Water park

The ski resort’s frequently asked questions are below. Go to SKI FAQ.

Ticket sales and wristbands

1. When are we open? Please see the opening hours in the opening calendar.
2. Where is the ticket office located? In June-August, ticket sales are at the main gate. At other times, come from the main gate, turn right and go to the indoor water park. See the area map.
3. How is the ticket office open? The ticket office opens at the same time as the park opens. The ticket office closes approx. 1 hour before the park closes, after which you can buy a wristband in the store.
4. How do I avoid queues? In the summer season, the most customers at the ticket office are usually right after opening, from 11 a.m. to 1 p.m., but the ticket counters are opened according to the customer situation.
5. What are wristbands needed for? The wristband is an admission ticket to the water park. The wristband must be worn on the wrist throughout the visit.
6. Is the outdoor and indoor water park available with the same ticket? When the outdoor water park is open, the entire water park is included without limitation in the same wristband price.
7. When is the outdoor water park open? The outdoor water park is open on the opening days of June-August.
8. At what age can children come unaccompanied? Children over the age of 10 who can swim can come together to Serena. Children under 10 only with an adult guardian.
9. I’m not going swimming, do I need a wristband? All visitors to the water park must wear a wristband. In the summer season, you cannot pass through the main gate without a wristband. In the winter season, you can enter the restaurant without a wristband, but not beyond ticket sales.
10. What time can you buy an evening ticket? You can buy an evening ticket from 4 p.m.
11. What payment methods do we accept? The means of payment are mentioned in the price list. Payment methods other than those mentioned in the price list do not work in Serena.
12. Can I buy a ticket in advance? You can buy the ticket in advance from the online store or from our partner hotels.
13. And where can I get gift cards? You can normally buy a ticket for another person in the online store, but if you want to give a “physical” gift card as a gift, you can get it from the ticket office.
14. Can the wristband be used to pay for purchases? The wristband cannot be used to pay for other purchases and it cannot be loaded with a balance.
15. Does a personal assistant need a wristband? See instructions below under ‘Accessibility’.
16. Can I leave the area and come back in the same day? The wristband is valid for a day, during which you can leave and return to the area freely through ticket sales.
17. How are the FunTour ticket and Happy Pass ticket valid? The FunTour ticket is on sale during the summer season and can be used in Serena and Puuhamaa once each on the desired days during the summer season. The FunTour ticket purchased at Serena must first be used at Serena. The Happy Pass (next day wristband) is available all year round and is valid in Serena the day after the day of purchase. The validity period of the Happy Pass ticket cannot be extended.
18. I have an online ticket/coupon/gift card whose validity period has expired. What do I do? The validity period of online tickets and discount coupons is indicated on the ticket/coupon. They are not valid after the expiration date, and the validity period cannot be extended.
    • The entrance gift card is valid until the validity date. Expired gift cards are not accepted or processed at the cash desk of the water park or ski center.
    • If you haven’t been able to use the gift card by the last date of validity, please contact Serena by email no later than 10 days after the end date of the gift card, when we will process the request for an extension of the validity period. We do not process requests to extend the validity of gift cards that have expired more than 10 days ago. The possible additional time granted is generally approx. 2 weeks. The practice only applies to “physical” gift cards.

Storage, changing rooms and saunas

1. What kind of dressing rooms are there in Serena? There are two changing rooms, one for women and one for men. There are no separate group changing rooms.
2. At what age should children go to the side of their own gender? Children under 10 can go to the side of the opposite sex, accompanied by an adult. Children over the age of 10 should use the changing room according to their gender. Our staff will guide you if necessary. However, children who need special help can be taken into account.
3. How do lockers work? The lockers work with a €2 coin deposit. So take a coin with you or you can also exchange money for cash or a card at Serena’s ticket office or shop. You can get the €2 coin back from the locker. One cabinet is enough for 1-3 people, depending on the amount of goods.
4. Is there separate storage for valuables? Wallets, jewelry, cell phones and other valuables can be left in the shop safe if you wish. You can get the key from the store, daily rent €2.
5. Where can you leave large items that don’t fit in the lockers? You can leave them in the shop for storage, for example. Storage at your own risk.
6. Can strollers be taken into the changing rooms or pools? There is room for strollers in both the outdoor and indoor water parks, but please do not keep them in the changing rooms, where they can be in the way of other customers. Strollers can also be left in the rack next to the store.
7. Where is the lost & found? The found goods point is in the store. Please inquire about lost goods primarily via the lost property form or by emailing [email protected] and describe the lost item as precisely as possible (e.g. color, size, brand, other identifying marks). More detailed instructions for inquiries about found goods and pick-up instructions in the Found goods section.
8. Where is the information point? Serena’s shop serves as an information point.
9. Do you rent towels or swimsuits? There are no towels or swimsuits for rent at Serena. We recommend that you familiarize yourself with the selection of our store, which sells towels and various swimwear for women, men and children.
10. What saunas are there in Serena? The women’s and men’s side each have 2 saunas. There is also a common steam room with a wall separating the women’s and men’s side. The saunas are located in the sauna cave in the indoor water park. There are no saunas in the changing rooms.
11. Do you need a cloth to take with you to the sauna facilities? Disposable cloths are available in the sauna facilities.

Pools and waterslides

1. What pools and slides are there in Serena? Get to know the activities of the water park.
2. What are the restrictions on the slides and pools? The person using the slides & pools must always have sufficient swimming skills considering the challenge of the attraction. More detailed instructions can be found on the sign of each slide. In Half-Pipe, the maximum weight for 1-2 people is 140 kg in total. There are no other weight, height or age restrictions in Serena’s pools and slides. For small children, always take into account the depth of the pools.
3. How are the pools and slides open? The slides and the water park’s outdoor pools close 30 minutes before the park closes. The indoor pools close 15 minutes before the park closes. All maintenance work is usually done outside of opening hours, but Serena reserves the right to maintain slides and pools also during opening hours without prior notice if necessary. If one of our main activities is out of service for a longer period of time, it is announced in the section slides & activities.
4. What kind of swimwear is allowed? Serena must have a swimsuit intended for swimming. Swimming shorts can be worn, and also, for example, for health reasons, a more covering outfit made of swimsuit fabric can be worn. It is forbidden to wear other than swimming suits in the pools. Swimwear must not have zippers, rivets or anything that could scratch the water slides. Serena is not responsible for broken swimwear.
5. Does my child need a swim diaper? All children of diaper age must wear a diaper in the pools. Swim diapers can be purchased at Serena’s store.
6. Where can I find the water park rules? The rules are on our website and on the signs in the park.
7. What is the temperature of the pools? The water in the indoor water park Children’s pool and the jacuzzis is +32 °C. The temperature of the other pools is +28°C. The outdoor pools are also heated, although there are slight variations due to weather conditions. The water in the water slides of the outdoor park is slightly cooler.
8. Are the outdoor pools open during rain and storms? The outdoor pools and slides are open during the summer season whenever the park is open, rain or shine. When a thunderstorm approaches, the outdoor pools may have to be temporarily closed, but most of the time they can be opened quickly within the same day. Due to exceptionally strong winds, individual slides in the outdoor water park may have to be held closed, but this is very, very rare.
9. Can swimming toys be taken to swimming pools or slides? Swimming toys can be taken into the pools, but not into the slides or into the sauna facilities. Very large toys or mattresses are not allowed.
10. Where is the first aid station? The first aid point is at the main pool of the indoor water park.

Physical Disabilities

1. Assistants
   • The assistant of a paying client with a disability who needs individual support gets free entry to the park area and can go to the pools and activities with the assisted person free of charge. A disabled person must prove their need for an assistant with the EU Disability Card (with an A marking indicating the need for assistance).
     • Please take into account that in our ticket sales we do not make assessments of the customer’s state of health or the need for an assistant, but the need for an assistant must be proved as mentioned above. The customer must therefore have a disability card with them.
     • The EU Disability Card without an A marking does not entitle the assistant to free entry.
     • Also, a copy/photo of the disability card, an application letter, a medical diagnosis or any other similar statement does not entitle the assistant to free entry.
   • The prerequisite for an assistant permit is that the person being assisted has paid for the entrance ticket (wristband) or that they have another ticket product (e.g. season pass). As a general rule, an assistant permit can only be granted to one assistant of the assisted person.
   • As a general rule, the assistant must be of legal age. A minor can also act as an assistant on a case-by-case basis. The assistant must actually be able to act as an assistant.
   • A visually impaired person’s assistance dog can be brought to the water park. Otherwise, bringing animals to the water park is not allowed.
2. The Serena area has barrier-free entry and passage from one space to another. Please note, however, that the access to the pools and slides is via the stairs, so there is no wheelchair access.
3. Our premises have an accessible toilet. Disabled toilets can be found next to the restaurant Granina and next to the saunas.
4. How do the dressing rooms work? A shower chair is available in the changing rooms. A shower chair with wheels is also available upon request.
5. Our premises have clear signs. Our staff will give instructions if necessary.
6. Disabled parking is available near the main entrance. Disabled parking is free. The parking spaces are located on the road side of the entrance building.

Restaurants

1. What meal options are available at Serena? Check out general info about our restaurants .
2. Can you get vegan/vegetarian food at the restaurant? What about other special diets? Our restaurant offers options suitable for vegetarians and vegans. You can inquire about special diets in advance by emailing [email protected].
3. Can I eat my own snacks? You can eat your own snacks in the outdoor water park or in the picnic area of the indoor water park. Eating your own snacks in the changing rooms or other customer areas is prohibited. Bringing glass bottles into the water park area is prohibited. Customer seats in restaurants are reserved for restaurant customers.
4. What outfit can you wear to restaurants? No dress code, so you can come to all restaurant and cafes also in a swimsuit. During the winter season, the water park’s restaurant Granina also serves customers of the ski center.
5. Are there alcoholic beverages available? Alcoholic drinks are sold at the sales points of the outdoor and indoor water park.

Cottages

1. How do you rent the cottages? The easiest and cheapest way is to book directly from the online booking system. You can also inquire about cottages by phone or email. Check out more info about the cottages for rent. The cottage must be reserved no later than the day before the start of the reservation (online booking) or in a reservation made by e-mail no later than 14 days before the start of the reservation.
2. I booked a cottage, how do I get to the water park? Water park or ski lift tickets are included in the cottage rent on the days the water park is open. You can come to the water park right when the water park opens, you can get wristbands at the ticket office. The cabin rent includes water park tickets for the entire group staying in the cottage – for all days of stay. Or instead of the water park tickets, you can also go to the ski resort.
3. How can we move in and out of Serena’s premises? Those who have made a cottage reservation will receive a code via email. The code works for the cottage door and Serena’s vehicle gate for the duration of the reservation. The code will not work until the booking starts.
4. Where can I park the car? You can take the car to the cottage for the duration of the reservation. Before the reservation, the car must be parked in the public parking lot and after the reservation, it must be taken back outside the gates.

Other questions

1. Are the beach chairs for a fee? Beach chairs are free, please consider other customers.
2. How does parking work? Serena has free parking between October and May. In June-September, parking is charged €1/hour or €5/12 hours. Payment with coins, card or Easypark. Disabled parking is free all year round.
3. In which area can you smoke? There are smoking points in the outdoor area, which you can tell by the colorful ashtrays. Smoking is also allowed in some of the customer seats at the sales points of the outdoor water park. We hope to be considerate towards other customers, smoking only and only in designated smoking areas. The instructions also apply to e-cigarettes.
4. Is taking photos/videos allowed? You can photograph the members of your party. Attention other customers.
5. Can you bring animals into the park? Pets are not allowed in the park, with the exception of a visually impaired assistance dog. If agreed in advance, pets can be brought to Serena’s cottages by paying the pet fee according to the price list.

Ski resort

• To be updated soon.