Help Centre


Q: What time should we arrive to see Santa?

A: Please arrive with a minimum of 30 minutes before your time slot to ensure you get a car parking space, have a ride on the tractor and get across the site.


Q – I have a baby; do they need a ticket?

A – All persons entering the grotto require a ticket. The minimum entry is 1 adult and one child with present, so as long as there is 1 child with present in the group a baby can go in as child no present.


Q – Can I take my pushchair into the grotto?
A – We do not allow pushchairs/buggies into the grotto, they can go on sleigh ride (double ones don’t fit) and into the grotto entrance, when you get to the reindeer indoors the buggy is left here and will be taken to buggy park at the top of the stairs for you.


Q – One of our group is in a wheelchair is the grotto accessible?
A – Yes, we do have access for wheelchairs please speak to one of the elves at the elf station on arrival.


Q – Do I have to print my tickets?
A – Bringing a print out of your tickets will significantly reduce your waiting time but as long as you can show the email or a screen shot on your phone this will suffice.


Q – Can I change my booking?
AThis is sometimes possible, email a request to grotto@ for further instructions – this is subject to an administration charge.


Q: Can we bring friends/grandparents into the Grotto?

A: Each party can be a maximum of 10 including children. Each person entering the grotto will have to purchase a ticket in order to attend the Grotto and experience all we have to offer onsite.

Q: Is there suitable access for wheel chair  access across the site?

A: In regards to the Grotto, there is access up to the Grotto hut door, we will always accommodate access for wheel chairs however unfortunately pushchairs cannot go into the hut itself. Due to the 12 days of Christmas trail being in a Christmas tree field we cannot guarantee that it will always be possible for wheelchairs and pushchairs to get around, particularly if we have had poor weather. The rest of the site including cafes / shop and outdoor play area has suitable access.


Q: Can we select a Christmas tree in the field and have it dug up with the roots intact?

A: Smart trees no longer dig up Christmas trees with roots for customers. We do however allow customers to select a tree from the field however the exact time it will be cut and brought back to the yard depends on how busy the site is.

For further questions, please feel free to use the contact us page.