Marineland® of Canada Inc.- Accessibility Guidelines
Accessibility – General
Marineland® is pleased to welcome you. Our attraction offers many accessible features including parking spaces, wheelchair rentals, wheelchair seating in our show area, ramps in lieu of stairs and accessible washrooms for our guests with disabilities. The entire park is accessible with the exception of the lower level of the Aquarium Dome building, which houses a freshwater fish display, and the Flying Dragon ride exit area.
Parking:
There is an accessible parking lot located in close proximity to the front gate set aside for the vehicles of visitors with disabilities. Early arrival is advised as this area, although quite large, fills quickly on busier days.
Admission:
Guests with disabilities receive a discount on admission rates. While we are not officially part of the Access 2 Entertainment Card program, we do extend a discounted rate to the guest with disabilities along with one family member/support worker. The card must be presented at the time of the transaction. Accompanying family members pay the regular rate.
Wheelchair Rentals:
Wheelchairs are available for rent on a first-come, first served basis for a nominal fee. Wheelchair/stroller rentals – located in the Aquarium Dome building immediately adjacent to the right of the admission area.
Electric Scooters:
Only electric scooters that are required due to a medical condition are permitted on park grounds. Marineland® does not rent electric scooters.
Service Animals:
- Trained service animals are welcome at Marineland® in all areas with the exception of the Deer Park where the deer freely roam. This area is restricted from service animals for the health and safety of all guests, the service animals, and the deer.
- Pets are not permitted to enter the park. When Marineland® cannot easily identify that the animal is a service animal, we may ask for documentation from a regulated health professional that confirms the person needs the service animal for reasons relating to their disability.
- All animal exhibits should be approached slowly to allow exhibit animals the time to acclimate to the presence of the service animal.
- For reasons of safety, service animals are not permitted on rides. Service animals are required to remain with another member of the guest’s party who will not be boarding the ride. Ride attendants are not permitted to look after the service animal while a guest rides.
- Service animals should be on a leash or harness at all times. If the service animal shows aggressive behaviour towards a Marineland® team member or Marineland® guest, the guest and service dog may be asked to leave the area and/or the park.
Washrooms:
Wheelchair accessible stalls are located at all washrooms. Washrooms are located in the Aquarium Dome building, below King Waldorf® Stadium seating area, Deer Park entrance, Adult ride area (Sky Hawk) and at Sky Grill.
Trainer Talk at King Waldorf® Stadium:
There is a two-tiered, covered viewing area set aside to the left (when facing the stage) of the stage area for those guests in wheelchairs, on scooters and who have medical conditions that restrict their mobility to view the King Waldorf® Stadium presentation. As seating is limited in this area, Marineland® team members may have to request that only the person with the disability and one support person/family member remain in this area to view the presentation while other members of the party view the presentation from the main stadium seating area. There is also a ramp available at the back of the stadium for those who wish to view from the top of the stadium. Please see Marineland® team members at this location for further information.
Guest Services Centre & First Aid:
Guests with disabilities can obtain a ride wristband and information regarding access/entry protocols/policies at the Guest Services Centre (location is shown on the park map).
Guests requiring a private area to carry out a medical procedure requiring the assistance of another guest/caregiver/nurse, etc. can use the First Aid building for this purpose. A guest’s medicine can also be stored at this location.
Park Emergency/Evacuation:
In the event of an emergency/evacuation, a Marineland® team member will escort guests to the nearest Facility Evacuation location.
Restaurants:
Restaurants and food kiosks are fully accessible. Table service is not provided at any food outlets.
All guests are permitted to bring their own food and beverages into the park.
Amusement Rides:
- On all rides, guests in wheelchairs will need to leave their wheelchairs in order to ride. Guests must be able to support themselves in a sitting position in order to ride and must meet height requirements. Marineland® team members will provide assistance, however, they are not permitted to lift a guest with disabilities should this be necessary for the guest with restricted mobility to access a ride. A companion/support person is welcome to accompany a guest with disabilities on a ride for the purpose of providing assistance. The companion/support person must meet the ride safety requirements as just outlined.
- Ride wristbands are available for guests with disabilities at our Guest Services Centre (location is shown on park handout map provided to guests at admission entrance). The guest wearing the ride wristband and one companion/caregiver are permitted to bypass the regular line at most of our amusement rides. To access the ride, please wait adjacent to the ride EXIT sign for ride attendant and ensure that you are not blocking the exit, as guests will be exiting the ride through this area. Guests will be boarded on the next available ride cycle. It is imperative that you do not enter the ride area and that family members/caregivers keep a close watch on eager children. The ride attendant will escort you on to the ride as soon as it is safe to enter the ride area.
- In fairness to all of our guests, a guest with disabilities and one companion/support person (if one is present) accessing a ride through the exit, can join other members of their party on a ride after the other members of their party have waited in the regular line. Please advise ride attendants if you all wish to ride at the same time.
ADVISORY:
Amusement rides incorporate safety systems designed by the manufacturer to accommodate people of average physical stature and body proportion. These safety systems may place restrictions on the ability of an individual to safely experience the ride. Guests of exceptional size, guests who have heart, back or neck trouble, pregnant women, people who have had recent surgery, people with casts, braces, restrictive devices or disabilities may not be safely accommodated by these systems. For example, height requirements are based on the size needed for restraint devices to function properly and the level of developmental maturity usually associated with a certain height.
Marineland’s safety record is excellent of which we are proud. Marineland® of Canada Inc. has the right to refuse access to a ride to anyone we feel cannot safely ride a particular ride. A ride supervisor or manager will review any exceptional cases and make the final decision. Our ride admission policies have been developed based on the recommendations of the manufacturer, our past experience and our evaluation of each ride using our knowledge of the ride under both normal and emergency operating conditions. If you have any questions or concerns about our ride policies or are unsure about your ability to safely experience a ride, ask a team member for assistance or visit our Guest Services Centre. If you are unsure of your safety, err on the side of caution and do not ride.
Please take the time to review the detailed information on each individual ride below:
Note – Due to staffing constraints, some rides will operate on a rotating basis or may not be available. Please check signage at the admissions area upon arrival.
BOAT CAROUSEL
There is no height restriction for this ride but riders must be able to support themselves in a sitting position. No handheld infants permitted on the ride. Each ship can accommodate up to 6 guests (3 per side). No more than 2 adults permitted per side. If the rider is in need of a caregiver or chaperone they must sit together.
Access by waiting outside of the Exit gate for ride operator’s instructions.
BUMBLE BEE
An adult must accompany riders between 36” and 42” tall. Minimum height 36”.
Riders must be able to support themselves in a sitting position and hold onto common lap bar. Each passenger-carrying unit can accommodate up to one (1) adult and (1) child OR two (2) children. No two (2) adults permitted to ride together.
Access by waiting outside of the Exit gate for ride operator’s instructions.
FLYING DRAGON
All riders must be a minimum of 52” in height. Riders must be able to support themselves in a sitting position and be able to hold onto a common lap bar. This ride consists of five bench seats on each half of the P.C.U. facing the middle. Each bench can accommodate 4 riders sitting beside each other with a common lap bar.
There is no wheelchair accessibility at this ride.
KANDU TWISTER
An adult must accompany riders between 40” and 47” in height. Minimum height 40”.
Riders must be able to support themselves in a sitting position and have some upper body strength to hold onto the wheel in the middle of each car. This ride consists of 12 passenger-carrying units that will hold up to five (5) guests.
Access by waiting outside of the Exit gate for the operator’s instructions.
LADYBUG COASTER
An adult must accompany riders under 40” in height. No handheld infants are permitted on this ride. Riders must be able to support themselves in a sitting position and be able to
hold onto a common lap bar. Each passenger-carrying unit can hold one (1) adult and (1) child, OR two (2) children over 40” tall. No two (2) adults may sit together. No more than 6 adults allowed on this ride at one time. Children must board the car first when riding with an adult, so that child is on the left side of the car when facing forward.
Access by waiting outside of the Exit gate for the operator’s instructions.
MAGIC EXPERIENCE
An adult must accompany a rider between 46” and 54” in height. Minimum height is 46”
Riders must be able to support themselves in a sitting position and be able to hold onto a common lap bar. Each passenger-carrying unit can hold up to four (4) guests – two (2) sitting alongside each other on the left and two (2) on the right. Each P.C.U. will accommodate two (2) adults, OR two (2) children (both over 54” in height) OR one (1) child and one (1) adult.
Access by waiting outside of the Exit gate for the operator’s instructions.
ORCA SCREAMER
An adult must accompany a rider between 36” and 42” in height. Minimum height is 36”. Maximum height is 74”. Riders must be able to support themselves in a sitting position and be able to hold onto the lap bar. Each passenger-carrying unit can hold 2 riders one (1) child and one (1) adult OR two (2) children over 42” in height. This ride must evenly distribute adult riders.
Access by waiting outside of the Exit gate for the operator’s instructions
SKY HAWK
An adult must accompany a rider between 32” and 54” in height. Minimum height is 32”. Riders must be able to support themselves in a sitting position and be able to hold onto the lap bar. Each passenger-carrying unit can hold up to two (2) guests. Riders on this ride sit in front of each other on the same seat.
Access by waiting outside of the Exit gate for the operator’s instructions
SKY SCREAMER®
All riders must be a minimum of 48” in height. Riders must be able to support themselves in a sitting position. No weight restriction on this ride but the rider must physically fit in the seat in order that the shoulder harness can be buckled and locked. Each side of the tower consists of three (3) passenger-carrying units accommodating one (1) rider each.
Access by waiting outside of the Exit gate for the operator’s instructions
TIVOLI WHEEL
No height restriction for this ride but riders must be able to support themselves in a sitting position. Each passenger-carrying unit can accommodate up to four (4) guests. There can be no more than two (2) adults in each car.
Access by waiting outside of the Exit gate for the operator’s instructions
VIKING ADVENTURE
An adult must accompany a rider between 36” and 42” in height. Minimum height is 36”. Riders must be able to support themselves in a sitting position and be able to hold onto a common lap bar. This ride consists of eight bench seats, four on each side facing the centre mast. Each bench can hold up to four (4) guests. Only 25 adults allowed on this ride at one time.
Access by waiting outside of the Exit gate for the operator’s instructions
WAVE SWINGER
The minimum height for this ride is 42”. Riders must be able to support themselves in a sitting position and be able to hold onto the lap bar. This ride consists of 48 individual swings.
Access by waiting outside of the Exit gate for the operator’s instructions
OCEAN ODYSSEY
An adult must accompany riders between 36” and 42” in height. Minimum height is 36”. Riders must be able to support themselves in a sitting position and be fastened in a seat belt. Each passenger-carrying unit can hold up to two (2) guests consisting of one (1) adult and one (1) child OR two (2) children. Small children must sit in the inside seat with adults on the outside. Two (2) adults are not permitted to ride together.
Access by waiting outside of the Exit gate for the operator’s instructions
DRAGON MOUNTAIN®
The minimum height 48”. Riders must be able to support themselves in a sitting position in a shoulder harness. Each train has seven cars or P.C.U’s. Each passenger-carrying unit can accommodate up to four (4) guests, two in the front and two in the back. Non-riders and guests under height requirements are not allowed to proceed past height check.
Access by checking in with Marineland® Team Member stationed at Height Check where you will receive instructions.
Star Voyager
All riders must be a minimum of 55” in height, maximum 77”. Due to the nature of the ride, the manufacturer does not allow people with prosthetics and casts to ride. Riders must be able to sit upright and hold on to the harness handles and have full upper and lower body control.
Access by waiting outside of the Exit gate for the operator’s instructions
Eagle Tower
An adult must accompany a rider between 39” and 47” in height. Minimum height is 39”. Ride manufacturer specifies that people with casts on their legs are not permitted to ride. Riders must be able to sit upright and hold onto the lap bar.
Access by waiting outside of the Exit gate for the operator’s instructions
Marineland® of Canada Inc.’s Accessible Customer Service Policy, Procedures and Practices have been developed to fulfill the requirements of the Accessibility Standards for Customer Service, Ontario Regulation 429/07 under the Accessibility for Ontarians with Disabilities Act, 2005.
Policy documents are available upon request by calling 905-356-9565 or by email at marketing@marineland.ca or on-site at our Guest Services Centre.
Marineland® will provide this document in an accessible format or with communication support, on request. We will consult with the person making the request to determine the suitability of the format or communication support. We will provide the accessible format in a timely manner and, at no additional cost.
Marineland® welcomes feedback on how we provide accessible customer service. Customer feedback will help us identify barriers and respond to concerns.
Guests can provide feedback by calling 905-356-9565, by email at marketing@marineland.ca or on our website: www.marineland.ca/about-us/contact-us
Guests who wish to provide feedback on the way Marineland® provides goods, services or facilities to people with disabilities can provide feedback in the following ways:
By calling 905-356-9565, by email at marketing@marineland.ca or on our website: www.marineland.ca/about-us/contact-us
All feedback, including complaints will be handled in the following manner:
Feedback will be directed to the Marketing Department.
Customers can expect to hear back within 10 business days.
Marineland® will make sure our feedback process is accessible to people with disabilities by providing or arranging for accessible formats and communication supports, on request.
