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 4 September 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. 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 for 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.

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 don't have 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 callback.

It's great to see that many of our shops and eateries are now open with measures in place to adhere to Government guidelines and aid social distancing. See the full list of shops now open here.

If you have family or friends who are not members, but you’d like to meet here – under social distancing rules of course – they can purchase day tickets here.

If you are a fishing member, please check the latest angling information here.

Are you extending memberships?

All members whose cards expired during lockdown have now been extended to cover the time lost whilst we were closed - you will receive an email 'Extension of Trentham Gardens Membership' to confirm this and your new expiry date based on the month of your old expiry date. Please contact us if you haven't received this communication.

Thank you for your patience with this.

Can I just turn up and pay to get in?

We have opened the new Visitor Centre, located in the Shopping Village opposite the main Gardens Entrance, for those who are unable to pre-book visits online or don't have internet access.

We are still working under limited capacities so if the time slot is full, you will not be able to turn up and gain entry. However, if there is remaining capacity, we can book visitors in on the day or, we can book you on the next available slot.

Please note, that slots between 10am-2pm, particularly at weekends or on sunny days can get full quite quickly, so we'd suggest pre-booking.

Can I buy a day ticket or new membership?

Yes, you can! 

Day tickets are available to purchase online, via the Trentham Ticketing website, in person at the new Visitor Centre opposite the main Gardens Entrance and Il Gusto, or by requesting a callback - 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 in person at the new Visitor Centre or by requesting a callback. To request a callback, 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?

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 a pre-booked timed arrival system. Capacity will be limited each hour and our opening hours will be 9am-7pm (opening at 8am for members) and last admission at 5.30pm.

There will be a numbered queue system at the main gardens entrance. Find the lowest number waiting spot available, then progress to the front of the queue, where a member of staff will call you through to scan your pre-booked arrival ticket or quote your booking reference. The numbered waiting slots are 3m apart, to allow enough space for members of your household to wait with you. The south entrance to the Gardens is currently closed, please use the main Gardens Entrance.

There will be a spaced waiting system in place for the toilets, at shops and eateries. 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 entry desk, please head to the new Visitor Centre or send enquiries by email to enquiry@trentham.co.uk or by messaging us via our social channels on Facebook or Twitter.

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.

In line with Government guidelines, we have reopened the adventure playground with new rules and measures in place to aid social distancing and keep children safe whilst they play. The maze, barefoot walk, viewing platform and bird hides remain closed for now and we are unable to provide wheelchairs at this time. There will be hand sanitiser available around the shopping village, play area and by gates to access the parkland, within the garden attraction.

There is a new one-way system 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, continue straight on after you cross the bridge. 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.

Toilet facilities will be for one household group to use at a time and will be cleaned continuously during our open hours.

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, 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, there will be no charge. Don't forget to tick to accept our terms and conditions.

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 arrival, 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 with visitors exiting via the white bridge that brings you out by the Garden Centre.

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

The majority of our restaurants and cafes are now open - Cadwaladers and Manna Kitchen in the shopping village are both offering limited indoor and outdoor seating, as well as takeaway options. Inside the Gardens, the Tearooms have reopened with table service resuming, the Lakeside Cafe and Tearooms Kiosk are still operating a cashless takeaway only service.

We have spaced outdoor tables and chairs for your use, but please ensure you use hand sanitiser if using these, or handrails and armrests on benches. You are welcome to bring your own chair, food and drink to eat here but please help us by taking your litter home with you.

See the full list of places to eat and drink open here.

Are your loos open?

The toilet facilities at the Gardens Entrance, Tearoom and Lakeside Café and in the Shopping Village are 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 cleaned constantly during our opening hours. Please wash your hands regularly.

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

We can now renew memberships at the Visitor Centre or by phone. 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.

To request a callback to renew your membership, please email ticketing@trentham.co.uk with the subject line 'Call back - Membership Renewal' and your phone number.

I want to become a member - how do I purchase a new Annual Ticket?

We can now sell new memberships at the Visitor Centre or by phone. Once you have purchased your annual ticket, you will be able to register on our website to access the member area and pre-book your arrival time.

To request a callback to purchase a new membership, please email ticketing@trentham.co.uk with the subject line 'Call back - New Membership' and your phone number.

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

Please email enquiry@trentham.co.uk with your contact details including your membership number, expiry date, postcode, 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 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 come down to the new visitor centre and we will process a replacement card - a £5 admin fee will apply. Or 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. 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. Your 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.