Frequently Asked Questions

1. Where is your Santa’s Grotto?

Our Grotto is located in the Shopping Village. It is not inside the Petting Farm.

2. How much is the Grotto?

The Grotto is £19.99 per child and £2.50 per adult. Babies under 6 months are free WITH a paying sibling, however they will not receive a gift.

3. Do these Grotto tickets include Petting Farm entrance?

No, Grotto tickets do not include Petting Farm entry. If you wold like to combine a visit to the Farm with your Grotto visit, then you will nedd to book Petting Farm tickets separatley via https://bookwhen.com/petting-farm-entrance, or clicking the link in the menu bar above.

4. 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 slot time. Please DOUBLE CHECK your slot time, 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. Bookings are non transferable and non refundaable,

5. My slot time is for 10 minutes, is that how long my booking will be?

The slot time 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 game and the time spent with the Elves and Santa to be a little bit more flexible. We ask that you arrive at the Grotto 5 minutes before your booking slot time 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.

6. The system is showing adult spaces available, but no child tickets. What does this mean?

The slot time is fully booked if there are no child tickets available. Every booking must have a paying child booked on.

7. 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 slot time. (Please triple check your date and time before making payment. You can resell your ticket privatley to a 3rd party however you must notify us via email of any ticket resales. Please email grotto@whiteelmgardencentre.co.uk – if you are privately selling your tickets.

8. What happens if the Grotto has to close?

We will provide a refund if the Grotto has to CLOSE due to exceptional circumstances.

9. Who needs tickets?

Every person attending the Grotto must have a ticket to allow us to control customer numbers. Each adult attending must have a ticket (£2.50 per person). 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, teenage children not wishing to receive a gift pay £2.50 each.

10. Can we take our own  photos?

Yes, please remeber your cameras/phones to take you own photos. You will have the opportunity to purchase our photos on the day.

11. 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 the Grotto.

12. Do we need to print our booking confirmation?

No, please just have your booking reference to hand when you arrive.

13. What happens if I am running late for my time slot?

If you are late for your allocated time or cannot make your session, unfortunatly we cannot offer a refund.

14. Do you provide SEN sessions?

We do not provide SEN specific sessions however, our quietest Grotto times are first thing in the morning (9am to 10am) and our first afternoon slots (1pm to 2pm).

If you have any further questions, please contact us via email at grotto@whiteelmgardencentre.couk