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FAQs

Are you open?

Wild Place Project reopened on Friday 19 June 2020, with a new timed ticket system – pre-purchasing tickets is essential.

Like many organisations we have been taking a phased approach to reopening and Wild Place Project has reopened first, with Bristol Zoo Gardens following on Tuesday 14 July.

By its very nature, Wild Place Project has a lot of open space with approximately 50 acres of the park accessible to visitors, and therefore we made the decision to reopen Wild Place ahead of Bristol Zoo Gardens.

Members, Annual Pass holders, and those with tickets purchased prior to lock down will have received information (during the week commencing 15 June) on how to book a visit.

We are anticipating that we will be very busy with enquiries and bookings on our website, so please bear with us at this time.

What changes have you made to make sure a visit to Wild Place Project is safe?

Together we can ensure everyone has a safe and enjoyable visit to Wild Place Project.

To ensure the safety of our visitors and staff, additional measures will be in place during your visit – it is essential that you read and fully understand our site rules which are available on our website, on booking, and on site at Wild Place.

We are operating a timed ticket system to stagger the arrival time of visitors throughout the day so that we can manage capacity and maintain social distancing.

All tickets MUST be purchased online ahead of coming to the site. No tickets are available to buy at Wild Place Project. If you do not have a ticket you will be turned away.

We have also limited the number of tickets available each day and have put in place a one-way system to aid social distancing.

Additional signage has been installed and Volunteer ‘Navigators’ will be available to help visitors find their way around the site safely.

We are operating on a completely cashless basis. No transactions will take place on site at the entrance – you will be required to show your booking confirmation number and where relevant, Annual Pass or proof of Membership.

Extra hand wash facilities have been installed throughout the park and we ask that you wash your hands regularly during your visit in line with Government guidance.

Additional toilet blocks are in place with onsite cleaners and cleaning throughout the day, ensuring that the toilets are kept clean. We have enhanced our cleaning regime and cleaning checks.

We ask that for your safety, that of other visitors, and our staff and volunteers, that you respect the signage on site and maintain a two-metre distance from others. This is vital to ensure everyone’s health and wellbeing.

Together we can ensure everyone has a safe and enjoyable visit to Wild Place Project.

How does the rule of 6 impact my visit?

The Government has announced new laws in relation to groups of people meeting up.
The information below is taken directly from the Government guidelines:
From Monday 14 September, when meeting friends and family you do not live with you must not meet in a group of more than 6 indoors or outdoors. From 14 September – when the new rules apply – it will be against the law to meet people you do not live with in a group larger than 6 (unless you are meeting as a household or support bubble). The police will have the powers to enforce these legal limits, including to issue fines (fixed penalty notice) of £100, doubling for further breaches up to a maximum of £3,200.

Does the Rule of 6 apply in Zoos?
Yes this applies in Zoos – however as we are following COVID-19 secure guidelines we are able to host more people in total on site – just not in groups of more than 6.

Does the Rule of 6 apply to children?
Yes, it does. Please refer to Government guidelines for any exemptions.

I want to make a booking for more than 6 for Leap of Faith. Does the Rule of 6 apply?
Yes, it does.

What do the Government guidelines state?
The information below is taken directly from the Government guidelines:
Venues following COVID-19 secure guidelines will be able to continue to host more people in total – such as religious services in places of worship – but no one should visit in a group of greater than 6. When you visit one of these places, such as a pub, shop, leisure venue, restaurant or place of worship you should:

Follow the limits on the number of other people you should meet with as a group – no more than six people unless you all live together (or are in the same support bubble)
Avoid social interaction with anyone outside the group you are with, even if you see other people you know
Provide your contact details to the organiser so that you can be contacted if needed by the NHS Test and Trace programme

Are there any exemptions to the Rule of 6?
Yes, there are exemptions. Please see the Government guidelines for up-to-date details.

What happens if people have booked for a group larger than 6, before the changes were announced and before they came into place?
We have contacted everyone who has booked for a group of more than 6, to let them know of the changes and we have offered them a refund for any additional tickets (over the 6 limit). To help maintain social distancing, we have not been taking bookings from larger coach or similar groups. We have also not been taking bookings for Birthday Parties. Please contact the Visitor Experience Team by emailing info@wildplace.org.uk if you have not received our email or require any further information (not already covered in these FAQs or our Site Rules).

What are you doing in response to the changes to Test and Trace?

We have already been part of the Test and Trace scheme and through the existing online booking process we have been collecting information on the ‘lead booker’.

However, all visitors will be required to provide contact details from 18 September 2020. We will be asking visitors to provide contact details at admissions. Initially this will be a simple form, which visitors can either complete at admissions or download, complete in advance, and hand in at admissions.

However, we are looking into how we can make improvements to this, for example through the online booking system if possible.

What are you doing to communicate the changes to visitors?

We are contacting all those who have booked by email to ensure they are aware of the new laws.
We have also:

Updated our Site Rules
Updated our T&Cs
Sent an enewsletter to Annual Pass Holders, Members and Dual Members
Posted on our social media
Added the information to our ticketing pages Added the Test and Trace information on the booking confirmation with a link to download the form, so visitors can complete this in advance of their visit and bring it with them to admissions
Updated our signage, and posters, at admissions

Why have you implemented a one-way route?

We have implemented a one-way route at Wild Place to ensure that visitors are able to maintain the two-metre social distancing requirements.
The majority of paths and walkways at Wild Place are not wide enough to allow groups to pass comfortably whilst maintaining a two-metre space and therefore we have implemented a one-way route.
There are several options on the route where you can return to the entrance / exit early if needed.

Do I need to wear a face covering when visiting?

From Saturday 8 August, you MUST wear a face covering in all enclosed spaces at Wild Place in line with Government guidance, unless you are exempt by law.

This includes the entrance/exit to Bear Wood, animal houses and all other indoor spaces and toilet buildings, as well as when visiting Basecamp Pizzeria and Courtyard Cafe. Please remember to bring your face covering with you as there are places along the one way route that are enclosed, where there is no alternative route available.

Please see our map for more information.

Why do we need to maintain 2 metres social distancing? I thought the new Government guidance was 1 metre plus from July 4 2020?

The Government advice remains to keep two metres apart where possible. 1 metre plus only refers to when mitigations are in place such as screens. As it is not possible to have mitigations in place throughout the park, we are reminding visitors to remain 2 metres apart and maintain social distancing for everyone’s safety.

Are you accepting cash?

We are currently operating a cash-free site to help us eliminate as many contact points as possible and minimise the risk to our visitors and staff. All tickets must be booked online in advance and therefore no transactions will take place at admissions. We are taking contactless card payments only in our gift shop and food outlets.

How long can I stay at Wild Place Project?

Your booked time, is your arrival time at Wild Place – but you are free to stay as long as you wish.

Please note: last entry to Bear Wood is 4pm and the park closes at 5pm.

When are tickets being released?

During the initial phase of reopening, we will be releasing tickets on a rolling two-week basis. We will not be pre-advertising the exact time the ticket slots will be released for sale, so as to help prevent technical issues. We anticipate that demand may be high and we have taken steps to anticipate potentially higher volumes of traffic, but we must also try to reduce the pressure on our website to ensure people are able to successfully organise their visit.

Do Members, Annual Pass Holders and Corporate Members need to book?

Yes, all visits to Wild Place, must now be booked online, in advance. A strictly limited number of tickets are available each day to ensure that everyone has the space to enjoy the park safely.
It is therefore essential that all visitors, including Annual Pass Holders, Members and Corporate Members book online in advance of their visit. A dedicated booking page has been set up and you will be required to show your booking reference and Membership card/ Annual Pass on arrival to validate your ticket.

You will have already received information by email on how to book, which contains more information.

Whilst we appreciate that some visitors may find this inconvenient, this change is essential to ensure we are able to maintain social distancing measures for the benefit of everyone and we are asking Annual Pass Holders and Members for their understanding at this time.

What do I do if I can’t remember my membership number?

Please make sure you have the Membership / Annual Pass numbers for all your group before starting to buy your tickets.

If you don’t have the Membership / Annual Pass numbers of those you’re trying to book for, please email us on info@wildplace.org.uk. To help us process your email quicker please send us the full names of all Members / Annual Pass Holders, and first line of your address. This helps us to find the Membership numbers you need.

We are receiving a high number of email enquiries, and are responding to them as quickly as we can. Thank you for your patience and understanding.

Whilst I’m waiting for my Membership / Annual Pass numbers, can I buy timed tickets and then request a refund when I have my numbers? I don’t want to lose out.

Please do not ‘hold’ a time slot by buying tickets and then asking us for a refund after you have all the Membership numbers you need.
Please only book your timed entry slot once you have all your Membership numbers.
Our tickets are non-refundable.

I’m an Annual Pass Holder/ Member and I’ve booked to visit on multiple occasions. Do I have to turn up for them all?

Yes, we ask that you turn up for all your booked slots. If you book and do not visit then you are unfortunately stopping others from visiting and limiting the revenue we can generate to care for the animals and carry out our conservation work.
We may be open, but we still need the support of our Members and Annual Pass Holders. We are certainly not ‘out of the water’ financially and we are taking every day, very much, one step at a time.
The pandemic has forced us to reduce the number of tickets available each day, and we have to disappoint many people, who would like to visit but are unable to, as so few tickets are available.
We have been closed for three months, and with 85% of our income coming from our visitors, this has had a devastating effect on our resources – as a charity, this is money we depend on to fund our conservation projects at home in the UK and overseas.
There is no doubt that we will continue to feel the impact for months, if not years to come.

Can I talk to somebody about my Annual Pass/ Membership when I’m at Wild Place?

Due to the additional measures we have put in place to ensure the safety of our visitors, staff and volunteers, it is not possible to speak to a team member on site about your Annual Pass or Membership.

Please email us on info@wildplace.org.uk if you have any queries or wish to renew your Annual Pass or Membership.

Can I move my booking to another day or time?

Due to the number of enquiries we receive, and the need for our team to welcome and manage visitors on site, we are currently unable to move bookings to an alternative date or time.

Can I have a refund if the weather is wet, or too hot?

Our tickets are non-refundable and we won’t issue refunds if the weather is too wet or hot. We are confident that you can have a wonderful time, whatever the weather!

Will I be allowed on site if I have a booking, but it’s not for the right entry time or date?

You will not be permitted to enter if you arrive at a different date / time from your booking and allocated timed entry slot, and you will be asked to leave. Due to the restrictions on the number of visitors we are permitted at Wild Place, we are unable to allow people to enter with tickets for the wrong date or time.

Do I need to book tickets for everybody in my group?

Yes. All members of your group need to have a ticket before arriving on site. Due to the restrictions on the number of visitors we are permitted on site, it is important that we do not exceed the capacity for each timed entry slot.

What areas remain closed?

Some areas including the Giraffe House, Lemur Walkthrough, Leap of Faith, all playgrounds, and indoor eating areas, will not be opening initially. We will only reopen these areas when it is deemed safe to do so, and will ensure that all updates are on our website.

Some areas will remain closed because it is impossible to maintain social distancing at present in those locations, or because they include, by their nature, multiple high-frequency touch points.

Similarly, our ‘interactive’ displays will be out of use to minimise ‘touch points’ and we will not be holding our daily Animal Talks, so as to ensure crowds do not form.

Whilst we appreciate that these closures may disappoint some visitors, safety must remain the top priority for us all.

Will the shop be open?

At this time visitors will not be able to go inside the shop, however you will be able to purchase our top products, with service provided via a hatch.

To minimise the risk to our visitors and staff, we are eliminating contact points wherever practical. As such we are operating a cash-free site.

Will the cafés and kiosks be open?

Takeaway only hot and cold drinks, sandwiches, wrapped snacks and light bites will be available from our food outlets. When you arrive please check the information on the arrival board for open locations.

Courtyard Cafe (Takeaway)
Our cafe is serving hot and cold drinks, sandwiches, wrapped snacks and light bites for you to take away and enjoy in the open air!

Base Camp Pizzeria (open for takeaway during weekends only)
Grab a fresh pizza, delicious icecream and choose from a fantastic range of sides at our Pizzaria behind Cheetahs, next to Bear Wood! We are also serving both alcoholic and non-alcholic beverages for you to enjoy in the sun.

Benoue Kiosk(Takeaway)
Farm assured hot dogs re available to purchase as well as sandwiches, confectionary and hot drinks to enjoy whilst you marvel at our tower of giraffe

Bearries & nuts (Takeaway)
After venturing through Bear Wood you might be a little hungry! Tuck into a great choice of ice cream and soft drinks at Bearries & nuts.

In line with Government recommendations there are no indoor eating spaces open at this time, we have moved the benches and tables around site to support our visitors to socially distance.

What happens if I start to experience Coronavirus symptoms, or need to start self-isolating, after I have pre-purchased my ticket?

If you start to display symptoms of Coronavirus, or begin a period of self-isolation after you have booked your ticket, we will happily rearrange your visit for an alternative date and time. Email us at info@wildplace.org.uk with your booking confirmation number and name.

I have a ticket that I bought prior to lockdown – I was told that it was valid for 12 months – now what do I do?

Since you have purchased your ticket, we have implemented a new timed ticket system to ensure that everyone is able to access the site safely, creating a staggered arrival time and allow us to carefully manage any potential queues at admissions.

Tickets that have expired whilst we have been closed will be extended for the duration of the closure period. For example, we have been closed for 13 weeks and therefore you have an additional 13 weeks to redeem your ticket.

You will have already received an email from us with further instructions as to how you can book a timed ticket.

If you have not received an email, please contact us on info@wildplace.org.uk or by calling 0117 428 5602 to book your ticket.

Please be aware that the number of timed tickets available are strictly limited.

Please do not arrive at the park without a timed ticket slot as you will be turned away.

I have a complimentary ticket / discount voucher, do I need to book in advance?

Yes, however unfortunately you will not be able to book online at this time. To book your timed ticket please email info@wildplace.org.uk.

Please be aware that the number of timed tickets available is strictly limited, and we are unable to process short notice requests, so please contact us well ahead of your preferred date.

Availability is not guaranteed due to the capacity limits in place, so we recommend checking availability online, prior to contacting us to book.

Please do not arrive at the park without a timed ticket slot as you will be turned away.
You will be required to surrender your voucher or complimentary ticket on arrival – full details will be provided on your booking confirmation.

Why are you opening Wild Place Project first and not Bristol Zoo Gardens?

Like many organisations we are taking a phased approach to reopening.

By its very nature, Wild Place Project has a lot of open space with approximately 50 acres of the park accessible to visitors, and therefore we made the decision to reopen Wild Place ahead of Bristol Zoo Gardens.

To ensure that we are operating safely, we have been working behind the scenes for many weeks to put in place a one-way route, implement new timed ticketing systems and create new ways of working for our staff. This has been an enormous undertaking for the team and changes like this take time to implement.

We are now working on implementing similar systems at Bristol Zoo Gardens and will open as soon as possible. However, we are firm in our approach to only open Bristol Zoo when we are well-placed to do so and have systems in place to ensure the safety of our visitors, staff and volunteers.

How are you protecting the animals? Can Zoo animals catch COVID-19?

None of our animals are displaying any symptoms of Coronavirus. To date there has been no evidence to suggest that the majority of zoo animals are susceptible to COVID-19.

However, as a precaution, we have been taking additional biosecurity measures with certain animals including big cats and non-human primates as well as some other animals in our care. In some cases, we have moved barriers to increase the distance between animals and visitors.
We are liaising with other zoos to ensure we have the latest information available and will continue to monitor the situation. No animals at Bristol Zoo or Wild Place are showing any evidence of having contracted Coronavirus and our veterinary team will remain vigilant.

When will Camp Baboon reopen?

Given the ongoing uncertainty caused by Coronavirus, we have taken the decision to not open Camp Baboon again until 2021.

We have contacted those who were planning on staying with us this year, but if you had a booking and have not received our email or have any questions regarding your booking please contact campbaboon@wildplace.org.uk.

When will ‘Animal Experiences’ start again?

Our Animal Experiences, by their very nature, are ‘hands-on’ interactive sessions and we are firm in our approach to restart Experiences only when it is safe to do so for our visitors, colleagues and animals.

Please accept our sincere apologies for the disappointment that this will cause – we know how popular these activities are with our visitors, but we appreciate your patience during these unprecedented times.

A member of the team will be in contact to rearrange your Experience for a mutually convenient time when more is known.

What is the BZS Appeal?

We may be open, but we still need your help. We are certainly not ‘out of the water’ and we are taking every day, very much, one step at a time.

We have been closed for three months, and with 85% of our income coming from our visitors, this has had a devastating effect on our resources – as a charity, this is money we depend on to fund our conservation projects at home in the UK and overseas.

There is no doubt that we will continue to feel the impact for months, if not years to come.

We still need your support to ensure a healthy future for Bristol Zoological Society, so, please visit our Virgin Giving page and contribute to the Bristol Zoological Society’s BZS Appeal, if you can.

I have a further query, how do I get in contact?

Please email the team on info@wildplace.org.uk with your query and contact details, and we will come back to you as soon as we can.

I have sent an email but haven’t yet received a reply.

Thank you for contacting us, but please bear with us as we endeavour to work through these unusual times. We will be in contact as soon as we can, and in the meantime thank you for your patience and understanding.

Keep an eye out for us on

0117 980 7175 info@wildplace.org.uk

Registered office: Bristol Zoological Society Ltd, Clifton, Bristol BS8 3HA.

Company registered in England reg. no. 5154176, Charity reg. no. 1104986

The Wild Place Project is owned and operated by the Bristol Zoological Society. This is a charity and is a subsidiary of the Bristol Zoological Society, who also operate Bristol Zoo Gardens.