When will Santa be in his grotto? The experience opens on Saturday 22nd November until Wednesday 24th December
When do Santa and his elves finish for the year? The experience closes at 4:00pm on Christmas Eve 24th December. The final session will start at 3:15pm
Is there a charge for babies in arms under 12 months old? Babies under one, who are accompanied by a full paying sibling and who do not require a present do not require a ticket. Babies who are not accompanied by a sibling are charged at full child price and will receive a gift.
My child has food allergies - what ingredients have been used? The craft activity involves decorating a gingerbread biscuit – please see ingredients and allergens below - If your child has a food allergy and you have not already indicated in the 'Special Needs' box in the booking process, please inform a member of staff as you enter the experience as we do have an alternative activity.
Ingredients: WHEAT Flour (with added calcium, iron, niacin, thiamine), Sugar, Partially Inverted Sugar Syrup, Vegetable Oils (Palm, Rapeseed, Sunflower), Ginger Powder, Raising Agent (Sodium Carbonates).
Allergy Advice: For allergens, including cereals containing gluten, see ingredients in BOLD. Also, may contain egg, milk, nuts and soya.
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 29th November, Sunday 30th November and Wednesday 3rd December and are highlighted in light blue 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.
Do you offer carers tickets? We offer registered carers one free ticket for each paying child who requires care. Please make your booking online for the date and time required. Once you receive your booking confirmation please email the customer service team at tickets@eskimojoevents.co.uk stating your booking reference number and attach your proof of entitlement eg. Disability Living Allowance (DLA). Once this has been reviewed we will process a refund for the adult ticket on your booking.
Why should I book in advance? We recommend that you pre-book your tickets to avoid disappointment. We anticipate there will be tickets available for some slots on the day, but these will be sold on a first come, first served basis and demand will be high at peak times.
If I choose not to book in advance, how can I obtain a ticket? If you choose not to book in advance, it may be possible to purchase a ticket on the day at the grotto box office however, availability is not guaranteed. The box office is situated at the grotto.
Will I receive a ticket once I have booked? Yes, you will be emailed an e-ticket if you book in advance via the box office or website. You can either print your ticket or show it on your mobile phone at the entrance to the grotto. For tickets booked at the box office for the same day you will receive a printed ticket.
Are tickets refundable? No. However, you may be able to amend your booking, subject to availability, up to 48 hours before the event but the tickets are non-refundable.
Can I book a special needs group and school party visits? We welcome pre-booked parties. Please email our call centre at tickets@eskimojoevents.co.uk to discuss your visit and special requirements.
When should I arrive? We recommend that you arrive at the event approximately 10 minutes before your pre-booked time slot.
Is there somewhere to put buggies? There is an area to park your buggy outside the grotto.
Is there access for wheelchairs? There is full disability access throughout the grotto experience.
Can we bring food and drink into the Experience? No. We would ask that you refrain from eating and drinking please.
Will there be a professional photograph with Santa? Yes, 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.
