GROUP BOOKINGS - FREQUENTLY ASKED QUESTIONS
1. BOOKING AND TICKET INFORMATION
When is Christmas Kingdom open?
Christmas Kingdom will be open from 24th
November 2016 until 1st January 2017.
How do I get my tickets?
Individual tickets will be sent to the group organiser
ahead of your visit. The organiser must ensure that
each attendee has a valid ticket on the day.
What should I do if I haven’t received my tickets?
Please call us on 01633 410318.
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.
Can I collect my tickets on the day?
Unfortunately this is not possible for group
bookings, unless you are purchasing your tickets on
the day.
2. SANTA’S GROTTO
What does my ticket include?
Santa’s Grotto Experience
Children will be split into groups of up to 15 (please
ensure this is done in readiness for your session
start time), one group will enter the grotto every
15 minutes. Each group will move around four
different experience rooms including; welcome from
the elves, Mrs Claus’ kitchen where all children
will be able to decorate a gingerbread tree, letter
writing room where they will be able to write a
letter or colour a picture for Santa, and finally
their individual visit to Santa. After visiting Santa,
children will be able to visit Santa’s reindeer.
The whole Santa’s Grotto experience lasts
approximately 60 minutes. We aim to see all
children within that 60 minute period however
during busy/peak periods this may take longer.
Group organisers are responsible for managing their
own adult:child supervision ratios.
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
How long does ice skating last?
Each ice skating session lasts for 45 minutes - please
arrive 15 minutes beforehand to get your skates on!
What is the maximum number of skaters allowed on
the ice skating rink per session?
The maximum number of people is 120. If you
have hired exclusive use of the ice skating rink this
does not mean that you have exclusive use of the
whole Christmas Kingdom site, please note there
may be other parties present.
What if I am late for my ice skating session?
Late arrivals will still be allowed on the ice, however
please note that the session will finish at quarter to
the hour.
Are skates included in the ice skating ticket price?
Complimentary skate hire is included in the ticket
price.
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. Please note that
charges 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
outdoor parking is available within the resort grounds
- please follow signs for parking on arrival and then
follow signs on foot to Christmas Kingdom.
Directions for how to get to The Celtic Manor
Resort can be found on the ‘Getting Here’ page of
our website celtic-manor.com.
Please ensure that you allow plenty of time to park
and make your way to Christmas Kingdom ahead of
your reservation.
Can our group travel to Christmas Kingdom
by coach?
Yes, there is ample space for coach parking in
the designated Christmas Kingdom Car Park.
On arrival, please follow signs for the coach/bus
drop off point (situated immediately adjacent to
the Resort Hotel with direct access to the Rooftop
Garden). After drop off, coaches should park in the
designated coach park area if required, then return
to the drop off point at the designated time for
collection.
Can I bring a buggy/pushchair into Christmas
Kingdom?
Yes, there is an outdoor area where buggies can be
left at your own risk. However, to avoid difficulty
we would strongly recommend you use the
underground parking facilities (charges apply) and
access the site via the 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. It is the responsibility of the
group organiser to manage their own adult:child
supervision ratios. Please see our Terms and
Conditions displayed at the Christmas Kingdom site
for more details.
7. ADVERSE AND EXTREME
WEATHER POLICY
Ice Skating:
What should I wear?
Remember that Christmas Kingdom is an outdoor
winter event taking place on our Rooftop Garden,
so please wrap up warm and dress appropriately
for the weather. Flat shoes or boots are strongly
recommended.
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?
There is food available to purchase at Christmas
Kingdom, however, we recognise the need for some
groups to be able to bring a packed lunch during
term time events. We are happy to discuss this and
suggest suitable options available to accommodate
this request for term time group bookings.
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]
Is there any seating available?
Seating is not available, should you wish to arrange
a seating area for your group please contact us via
email, [email protected] to arrange hire of
a separate function room.
5. VISITORS WITH LIMITED MOBILITY
Do you have dedicated accessible parking available?
Accessible 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 accessible toilet facilities available?
Facilities are available in the Resort Hotel Lobby
and are accessed via the main hotel lifts.
Ice Caution
Our ice rink is covered by an open-sided roof
structure, however, climatic conditions can still
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 we will endeavour
to move your group booking to a different date,
subject to availability. If this option is unavailable
individuals will be able to choose a different date to
visit, subject to availabilty.
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 Santa 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!