What is the event this year and do we get to meet Santa? This year, Bluewater is hosting a brand-new enchanting experience ‘Believe – Santa’s Magical Grotto’. Our Santa experience has had a magical makeover for 2023 with a new story, theming, and family activities but, most importantly, each family will still get to meet Santa. As part of the experience, children will be able to decorate their own delicious Christmas gingerbread treat (allergies catered for) and receive a wrapped gift of an age-appropriate book to take home.
Will my child receive a gift? Yes, all children will receive a wrapped gift to take home – it is an age-appropriate book.
When does the grotto open? The grotto opens on Friday 1st December and closes on Sunday 24th December. During this period the grotto is closed Mon 4th Dec, Tues 5th Dec, Mon 11th Dec, and Tues 12th Dec.
When does the grotto close? The grotto closes on Christmas Eve, Sunday 24th December 2023. The final session will start at 3.30pm.
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 £15.00 per child (including a gift per child) and £6 per adult. A booking fee applies per ticket purchased – this is £1.50 per child ticket and 60p per adult ticket.
Is there a charge for babes in arms under 12 months old? If you are bringing a baby on their own or want your baby to receive a gift, you will need to pay the full child price. Babes in arms under 12 months old accompanying a paying sibling who do not want to receive a gift are free of charge and do not require a ticket.
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.
How long does the experience last? You will be about 30 minutes moving through the experience.
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 2nd, Sunday 3rd and Wednesday 13th December and are highlighted in blue on the calendar and blue when you look at the timeslots. 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.
Do you offer carers tickets? We offer registered carers one free ticket for each paying child visitor who requires care. To make a booking that requires a free carer please email our customer service team tickets@eskimojoevents.co.uk. Proof of entitlement will be required to be shown on entry to the grotto.
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. 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 Bluewater’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 located inside the centre, on the Lower Rose Gallery opposite Superdrug with the nearest car park being The Rose Gallery (green) car park.
Where can I park? Bluewater has several surrounding car parks that can be used during the event; for the closest car park look for The Rose Gallery (green) car park. Disabled and parent and child parking is available adjacent to the entrance. All parking is free of charge.
Are there toilets and baby change facilities? The nearest toilets and baby change facilities can be found in The Upper Rose Gallery welcome hall and in The Winter Garden food court.
Is there somewhere to leave buggies? There is an area to park your buggy within the experience. 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? In order to keep Believe full of magic and surprises for all our guests, we do not allow photography or videography in Santa’s room, however your magical meeting 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.
You may take photos of your family in the first room before you meet Santa, but we ask that you do not take photos off members of staff or other guests.
Have all staff been security checked according to government guidelines? Yes, all staff are checked to the relevant level for this experience.
