FAQs

When does the event take place?

The Hamleys x The Ritz London Christmas Grotto will take place from Wednesday 6th December to Sunday 10th December 2023 inclusive.

What time is the event?

Sessions take place at selected times between 8am and 8pm. Each session is 30 minutes long.

*Please ensure you arrive no more than 15 minutes before your booking to avoid congestion, this will ensure the safety of our clients and staff. Please note session times are staggered, and therefore your experience may not start at your booking time.

*See https://www.hamleys.com/the-hamleys-x-the-ritz-london-christmas-grotto for specific dates and times.

How do I book?

Online at https://www.hamleys.com/the-hamleys-x-the-ritz-london-christmas-grotto

When can I book?

Tickets can be booked from Thursday 9th November 2023. Bookings must be made and paid for in advance.

How much does it cost?

The base cost for the Hamleys x The Ritz London Christmas Grotto experience is £250.00, which allows entry for a group of up to 3 people inclusive of at least 1 adult. This is the minimum order.

Additional tickets are priced at £75.00 per person. The maximum amount of people in one group is 6, this must include at least 1 adult.

Bookings must be made and paid for in advance.

How long will I be in Santa’s Grotto for?

The experience will be a 30-minute session for each group.

Am I allowed to bring more people than I booked for?

Tickets allow entry for up to 6 people. No additional people will be allowed into the Hamleys x The Ritz London Christmas Grotto apart from the booked group amount.

What age is it for?

The Hamleys x The Ritz London Christmas Grotto is most suitable for ages 2 – 10 years.

Can I bring my younger children along to watch?

Younger children are allowed into the Santa’s Grotto room only if an additional booking has been made, which includes them in the group booking of up to 6 people.

Are parents and guardians allowed to watch?

Parents and guardians are allowed into the Santa’s Grotto room. They must have a booked and paid for ticket in order to do so.

What does this event include?

The event includes meeting the Hamleys Elves and The Ritz Page, before a bespoke Christmas experience in a Deluxe Suite at The Ritz London. All children will receive a special gift bag and a meet and greet with Father Christmas himself.

Will there be any refreshments?

Tea, coffee and hot chocolate will be served during the experience.

Terms & Conditions

Please read our Terms and Conditions before booking your ticket(s). By purchasing ticket(s) for The Hamleys x The Ritz London Christmas Grotto you and your child(ren) are agreeing to comply with our Terms and Conditions. All children must be accompanied by at least one adult and must remain under that adult’s supervision at all times.

*The welfare and safety of all children therefore remains the full responsibility of the parent/guardian attending and not of Hamleys and The Ritz London staff.

*Children attending together in the same group can be supervised by one adult. In these circumstances there must be one adult per booking.

TICKETS

The Hamleys x The Ritz London Christmas Grotto is tailored for children aged 2 - 10 years. Bookings must be made by someone over 18. Every group booking must include at least one adult. Please note any person of any age who is not booked to attend The Hamleys x The Ritz London Christmas Grotto will not be allowed entry to the room. One £250.00 ticket grants entry for 3 people and subsequent £75.00 tickets can be purchased for up to 3 additional guests. The ticket is valid for a single entry and is non-transferable and non-redeemable. Duplicate tickets will not be issued for lost or stolen tickets.

REFUNDS

Hamleys and The Ritz London will be offering hassle-free refunds for The Hamleys x The Ritz London Christmas Grotto bookings. Hamleys and The Ritz London shall offer refunds of tickets within 30 days of its booking date and no later than that. 48 hours’ notice must be given before the end of this 30-day period.

MY BOOKING

Once you have completed your booking you will receive a confirmation email, including your booking reference number. You must present a copy of this confirmation on the day to permit your entry into the Hamleys x The Ritz London Christmas Grotto experience.

PRICE

The base cost for the experience is £250.00, which allows entry for a group of up to 3 people into the Hamleys x The Ritz London Christmas Grotto. This is the minimum order.

Additional tickets are priced at £75.00 per person. The maximum amount of people in one group is 6, this must include at least one adult.

Bookings must be made and paid for in advance.

ENTRY TO THE HAMLEYS X THE RITZ LONDON CHRISTMAS GROTTO

Please arrive at The Ritz London no earlier than 15 minutes before your session to avoid congestion.

ELF MEETING POINT

Children attending The Hamleys x The Ritz London Christmas Grotto will be greeted by a Hamleys Elf and Ritz Page in the hotel lobby. Late entry will result in a loss of the booking, and we will be unable to rearrange your session. At this special time of year, The Ritz London can be particularly busy. We advise customers to take this into account when planning your visit.

We reserve the right to ask guests to leave/refuse entry if we believe their behaviour is adversely affecting the pleasure of our other guests, involves illegal activities, violates any rules, or fails to comply with any security measures.

SPECIAL REQUIREMENTS

It is the parent/guardian’s responsibility to inform us at the time of booking of any special educational needs or disabilities and we will ensure they are accommodated for.

PHOTOGRAPHY

You are welcome to bring your own camera to take photos of your special memories. Please note that any photos can only be for personal use and not commercial use.

RUNNING ORDER

We reserve the right to change the order of events of any Hamleys x The Ritz London Christmas Grotto visit. Whilst we will always provide a fun range of creative and imaginative activities for children, we reserve the right to vary the range of activities, according to unforeseen circumstances. We provide a special gift bag that is suitable for ages 2 - 10 years. The contents of the gift bag can be altered by Hamleys and The Ritz London at any time due to unforeseen circumstances. No gifts can be exchanged for alternatives or a cash voucher.

FEEDBACK

We endeavour to provide the best possible experience. Please contact us via our customer service helpdesk if you would like to discuss your experience at the Hamleys x The Ritz London Christmas Grotto. Please discuss with us on the day where possible or contact us within a week of your visit. We regret that we may not be able to respond to your enquiry outside of this timeframe and we can only deal with feedback that is put in writing.

LIABILITY

We will not be liable for any injuries, loss of personal possessions, other losses or damage of any kind. This is due to the fact that all children are under the supervision of parents/guardians throughout the visit. We will not be liable or responsible for cancellation due to an event outside our control e.g., severe weather conditions, fire, flood, terrorist attack, unexpected black out, or electricity failure. If this happens, we will attempt to provide an alternative visiting time for you, but this cannot be guaranteed. These terms and conditions shall be governed by and construed in accordance with the laws of England and Wales and are subject to the jurisdiction of English courts.