Terms & Conditions

We aim to ensure we provide everyone with the best possible experience and to do this, we need to implement a few terms and conditions, apologies if we sound strict.

• Children must be accompanied by at least one paying adult and must be supervised at all times while on site.
• You must present your ticket (either on your smartphone, or a paper copy) on arrival. Entry without a valid ticket will be refused.
• Please aim to arrive at the entrance to the Grotto 10 minutes before your booked time, late arrivals may result in entry being refused. Booked entry times are strictly adhered to.
• Tickets are non-refundable unless we are unable to open the Grotto for any reason.
• Tickets cannot be changed or exchanged.
• Photos are not permitted inside the Grotto other than in areas specified by staff.
• Grotto gifts will be given to all children. They are non-refundable and cannot be exchanged.
• Last entry to Willow’s Birds of Prey & Wildlife Trail is at 3:30pm (allowing a 30-minute visit). Anyone booked for the grotto after 3.00pm can redeem their ticket for Willow’s Birds of Prey & Wildlife Trail on another date throughout December 2024 and January 2025. Please note Willow’s Bird of Prey & Wildlife Trail is closed on Christmas Eve.

Tickets will be emailed to the address you use to book your tickets. There is no need to print this email, please just show the email on your phone.

Yes, under 12 months of age all babies will need a ticket at the cost between £4.95 and £5.95 (depending on the date of your visit). They will receive a gift from Santa’s workshop.

The grotto is only at our Coolings Lifestyle centre, the full address:

Coolings Lifestyle

Main Road,

Knockholt,

Kent,

TN14 7LJ.

To discover more about Coolings Lifestyle, click here.

The entrance to Santa’s Grotto is located via Willow’s Birds of Prey & Wildlife Trail, please allow 10 minutes to reach the entrance to the Grotto.

Please note the grotto is not at Coolings The Gardener’s Garden Centre on Rushmore Hill.

The entrance pathway and grotto is located within the nature trail, which is a natural environment within a woodland setting. This can have an impact on ground surfaces dependent on weather conditions. The pathways consist of matting, bark and gravel. The pathways are lit to a minimum level to enhance the illuminations of our festive lights.

There is a covered area at the entrance to the Grotto and all activities for the grotto are inside.

We recommend that you wrap up warm, wear suitable footwear such as boots and bring an umbrella.

We want to make our Grotto as accessible as possible to wheelchair users, however poor weather conditions can make the route to the grotto inaccessible for wheelchairs.

The Grotto is located in a natural environment within a woodland setting. This can have an impact on ground surfaces dependent on weather conditions. The pathways consist of matting, bark and gravel. The pathways are lit to a minimum level to enhance the illuminations of our festive lights.

If you have any special requirements or concerns about your visit, please contact us on events@coolings.co.uk where we will be happy to discuss this with you. Please allow up to 5 days for a response, if your enquiry is urgent, please contact us on 01959 532269. If you would like to come and view the pathways before your visit, please email events@coolings.co.uk and we will be happy to arrange a suitable time for you to visit. If at this point you decide it is not suitable for your needs, we will be happy to issue you with a full refund.

You should allow approximately 25 minutes for your Grotto experience. If you choose to visit Willow’s Birds of Prey & Wildlife Trail then allow additional time for this. Your Grotto booking time is the time you are required to arrive at the entrance to the Grotto experience, NOT the time you will see Santa.

We ask that you arrive 10 minutes before your booked time. Please follow signs to the Grotto, making your way through the shop and outside to Willow’s Birds of Prey & Wildlife Trail entrance. You will need to show your ticket (either on your smartphone or a printed copy) at the kiosk where your experience will begin.

We will try to fit you into the next available slot depending on current booking numbers. Please note this may not be possible at peak times and therefore a Coolings gift card will be issued for the value of your ticket.

No, once time slots show as full there are no extra tickets available for that time.

One carer can enter the grotto for free when accompanying a disabled guest. Please book an adult ticket as normal to reserve your space and e-mail events@coolings.co.uk with a document to prove you are a carer. We will then issue a full refund for the adult ticket, please note refunds can take 3-5 days to appear in your account.

There will be multiple families in each timeslot walking through the experience at the same time, however, your time with Santa will be with your guests alone.

Once booked, tickets are non-refundable.

If you are unable to attend and notify us at least 48 hours prior to your visit, we will do what we can to offer you a different slot, however as we are operating a price banding system any changes to bookings may require additional payments to be made.

To keep the magic of the Grotto a surprise for other people, we ask that you refrain from taking photos other than when you are invited to do so by staff.

Professional photos will be available to purchase at the end of your visit. The cost of the photos is not included in your ticket price. Please check you are happy with your photo prints before leaving the Grotto as we can only hold photo data for 24 hours.

Every child will be able to choose an age-appropriate gift from Santa. This is non-refundable and cannot be exchanged.

We ask that buggies are left in the allocated undercover area just inside the Grotto entrance, any valuable items are left at your own risk. You will be able to collect your buggy at the exit to the Grotto.

Dogs are not permitted in the Grotto, with the exception of Assistance Dogs.

There are toilet facilities available in the Garden Centre shop building. We recommend using them before arriving at the Grotto as they are located approximately 10 minutes away from the Grotto as this could impact on your Grotto experience.

Your Grotto tickets include free entry to Willow’s Birds of Prey & Wildlife Trail on the day of your Grotto visit (unless your ticket is booked after 3.00pm your visit can be redeemed on another date throughout December 2024 or January 2025). Simply use the voucher code (active from 20th November 2024)  included in your Grotto ticket confirmation e-mail when booking online at www.willowsbirdofpreycentre.co.uk.

Please keep in mind the nature trail closes at 3.30pm during winter and is closed on Christmas Eve.

Your free tickets can be redeemed throughout December 2024 and January 2025.

If you would like use a Coolings gift card to book your grotto tickets, please call our events team on 01959 532269 between 9am and 5pm Monday to Saturday 0r 9am and 4pm Sunday. To secure your tickets outside of these hours, please book online as normal and call our events team during the above hours who will issue your refund.

Unfortunately we are unable to accept HTA gift cards online.

If you have any queries about your booking, please email events@coolings.co.uk or call us on 01959 532269.