What is the event this year and do we get to meet Santa?  This year, Westgate is hosting ‘Believe - Santa’s Magical Reindeer Grotto’ – children will be entertained by our very special reindeer puppet Norbert, they’ll make reindeer food in readiness for Christmas Eve, and they’ll have a one to one with Santa! All children will receive a wrapped gift of an age-appropriate book to take home.

When does the grotto open? The grotto opens on Friday 26th November and closes on 24th December.  During this period the grotto is closed Mon 29th Nov, Tues 30th Nov, Mon 6th Dec, Tues 7th Dec, Mon 13th Dec and Tues 14th Dec.

When does the grotto close? The grotto closes on Christmas Eve, Thursday 24th December 2021. The final session will start at 4.30pm.

Will my child get to meet Santa? Yes, each family group will have an individual meet with Santa.

What age is the grotto suitable for? The grotto is suitable for children aged 18 months to 10 years, but it really is fun for all!

How much will my visit cost? Tickets to the grotto cost £12.00 per child (including a gift per child) and £5 per adult.  A booking fee applies per ticket purchased – this is £1.20 per child ticket and 50p per adult ticket.

Do I need to wear a face covering when visiting the grotto?

In line with current Government guidance and for the safety of all, adults and children over the age of 11 must wear a face covering, unless exempt.

Is there a charge for babes in arms under 12 months old? No, they are free if they are with a paying sibling and you do not want them to receive a gift.  If you are just bringing a baby, you will need to pay the full child price.

Why do I have to pay a booking fee? The booking fee covers the cost to issue your tickets and the Customer Service relating to the grotto.

Are there any dedicated inclusive sessions available? Yes ‘Inclusive Relaxed Sessions’ are available for any families with special needs – the sessions are adapted in a variety of ways, including a more relaxed attitude to noise and lighting effects, in order to reduce anxiety and ensure a safe, enjoyable visit. During an ‘Inclusive Relaxed Session’ our team will try to help everyone feel comfortable enough to talk, sing, dance and even shout out at any point during the experience.

The sessions are on Saturday 4th, Sunday 5th and Wednesday 15th December and are highlighted in green when you select your timeslot.  If you require further information please email tickets@eskimojoevents.co.uk.  If you are unable to attend one of these sessions then we recommend booking a weekday or earlier times at the weekend. Please ensure that you complete the special requirements section in the booking process and we will try to accommodate you wherever possible. Please note that it will not be possible to reduce noise and lighting effects in open sessions and the experience may well be quite busy at peak times. 

Can I book a special needs group and school party visits? Please email tickets@eskimojoevents.co.uk to discuss your visit and special requirements. 

Why should I book in advance? We recommend that you pre-book your tickets to avoid disappointment, availability is not guaranteed.

Will I receive a ticket once I have booked? Yes, you will be emailed an e-ticket, you can either print your ticket or show it on your mobile phone at the entrance to the experience. For tickets booked at the event box office for the same day you will receive a printed ticket.

Do you offer refunds? We regret that we are unable to refund unwanted tickets. If the event cannot go ahead, then guests will be refunded or they can transfer their ticket to the following year.  If you are unwell then we will try to accommodate you another time, subject to availability.

Can we change the time/date of our booking? In special circumstances, our staff are able to change the time/date to any other available slot but it is advised you ensure your date and time are correct at time of purchase.  Please note that changes cannot be made by Westgate’s Reception team, please contact tickets@eskimojoevents.co.uk 

When should I arrive? We recommend that you arrive at the event no earlier than 5 minutes before your pre-booked time slot.

Where is the grotto located? The grotto is in Leiden Square.

Where can I park? Westgate has an underground car park across two floors.  Westgate car park can be full at busy times, so please allow plenty of time.  If the Westgate car park is full, there are alternative car parks available in Oxford city centre.

Are there toilets and baby change facilities? The nearest toilets and baby change facilities can be found in Westgate Social on the lower ground floor.

Is there somewhere to leave buggies? There is an area to park your buggy at the event space. Buggies are left at the owner’s risk.

Is there access for wheelchairs? There is full disability access throughout the Believe experience.

Can we bring food and drink into the experience? No, we would ask that you refrain from eating and drinking please. 

Can we take our own photographs with Santa? No, but your magical moment will be captured with professional photography and a memento will be available to purchase including glitter globes, frames and Christmas baubles at the end of the experience.

Will my child receive a gift? Yes, all children will receive a wrapped gift to take home – it is an age-appropriate book.

Have all staff been security checked according to government guidelines? Yes, all staff are checked to the relevant level for this experience.