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 opening
If you have not already done so can you please follow the ticket moving and refund procedures
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. If you
have not already contacted to be rescheduled please
follow the instructions below.
UPDATE 16/12/19 ---------------------
Please accept our apologies if you have had difficulty
contacting us, we have been overwhelmed by the amount of calls and messages in
our small office so we are sorry if we have not managed to reply to you yet.
We are also sorry that this is a generic message to all
customers that were affected by our opening weekend, we would have liked to
address everyone personally but there are 1000’s of customers that were
affected. Most of you would have already received your full refund or attended
your rescheduled date so this update will not be relevant to you.
Following some comments and speculation that we are a scam
or withholding money deliberately we thought we’d better issue everyone an
update to put customer’s minds at rest. Please rest assured that if you have
selected to have a refund for our opening weekend, you will receive one if you
followed the instructions outlined in our original post below and emails sent
to all affected customers.
Please accept our apologies for any delays is sending
refunds. After initially believing any refunds would be quickly processed
within 7-days we discovered that our booking system has limitations that we
were unaware of, namely it does not allow for refunds to be automatically
processed. Although it integrates with payment processors to receive payments,
it does not integrate with them for refunding or sending payments. This has
resulted in all refunds being processed manually by our small team one by one which
is a very time consuming process.
From the email you have sent (see refund procedures
booking is tracked down, then from the booking information held we move to the
card processor to locate your transaction by name/date/value, providing the
card name corresponds with booking name and the email refund request received
the transaction is refunded. This can take up to 10 minutes per transaction
providing all the information corresponds. Where different payment card names,
booking names or email addresses are used this process takes much longer to
verify the correct transaction is being refunded. Likewise where multiple
emails requests are received it takes longer as we are checking into
transactions that have already been refunded from an earlier email. Please note
that even after refunds have been actioned it can take up to another 7-days for
your card provider to process and show the refund (depending on your card
provider), sorry we have no control over this.
As a business we do still need to take on new bookings,
although we stopped advertising to allow a window to be able reallocate tickets
as a priority for affected customers we do need to promote our business and
fill the remaining spaces for our event. Please do not take offence to our
advertising or posts, this by no way means we don’t care about those affected
by are opening weekend, nor does it mean we are only interested in new
customers. New customer bookings and correspondence does not affect or delay
the refund procedure.
Unfortunately sending multiple emails, social media messages
or calls does not speed up the refund process, it only slows our team down that
are focused on refunds.
Leaving negative reviews or messages on new promotional
posts does not speed up the refund process, but it may cause damage to new
business. If you could leave your comments regarding refunds to the Customer Support
post provided on Facebook for affected customers it would be greatly appreciated and enable
our team to periodically check in to see if any help is needed.
Although we do understand your frustration, aggressive or
confrontational behaviour and messages does not speed up the refund process,
but may upset the team trying to assist you.
We do apologise if you feel you have not been updated, we
have tried to keep our facebook post and website updated with the latest
information we have but unfortunately we can not contact everyone individually
with an update due to the number of customers affected which would slow down
the refund team.
Thank you for your patience and please accept our apologies
again for any inconvenience or disappointment caused, we are working every hour
available to ensure you are refunded as quickly as possible and we wish all our
customers a very happy Christmas and New Year.
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 email@example.com 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.