Our Guest Service point is there to offer you advice and assistance. You will find a willing ear if you have any special requests, if you need any help or you are stuck with something. Whatever your needs, we're here to help.

– Information & advice on all facilities and attractions in Phantasialand
– Sales point for tickets and gift cards
– Reservations for Hotel LING BAO, Hotel MATAMBA and Smokey's Digger Camp
– Information about the Fantissima evening show
– Table reservations for all restaurants
– Sales point for the advantage card (including loading and barring of the card)
– Lost property

If you have any questions about the above that need answering outside park opening times, simply send an email to: gaesteservice[at]phantasialand.de

We have some great shops in our park for the perfect Phantasialand souvenir. But if you don't want to carry bags around with you, that's OK too!

Your purchases in our souvenir shops will be assigned a number and delivered to your choice of exit. Just let the cashier know which exit you will be using later in the day and you will find your souvenirs waiting for you there. Shopping can be collected from 3pm onwards at your chosen entrance/exit on production of your numbered ticket. Our hotel guests can of course have their shopping delivered directly to their hotel reception. Shop to your heart's content but let us bear the load!

We want everyone to feel welcome at Phantasialand. So here are some tips to help guests with disabilities plan their trip to Phantasialand.

Getting around in the park

All areas of the park are accessible without needing to climb steps or stairs. Most of our show venues and restaurants are single storey or have a separate entrance for wheelchair users. But if you do have any difficulties please tell a member of staff, who will be more than happy to help.

Rides & Attractions

By law, we cannot allow guests on a ride who are unable to get on and off the ride by themselves. Unfortunately, this applies to blind guests and wheelchair users. We can only guarantee the safety of all our guests if every rider is able to reach the entrances/exits on their own, which applies in particular to non ground-level attractions. The emergency exits on these rides are accessed via often steep and narrow staircases which guests need to be able to use without any assistance. Thank you for your cooperation. We also ask guests with heart conditions and other health problems to follow the recommendations on the information boards at the individual attractions.

Disabled toilets

There are five disabled toilets in Phantasialand. They can be found at the entrance to Berlin, at Arena de Fiesta, in Wuze Town, behind the Fantissima Theatre and at the Silverado Theatre. You will need to pay a refundable deposit for the toilet keys. Unless otherwise indicated, the keys are available directly from our toilet staff. Disabled toilets are locked to all other guests to ensure you find them in immaculate condition.

Wheelchair hire

Guests with disabilities can hire wheelchairs at Phantasialand. At least two days before your visit please call us on +49 (0)2232 36240 to avoid disappointment. Provided a wheelchair is available on the date of your visit, we will reserve it for you at the Sonderkasse (entrance for guests with special requirements) by the Berlin entrance. On arrival, you will need to leave a 25.00 € deposit or valid ID to collect your wheelchair. If you only realise you'd be better off with a wheelchair once you're in the park, please ask at our Sonderkasse (entrance for guests with special requirements) or first aid/medical centres. Please understand that at peak times when visitor numbers are high, we may not be able to offer wheelchairs to all guests who require one.

First aid/medical centres

Our first aid/medical centres are located in the Berlin theme zone, next to the Wintergarten exit. All our medical centre staff are trained paramedics.

The following payment methods are accepted at our ticket booths in the park:

Cash (euros, pound sterling, Swiss francs, US dollars)
Phantasialand Euros
German EC card (EC cash)
Credit cards: Eurocard/MasterCard, American Express, VISA
Travellers cheques issued in euros or US dollars

There is also a cash machine in the Berlin theme zone next to the Kaiser Snack. German EC cards are accepted at all ticket booths and in many of the restaurants and shops.

EC cash can be used for payment at the following places in the park:

all ticket booths
Administration / reception
Restaurant Mandschu
Restaurant Little Joe's
Hacienda Don Pedro
Restaurant Unter den Linden
Colorado General Store
Gästehaus Berggeist
Hotel LING BAO
Hotel MATAMBA
Smokey's Digger Camp

To ensure your day at Phantasialand is completely carefree, we have provided lockers at three locations around the park. For a rental fee of 2.00 € and a 1.00 € deposit, you can keep your bags, backpacks and ponchos safe for the duration of your stay.

Locations:

Wuze Town
Silverado Theatre
Arena de Fiesta

Please note that the lockers are not suitable for larger pieces of luggage.

A drying booth which can accommodate up to four people at one time can be found at River Quest. One cycle costs 2.00 € and lasts for around three minutes.