Calling all good girls and obedient boys – Santa is setting up his workshop in Bentalls Kingston from Saturday 21st November – Thursday 24th December 2020*.
Priced at £9.50 per person, we invite all children (and well-behaved parents) to join us for a truly enchanting and immersive festive family experience. Not only will you meet the man himself inside our magical grotto, but guests will also help his mischievous elves with a spot of crafting, by decorating a bespoke ceramic plate to take home, ready to top with Christmas Eve treats for Santa – plus a carrot for Rudolph, of course.
**What to expect:**
You'll find the Grotto Arrival Station on the 3rd Floor of our Toy Department. Here, our elves will welcome you, check your tickets, and lead you into our magical snowy forest - look out for their Elf-mobiles, and listen out for the dulcet tones of a very special singing reindeer!
Next comes Santa’s Christmas Plate Factory where you can help the elves decorate a special ceramic plate that you will be able to take home, and leave out for Santa come Christmas Eve (don’t forget the mince pie - and a carrot for Rudolph). You now need to find the secret door taking you into Santa's workshop.
Once in the workshop you'll find the elves busy at work building toy, and sorting Santa's letters - if you're very good you might be able to help them power the workshop using the Christmas Dynamo Machine.
There's just enough time to snap an 'Elfie' in Santa's sleigh before the main event - your visit with Santa himself.
For more details on what to expect, please find our FAQS below.
_Current Government restrictions prohibit the gathering of more than one household or one support bubble (no more than 6 people). Whilst these restrictions are subject to change, please be mindful of this guidance when purchasing your tickets._
T&Cs: Every guest must purchase a ticket. Both Adult and Children's tickets are £9.50 each. Children under 2 go free. Please note there is a maximum of 6 guests per group depending upon time slot selected. Ticket times are allocated in 15 minute intervals in Santa's Office as part of a full Grotto experience which lasts approximately 45 mins in total. The experience is fully accessible. On the day, please bring your printed tickets or have them available to view on your smart phone, together with a form of identification. For more information, please find our FAQs below. To find out more about your visit, click the link below. If you require wheelchair access or have any special requirements, please call our Customer Service team on 0800 783 1783\. Due to the popularity of the event, customers may only book one slot each.
These details are correct at time of publish, please see [here](https://www.fenwick.co.uk/covid19.html) for up-to-date guidance on our local covid regulations.
A full refund is available to all customers up to 7 days before their ticketed event.
Please be assured that this year we have also implemented an additional COVID-19 Refund Policy. This enables customers to obtain a full refund up until the day of the event should they display COVID-19 symptoms, be subject to quarantine following COVID-19 contact, or if the event itself is cancelled due to lockdown or COVID-19 restrictions. For further details, please find our FAQ’s below.
*Tickets will be available to purchase at 10am on Thursday 8th October 2020.
**How do I book The Grotto? ** Bookings should be made online at [www.fenwick.co.uk/events/kingston](http://www.fenwick.co.uk/events/kingston)
**Can I book by phone?** You can only book online at [www.fenwick.co.uk/events/kingston](http://www.fenwick.co.uk/events/kingston)
**I don’t shop online - can I book in store?** No. Bookings can only be made online at [www.fenwick.co.uk/events/kingston](http://www.fenwick.co.uk/events/kingston)
**How can I pay for my tickets?** You can pay online by debit card or credit card.
**Do you charge a transaction or booking fee? ** Both transaction and booking fees are included in the ticket price.
**Do you have prices for concessions? ** Due to the nature of the event, we will not be offering concession discount.
**Can I purchase a family ticket? ** Family tickets are not available for Santa’s Grotto.
**How many tickets can I purchase?** You can purchase a maximum of 6 tickets at once.
**Do children under 2 need to pay for Santa’s Grotto? ** Children under 2 go free but still require a ticket at time of booking. You will not be charged for this ticket.
**Can I buy a ticket just to visit Santa and not the whole experience? ** Visiting Santa is part of the journey, so to visit Santa you will need to buy a ticket for the Grotto.
**Where is it being held?** The exclusive experience will be held on our 3rd Floor.
**Will it be cold?** The whole experience is inside so no you won’t be cold.
**How long will the visit to Santa’s Grotto take?** We expect the whole experience to take between 45 minutes and an hour.
**Is Santa’s Grotto suitable for people with limited mobility? ** Yes, the experience is fully accessible.
**What age is Santa’s Grotto suitable for? ** We recommend the experience for ages 2 years and above, however younger children are welcome at parents’ discretion.
**Do I have to arrive early for my slot? ** Please try to arrive promptly but not too early. 5 minutes before your scheduled time is plenty.
**What happens if I am late for my booking time? ** We will do our best to accommodate you if you are late, but we cannot guarantee that we will be able to fit you in to ensure we’re fair to all bookings. Please arrive promptly.
**How do I get to Santa’s Grotto? ** Please head to the third floor where you will see the Arrival Point and be greeted by our Head Elf.
**Help! I have lost my ticket!** Don’t panic. Our tickets are all emailed to you, so check your inbox again, and if not, please visit [https://www.ticketsource.co.uk/help](https://www.ticketsource.co.uk/help) where you can follow the instructions to have your tickets resent to you.
**What if I can't print my tickets?** As long as you have your email confirmation with the booking reference to hand, then you will be able to show your booking via your phone.
**Is there somewhere to store my buggy? ** Yes, we do have buggy storage for Santa’s Grotto, however they are left at the owner’s risk.
**Can I bring my dog?** Santa’s Grotto is accessible to Assistance Dogs only.
**Will there be bag searches? ** This is subject to the Fenwick team discretion.
**Where can I park?** The Bentall Centre has three secure car parks – Car Parks A & B and Seven Kings Car Park.
**Do you have disabled parking?** Disabled parking is available in Cark Park A.
**Do all children under 14 need to be accompanied by an adult? ** Yes, our minimum unaccompanied age for Santa’s Grotto is 14.
**Is there a cloakroom for me to store my belongings and shopping during Santa on the Rooftop?** Unfortunately, we don’t have space for you to store any belongings or shopping, so please bear this in mind on the day.
**Will you have a photographer in with Santa?** We won’t have an official photographer, however one of our elves will be happy to take your picture with your own camera or phone, so make sure you bring one along!
**Can I take photos in Santa’s Grotto?** Yes, we encourage you to capture the experience! There are lots of great photo moments on the rooftop, so be sure to bring your camera.
**Is there a hashtag for the event if I want to post on social media?** Yes. It is #christmasatfenwick if you would like to tag the experience.
**What if I need to cancel my ticket? Can I get a refund or exchange?** Unfortunately, we can’t offer exchanges due to the nature of booking the event. Tickets are refundable, please request this via the link in your confirmation email or contact us at [email@example.com](mailto:firstname.lastname@example.org). If you want to visit on a different date then you would need to rebook again via Ticketsource, selecting any available slot.
**What form of id should I bring along?** A card with your name on is sufficient e.g. a bank card.
**Can I make a booking for my school?** School bookings will not be available.
**What does the ticket price for Santa’s Breakfast Club/Santa’s Supper Club include?**
Santa’s Breakfast Club includes a full breakfast, a visit by the elves to your table and entertainment for the children while they eat. The elves will then escort each party at their allotted time to enjoy the Santa’s Grotto experience. The ticket price for this will be priced at £25 per person.
Santa’s Supper Club includes a two course Christmas meal, a visit by the elves to your table and entertainment for the children while they eat. The elves will then escort each party at their allotted time to enjoy the full Santa’s Grotto experience. The ticket price for this will be £30 per person.
This year we will also be offering a new event; Santa Sunday. Enjoy a terrific two-course roast dinner supper at Rudolph’s Restaurant, before ascending to our rooftop wonderland where festive magic, mischievous elves - and Santa himself - await. The ticket price for this will be £30 per person.
Tickets will be released at the same time as the tickets for Santa’s Grotto.