Terms and Conditions
Refund and Cancellation Policy
Online bookings are non-refundable. Please make sure you specify the correct date and time as alterations and changes can’t be made once you have booked and paid for your visit. If you are late then you will have to join the back of the standard queue.
What’s included in the Price?
Each child will receive an age appropriate wrapped present as well as the experience of meeting Santa.
Why can’t I book a time slot in the weekend?
Due to peaks in the demand for the grotto during the weekends, please come to the grotto directly. If you have any special requirements we recommend you visit on a weekday, however we are more than happy to assist you if you arrive on a weekend day.
Personal photography or recording of any kind is not allowed inside the Grotto. We have a professional photography team onsite who will offer the chance to purchase a photograph with no obligation to purchase.
When can I pre-book to visit Santa online?
Tickets are available 24 hours in advance of the time you would like to visit Santa.
Do you have to book online?
No. Pre-booking is not necessary as you can turn up on your preferred day and join the queue.
What do I need to bring with me on the day?
You will need to bring a print out of your confirmation email. If you can’t print this out then all you need is the adults name provided at the time of booking and the reference number.
I have not received my confirmation?
Please be sure to check your junk folder. Email confirmations can’t be re-sent so please ensure you put the correct email at the time of booking.
Can I book for more than four children?
If you want to book for more than four children you will need to book the next available slot after your booking for the additional children or select group booking.
Where do I go when I arrive at the Grotto?
There will be a queuing area for pre-booked visits which will be sign posted on your arrival.
Are we allowed to take pushchairs in?
Yes. Our doors are wide enough for most single pushchairs to fit through. If you aren’t able to fit your pushchair through then you will have to leave it outside the grotto with a responsible adult as we can’t be responsible or liable for any loss or damage.
How long before my allotted time should I arrive at the Grotto?
You should arrive 10 minutes before your time slot and walk straight to the pre-book queue entrance.
Does the grotto have suitable wheelchair access?
Our doors are wide enough for most wheelchairs to fit through. This should be mentioned in the special requirements box when purchasing the tickets so that we can notify our staff on the ground.
Have all staff been DBS checked?
Yes, all staff are DBS checked