Reopening FAQs

Read our FAQs to find out how we will are operating a phased reopening and the measures put in place to aid social distancing and increase hygiene.

Updated Friday 12 June 2020

These are difficult times we are living through and we realise how important and beneficial visiting the estate is, particularly for our members. With the lifting of government restrictions, we have worked hard to implement – within a very limited timeframe – a new pre-booking arrival system. WE ARE NOT OPEN AS USUAL. Please bear with us whilst we roll out new methods of working with limited staff and new technology.

Currently, there is a 3 working day response time whilst we catch up on existing enquiries.

Have you reopened?

Since 29 May, we have been gently reopening Trentham Gardens and welcoming back thousands of members who've been pre-booking their visits online.

We are in the process of extending expiry dates of members whose cards expired during lockdown. These members should receive an email called "Reactivation of Trentham Gardens Membership" which enables them to now pre-book visits here too.

If you are a member, wishing to book a visit, please follow these steps.

For members who do not have a registered email address or internet access, please contact us with your telephone number and we'll arrange a call-back to book your visits in. You need to allow at least 3 working days for a call back, currently.

Please read our phased reopening FAQs. It's great to see that Trentham Garden Centre and Cadwaladers have already reopened within Government guidelines and there will be a phased reopening of shops and cafes over the coming weeks and months. Within the gardens, the Tearoom Kiosk and Lakeside Café are open offering a takeaway only service with card payments only.

If you have a family member or friend who is not a member, but you’d like to meet here – under social distancing rules of course – they can purchase a £5 pre-booked ticket here.

If you are an existing fishing member, please check latest angling information here.

Can I just turn up and pay to get in?

We are working under strictly restricted capacities, if the time slot is full, you will not be able to turn up and gain entry. However, if there is remaining capacity after 3pm, we can book members in at the desk and any friends or family can use card payment to purchase a garden entry ticket at £5 per person age 3+, carers accompanying a disabled person and children aged under 3 years, go free. Or, we can book you on the next available slot. These can also be purchased in advance, here.

Can I buy a day ticket or new membership?

Yes, you can! 

For day tickets, you can purchase these online, via the Trentham Ticketing website, in person at the new Visitor Centre, diagonally opposite where you enter the gardens, or using our call back service, simply email ticketing@trentham.co.uk with the subject line - Call Back - Day Booking

Annual Tickets are currently unavailable online but you can still purchase these using the in person option and call back option above. When requesting a call back, please email ticketing@trentham.co.uk with the subject line - Call Back - Annual Ticket.

What are you doing to help us to keep 2m social distance?

We are limiting the capacity of our car parks and will close the car parks once we reach our reduced site capacity. As and when car park capacity is reached, car park closed signs will be deployed and incoming traffic will be directed back to the A34 roundabout.

There are regular announcements in the shopping village, and posters to promote social distancing across the site. Staff are wearing hi-vis vests displaying the social distance message.

We are restricting capacity to the gardens and introducing timed arrival - members must wait to receive an email to book an arrival time online, before visiting. These will be limited each hour and our opening hours will be 9am – 6pm, last admission 5pm. We are recommending a maximum 2 hour visit duration and only one lap of the lake is possible. If you don’t arrive until 5pm, please note that we close the gardens at 6pm.

There will be a numbered queue at the main garden entrance only. Pick the lowest number waiting spot available, then progress to the front of the entrance, where a member of staff will call you through to self-scan your pre-booked arrival ticket. The numbered waiting slots are 3m apart, to enable space for members of your household to wait with you. The south (lakeside café) entrance is closed for the initial reopening phase.

There will be a spaced waiting system in place for the toilets, at shops and for takeaway refreshments only. In venues where space is limited and there is only one door for entrance and exit, only one household group will be allowed to enter at any time.

What are you doing to reduce the risk of spreading the virus?

In addition to the social distancing measures, a deep clean of the site has been undertaken during the lockdown, with increased cleaners on site from reopening.

Staff and visitors are directed not to come to site if they have any symptoms of the virus. Please check our revised terms and conditions of entry.

Staff have been issued with PPE, hand sanitiser and perspex screens are in place at the entrance.

To ease movement through the entrance, and minimise exposure between staff and members, we are asking that you do not make enquiries at the desk, please send enquiries by email to enquiry@trentham.co.uk or by messaging us via our social channels on Facebook www.facebook.com/trenthamestate or Twitter @TrenthamEstateThere is a 48hour response time currently whilst we deal with a backlog of enquiries. Thank you for your patience.

Whilst our welcome team will have missed you, their focus must be to maintain social distance and aid contact-free admission as swiftly and smoothly as possible.

We have closed the play area, maze, barefoot walk, viewing platform, south entrance, bird hides, show gardens, disc golf course, the Tearoom and we are unable to provide wheelchairs at this time. The facilities we are opening, are for exercise only and do not require the use of touch points to use them. There will be hand sanitiser available by gates to access the parkland, within the garden attraction.

There is a new one-way route in operation. If you wish to take a lakeside walk, be aware that it is clockwise only, turn left after you cross the bridge. If you only want to go to the Italian Gardens, carry straight on but be aware that you can’t loop back to do the lakeside walk later. Where the paths are wider than 2m and it is safe to do so, you may pass other people. Here’s a map of the one way route. To eliminate congestion, garden visitors will not exit via the entrance, but will exit over the white bridge, that leads to the Garden Centre car park.

Toilets will be for one household group to use at a time. They will be staffed and cleaned continuously during our open hours. Just the toilet facilities at the main entrance, Tearoom and south of the lake will be open, initially.

We are asking visitors to ensure that dogs are kept on a short lead and under control at all times. You should not pet an animal that is not from your own household.

Can members just scan in as usual?

NO - sorry. To ensure social distancing we are limiting our capacity. To help us do this, only existing members will be able to pre-book a time slot online. Please pre-book your arrival slot here. It will feel just like booking an online ticket, and although you must follow the payment process, right through to getting a booking confirmation - don't forget to tick to accept our terms and conditions - there will be no charge. Follow the link from your confirmation email to a download your admission QR coded ticket(s). The QR code is what you will need to scan on entrance, either direct from your phone or print at home. Or jot down and read out your booking reference on entry. This will mean our staff will not have to issue tickets or touch your card and the gates will be automatic, the turnstile is out of use so entrance to the gardens is completely contact-free. Please also remember to bring your membership card with you.
Entry is through the main garden entrance only, during the initial phase of reopening.

Will food and drink be available and where can we eat/drink it?

Sorry, our restaurants and cafes are not able to seat you indoors. Opposite the main garden entrance, Cadwalader’s are offering take away drinks and snacks. Within the garden attraction, Totally Delicious are operating the Tearoom Kiosk and Lakeside Café selling hot and cold drinks, Snugburys scoop ice cream, snacks and cakes. Card payments only. We have spaced outdoor tables and chairs for your use, but please ensure you use hand sanitiser if using these, or handrails and arm rests on benches. You are welcome to bring your own chair, food and drink to eat here, please help us by taking your litter home with you.

Are your loos open?

The toilet facilities at the Garden Entrance, Tearoom and Lakeside Café will be open. Only one household group will be admitted at any one time. There is a socially distanced queuing system in place, each facility will be attended and cleaned constantly during our opening hours. Please wash your hands regularly.

My membership expired during your closure – can I book an arrival time?

We are very sorry that we are not able to provide access to the booking area if your card has expired. You will receive a confirmation email from us from 10th June onwards, to inform you that your existing membership has been extended to cover the closure period. Once you have received the reactivation email, you will then be able to register on our website to access the member area and pre-book your arrival time. Please be patient whilst we administer this there are tens of thousands of memberships for a handful of staff to update. We will, of course, add on all the time lost to you, including any period of phased reopening where you were unable to book.

My membership expired before you closed – can I book an arrival time?

If you have an existing membership card, showing your photo ID which expired between 1 January and 23 March 2020, we will be able to renew your membership by telephone, from July onwards. Once you have successfully renewed, you will be able to register on our website to access the member area and pre-book your arrival time. Please be patient whilst we administer this.

If your existing membership expired in 2019 or before, we will not be able to renew your membership but are aiming to sell new memberships in phase 2 of our reopening.

What should I do if I can’t pre-book an arrival time online?

Please email enquiry@trentham.co.uk with your contact details, membership number, expiry date, telephone number and the best time to reach you, and a member of the team will call to assist you. Please be patient, this is a new normal for us all and we have limited staff available. There is currently a 3 working day response time to emails whilst we process a backlog of enquiries.

Can I arrange to meet my friends?

Currently, the Government guidelines state that you can only arrange to meet together as a group of 6 people from different households whilst in an outdoor place, such as Trentham. Please do not stop to gather with others. Maintain a social distance of 2m - that’s 6ft – from other people not from your household, at all times.

I’ve lost my membership card, how can I book?

If you have lost your card and it has not expired, please email us enquiry@trentham.co.uk with your name and address, including postcode and a contact telephone number, and we will process a replacement card by post, a £5 admin fee will apply. Please do not arrive on site without your card, we cannot process a new card at the entrance, currently. Please be advised there is currently a 3 working day response time for enquiries. 

I have Tesco Clubcard Vouchers to buy an Annual Ticket, what will happen to these?

Tesco are extending the codes from a 6 month validity to 12 months, you should have received an email from them. If not be in touch with the “Contact Us” people on the Tesco Clubcard website.

You can now use your Tesco Days Out tokens to purchase an Annual Tickets. Tour Clubcard vouchers are worth 3x the value to spend at Trentham Gardens. That means £10 Tesco Clubcard vouchers can be exchanged for £30 Days Out tokens. Please visit Tesco's website to covert your vouchers to Days Out Tokens

I have another question…

Please email us enquiry@trentham.co.uk and we will respond as soon as possible, please be aware that our usual response times will be longer during the phased-in reopening of the attraction. The response time is currently 3 working days as we process a backlog of enquiries, thanks for your patience during these difficult times. 

We look forward to welcoming you to Trentham Gardens soon.