Santa's Grotto 2018
Frequently asked questions about the Chepstow Express!
All children must be accompanied by an adult.
Please be aware, there will be areas that vibrate and moving images. If you have concerns, please contact us.
Please note, this grotto building will be outside, so warm clothing is advised.
please note our online tickets are booked through an external website - Ticketsource and their T's and C's apply on bookings alongside ours.
When is the grotto open?
The grotto opens on the 15th November between 3pm - 7pm for our Christmas Preview Event!
It will then be open weekdays 3pm - 6pm and every weekend during our usual opening hours.
The grotto will not be open on the following days:
Friday 16th November, Monday 19th November - Friday 23rd November, Monday 26th November, Monday 3rd December, Monday 10th December.
How much are tickets?
Children's tickets are £10 off peak (weekdays) and £12 peak times (weekends and Christmas Eve) and children will receive a gift from Santa. Accompanying adults are £4 each. An adult is classified as someone who is over 16.
How long is the experience?
Please allow 40 – 50 minutes for the grotto experience.
What is included in the experience?
The experience takes you on a journey from Chepstow Garden Centre train station, on to the Chepstow Express where you will experience a magical train ride simulation before you arrive at the North Pole, and on in to Santa’s Grotto. As you exit the grotto you will be in the toyshop, where children can select their toy from Santa and commemorative photos can be purchased.
Is there a real train?
No, as described above, the train ride is a simulation of a train journey to the North Pole.
Is the grotto outside?
The full grotto experience will be inside a marquee, but it can get cold in there so we suggest you wear warm clothing.
Why does Santa not give the toy?
We want to create the best experience possible for the children, and part of this includes the toy. We believe it is better for children to choose their own toy, so they can have exactly want they want, we do not want to pigeonhole them. We also want to give children the time to think about their choice and not feel rushed. Creating a toy area allows children to choose their own toy in their own time.
Can I take photos?
Photos/video’s can be taken within the rooms of the grotto except for in Santa’s grotto itself. There will be the opportunity to purchase family photos with Santa as you leave. We request that if you share photos on social media, you are aware of other children that are in the photos and make sure their faces are not visible.
Is the grotto wheelchair friendly?
Yes, the whole experience is wheelchair friendly. Please advise us on booking if you or a member of the group uses a wheelchair.
Do babies need a ticket?
No, a child under 1 does not need a ticket, but they will receive no gift from Santa. You can still have a photo with Santa and enjoy the experience with them.
If you would like your child to receive a gift, you can purchase a child ticket.
Can I take a pushchair in to the grotto?
No, pushchairs are not allowed in the grotto. There will be an area where pushchairs can be left near the entrance to the grotto. Please be aware pushchairs left here are at the owners risk.
Can I make a group booking of more then 10 people?
If we have availability we will try our best to accomodate a larger group. You will need to contact us by email on email@example.com
Please note, we can only make adjustments to ticket numbers Monday - Friday, 9am - 3pm.
A member of the group cannot make the booking; can I bring someone in their place?
Yes, as long as you do not bring more guests than the number of tickets you have purchased and the guest is suitable for the ticket type.
Is there parking near the centre?
Yes, we are a large car park which is free to use.
Can I amend my booking?
Unfortunately, once your booking is made, we are unable to make any changes to the time and date. If you wish to amend the date and time of your booking, you would need to cancel your original booking and rebook through the website. Please see our refund policy as charges apply.
Can I get a refund?
Please read our terms and conditions concerning our refund policy.
How can I cancel my booking?
Please email the Garden Centre on firstname.lastname@example.org to cancel your booking, please check our refund policy to see if you are eligible for a refund.