LEGOLAND RESORT FAQ. Choose a category below to find answers to frequently asked questions:

Transcription

1 LEGOLAND RESORT FAQ Choose a category below to find answers to frequently asked questions: 1. About LEGOLAND Florida 2. About Rides/Attractions 3. About Dining/Dietary Concerns 4. About Shopping 5. About Tickets 6. About Promotional Coupons 7. About Annual Passes 8. About Florida Teacher Pass 1. About LEGOLAND Florida Q. Can I drop off guests at LEGOLAND Florida without paying for parking? A. Yes, as you enter the LEGOLAND Florida parking lot you will see signs for a drop off area to your right. Simply turn right into this horseshoe-shaped area, where you are welcome to drop off your guests. Q. What forms of payment are accepted at LEGOLAND Florida? A. LEGOLAND Florida does not accept personal checks. Travelers checks are accepted throughout the Park, up to $100, excluding carts. Valid photo ID with signature required. LEGOLAND Florida also accepts American Express, Discover Card, VISA and MasterCard for park admission, merchandise and restaurant purchases (specific locations only). Q. What can we do at LEGOLAND Florida to celebrate a birthday? A. Make sure to pick up your birthday button at the ticket window or Guest Services! Party packages are available for groups of 10 or more. Q. If I leave LEGOLAND Florida, can I re-enter the park on the same day? A. Yes, with a valid ticket. Please remember to get your hand stamped before exiting for same day readmittance. You can also upgrade your admission ticket to a two-day ticket or annual pass for just a few dollars more. Inquire at Guest Services. Q. What happens if it rains? A, Due to Central Florida s tropical climate, thunderstorms occur regularly. In the event of lightning within close proximity to the park, outdoor attractions will be closed for the safety of all guests. Because these storms generally occur in the late afternoon or early evening, we recommend you plan to use this time for souvenir shopping, having an early dinner, or enjoying any of our indoor attractions. Q. Is commercial photography allowed inside LEGOLAND Florida?

2 A. All LEGOLAND Florida attractions, rides and LEGO brick models are protected by copyright. Guests must have written permission to use photographs or videotape of LEGOLAND images for commercial broadcasting, advertising, marketing or publishing in any medium. By entering LEGOLAND Florida, each guest consents to the use of his or her likeness in photographs or video taken by the park for advertising and other promotional purposes without payment. Q. Are there First Aid facilities in LEGOLAND Florida? A. Yes, qualified first aid personnel are located in the First Aid building next to Fun Town Factory Tour. Automatic External Defibrillator s (AED) are available. For immediate assistance, please notify any Model Citizen (LEGOLAND employee). Q. What is Bonus Brick Time? A. Bonus Brick Time allows all Annual Pass members & LEGOLAND Hotel guests early entry into LEGOLAND Florida starting at 9:30 a.m. and includes entry to Island in the Sky, the Grand Carousel, Dragon Coaster, DUPLO Valley Train & Tractor, Lost Kingdom Adventure and Miniland! Q. What facilities are available in the park for mothers with infants? A. The Baby Care Center is located in DUPLO Village and is stocked with bottle warmers, high chairs, rockers for nursing moms, baby change facilities, a cell phone charging station and a microwave. In addition, all restrooms (male and female) park-wide have diaper change tables and family restrooms available. Q. Can a sign language interpreter be requested for live shows? A. Yes, but two weeks notice is required to secure these services. Please LLFExperience@legoland.com to request an interpreter. Q. Are service animals allowed inside the park? A. Service animals are welcome in most locations throughout the Park and can accompany a guest via the standard queue up to the loading point. However, due to safety restrictions, service animals are not allowed to accompany a guest on a ride. Service animals must be on a leash at all times. Any show of hostile behavior towards other guests or Model Citizens is unacceptable. Service animals may not be handled by or left with other guests or Model Citizens. Q. Where do I report a lost or found item? A. Please report any lost articles or return any found items to Guest Services or any Park Ranger. LEGOLAND Florida is not responsible for theft, damage or loss of personal property. Q. What do I do if I become separated from my family at LEGOLAND Florida? A. If you become separated from your child, please contact a Park Ranger or other Model Citizen. Children can wait for lost parents at Guest Services in The Beginning. Q. Are there ATMs inside LEGOLAND Florida?

3 A. Yes, ATMs are located throughout the park and can be found at Garden Shop & inside the LEGOLAND Hotel. Q. Are there cell phone charging stations inside LEGOLAND Florida? A. Yes, cell phone charging stations are located throughout the park and can be found in the Main Park at Guest Services, First Aid, Baby Care Center, Imagination Zone and inside the Water Park at Guest Services (seasonally). Q. If I am traveling with my pet, can I bring it inside LEGOLAND Florida or do you have pet kennels? A. Pets are not permitted within the park grounds except for trained service animals. Please call for alternative arrangements prior to visit. Pets are not permitted within the park grounds except for trained service animals. Q. What are the costs for Stroller/Wheelchair Rental? A. Strollers, wheelchairs and ECVs are available for rent at the Marketplace on a first-come, first-served basis. Stroller pricing is $10 for single seat stroller and $15 for double seat stroller. Wheelchairs are $12 and ECVs are $37 for the day. Q. Can I bring my own stroller, ECV or wheelchair to LEGOLAND Florida? A. Guests are welcome to bring their own stroller, ECV or wheelchair to LEGOLAND Florida, however no other wheeled personal transportation devices (ie-bicycles, skateboards or segways) are permitted. Q. Does LEGOLAND Florida recycle? A. LEGOLAND is committed to protecting the environment. We ask for your assistance by disposing of your aluminum cans, plastic bottles and Park maps in the recycling containers located throughout the park. Q. Is smoking allowed inside the park? A. Smoking is permitted in designated areas only. This includes electronic cigarettes. Check map for designated smoking areas. Q. Is outside food or alcohol allowed inside the park? A. Outside coolers, food and beverages may be brought into the park under certain guidelines (listed below). Alcohol may not be brought onto LEGOLAND Florida property. Acceptable items: Bottled water Small snacks that do not require heating Any food required for medical purposes and medically indicated nutritional supplements Any food required for special dietary needs Baby food/baby formula Soft-sided insulated bags no larger than 8.5" wide x 6" high x 6" deep

4 Prohibited items: Coolers/bags with wheels, not to exceed 8.5" wide x 6" high x 6" deep (Allowed only for school groups) Food that requires heating or refrigeration Alcohol and glass containers Hard-sided coolers Soft-sided coolers larger than 8.5" wide x 6" high x 6" deep *Please be advised that all bags and personal items are subject to inspection. Q. Are weapons allowed inside the park? A. All weapons and firearms of any type are prohibited on LEGOLAND property. 2. About Rides/Attractions Q. What are the size/height restrictions for the rides at LEGOLAND Florida? A. Ride height and size restriction information is available online and within the park at each attraction. Being able to fit within the restraints comfortably and safely is a requirement set by each of the ride manufacturers and a key factor for the safety of our guests. Therefore, if the safety belt or lap bar does not secure the rider in the seat properly, you would be asked to exit the ride prior to its start up. Q. Are there any additional restrictions or requirements for rides at LEGOLAND Florida? For the safety and comfort of our guests, shoes and proper clothing; excluding bathing suits, bikini tops or clothing with obscene graphics or verbiage is required to participate in all rides within LEGOLAND Florida. LEGOLAND reserves the right to deem clothing attire, or shoe styles as inappropriate or unsafe as necessary. For additional inquiries, please fill out the form on our Contact Us page. Q. Do any of the rides/attractions have additional limitations? A. Forestmen's Hideout and The Quest for CHI close at dusk. Q. Are there ride restrictions for guests who have a cast? A. Due to the nature of our attractions, as well as the restrictions put in place by our ride manufacturers, many attractions do not allow full arm or full leg casts. For safety, LEGOLAND Florida does not recommend that guests with casts ride any attraction. Detailed information is available online and at guest services. Q. What attractions and activities are available for children with no minimum height restriction? A. View our guide of rides and attractions that have no minimum height requirement, What to Do When You are Two, or pick up a copy at Guest Services on your visit! Q. Does LEGOLAND Florida offer Parent Swap for rides? A. LEGOLAND Florida offers our visiting parents, who have children that meet and don t meet the minimum height restriction, the opportunity to do a Child Swap at any ride that parents are allowed to

5 ride. All members of the party are required to wait in line together. When you reach the front, let the ride operator know of your intention, so that he can accommodate you. When the first ride is over, the parents may then switch places and the other parent can then ride with the older child. Q. Which rides are safe for a pregnant guest? A. Unfortunately, we are unable to give you a specific answer as to which rides a pregnant person would be able to ride due to varying medical issues with each pregnancy and the differences with each ride regarding the loading and unloading procedures, speed, abrupt stops, amount of twists, turns, etc. Most coaster type rides post warnings "Not recommended for pregnancy" and although, other rides do not post the same warning, it is always advisable to comply with your doctor's recommendations. Guest safety is very important to us and we hope that all guests are able to enjoy as much of the Park possible. We value your patronage and want to express our congratulations on the upcoming birth of your new baby. 3. About Dining and Dietary Concerns Q. Are there options for guests with food allergies or other dietary concerns? A. Please view our Dietary Guide, which can help you plan your dining experience at LEGOLAND while adhering to any specific dietary concerns or restrictions you may have. Please also call or LLF-Food@legoland.com or visit Guest Services for more specific information if needed. 4. About Shopping Q. If I make a purchase in the park, can I leave it somewhere until the end of the day? A. Yes, LEGOLAND Florida offers package pick-up for convenient shopping. Make your purchases at any one of our retail locations and then pick them up at the Package Pick-up area at the Front Gate as you leave the park. Please allow two hours between purchase and pickup. Q. Can I enter LEGOLAND Florida just to shop? A. You can get a Shopper's Pass at the ticketing windows to enter LEGOLAND Florida for one hour to shop. You will need to pay a deposit of the cost of single day admission, which will be refunded if you leave within the hour time limit. Q. Can I use my LEGO giftcard at LEGOLAND? A. No, unfortunately at this time we cannot accept LEGO giftcards due to system incompatibility. Q. Can I earn or redeem LEGO VIP points at LEGOLAND? A. No, unfortunately at this time we cannot redeem or reward LEGO VIP Points due to system incompatibility. For more information about LEGO VIP benefits, please visit the LEGO VIP website.

6 5. About Tickets Q. When will I receive the with my tickets/passes after I have paid online? A. You should receive the within minutes after you click submit. The will be sent to the address you registered with during the purchase process. Included in that will be printable vouchers - Please select that link to print your ticket vouchers. Check your junk inbox; the might have been directed there. If it is not in your junk inbox, please send an to LLFExperience@legoland.com providing your name, address, phone number, receipt and confirmation numbers and a brief statement describing your situation. Q. Can we use gift cards or pre-paid credit cards for the purchase of tickets and pass products online? A. No. Our online system requires an address and AVS verification; therefore, gift cards or pre-paid credit cards will not work with our system. Q. Can I receive a refund on my purchase of online ticket and pass products? A. No. ALL SALES ARE FINAL NO REFUNDS, EXCHANGES OR RAIN CHECKS. Once a confirmation number has been generated and a printable voucher has been sent via, the transaction is final and any tickets or passes are non-refundable, non-transferable, and not for resale. Q. I booked my tickets on the wrong date. Can I change the date of my visit? A. If a pre-booked ticket is purchased on the wrong date, there will be a $20 re-booking fee to change the date of your ticket. Q. How much does it cost to add a second day to my LEGOLAND Florida ticket? A. The upgrade to add a second day to your LEGOLAND Florida ticket is $15 per ticket. Q. Can I upgrade my ticket to include a second day at LEGOLAND Florida online? Currently, upgrades are not available online. Stop by Guest Services to upgrade your one-day ticket to a two-day ticket to visit a second time within 9 days of your first visit. Parking for the second day is not included. Q. Can I upgrade a complimentary ticket to include a second day and/or LEGOLAND Water Park admission? A. Yes, standard upgrade charges of $15 for a second day and $20 for LEGOLAND Water Park access per day, may be applied to a complimentary ticket. Q. How much is parking? A. Parking Prices Cars: $17 ($15 if pre-booked online) Campers/RVs: $18 Motorcycles: $10 Preferred Parking: $22 Re-entry available with valid parking stub during same day of visit.

7 * Buses and bicycles are free. ** Handicapped parking spaces are available near the park entrance, with valid placard. Q. What happens if I forget my parking voucher at home prior to arriving at the park? A. If you pre-purchase your parking voucher online, you are required to show it at the parking toll booth. If you forget it, you will be asked to pay at the toll then go guest services within the park to receive a refund for the earlier purchase. Q. Does LEGOLAND Florida offer a Military discount? A. LEGOLAND Florida offers Military Appreciation Days, where all active duty Military personnel are able to receive one free 1 Day Admission to LEGOLAND Florida and LEGOLAND Water Park during Simply present Military ID at LEGOLAND Florida ticketing windows to receive this offer. Additional dependents and family members, as well as retired military members receive a 10% discount on one-day admission tickets at the ticket booths and Guest Services with valid military ID. Tickets for dependents, family and retired military members can be pre-purchased at a greater discount at the ITT at your MWR office on base. 6. About Promotional Coupons Q. How do I redeem my promotional coupon online? A. To redeem, visit URL listed on the coupon. This URL is unique and cannot be reached through the Buy Tickets page on florida.legoland.com. The URL listed on the coupon is the only online location where your coupon may be used. Q. I found a promotional offer after I already purchased my tickets, can I get a refund? A. No, ticket purchases are non-refundable. However, pre-purchased tickets are valid until the expiration date printed on your ticket. If you would like to use your coupon now, feel free to save your pre-purchased tickets for a later visit. Q. Can I use my promotional coupon on previously discounted tickets? A. No, discounts cannot be combined when pre-purchasing discounted tickets. This applies to tickets purchased through AAA, Military, Travel Agencies (Voucher programs), and Corporate accounts as well. Q. Can I use my promotional coupon at other locations that sell LEGOLAND Florida tickets? A. Promotional coupons are valid at the LEGOLAND Florida ticketing windows or website printed on the coupon only. Q. I found a LEGOLAND promotional coupon, but LEGOLAND Florida is not listed, will I be able to use my coupon? A. Unfortunately we can only accept coupons that list LEGOLAND Florida as a redemption location. Q. How long is my coupon valid?

8 A. Check your promotional coupon for the expiration date. You have until that date to use the coupon to purchase tickets. If the coupon is redeemable online, your print at home tickets are valid for one year from the date of purchase. If your coupon is a ticketing window coupon, the tickets must be used on the date of purchase. Q. Can I use my promotional code on birthday party packages? A. No, birthday party packages cannot be purchased using a promotional coupon. Q. I found more than one promotional coupon; can I use them to buy multiple tickets? A. Only one promotional offer can be used per transaction. Q. I used my promotional coupon and bought my tickets online, where do I check in when I get to the park? A. If you bought print at home tickets, print them out from the attachment in your and go straight to the turnstiles. No need to wait in line when you buy online. Q. I accidentally bought more tickets than I needed with my promotional coupon, can I get a refund for the tickets I won t be using? A. Unfortunately not, tickets are non-refundable, but they do make great gifts. If you are still unsure on how to process your coupon, please bring the coupons to the LEGOLAND Florida ticket windows or call us at LEGO (5346) or Toll Free at LEGO (5346) 7. About Annual Passes Q. What is Bonus Brick Time? A. Bonus Brick Time allows all Annual Pass members & LEGOLAND Hotel guests early entry into LEGOLAND Florida starting at 9:30 a.m. and includes entry to Island in the Sky, the Grand Carousel, Dragon Coaster, DUPLO Valley Train & Tractor, Lost Kingdom Adventure and Miniland! Q. How can I exchange the printable vouchers for my actual annual passes? A. You will print out the printable vouchers the day that you purchase your tickets/passes online. You will exchange these vouchers for your actual passes the first time you visit LEGOLAND Florida, within 60 days of online purchase. There, your picture will be taken and put on your actual annual pass for future use. Q. I already purchased single-day online tickets and want to upgrade to either an annual pass or a plus pass. How can I do so? A. Unfortunately, we do not currently have the capabilities to change or upgrade your purchased ticket/pass products online. Upon your first visit to LEGOLAND Florida, speak with Guest Relations with regards to an upgrade. Q. Can I apply the cost of my ticket towards the price of a NEW Annual Pass?

9 A. Yes. You may apply the cost of your ticket toward the Annual Pass of your choice. Please note that you must upgrade to an Annual Pass within 30 days of your original visit and you must present your ticket at time of upgrade. Ticket upgrade credits are only applicable up to the cost of an Annual Pass. There are no refunds for any ticket amount higher than the cost of the Annual Pass. NOTE: Complimentary tickets are eligible for a $10 credit towards an Annual Pass. Q. If I purchase a NEW Annual Pass online, how long should I allow to receive it? A. We offer Print at Home Annual Passes, so you will be able to print it out immediately after purchase. Bring this temporary Annual Pass with you to the Park to receive your Annual Pass ID within 60 days of online purchase. Your Annual Pass will be valid one year from date of issue of your Pass ID. Q. If I order a NEW Annual Pass online, when is the Annual Pass activated? A. Your Annual Pass will be valid for 1 year from the date of issue of Pass ID. You have 60 days from online purchase to exchange your temporary pass for your Pass ID. Q. If I purchase an Annual Pass that includes parking, is my parking fee reimbursed on my first visit? A. Parking fees are not reimbursed for purchasing an Annual Pass. If you plan to purchase an Annual Pass and want to avoid paying parking fees, purchase an Annual Pass that includes parking online in advance and present your confirmation/voucher at the toll booths in the parking lot for free parking. Q. Once I purchase my Annual Pass, how long do I have to activate the pass? A. You must active your Annual Pass by coming to the park within 60 days of purchase. Q: When do the benefits for discounts become available? A: You can use your benefits immediately after you receive your physical Annual Pass card! Temporary passes are not valid for discounts. Q. When I purchase an Annual Pass, is it valid for 12 months from the time I purchase or when it is activated? A. Your Annual Pass is valid for 12 months from the date of activation in park! Q. What attractions are included with the Awesomer Pass? A. The Awesomer Pass includes LEGOLAND Florida Resort, LEGOLAND Florida Water Park, The Orlando Eye, SEA LIFE Orlando, Madame Tussauds Orlando & LEGOLAND Discovery Center Atlanta. Q. Do you offer monthly payments for Annual Pass purchases? A. We do not currently offer monthly payments, however this option is being considered for the future! Q. Which passes come with the Collectors Welcome Kit? A. The Awesomer and Awesomest Passes both come with the Collectors Welcome Kit! Each person who purchases either the Awesomer or Awesomest Passes will get a Welcome Kit. Q. Where do I pick up my Welcome Kit if I purchase or upgrade my pass to an Awesomer Pass?

10 A. You will pick up your Welcome Kit at LEGOLAND Florida Resort the same day you upgrade or purchase your Awesomer Pass! You will have the option to get it at the time you upgrade or pick up your Welcome Kit as you leave the park. You can pick up your Welcome Kit at the Annual Pass Building or at Guest Services. Q. When do I get all of the commemorative bricks included with my Collectors Welcome Kit? A. The first brick will be given to you when you get your Welcome Kit. The other 3 bricks are available for pick up during certain special events and openings. You will receive an notification that it is time to pick up the next brick! The bricks included are Heartlake City, Brick or Treat and Christmas Bricktacular! Q. Why do I need to give my address to purchase an Annual Pass? A. Many of the special offers and preview opportunities we give our Pass members come via . If you don t provide your , you will miss out on all the awesome things we have to offer! We generally you once a month with an e-newsletter. Q. Does a child's Merlin Annual Pass still include free parking, even though they are not driving the vehicle? A. Yes. As long as your child is in the vehicle, the free parking benefit would apply. Q. Does everyone in the family have to have the same pass type, i.e. Merlin Annual Pass, Standard or Ambassador? A. No. You may mix and match your pass types any way you like, however some pass types may require purchase in a separate transaction online. Q. Can two people share an Annual Pass? A. No. LEGOLAND Annual Passes are non-transferable and are issued in the member s name with their photo. Attempts to use another guest's Annual Pass card will result in the permanent confiscation of the Annual Pass. Q. Can I transfer a pass? A. No, Annual Passes are not transferable and are only valid for the person named on the Annual Pass. Q. Can I get a refund an annual pass? A. No, Annual Passes are non-refundable. Q. I have not received my LEGOLAND newsletter and/or LEGO club magazine. What do I do? A. If you are not receiving your LEGOLAND newsletter, please call us at with your complete address so that we may verify our records. If you are not receiving your LEGO Club magazine, please visit club.lego.com to sign up with your current address. Q. How do I change my address?

11 A. Please call our Annual Pass Customer Service line at to update your information. Please do not send any credit card information by . Q. How do I replace a lost/stolen Annual Pass? A. We can provide you with a temporary day pass twice at no cost. However, if you need to replace your pass, there is a $10 replacement fee. If your pass has been stolen, we will replace your pass at no cost with a valid police report. Q. Can I upgrade my Annual Pass online? A. At this time we do not offer upgrades online, however, you can upgrade your pass at our ticketing windows, Guest Services or the Annual Pass Center. Q. Can I upgrade my current Annual Pass to an Awesomer Pass? A. Yes, you can upgrade your current Annual Pass at the Park for $50. You will be upgraded through your current expiration date. Q. Can I upgrade my pass to an Awesomer Pass at any of the attractions? A. If you have a current LEGOLAND Florida Annual Pass, you must upgrade at LEGOLAND Florida. For additional questions regarding Annual Pass, please LLF.PassInfo@legoland.com OR call Please note, these points of contact are for Annual Pass only. They will not be able to assist with any other guest issues or questions. 8. About Florida Teacher Pass Q. What is a Florida Teacher Pass? A. The Florida Teacher pass is a free Admission only pass to both LEGOLAND Florida and LEGOLAND Water Park to introduce teachers to LEGOLAND Florida, valid for one year from the date of first use. Q. Who is eligible to receive a Florida Teacher Pass? A. Only teachers currently certified by the FDOE and actively working in the state of Florida are eligible for this program. Q. How do I receive my Florida Teacher Pass? A. You can get your Annual Pass at the Ticketing windows upon your first visit to LEGOLAND Florida by providing your proof of eligibility. This includes your teacher certification and most recent paystub. Q. What do I need to bring to prove I am a qualifying Florida teacher? A. Bring your most recent paystub and current FDOE Professional or temporary teacher certificate to the ticketing windows to the entrance of LEGOLAND Florida along with current FL photo ID. Q. How long is my Free Teacher Standard Pass valid for? A. Your annual pass is valid one year from the first date of use. Q. I already purchased an annual pass. Will I be refunded?

12 A. Annual Pass purchases are non-refundable. However, LEGOLAND Florida will add one year of standard admission to your current pass or you may transfer previously purchased passes to immediate family (limit one transfer per person). This must be done at the LEGOLAND Florida ticket window and show your teacher certification and most recent pay check stub. Q. What benefits are included with my Florida Teacher Pass? A. Unlimited admission to LEGOLAND Florida,LEGOLAND Water Park, The Orlando Eye, Madame Tussauds & SEA LIFE Orlando - Access to special theme park events - Free subscription to LEGOLAND Florida e-newsletter. Parking and discounts are not included in this complimentary pass.