Online ticketing FAQs

 Online tickets

How does purchasing my ticket online work?

• During the checkout process, you will be given a choice of how to receive your tickets (called the Delivery Method). You can choose to print your tickets at home (Print At Home (RB)) or to collect your tickets on arrival (Collect at the Roman Baths entrance).
• If you choose Print At Home: you will be prompted to pay with a credit or debit card. A payment receipt and an Order Confirmation will be emailed to you and your tickets will be attached to the Order Confirmation email. You must either print your tickets and bring them with you or show them on a mobile device.
• If you choose Collect at the Roman Baths Entrance: you will be prompted to pay with a credit or debit card. A payment receipt and an Order Confirmation will be emailed to you.
  On the day of your visit to the Roman Baths, you must present your Order Confirmation at the entrance desk (you can present it on a mobile device). This will be checked by a member of staff who will issue you with tickets valid for entry.

The Roman Baths does not send out printed tickets.

Are there booking fees for buying online?

• No.

How far in advance of visiting do I need to buy a ticket online?

• Tickets must be purchased online in advance. We recommend booking your tickets at least a day in advance to avoid disappointment.

I have bought a family ticket, valid for up to four children, why have I only received two child tickets?

• Two child tickets are issued as standard, any additional child tickets that are required will be issued to you at the point your tickets are scanned.

I am a senior, can I buy a family ticket?

• Yes you can. The 2 + 4 is best value for any combination of 2 visitors aged 19 and over and up to 4 visitors 18 and under. The 1 + 4 is best value for any visitor aged 19 and over and up to 4 visitors aged 18 and under.

I am a student outside of the UK, will you accept my student card?

• We accept student cards from anywhere in the world, as long as they state that you are a full time student. 

I have some unused tickets left over from my visit – can I use them another time?

• No. Single site admission tickets must be used on the selected date. 

I would like to visit with a carer – do I need to buy a ticket online for them?

• A visitor with a disability will be charged the standard price for admission. An accompanying carer goes free. For further information regarding general access and suitability of our attraction for disabled visitors, please visit our accessibility page.

I have an Annual Pass or Discovery Card already; do I have to buy a ticket online?

• Yes, tickets for Annual Pass and Discovery Card holders must be booked online in advance.

I am bringing a group of 20 or more – can I buy tickets online?

• We are unable to accept groups at the moment.

I have a child under 6 – do I need to buy a ticket online for them?

• No, there is no need to book a ticket for children under 6. Tickets for children under 6 will be issued when your tickets are scanned on the day of your visit.

I am a member of the National Trust; would I be entitled to free entry?

• The Roman Baths is owned by Bath and North East Somerset Council and is not affiliated with the National Trust. Members of the National Trust are not entitled to free entry.

Do you accept English Heritage cards?

• The Roman Baths is owned by Bath and North East Somerset Council and is not affiliated with English Heritage. Members of English Heritage are not entitled to free entry.

 Placing an order, payment and delivery

How do I know that you have received my order?

• When you submit your order, the email address you provided will receive two emails. The first email will be a payment receipt from WorldPay, the second will be an Order Confirmation. Your Order Confirmation email will include a breakdown of the tickets and products you have ordered and the total cost.

I haven’t received my email confirmation, what do I do?

• Please allow approximately ten minutes for your order confirmation to come through. In addition to this, please make sure you check your spam folder as emails can sometimes be redirected to this folder. If it is not in your spam folder please email us to have your order confirmation sent out again.

I’ve accidently booked multiple tickets online, what do I do?

• Please email your request into our Bookings Office. To ensure we are able to resolve the issue as quickly as possible, please include the following details in your email:

- The full name that the order was made under
- The Order Number(s) of your booking(s)
- The Order or number of tickets you would like to be refunded

Please note: In the event of a failed or voided transaction it may take up to two weeks for banks to reconcile the outcome of the transaction. Failure to contact us before your visit date may result in us being unable to refund the additional tickets.

My booking failed halfway through the process and it looks like I’ve been charged – what do I do?

• Please email our Bookings Office. To ensure we are able to resolve the issue as quickly as possible, please include the following details in your email:

- The full name that the order was made under
- The Order Number(s) of your booking(s)

Please note: In the event of a failed or voided transaction it may take up to two weeks for banks to reconcile the outcome of the transaction.

What forms of payment do you accept online?

• We accept payment by Visa, MasterCard, Maestro and American Express.

Is it safe to use my credit/debit card?

• All orders are encrypted so they cannot be read during internet transactions. The secure server software used by the payment provider WorldPay encrypts all your personal information, including credit card details, name and address. A small padlock icon should be visible in the address bar and this is your guarantee that your actions are safe.
• If you are using Wi-Fi it is your responsibility to make sure that you are using a locked-down network that you can trust.

When will I receive my tickets?

• The Roman Baths does not post tickets to you but you will receive an Order Confirmation by email within 5 minutes of your transaction being completed.
• If you have chosen the Print at Home delivery method, your tickets will be attached to your Order Confirmation. Please either print your tickets or have them on a mobile device ready to present them at the entrance desk.
• If you have chosen to collect your tickets on arrival, please print your Order Confirmation and present it at the Roman Baths entrance desk. It will be checked by a member of staff who will issue you with tickets valid for entry.

When will I receive my guidebook?

• If you buy a guidebook, you can collect it on arrival, the Roman Baths will not post it to you.

 Allocated Entry Time

What is an Allocated Entry Time?

• When booking your tickets online you will be given the opportunity to select a date and time for arrival at the Roman Baths (also known as ‘Allocated Entry Time’). Times are subject to availability. Your allocated entry time will be shown on your confirmation email. It is your responsibility to arrive within your allocated entry time.

What if I miss my Allocated Entry Time?

• For safety reasons while we are operating a physically distanced visit, we will be unable to admit anyone who is late for their slot. If there are later time slots available on the date of your visit, you can rebook your tickets by calling 01225 477785.

Can I change my Allocated Entry Time or Date of Visit?

• We’ve implemented a very flexible rebooking policy. Should you feel unwell/are displaying COVID-symptoms, please email us in advance of your visit to rebook. We will be waiving rebooking fees at this time. Please note that all date changes are subject to availability and must be made before the date of your visit.

Refunds 

What is your refund policy?

• We’ve implemented a very flexible rebooking policy. Should you feel unwell/are displaying COVID-symptoms, please email us in advance of your visit to rebook. We will be waiving rebooking fees at this time