FREQUENTLY ASKED QUESTIONS
LAKESIDE

We hope this will help you find the answer to your questions about Aqua Park Lakeside.

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Lakeside FAQ's

  • How do I book?

  • What are the admission criteria?

    Swimming Ability
    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.

    Height Restriction
    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.

  • Opening dates and times?

    Just click on the book now button on the website to find out when the bookings are open and which dates/times are available.

  • Availability / Why can't I see any sessions on the day I want?

    Availability changes second by second in real-time. If no sessions are showing, then there is no availability on this date. You will be able to see if there are sessions that have already sold out, however there is no reserve list.

    Please just select the date you wish to attend, followed by the time, and the number of people in your group. Our customer services team cannot reserve or book tickets on your behalf.

    Book it quickly if you want it!

  • Waivers?

    How do I complete the waiver or change an attendee?

    Waivers must be completed by all attendees, or their parent/guardian if they are under 18, before arriving on site. Any waivers completed at Reception will be charged a £5 administration charge. The link to this in found in your order confirmation. 

  • How do I make a large booking and share payment?

    If you wish to make a large group or exclusive booking. Please email us directly.

  • What is your Photography Policy?

    As part of the experience on the Aqua Park, we often have a professional photographer working to capture content for our social media channels. 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/

  • Should I print my E-Ticket and Wavier?

    Please help us reduce our waste, there is no need to print anything – please arrive with your email confirmation available to view on your phone.

    Just make sure everyone has completed their waiver online. Please note there is a £5 administration charge for completing your waiver in Reception.

  • How do I add tickets to my booking?

    To add more tickets to your booking, simply book the required amount of tickets online under a new booking.

    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. 

    Please make sure that your group booking is in line with current COVID-19 advice at the time. 

  • Can I cancel or move my booking?

    All bookings are full, final, non-refundable and non-transferable.

    If you are unable to attend, please contact our customer service team on customerservices@aquaparkgroup.co.uk, and they will process your cancellation.

  • Do you offer group discount?

    SCHOOL GROUPS 40+

    Available throughout the main season and June term time at £15 per person.

    Groups of 40+

    £17 per person except on weekends where full price will be charged.

    All group bookings are subject to availability.

    For more information, please email customerservices@aquaparkgroup.co.uk with the site you require, the number of tickets and the time and date you are enquiring about.

    *COVID-19: Please note that due to the COVID-19 Pandemic, all group bookings will be subject to restrictions on group gatherings at the time of the booking.*

  • Raffle prizes and donations

    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.

    Overall Policy

    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 with 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 the 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.

    2021-2023 period – please note that we have selected a charity as a focus of all of our donations and this charity is Above Water, as a result, no further donations of any kind will be considered.

    For more information on what Above Water

    Responsibility for the coordination 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.

    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:

    Health

    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 of 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 customerservices@aquaparkgroup.co.uk 

    We are unable to respond to applications sent via post.

    Timescales

    We review applications once every two years. The next meeting will be in December 2023.

    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.

  • How to redeem a gift voucher

    Follow the book now button. 

    Once you have selected the time, date and number of tickets you would like, you will go through to the Order Checkout Screen on Step 4 of 5, where you will see the “Redeem Gift Card” button.

    Simply press this button and enter the code from the gift card into the box that appears, and click “Apply”.

  • How long prior to my session should I arrive?

    It is your responsibility to arrive on time. Please arrive in time to allow around 30 minutes before your session start time. The whole experience including changing time will take about 2 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 wristbands to avoid overcrowding at Reception. To do this, you only need your confirmation email - please help us reduce our waste as there is no need to print anything. By booking in advance and completing the waivers online you can simply turn-up, collect your wristbands from Reception and go get ready for action.

    Due to COVID-19, we ask that you arrive already wearing your swimwear to reduce the need for use of changing rooms prior to your Aqua Park session.

    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 offer refunds. We 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.

  • Can I get a refund?

    All sales are final, non-transferable and non-refundable which is clearly stated throughout the booking process.

  • Where can I store my possessions?

    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.

    Due to COVID-19, please use hand sanitiser first and clean the locker before and after use with the cleaning equipment provided nearby, whilst also respecting social distancing guidelines at all times.

  • Do I have to be part of a group or party?

    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.

    COVID-19: You will be expected to adhere to relevant Government guidelines associated with gatherings of groups.

  • Can I bring my waterproof camera on the Aqua Park?

    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 6m in places, and the camera will not be found.

  • Can I phone you?

    Our customer services are managed entirely via email. All bookings are made online. Please read everything carefully, the booking process is easy and intuitive.

  • Can I book onto the Aqua Park for more than one session the same day?

    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.

  • Must I remove all jewellery?

    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?

    Are there any fish in the lake?

    YES: there are many fish in the lake both large and small- but they don’t bite!

  • What happens if I am late or stuck in traffic?

    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.

  • Can I leave before my session is up?

    Yes: you can leave before your session is up, however you cannot return to the Aqua Park once you have left.

  • Are there any concessionary rates?

  • Rain, lightening and thunder?

    You can still take part in the rain- you are going to get wet anyway!!!

    It is great fun in the rain!

    The Aqua Park Group reserves 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.

  • Can I participate if I am pregnant?

    If there is any possibility you might be pregnant, you should not take part

  • Can I wear fancy dress?

    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.

  • Can I wear spectacles on the Aqua Park?

    NO: You cannot wear your spectacles on the Aqua Park for safety reasons. Prescription goggles are a good alternative.

  • Can I wear shoes on the park?

    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 on site. You are not permitted to walk around the site barefoot.

  • When can I use my Season Pass?

    As a season pass holder, you are eligible to book x1 ticket per day per pass for free every day we are open for the season it was purchased in, subject to availability.

    You can attend also attend peak times including weekends and bank holidays with your season 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.

    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.

  • Who can use my Season Pass?

    Your season pass is personal and only the person(s) in the photo ID on them can use it. You will be emailed your unique membership number once you purchase your membership online. This is used when you checkout online by selecting the “Use Membership” button when on the checkout page.

    As a member, you are eligible to book x2 tickets per week per season pass for free, subject to availability.

    Additional tickets and bookings beyond the terms of the season pass will be generated at the general admission price. As soon as you've visited, you will be able to re-book using your pass(es).

  • How do I book using Season Pass?

    Simply use your member info to checkout online and book.

    Additional tickets cannot be booked in conjunction with membership order.

    If you want to come with friends who are not seasoned, pass holders. Please make a separate booking for them at the general admission price.

  • How does the Season Pass work?

    The Aqua Park Group season pass gives you admission to the 4 of the UK’s Ultimate Aqua Park locations for the whole season! For less than the cost of 2 visits, you can enjoy a full season of thrills and spills!

    What is the season pass?

     

    • As a season pass holder, you can book an Aqua Park session on any day we are open, at any 4 locations for free! You are able to book a maximum of 2 free bookings per week, per season pass holder.

     

    Perks of the season pass:

     

    • Access to 4 UK locations, time and time again.
    • Access to exclusive obstacles and features such as The Mammoth & Tornado Tower.
    • Exclusive access to special offers and news.

     

    How it works?

     

    You can buy multiple passes from one account so managing a family pass is easy. Once you have purchased a season pass, you will be sent your membership details. You will be then able to redeem this at the checkout on a 1hr Aqua Park session at any of our locations. 

     

    On your first visit to the Aqua Park, our team will set up profile photos for the pass holders at reception. Each pass is personal and non-transferable, much like a gym membership.

  • Can I bring a picnic, BBQ or food with me?

    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 and dogs?

    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.

  • Do you sell gift vouchers?

    Yes, gift vouchers can be purchased for Aqua Park Tickets. Please note vouchers are not redeemable on wetsuit rental, retail products and season passes.

  • I want to book the Aqua Park for the exclusive use of my group, what do I need to do?

    Exclusive sessions have a fixed cost and can accommodate up to 120 people for a 1-hour session, including buoyancy aid hire. Wetsuit hire is NOT included in the ticket price, but can be arranged.

    If you wish to book an exclusive session, please email customerservices@aquaparkgroup.co.uk with details of the booking and the site you wish to book for.

    COVID-19: Please note that due to the COVID-19 Pandemic, all exclusive sessions will be subject to restrictions on group gatherings at the time of the booking.

  • Is there anything else to do at Lakeside?

    Yes: We are walking distance from Mini Port Boat hire, Putt Shack, Hollywood Bowl, Flip Out Lakeside, Lakeside Karting and more! Find out the latest news, events and things to do at Lakeside here

  • Are there any cafes or pubs close by?

    Yes, we have a fresh ground coffee machine and vending machine available at the site for light refreshments. We are a 4minute walk from the Boardwalk at Intu Lakeside, where there is a wide variety of food and drink outlets available.

  • What happens if my session is cancelled?

    Please be aware that we may cancel your session at extremely short notice.

    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 we have taken payment, the value of your booking will be credited to you in the form of an  Aqua Park gift card as soon as possible. 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. 

  • Is there a carpark near to Aqua Park Lakeside?

    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.

  • Are there any showers or changing facilities?

    Yes, our Water Sports Centre has male and female changing facilities, with showers and toilets. Hairdryers are available in the women's changing room.

    We recommend only using the Water Sports Centre after your session to shower, Please pack and prepare as you would for a day out at the beach. We advise arriving in suitable swimwear and bringing a changing robe/towel.

  • Where is Aqua Park Lakeside?

    The Aqua Park is situated at

    Alexandra Lake, Lakeside Shopping Centre, West Thurrock, Grays, RM20 2AB

    What3words: pots.income.kite

  • Is the lake clean?

    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.

  • Wetsuits?

    Do I have to wear a wetsuit?

    When the water temperature is cooler, wearing a wetsuit is highly recommended, and we may ask that they are required on wet and windy days.

    We advise you to wear leggings or gym clothes on the park to help keep you warm and protect you from the sun, as long as they are not loose fitting.

    Or, we strongly recommend you purchase your own wetsuit, which you can do online before your visit. Those purchased from our website can be collected from the site on the day of your visit. We do not post your order. Wetsuits are £19.99 for a youth size, or £29.99 for adult sizes. The full size description is shown on the online checkout.

    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 that you do not mind getting wet on the shore before and after your session.

    Cost?

    When you book, and pay for your ticket, wetsuit hire is NOT  included. You are welcome to bring your own wetsuit if you wish. There is no price reduction.

    You can purchase one online before your visit.

    Sizes?

    We strongly recommend that you purchase your own wetsuit, which you can do online before your visit. Those purchased from our website can be collected from the site on the day of your visit. We do not post your order. Wetsuits are £19.99 for a youth size, or £29.99 for adult sizes. The full-size description is shown on the online checkout.

    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.