Please do have a read through the FAQs before emailing Sam with queries thank you
About the Experience
How long does the experience last?
Session lengths vary depending on the event selected. Please allow approximately 30 minutes for Meet Father Christmas and longer for our Classic Grotto and Crime experiences. Exact timings will be confirmed closer to the event.
Are presents age appropriate?
Yes. All gifts are carefully selected to be age appropriate. For most sessions, children choose their own present from a curated selection. Children under 3 receive an allocated gift.
Do adults receive presents?
Adults receive a gift in our Classic Grotto and Crime sessions. The Under 5 session is designed specifically for young children and adult gifts are not included in this session.
Can I personalise my visit?
Yes. Please visit our “Personalising Your Visit” page for full details and submission deadlines.
Age & Suitability
What are the age limits for each session?
Meet Father Christmas – Maximum age 5 Classic Grotto – Maximum age 12 (Under 3s before 6pm only) The Curious Case of the Christmas Crumbs – Minimum age 7 A Very Crimson Christmas – Minimum age 10 (8–9 at parental discretion. At least one child aged 10+ in each group)
Please ensure you select a session appropriate for the ages within your group.
Tickets & Group Bookings
Are tickets per person or per group?
Tickets are sold per private time slot and admit up to 4 or 6 guests, depending on the ticket selected. The time slot is reserved exclusively for your group, regardless of how many guests attend.
Do babies count towards the group total?
Yes. All guests, including babies and carers, are included within the group total for safety and capacity reasons.
Can I add guests to my booking?
If your group increases from 4 to 5 or 6 guests, please contact us in advance to arrange an upgrade (subject to availability). Group capacity cannot exceed 6 guests per time slot. Additional guests cannot be accommodated on arrival without a confirmed upgrade.
What if my group is larger than 6?
Each time slot admits a maximum of 6 guests. If your group consists of 7 or 8 guests, you will need to book two consecutive 4-person group tickets. We are unable to exceed 6 guests within a single time slot.
Are tickets refundable?
Tickets are non-refundable unless Refund Protection is purchased at the time of booking. Refund Protection cannot be added after checkout. Full terms can be found here https://magicalleychristmas.com/terms-and-conditions/.
Please note that we sell the time slot. If fewer guests attend than booked, partial refunds cannot be issued.
Can I exchange my tickets?
If there is availability, it may be possible to exchange your booking provided at least 48 hours’ notice is given. Exchanges are subject to availability and cannot be guaranteed once sessions are sold out. Please contact us to discuss.
Do you offer free carer tickets?
Carer attendance is factored into our group ticket pricing and no additional carer ticket is required. All guests, including carers, count within the maximum group capacity.
Practical Information
Do you have customer toilets?
There are currently no customer toilets available on site. We recommend using nearby facilities before your visit.
Is the venue wheelchair accessible?
Please visit our Accessibility page for full details regarding wheelchair access and suitability for each session. If you have specific access requirements, we strongly recommend contacting us in advance to discuss your visit.
Can I bring a pushchair?
Due to space and safety restrictions, pushchairs cannot be accommodated inside the attraction and we do not have storage facilities available. We recommend leaving pushchairs at home or in your vehicle where possible.
Where is the nearest car park?
Please visit our Parking Information page for details of nearby car parks and directions.
Can I take photos or video?
Photography is permitted in designated areas only. Video recording is strictly prohibited. Guests found filming may be asked to leave the event.
I’ve lost my tickets — what do I do?
No problem. You can retrieve your tickets directly via Ticketsource here: https://www.ticketsource.co.uk/my-bookings.
What happens if we are late?
This is a timed experience and sessions begin promptly at your booked time.
If you arrive more than 5 minutes late, entry may not be possible. Guests arriving more than 15 minutes late will not be admitted and no refund will be offered.
If you are running late, please call us immediately on 01789 638824 and we will do our best to assist, though alternative arrangements cannot be guaranteed.
Late arrival to the final session before a scheduled break or the last session of the day will result in refused entry.
What time should we arrive?
Please arrive no more than 5 minutes before your booked time. We do not have a waiting area and early arrivals may be asked to return closer to their entry slot. Sessions begin promptly at the scheduled time.
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