ICE SKATING FAQs

How much do ice skating tickets cost?

Peak Adult £10.50

Off-peak Adult £9.50

Peak Child £8 (Under 12 Years Old)

Off-peak Child £6.50 (Under 12 Years Old)

What are the peak and off peak times?

PEAK

Every weekend

Every session after 13th December

OFF PEAK

Weekdays from 18th November – 13th December 12pm – 5.30pm

How early should I arrive before my skating slot?

Please arrive 20 minutes before your session. We are expecting it to be very busy, so to ensure you receive your full 45 minutes on the ice, you need to allow plenty of time to collect your skates and allow time for fitting. If you have pre-booked your skating tickets online, you can take them straight to the skate exchange.

How long do I get to skate for?

Each skating session lasts 45 minutes.

How long will I have to queue?

Queueing time will depend on how busy the ice rink is at the time. Naturally, you will expect to queue for longer during weekends and the school holidays. The staff will be working their hardest to ensure you are dealt with promptly.

What should I wear / bring with me?

You should bring gloves, wear thick socks and a change of clothing in case you get wet.

Do you have first aid on site if I have an accident while I am skating?

There will be a medic available at all times.

Can we reserve our skates?

You do not need to reserve skates; you can collect them from skate exchange when you arrive.

What size skates do you have?

Our skates come in sizes 8 – 2 for children, and 3 – 15 for adults. In the unlikely event that we do not have your size for your session, we will offer you an alternative time. For children with shoes smaller than an 8, our adjustable over the shoe skate will fit most children down to the smallest sizes.

Do I pay extra for skates?

Skate hire is included in the ticket price.

Can I bring my own skates?

Yes, you can bring your own skates but there will be no reduction in cost.

Can I wear my boots or street shoes on the ice?

No. All persons must be wearing skates at all times while on the ice, even if assisting young children.

WEATHER

Can you skate in the rain?

The rink can operate in nearly all weather conditions. This is an outdoor event and no refunds will be given due to inclement weather. In the unlikely event that the Ice Rink Manager deems it necessary to close the ice rink for safety reasons, alternative sessions will be offered for skating (subject to availability). Surface water on the ice rink will not affect skating, although you may feel damp if you fall over!

Will sessions be cancelled in bad weather?

The rink operates in most weather conditions. Please bring suitable outdoor clothes as you may get wet. This is an outdoor event and no refunds will be given due to bad weather. In the unlikely event that the ice rink has to close, skaters will be offered an alternative session.

If the weather is really bad, how do I know if the ice rink is open?

The contact telephone number for the ice rink is 0117 9044155

What happens if a session is cancelled?

In the unlikely event that we have to cancel a session or close, skaters will be offered an alternative session.

When is the ice checked to ensure it is safe?

The ice is checked prior and during every session and where appropriate the ice resurfacing machine will be deployed. It must be noted the resurfacer does not have the ability to collect water. All resurfacer drivers have undertaken training by an authorised trainer.

If the ice is wet is it still safe?

The Winter Wonderland is an open air ice rink and we will stay open in nearly all weathers, however in poor weather conditions the ice surface may become wet. The Winter Wonderland ice rink is run by professional ice technicians and will remain open in all weathers whilst it is safe to do so. All skaters skate at their own risk.

Will the rink stay open if it is raining or windy?

The Winter Wonderland is an outdoor rink and stays open in most weather conditions, including rain, although in the event of high winds we may choose to temporarily suspend skating.

SKATE AIDS

Are we able to hire the seal skate aids?

The skate aids cannot be reserved in advance, but are available on the day on a strictly first come first served basis, at a cost of £5 per seal. You can purchase them at the Winter Wonderland Ticket Office. If you feel that you will be unable to participate without the use of a skate aid, and are buying tickets on the day, please check availability from the Box Office before you book your tickets, as refunds will not be offered.

Is there an age limit for skate aids?

Yes, these are for younger skaters aged 8 and under. They are designed for novice skaters to help them make their first steps memorable ones. The child can of course be pushed on the skate aid, but they are not designed to be exclusively push along rides.  Skate aids are not recommended for use by toddlers and babies whose feet do not reach the floor when sitting on the aid and they may be removed by a steward if it is felt that the child is in danger, without refund. Inappropriate use of a skate aid may result in it being removed or the skater being ejected from the ice without refund.

I am in a wheelchair – how do I book a slot?

Wheelchair users are very much welcomed. Please email the helpdesk at tickets@eskimojoevents.co.uk  to discuss your requirements and our team will be pleased to help. Normal off peak / peak charges will apply and your carer will go for free. If you have a wheelchair group, and the team will be pleased to help.

All-new IceByk®.

An ice bicycle attraction made for both adults and children, feel the crisp winter wind on your face as you cruise round the ice track. Tickets are £5 and can be purchased from the ticket office on the day, subject to availability.

Santa’s Grotto FAQs

How much do tickets cost?

Peak child £8.50

Off peak child £5

Up to 2 accompanying adults free

Additional adults £1 each (maximum of 2 additional adults per booking)

What are the peak and off peak times?

PEAK

Every weekend

Every session after 13th December

OFF PEAK

Weekdays from 18th November – 13th December 12pm – 5.30pm

 

How long before my allotted time should I arrive at The Ice Castle?

You should arrive 5 minutes before your time slot and walk straight to the Ice Castle entrance.

How long will the visit with Santa last?

Every session lasts approximately 10-20minutes with each session starting promptly. Please arrive early to check into your session, especially during busy periods when traffic and parking can be extremely busy.

Will Santa give away a toy?

Santa will be giving away a beautiful gift to all children who have purchased an Ice Castle ticket. This gift will suit all ages and abide by CE standards

How many tickets can I book at a time for the Ice Castle?

You may book up to 4 children with two free adults to accompany them. Additional adult tickets may be purchased for £1 each. Larger groups will need to be booked through the call centre, please email them at tickets@eskimojoevents.co.uk to make your booking.

How long will I have to queue at The Ice Castle?

If you arrive with your ticket (5mins before your slot) you will enter The Ice Castle walkway where you will be greeted by an Ice Guard and you will begin your Ice Castle experience.

How many children can see Santa at once?

4 children can visit Santa at once with up to 2 accompanying adults.

Will my child have a one to one visit or a group visit?

Your child will have a one to one visit with you or the group that you have attended the Ice Castle with.

Will Santa be made aware of my child’s additional needs and act accordingly if necessary?

Yes, if you enter the details of your child’s additional needs when booking your tickets, our staff will be made aware.

Will a photo be taken of my child’s visit?

Yes, a photograph will be taken during the visit with Santa. Your child’s photo can be purchased in the following photo media:

Single Items

6 x 8 photo £6.00

6 x 8 Photo in a Folder with the online URL £10.00

Key ring £6.00

Magnet £6.00

Bauble £9.00

Glitter Frame £12.00

Photo Book £12.00

Packages:

Classic Bundle

Folder, Digital Image, Key Ring, Magnet £20.00 (any combination of 3 items)

Premium Bundle

Glitter Book and Photo Book £20.00

Extra Bundle

Folder, Digital Image, Key Ring, Magnet and Bauble £25.00

 

Am I able to re-order my photo during the event?

Unfortunately, photos can only be purchased as part of the event. Photos and merchandise must be paid for on the day of the event, photos will not be kept on file and are deleted after 48 hours.

Can I take photos inside the Ice Castle?

Santa is notoriously camera shy, so there is no guest photography permitted inside the castle.

Is the experience suitable for babies?
Yes, the experience is suitable for all ages with plenty of visual elements and wonderful performers who will engage with each and every child. Babes in arms will need to be carried through the experience before going in to meet Santa.

Do I need a ticket for a baby? 
If you are bringing a baby on its own or would like your baby to receive the full grotto experience including the photo gift then you will need to purchase a ticket. If you have a babe in arms who is accompanying other paying children and you do not expect a gift for them, then they are free of charge.


Can I change my booked session time? 
Session times can be changed up to 7 days in advance of your booked date, subject to availability. Please contact the call centre at tickets@eskimojoevents.co.uk to arrange a new slot. 

Refunds are not offered unless in exceptional circumstances.


Is the experience wheelchair friendly? 
Yes, the experience is wheelchair friendly, there is a Special Requirements section within the booking process where you can advise us of specific needs.

Can we bring food and drink into the experience?

No. We would ask that your refrain from eating and drinking inside experience please.

What is the refund policy?

Tickets are non-refundable. We will allow changes to be made to your booking up to 7 days In advance of your visit (subject to availability) please contact the call centre at tickets@eskimojoevents.co.uk to make any changes.


If you are late for your allocated time or cannot make your session for any reason unfortunately we cannot offer a refund or alternative session. If we find it necessary to close the experience for any reason we will offer you a full refund or the option to book an alternative session (subject to availability).

How will I receive my tickets?
Tickets will be sent via email as part of the order confirmation.


Do I need to print my tickets?
No, you can just present your ticket on your smart phone or you can print your ticket on your home printer and bring it with you if you do not have a smart phone.


I forgot to buy a ticket for a member of my family, can they be squeezed in on the day? 
Please check online prior to your arrival to see if there are restrictions on tickets available for your session. If not, unfortunately due to health and safety, we have to restrict the number of customers that enter the experience at any one time therefore we cannot admit additional customers.

Gifts and photos
If your gift is broken or damaged please let us know within 48 hours and we will provide a replacement gift.
Please check all photo products before you leave the experience to check you are happy with the layout. Photos and merchandise must be paid for on the day of the event, photos will not be kept on file and are deleted after 48 hours. Refunds will only be available for faulty goods.