Contact Us & FAQS

Site Reopening FAQs

Booking your visit

  • Why do I need to pre-book my time slot?

    We’re limiting the number of visitors to help everyone follow social distancing guidelines. Pre-booked time slots ensure that visits are spread out throughout the day, and that sites don’t exceed their safe capacity.

  • Can I book over the phone?

    No, we’re unable to take bookings over the telephone at the moment. If you have any issues booking online, please contact us. 

  • Can I book a ticket on the day I want to visit?

    You can book online on the day of your visit if there are still time slots available. To see time slots, click on ‘Book Your Visit’ on the property page of the site you wish to visit. Although the date will be highlighted as orange on the calendar, no time slots will appear until you click on the date you would like to visit.

  • I’ve changed my plans, can I swap my tickets/get a refund?

    If you are a Member you can now cancel any free tickets by visiting the customer service area on the SeeTicket website. You’ll simply need your original booking reference and postcode to login and can easily cancel any unwanted tickets from this page. To re-book for a new date and time, simply return to the English Heritage website and book a new ticket. If you require any help, please contact us via our online form or using our web-chat facility to speak with one of our team.

    Please note that we cannot offer a similar service for Tintagel Castle or Stonehenge as ticketing for these sites is not managed through the same ticketing system.

    Unfortunately no refunds or changes can be made for any paid ticket.

  • How do I get my ticket?

    You’ll receive your booking confirmation by email. Just bring this with you, either on your mobile device or as a print out. The email will contain a barcode that our team will scan when you arrive. 

  • Why can’t I select the time slot that I want?

    Time slots are offered on a first-come, first-served basis, so your chosen time slot may be fully booked. We only have a limited capacity for each time slot, and some time slots are likely to be more popular than others.

  • I am a Corporate member. How do I book a ticket?

     

    Corporate Members can book free tickets online by selecting the ‘Corporate - Member Admission’  ticket option. Please remember to bring valid proof of your corporate membership scheme when you visit. 

  • Can I book tickets for friends?

    If you are a Member, you can book a time slot for yourself and anyone else included within your membership, as well as children in your family group. But non-Members need to book and pay for their own tickets. Anyone – Member or non-Member – arriving without a pre-booked ticket won’t be able to enter the site.

    Note: By law, you can only visit in groups of up to 6 people, unless you are visiting as a household or support bubble which is larger than 6. A support bubble is a close support network between a household with only one adult in the home (known as a single-adult household) and one other household of any size.

    Visitors from the same household or support bubble are allowed to breach the 2m rule with each other. However, groups or parties of 6 people from different households or support bubbles meeting as a single group should remain socially distanced from each other wherever possible i.e. they should not be treated like a household or support bubble when using the toilets, on a guided tour, or when using tables, etc.

     

  • Why don’t Members get priority booking?

     

    We are so grateful for the support our Members have shown to us over the past few months. We really can’t overstate how important our Members are to our work as a charity, and we cannot thank you often enough.

    As our sites reopen with new advanced booking in place, we looked into offering our Members priority when booking their visits as a way of saying thank you. Sadly, charity tax law doesn’t permit this, so we can’t give priority to Members – although you will be the first to hear about site openings and details on how to book your tickets

Paying for your visit

  • What is a Concession?

    Students with NUS cards and those aged 65 and over are eligible for Concession tickets. You’ll be asked to show proof of eligibility - without it you’ll be charged the full price.

  • How do I get a group discount?

    Bookings for 11 or more people qualify for a group discount, as long as they’re paying together. See the Group Visits page for more information. Please note that all non-education groups must separate in to their household, support bubble or party of 6 on arrival and for the duration of their visit. Social distancing rules apply to anyone not in your household or support bubble.

  • Is there a student discount?

    Yes, students with NUS cards are eligible for Concession tickets. You’ll need to show your card when you arrive - without it you will be charged the full ticket price.

  • What procedures do you have in place if there are local restrictions?

    If we have to close a site because of local restrictions, you’ll receive an automatic refund on tickets you have purchased within 5 working days. There’s no need to call us.

    If, for any reason, new guidelines come in that mean we have to change the visitor experience at a site, we’ll update individual site pages on our website and share the latest information on our social channels. Unless the site has to fully close, we can’t offer any refunds.

    We’d always recommend that you check our website and local area guidelines before setting out, just in case of any last-minute changes.

On-Site Experience

  • Can I visit with more than 6 people?

    By law, you can only visit in groups of up to 6 people, unless you are visiting as a household or support bubble which is larger than 6. A support bubble is a close support network between a household with only one adult in the home (known as a single-adult household) and one other household of any size.

    Visitors from the same household or support bubble are allowed to breach the 2m rule with each other. However, groups or parties of 6 people from different households or support bubbles meeting as a single group should remain socially distanced from each other wherever possible i.e. they should not be treated like a household or support bubble when using the toilets, on a guided tour, or when using tables, etc.

    Parties larger than 6 are allowed for the following:

    • Education visits
    • Guided tours (maximum of 30 people – indoors or outdoors)

  • What does my ticket give me access to?

     

    Your ticket gives you access to the site. To help keep all our visitors, volunteers and staff safe we have had to make changes at some of our sites, so there may be different routes to follow, and some parts of a site might not be open. We’ve detailed all the main changes on the individual site pages of our website, so do please check before you visit.

  • Can I turn up on the day?

    Unfortunately not. You’ll need to book your ticket before you arrive at a site. However, you can book online on the day of your visit if there are still time slots available.

  • What if I miss my time slot?

    We’ll do our best to fit you in if we can, but if we’ve reached capacity for the time slot when you arrive, you will have to wait until the next available time slot.

  • I’ve forgotten my booking confirmation - can I still get in?

    No. You can show us your booking confirmation as a printout or on your mobile device, but without it, we won’t be able to let you in. For the sake of everyone’s safety, we need to be really careful that we only admit visitors with a valid booking confirmation.

  • I am disabled, can I bring a helper?

    Yes, you can bring a companion or helper for free. Please select a ‘Essential companion’ ticket when you book for your companion. Check the webpages of each individual property for more information about access.  

  • Why are your play areas still closed?

    We know that many people have missed our wonderful play areas, but we don’t want to reopen them until we are happy that we can do so in a safe and responsible way.

  • Do I have to wear a face covering?

    In line with government guidelines, face coverings must be worn in all our indoor public spaces including free sites, modern and historic indoor buildings, and our indoor shops, cafés and tearooms. They are also mandatory when using our on-site visitor transport. We won’t be able to give you a face covering, so please come prepared so you don’t miss out.

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