Regarding the experience
What can I expect from Phantom Peak?
Phantom Peak is a glorious, steampunk wonderland - often referred to as “The Venice Of The West.” When you step into Phantom Peak, it will feel as though you are stepping through time into a canyon straight out of The Old West. There’s a breathtaking waterfall, haunted ruins, and, most importantly, The Waterway: a large-scale canal that snakes through Main Street. This thoroughfare is a vibrant destination thronging with shops, eateries and entertainment, Phantom Peak-style.
Where is the experience located?
The event will take place at: Phantom Peak, Surrey Quays Road, London, SE16 7PJ
Does the experience take place in an indoor or outdoor venue?
The experience takes place both indoors and outdoors. The external aspects of the venue are covered to protect our guests from the elements. If the weather gets too much, guests can head indoors to explore more of the secrets the town has to offer.
How long does the experience last?
Your Ticket grants you access to Phantom Peak for the entire length of the show- which lasts around 5 hours.Guests have the freedom to explore, investigate and play for the duration of the show and are free to leave at any time.
Is it COVID secure and safe?
The experience is designed to be COVID safe and will follow all guidelines in effect at the time.
Is there air conditioning?
The indoor elements of the venue are air-conditioned and ventilated.
Is the experience accessible for deaf people?
Yes, Phantom Peak allows for persons of all abilities to explore and experience the wonders within.
Is the experience Wheelchair accessible?
We have strived to make the majority of Phantom Peak wheelchair accessible, guests are able to explore all the external areas of the town and all of the stores and attractions on the first storey of the Old Town. However, there is currently no accessibility for wheelchairs or those with mobility conditions to the second floor of Old Town. Any Residents needed for trails in this section are roaming and able to come to the players to talk but guests will be unable to access the Rum bar, Undertakers Chute (slide) and the Miramaze - a dimly lit, maze of tightening tunnels with all manner of obstacles - these experiences are non-essential to the wider experience.
What accessibility options do we have for someone visually impaired?
Yes, Phantom Peak allows for persons of all abilities to explore and experience the wonders within. We allow service animals to attend site and if our guests notify us beforehand we will work to provide a member of the in-world crew to assist throughout their experience, providing audio-description where required.
Will there be strobe lights?
There may be pop-up attractions which involve strobe lighting, guests will be forewarned via Phantom Peak; websites, socials and in-world posters. IF you are uncertain please ask a member of staff or contact us prior to your visit at firstname.lastname@example.org
Will food and beverage be available on site for purchase?
Phantom Peak has a number of Food and beverage options from light bites and a soft drink, to a hot meal and a refreshing alcoholic beverage. Guests are free to purchase food from any of our Phantom Peak vendors
Can I take photos or record the experience?
Feel free to take photos and share them. When taking photos, please make sure not to disturb other customers. Professional equipment and tripods are not permitted.
Are there chairs available? Can I be seated during the experience/exhibition?
There are a number of places for guests to sneak a quiet moment and take a pew. Our favourite spot to take the weight off is by the lake, where you can find a number of seats and enjoy the beauty of Phantom Peaks waterfall and waterways.
Will restrooms be available on site?
Yes, there are toilets located in Phantom Peak.
Regarding the access to the event
Do I need to wear a mask?
This is dependent on the current government regulations. As there are currently no restrictions in place guests are not required to wear face masks but are welcome to if they prefer
Do I need to arrive at the start of my scheduled session?
It is recommended that you arrive at the time stated on your ticket, but you are free to arrive anytime after your shows start time. The only exceptions will be for the in world games or bookable events (these will be highlighted to you on arrival).
What happens if I arrive late?
You’ll miss some of the shows and events around town. You may also run the risk of missing out on some of the larger scale experiences available on site.
Can I bring animals?
Due to the town's growing platypus population, we are unfortunately only able to grant access to registered or validated Service dogs.
Are service dogs allowed?
Yes, however we do ask that guests who need to bring a service dog with them to contact us prior to their event date to allow us to assign one of our wonderful in-world crew to be of assistance where needed.
Is there an age requirement?
Phantom Peak is for persons of all pages to explore and enjoy. We do ask that any under 16’s be accompanied by an adult. Phantom Peak will have two Daytime shows one on a Saturday 11:30 - 16:30 and Sunday between 13:00 - 18:00, which will be more appropriate for families with younger children.
Is the venue ADA compliant?
We have strived to make all reasonable adjustments to allow for accessibility at our venue and throughout all our experiences.
Is there parking available?
There is no car parking on site nor is there any suitable car parking options within the local area. We strongly advise guests to find alternative means and utilise the incredible public transport options available.
The Canada Water underground station is less than 300 metres from the venue. Bike racks are available on site for those cycling to the event.
What if the weather is bad?
The experience takes place both indoors and outdoors. The external aspects of the venue are covered to protect our guests from the elements however we still encourage them to dress warmly.
What are the prohibited items at the experience?
Guests are asked not to bring their own Food and beverages into the venue. Any Alcohol not purchased on site will be confiscated. Any drug or related items will be confiscated and the police will be contacted immediately. Though we have a western/steampunk theme Jonas does not allow replica weapons onsite - any guests found with them will be provided with a token and collect the items after the show.
Are wheelchairs available to rent?
Unfortunately we are unable to offer this service but guests are welcome to bring their own if needed for the duration of the experience.
Phantom Peak and The League of Adventure Ltd have strived to provide an inclusive and accessible experience for guests of all abilities; Phantom Peak features two new additions to the town which come with accessibility and participation warnings, guests are advised to only partake in these if they feel they are physically and mentally well to do so.
Miramaze - Fun house maze; This experience is highly physical and requires participants to crawl, climb, shuffle and navigate increasingly complicated corridors with low ceilings and multiple obstacles in the way. The experience also includes strobe and flashing lights so guests with epilepsy are advised not to partake. Any guests with mental health conditions, Claustrophobia, PTSD, any heart conditions or guests who are pregnant are also advised to not partake in this attraction.
Undertakers Chute (Slide); This is a 4.5 metre vertical drop slide in which guests will slide down a vertical chute levelling off at the end of the slide. This slide is built to regulation and has been fully risk-assessed with the conclusion that correct use will reduce and prevent most, if not all, risk of injuries ; risks include but are not limited to - bruising, fractures and broken bones, friction burns, serious and fatal injury. Guests with mobility issues, fear of heights and other physical or mental health conditions including; respiratory conditions, heart conditions, PTSD, Stress-induced ailments or guests who are pregnant are advised not to partake in this part of the experience.
Any guests who elect to partake, do so accept the risk and with the full understanding and comprehension that they accept any and all liability for any incidents that may occur including any not listed above.