The Roald Dahl Museum and Story Centre

Re-opening FAQs

UPDATE Jan 2021: 

Due to the new lockdown, the Museum will not be open for the foreseeable future. If you have tickets booked we will be in touch with you to sort this.
 
We will open as soon as we can, and as soon as it's safe to do so. In the meantime, if you'd like to support us you can still shop online. Purchases on this website are managed by the Museum and all profits directly benefit the Museum and our collection. You can shop online here.
 
Thanks to you all for your support during this difficult time, we miss welcoming you all!
 
 

Donate to the Museum

If you are able to, you can make a donation to the Museum via PayPal here. Any donation you are able to make will help us continue our work of preserving Roald Dahl's archive for everyone, and to inspire future generations to unlock their own stories.

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You'll find the answers to your questions about visiting here. If there's something we've missed and you need to speak to someone please call 01494 892192 or email hello@roalddahlmuseum.org.

What will a visit be like? 

When we reopen, every visit will be NEW way to experience and enjoy the Roald Dahl Museum safely with your family. All visits will be led by an expert guide, for just you and the group you choose to visit with.  

What happens on a guided visit? 

Our expert guides will show you some of the highlights of the Museum, as well as some spaces and secrets not usually seen by the public. You’ll take part in some hands-free interactive activities, ask all the Roald Dahl questions you can think of to your guide and see some close-up treasures from our amazing archive. At the end you’ll all get an activity pack to take home so you can enjoy even more Museum activities. The best part is that it will only be your group and guide in each of the Museum’s gallery spaces at any time, with the guide at an appropriate distance, of course. 

During the visit, you’ll get the chance to see what you’d look like in Roald Dahl’s school uniform, measure yourself against Roald Dahl’s characters, fly like the Roly-Poly Bird up to our new archive room, pick your favourite from our top 5 books to see exclusive behind-the-scenes content, chant like an Oompa-Loompa and explore the early drafts of some of your favourite books, hearing how things MIGHT have been in some of Roald’s most famous tales. 

What age range are the guided visits suitable for? 

Our tours are suitable for everyone, especially children from age 5 and up. They are great for multi-generational families and adult only groups, but please only book groups within your bubble. Whether you want to embrace your inner child to create and play, or learn more about Roald Dahl’s life and writing process, let us welcome you back to the Museum.  

How many people can book on to a guided visit? 

Your group should be made up of people in your bubble, so how many people you share the space with depends on the size of your group. Please visit with people you are comfortable with sharing an indoor space with, i.e. people in your bubble. The Museum is currently in tier 2 of COVD-19 restrictions, so you must only visit with people in your bubble. You can see more about the government guidelines here.

If you have already booked a visit and you have people from multiple bubbles/households in your booking please email hello@roalddahlmuseum.org.

How long do guided visits last? 

Each guided visit will last around 1 hour and 15 minutes. Plenty of time to experience a whole host of activities, plus you’ll all get an activity pack to take home and keep the fun going (yes, even you adults!). 

When are guided visits running? 

Visits will be running every half an hour from 10am to 4pm. These will take place from Thursday to Sunday, with additional days available during school holidays.

How much do guided visits cost? 

The price of a guided visit is the same as standard entry would be: £7.40 adults, £4.90 children and concessions, under 5s free. This is AMAZING value for a private tour, and it’s even better when you realise… your ticket is valid for a whole year! If you are a UK taxpayer you can Gift Aid your ticket at no extra cost, and we can claim money back from the government.  

If you’re able to you can donate extra tickets when you book (like bringing your imaginary friends!). We really, really hope you do: opening the Museum with guided tours is the best and safest experience we can offer, but it hugely restricts our capacity; we estimate to around 15% of what was normal. We hope you can be as generous as possible to keep the Museum open until we can welcome visitors in greater numbers once again.  

Do I need to book? 

Yes, you will need to book in advance. You can do that easily by booking online. Please book at least 24 hours in advance of your planned visit. If you are having trouble booking online, or need to speak to someone about your booking please call 01494 892192. We have limited staff onsite so you may need to leave a message and we'll get back to you. Please do book online if you're able.

To help the Museum remain open for as long as possible, there is the option to donate extra tickets when you book. We are reliant on ticket sales for income, and running private guided visits seriously reduces our capacity, so any extra income we receive is greatly appreciated. A huge thank you if you can donate the price of extra tickets. If you are a UK taxpayer you can Gift Aid all tickets you pay for at no extra cost, and we can claim money back from the government. 

What if I can't make my booking?

If you need to cancel or re-arrange your visit, please aim to give us at least 48 hours' notice where possible, as we may be able to offer your slot to someone else. We are unable to offer refunds except in exceptional circumstances, however will always aim to re-arrange your visit if possible.

No-shows and late cancellations cost the Museum money, as we will have already arranged for a member of staff to be your tour guide. Therefore, if you have to cancel within the 48-hour notice period, we would be extremely grateful if you would consider donating your ticket cost to us and re-booking online if you wish to arrange another visit; this will help us to cover staff costs as we will most likely be unable to re-sell your slot at short notice.

Of course, if you have any COVID-19 symptoms or have been asked to self-isolate, please do not visit the Museum and please let us know as soon as possible by calling us on 01494 892192.

It says 'No tickets were found matching your filter criteria' when I try to book tickets. What does this mean?

This means tickets for that day are sold out. Please select another day to select a ticket.

Do you have a waiting list for cancellations?

Due to high demand, we are now running a waiting list for cancellations on sold-out dates. If you wish to be added to our cancellations list, please email hello@roalddahlmuseum.org with the subject 'Cancellations List'; be sure to include your phone number as well as your preferred dates/times, so that we can get in touch with you if a slot becomes available.

Will the Shop and Café be open? 

The Shop will be open for purchases and is packed with lots of great Roald Dahl books and gifts.  

You can pre-order a picnic boxes to pick up from the Cafe at the end of your tour, these cost £8 for adults, and £6 for children.  Adults’ picnic boxes include ham and cheese sandwiches, a soft drink and a freshly baked scone with jam and clotted cream (veggie tomato, mozzarella and pesto option available). Kids’ veggie picnic boxes contain either jam or cheese sandwiches, a soft drink, a packet of raisins and a delicious sweet treat. 

You can add these to your booking online, or over the phone. You can also buy takeaway hot drinks and cake from the cafe on the day. 

Social distancing rules apply in these areas, so please follow the signs and guidance from our staff. All purchases from the Café and Shop help support the Museum charity.   

Can I use the toilet during my visit? 

Yes, our toilets will be open and will be regularly cleaned. Please follow social distancing and hygiene rules in this area. 

I’ve got a ticket to the Museum from before lockdown, is it still valid? 

Yes, your tickets will still be valid for a year from date of purchase, and we will honour annual tickets bought before lockdown. We will add an additional 5 months to the validity of annual tickets if they were affected by the first lockdown in March.  

Will you be accepting vouchers? 

Due to the new format of our tours we can’t accept 2 for 1 vouchers or Golden Tickets that were won in competitions. These will still be valid when we revert back to general admission, although we don’t know when this will be.   

Are you accepting Golden Tickets? 

We are accepting Golden Tickets bought as gifts. We will add an additional 5 months to the validity of these Golden Tickets if they expired during lockdown. 

Golden Tickets that were won as prizes will not be valid for our new tours, but will be valid once we revert to our general admission format again. 

Why are you running guided visits instead of general admission? 

By providing guided visits we can offer a new, never-before-seen way of experiencing the Museum. It also means we can continue to operate and provide a safe way to do so for visitors and staff. Only your group and guide will be in each space so we can offer effective social distancing between your group and the guide, giving you peace of mind for your visit. 

Due to our new way of operating our capacity and ticket income will be greatly reduced, but we want to remain operational for as long as possible in a safe and manageable way. If you’re able to donate the price of extra tickets to your booking you’ll find the option to do so on the booking pages. Anything you can donate will help us to remain open and look after Roald Dahl’s archive for as long as possible. If you are a UK taxpayer you can Gift Aid all tickets you pay for at no extra cost, and we can claim money back from the government. Thank you for your generosity. 

Are you running any workshops? 

Our guided visits will offer your group lots of interactive activities to complete, and you’ll be given an activity pack at the end of your visit to enjoy at home. Unfortunately, we are unable to offer additional workshops on-site due to social distancing measures.  

Can the Museum afford to operate this way?  

We really want to open to as many people as we can welcome, having been locked down for months – we are a charity and our purpose is to help people unlock stories, exploring and enjoying their own creativity through the example of Roald Dahl’s creative craft, so it is important we open our doors. The COVID-secure way to do this at the Museum is through these new, exclusive guided visits for your bubble. We can afford to do so for a little while, but not forever if public health restrictions remain in force. 

Operating the Museum through guided visits hugely limits our capacity for visitors, and therefore what we can hope to earn. Before COVID, we typically welcomed 60,000 general visitors and more than 12,000 school and group visitors every year, generating 70% of our income (the other 30% came from generous donations). We are currently forecasting just 15% of normal visitor numbers and income from September, and nothing from schools until after Christmas. We could make less than this, we don’t know.   
 
That’s why we are asking people who do visit us to buy ‘extra’ tickets for your imaginary friends, buy a picnic from our café, gifts in our shop, and to make any donation you can – there will be opportunities to donate what you feel we deserve at the end and after your tour. We are applying for grants where we can, but many other organisations are doing the same, and it is difficult throughout the non-profit cultural sector.  

Can I make a donation to the Museum?

Yes, you can make a donation via PayPal here. Any donation you are able to make will help us continue our work of preserving Roald Dahl's archive for everyone, and to inspire future generations to unlock their own stories.

 

COVID-19 health and safety 

What do I do if a member of my group is feeling unwell before a visit? 

Please do not visit the Museum if anyone if your group has COVID-19 symptoms, and let us know as soon as possible by calling 01494 892192. If you begin to feel unwell during a visit, please let a member of staff know as soon as possible. 

How will you be keeping the Museum clean? 

The Museum will be regularly cleaned throughout the day by Museum staff. Our tours are packed with things to do which avoid touching any of the exhibits, but rest assured that surfaces are regularly cleaned and there are many hand sanitiser stations around the Museum should little hands do any exploring. Any activities that you are directed to that involve touching items will be replaced and refreshed in between tours. 

How will you maintain social distancing? 

By running private visits, we can give you a brilliant personal experience that will be exclusive to your group. There will be other groups onsite while you’re here, but when you’re in each Museum gallery space it will be just you and your tour guide.  Your group will always need to keep two metres away from your guide where possible. 

There will be social distancing measures in-line with government guidelines in other areas such as the toilets, Café and Shop. 

Do visitors need to wear a face mask? 

Yes, in-line with government guidelines visitors will need to wear a mask, unless you have a legitimate reason not to wear one. Children under 11 do not need to wear a mask, but can choose to if they wish. This is to help protect our tour guides and Museum staff. Your guide will be wearing a clear visor, and keeping their distance from your group. 

Are you supporting Track and Trace?   

For the health and safety of visitors and staff we will be collecting contact information when you book and sharing this with NHS Track and Trace if asked. We also have QR codes for the official app in the entrance of the Museum, available for visitors to scan on arrival.