GROTTO FAQs

WHERE CAN I BUY TICKETS?

Tickets are available to purchase on our website from Tuesday 12th September at 9am 2017. Tickets are non-refundable and non-transferrable.

what are the ticket prices?

Tickets are priced per 45 minute session. Please aim to arrive 10 minutes prior to your session starting to enjoy our brand new game in the Grotto entrance.

Babies < 1 year: £10

Children 1 year - 15 years: £12

Adults (16+): £5 (There must be at least one adult ticket in each booking)

How do I RECEIVE MY TICKETS?

They will be emailed to the address you used to book your tickets.

do i need to print my ticket/s?

If you are unable to print your ticket, you can download it and we can scan it from your smart phone.

CAN I JUST TURN UP AND BUY A TICKET?

We strongly advise that you book online prior to the event as due to popularity tickets tend to sell out early.

 

i forgot to buy a ticket for a member of my party, can they be squeezed in on the day?

Please check online prior to your arrival to see if there are any tickets available for your session. If not unfortunately due to health and safety we have to restrict the number of customers that enter the Grotto at any one time therefore we cannot admit additional customers unless we have space in that session.

 

IS THERE CAR PARKING AT THE GROTTO?

There are over 500 car parking spaces in our public car parks.

How LONG ARE THE SESSIONS?

Every session lasts approximately 45 minutes with each session starting promptly. Please arrive 10 minutes early to check into your session and enjoy our brand new game in the Grotto entrance, especially during busy periods when the traffic and car park can be extremely busy.

what is the format of this year's grotto?

At the start of the Grotto there is a game for all the family to enjoy – please make sure you arrive 10 minutes prior to your start time to give you time to have a go at the game, you will then be taken through to the kitchen at your allotted start time where you will get to prepare your magical reindeer feed with Mrs. Christmas, then you will go through to the elves workshop where you will help Santa’s elves make toys and finally you will get the opportunity to meet Father Christmas himself, receive your present and have your photo taken with him (additional charges apply). Session breakdown below:

  • Arrival: 10 mins before your ticket start time to play the game
  • Time inside the Grotto: 45 mins

WHAT GIFT/S ARE PROVIDED?

Ruxley Manor will provide an age appropriate gift for each child and baby who attends. The Grotto gift is non-transferable and cannot be exchanged (for cash or otherwise). Adults will receive one gift per family.

If your Grotto gift is broken or damaged please let us know within 48 hours and we will provide a replacement gift.

is there somewhere i can leave my bags?

There are no lockers at the Grotto therefore we suggest you only bring items with you that you are happy to carry. We do have a buggy park where you can leave any prams which is located outside the Food Hall entrance, unfortunately we do not allow prams inside the Grotto. Ruxley Manor accepts no responsibility for personal belongings.

WHAT IS THE REFUND POLICY?

Tickets 
If we find it necessary to close the Grotto for any reason we will offer you a full refund or the option to book in to an alternative session (subject to availability).

If you are late for your allocated time or cannot make your session for any reason unfortunately we cannot offer a refund or alternative session.

Gifts and photos
If your Grotto gift is broken or damaged please let us know within 48 hours and we will provide a replacement gift.

Please check all photo products before you leave the Grotto to check you are happy with the layout. Unfortunately we cannot offer refunds or re-take photos after you have left the Grotto.

Can I change my booked session time?
Unfortunately we cannot change session times and cannot provide refunds for sessions missed.

IS THE GROTTO wheelchair friendly?

Yes the Grotto is wheelchair friendly, we do ask however that you call us 24 hours prior to your visit to let us know.

WHO SHOULD i contact if i have a query about my tickets?

Please email our Events Team: events@ruxley-manor.co.uk

REDUCED CAPACITY SESSIONS

There are 5 Special Needs sessions with reduced capacity available to book by telephone only – to book into these sessions please call 020 8300 0084. These sessions are at 16:30 from 27th November – 1st December inclusive and are on a first come first served basis.

SCHOOL BOOKINGS

School groups can only be booked over the phone or via email directly with our events team. If you are organising a trip to the Grotto for a school please call us on  020 8300 0084 or email events@ruxley-manor.co.uk.

GROUP BOOKINGS

Unfortunately we cannot accept group bookings for customers over the phone, all bookings need to be processed through the online booking platform.