Santa's Grotto 2020 - Terms & Conditions

Below is our list of terms anf conditions for our 2020 Santa's Grotto experience. We would like to keep this years event as fun and exciting as we always have whilst keeping in line with the evolving changes being brought about by COVID-19. Please be aware that all of these procedures have been put in place to keep both visitors to our Grotto and our staff safe. Please make sure to read these carefully prior toyour visit to avoid any dissapointment.


Q. Do children need to be accompnaied by an adult?

A. Yes, all children attending the grotto will need to be accompanied by a responsible parent or carer. Adults are persons of age 16 or over.

Q. Does my baby need a ticket?

A. Yes, due to government COVID-19 guidelines, all persons entering the grotto area will need to be acounted for. Babies in arms (under 18 months) who do not require a present from Santa can attend for free, but will need a valid ticket booked in advance. 

Q. Do I receive a ticket in the post?

A. No, we do not send out any physical tickets. Your email confirmation will allow you entry into our grotto. Usually, just a name and address allows us to verify your booking. However, keep a copy of your email to hand just in case.

If you do not receive an email from us do please call us beforehand to avoid unnecessary delays.

Q. Can I cancel my booking for the Grotto?

A. Unfortunately, we cannot offer refunds and the tickets are non-transferable.

Q. What happens if I miss my slot?

A. Your time slot lasts for 30 minutes but if you are a little late we will endeavour to slot you in later in the day.

Q. Do you need to book?

A. All of our Grotto tickets are booked online, this enables us to monitor the traffic and keeps it running smoothly we would advise not to come without pre-booking first.

Q. Can I add additional people to my booking?

A. If you have booked less than the maximum group number of 5 people then you can add additional slots to your booking, but you will need to contact us on 01223 842777 and quote your order reference number. Our helpful team will then be able to assist you over the phone.

Q. Can we upgrade a baby ticket to a child if a present is desired after the walk-through experience?

A. Yes, please speak with a member of the grotto team during your visit for assistance with this or call us on 01223 842777 if you’d like to make the changes prior to your booked slot.

Q. Do we get a refund for tickets if government guidelines affect our ability to visit (i.e. second lockdown, less than current maximum number allowed in room together, etc.)?

A. We are keeping a watchful eye on all of the updating government guidelines and will contact any customers visiting if we feel their booking has been compromised in line with any changes.


What to expect when you arrive

Q. Do I need to queue when my time slot is booked?

A. At the Peak times, yes, but the timeslot you are allocated will normally be through the Grotto within 30minutes.

Q. Does my child /children go into Santa with other children?

A. No, Santa only sees one family at a time.

Q. How many adults can go into see Santa with the Child/Children?

A. A maximum of 4 adults for 1 child. A maximum of 5 tickets per family.

Q. Do you take photos?

A. No, we don’t take official photos for you but you may take as many as you like and the Elf’s are always on hand to take a family group photo.

Q. What do I need to bring with me?

A. Check your email confirmation from us which will have an order number on just make a note of it you do not need to print anything. We may check your address to confirm the order.

Q. Is the space suitable for wheelchair users?

A. Yes, there will be step free access and the experience will be designed to accommodate the additional requirements of wheelchair users.

Q. We are now isolating due to COVID-19, can we cancel our booking?

A. Yes – however you will need to contact us as soon as possible as we cannot cancel spaces less than 24 hours prior to pre-booked slot. 

Q. Do we have to enter the main store to visit the grotto?

A. The grotto experience can be entered via our outdoor plants area which doesn’t require entering the main store. However, the customer toilets and main exits are in the main store.

Q. Can two related groups go through the grotto together if booked for the same time slot?

A. No, each group can have a maximum of 5 people only. All individual groups will be required to go through the experience with only the people booked on their allotted slot to accommodate COVID-19 safety measures.


Things to do prior to arrival

Please make sure to check the date of your visit prior to arrival as we cannot accommodate additional bookings on fully booked days due to social distancing measures in place.

When making your booking, if your desired slot has less than 5 spaces available then please be aware that this is a system error following a prior booking. If you book these slots, then you will be offered an alternative booking time or your tickets will be cancelled.

Q. Are you running the Elf Express (Train) this year?

A. No. Due to social distance measures sanitising requirements, we unfortunately cannot operate the usual Elf Express experience in 2020. However, the new experience has been designed to accommodate the new healthy and safety requirements whilst keeping the magic of the Scotsdales grotto experience.