Information for visitors | Welsh Mountain Zoo

Stay Safe at the Welsh Mountain Zoo

The Zoo is closed at present under the Welsh Government's guidance on COVID 19. However, we look forward to reopening on MONDAY 26 APRIL.


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 the latest guidelines that are put in place. We kindly request that you check this page regularly for updates.

We have implemented a number of measures so that we can provide a safe and enjoyable visit for everyone.

Please help us to help you, so your visit to the Zoo is the best it possibly can be.

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.
    • Please note we are supporting the Government’s Test, Trace and Protect scheme. When booking, you will be asked to provide names and contact details for all visitors for contact tracing purposes. In line with Government guidance, we’ll keep your details for 21 days and if requested, we’ll share them with Public Health Wales for the purpose of contact tracing. Please be assured that this information will be handled in accordance with our standard GDPR rules and not used for any purpose other than for Test, Trace and Protect.
  • In accordance with the latest Government regulations, the following will apply:
    • The wearing of face coverings in indoor public spaces is compulsory (with the exception of children under 11 years and those with medical or other exemptions). If you are exempt, we would kindly ask for you to wear something which indicates this. 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.
  • Protective screening is installed at contact points.
  • 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.
  • In line with the latest guidance, indoor animal houses and close contact viewing areas will be temporarily closed to visitors. Closed areas include the Chimp Auditorium, Reptile and Alligator houses, the Children’s Farm Barn and Lemur Lookout (lemur walkthrough). Our bathroom facilities remain open. The Zoovenirs Gift Shop will also remain open.
  • 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 Safari restaurant and the Zoolicious sweet shop. In accordance with social distancing, queues may be a little longer than normal and we kindly ask that visitors understand the need for this. Please note that Penguin Café shall remain temporarily closed until further notice (until such time as Welsh Government relaxes 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.


Please note in order to keep yourselves and others safe during your visit, following our social distancing guidelines is everyone’s responsibility. Parents/Guardians are responsible for ensuring children follow these guidelines too.

    FAQs

    As we are sure you will appreciate, this is an extremely busy time for us at the moment. We kindly request that you check our Frequently Asked Questions first before contacting.

    In the event that your question is not covered below, you can also make contact with us via email on info@welshmountainzoo.org or telephone 01492 532938.

    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.

    We have implemented a number of measures so that we can provide a safe and enjoyable visit for everyone.

    Please help us to help you, so your visit to the Zoo is the best it possibly can be.

    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.
      • Please note we are supporting the Government’s Test, Trace and Protect scheme. When booking, you will be asked to provide names and contact details for all visitors for contact tracing purposes. In line with Government guidance, we’ll keep your details for 21 days and if requested, we’ll share them with Public Health Wales for the purpose of contact tracing. Please be assured that this information will be handled in accordance with our standard GDPR rules and not used for any purpose other than for test, trace and protect.
    • In accordance with the latest Government regulations, the following will apply:
      • The wearing of face coverings in indoor public spaces is compulsory (with the exception of children under 11 years and those with medical or other exemptions). If you are exempt, we would kindly ask for you to wear something which indicates this. 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.
    • Protective screening is installed at contact points.
    • 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.
    • In line with the latest guidance, indoor animal houses and close contact viewing areas will be temporarily closed to visitors. Closed areas include the Chimp Auditorium, Reptile and Alligator houses, the Children’s Farm Barn and Lemur Lookout (lemur walkthrough). Our bathroom facilities remain open. The Zoovenirs Gift Shop will also remain open.
    • 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 Safari restaurant and the Zoolicious sweet shop. In accordance with social distancing, queues may be a little longer than normal and we kindly ask that visitors understand the need for this. Please note that Penguin Café shall remain temporarily closed until further notice (until such time as Welsh Government relaxes 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.

    Please note in order to keep yourselves and others safe during your visit, following our social distancing guidelines is everyone’s responsibility. Parents/Guardians are responsible for ensuring children follow these guidelines too.


    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 (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.

    Please note we are supporting the Government’s Test, Trace and Protect scheme. When booking, you will be asked to provide names and contact details for all visitors for contact tracing purposes. In line with Government guidance, we’ll keep your details for 21 days and if requested, we’ll share them with Public Health Wales for the purpose of contact tracing. Please be assured that this information will be handled in accordance with our standard GDPR rules and not used for any purpose other than for test, trace and protect.

    ***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 number 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, 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 (up until 9.30am on the day of your visit).

    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 number 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 £100.

    The wearing of face coverings in indoor public spaces is compulsory (with the exception of children under 11 years and those with medical or other exemptions). If you are exempt, we would kindly ask for you to wear something which indicates this. 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 with limited access and has a one-way system in place to aid social distancing.

    Please note the wearing of face coverings in indoor public spaces is compulsory (with the exception of children under 11 years and those with medical or other exemptions). If you are exempt, we would kindly ask for you to wear something which indicates this. Visitors are advised to provide their own face covering if they wish to enter any indoor areas while visiting the Zoo.

    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 only with the Penguin Café temporarily closed until further notice. Please note food and beverages will be supplied at the Safari Restaurant and the Zoolicious Sweet Shop.

    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.

    Indoor and Close Contact Animal Areas will remain closed including the Children’s Farm Barn, Reptile House, Alligator House, Lemur Lookout (Lemur Walkthrough) and Chimpanzee World (Auditorium only). Please note both the Lemurs and Chimpanzees 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.

    In line with the latest Government guidelines and advice, organised outdoor activities for up to 30 people are permitted.

    So that we can safely monitor/limit the number of visitors at the Zoo each day, we kindly ask that group leaders pre-book with a member of our team in advance of your visit.

    Once you have spoken to a member of our team, group leaders will need to finalise their booking by returning a completed group booking form. Please click here to download a group booking form.

    There will be a limitation on group numbers visiting each day, with a maximum of 30 individuals permitted in each group.

    As per the Government guidance, groups must be organised, so we kindly ask that groups arrive in this way and do not meet up at the Zoo entrance gate.

    Under the Government’s Test, Trace and Protect scheme, anyone over 16 years of age will be asked to provide their name and contact details for contact tracing purposes. Group Leaders will be asked to collect this information in advance of their visit.

    To discuss a group visit with a member of our team please telephone 01492 532938 or email info@welshmountainzoo.org

    We’re also working with groups to provide access to learning resources online. If you would like a member of our team to virtually visit your group, please email education@welshmountainzoo.org

    In line with the latest Government guidelines and advice, organised outdoor activities for up to 30 people are permitted.

    So that we can safely monitor/limit the number of visitors at the Zoo each day, we kindly ask that group leaders pre-book with a member of our team in advance of your visit.

    Once you have spoken to a member of our team, group leaders will need to finalise their booking by returning a completed group booking form. Please click here to download a group booking form.

    There will be a limitation on group numbers visiting each day, with a maximum of 30 individuals permitted in each group.

    As per the Government guidance, groups must be organised, so we kindly ask that groups arrive in this way and do not meet up at the Zoo entrance gate.

    Under the Government’s Test, Trace and Protect scheme, anyone over 16 years of age will be asked to provide their name and contact details for contact tracing purposes. Group Leaders will be asked to collect this information in advance of their visit.

    To discuss a group visit with a member of our team please telephone 01492 532938 or email info@welshmountainzoo.org

    We’re also working with schools/colleges/universities to provide access to learning resources online. 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 (up until 9.30am on the day of your visit). 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 number 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.

    Our team will be in touch with our members to discuss extension of membership if required. Please remember to pre-book tickets online in advance of your visit (up until 9.30am on the day of your visit). 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

    In line with the latest Government guidelines and advice, organised outdoor activities for up to 30 people are permitted.

    So that we can safely monitor/limit the number of visitors at the Zoo each day, we kindly ask that group leaders pre-book with a member of our team in advance of your visit.

    Once you have spoken to a member of our team, group leaders will need to finalise their booking by returning a completed group booking form. Please click here to download a group booking form.

    There will be a limitation on group numbers visiting each day, with a maximum of 30 individuals permitted in each group.

    As per the Government guidance, groups must be organised, so we kindly ask that groups arrive in this way and do not meet up at the Zoo entrance gate.

    Under the Government’s Test, Trace and Protect scheme, anyone over 16 years of age will be asked to provide their name and contact details for contact tracing purposes. Group Leaders will be asked to collect this information in advance of their visit.

    To discuss a group visit with a member of our team please telephone 01492 532938 or email info@welshmountainzoo.org

    We’re also working with groups to provide access to learning resources online. If you would like a member of our team to virtually visit your group, please email education@welshmountainzoo.org

    We ask that you do not visit the Zoo if you, or anyone you have been in contact with, has symptoms of Coronavirus. Please follow the Government guidance to keep yourself and others safe - https://www.gov.wales/coronavirus

    You can view our opening hours here.

    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 58-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 in excess of £100,000 per month during lockdown and lost income, 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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