Christmas FAQ’s

Can I bring my under 18 months infant without paying full price?
We offer a reduced ticket price for children under 18 months old when attending with a full-price family group ticket.
Children under 18 months who attend without an older sibling will require a full-price family ticket for entry.
The under-18 months ticket includes a small teddy to take home, but it doesn’t include the bear stuffing experience. This ticket is only valid when purchased with a full-paying child’s ticket. If you’d like your baby to take part in the bear stuffing experience too, you will need to purchase a full-price ticket.

Will there be photograph opportunities?
Absolutely! Every family will have a professional photo taken in Santa’s living room, which will be available for purchase at the end of your experience.
There are also plenty of photo opportunities for you to capture along the way.

Will I be able to reschedule my booking if I can no longer make it?
You can change the date and time of your booking up to 24 hours before your scheduled visit.
Please note that changes are subject to current availability at the time of your request.
To amend your booking, email BGevents@bluediamond.gg with your reference code and the new date and time you’d like to switch to.

Is the experience the same as last year?
This experience is different from events such as Santa’s Christmas Journey and the Christmas Parties.
This year features a new immersive experience lasting between 30 – 45 minutes.
Please note that the VR ride will not be available as part of this year’s event.

Do I have to book in advance?
Yes, we will not be accepting walk-ins for this event. All tickets must be purchased via the website.

I’ve accidently booked the wrong date or time, what can I do?
Please rebook a more suitable time. Email BGevents@bluediamond.gg the confirmation email of the booking you can’t attend, and our accounts team will process a refund. Please allow 2 to 3 working days.

How many people can I bring to Santa’s Grotto?
We recommend a maximum of 6 people, however if you would like to bring more guests, that is fine. Due to the intimate atmosphere of the grotto, this may impact upon your experience.

I have not received my confirmation email. What can I do?
Please allow up to 24 hours to receive your confirmation email. If after 24 hours you have still not received this, please email BGevents@bluediamond.gg  and we will be able to forward your confirmation emails on to you.

Will you have the VR ride again this year?
The VR ride won’t be part of the line-up this time around. While it’s taking a little break, we’re always listening to what our customers want. So if you’d love to see it return in the future, let us know! Email us at bgevents@bluediamond.gg