Tickets should be pre-booked online as we can't accept payments on site. We highly recommend advance online booking to avoid disappointment.

Yes, all children entering the Grotto must have a ticket, unless you don't want your child to take part in the experience.

No, whilst all child places must be paid for, adults are free. All children must be accompanied by an adult.

No, we do not issue refunds for cancelled bookings but your booking could be rescheduled. Please see next question for re-scheduling your slot.

If you can't make your original booking or want to change the date or time, you can make changes to your booking online up to 12 hours before your booking if you have a DigiTickets account, subject to availability.

If you do not have an account, please email caledoniaparktickets@bakehousefactory.co.uk at the earliest possible convenience with your booking reference number to request a different slot, subject to availability. (It helps if you have a look on the website for the available slot you'd like us to change your booking to!) 

Bookings are unable to be amended on the day they're booked for, but we will do our very best to respond to all queries within 12 hours.
 

Tickets are non-refundable; however, we may be able to rearrange your booking (subject to availability). 
If it’s less than 12 hours until your session or if you are having trouble rearranging your booking, then contact our team via caledoniaparktickets@bakehousefactory.co.uk . 
Unfortunately, we cannot guarantee same-day rescheduling but we will do our very best to rearrange your booking at the earliest convenience. 

Bookings will be made under the name of the person booking for your group. You do not need to change the name on the booking, as long as you show the confirmation email upon arrival and know the name that the booking is under. 
 

Space is limited, however you can bring your pram/buggy inside the Grotto.

No, simply let us know your booking reference or booking name when you arrive at the Grotto to allow Santa's Elves to find your booking. In the interest of saving trees, we recommend not printing your ticket! 
 

The experience lasts 6 minutes.

There will be no professional photos for you to purchase, however you may take your own photos.

Please do not arrive at the venue any earlier than 5 minutes before your booking time, as we have limited capacity.

Session times have been programmed to allow time for entry and exit so you won’t miss anything! 

If you are late for your booking time, we cannot guarantee that you will be able to participate and you may need to buy new tickets to come back at a later time or on another day (subject to availability).  

Please contact our team by email, via the contact page on this ticket site, if you have any concerns. Emails will be responded to within 48 hours.

 

No, we are not able to accept cash payments. Only card payments are accepted online when booking.

Pets are not permitted inside the Grotto, except for registered assistance animals. However, we are a dog friendly site, so you are welcome to leave your dog with another adult during your children’s session.
 

Please alert staff member at the start of the experience if you have a registered assistance animal so they are aware and can assist accordingly.

In order to ensure that everyone is able to enjoy the experience, please ensure all mobile phones are turned on silent mode while inside Santa’s Grotto. You may use your mobile phone to take photos.

You are welcome to pass your tickets to a third party if you are unable to attend your booked session. 

If you choose to sell or give your ticket to another person, you do NOT need to notify the venue of the change of name, they will only need to have the booking name and/or booking reference. We will be unable to help with any enquiries relating to booked tickets from persons who are not the named person who bought the original tickets. 

We cannot accept liability for tickets passed to a third party or any transactions between third parties.

Please be aware that the age-appropriate book at the time of booking will still be given as this can't be changed.

£8 per child with £1.75 booking fee per order. 

Adults do not require a ticket.

If you were not happy with your experience and would like a refund, please email caledoniaparktickets@bakehousefactory.co.uk to request a refund. 

No refunds will be given on site at the event.

Our quiet hours run every Sunday from 10am-12pm. Please select our ‘Quiet Hours’ sessions on the main ticketing page. We have taken into consideration sounds, lights and music during our quiet hours.

If you have any further questions about our Quiet Hours Sessions or have any specific access or support needs you would like to talk to us about, please speak to our team via caledoniaparktickets@bakehousefactory.co.uk . We will endeavour to respond to enquiries within 48 hours. 

In the interests of health and safety, we request that you do not eat and drink in the Grotto. Please dispose of food and drink prior to entering the Grotto in the nearby bins. 

If a member of your party has a special requirement, please make Santa's Elves aware upon arrival.

A reading book to suit your child’s age and a chocolate treat.

If you have a large group booking enquiry, please contact caledoniaparktickets@bakehousefactory.co.uk.