26TH NOVEMBER - 3RD JANUARY
Frequently Asked Questions
1. Booking and Ticket
Information
When is Christmas Kingdom open?
Christmas Kingdom will be open from 26th
November 2015 until 3rd January 2016.
Do I have to pay to visit Christmas
Kingdom?
The Celtic Manor Resort is open to both hotel
guests and visitors throughout the year and access to
our Christmas Kingdom is also complimentary for
viewing and food and beverage purchases, however
each individual attraction is accessed by ticket only.
Why not make a day of it and visit some of our
other activities including Forest Jump, Adventure
Golf, Laser Combat or On Target? Or simply soak
up the festive atmosphere over Afternoon Tea or
drinks in one of our bars. For more information on
Resort festivities, please visit celtic-manor.com.
How can I buy tickets for Christmas
Kingdom activities?
To ensure you get the time and date that you want,
we strongly recommend that you book tickets in
advance for the Ice Rink, and Santa’s Grotto.
Tickets for both attractions can be purchased online
- for time slots and prices please visit celtic-manor.
com. Alternatively, tickets can also be purchased by
calling 01633 410318.
Can I buy tickets on the day?
Yes, you can buy tickets when you arrive at
Christmas Kingdom but these are subject to
availability and some activities may already be fully
booked. We strongly recommend buying your tickets
in advance to avoid disappointment.
Can I change my tickets to a different date/
time or swap them for another activity?
Once purchased, all tickets are non-exchangeable,
non-transferable and non-refundable.
How do I get my tickets?
If you have chosen ‘Print at Home’ e-tickets:
E-tickets will be automatically emailed to the email
address provided at the time of booking. Please
check your Spam Folder if you have not received
these. These tickets should then be printed and
brought along to the event or alternatively bring
your smart phone and we will scan from that.
If you have chosen our ‘Royal Mail’ option:
Your tickets will be printed and mailed to you
according to your chosen postage class.
For all ticketing queries, please contact our
Reservations Team on 01633 410318.
Can I collect my tickets on the day?
No, only the two options above are available unless
you are purchasing your tickets on the day.
What should I do if I haven’t received my
tickets?
If you have booked tickets for Christmas Kingdom
through our website but have not yet received them
or cannot print your e-ticket confirmation, please
call us on 01633 410318.
What if there is a problem with my ticket?
Please email your query to tickets@celtic-manor.
com or call us on 01633 410318. Remember,
you must bring your ticket with you in order to
participate in your session. Please note that we do
not offer exchanges or refunds after purchase and
tickets are non-transferable.
Who qualifies for concessionary rates?
Concessionary rates are available for ice skating
tickets only and are valid for the following people
providing they present the required ID on the day:
Full time students (NUS Card)
Over 60s (Bus Pass/Driving License/Passport/ID
Card)
If you choose the ‘Print at Home’ ticket option,
please bring your ID with you on the day.
2. Santa’s Grotto
When is Santa’s Grotto open?
From 26th November - 24th December
Daily - 10am - 7.45pm (last entry)
Experience lasts approximately 60 mins
Please note that Santa’s Grotto will be closed from
Christmas Day onwards.
What does my ticket include?
Santa’s Grotto
Tickets for Santa’s Grotto include a chance to
decorate gingerbread with Mrs Claus, write a
letter to Santa, one gift from Santa per child and
an opportunity to visit Santa’s reindeer as they
rest at Celtic Manor ahead of their busy night on
Christmas Eve.
Santa’s Grotto Experience
Please note that the time displayed on your ticket is
the time you should arrive at Santa’s Grotto. Please
do not arrive before this time as the area will be full
and we will ask you to wait until the time printed on
your ticket.
The whole Santa’s Grotto experience lasts
approximately 60 minutes with children enjoying
activities in his Grotto before they meet Santa
himself. We aim to see all children within that 60
minute period however during busy/peak periods
this may take longer.
On arrival at Santa’s Grotto you will be greeted
by one of Santa’s elves who will check your ticket
and welcome you to the experience. After visiting
Santa, you will enter the photo area, where you will
be given the opportunity to view and purchase your
photo with Santa and children will be able to visit
Santa’s reindeer.
Due to limited space each child visiting Santa’s
Grotto may be accompanied by a maximum of two
adults.
parking is available on site - please follow signs
to the Christmas Kingdom Car Park on arrival.
Directions for how to get to The Celtic Manor
If you would like to experience both ice skating and
Santa’s Grotto we strongly suggest that you choose
an ice skating time before your visit to Santa.
Resort can be found on the ‘getting here’ page of
our website celtic-manor.com.
Santa’s Grotto Gift
This year Santa has specially selected a bespoke soft
toy as a gift to be given to all children. The gift will
be embroidered with the ‘Christmas Kingdom at
Celtic Manor’ logo for a lasting memento of their
visit.
3. Ice Skating
When is the ice skating rink open?
From 26th November - 18th December
Monday - Friday - 4pm - 7pm*
Saturday and Sunday - 10am - 8pm*
From 19th December - 3rd January
(Closed Christmas Day)
Daily - 10am - 8pm*
New Years Eve - 10am - 5pm*
* Last skate time
How long does Ice Skating last?
Each ice skating session lasts for 45 minutes - please
arrive 15 minutes beforehand to get your skates on!
Complimentary skate hire is included in the ticket
price. Late arrivals will still be allowed on the ice,
however please note that the session will finish at
quarter to the hour.
What size skates are available for ice
skating?
The following skate sizes are available:
Adults - 5,6,7,8,9,10,11,12
Children - 9,10,11,12,13,1,2,3,4
Guests are welcome to bring their own skates which
must be checked for suitability prior to entering the
ice rink (speed skates are not permitted).
Are there any skating aids for children?
Child skating aids are available to book in advance
on a first come first served basis, we cannot
guarantee availability on the day. A small charge
will apply. There are three different height skate aids
available:
Polar Bear Skate Aids - 90cm high.
Penguin Skate Aids - 80cm high.
Seal Skate Aids - for smaller children to sit on.
4. General Information
What are the age restrictions at Christmas
Kingdom?
Santa’s Grotto is suitable for children of all ages,
however, the minimum age for Ice Skating is 3 years
old. Please note that children must be accompanied
on the ice by a responsible adult at all times. When
purchasing tickets for Ice Skating, child prices apply
for participants aged between 3 and 12 years only.
How do I get to Christmas Kingdom?
Christmas Kingdom is located on the Rooftop
Garden (HC level) at Celtic Manor’s Resort
Hotel. Plenty of complimentary outdoor
A complimentary shuttle bus will run from the Car
Park to Christmas Kingdom (please note that once
you get off the bus there will be a short walk to
Christmas Kingdom)
Can I bring a buggy/pushchair into
Christmas Kingdom?
There will be an area reserved for buggies to be
parked once you arrive at Christmas Kingdom.
Please note buggies are left at own risk.
Can I bring my dog?
Sorry, you can’t bring your dog to Celtic Manor
unless it is an official trained assistance/guide dog.
Can I bring my own food?
No, but don’t worry, there are lots of delicious
Christmassy goodies to eat and drink which can be
purchased on the day. Warm yourself with a hot
chocolate or glass of mulled wine from the under
cover rink side bar (open 10am - 9.30pm daily) and
refuel with delicious treats from our log cabin which
has a perfect view of the ice rink.
I think I may have lost something during my
visit to Christmas Kingdom, what should I
do?
For all lost property queries please email
[email protected]
5. Visitors With Limited
Mobility
Do you have dedicated disabled parking
available?
Disabled parking spaces are available in the
underground car park of the Resort Hotel for ‘Blue
Badge’ holders only (underground parking charges
apply).
Do you have disabled toilet facilities
available?
Disabled toilet facilities are available in the Resort
Hotel Lobby and are accessed via the main hotel
lifts.
6. Safety At Christmas Kingdom
Can children visit Christmas Kingdom on
their own?
At Christmas Kingdom we class a child as being
aged 12 years or under and all children must be
accompanied by a responsible adult at all times.
Children will not be admitted to the event unless
accompanied by an adult. Whilst at the event,
children must remain under the supervision of an
adult at all times. Our site and attraction managers
reserve the right to determine the ratio of adults
in relation to children required for adequate
supervision. Please see our Terms and Conditions
displayed at the Christmas Kingdom site for more
details.
7. Adverse and Extreme
Weather Policy
Ice Skating:
Ice Caution
Climatic conditions can affect the surface of the ice.
Calm, cold days mean the ice surface will remain dry.
Wind causes friction which warms the ice, resulting
in a wet surface. Rain falling onto the ice also creates
a wet surface. All of these climatic conditions are
beyond the control of the operator of an outdoor
ice rink. If the surface of the ice is wet due to either
wind or rain this does NOT make it unsafe to skate,
although you may get wet if you fall over!
Ticket Policy - Adverse Weather
The Christmas Kingdom Duty Manager will make
the final decision on ice rink closure should weather
conditions become too inclement. If a decision is
made to close the ice rink you will be offered the
option of either a refund or an exchange, which
can be processed at the Christmas Kingdom Ticket
Desk or by calling the Reservations Team on 01633
410318 the following working day.
If the ice rink is deemed safe despite the weather
conditions but you arrive on the day and make your
own decision not to skate, we can only exchange your
tickets.
Should a decision be made to evacuate the ice rink
mid-session, then the following points will apply:
•
•
If the session has lasted 30 minutes or more, no
refunds or exchanges will be offered.
If the session has been in progress for less than
30 minutes, customers can either exchange or
refund their tickets
Please note: Ice by its very nature is
dangerous and customers are advised to take
extra care, particularly when it is raining.
Santa’s Grotto:
Please note that Santa’s Grotto will be open in all
weathers, as the attraction is located indoors within
the Rooftop Garden terrace building.
8. And Finally…
Is Father Christmas at Christmas Kingdom
real?
Why not come and ask him yourself ! And don’t forget
to say hello to all his magical elves too. We hope
you’ve been very VERY good this year!