene practices by ensuring that you wash your hands properly with soap and hot water frequently throughout your visit. Hand soap and hot water is available in all toilet facilities. We encourage all visitors to make use of these resources. Please respect the staff working to maintain social distancing and high levels of hygiene in these areas.

Free car parking will be available centrally within the Zoo and on our external car park field. Our team will be managing the parking of vehicles and we kindly ask visitors to observe social distancing when departing and returning to their vehicles. Please note, in the interest of good car park management, we may ask some visitors to park in our external car park field and pay at our external entrance gates.

The Free Zoo Minibus Service will be temporarily suspended until further notice. For further details on how to get to the Zoo please click here

Free wheelchair hire will still be available from the Zoo’s Main Office. Our wheelchairs are offered on a first come first serve basis. Please note that all wheelchairs will be thoroughly cleaned after each use.

Yes, our gift shop is open and has a one-way system in place to aid social distancing. Please note there will be a restriction of no more than 1 person/family in the Gift Shop at any one time. Whilst in the gift shop, we kindly ask that visitors refrain from touching items they are not intending to purchase.

Our Catering Outlets will be offering take away food and beverages from the Zoolicious sweet shop. A selection of hot and cold foods will also be available from the Safari restaurant, with limited seating available in line with social distancing guidelines. Please note that Penguin Café shall remain temporarily closed until further notice (until such time as Welsh Government relaxes the restrictions).

You are very welcome to bring a picnic with you when visiting the Zoo. Please adhere to social distancing guidelines when using our picnic areas. We kindly ask that you dispose of your waste responsibly in our recycling and waste bins provided around the site.

The following Indoor and close contact Animal Areas will remain closed - the Lemur Lookout (Lemur Walkthrough) and Children’s Farm Barn (walkthrough). Please note both the Lemurs and animals in the farm barn can be viewed from the viewing windows into their enclosures.

We’ll continue to monitor government guidance and we will open these areas as soon as guidance permits.

We are following the Government’s latest guidelines to keep our visitors, staff and animals safe, and we appreciate your cooperation in following this advice too. Please do not stay at the Zoo for longer than the time permitted outside of your household, this includes travel time to and from the Zoo.

In line with the latest Government guidelines and advice, we’ll be restricting the numbers of visitors coming to the Zoo each day so that we can safely enable social distancing measures. As a result of this, it is with regret that we won’t be able to accept large group/party bookings which include people from multiple households at this time.

We’ll continue to monitor government guidance and encourage you to keep in touch with us for updates on group/party bookings.

We’re working with schools/colleges/universities to provide access to learning resources online. In the meantime, if you would like a member of our team to virtually visit your school/college/university, please email education@welshmountainzoo.org

Due to continued social distancing requirements, we are currently not able to offer animal experiences and any pre-booked experiences will need to be rescheduled. We appreciate the disappointment this may cause and we apologise for any inconvenience, but hope you will understand our decision.

Our team will be in touch with those who had booked an experience to notify them that their experience has been postponed. We hope to be able to offer you a date to re-book in the future.

We have been constantly monitoring advice from the World Health Organisation and we are maintaining close contact with our veterinary teams and zoo professional bodies to keep abreast of the evolving situation.

Our expert team of keepers and vets are taking every precaution to ensure the safety of all animals and staff at the zoo, and strict biosecurity measures are in place. During this difficult time, our dedicated team continues to ensure that all animals under their care enjoy the same amount of affection and attention that they are used to receiving all year round.

So that we can safely monitor/limit the number of visitors at the Zoo each day we kindly ask that all visitors, members and children under the age of three pre-book tickets online in advance of your visit (at least 24 hours in advance). Zoo members will also need to show their membership card upon arrival.

Please only book a ticket if you intend to visit and please do not book multiple visits over a consecutive amount of days. We are so grateful for your support, but we kindly ask members to take into consideration the effects of booking and not turning up, or bookings multiple visits across a number of days, will have on us and other visitors trying to book.

Please click here to book tickets.

All of those whose memberships expired whilst the Zoo has been closed will have the length of time remaining from the date of closure extended once we reopen. Please remember to pre-book tickets online in advance of your visit (at least 24 hours in advance). You will also need to your membership card upon arrival.

All membership cards will be checked on arrival at the Zoo. If you are unsure of your current membership status or wish to renew, please contact the ZSWA Secretary in advance of your visit by emailing zswa@welshmountainzoo.org or calling 01492 532938. We kindly ask that members who wish to renew their membership, do this prior to their visit in order to avoid delays in the queue. The most efficient way to renew your membership is online – www.zswa.org

We kindly ask that you do not visit the Zoo if you are experiencing symptoms of COVID-19 or have any underlying health conditions that may put you at risk. If you are vulnerable in any way, it is your responsibility to make the right choice for yourself and others around you. Please follow the Government guidance - https://www.gov.uk/coronavirus

The Zoo’s summer opening hours of 09:30 – 18:00 remain the same, with last admission just before 17:00.

There’s no doubt that these are challenging times for all us, but this crisis is one of the worst the National Zoo of Wales has ever faced in its 57-year history.

Our dedicated and hard-working team are continuing to provide the best care for our amazing animals, as they always do. However, with 140 species to care for, running costs of £118,000 per month during lockdown and lost income in excess of £700,000 between April and the middle of July, the National Zoological Society of Wales (our Charity), really does need your support.

If you can, please help us to secure the future of the Zoo by making a donation. Whether you give a little or give a lot, the support you provide will help us to continue the care for our animals.

DONATE TODAY

As we are sure you will appreciate, this is an extremely busy time for us at the moment. Please bear with us whilst we respond to each individual query. It may take a little extra time, but please rest assured that we will be in touch as soon as we possibly can.

You can also make contact with us via email on info@welshmountainzoo.org

  • All visitors, members and children under the age of three require tickets. You must pre-book tickets online in advance of your visit Zoo members will also need to show their membership card upon arrival. Gift/Complimentary Ticket holders will need to hand these tickets in upon arrival.
  • Tickets must be pre-booked by midnight the day before you plan to visit. Online Tickets cannot be purchased on the day of your visit and tickets cannot be purchased at the gate.
  • TICKETS ARE VALID FOR THE DAY STATED ON THE BOOKING. THEY ARE NON-TRANSFERABLE AND NON-REFUNDABLE.
  • Available booking dates are shown in green on the calendar. When dates are shown in red, the maximum booking capacity has been reached. For dates going forward, please keep checking back for availability as we'll be releasing more dates soon.
  • A Family ticket applies to 2 adults & 2 children or 1 adult & 3 children.
  • A Senior ticket is valid for adults 60 and over, a Child ticket is for ages 3 to 15. Children aged 2 and under are free.
  • Visitors under the age of 14 must be accompanied by an adult.
  • Tickets can only be redeemed during opening hours and the last entry to the Zoo is approximately 1 hour before closing time - Click Here to see Opening Times
  • Disabled - A discounted rate is available for the registered disabled, due to the challenging terrain. Please note that verification of disability status will be required e.g. DLA/PIP Letter, DWP Book, Blue/Orange badge or letter from GP. You will be required to provide this on arrival. Please click here to see our Accessibility Statement before your visit.
  • Carers - If a visitor requests the need for a carer, as long as the above criteria has been met, a discounted carer ticket can be purchased alongside a disabled persons/wheelchair users ticket. Only 1 carer ticket may be purchased per disabled persons/wheelchair users ticket.
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