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Christmas Grotto FAQ's
Find answers to common questions below. Can't find the answer to the question you have? Email our Events Team: events@ruxley-manor.co.uk
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There are no refunds if you are late or cannot attend.
Tickets cannot be changed, moved or transferred - however if you book the wrong time or date during the first 5 days of the ticket launch, we can cancel and refund the incorrect booking. Please make a new additional booking and email us the reference number for the incorrect booking you wish to cancel at the email address stated above.
If the Grotto closes, you can receive a refund or rebook (subject to availability).
The North Pole and Mother Christmas rooms are shared with other groups. When visiting Father Christmas, only one group is allowed in at a time. The toy workshop is a shared experience.
Tickets will be emailed to the email address used for booking. On the day, you can show our team the ticket(s) on a phone or as a printed copy.
No, tickets must be purchased online only and in advance of your visit.
For extra tickets - You must contact the venue prior to arrival to see if they can accommodate an extra person. Additional tickets cost £15 per person and total group size cannot exceed 8. Email: events@ruxley-manor.co.uk
The Grotto entrance is directly opposite The Food Hall exit.
There are no lockers. Only bring items you can carry. A buggy park is available, but prams and buggies are not allowed inside the Grotto. Ruxley Manor is not responsible for belongings.
Up to 20 minutes. Arrive at least 15 minutes early and be at the entrance 5 minutes before your session.
If you are late, you cannot enter the Grotto or receive a refund. The Grotto runs like a live show and cannot be stopped or restarted.
All sessions are group sessions, but only one group meets Father Christmas at a time. Arrival: 5–10 minutes before start time. Time inside: around 20 minutes.
Children (and babies, if a ticket has been purchased) can choose age-appropriate gifts in the toy workshop. Gifts cannot be exchanged. Adults receive one family gift per family ticket. Damaged gifts can only be replaced within 48 hours and can only be done by visiting us in-store. Gifts are subject to availability.
This information is used by Father Christmas for conversation only. Gifts are not selected based on this information.
No. Photos and photo gifts can be purchased when exiting the Grotto. Check photos before leaving; no refunds or retakes afterward.
We cannot locate photos without a QR code is more than 24 hours has passed since your booking.
Yes. These are for families attending with SEN children. More information is available on the website.
A baby only needs to be included in your group size if you want them to receive a present.
Yes. You can note this when booking or email events@ruxley-manor.co.uk
at least 48 hours before your visit.
When you make a booking it is for the number of people in your group. Two separate group bookings cannot go in together to see Father Christmas at the same time.
Yes, if you have additional information or wish to update details on your booking please email us on the address above.
