Opening Hours 
Frequently Asked Questions
- All bookings must be made online via our website.
- Walk-ins are not permitted.
- Unfortunately, bookings cannot be rescheduled.
- If you need to change your time, please request a refund via your Eventbrite tickets, stating your reason, and then rebook a new slot.
- Please arrive at your designated time slot with your tickets ready to be scanned by our Train Conductor.
- To help us stay on schedule, arrive no more than 5 minutes before your booked slot.
- Quiet Sessions are available on selected Sundays in November (12.30-1pm).
- These sessions offer a calmer experience for guests who may prefer a quieter environment.
- The experience is fully accessible for wheelchair users and guests with additional needs.
- Buggies are not permitted on the train but can be left in the designated buggy area nearby.
- Please note: this area is unsupervised, and belongings are left at your own risk.
- he train is a non-moving, enclosed experience.
- If you or your child has specific needs (e.g. claustrophobia, epilepsy), please inform our Train Conductor on arrival - they will assist and direct as necessary.
- We aim to provide a high-quality experience for every visitor.
- If your slot is fully booked, there may be a short wait to ensure all guests enjoy the same level of experience.
- You are welcome to take your own photos with Santa.
- Photo booths are located just outside the experience for printing (small fee applicable), with free photo wallets available.
- Each child ticket includes a sweet treat from Santa (chocolate buttons).
- An allergen notice is displayed in the Grotto.
- A dietary alternative (gluten-free, dairy-free, vegan marshmallows) is available upon request.
- At this time, only edible gifts are offered.
- In the unlikely event of a technical issue with the train, please request a partial refund via Eventbrite, stating the reason.
- Other elements of the Grotto experience will remain unaffected.
Can I add an extra child or adult after booking?
No, we cannot edit bookings once confirmed. Please make a new booking for additional guests (subject to availability).
Do adults need a ticket?
Yes, all attendees - including adults and children - must have a valid ticket.
Can I transfer my ticket to someone else?
Yes, you can transfer your booking to another person using your Eventbrite account before the event.
How long does the experience last?
The full Grotto journey typically lasts 10-15 minutes.
Is late entry allowed?
We’ll do our best to accommodate late arrivals; however, entry cannot be guaranteed if your slot has passed.
Where is the Grotto located?
The Grotto is located on Level 2.
I didn’t receive my confirmation email or tickets - what should I do?
- Check your junk or spam folder.
- If you still haven’t received them, log in to your Eventbrite account to view or download your tickets, or contact Eventbrite Support for assistance.
The Eventbrite page won’t let me book - is it sold out?
If no slots appear, that date or time is currently sold out.
Cancellations do occur, so please check back regularly for availability.