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Are you visiting Santa's Grotto?

Read our important terms and conditions below.

  • The grotto experience includes fun activities for children, a magical Christmas tree, a photo opportunity with Santa and an age-appropriate gift. Gifts will not be wrapped. This allows children to choose their own present and avoid disappointment. The Grotto Experience can last between 8-15 minutes, depending on number of guests and the needs of each group. 

  • Six child tickets are available per time slot. If your booking is not for 6 children, you may have another group share the activities with you, however your audience with Santa will be private. 

  • If you would like to have a completely private grotto experience, please book all six tickets available. If six tickets are not available, this means some have already sold for the time slot in question and another time slot will need to be chosen. If you require more than 6 tickets, please book sequential time slots. 

  • All child bookings must be accompanied by at least one adult. 

  • If children under 2 would like to receive a gift from Santa, they will have to pay for a child ticket.  

  • Please arrive at the grotto at least 5 minutes before your booking. There may be a small wait after the Elf has checked you in before entering the Grotto. Please make sure you join the ‘pre-booked tickets’ queue not the ‘non-booked tickets’ queue.  

 

  • If you are late for your booking, you may be added to the ‘non-booked visitors’ queue. 

 

  • While tickets are available to purchase on the day, if you do not have a booking then you will be subject to waiting for free slots between ticket holders and it is advised that all tickets are purchased in advance for selected time slots. 

 

  • Please be aware that due to the nature of the Grotto wheelchair and pushchair access is limited to the final section of the Grotto.  Please let a member of the team know if you need special access when you arrive.   

 

  • If you have any special requests regarding access or questions about the experience, please email us on cs@capitalgardens.co.uk.

 

  • Cancellations: Up to 24hrs before your event, you can cancel for a full refund. Refunds cannot be processed within 24hrs of the booking. 

 

  • We reserve the right to cancel the event for reasons beyond our control and will make every attempt to contact you to reschedule or refund your visit. Should your event be refunded we will refund 100% of the price you have paid only.

 

  • In the unlikely event that we have to cancel your visit to Santa’s Grotto we may contact you by telephone or email to look at option so we can rearrange your visit.

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