Information for visitors | Welsh Mountain Zoo

Stay Safe at the Welsh Mountain Zoo

Below is the important information you need to know about visiting Welsh Mountain Zoo. 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 monitor 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 - THIS INCLUDES CIRCUMSTANCES BEYOND OUR CONTROL SUCH AS ADVERSE WEATHER CONDITIONS.
    • 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 Welsh Government regulations, the following will apply:
    • The wearing of face coverings in indoor public spaces is a legal requirement (with the exception of children under 11 years and those with medical or other exemptions). This requirement applies in all of our indoor areas such as our indoor attractions, when using our toilets, queuing for food indoors and visiting the Zoovenirs gift shop. Please make sure face coverings are correctly fitted and cover both your nose and your mouth. 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.
    • The legal requirement applies to individuals and not the zoo charity. We have a responsibility to communicate the legal requirement to visitors, but not to enforce it. We have taken steps to make visitors aware of the legal requirement through communications on our website, social media, on signage around the Zoo and through regular audio announcements on site.
  • 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.
  • Some close contact viewing areas will be temporarily closed to visitors. Closed areas include Lemur Lookout (lemur walkthrough) and the Alligator House. On specialist veterinary advice, this area will remain closed to protect this at risk species.
  • Our toilet facilities are open. Please wear a face covering at all times when using our toilets (unless your exempt). We also ask visitors to follow good hygiene practices by ensuring that you wash your hands properly with soap and hot water before you leave.
  • Daily Presentations of Chimp Encounters and Penguin Parade remain temporarily suspended. Please note the Chimpanzees and Penguins can be viewed from the viewing windows into their enclosure. Daily displays of Sea Lion feeding and training, and, weather permitting, our Winged Wonders free flying bird displays will take place as per the timings on the map given upon entrance to the Zoo.
  • A selection of hot and cold foods will be available from the Safari restaurant, with limited seating available on a first come, first served basis. Take away food and beverages will also be available from the Safari restaurant, Penguin Kiosk and the Zoolicious sweet shop. You can order in advance by scanning the Graze Catering QR codes around site and you will then receive a notification when your food is ready for collection. Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other. Please note that Penguin Café shall remain temporarily closed.
  • There is limited access to the Zoovenirs Gift Shop and a one-way system is in place. Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other.
  • The Free Zoo Minibus Service will not run this season and we apologise for any inconvenience caused.
  • Whilst social distancing is no longer a legal requirement in Wales, the Welsh Mountain Zoo has plenty of outdoor spaces in order to maintain social distancing during your visit should you wish to.


Please note in order to keep yourselves and others safe during your visit, following our 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.

    • Pre-booking. This is so we can monitor 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 - THIS INCLUDES CIRCUMSTANCES BEYOND OUR CONTROL SUCH AS ADVERSE WEATHER CONDITIONS.
      • 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 Welsh Government regulations, the following will apply:
      • The wearing of face coverings in indoor public spaces is a legal requirement (with the exception of children under 11 years and those with medical or other exemptions). This requirement applies in all of our indoor areas such as our indoor attractions, when using our toilets, queuing for food indoors and visiting the Zoovenirs gift shop. Please make sure face coverings are correctly fitted and cover both your nose and your mouth. 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.
      • The legal requirement applies to individuals and not the zoo charity. We have a responsibility to communicate the legal requirement to visitors, but not to enforce it. We have taken steps to make visitors aware of the legal requirement through communications on our website, social media, on signage around the Zoo and through regular audio announcements on site.
    • 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.
    • Some close contact viewing areas will be temporarily closed to visitors. Closed areas include Lemur Lookout (lemur walkthrough) and the Alligator House. On specialist veterinary advice, this area will remain closed to protect this at risk species.
    • Our toilet facilities are open. Please wear a face covering at all times when using our toilets (unless your exempt). We also ask visitors to follow good hygiene practices by ensuring that you wash your hands properly with soap and hot water before you leave.
    • Daily Presentations of Chimp Encounters and Penguin Parade remain temporarily suspended. Please note the Chimpanzees and Penguins can be viewed from the viewing windows into their enclosure. Daily displays of Sea Lion feeding and training, and, weather permitting, our Winged Wonders free flying bird displays will take place as per the timings on the map given upon entrance to the Zoo.
    • A selection of hot and cold foods will be available from the Safari restaurant, with limited seating available on a first come, first served basis. Take away food and beverages will also be available from the Safari restaurant, Penguin Kiosk and the Zoolicious sweet shop. You can order in advance by scanning the Graze Catering QR codes around site and you will then receive a notification when your food is ready for collection. Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other. Please note that Penguin Café shall remain temporarily closed.
    • There is limited access to the Zoovenirs Gift Shop and a one-way system is in place. Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other.
    • The Free Zoo Minibus Service will not run this season and we apologise for any inconvenience caused.
    • Whilst social distancing is no longer a legal requirement in Wales, the Welsh Mountain Zoo has plenty of outdoor spaces in order to maintain social distancing during your visit should you wish to.


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

    So that we can monitor 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 - THIS INCLUDES CIRCUMSTANCES BEYOND OUR CONTROL SUCH AS ADVERSE WEATHER CONDITIONS.

    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 a legal requirement (with the exception of children under 11 years and those with medical or other exemptions). This requirement applies in all of our indoor areas such as our indoor attractions, when using our toilets, queuing for food indoors and visiting the Zoovenirs gift shop. Please make sure face coverings are correctly fitted and cover both your nose and your mouth. 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.

    The legal requirement applies to individuals and not the zoo charity. We have a responsibility to communicate the legal requirement to visitors, but not to enforce it. We have taken steps to make visitors aware of the legal requirement through communications on our website, social media, on signage around the Zoo and through regular audio announcements on site.

    All of our toilet facilities across the site will be open with the exception of those in the Safari Restaurant.

    Please wear a face covering at all times when using our toilets (unless your exempt).

    All of our facilities will be cleaned frequently throughout the day. 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 before you leave the toilets. 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 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.

    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 not run this season and we apologise for any inconvenience caused.

    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.

    Our gift shop is open with limited access and has a one-way system in place.

    In accordance with the latest Welsh Government regulations, the wearing of face coverings in indoor public spaces is a legal requirement (with the exception of children under 11 years and those with medical or other exemptions). This requirement applies in all of our indoor areas including the Zoovenirs gift shop. Please make sure face coverings are correctly fitted and cover both your nose and your mouth. 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.

    The legal requirement applies to individuals and not the zoo charity. We have a responsibility to communicate the legal requirement to visitors, but not to enforce it. We have taken steps to make visitors aware of the legal requirement through communications on our website, social media, on signage around the Zoo and through regular audio announcements on site.

    Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other.

    Whilst in the gift shop, we kindly ask that visitors refrain from touching items they are not intending to purchase.

    A selection of hot and cold foods will be available from the Safari restaurant, with limited seating available on a first come, first served basis.

    Take away food and beverages will also be available from the Safari restaurant, Penguin Kiosk and the Zoolicious sweet shop.

    You can order in advance by scanning the Graze Catering QR codes around site and you will then receive a notification when your food is ready for collection.

    Queues may be a little longer than normal and we kindly ask that visitors understand the need for this. When queuing, please be respectful of each other.

    In accordance with the latest Welsh Government regulations, the wearing of face coverings in indoor public spaces is a legal requirement (with the exception of children under 11 years and those with medical or other exemptions). This requirement applies in all of our indoor areas including queuing for food indoors. Please make sure face coverings are correctly fitted and cover both your nose and your mouth. 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.

    The legal requirement applies to individuals and not the zoo charity. We have a responsibility to communicate the legal requirement to visitors, but not to enforce it. We have taken steps to make visitors aware of the legal requirement through communications on our website, social media, on signage around the Zoo and through regular audio announcements on site.

    Please note that Penguin Café shall remain temporarily closed.

    You are very welcome to bring a picnic with you when visiting the Zoo.

    We kindly ask that you dispose of your waste responsibly in our recycling and waste bins provided around the site.

    Some close contact viewing areas will be temporarily closed to visitors. Closed areas include Lemur Lookout (lemur walkthrough) and the Alligator House.

    On specialist veterinary advice, this area will remain closed to protect this at risk species.

    So that we can monitor 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.

    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

    So that we can monitor 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.

    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

    Following specialist veterinary advice, we are currently not able to offer animal experiences with the Snow Leopards in order to protect these at risk species. Any pre-booked experiences will be rescheduled when this advice changes. We appreciate the disappointment this may cause and we apologise for any inconvenience, but hope you will understand our decision.

    If you have a pre-booked experience with the Penguins, Primates or Sea Lions, we will be resuming these experiences from 17th July 2021. We are also resuming pre-booked Meerkat experiences from 7th August 2021. Please email marketing@welshmountainzoo.org to reschedule your experience. Please provide your first, second, third and fourth choice of date and we will email you back with confirmation of your booking. Please give us plenty of notice for the date you’d like to attend as we do have a high number of outstanding pre-booked experiences to get through.

    All participants will be required to wear of face covering at all times whilst taking part in the encounter. This requirement applies to both adults and children.

    Unfortunately, Meerkat, Penguin, Primate and Sea Lion experiences have been removed from sale for any new bookings until we can clear the backlog of outstanding bookings. We’ll update our website when these are back on sale.


    The Keeper for the Day scheme remains temporarily suspended.


    Thank you for your understanding.





    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 monitor 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

    So that we can monitor 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.

    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 9.30am on the day you plan to visit. Tickets cannot be purchased at the gate.
    • TICKETS ARE VALID FOR THE DAY STATED ON THE BOOKING. THEY ARE NON-TRANSFERABLE AND NON-REFUNDABLE - THIS INCLUDES CIRCUMSTANCES BEYOND OUR CONTROL SUCH AS ADVERSE WEATHER CONDITIONS.
    • 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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