Our award winning Christmas Grotto will be returning again in winter 2019. To keep up to date with all the latest announcements, including ticket releases, be sure to sign up to our newsletter.


Booking terms and conditions

  • Bookings
    • There must be at least one adult ticket and one child/or baby ticket per booking with a maximum of two adults per child/or baby.
      • For My First Grotto one child ticket includes up to two adults.
    • Please ensure you purchase tickets for everyone who will be joining you on your grotto experience as our Grotto Team are unable to issue additional tickets on the door.
    • Please note that we are unable to transfer bookings unless it is an exceptional circumstance, 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.
  • 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 either Grotto, please leave them in the buggy parks by the entrance of each 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 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:
    • Personalised grotto photographs and gift items are available to purchase on exiting the Grotto and are subject to a processing time of up to 15 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. 
    • One free photo only will be given in My First 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.



Code of conduct

  • Please remain in each room of the Grotto until advised to move on by an Elf
  • Do notify an Elf immediately if you are hurt or see anyone injured
  • Do notify an Elf if you notice any dangerous behaviour
  • Do note that abusive or anti-social behaviour will not be tolerated and will result in immediate expulsion from the Grotto
  • Do not smoke, drink or eat in the Grotto
  • Do not drop litter in the Grotto
  • Do obey Elves in case of any emergency
  • Do not return to the Grotto if any alarms have been raised, follow all Elf directions
  • Do report to the Fire Assembly Point by St Botolph's Church, at the top of the main car park
  • Do tell your child, if separated, to find the nearest Elf and stay with them at all times
  • Do not congregate or block up any of the fire exits
  • Do not play with or move any displays or equipment.

These terms and conditions are subject to change at any point as we deem reasonably necessary.