FAQs

Dates

Selected dates from Monday 20th November – Friday 24th December 2023.

Times

Each session is 15 minutes long. Sessions take place at selected times between 10am and 8pm.

*Please ensure you arrive no more than 5 minutes before your booking to avoid congestion and overcrowding, this will ensure the safety of our customers and staff. Please note session times are staggered, and therefore your experience may not start at your booking time.

*See https://www.hamleys.com/santas-grotto for specific times and dates.

How do I book?

Online at https://www.hamleys.com/santas-grotto

When can I book?

Tickets will go on sale Monday 16th October 2023. Bookings must be made and paid for in advance.

How much does it cost?

There are three pricing options for Santa’s Grotto 2023:

1.       20th, 21st, 22nd, 23rd, 24th, 27th, 28th, 29th, 30th November and 1st, 4th, 5th, 6th, 7th, 8th, 11th, 12th, 13th, 14th and 15th December: £55 for entry of 3 people into the Santa’s Grotto. This is the minimum order for these dates and will apply for smaller groups. To add additional people to your group, you must purchase an additional guest ticket for £15.00 per person (applicable for all ages). Anyone without an additional ticket will not be allowed to enter the room. The maximum amount of people in one group is 6, this must include one adult. Bookings must be made and paid for in advance.

2.       25th and 26th November and 2nd, 3rd, 9th and 10th December: £70 for entry of 3 people into the Santa’s Grotto. This is the minimum order for these dates and will apply for smaller groups. To add additional people to your group, you must purchase an additional guest ticket for £17.50 per person (applicable for all ages). Anyone without an additional ticket will not be allowed to enter the room. The maximum amount of people in one group is 6, this must include one adult. Bookings must be made and paid for in advance.

16th, 17th, 18th, 19th, 20th, 21st, 22nd, 23rd, and 24th December: £100 for entry of 4 people into the Santa’s Grotto. This is the minimum order for these dates and will apply for smaller groups. To add additional people to your group, you must purchase an additional guest ticket for £20 per person (applicable for all ages). Anyone without an additional ticket will not be allowed to enter the room. The maximum amount of people in one group is 6, this must include one adult. Bookings must be made and paid for in advance.

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

This year’s Santa’s Grotto will be a 15-minute session for each group.

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

If you wish to add additional people to your group, you can do this at an additional charge of £15 per person. The maximum amount of people in a group is 6. No additional people will be allowed into Santa’s Grotto apart from the booked group amount. Anyone attending on the day without a ticket will not be permitted entry to the Santa’s Grotto.

What steps are you taking to ensure a safe environment?

At Hamleys, we are proud to have created an environment that is enjoyable, fun, and safe. Our customers and colleagues safety are our top priority and as such, our teams have worked hard to ensure that we continue to help you and your family create magical memories, safely. To ensure safety, we have identified and assessed potential risks and implemented control measures.  There is a maximum of 6 people per Grotto and each session will be dedicated to your group to ensure a personal experience

What age is it for?

The Santa’s Grotto at Hamleys London is most suitable for children aged 2-8 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. Without prior booking online, any additional people, including younger children, will not be allowed into the Santa’s Grotto room.

Are parents and guardians allowed to watch?

Parents and guardians are allowed into the Santa’s Grotto room ONLY if an additional booking has been made which includes them in the group booking. Without prior booking online, any additional people will not be allowed into the Santa’s Grotto room. There must be one adult present for each group booked.

What does this event include?

Meet the Hamleys Elves, receive a special gift bag and have a meet and greet with Santa himself.

Menu  

No food or refreshments will be served during this experience.

 

Terms & Conditions

 

INTRO

Please read our Terms and Conditions before booking your ticket(s). By purchasing ticket(s) for The Santa’s Grotto at Hamleys you & your child(s) 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 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 Santa’s Grotto at Hamleys London is tailored for children aged 2-8 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 Santa’s Grotto will not be allowed entry to the room. One ticket grants entry for 1-3 (4 between 16th and 24th December) people into Santa’s Grotto. Any additional people that wish to be added to this booking must be included in the booking at an additional cost (applicable for all ages). There is a maximum number of 6 people per booking.

REFUNDS

Hamleys will be offering hassle-free refunds for Santa’s Grotto bookings. 48 hours notice must be given. For refunds please contact - 0371 704 1977 and press option 5.

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 you permit your entry into the Santa’s Grotto experience.

PRICE

Ticket pricing will be confirmed when tickets for 2023 go on sale.

ENTRY TO THE SANTA’S GROTTO AT HAMLEYS

Please arrive no earlier than 5 minutes before your session to avoid congestion and overcrowding. Visits to the Santa’s Grotto are staggered therefore your visit may not start at the time of your booking

ELF MEETING POINT

Children attending Santa’s Grotto at Hamleys London will be greeted by a Hamleys Elf in the Christmas Shop on the Ground Floor. Late entry will result in a loss of the booking, and we will be unable to rearrange your ticket. At this special time of year, Hamleys London can be particularly busy. We advise customers to take this into account when planning your visit.

BEHAVIOUR

We reserve the right to ask guests to leave if we believe their behaviour is adversely affecting the pleasure of our other guests.

SPECIAL REQUIREMENTS

It is the parent’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. No filming is allowed inside The Santa’s Grotto. There will also be an opportunity to buy additional photos from our photo booth.

RUNNING ORDER

We reserve the right to change the order of events of any Santa’s Grotto at Hamleys 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 fun generic gift bag that is suitable for ages 2-8 years. The contents of the gift bag can be altered by Hamleys at any time due to unforeseen circumstances. No gifts can be exchanged for alternatives or cash voucher.

MY DATA

The purpose of collecting customer data is solely for the purpose of enhancing the Santa’s Grotto experience at Hamleys Regent Street. It will not be shared with any third parties.

The data collected will be erased by 30th December 2023.

FEEDBACK

We endeavour to provide the best possible experience at Hamleys. Please contact us via our customer service helpdesk if you would like to discuss your experience at Hamleys. 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

1. 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, and unexpected black out, electricity failure. If this happens, we will attempt to provide an alternative visiting time for you, but this cannot be guaranteed.
2. 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.