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FAQs for general visitors and members

Have your visiting processes changed?

Yes. We will be operating at a reduced visitor capacity to allow for effective social distancing, thereby maintaining public safety and abiding to the Cymru Wales core message of ‘Visit Wales, Safely’.

Therefore, all of our members and visitors will need to book time-allotted tickets to visit any of our staffed heritage sites for the foreseeable future in advance of their planned visit. Without a pre-booked ticket, you will not be able to enter your chosen site. This approach will allow us to restrict the number of visitors at our staffed sites at any given time, ensuring a safe and socially distanced experience for everybody.

For more information about how our ticketing system works, please visit our FAQ page.

Furthermore, some sites may see certain areas closed to visitors until further notice, for public health and safety reasons.

How can I find out which sites you are planning to reopen and when?

Please check our reopening update; we will continue to update this webpage and our social media channels with further information and re-opening announcements over coming weeks and months.

 

Will your sites’ opening hours remain the same?

Due to a change in staffing levels following the coronavirus outbreak, some of Cadw’s staffed heritage sites will be open for five days a week rather than seven, with varying opening days across monuments.

In line with this, morning visitors will be asked to leave the site by 1pm — to allow for a 1hr deep clean ahead of the first arrival of afternoon visitors at 2pm. This process will be reviewed on a fortnightly basis, with this FAQs page to be updated with the latest guidance. Please note that some monuments may need to adopt new, temporary opening hours to ensure social distancing guidelines and regulations can be met, so we are advising visitors to always check the individual site webpages for the most up-to-date information before planning a visit.

 

Will sites close for an hour at lunchtime?

Yes, Cadw sites we will be closed to all customers from 1pm–2pm — to allow for new cleaning routines. This means that customers already onsite will be asked to leave at 1pm.

Please note, it is possible to explore our monuments within one hour but if you’d like more time onsite, please remember to book one of our earlier time-slots in the morning or afternoon.

 

What measures are you putting in place to make staffed Cadw sites safe for visitors?

We have introduced a large number of increased hygiene and social distancing measures to make our sites as safe as possible for our visitors and employees alike.

These include, but are not limited to: the installation of plastic partition screens at entry desks, the placement of directional arrows and 2m distanced markers along walkways, the introduction of one-way routes, regular deep cleans and frequent disinfection of key touch points including interactive screens, door handles and railings.

To help keep our sites safe we will be asking everyone to visit safely, responsibly and respectfully at all times.

 

What facilities will be open at your sites?

Toilets: we are working hard to re-open our on-site toilets in line with social distancing guidelines. These facilities will be subject to rigorous new hygiene routines and re-opened with limited capacities — meaning visitor waiting time may be a bit longer than usual. However, at some sites, further site adaptations will be required before we can safely re-open toilets to visitors. We advise that all future visitors check individual site webpages for the most up-to-date facilities information before planning a visit.

Retail: all of our gift shops will be operating as normal but with strict social distancing measures in place to ensure public health and safety. Sites with smaller visitor centres and gift shops will only be able to allow one household in for browsing at any one time, while others may transfer shop product into an external, more spacious marquee setting. We advise that all future visitors check individual site webpages for the most up-to-date facilities information before planning a visit.

Cafes: the café at Harlech Castle will re-open with strict social distancing measures in place. However, we regret to inform you that the café at Castell Coch will remain closed until further notice due to further essential adaptations required to ensure a safe visitor experience. Future visitors to Castell Coch and other staffed sites without a café facility are advised to bring their own food and drink (if desired), but please remember consumption of alcohol and BBQs is not permitted.

 

Will visitors need to wear protective face-masks to enter your sites?

Following Welsh Government’s recent announcement, visitors will be required to wear face masks while exploring any indoor areas of our reopened sites from Monday 14 September.

 

How can I report an incident onsite?

Our staff will be monitoring sites at all times to ensure visitors are keeping a social distance and being respectful and responsible during their visit. However, if anything concerns you please inform a custodian or feed it back to us via our online survey OR, in the case of a serious emergency, call 999.

I’d like to support Cadw by making a donation. How can I do this?

Thank you for your very kind offer. We appreciate that this is a difficult time for everybody and we hugely value your support of Cadw, which continues to help us protect, care and conserve Wales’s historic sites for the benefit of future generations.

If you would like to make a one-off donation to Cadw, please visit the donations page on our website.

If you are unable to reserve / book a ticket online, please call our team on 03000 252239 — 10am–4pm daily.