Q: Do I get a discount as a Member of the Caves?
A: Yes – there is a voucher code for booking and this will have been sent out to you by email.
Q: I haven’t received my voucher code – can I still get one?
A: Yes, just drop us an email with your membership number and name to firstname.lastname@example.org and we will forward the voucher code on to you.
Q: Is there accessible parking?
We do not have designated parking for the Caves. There is some on-street parking to the front of the Caves where you can remain for an hour; our nearest car park is Trinity Square. More information on the getting here link below.
Q: Is there an access statement and visual story for Christmas?
There will be both an access statement and a visual story for Christmas. You can find it on the accessibility link below.
Please do contact us with any questions around accessibility and Father Christmas, we will do our best to help.
Q: I’ve booked my tickets online but haven’t received an email confirmation
If you haven’t received a booking reference then please email email@example.com with your full name and postcode and the date and approximate time of your booking.
Q: I want to move my booking
A: We’re sorry, but tickets are non-transferable.
Q: I want to cancel my booking and get a refund
A: We’re sorry, but tickets are non-transferable. However, please see our COVID-19 Christmas Promise on the link below.
Q: I want to buy extra tickets for a date/time that is sold out.
A: It is not possible to buy extra tickets for dates or times that are sold out. Ticket numbers are limited to enable social distancing.
Q: Can my whole family visit with my child?
A: We allow 2 adults for free per family group; extra adults may be booked at £4.50 an adult, as long as we have space. Please note group sizes will not be allowed to exceed 6, in line with government guidelines.
Q: Should I book a ticket for each child?
A: Only children who have a ticket will get to meet Father Christmas and receive a gift. If you wish for each child to meet Father Christmas and receive a gift they will need their own ticket.
REFUNDS & TRANSFERS
Q: What will happen if someone in my booking is required to self isolate due to COVID-19?
A: In line with our COVID-19 Christmas Promise we will refund your booking if contact is made up to 24 hours before your booking. Proof may be requested.
Q: What will happen if a national lockdown is in place?
A: If the event is cancelled due to a national lockdown then a full refund will be processed
Q: What will happen if a local lockdown is in place?
A: If the local lockdown is for Thanet and the event cannot go ahead as planned, then a full refund will be processed.
If the local lockdown is outside of the Thanet area and the event can go ahead as planned, then a refund will only be available if contact is made up to 24 hours before your booking.
Q: I have booked for the wrong day – can I transfer over to another day?
A: No, we are unable to offer exchanges or refunds once tickets have been purchased.
Q: Can I take my own photos in the Grotto?
A: Yes, you are able to take your own photos, though we will have instant photographs available as a memento for £1 a picture.
Q: Will I need to wear a mask for our visit?
A: Everyone over the age of 11 will have to wear a mask or other suitable face covering for the duration of your visit. (Exemptions apply.)
Q: What social distancing measures will be in place?
We will ask you to remember to socially distance from Father Christmas. Numbers will be limited to prevent overcrowding and enable social distancing throughout your visit.
CAFÉ AND SHOP
Q: Will food be available?
A: Our café will be open the same hours as the grotto experience with festive specials for all the family. We will monitor the latest guidance but are hoping to have plenty of inside seating available.
Q: Will dietary requirements be catered for?
A: We will always have Gluten Free, Vegan and Vegetarian options available. If in doubt just ask one of the team about any dietary needs or allergies you may have.
Q: Will the shop be open?
A: Yes! We will have plenty of festive goodies as well as Cave-themed items and gift ideas a plenty.
FAQs are subject to change in line with the latest Government guidance.
If your question is not answered above please email firstname.lastname@example.org with your query. If you already have a booking reference please include this in your email. All emails will be dealt with on a first come first served basis.