How do I change my Booking?
To make amendments to your booking, go back to the website and enter in your booking reference number and the email address you used to make the booking. Select amend booking and select from the remaining dates and times.
Can I book over the phone?
Tickets to visit Santa can only be booked online through the dedicated booking system which can be accessed by clicking here.
Do I have to pay for my baby?
If your child is under 6 months and doesn't require a toy then they can go in for free. We do however have toys that cater for 0+ available so it is at your discretion as to whether you would like them to have one. We also note that the experience is extremely sensory for even the youngest of Santa's helpers! Please be aware that for safety reasons, adults alone are unable to book a ticket without paying for an accompanying child so if your baby is the only child in your booking then you will have to pay for them.
Can I take a pram through?
Due to space and health and safety, prams are not permitted through The Magic of Christmas experience. We suggest that all babies who need carrying are brought in a carrier to enjoy the experience fully. We do have a space for you to leave a pram however advise not to leave any valuables with or inside the unattended pram/buggy.
Are there any effects used within the grotto?
Yes, our grotto experience involves light effects, sound effects and smoke effects.
If I cancel my booking do I get a refund?
Regrettably not, you can however amend the date and time of the booking if done so at least 24 hours before and subject to availability (see question one for more details).
Can I amend the names on the booking?
We cannot change names on the booking prior to your visit, only dates and times. However, if you speak to one of our team on arrival they will be able to make a note for Santa to say a different name if necessary.
I have forgotten or lost my booking reference, what shall I do?
An email will be sent to you which includes your booking reference number so first try and relocate this (Check your junk folder and deleted folders). If you still can't locate it then you can phone us on 02920 844446 and we can help you.
Can I just turn up on the day and book?
We do not allocate space for walk-in visits and due to overall high demand we do not advise that you risk disappointment by turning up without booking as we cannot guarantee that there will be spaces left.
Do I have to print the ticket from the email?
If for whatever reason you are unable to print your ticket then you may show it on your smart phone when you check in, or show your text reminder.
Can I take my own photos?
You are welcome to take as many photos as you want throughout the experience, however you will have a professional photograph taken with Santa which will be available for you to purchase at an extra cost of £7. We also have snow globes, baubles and key rings which are all priced separately and prices will be available in the Toy Shop.
Why can't I add an extra adult to my booking afterwards?
Each time slot caters for 6 children and up to 15 adults. Please be aware that once the slots for children are filled, no more adults can be added on an additional booking. This is because our system will not allow an adult to make a booking alone without paying for a child ticket and this is to ensure the safety of little ones. Please make sure that all grandparents, aunties, uncles are included in the same booking so they don't miss out!
Is there disabled access?
Yes, The Magic of Christmas is accessible for wheelchair users.
Is this event ASD (Autism Spectrum Disorder) friendly?
We offer quiet time slots for children with ASD on Monday the 3rd, Tuesday the 4th, Monday 10th and Tuesday 11th December. Evening slots on these dates are depending on availability. Weekend slots during 17th/18th and 24th/25th November are also available subject to availability. Please email any requests to firstname.lastname@example.org
What is the last ticket time? And does the grotto stay open the same opening hours as the Garden Centre?
The last grotto entry takes place 40 minutes before the Garden Centre closes. The last ticket time varies depending on the day you book because closing times vary; some days we are open late nights up to 8 p.m so please check what time slots are available when you book.
How long does the visit take?
The Magic of Christmas walk-through experience, complete with meeting Santa, is 30 minutes. We recommend arriving in plenty of time before your allotted entry time to allow for parking, checking in and enjoying refreshments as these cannot be taken into the grotto.
Why do adults have to pay?
The Magic of Christmas is a treat for the whole family! We have worked hard over the years to ensure that our grotto is magical enough that it can be enjoyed by all ages and we have been awarded each year in 'The Greatest Christmas Awards' for our efforts. Also, this year, we are pledging to raise £12,000 for Bobath Cymru. By visiting Santa you will be supporting little lives and will have donated towards this total.
Here is what a previous grown-up visitor had to say:
"It's very rare nowadays to attend a visit to Santa being an adult and to come out filled with the magical joy and wonder of Christmas! A beautiful trip to Santa through a magical forest and the best Santa I have ever met. Stunningly beautiful experience and I can say with utmost certainty that I will never take my kids or my nieces and nephews anywhere else!"
Do you accommodate large group bookings?
Yes we can accommodate group bookings subject to availability Monday-Friday. Group bookings can be arranged by calling 02920 844446. Large group bookings cannot be pre-booked on weekends in December.
Are there discounts for school bookings?
There is no discount for children’s tickets within school bookings when the whole experience (free toy etc) is required, however teachers/helpers do come along for free. There is a packed lunch area option which can accommodate 30 children at a time which will be required for larger groups– please specify if you will require this when making your booking.
Will my child receive a free gift?
Yes, if you have booked and paid for the child then they will receive a surprise gift within the experience plus Santa will give them a toy token which can be redeemed at our Toy Shop in store where your child can choose a toy to take home. Santa has spoken to his elves and made sure that there are toys suitable for all ages from 0 upwards!
With this booking will I avoid having to queue for the experience?
Yes. You will enter The Magic of Christmas experience at the time slot noted on your booking along with other customers who have booked for this time and you are all guaranteed to see Santa. Our system is set up to avoid queues however you are advised to arrive in plenty of time (around 20+ minutes before your allotted time) to allow for parking, checking in and getting refreshments before your visit, as these cannot be taken into the experience. Unfortunately, if you arrive later than your allotted time, you may not be able to attend your visit.
If my child is unwell on the day of visit may I change to another day or have a refund?
It is regrettable but no changes can be made at a late stage and no refunds can be given. (The same as a Theatre/Cinema or Panto booking.)
If I cannot take my children for whatever reason can my adult friend/neighbour?
This is fine for you to arrange as long as the number of children and adults in your booking is not affected. Please make staff aware of this when you check in and give the new names.
Where do I go to check in?
The check-in area is located at the back of our outdoor plant area, at the entrance to The Magic of Christmas experience. There will be signs for you to follow as you enter the Garden Centre.
What happens if I miss my time slot e.g. in the event of severe weather?
If our centre is still open and the Christmas event is still running then we are afraid tickets are not refundable in the event of a missed time slot. If you are late, as a gesture of good will we will always endeavour to try and help you however our grotto is exceptionally popular and we rarely have spaces free. On these particularly busy days we unfortunately cannot guarantee that we can reschedule your visit and this is due to space limitations which we implement for the health and safety of your children. Therefore we STRONGLY advise allowing yourself plenty of time to travel to and park at the garden centre. The only time that tickets will be refundable is if the garden centre itself is closed.
Is there lots of car parking?
We do have free car parking available on-site however we advise that this is an extremely busy period at the Garden Centre for both those visiting Santa and general Garden Centre customers. Therefore we suggest if visiting in a group that you try and car share and it is essential to allow yourselves extra time to park before your allotted time to visit Santa to avoid late running as you may be unable to visit if you miss your time slot.
Has your question not been answered? Call us on 02920 844446 for further enquiries. (Phone line available from Monday 8th October, Monday-Saturday 9.00am–5.00pm and Sunday 10.30am-4.00pm