Enjoy a penguin face to face experience

What you need to know 

Booking:

• All Marwell experiences must be pre-booked by calling 01962 777 988
• As only a limited number of experiences are available, we advise you book as early as possible to avoid disappointment. Times may vary depending on the season.
• Full payment is required upon purchasing a voucher or booking an experience
• Vouchers are non extendable and non refundable (please check the voucher for expiry dates). Vouchers must be booked and used within the expiry date.
• Once the booking has been made we are not able to change the date and the experience is non refundable (except under exceptional circumstances, as deemed so by Marwell staff. This may incur an admin fee).
• Once purchased, an experience cannot be exchanged for an alternative experience, and cannot be re-sold.

Clothing:

• To get the most from your experience and to ensure safety, please wear suitable clothing, including closed toe footwear, trousers (no shorts) and neutral colours, no brights please as this may upset the animals.
• It may be necessary, due to animal husbandry reasons, for participants to use a disinfectant footbath. Please ensure suitable, robust footwear is worn, e.g. walking boots, wellington boots or sturdy trainers.
• You may be asked to wear coveralls during the experience for bio security reasons. Failure to do so will result in you not participating in the experience and refunds or rebooking will not be offered. 

During the experience:

• Participants must abide by staff instructions at all times.  It is a condition of participation that guests observe all warning signs, do not venture over safety barriers and do not enter the zoos off limit areas, unless instructed and supervised by staff.
• Due to animal behavioural issues, experiences may vary.
• Please note that the penguin face to face experience is held during the public penguin talk.
• Marwell Zoo reserves the right to ask any participant to leave the zoo should they behave in an inappropriate or unsafe manner.

Medical conditions, pregnancy and disabilities:

• Please be advised that it is your responsibility to inform us if you have any medical condition that you or your doctor feel we should be aware of in order to ensure your safety.  Please inform us if you have any allergies. (e.g. dust or fur)
• Pregnant women and immunocompromised individuals are unable to participate in animal experiences.
• Whilst every effort will be made to accommodate those with a disability or learning difficulty, due to practicality and health and safety this cannot always be achieved; please contact Marwell Zoo for advice before purchasing (this enables us to do our best to meet the participants particular needs). Unfortunately the penguin experience is not available to wheelchair users.

Children 16 years and under:

• Face to Face encounters for 16 and under must be accompanied by an adult. Accompanying adults must pay an admission fee to enter the zoo and can receive 10% off the day ticket.
• During the penguin experience the under 16's supervising adult must be present at all times to view their experience, however they will not join the participant on the penguin beach.

General information:

• If you are running late or unable to make the experience due to unforeseen circumstances on the day, please call 01962 777 972. Any questions or queries in the lead up to your experience please call 01962 777988 or email fundraising@marwell.org.uk
• If for any unforeseen circumstances your member of staff is late, please be patient. They will be with you as soon as possible and will ensure you have the full 30 minute experience.
• The experience includes entry in to Marwell for the participants, any family and friends will receive 10% off their day tickets into the zoo; however they will not be able to take part in the experience.
• As Marwell is a registered charity, the monies raised from the Marwell Experiences are used by us to help care for the animals at the zoo as well as aiding our conservation work in the UK and abroad.
• Due to unforeseeable circumstances, Marwell cannot guarantee that all animals and exhibits specified will be available. Marwell Zoo reserves the right to alter or cancel the experience on any given day. Marwell Zoo will give as much notice as possible; however this cannot always be guaranteed. Marwell Zoo cannot cover travel, accommodation or any other associated costs if the scheduled date is cancelled.