Grotto FAQs and COVID policy

FAQs

What does the experience entail and how will we meet father Christmas this year? Guests will be able to explore the winter walkway before meeting Father Christmas in his tree-lined grotto. He will be waiting eagerly on his sleigh to find out what you would like for Christmas with his elf helper. Children will recieve a wrapped quality present from Santa to take home.

When does Santas Grotto open? The Grotto is open every weekend from the 25th November. All bookings are to be made online, all spaces are available for online booking, we don't have any appointments available to book by telephone this year.

When does Santas Grotto close? The Grotto closes on Saturday 23rd December 2023.

Will my child get to meet Santa? Yes but they will not be able to sit on his sleigh this year to ensure social distancing is maintained.

What age is the Grotto suitable for? This experience is suitable for children up to 11 years of age, but is really fun for all.

How much will my visit cost? Tickets cost £14.99 per child under 11years of age (including a quality present) and  £2.50 over the age of 11 (not including a present). Up to 2 adults can accompany the child/ren for free. The price of the ticket includes a booking fee.

How many tickets can I book at a time for the Grotto Visit? You can book up to 6 tickets online- 2 adults and 4 children or 1 adult and  5 children.

How many people can go in together? We are so pleased that we are able to open our Grotto experience this year but we must ensure the safety and wellbeing of our guests and staff. To enable the maximum amount of children to attend, we have restricted adults to 2 per group of 6. We are taking these measures to ensure our guests feel safe and to adhere to government guidlines.

Is there a charge for babies in arms under 12 months old? No, they are free if they are with a paying sibling and you do not want them to recieve a gift.

Why should I book in advance? We recommend that you pre-book your tickets online to avoid disappointment, if there are no tickets available online then we are unfortunately fully booked.

Do you offer refunds? We regret that we are unable to refund unwanted tickets. If the event cannot go ahead then guests will be refunded. If you are unwell then we will try to accommodate you another time, subject to availability.

Can we change the time/date of our booking? There is a link in the confirmation email that you will receive with your tickets that says manage my booking, you will be able to change time and date through this. Please note you will not be able to change your slot on the day of the booking, this must be done at lease 24 hours prior to the booking.

When should I arrive? We recommend that you arrive around 10 minutes before the start of your experience so that you can have a look at the magical winter scenes we have created on the way up to the walkway.

Where can I park? We have plenty of hard-standing parking on site adjacent to the entrance. All parking is free of charge.

Are there toilets and baby changing facilities? Yes we have toilets, a disabled toilet and baby changing facilities on site. 

Can we bring food and drink into the Grotto? No, we would ask that you refrain from eating and drinking please. We have a cafe onsite where food and drink can be purchased and consumed after your Grotto experience. 

Can I take photographs? Yes, you can take photos of the Grotto and walkway during your visit. 

Will my child recieve a gift? Yes, children up to 11 years of age will receive a quality wrapped present from Father Christmas and his elves. 

COVID Policy

You can book your Santa visit at Kingswood Christmas trees with confidence. The safety of our customers and collegues is of the utmost importance to us and we will continue to moitor and respond to the COVID 19 pandemic situation as it evolves.

Current measures we are putting in place for the comfort and reassurance of our guests and employees include:

• Limiting the number of tickets on sale within each time slot to allow guests more space.
• Reducing the necessity to queue.
• Hand sanitisation stations where appropriate. 
• Regular cleaning. 

Due to COVID some things may need to run a little differently or be cancelled at short notice. In the unlikely event that we need to close the Grotto you will be able to get a refund. 

On the day of your booking, if you or any of your party are experiencing any COVID symptoms including a high temperature, a new continuous cough or loss or change to your sense of smell or taste, we ask that you do not attend for the safety other guests.

Do I have to wear a face covering?   Face coverings are advised but in line with government guidance at the time of writing are not compulsory. If this changes we will have to ask our guests to comply with government regulation.

Will the staff be wear face coverings? Yes all staff will be wearing a face covering and will be stationed at a safe distance from guests. We will respond to any changes to government guidelines.

What if I am unwell and unable to attend on the day of my booking? We are unable to refund tickets for non- attendance but if you are unwell on the day we will try to accommodate you another time, subject to availability.