FREQUENTLY ASKED QUESTIONS
We hope this will help you find the answer to your questions about Aqua Park Lakeside.
Please enter a keyword to search, for example; “wetsuits” or “dogs”, to bring up all related answers.
If there appears to be nothing available on the day you want to book it is because all sessions are taken.
Please remember before booking that all ticket sales are final. All bookings must be made online in advance to avoid disappointment.
Once you have booked, you must ensure that you and/or your party has completed their details and the disclaimer online before arriving. If you do not complete the disclaimer online, and have to complete one at the Reception, there will be a £5 administration charge.
It is a requirement that you are able to swim 25m unaided. You are likely to go under water and should be confident in the water. You have to be able to pull yourself up out of the water, and it can be tiring.
There is a minimum height of 1.20m permitted on the Aqua Park.
Age and Parental Supervision
Children aged 6 and 7 years old can attend any session provided that an adult or guardian of 18+ is present on the Aqua Park with them, on a 1 adult to 3 children ratio.
Children aged 8 to 15 years old inclusive can attend any session but must have either a adult or guardian on shore, or on the Aqua Park with them for the duration of the session.
16 years old and over can attend any session without supervision.
Availability changes second by second in real time.
If no sessions are showing, it means everything is fully booked. The website will only display sessions that have availability for the number of tickets you have requested or more.
Our customer services team cannot reserve or book tickets on your behalf. If only a small number of sessions are showing with a green cross, it means there is availability for you and your party on any of those sessions.
Book it quickly if you want it!
How do I complete the disclaimer or change an attendee?
AQUA PARK RUTLAND
To complete your disclaimers, simply ask everyone attending to go to www.apr.sports-booker.com/booking and use the attendee code which is on your e-ticket. To see who has completed disclaimers, go to the same webpage and use the group leader code to login.
AQUA PARK CARDIFF
To complete your disclaimers, simply ask everyone attending to go to www.apc.sports-booker.com/booking and use the attendee code which is on your e-ticket. To see who has completed disclaimers, go to the same webpage and use the group leader code to login.
How To Change an Attendee
To do this, simply ask the person who is now attending to complete a disclaimer online using the same codes from your e-ticket. Once this is completed, log in online as the group leader using the codes from your e-ticket.
You can then select the name of the new attendee in the place of the name of the person who is no longer attending. In the screenshot below, Attendee Number Three is taking the place of Attendee Number Two.
AQUA PARK RUTLAND
1. Register online at www.apr.sports-booker.com using your email and a password you don’t mind sharing. You can change it later in “My Account.”
AQUA PARK CARDIFF
1. Register online at www.apc.sports-booker.com using your email and a password you don’t mind sharing. You can change it later in “My Account.”
2. Make a reservation for say 10 tickets by selecting “Reserve and Pay Later” when completing the booking process. These tickets will be reserved for 7 days only.
3. Pay for your personal tickets by going to the Menu icon at the top left of the homepage, Pay For My Bookings, and selecting the tickets using the tick box, and then scrolling down to check out and pay.
5. Tell them to log in with your email and the password you set earlier, and repeat step 3. They can then pay for their tickets by selecting the amount of tickets they wish to pay for, and using their own debit or credit card information upon payment.
6. Ask your friends to email you to let you know who has paid.
After the 7 days expire, any unpaid tickets will be automatically cancelled. If a person or group missed the chance to pay for their tickets, they can book online as normal for the same time and date session, and you will still all attend as a group.
Next you can ask everyone to fill in the disclaimers.
It is not an option to select no to photography, as it is impossible to control who has consented to photographs and who has not on a session by session basis. Please be aware that spectators also take photographs of the Aqua Park in action from the shore. They are not on our land and we have no control over their actions.
More specifically, on the day a customer attends, our photographer may ask if they would like a portrait photo taken, and they can refuse this. However our photographers move around the park taking action photos and if you or your child were to appear in either an action photo or background shot – and you notice this on our website or social media pages – and you would like it to be removed, we of course will do all in our power to remove it upon notice.
However, If you would not like photos of you or your child taken under any circumstances, then you are unable to complete the disclaimer and therefore unable to attend the Aqua Park. If this is the case, and you have already purchased a ticket please let me know and we will offer you a refund.
We have a full GDPR policy on our website which can be seen online at: https://www-apy75.hosts.cx/privacy-policy/
The photography is an additional service provided by the Aqua Park Group and is not included in your Aqua Park Ticket Admission. We reserve the right to offer this additional service for Aqua Park sessions at our discretion. In any case where a photographer is not present for your session, no discount or refunds will be given. Where a photographer is present, there is no guarantee that your group will be photographed. If your group photo is taken on the day, and the picture cannot be found online there is no refund or discount given.
YES – bring your E-Ticket either on your phone or printed out.
NO – don’t print your disclaimer, just make sure everyone has completed theirs and it will be held online. Please note there is a £5 administration charge for completing your disclaimer in Reception.
To add more tickets to your booking, simply book the required amount of tickets online!
You do not have to do this on the same account. As long as all tickets are booked for the same time and date session, you will all attend as a group.
To book more tickets go to:
AQUA PARK RUTLAND www.apr.sports-booker.com
AQUA PARK CARDIFF www.apc.sports-booker.com
All bookings are full, final, non-refundable and non-transferable.
If you are more than 7 days from your session date, then you can cancel your tickets and get a full credit back to your Aqua Park account or move your booking completely.
To do this, go to either:
AQUA PARK CARDIFF
Login, and go to Menu, View, Edit or Cancel My Bookings.
Then, find the booking you wish to move, and select Edit on the right hand side.
Next, select all tickets you wish to move, and select cancel.
Now, you can go back to Home, and create a new booking.
When you are on the payment screen of your new booking, simply select “Use Credit on Account.”
Exclusive school, group & corporate bookings are available for up to 150 persons for a 50 minute session.
Groups and corporate bookings £2,000.
School term time bookings £1,700.
SCHOOL GROUPS 40+
Available throughout the main season and June term time at £15 per person.
Groups of 40+
£17 per person except during peak periods where full price will be charged.
Peak periods are 11am – 3pm session start times on weekends in July & August.
All group bookings are subject to availability.
AQUA PARK RUTLAND
For more information please email firstname.lastname@example.org
AQUA PARK CARDIFF
For more information please email email@example.com
Each month our organisation receives dozens of approaches and donation applications. In view of the growing number of requests we receive, we have now created a short guide to our donations policy – the scope of which is to provide background on the cause(s) we support and how we will consider all future requests.
Aqua Parks Group seeks to contribute to the communities in which we live and work in a number of ways. In addition to providing employment opportunities and minimising our environmental impact we aim to provide individuals and families the opportunity to get fit and enjoy outdoors Watersports activities.
We would like to be able to donate to all of the worthy registered charities that contact us, but the high demand inevitably means we have to limit our donations. We have decided that In order to achieve best effect we will focus on a single charity of choice over a two year cycle and we will review our policy each year to monitor impact and effect.
Responsibility for co-ordination of sponsorship lies with the Directors of The Aqua Parks Group. The donations fund is therefore focussed on registered charitable organisations that:
Work across the community close to operational sites and/or
Have connections to the industry in which we operate.
Donations from the corporate fund are generally less than £1,000. For the period 2017 to 2019 we have chosen the Derbyshire, Leicestershire & Rutland Air Ambulance as the focus of our charitable donations for 2017 to 2019.
What we fund
We will only consider applications from charities and non-profit organisations that demonstrate how a donation will enhance the well-being or safety of people through improved /health/welfare or environment.
Your organisation must be a registered charity and working in:
education and wellbeing
environment based or working in or around our area of operation
What we will not fund
Individuals who are looking for sponsorship for fundraising activities of any type political organisations and campaigns any initiative that is outside of the criteria outlined above
How to apply
If your organisation and proposed funding initiative fit our criteria please submit your donation request by email to firstname.lastname@example.org.
We are unable to respond to applications sent via post.
2017 to 2019 period – please note that we have selected a charity as a focus of all of our donations and this charity is Derbyshire, Leicestershire & Rutland Air Ambulance, as a result no further donations of any kind will be considered.
We review applications once every two years. The next meeting will be in December 2019.
To submit a donation request on behalf of your chosen event or cause, please tell us a little about your cause and your intended use of any donation we make. If you have a letter confirming your status from the Charity Commission, stating that it is a registered charity, this should also be submitted to us.
All submissions should be sent to email@example.com
Charity of choice for 2017 to 2019
The directors have selected a charitable organisation to support exclusively for the period 2017 through to 2019.
The chosen charity is the Derbyshire, Leicestershire & Rutland Air Ambulance
“The Air Ambulance Service operates the national Children’s Air Ambulance and the local air ambulance services for Derbyshire, Leicestershire and Rutland.
Our vision is clear. We want children to grow into adults, we want adults to live longer and we want bereavement through trauma to become rare.
Each of our services works tirelessly to save lives and alleviate sickness, wherever and whenever possible.”
AQUA PARK RUTLAND
Go to www.apr.sports-booker.com, register and follow the “Book Now” links.
AQUA PARK CARDIFF
Go to www.apc.sports-booker.com, register and follow the “Book Now” links.
Once you have selected the time and date of the session you would like, you will go through to the Order Checkout Screen, where you will see the “Enter Voucher Code” box.
Simply enter the code from the top right hand corner of the gift voucher into this box, and click the “Redeem Voucher” button.
It is your responsibility to arrive on time. Please arrive in time to allow around 30-45 minutes before your session start time. The whole experience including changing time will take about 2 ½ hours.
This gives you time to check in, get changed and be ready for your briefing session. We ask that just your group leader collects your boarding passes to avoid overcrowding in reception. By booking in advance and completing the registration online you can simply turn-up, collect your boarding passes from Reception and go get ready for action. You need only bring your e-ticket with you, on paper or on a mobile phone is fine, so we can scan your QR code at reception.
You are responsible for your journey and should allow plenty of time for traffic, any local events or bank holidays.
If for any reason, you miss your briefing you will not be allowed on your session. We will not refund you, but will try our best to get you on another session if one is available later that day, however we cannot guarantee there is availability.
PLEASE NOTE: There are NO REFUNDS and tickets are not transferable to other dates, it is your responsibility to arrive in good time.
The Aqua Parks Group have a no refund policy, which is clearly stated throughout the booking process.
If you are more than 10 days from your session date, you can however cancel your tickets and get a full credit back to your Aqua Park account.
Then, you can use this credit to move and pay for new bookings.
When you go to check-out just click on the green button that says “Use Credit on my Account £xx”
If you cancel your booking inside the 10 day period, you will lose your booking and not receive a refund or credit.
We have Adult and Youth size wetsuits. Please see the below for the sizing chart. There is an overlap in sizes of Adult and Youth, as the Youth sizes are a different fit- they are for a tall, slender build who don’t have a broad chest.
Do I have to wear a wetsuit? A wetsuit must be worn for your safety and comfort, except in July and August when it is optional (for those long, hot, baking summer days) but we recommend you bring your own rash vest.
The use of wetsuits is optional in July or August when the weather is warmer, If we do not stock your size and you do not have your own wetsuit we suggest wearing suitable swimwear and a rash vest or T-shirt.
When you book, and pay for your ticket, the free hire of a wetsuit for that session is automatically included.You are welcome to you bring your own wetsuit if you wish. There is no price reduction.
When you book, and pay for your ticket, the free hire of a wetsuit for that session is automatically included. If using an Aqua Park wetsuit, you must wear swimwear underneath for hygiene reasons.
You are welcome to you bring your own wetsuit if you wish. There is no price reduction.
A buoyancy aid is always mandatory for your safety, and is also included.
Trainers or hard soled shoes are not acceptable. Only wetsuit boots or barefoot are permitted on the park. If you choose to go barefoot on the park, we recommend wearing shoes on the shore before and after your session that you do not mind getting wet.
You are responsible for your possessions.
There are small lockers that will hold a small bag and your keys. These lockers require a padlock that you can bring yourself or buy at reception.
Please do not ask our staff to look after your valuables as they are NOT permitted to do so.
NO: We take individuals, groups and private parties.
You will be asked to “buddy up” when on the Aqua Park as a group of two or three. If you attend as an individual, please make yourself known to a member of staff when you are asked to buddy up, so they can help you find a buddy.
YES: all cameras, such as GoPro’s, MUST be secured by a chest harness.
We cannot be held responsible for any lost devices – wearing a camera is at your own risk. If lost, the water is very deep in excess of 12m, and the camera will not be found.
NO: All of our staff are out on the park looking after our customers. Our customer services are managed by email.
All bookings are made online. Please read everything carefully and along with thousands of other customers, your booking will be carried out quickly, easily and successfully.
Yes you can, but you need to make ensure you make x2 seperate bookings, and make us aware on arrival you have more than 1 session booked.
Yes: All jewellery must be removed before you enter the park. This includes ALL removable earrings. If you have recently had any piercings we can provide tape to cover them.
Are there any fish in the lake?
YES: there are many fish in the lake both large and small- but they don’t bite!
We are not responsible for your journey or traffic, which during weekends and bank holidays can be very slow.
Unfortunately we cannot get you onto the park if you miss your briefing session. We will try our best to help you, but we cannot be held responsible for your arrival, please remember there are NO REFUNDS.
Yes: you can leave before your session is up, however you cannot return to the Aqua Park once you have left.
We do not offer concessions or group discounts for groups smaller than 40. To see more information on our group discounts, please go to the “Do you offer a group discount” page.
You can still take part in the rain- you are going to get wet anyway!!!
It is great fun in the rain! You are able to move your booking online if the booking date is more than 10 days in advance.
The Aqua Park Group reserve the right to cancel any given session with no prior notice due to severe weather.
Our cancellation policy is as follows:
If your session is cancelled for an unforeseen circumstance, for example, extreme weather conditions such as thunder and lightning, our customer service team will contact you with as much notice as possible. In the first instance, this will be via email or text.
We will happily reschedule the booking for another time and date that is convenient for you.
If there is any possibility you might be pregnant, you should not take part
No: Unfortunately, you cannot wear any loose clothing on the Aqua Park, therefore we do not allow any fancy dress of any sort on the park.
If you want your group to be easily spotted, you are welcome to wear brightly coloured swim hats.
NO: You cannot wear your spectacles on the Aqua Park. Prescription goggles are a good alternative.
You can wear wetsuit boots or shoes on the park, otherwise barefoot is fine. You cannot wear trainers or hard soled shoes on the park.
If you attend barefoot, please bring flip-flops or shoes to wear to wear on site. You are not permitted to walk around the site barefoot.
As a member, you are eligible to book x1 ticket per day per pass for free everyday we are open for the summer the season membership was purchased in, subject to availability.
You can attend also attend peak times including weekends and bank holidays with your membership pass.Following your session, you are eligible to double-up free of charge and attend consecutive sessions subject to availability on the day. If you wish to guarantee availability, you can book a second session online at the general admission price.
You are able to hold a maximum of x1 booking in advance with your season membership pass. Other bookings will automatically be at the general admission price. Once you have attended, you are able to book your next session on the Aqua Park. If we are unable to fulfil your booking due to severe weather for example, you will be able to reschedule at a time that suits you. No refund or credit will be issued.
Your season membership is personal and only you can use it. Your pass is attached to your account with us using your email address along with a photo ID that is checked upon arrival for your session – much like arriving at a gym with your membership card. Any misuse can result in a season pass being suspended without refund and you may be subject to charge of the general admission price at the ticket office. You are able to purchase multiple passes under one account (if you are purchasing them on behalf of your children for example.) You will then allocate photos and names to the passes to ensure they stay secure and personal to them.
Simply login to your account online and book. As a member you are eligible to book x1 ticket per day per pass for free, subject to availability.
Additional tickets and bookings will be generated at the general admission price.
As a season member, you benefit from LIMITLESS FREE admission to the Aqua Park throughout the season of purchase. You can hold up to one advance booking at a time, and can re-book as soon as you’ve visited, so in theory you could come for a splash out every day we are open this summer for free!
You can buy multiple passes from one account, so buying for them for the family is made easy. Please remember your passes are personal and can only be used by the named keeper of the pass – much like a gym membership.
So once you’ve purchased a membership you’ll be will be able to log on and book onto sessions for free.
NO: Picnics & BBQ’s are not permitted along the shore of the Lakeside Shopping Centre. There are refreshments available in the watersports centre and we welcome you to bring your own re-useable water bottles.
The Lakeside shopping centre has a wide choice of restaurants, cafes and bars to either grab a light bite or dine out after a session on the Aqua Park.
Spectators can watch from the shore and it is free to do so. However, please remember Animals are not allowed unless they’re assistance dogs.
Yes, you can buy multiple vouchers here at any given quantity on our booking site.
Exclusive sessions have a fixed cost and can accommodate up to 100 people for a 50 minute session, including wetsuit and buoyancy aid hire.
If you wish to book an exclusive session, please email firstname.lastname@example.org with the details of the booking or visit our groups page, and we will make the booking for you.
Yes: find out the latest news, events and things to do at Lakeside here
Yes, There is a wide variety of food and drink outlets at Lakeside Shopping centre, see what’s available here.
Please be aware that we may cancel your session at extremely short notice, If we, for any reason, do not accept or cannot fulfil your order because of severe weather for example, then no payment shall be taken under normal circumstances. In the first instance, we will notify you of this via email.
If we have taken payment, the value of your booking will credited to your Aqua Park account as soon as possible plus an extra 50% of the value will also be credited for you to rearrange the booking. Refunds will only be issued if you submit a request via the Customer Services email address within 30 days from notice of the cancellation. Refunds take up to 28 days to show on your bank account once processed. If refunded, you are not entitled to the 50% extra credit on your Aqua Park account.
Yes, we share car parking facilities with The Lakeside Shopping Centre.
Intu Lakeside has 13 car parks and 11,857 parking spaces including disabled and parent and child spaces. Passenger lifts and escalators give easy access from each car park directly to the shopping centre.
- Total car spaces: 11,857
- Disabled spaces: 427
- Parent & child spaces: 78
- Height restrictions: 1.98m
- Parking fee: Free
As you enter The Lakeside Shopping Centre, please drive just past the Aqua Park and Travelodge and park in the multi-storey car park on the right hand side. The Travelodge car park is reserved for Travelodge customers only.
Yes, we share the facilities in the Water Sports Centre. These are basic male and female changing facilities, with showers and toilets. There are no electric points for hairdryers etc.
We recommend only using the Water Sports Centre after your session to shower, then use the changing tents to get dry and changed.
Please pack and prepare like you would for a day out at the beach. We advise arriving in suitable swimwear and bringing a changing robe/towel.
The Aqua Park is situated at
Alexandra Lake, Lakeside Shopping Centre, West Thurrock, Grays, RM20 2AB
Yes! the water quality is tested regularly to ensure it meets EU open water bathing standards, the lake is treated and aerated to ensure it stays healthy and clean for our visitors.
Please do not attend if you are showing any symptoms of Coronavirus.
All Aqua Park customers must watch the mandatory briefing video online before you arrive in order to avoid crowding on site. Please click this link to watch the video.
At the time specified on your booking (and not before) only the group leader should go to the reception desk to collect the boarding passes. This will allow you to collect a buoyancy aid, and enter the Aqua Park.
All buoyancy aids are sanitised between each use.
Please arrive changed and ready to enter the water as our changing rooms are unavailable under the current regulations. We do not provide hire wetsuits. You are welcome to use your own, or we recommend wearing shorts and a T-shirt for sun protection.
We are also unable to hire tow floats for open water swimming. Please bring your own, or you are able to purchase one when you arrive.
There are lockers provided outside the building, which require a small padlock to lock. You can bring your own, or purchase one when you check in.
For the Aqua Park, the rated capacity of our park is in excess of 180, and we are operating at 1/3 capacity to ensure your safety.
All customers must adhere to the current social distancing guidelines at all times, including on the park or during your swim. It is your responsibility to observe social distancing when outside your household at all times, including whilst participating on the Aqua Park. Our lifeguards are there to ensure you navigate the park safely, we cannot determine who is in your household to enforce social distancing.
There is a disabled toilet on site for emergency use only. If used, you are required to wipe down any contact points and surfaces you have touched with the provided cleaning equipment.