GROTTO FAQs

WHERE CAN I BUY TICKETS?

Tickets are available to purchase on our website and must be booked via our online booking platform. Tickets are non-refundable and non-transferrable.

Due to the demand of the grotto each year we are unable to let anyone into the grotto without a ticket regardless of age. Please be aware of this if you are booking with particularly young children, even if they are unable to partake in the activities of the main grotto they will still require a ticket for entry.

what are the ticket prices?

MAIN GROTTO

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 under 1 year: £10

Children 2 years - 15 years: £14

Adults (16+): £5 (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.)

MY FIRST GROTTO

Tickets are priced per 20 minute session.

  • Baby under 2 and up to 2 adults (includes x1 baby gift, x1 family gift and x1 photo) - £20

  • x2 babies under 2 and up to 2 adults (includes x2 baby gifts, x1 family gift and x1 photo) - £30

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?

MAIN GROTTO

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.

 

MY FIRST GROTTO

Every session lasts approximately 20 minutes with each session starting promptly. 

what is the format of this year's grotto?

MAIN 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 workshop where you decorate your own elf hat and become an honorary elf 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). Please note all Grotto sessions are group sessions.

PLEASE NOTE: Although we try to ensure the ingredients used in Mrs Christmas Kitchen do not contain nuts, we can't guarantee these ingredients are not processed in a facility that also handles nuts.

Session breakdown below:

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

 

MY FIRST GROTTO

With its own separate entrance, you will go directly to meet Father Christmas where he will read your family a Christmas story before you receive your present and have your family photo taken. Please note all Grotto sessions are group sessions.

Session breakdown below:

  • Arrival 10 mins before your ticket start time
  • Time inside the Grotto: 15 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.

WHERE IS THE ENTRANCE?

Please note the two grottos are within the same building but have different entrances.

 

MAIN GROTTO (scroll down for My First Grotto)

The entrance is located directly opposite The Food Hall exit.

 Main grotto map

MY FIRST GROTTO

The entrance is located as you enter the centre through the main doors, by our tills it can be found to the left as you come in.

My first grotto map

 

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).

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. 

If you are late for your allocated time or cannot make your session 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 reduced capacity sessions which are available to book please email the Events Team events@ruxley-manor.co.uk These sessions are at 16:30 from 3rd December – 7th December inclusive and are on a first come first served basis.

*Please note these sessions are not available in the My First Grotto

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.