Father Christmas’ Grotto

Father christmas to town

At Ruxley Manor nothing makes us happier than seeing all the excited children ready to meet Father Christmas, making memories with family is what Christmas is all about and after the tough year everybody has had we have been working very hard behind the scenes to keep the magic alive and make your visit to our Grotto extra special. Father Christmas has visited Ruxley Manor every year since as long as we can remember and will once again be returning from the 14th of November to make your Christmas one to remember. Father Christmas cannot wait to meet you!

Join us this Christmas for a magical 20-minute experience where you will:

  • Wander through the icy entrance
  • Join Mother Christmas in her kitchen to make our secret recipe of reindeer feed
  • Meet Father Christmas privately in his Grotto and receive an extra special gift to take home and treasure. Not forgetting the all-important photo with Father Christmas which this year will be included in the ticket price

Our Grotto is always in high demand so please ensure you have read the FAQs and booking conditions below for more information on how we have updated our Grotto format to adhere to Government guidelines before booking your tickets.

Please note, we are expecting demand to be incredibly high. Please bookmark https://booking-ruxley-manor.co.uk and visit there directly on the 14th October.

important information, please read

WHERE CAN I BUY TICKETS?

Tickets are available to purchase on our website and must be booked via our online booking platform: www.ruxley-manor.co.uk. Tickets are non-refundable and non-transferrable.

Each family ticket can have a maximum of five people.

WHAT ARE THE TICKET PRICES?

Tickets are priced per 20-minute session. Please aim to arrive 10 minutes prior to your session starting. Ticket price: £45 family ticket (includes a free photo)

  • Each family ticket can have a maximum of five attendees
  • Every family ticket booked must contain one adult
  • The price for a family ticket is set regardless of whether you visit the Grotto as two, three, four or five attendees

 DO NEWBORN BABIES COUNT AS AN ATTENDEE?

If you are booking with babies, they will need to be included in your party of five.

WILL MY VISIT TO THE GROTTO BE PRIVATE?

Please note all Grotto sessions are group sessions. When visiting Father Christmas there will only be one family in the Grotto room at one time.

 HOW DO I RECEIVE MY TICKETS?

They will be emailed to the address you use 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?

Due to strict Government guidelines we have to restrict the number of customers that enter the Grotto at any one time, therefore we cannot admit more than five people per booking.

WHAT CHANGES HAVE YOU MADE DUE TO COVID 19?

We have reduced the number of attendees in our Grotto to adhere to Government guidelines.

All families are asked to stay in their family group at all times and maintain social distancing rules as per the Government guidelines.

Elves will be regularly cleaning the Grotto to maintain strict hygiene protocol.

Hand sanitizers will be placed at the entrance and exit of the Grotto.

All staff in the Grotto will be required to wear a mask.

We will be asking all customers over the age of 11 to wear a mask during their visit to the Grotto and we also be asking each customer to confirm that no one in their party has any of the following corona virus symptoms:

  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste

As part of the NHS Test and Trace we will be securely storing all booking data for 21 days. After 21 days if you have opted out of receiving emails from us your data will be destroyed. Your details will not be shared with any third party, except NHS Test and Trace, if it requests them within the 21-day retention period. There will also be QR codes which link to the NHS Test & Trace app for you to scan at the entrance of the Grotto.

All photos with Father Christmas will be adhering to Government guidelines.

The Grotto will be run in line with Government guidelines at all times. Please note if Government guidelines change, we may change the format at short notice.

IS THERE CAR PARKING AT THE GROTTO?

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

WHERE IS THE ENTRANCE?

The entrance is located directly opposite The Food Hall exit.

We will be asking all customers over the age of 11 to wear a mask during their visit to the Grotto and we also be asking each customer to confirm that no one in their party has any of the following corona virus symptoms:

  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste

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 next to the Grotto entrance, unfortunately we do not allow prams inside the Grotto. Ruxley Manor accepts no responsibility for personal belongings.

HOW LONG ARE THE SESSIONS?

Each session is 20 minutes long. Please arrive 10 minutes early to check into your session, especially during busy periods when the traffic and car park can be extremely busy.

WHAT IS THE FORMAT OF THIS YEAR’S GROTTO?

  • Wander through the icy entrance
  • Join Mother Christmas in her kitchen to make our secret recipe of reindeer feed
  • Meet Father Christmas privately in his Grotto and receive an extra special gift to take home and treasure. Not forgetting the all-important photo with Father Christmas which this year will be included in the ticket price

Please note all Grotto sessions are group sessions. However, when visiting Father Christmas there will only be one family in with him at one time. Session breakdown below:

Arrival: 10 mins before your ticket start time

Time inside the Grotto: 20 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 ticket booked.

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

WILL I BE REQUIRED TO WEAR A MASK FOR THE PHOTO WITH FATHER CHRISTMAS?

The current legislation states that photographic studios are exempt, therefore you will not be required to wear a mask for your photo. If this legislation changes at any point we will update this page.

WILL FATHER CHRISTMAS BE WEARING A MASK FOR THE PHOTO?

No Father Christmas will not be required to wear a mask for the photo and the duration of the experience. The current legislation states that photographic studios are exempt. If this legislation changes at any point we will update this page.

HOW MANY FREE PHOTOS ARE INCLUDED IN THE TICKET PRICE?

One free photo per family ticket booking. Additional personalised Grotto photographs and gift items are available to purchase on exiting the Grotto and are subject to a processing time of up to 10 minutes at peak periods. 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.

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). Due to the current pandemic we reserve the right to cancel at short notice in which case a full refund will be given. If legislation changes which means we have to make alterations to the way we operate the Grotto but we are still able to remain open then no refund will be given.

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

If you present at the entrance to the Grotto with corona virus symptoms you will be refused entry to the Grotto and will not receive a refund.

Please note that we are unable to transfer bookings unless it is an exceptional circumstance (and subject to availability), in this event an admin fee of £5.00 will be charged. Please ensure that you are confident in being able to fulfil your booking before completing the purchase of your tickets.

Tickets cannot be swapped or names changed once booked.

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

Covid 19 has created more challenges than we ever thought possible. However, we are determined more than ever to create a magical experience for all our grotto visitors after the year we have all had. We have obviously had to change the way in which we normally operate and will have strict procedures in place to ensure everyone’s safety at all times. I am sure that you can appreciate that we will not be able to deviate from these and therefore urge you to please read our conditions to ensure an enjoyable time for all.

Covid 19

  • Due to the current pandemic we reserve the right to cancel at short notice, in which case a full refund will be given. If legislation changes which means we have to make alterations to the way we operate the Grotto but we are still able to remain open, then no refund will be given.
  • Hand sanitizers will be placed at the entrance and exit of the Grotto.
  • All staff in the Grotto will be required to wear a mask/visor.
  • We will be asking all customers over the age of 11 to wear a mask during their visit to the Grotto and we also be asking each customer to confirm that no one in their party has any of the following corona virus symptoms:
  • a high temperature
  • a new, continuous cough
  • a loss of, or change to, your sense of smell or taste
  • As part of the NHS Test and Trace we will be securely storing all booking data for 21 days. After 21 days if you have opted out of receiving emails from us your data will be destroyed. Your details will not be shared with any third party, except NHS Test and Trace, if it requests them within the 21-day retention period. There will also be QR codes which link to the NHS Test & Trace app for you to scan at the entrance of the Grotto.
  • All families are asked to stay in their family group at all times and maintain social distancing rules as per the Government guidelines.
  • The Grotto will be run in line with Government guidelines at all times.

Bookings

  • There must be at least one adult per booking.
  • Your booking will be for a maximum of 5 people, additional people will not be allowed to enter.
  • Please note that we are unable to transfer bookings unless it is an exceptional circumstance (and subject to availability), in this event an admin fee of £5.00 will be charged. Please ensure that you are confident in being able to fulfil your booking before completing the purchase of your tickets.
  • Children must be supervised throughout the Grotto experience. Our staff are there for entertainment purposes only.
  • Tickets cannot be swapped or names changed once booked.

 Arrival

  • Please aim to arrive 10 minutes prior to your session. Please note late arrivals will not be admitted.
  • Prams: Please be aware that prams and pushchairs are not allowed in the Grotto, please leave them in the buggy park by the entrance of the Grotto. Personal belongings are left at your own risk.

Refunds

  • 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 any of your party arrive at the entrance to the Grotto with corona virus symptoms, your party will unfortunately be refused entry to the Grotto and will not receive a refund.
  • If you are late for your allocated time or cannot make your session for any reason, unfortunately we cannot offer a refund.
  • Unfortunately, we cannot change session times and cannot provide refunds for sessions missed.

Photos

  • One free photo per party booking.
  • Additional personalised Grotto photographs and gift items are available to purchase on exiting the Grotto and are subject to a processing time of up to 10 minutes at peak periods. 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. 

Gifts

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