Operations Update

OPERATIONAL UPDATE: MARCH 27, 2020

As the safety of our guests, their families and our employees remains our highest priority, we will be extending the closure of LEGOLAND® Florida Resort’s Theme Park and Water Park through April 14.

LEGOLAND® Hotel will continue to operate at a low-occupancy level, within government guidelines, and we continue to give special care to room assignments and dining options to ensure reasonable separation of families.  As a result of this update, our new Pirate Island Hotel will open on May 15 and new opening dates for the new water sports stunt show and PirateFest Weekends will be announced soon. We look forward to celebrating our new openings with our guests in the months ahead. For the most recent updates, visit: legoland.com/operations-update

Additionally, guests can email llf.experience@legoland.com for more information.


PEACE OF MIND POLICY FOR NEW LEGOLAND® FLORIDA BOOKINGS & ANNUAL PASS PURCHASES

LEGOLAND® Florida Resort is built for kids. Our vacations, including LEGOLAND theme park, water park and on-site hotels, are built for families. That means we are in the business of making it as easy as possible for you to build your memories with us. For that reason, we have launched our “Peace of Mind Policy” for booking vacation packages and for our existing Annual Passholders and ticket holders.

You can continue to book your LEGOLAND Florida vacation with the peace of mind that there is the option to change your hotel or vacation package reservation at a later date without incurring a fee. For our new Annual Passholders, we want you to join our passholder family with the opportunity to redeem and launch your year with us during an extended period of time. You can now visit our theme park up to 100 days after your purchase to activate your new annual pass. This gives you the peace of mind that you can plan for the Spring or Summer with more flexibility. 

For our existing Annual Passholders, we will be extending the validity of your pass or, in the case of our Annual Passholders using monthly pay, your pass payments will be on hold as of April 1 until we are able to welcome you and your families back to experience our parks. For Guests who have a dated ticket that is valid during our closure dates, we will be extending the validity window of your ticket through the end of the year so that you have the flexibility to visit us later in the year.

We want you to have the most vacation ever—starting with your LEGOLAND Florida vacation planning experience with us.  With the Peace of Mind planning, we hope to make it a little easier for your family to assemble the pieces of your next vacation so we can build those fun, exciting and special memories together.

The Peace of Mind Policy applies to new LEGOLAND® Florida Vacation Packages & new LEGOLAND Florida Annual Pass purchases through April 14, 2020:

The relaxation of our commercial policy regarding rebooking fees (fees associated with hotel/package reservation date changes after booking) is available to guests that book a LEGOLAND Vacation package between March 9, 2020 and Tuesday, April 14, 2020, for travel dates through December 31, 2020 (subject to availability).  Reservations can be rebooked by 4 p.m. EST a minimum of 5 days before the scheduled arrival date (listed on the reservation confirmation). Rebooking options will be based on availability. This policy applies only to reservations made directly through LEGOLAND® Vacations.  If your travel plans were arranged by a third-party, including travel agents, travel-booking websites, or other businesses independent of LEGOLAND® Parks and Resorts or LEGOLAND® Vacations, please contact those suppliers directly to understand their policies and any applicable fees for changing or cancelling a reservation.

The extension of the redemption window for all new LEGOLAND Florida Annual Pass purchases (current pass purchases must be activated/redeemed at the LEGOLAND Florida Front Gate within 60 days of purchase) to 100 days from date of purchase is available to guests who purchase a valid Annual Pass product between March 11 and Friday, April 3, 2020. Regular Annual Pass terms & conditions apply per pass type as outlined in the terms & conditions specific to each pass type.

The Peace of Mind Policy applies to existing LEGOLAND Florida Annual Passholders and LEGOLAND Florida tickets purchased for closure dates through April 14, 2020:

All active Annual Passholders, who are not currently enrolled in Monthly Pay, will receive an extension of one month for every month that the Park is closed based on the valid dates for their existing pass. All active Monthly Pay Passholders will have their monthly payments suspended starting April 1, 2020 until the Park reopens. Specific regarding the pass extensions and/or reinstatement of the monthly payments for specific pass types will be updated upon announcement of a reopening date for LEGOLAND Florida Resort.  Regular Annual Pass terms & conditions apply per pass type as outlined in the terms & conditions specific to each pass type.

Any unused tickets that were valid for specific dates during the announced closure period (excludes FLEX tickets) of March 16 – April 14, 2020 will be valid to use as regular admission on any valid day (based on the ticket type purchased) for the rest of 2020, upon reopening, with no additional fee. Updates on how to redeem or change the validity date of your ticket will be shared soon. Regular terms & conditions for tickets, as outlined during purchase, still apply.


FREQUENTLY ASKED QUESTIONS

GENERAL

Is LEGOLAND Florida Resort Closed?

As the safety of our guests, their families and our employees remains our highest priority, we will be extending the closure of LEGOLAND® Florida Resort’s Theme Park and Water Park through April 14.

When will LEGOLAND reopen?

We will continue to monitor this situation closely and announce a reopen date as soon as possible.

Are the hotels open? / What is LEGOLAND Hotel doing to ensure guest health and safety during coronavirus concerns?

The health and safety of our guests and employees remains the highest priority at LEGOLAND® Florida Resort. As we are continuing to monitor state and federal recommendations, LEGOLAND® Hotel will remain open. This property will operate at a low-occupancy level, within government guidelines, to accommodate those families. Special care will be given to room assignments across the Hotel’s five floors to ensure reasonable separation of families throughout the 150 rooms. The on-site restaurant is offering to-go dining options and the dining room will only allow seating for half of its regular occupancy.

Are the Hotel restaurants currently serving food?

Skyline Restaurant at LEGOLAND® Hotel is open to the public for to-go orders, and orders can be placed by calling (863) 325-5263. The restaurant staff will bring the completed order to your vehicle at the Hotel’s main drop-off location. Guests staying at the hotel can place an order for carry-out at the restaurant. 

TICKETS

How can I change the date of my tickets?

Any unused tickets that were valid for specific dates during the announced closure period (excludes FLEX tickets) will be valid to use any day for the rest of 2020 with no additional fee. Updates on how to change the validity date of your ticket will be shared soon on legoland.com/operations-update.

What if I need to get a refund on my tickets? / How do I get a refund?

If you have tickets dated between March 16 and April 14 you may email llf.experience@legoland.com with your name and order number. Please understand that our team is working through an unprecedented number of emails and reschedules and/or refunds will be issued as soon as possible.

RESORTS

How can I change the date of my vacation/hotel stay?

Vacations dates/hotel stays can be changed as a part of our Peace of Mind Policy by emailing LLFR-HotelResevations@legoland.com with your name, confirmation number and new dates that you wish to visit. Priority will be given to guests with the most immediate vacation dates. Rebooking options will be based on availability.

For more information on the Peace of Mind Policy, visit legoland.com/operations-update.

Will I get a refund for my vacation? / How do I get a refund? 

Guests who have purchased the Flexible Cancellation as a part of their reservation will be able to change or cancel their reservation by 4:00 p.m. EST up to five (5) days before their scheduled arrival date. The standard terms for this option apply and can be found at legoland.com/vacations-cancellation For questions or help rescheduling or cancelling their reservation, guests can email LLFR-HotelResevations@legoland.com with their name and confirmation number. Rebooking options will be based on availability.

How long will it take to get my refund?

Our teams are focused on the needs of customers with the most immediate vacation dates first. To allow us to focus on assisting these guests, we are asking those who do not have travel in the next 72 hours to wait and contact us closer to your vacation. Due to the incredibly high volume of traffic on our website, LEGOLAND.com, customers may experience delays in response time, and we recognize that this is frustrating. The most up-to-date information will be available on our website, legoland.com/operations-update.

What if I booked my vacation from another seller/website?

If guests’ travel plans were arranged by a third-party, including travel agents, travel-booking websites, or other businesses independent of LEGOLAND® Parks and Resorts or LEGOLAND® Vacations, they will need to contact those suppliers directly to understand their policies and any applicable fees for changing or cancelling a reservation.

When will the new Pirate Island Hotel open? / What should I do if I have a vacation already booked for Pirate Island Hotel based on the previous opening date?

Our new Pirate Island Hotel will open on May 15. Guests with previously booked Pirate Island Hotel reservations will have the option to either shift the existing reservation to LEGOLAND Hotel or shift the date of your visit to enjoy the new Pirate Island Hotel. To make an adjustment, emailing LLFR-HotelResevations@legoland.com with your name, confirmation number and new dates that you wish to visit. Priority will be given to guests with the most immediate vacation dates. Rebooking options will be based on availability.

ANNUAL PASSES

How does the closure of LEGOLAND Florida Resort impact Annual Passes?

All active Annual Passholders, who are not currently enrolled in Monthly Pay, will receive an extension of one month for every month that the Park is closed based on the valid dates for their existing pass. All active Monthly Pay Passholders will have their monthly payments suspended starting April 1, 2020 until the Park reopens. Additional details will be shared soon on legoland.com/operations-update.