Frequently Asked Questions

Admissions

How do I visit the Zoo?

Timed tickets are required to visit Seneca Park Zoo. You can purchase them online at senecaparkzoo.org/tickets. Just select the date and the entry window time you’d like to visit. You’ll have a one-hour window for entry. Once at the Zoo you can stay until grounds close. When you get to the Zoo go immediately to the line with the blue sign that says Timed Ticketholders and Members with Reservations. You’ll need to show your ticket (printed, or on your phone). Note that each member in your party (even children 2 and under) will need a ticket. As usual, there is no admission fee for children 2 and under.

What if I am a member? Can I just show up?

As a member, you’ll need to have a member-only timed-entry reservation for admittance. You can obtain them online at senecaparkzoo.org/tickets. Just select the date and the entry window time you’d like to visit. You’ll need your member # and the number of people in your party. You’ll have a one-hour window for entry. Once at the Zoo you can stay until grounds close.  When you get to the Zoo, head to the line with the blue sign that says Timed Ticketholders and Members with Reservations. You’ll need to show your ticket (printed, or on your phone) and member ID. Note that each member in your party (even children 2 and under) will need a ticket.

Will I have to leave at a specific time?

No, you can stay as long as you like until the grounds close.

How many tickets are available?

To ensure no over-crowding, we have a set number of tickets each hour. No one group can be larger than 10 people.

Can I just walk up and get tickets?

If capacity allows, there will be a small number of tickets available at the gate. However, we strongly recommend you pre-purchase to avoid having to wait for capacity availability. To see if there are tickets available go to the Yellow sign that says Full Guest Services and other Transactions.

Will I have to wait in line?

If you pre-purchase timed tickets online, your wait in line should be brief, or none at all. Our touchless entry system is designed to expedite entrance into the Zoo.

What if I don’t have a credit card?

If you don’t have a credit card, there will be a small number of tickets available at the gate, as capacity allows. You will be able to pay cash for them. Head to the yellow sign reading Full Guest Services and Other Transactions.

 What if I don’t have a computer or smart phone?

If you don’t have access to a computer or smart phone, there will be a small number of tickets available at the gate, as capacity allows. Head to the yellow Full Guest Services and Other Transactions sign.

What if I miss my time?

It’s important to get to the Zoo at your designated time. If you arrive at the Zoo outside of your one-hour entry window, you may have to wait aside until capacity opens up to enter the Zoo.

What if it rains? Can I get a refund?

Tickets are for entry rain or shine. Refunds will not be given for weather or other reasons for cancellation.

Can I change my tickets to a different day?

If you or a member of your party is ill, we can reschedule your purchased tickets for a different date or time. Please provide your information here and we will work with you to find a new date and time that is not sold out.

I purchased tickets, but I have an issue I need help with. 

If you have purchased timed tickets, but haven’t received them in your email or have another issue you need help with, go here.

Is there a cut-off time for last sale of admission tickets for today?

Online sales end 15 minutes before the entry window or when those tickets sell out, whichever comes first.

Can I give my tickets to someone else if I can’t make it?

Yes, but if they are member tickets, you can only give them to another member. All members will be asked for valid member ID when they enter.

How can I use my coupon or voucher?

At this time, we are temporarily not able to accept discounts with our timed ticketing system. We are working on adding this functionality in the future. Discounts will not be applied retroactively to purchased tickets.

How can I use my membership from another AZA facility to receive a discount?

Initially when we reopen, guests interested in using reciprocal agreements from other AZA facilities can not pre-purchase timed tickets. When you arrive to the Zoo, head for the yellow Full Guest Services and Other Transactions sign and wait in standby for when the capacity is available.

I have a presale pass I previously purchased. Can I just come to the Zoo to redeem it?

If you come to the Zoo without a timed ticket, you run the risk of waiting until there is capacity. To redeem for a timed ticket, visit our presale pass redemption page. You’ll need your order # and the date/time you would like to visit the Zoo. We’ll do our best to accommodate your time request.

I am a 1:1 aide and my client would like to visit the Zoo. Do we both need tickets?

Your client will need a timed ticket or a members-only reservation. When you and your client arrive at the Zoo, go to the blue Timed ticket and members with reservations line and explain that you are the 1:1 aide.

Zoo Experience

What is open? What is closed?

A full one-way path through the Zoo is provided. All animal habitats will be visible. Some of the areas that are closed initially include the The Center for Biodiversity Exploration and the Elephant Atrium.

Are giraffe feedings available?

No, for the safety of the animals, giraffe feedings are not being offered in 2020.

Is the Tram available?

No, for the safety of the guests and staff, the tram is not available in 2020.

Are wheelchair rentals available?

Yes, wheelchair rentals are available on a first-come, first-served basis at the ZooShop. Wheelchairs will be sanitized after each use.

Are stroller rentals available?

Yes, stroller rentals are available at the ZooShop. Strollers will be sanitized after each use.

Is the crossing stream at Genesee Trail open?

The crossing stream is open seasonally, but it will not have water in it for the time being.

Are the food stands open?

Yes, Eagle’s Landing Café is open and Crater Canteen is open seasonally. Additionally the Savanna Outpost will offer grab and go food seasonally. There are special precautions in place to ensure social distancing. Transactions can be done with credit card or cash.

Can I bring my own food?

Yes, you can still bring your own food and beverages.

Is the ZooShop open?

Yes, the ZooShop is open and Savanna Outpost is open seasonally, with special precautions in place to ensure social distancing. Transactions can be done with credit card or cash.

Group Sales

I have a group? How do I get the group discount?

No more than 10 people can enter as a group. Therefore, we are not offering a group discount or school discounts at this time.

Members

My membership expired when the Zoo closed. Will I receive additional time added to my membership?

All members should have received a personal email with an update about their specific membership. If you didn’t receive the email, you can check the status of your membership by emailing members@senecazoo.org or calling 585.336.7212 during business hours 7 days a week.

Do members need tickets?

Members must make members-only reservation based on the date and time they would like to visit. Members have been sent a communication on how this will work. If further questions, email members@senecazoo.org.

What if I have non-members with me?

If you have non-members with you, they’ll need to purchase timed tickets online.

What if I want to join or renew my membership?

The safest, most efficient way to join or renew is online at senecaparkzoo.org/membership. We do not advise waiting to come to the Zoo to join or renew, since it will be likely you’ll need to wait in line to do so, and reservations might not be available.

Safety

What is your policy on masks?

Face coverings are required for all guests over the age of two, while they are at the Zoo. If you or your child cannot wear a mask for health reasons, a face shield will be provided. Face coverings are required in inside and outside areas. Staff and volunteers will also be wearing face coverings as well. This is for the safety of our guests, staff, volunteers, and animals.

What if my child won’t tolerate a face covering?

We know face coverings can be challenging, but for the safety of guests and animals, we have a zero-exception rule for guests over the age of 2, and ask parents to work with their children to ensure the requirement is being followed.   If you or your child cannot wear a mask for health reasons, a face shield will be provided.

What special precautions are underway for cleanliness?

We are following CDC guidelines for cleaning. We have signage pointing out high touch areas so guests can take extra care. There are sanitizing stations throughout the Zoo so guests can disinfect hands frequently.