Frequently Asked Questions

Q – COVID-19
A – In line with current Government guidance, we are delighted to confirm that Santas Grotto at Smart Trees will open this year. We can’t wait to welcome you back.  We will reopen with reduced numbers and a range of hygiene and safety measures to protect you and our staff.

We ask all guests planning to visit our site to please respect each other, our employees, and our guidelines on maintaining good hygiene and a safe distancing between households.

Although we are confident we can safely welcome you to Smart Trees, under current government guidance, we are conscious this guidance could change. We continue to monitor things as they evolve, and will make announcements if required.

If you, or a member of your household, displays any symptoms of COVID-19, we ask that you postpone your visit.

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 a present, so as long as there is 1 child with a present in the group a baby can go in as child with 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 a 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?
A – This is sometimes possible, email a request to grotto@ for further instructions – this is subject to an administration charge.