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 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 the grotto can only be booked online.
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 advise however that the free toy they receive is suitable for all ages and is CE accredited 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.
Can I take a pram through?
Due to space and health and safety, prams are not permitted through Candy Cane Lane. 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.
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 subject to availability, see question one for info.
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 advise that you pre book to avoid disappointment, there is no guarantee that you will be able to visit Santa without booking beforehand.
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. We also have snow globes, baubles and key rings which are all priced separately and prices will be available upon exit.
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. Alternatively you can simply make a note of the booking name and booking reference number and bring this with you.
Why can't I add an extra adult to my booking afterwards?
Each time slot caters for 5 children and up to 10 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, Candy Cane Lane has wheelchair access.
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 so be sure to check
How long does the visit take?
You will be allocated a 15 minute slot upon booking your ticket and you will be called in to the experience individually as a family to meet Santa within this time slot. Families will be called in order of arrival. The total visit through Candy Cane Lane and visiting Santa will take approximately 6 minutes. We recommend allowing plenty of time before your allotted time slot for travel, parking, checking in and getting any refreshments as these cannot be taken into the experience.
Why do adults have to pay?
Candy Cane Lane 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! All paying adults will also be receiving a free hot drink voucher to redeem between Wednesday 2nd January and Thursday 28th February 2019 in any of the Pugh’s Coffee Shops. 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.
Are there discounts for school or group bookings?
We do offer certain arrangement's for school bookings. Please contact the Garden Centre for further information on 02920598118.
Will my child receive a gift?
Yes, if you have booked and paid for the child then Santa will give them a free toy take home. Santa has spoken to his elves and made sure that the toy they receive is suitable for all ages and is CE accredited.
With this booking will I avoid having to queue for the experience?
Yes. The longest you will have to wait to be called to visit Santa is 15 minutes. You will be allocated a 15 minute slot upon booking your ticket and you will be called in to the experience individually as a family to meet Santa within this time slot. Families will be called in order of arrival. There will be activities for children in our waiting area prior to being called. We recommend allowing plenty of time before your allotted time slot for travel, parking, checking in and getting any refreshments 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 in front of the grotto. Enter through the main shop floor and then head left.
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 grotto visitors 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.
Has your question not been answered? Call us on 02920 844446 for further enquiries. (Phone line available Mon-Sat 9.00am – 5.00pm and Sunday 10.30am – 4.00pm)