Frequently Asked Questions

Most Common Questions

The following measures are in place to keep our customers and staff safe:

Play sessions are limited and should be booked online. Each session is timed to allow us to monitor numbers and clean between sessions. Purchasing a ticket will be acceptance of our rules of play and the measures in place to keep all customers and staff safe.

Customers will not be admitted until the start of their booked session. Please have your booking information ready.

On arrival a member of the team will check your temperature and ask you to kindly use hand sanitiser (provided).

Face coverings must be worn by adults when moving around Lost World (you may remove when at your table).

Additional cleaning will be in place between sessions, along with daily anti-bacterial fogging on all surfaces.

The number of bookings will be restricted to ensure social distancing, please supervise youngsters to encourage them to follow our safety measures.

Lost World reserve the right to share your information with the government track and trace service should the need arise.

Lost World is opening 7 days a week!

Term time opening hours:

Monday to Friday – 9.30 to 17.30
Saturdays – 10.00 to 18.00
Sunday – 10.00 to 16.00

School holiday opening hours:

Monday to Friday – 10.00 to 18.00
Saturdays – 10.00 to 18.00
Sunday – 10.00 to 16.00

The centre has facilities designated for children age 1 year – 14 years.

The main soft play area is for children aged 3 and above

The climbing walls and volcano slide are suitable from 4 and above

Parents/guardians must supervise their children at all times. Please inform your older children of the basic rule of play to ensure a comfortable and safe visit for all. Please pay specific attention to ensuring older children do not play in the dedicated toddler areas. These are clearly labelled. The Lost World team are around to help make your visit enjoyable. Adults are not permitted to leave the centre whilst their children are playing. One adult (per family group), who is 18 years or over must be present in the centre at all times.

Yes! Although we totally understand children love to have fun in all sorts of ways we operate the following. Any child who behaves in an aggressive manner or continually breaks the rules of play will be brought to their parents by a member of the Lost World team who will explain the issue. We operate a 3-strike rule. If a child is brought back to their parents 3 times the family will be asked to leave. This is to ensure the safety of all children. Any abusive behaviour will not be tolerated and may result in a ban from Lost World. We are here to have fun in a safe environment. Please speak to a Duty Manager if you have any further questions.

Lost world will not tolerate any form of bullying.

We operate a café at Lost World, which caters for a wide range of dietary requirements. We offer healthy options as well as treats for the children. We have a menu for adults too. As a result we do not allow food or drink that is not purchased in the centre to be consumed. Please note any food that is not purchased at Lost World will be removed. If you have any questions on this please contact the duty manager.

We understand it is especially hard when weaning babies and we allow you to bring in food for under 1s at no charge but please be considerate with allergies for other customers. If you would like baby food to be warmed up please ask a member of the café team for assistance.

Play sessions are limited to 90 minutes in the soft play area during peak operational times. Volcano slide sessions are 15 minutes in duration.

Climbing wall activity sessions are 45 minutes in duration. Participants using the climbing wall will take turns using a queuing system and have the opportunity to play one game per turn in the queue.

Comfortable clothes, ideally long sleeved and long legged, should be worn to Lost World. Socks MUST be worn at all times on the play-frames by children and adults. Trousers are preferable for the climbing wall. Only closed toe and back shoes may be worn on the climbing wall. Please remove all jewellery and items from pockets too!

Hoodies and tops with toggles are not permitted.

We encourage trainers or soft shoes for children playing on the volcano slide.

Plentiful parking is available onsite in the Serpentine Green car park.

Photography is limited to your own child and at your own risk. On occasion, we will ask for permission to take photos for marketing purposes. You have the right to refuse.

Lost property is coordinated onsite.

Yes, please ring Lost World on 01733 972926 to book.

Yes, WiFi is available onsite.

Yes. To limit numbers and allow us to clean in between play sessions visitors are required to pre-book. All our sessions last 1.5hrs and you can book here.

We charge a £1 entrance fee as we encourage adults to go on our equipment to play and supervise their children. Adults are also encouraged to use the climbing wall if they dare.

On registration online or at the front desk we will be collecting: your name, address post code, email address, phone number and date of birth.

We love to receive feedback good or bad! Please email your feedback to enquiries@lost-world.co.uk.

Parties FAQ

 

You can book over the phone and the office is open 7 days a week.  You pay 50% deposit, which is non refundable, to secure your place and the balance is due 7 days before the party along with your final numbers for the party.

Your Party Host will be there to greet and sign in all your guests (names will need to be provided along with final booking details 7 days in advance of your party) and we will ask the parent of any uninvited siblings to pay for their entry.

Your party host is your main point of contact for the party, and will be happy to help with any requirements needed, but please note that children remain the responsibility of the party parents at all times, as do all personal belongings. Any children arriving late will be shown to the party area to join in.

We operate designated party time slots. Please contact our office to ask about availability (Telephone: 01733 972926).

Each party lasts for 90 minutes. You will get 1 hour on the play frame and 30 minutes in the party room. Please refer to our online party booking page for further information.

To maintain a clean environment for your party, we need to allow time to sanitize and reset the area for your party. We would appreciate it if you arrived no more than 10 minutes before the party time.

Unfortunately once numbers are confirmed we will not refund for any no shows on the day.

Children under 12 months are free.

Guest can arrive 5 minutes before the start time. We allow the birthday family to arrive first before receiving their guests.

We sell socks at reception just in case you’ve forgotten yours! Just ask your party host and they will be happy to help.

Yes, you can bring in your own decoration but please speak to a member of the team before your party, and again they will be happy to help, However, they must be filled with helium before arrival.

Yes however we do have our own but if you have a specific request please call our office.

Photos are allowed but please bear in mind that you should not photograph any children that are not in your party. And there will be other customers within the centre. Video filming is not permitted. The Party Host/Duty Manager will monitor this for the privacy and comfort of all our guests.

Birthday cake is not included in the packages.

Children’s food is included in our party packages and we have a full service café and kitchen, which you can order from. Outside food and drinks are not permitted unless you have a private hire booking, which you are welcome to bring your own food along to.