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Frequently Asked Questions
We've complied a list of our most frequently asked questions...
Where are you located?Our main location is Mendip Activity Centre which is in the North Somerset just south of Bristol. Our postcode is BS25 5PQ.
We do use various different sites for our activities so double check where your activity is taking place. We will always let you know which site your activity is at before you book and include directions to the appropriate site in your confirmation email.
Can I organise a birthday party with you?Social gatherings of more than 6 people are not allowed by law. Instructor led activities are not social gatherings. As a COVID secure business, you may book an instructor led activity session for up to 8 participants which can be used as a Birthday Party however social distancing must be maintained throughout (even if participants are in the same school bubble). This is only valid whilst taking part in an instructor led activity session.
Self led Tobogganing is available however is not exempt from the government guidance as it is not instructor led. You may book for a maximum of 6 people tobogganing/spectating if from different households and all spectators must be included in the 6 person limit. School bubbles are not permitted to be exempt from the rule of 6.
We ask that you do not socialise with friends or family members outside of the allowed social gathering guidance, whilst on our premises, including in the cafe-bar area. We are not able to take bookings for the cafe however you are welcome to use our land for socially distanced picnic providing the whole group is no larger than 6. We can provide a takeaway packed lunch if booked in advance.
Are your activities COVID secure?We know these times of uncertainty can cause some anxiety about being out and about. Fortunately, the outdoors is the safest place to be. We have installed hand sanitising stations where ever necessary. All specialist equipment is thoroughly cleaned and rotated between uses. We utilise the outdoors as much as possible for reception and checking in and our toilets undergo regular cleaning.
Can I bring my dog?Friendly dogs are more than welcome. Please keep them on a lead and always clean up after your dog.
What is the minimum age for your activities?This ranges depending on activity and just to make things slightly more complicated, age restrictions have changed slightly whilst we are operating under COVID guidelines.
Tobogganing is available for ages 4+.
Skiing is available for ages 5+.
Snowboarding is for ages 8+, but must also have at least a size 2 adult shoe and be 1.2m tall.
Our outdoor activities are for ages 8+ usually but we can accommodate children aged 6+ in some cases.
Frisbee Golf does not have an age restriction! Under 6's play for free.
What are your opening times?We are open for pre booked activities and sessions only.
I have an annual pass - will you extend it?Yes! We have extended annual passes for as long as we weren't accepting them for. You can now use your Annual pass again but we are operating on reduced opening hours.
How does the "Rule of 6" apply?The latest government update bans social gatherings of more than 6 people from different households. Our instructor led activities are not social gatherings. As a COVID secure business, our instructor team will ensure social distance is adhered to at all times. This is only valid whilst taking part in an instructor led activity session, this includes snowsport lessons.
We ask that you do not socialise with friends or family members outside of the allowed social gathering guidance, whilst on our premises, including in the cafe-bar area.
Self led Frisbee Golf bookings should not be made for more than 6 people per slot.
Self led Toboggan sessions are available for groups of up to 6.
Recreational slope users should not arrive, or socialise, in groups larger than 6.
Social distancing is expected between customers not from the same household on all activities and whilst on site.
For further guidance, please refer to the Government website here
I missed my booking due to COVID-19.Any money you paid towards a booking that was cancelled due to COVID-19 has been held as credit on your file. We are now able to run most of our activities again so if you had something booked with us, get in touch to ask about using your credit. Credit can be used towards the original activity or something different.
Can I use a toboggan voucher?You have two options...
1: You can use the value of your voucher towards any of our activities including our new exclusive tobogganing sessions. Simply enter your voucher codes during checkout and your basket total will be discounted by the amount originally paid for your voucher(s).
2: We have automatically extended your voucher by 18 months so if you prefer, you can wait and use the voucher for its original purpose as soon as we can run tobogganing safely again for individual bookings.
Please note, vouchers can only be used once so if your basket total is less than the amount paid for a voucher, you will lose any remaining credit. If your voucher included 'chips and a drink' the amount paid for this upgrade will be used against your basket total in lieu of the chips and drink element.
My voucher expired whilst you were closed?All gift vouchers with an expiry date after 22 March 2020 have been automatically extended by 18 months so you will still be able to use your codes to make bookings online or use the amount you paid for your voucher towards any other activity.
Can I use my voucher or credit to book online?Yes, we are now accepting most vouchers and credit towards bookings. All gift vouchers have been extended by 18 months so you are able to use your codes to make a booking online. If you hold credit with us from a cancelled session, please send us an email at firstname.lastname@example.org with details of what you would like to book or we can send you a voucher so you can redeem it online anytime.
Can I use my voucher for a different activity?If we are not currently running the activity or session your voucher was intended for, or if you would prefer to try something different you can still use your voucher.
Simply add any activity to your basket and when you get to the review page, you can enter your voucher codes. The system will then deduct the value that was originally paid for the voucher, from your basket.
Please note, any vouchers purchased during a promtional offer, can only be redeemed for the purchase value. Vouchers can only be used once so if your basket total is less than the amount paid for a voucher, you will lose any remaining credit.
How do I redeem a voucher online?You can redeem your voucher for the specific activity it is valid for or use the value of the voucher towards any activity available online.
To redeem your voucher simply add an activity to your basket, click on check out and then create an account. On the next 'review' page you can add your voucher code and security code. It will discount your basket by the relevant amount.
You can apply multiple vouchers and some vouchers can be applied more than once if necessary.
What about snowsport courses?We are running both skiiing and snowboarding lessons again.
You are welcome to book up the next lesson from where you left off before lockdown! We are aware that skills may have faded over the time however everyone will be in a similar boat so our instructors will tailor the lesson to your ability. This might mean that you won't complete the exact lesson criteria we set out pre lockdown, however we will keep monitoring the situation and ensure you get a fair deal.
If your voucher expired over the summer whilst we were closed it has already been extended so your codes will still work when booking online.
Where do I go for Canoeing?Head for this location. You will know if you are in the right place as the gates have a Mendip sign and its just before a motorway bridge. Drive through the gates and along the track which runs parallel to the motorway. At the end of the track you'll reach a hard standing with a small container block here. Our instructor will meet you there. It's just a short walk to the river. Unfortunately, due to COVID restrictions our toilet and changing facilities are currently not available so please come prepared to change in your vehicles.
Where do I go for Rock Climbing and Abseiling?This session takes place in Sandford Quarry, our beautiful disused limestone quarry a few minutes drive from the main centre. This is the perfect venue for outdoor rock climbing, but like most outdoor locations the facilities are basic and there are no toilets. You are welcome to drive into the quarry but the access track is uneven so please drive slowly and take care as you drive into the quarry at your own risk. If you prefer to park on Quarry Road and walk up to the quarry please park courteously and do not block driveways. If you are staying with us in the campsite the walk down into the quarry is stunning and this map shows the route . Our instructor will be waiting for you on the lowest tier of the quarry in the area pinned on google maps here
What if the weather isn't very good?As an outdoor activity centre we go ahead whatever the weather! The only exception to this rule is lightning directly over the centre, which we monitor very closely. Make sure you bring a change of clothes if it's raining, wrap up warm if it's windy, and drink plenty of fluids if it's hot. Make an adventure of it!!!
How many people can I bring with me?Toboggan session: No more than six people on the slope. If your group is not part of the same household then you must follow social distancing guidelines. Due to the Gorvernment "Rule of 6", spectators must be included within the 6 people limit.
Rec ski: We are now open for Rec Skiing and Snowboarding. Please only bring those who are using the slope wherever possible, only slope users will be allowed into the kit room. We provide skis/snowboards and boots. We strongly recommend bringing your own helmets if you have them as ours can be damp due to our sanitising process.
Activity Sessions: If you book individual spaces, you may bring as many people as you have booked for. If you have booked a session exclusively, you may bring up to 8 participants.
Frisbee Golf: In line with the "Rule of 6" you may bring a maximum of 6 people for Frisbee Golf bookings.
Ski and Snowboard lessons: We ask that adults attend lessons without spectators and that the number of accompanying adults is kept to as few as possible if children are taking part in snowsport lessons. Only lesson participants will be allowed into the kit room.
Please respect the Rule of 6 and social distancing when on our site.
Can I park?We have a large car park onsite. Parking is free of charge.
Is your cafe open?Yes, we have temporarily relocated to our lodge, which is just a short walk up the steps alongside our main ski slope and we are operating on reduced hours. We have plenty of space in our lodge with comfy indoor seating and outdoor tables in our beer garden. Hot and cold drinks, ice-cream and the best local ales, beers and ciders plus cooked breakfasts, loaded fries, paninis, jacket potatoes and stone-baked pizzas.
Saturday 9am - 6pm, Kitchen 9am - 5pm
Sunday 9am - 6pm, Kitchen 9am - 5pm
The cafe will be open every day of School Holidays and during Twilight Tobogganing.
Are your toilets open?Yes, we have toilets available for customer use. There is hand sanitiser on the entry and exit points and they are cleaned regularly.
Do you have disabled access?We are very fortunate to be situated in such a stunning location set in the Mendip hills. Unfortunately, this does come with its limitations. We currently only have stair access to our slopes and cafe, and the paths leading to our onsite activities can be fairly muddy and uneven.
Pushchairs/wheelchairs/mobility scooters may struggle depending on what part of the centre they are trying to access. We are always happy to try and help where we can so please do give us a call to discuss your individual requirements.