UNFORTUNATELY SANTA'S GROTTO 2021 IS NOW COMPLETELY SOLD OUT
Santa's Grotto frequently asked questions
Where is your Santa’s Grotto?
Our Grotto is located in the Shopping Village. It is not inside the Petting Farm, therefore these Grotto tickets do not include Petting Farm entry. If you would like to combine a visit to the Farm with your Grotto visit, then you will need to book Petting Farm tickets separately via https://bookwhen.com/petting-farm-entrance. We advise booking these early to avoid disappointment as numbers are still restricted.
Do I have to book a time slot to visit the Grotto?
Yes, you will need to select a date and time slot. We have a restricted number of children allowed per each time slot. Please double check your time slot, booking date and personal details before making payment. We have a large amount of dates and times available so it is easy to select the wrong dates whilst scrolling down the list.
My time slot is for 15 minutes, is that how long my booking will be?
The time slot allows for a certain number of children to arrive and enter the Grotto and then go in to visit Santa. Although you have a time slot, you still may have a small queue to wait in as we are unable to provide exact times for each customer. This allows the time spent looking at the Grotto scenes, taking part in the Grotto games and the time spent with Santa to be a little bit more flexible. We ask that you arrive at the Grotto 5 minutes before your booking time slot with your reference number handy. (Please do not arrive any earlier than this as you will not be allowed to join the queue). If you do not arrive at your booking time, you may not be able to visit Santa, please make sure you arrive promptly.
Can I get a refund or make a change to my booking?
Unfortunately our tickets for Santa’s Grotto are NON REFUNDABLE and NON TRANSFERABLE to another time or date, so please make sure you are certain you are able to attend before booking your time slot. THIS INCLUDES IF YOU HAVE COVID SYMPTOMS OR HAVING TO SELF ISOLATE. You can resell your ticket to a 3rd party.
What happens if the legislation changes and the Grotto has to close?
We will provide a refund if the Grotto has to CLOSE due to COVID or exceptional circumstances. Due to the current pandemic, we reserve the right to cancel at short notice. If legislation changes which means we have to alter our Grotto but we can still remain open, then no refund will be offered. We really do advise that families do not mention the Grotto to children until the last minute. We will do everything in our power to provide this event, but the uncertainty of COVID and potential guidelines could mean the Grotto has to close.
Is your Grotto operating any COVID safety procedures?
Hand sanitiser stations will be available throughout the Grotto and we ask that you keep a distance from other customers when inside the Grotto. Please also keep your distance from Santa and our Elves where possible. Please can children and families remain behind Santa’s table whilst in his lounge. No more than 8 people in Santa’s lounge at one time.
Do adults and babies also need tickets?
Every person attending the Grotto must have a ticket to allow us to control customer numbers. Each child (£12.99 per ticket) and adult (£2 per person) attending must have a ticket. Babies under 6 months are free with a PAYING SIBLING but will not receive a gift. Babies over 6 months old and babies under 6 months without a paying sibling will need a child ticket to enter the grotto.
Can we take our own photos?
Yes, please remember your cameras/phones to take your own photos. We do not provide photos.
Can we bring our pushchair inside the Grotto?
Yes, single prams can be walked round the Grotto, however double buggies are too large and should be left outside of the Grotto.
If you have any further questions, please contact us via Email at [email protected]