Frequently Asked Questions

For guests wanting to make a booking:

If you’re already making plans for a Short Break this year, that's great to hear. You can book online via our websites at any time. We understand that many guests do like to speak to our Guest Experience Team before booking. If you need to get in touch with us please email us and a member of our Guest Experience Team will be in touch.

The Guest Experience Team Opening Hours:

Monday - Sunday: 9am- 5pm

Important Information:

Our Short Breaks Guest Experience Team cannot help with questions or bookings relating to day only tickets.

As part of our continuing effort to ensure you receive the highest service standards, we may monitor and record your call for training purposes.

Our response time 

If you have emailed us, we will aim to get back to you within 14 working days.

Frequently Asked Questions

How can I pay for my booking with Holiday Extras Breaks?

Full payment will be taken at the end of the booking process by either a credit or debit card. We accept Visa, MasterCard, Visa Debit (Delta), Visa Electron and Paypal. We are unable to accept personal cheques.

Please note: Holiday Extras Breaks uses the merchant ID 'HXPAYMENTS.COM'. Once you have made your booking and payment has been taken from your account, 'HXPAYMENTS.COM' will appear on your bank statement alongside the amount taken for your booking.

First Aid

The First Aid building is located in Heartlake City.

Lost Parents

If you lose your adult, or are an adult who has lost their child, please look for a member of LEGOLAND® staff who will direct you to Guest Services. Emergency contact wristbands are available from Guest Services.

Guests with Disabilities

LEGOLAND Windsor Resort is designed with the needs of guests with disabilities firmly in mind. The park is 95% accessible to wheelchair users; the pathways are level, however they can be steep in sections and you may require additional assistance. Alternatively, guests can take the Hill Train for a relaxing trip around the Park.

For full details, please request a copy of LEGOLAND's guide for guests with disabilities from Guest Services.

Health and Safety

A full health and safety audit is carried out at LEGOLAND every year, in addition to regular audits by external health and safety consultants.

It is the responsibility of parents / guardians to supervise any children under their care whilst at LEGOLAND. Adults are encouraged to accompany children on most rides and attractions. Children under the age of 14 should be accompanied by an adult (aged at least 18 years) at all times.

Safety restrictions are displayed at the entrance to individual rides and attractions. Please read the restrictions carefully before considering the ride or attraction for you or your child. For safety reasons, exceptions are not possible.

The following health and safety restrictions apply:

  • Obey all posted rules and verbal instructions
  • Obey all height and age restrictions for each ride and attraction
  • Make sure your seat belt and / or safety restraint is secure and snug
  • Observe any ride in operation and ride restriction notices prior to boarding the ride
  • Keep your arms, legs, hands, feet and head inside the ride vehicle at all times
  • Remain seated until the ride has come to a complete stop at the unloading point and you have been instructed to exit the ride vehicle by a member of staff
  • If a ride comes to a stop before the unloading point, remain seated and wait for the ride to restart or for any further instructions from the ride operator
  • Watch your step when entering and exiting the rides and attractions
  • Keep children off chains, railings and structures in the Park
  • Do not attempt to retrieve any lost articles from rides without help from the ride attendant
  • Keep children out of the water features, water landscapes, the lake and fenced water areas
  • Be sure to secure any loose articles such as cameras, glasses and hats, especially when on rides
  • Do not leave children unattended in pushchairs and make sure pushchair safety belts are used

Lost Property

Please report or hand in any lost items to Guest Services at The Beginning or in Heartlake City. LEGOLAND and Holiday Extras Breaks cannot accept responsibility for any items that are lost or stolen inside the Park or in the car parks.

About the Website

Details on the Holiday Extras Breaks website are kept as accurate as possible, however LEGOLAND Windsor Resort cannot be held responsible for any errors, alterations or inconveniences that may arise as a result.

Re-admittance Policy

If you wish to leave LEGOLAND and re-enter the Park on the same day at no charge, please make sure to have your hand stamped at the entrance turnstiles. Failure to receive a hand stamp will result in you not being re-admitted to the Park. Your ticket is not proof of re-entry.

Smoking Policy

LEGOLAND is committed to reducing smoking in public areas. There are three designated smoking areas in the Park located opposite Fire Academy, next to Squid Surfer and the Enchanted Forest. Smoking is not permitted in any other outdoor space, ride queue, restaurant, shop or attraction. Staff members will ask guests to put out their cigarettes. This policy also applies to electronic cigarettes.

Credit Cards

Stores, restaurants and ticket booths inside LEGOLAND accept the following cards: Visa, MasterCard, American Express, Visa Electron and Delta.

Dress Code

LEGOLAND Windsor requires appropriate clothing to be worn whilst in the Park. Shirts, shoes, trousers or skirts of an appropriate length must be work at all times. Park Management reserve the right to ask guests wearing inappropriate clothing to change clothes or leave the Park.

Baby Care

A baby care centre is located in Guest Services in Heartlake City where you'll find a private place to breast or bottle feed and change nappies. Baby food is available in the Hill Top Cafe and Heartlake Park Cafe.

Car Parking

You can pay £8 at LEGOLAND on the day for your car parking.

Locker Rentals

Lockers are available to rent on a first-come first-served basis. Lockers require a £1 coin which is non-refundable.

Parent Swap

The parent swap allows parents and guardians with more than one child can to take turns in riding with their children without having to queue for the ride twice. Please ask a member of the team at each ride for details. Please note: parent swap is not available on all rides and attractions.


No dogs or other pets will be admitted to LEGOLAND except assistance dogs.


Double and single pushchairs are available to rent from the BIG Shop at The Beginning. Pushchair hire costs £15 for a double pushchair and £10 for a single pushchair. Please be aware that pushchairs are available on a first come first served basis.


Speciality retail shops and stands are located throughout LEGOLAND. The BIG Shop at The Beginning is packed with a huge selection of LEGO® products. LEGOLAND offers a free Buy Now, Collect Later service, so you can collect your shopping at the end of the day.