Customer Support for
visitors affected by the postponed Grotto opening on
30th November and 1st December.
This page is to help customers affected by the postponed opening over last weekend.
If you have not already done so can you please follow the ticket moving and refund procedures
Please only email your preference once as multiple emails are duplicating the workload
and slowing down our support team.
Many of you will have already been contacted and your tickets moved to an alternative date, for those that are still waiting to hear a reply we should have completed all the requests by Tuesday 3rd December.
have have enough space to accommodate all tickets
changes around our existing bookings and it will
not affect numbers on site at any one time. Additional
time slots are being added where needed.
Most ticket refund requests have now been replied to and contacted with the remaining requests being confirmed Monday
Thank you for your patience and please accept our apologies for any disappointment caused. We look forward to see all the rescheduled customers over the coming weekends.
We regret to inform you that the Event organisers at the
Reindeer lodge have postponed events on 1st of December 2019. Future dates will not be affected by the repair works being
Please accept our sincerest apologies for your event date
cancellation and any disappointment and inconvenience it may cause. We have not
taken this decision lightly and will endeavour to help any booked visitors where
we can. A contact team has been set up to offer affected customers priority
bookings on all our remaining dates with free transfers to peak dates and
additional timeslots added.
Any customers holding tickets for the affected dates will be
offered replacement tickets for an alternative date or a full refund of tickets
If you have tickets for this date please accept
our apologies again, we have sent you an email to contact you using the contact
details you provided when booking. If you have not received an email please
check you junk folder or email
us at firstname.lastname@example.org with a date
you would like to amend to and we will endeavour to move your
As a large number of customers
are affected by this and to enable us to process your
ticket date changes or refunds as quickly as possible
please follow the proceedures below.
To reschedule your visit:
Please email us from your booking email address (email
address used when the booking was made) with the following
Timeslot you were booked on.
Date you would like to revisit.
To cancel your tickets for a
full refund:Please email us from your booking email
address (email address used when the booking was made)
with the following information:
Timeslot you were booked on.
Please state: REFUND MY TICKETS,
I do not wish to reshedule a visit.
Tickets refunds will be processed
and refunded within 7-days to the payment method used
when the tickets were purchased.