COVID Safe

COVID-19 Safety Guide

Last updated 23-November-2020

WELCOME!

After a long couple of months, we are thrilled to announce that we are OPEN and yes, we’re just as excited as you!

During our temporary closure, our team continued to work hard behind the scenes. From hedge trimming and nurturing our beautiful gardens to stringent COVID-safe planning, we’re dedicated to ensuring that our park has never looked better, or safer for our guests. We are invested in being as proactive as possible during the roadmap to re-opening. We are also following and adhering to the Victorian COVID-19 Guidelines to ensure the well-being of all our adventurers.

Keep an eye out for further updates on the measures we’re taking via this webpage, our social media channels, and Enchanted Adventure Garden Annual Member emails. Thank you again for your support – your support means everything to us and we look forward to welcoming you all back for an adventure soon.

For more information about the Roadmap for Reopening, visit coronavirus.vic.gov.au and www.vic.gov.au/roadmap

 

BEFORE YOU BOOK

If any of your group has recently travelled overseas, been unwell or been in contact with someone with a suspected or known case of COVID-19, we politely ask that they come for a visit at another time! For the safety of our crew and other Enchanted adventurers, we will require anyone we suspect of the above to immediately leave the park.

PRE-BOOKING IS ESSENTIAL!
Pre-booking your tickets are highly recommended to avoid disappointment. We now have a limited capacity for all our adventures so get in quick to secure your preferred session and arrival time!

Pre-bookings are not only essential for tracing purposes, but for dramatically reducing queuing time at our ticketing area. This will ensure all guests can move through the ticketing area quickly and start their adventure as soon as possible.

CONTACT TRACING REQUIREMENTS
We are required by the DHHS to record contact details for all guests entering our park. Contact tracing is an essential step in preventing the spread of COVID-19 and we want to do our bit to support the broader public health effort.

All details will be securely stored and only used to inform customers about a confirmed case, or to notify relevant health authorities and their nominated agencies for the purpose of contact tracing.

When booking, please ensure you complete all sections of your booking form accurately. If you have any questions, or need to change this information prior to arrival, please contact our office team at info@enchantedadventure.com.au or on 5981 8449.

ONSITE PAYMENTS
Contactless payments are preferred for any on-site purchases throughout our park. We thank you for your understanding.

 

ANNUAL MEMBERS

Pre-bookings are now essential, so please let us know when you’re coming! All active Annual Members should have now received an email identifying their new Member ID. You will need to keep this on hand when booking your next visit.

PRE-BOOKING FOR ANNUAL MEMBERS

To book for General Admission, all you need to do is:

  1. Visit the ‘Buy Tickets‘ page on our website.
  2. Select the appropriate amount of General Admission tickets to cover the number of Memberships you hold.
  3. Apply your Member ID/s when prompted at the checkout.

For Annual Members wishing to book a Tree Surfing upgrade, all you need to do is:

  1. Visit the ‘Buy Tickets‘ page on our website.
  2. Select the appropriate amount of Tree Surfing tickets and any other additional ticketing items you require.
  3. Apply your Member ID/s when prompted at the checkout.

Note: only the appropriate membership discounts will apply to your booking.

Alternatively, you’re more than welcome to phone our office on 5981 8449, and one of our team members will help plan your next day out. Please note that due to our COVID Safe procedures, pre-bookings are also essential for Annual Members. As tickets are limited, so we strongly recommend booking early to secure your spot in advance.

 

DURING YOUR VISIT

ON ARRIVAL
Please present your booking confirmation email or your booking’s unique QR code for scanning on arrival.

We reserve the right to check drivers licences to ensure any travel restrictions are adhered to.

CASHLESS PAYMENTS
To help support the health and safety of you and our staff, we kindly ask you to pay using tap and go at our contactless payment terminals on-site.

While card payment is preferred, cash can still be accepted.

ADDITIONAL GUEST REQUIREMENTS FOR ENTRY
Unfortunately due to strict public health requirements, you will be unable to visit us if you or your household have recently travelled overseas, are unwell, in self-isolation, or have been in contact with a suspected or known case of COVID-19. We would love to welcome you for an adventure at another time.

Anyone who is suspect of the above will be required to immediately leave our park.

Please help us manage the risks to the health and safety of our team and other visiting adventurers by cooperating with the above. Do the same things for us that you are doing to keep you and your own family and friends healthy and safe.

 

KEEPING YOU SAFE

MASK REQUIREMENTS
In line with the DHHS guidelines for mask wearing, we kindly ask that all guests 12 years and older carry a face mask with them at all times. We ask that guests wear face masks when entering into any indoor venue including but not limited to: the Tree Surfing Harness Room, the Balcony Cafe, the Big Top, Party Pavilion & all toilet facilities. Guests are asked to continue to wear face masks throughout the park when they are unable to adhere to physical distancing.

PARKING
It is advised that drivers leave a space vacant between parked vehicles to ensure social distancing is maintained.

INCREASED SIGNAGE AND SANITATION STATIONS
Guests will notice that new signage and sanitising stations have been implemented throughout the park.

It is important to pay attention to the key safety messages and instructions they provide, including advice to sanitise hands, social distance when undertaking activities, and comply with strict capacity limits in certain areas.

PHYSICAL DISTANCING
Guests must keep 1.5 metres away from others to maintain physical distancing. Please look for and comply with ground markers when queueing for bathrooms, food and beverage service, and entry to experiences. Hand sanitiser should also be used frequently and when directed.

We have adapted capacity limits to ensure that physical distancing is suitably maintained within the park’s activity zones. We ask that you please comply with these limits and follow staff instructions to leave an area if asked.

CLEANING
We have also deployed a dedicated Clean Team to ensure guests and staff are protected.

Cleaning throughout the park has been significantly increased including disinfecting high frequency touch points, such as tables and chairs, service counters, bathrooms, door handles, EFT machines and taps. Prior to reopening the entire park has undergone a deep clean.

Before leaving home, please check our Facebook page or website for the latest information.

 

GRAND TREE SURFING

OPEN!
Tree Surfing is operating in a changed COVID-Safe environment. Further instructions will be provided upon arrival and at time of booking.

ON ARRIVAL
Please ensure all digital waivers are signed prior to arrival. A link to your indemnity waivers is emailed to you as part of your booking confirmation.

FACE MASKS
To ensure the safety of all our guests and staff, we ask that all Tree Surfers wear their face masks while receiving instruction and being harnessed within the Tree Surfing Harness Room.

CLIMBING EQUIPMENT
Additional cleaning and sanitising measures have been put in place to disinfect equipment regularly.

Guests may be required to wear a disposable fabric chin protector should your mask not offer adequate face coverage when using an Enchanted helmet. You are more than welcome to bring your own pair of gloves for use during your Tree Surfing session.

HEIGHT REQUIREMENTS
ALL participants must be 135cm to participate on the Grand Tree Surfing course.

In the past, we have had flexibility to move patrons from the Grand Tree Surfing course to the Nippers Tree Surfing course if participants did not meet the 135cm height requirement for the Grand Tree Surfing course. Due to our new COVID-19 Safe capacity, unfortunately, that will not be an option. Please double check the heights of each participant before booking your Tree Surfing experience.

Grand Tree Surfing: Session capacity has resumed at 15 people per session.

 

NIPPERS TREE SURFING

OPEN!
Tree Surfing is operating in a changed COVID-Safe environment. Further instructions will be provided upon arrival and at time of booking.

ON ARRIVAL
Please ensure all digital waivers are signed prior to arrival. A link to your indemnity waivers is emailed to you as part of your booking confirmation.

FACE MASKS
To ensure the safety of all our guests and staff, we ask that all Nippers 12 years and over wear their face masks while receiving instruction and being harnessed within the Tree Surfing Harness Room.

CLIMBING EQUIPMENT
Additional cleaning and sanitising measures have been put in place to disinfect equipment regularly.

Guests may be required to wear a disposable fabric chin protector when using an Enchanted helmet. You are more than welcome to bring your own pair of gloves for use during your Tree Surfing session.

Nippers Tree Surfing: Session capacity has been resumed  at 15 people.

 

CAFE (and of course, coffee!)

The Enchanted Cafe
Will be available for takeaway snacks and drinks.

CONTACTLESS PAYMENTS ONLY
For any purchases, contactless payments only will be accepted. We apologise for any inconvenience.

PATRONS ONLY
Please note that our Cafe and Bush Kiosk are open to park patrons with a valid ticket only.  Unfortunately, the Bush Kiosk is not accessible to members of the general public.

PICNICS
As always, we encourage you to bring your own picnic and surround yourself with our beautiful gardens and scenery! To help control the spread of the virus, there will be limited indoor seating available. We thank you for your understanding.

 

GIFT VOUCHERS

VOUCHERS THAT EXPIRED DURING OUR CLOSURE
We want to reassure you that if you have a gift voucher with an expiry date after March 1 2020, you can call our office to redeem your voucher/s and place a booking.

This offer will only be valid until the end of June 2021.

 

PLAY ZONES

CAPACITY LIMITS
At times, we may request that guests please wait to enter a play zone. We kindly ask for all guests to cooperate with our team members and other guests during this challenging time.

CLOSED

  • 3D MAZE AND MIRROR HOUSE

OPEN

  • GRAND TREE SURFING
  • NIPPERS TREE SURFING
  • BIG ZIP
  • BUSH KIOSK
  • HEDGE MAZES
  • GARDENS
  • SCULPTURE PARK
  • LAWNS AND PICNIC TABLES
  • SKY SCRAMBLE
  • TUBE SLIDES
  • BALCONY CAFE

Please see our COVID Safety Plan below for further details on information & changes to our operation during this time.
EAG_COVID_Safe_Plan.pdf