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Questions and Answers
Please see some common questions asked below, if you can't find the answer you are looking for please contact us by email: tickets@reindeerlodge.co.uk
For details of our Covid-19 safety precautions [CLICK HERE]
Privacy Policy details [CLICK HERE]
For our Terms and Conditions [CLICK HERE]
What happens if there are Local or National pandemic lockdown and restrictions? We thought we'd be as upfront as possible on this, it's been a difficult couple of years for businesses and visitors alike not knowing who's going to be locked down or when. Although tickets do not provide for customer cancellation in our Terms and Conditions we will endeavour to be as accommodating as possible for you without you loosing the your ticket purchase price. Please note the booking fee is non-refundable.
If we are not permitted to run the event due to pandemic restrictions in our area or there is National lockdown requiring our business to be closed we will postpone our attraction running dates. If we do need to reschedule the event and you are unable to make any of the rescheduled dates or times we will refund your tickets (less the booking fee) or offer you a credit of your ticket price against a future event date.
If the area your live is in a local lockdown or you are unable to travel to our running event due to pandemic restrictions or official instructed isolation we will do everything we can to reschedule your visit to a later date. We do not offer refunds for non-attendance of a running event. If you can not make any of the rescheduled dates or times available after your local area or travel restrictions are lifted then we will offer you a credit of your ticket price against next year's attraction package.
To qualify for a rescheduled visit you must notify us in writing to tickets@reindeerlodge.co.uk PRIOR to your ticket entry date. Unfortunately we can not accept requests after the date of none attendance.
If you are unable to make the event for any other reason than pandemic area lockdown, travel restrictions, or self isolation then we are sorry but you will loose your tickets as they are non-refundable. Please see our terms and conditions for further details [CLICK HERE].
What is included in the ticket price? Ticket price includes; entry to the Reindeer Lodge, drive through the enchanted trail to see reindeer in their paddocks and stables, drive-thru visit to the Toy workshop and to see Father Christmas along with entry to festive walk around area. Prices include a gift for every child. Tickets are issued per CAR with prices reflecting number of occupants.
The experience can be done By DAY with stunning countryside views or By NIGHT with an amazing festive lighting display.
Is the time I book online the time I need to arrive? Yes,the ticket time booked is your entry time and start of your experience, Please try to arrive as close to your ticket time as possible.
Can I change my ticket time? Unfortunately due to high ticket demand we may not be able to amend or alter ticket times after purchase. Any changes that we can accommodate must be for the same occupancy and ticket value. Please ensure you purchase the ticket time you wish to visit. Please email tickets@reindeerlodge.co.uk for any change requests.
I need to amend my booking, what should I do? Please email tickets@reindeerlodge.co.uk with your booking details and we should be able to respond to you within 7-days. Please note any permitted changes will be amended subject to terms and conditions and availability. Please note we can not amend occupancy numbers or change tickets to a time/date of a different tickets value.
Do I need to print off my tickets? You can print your tickets or show your booking on your phone or tablet at check in. For your safety these can just be held up to your window at the check-in desk. We hold a full list of visitors due on the day.
I did not receive my booking confirmation/tickets, what should I do? Please check your junk/spam email folder. If not please email tickets@reindeerlodge.co.uk
Can we just turn up on the day? Sorry it is pre-booked ticket holders only. Tickets per time slot are limited, we only allow enough families per entry time that Father Christmas can see within that timeslot.
Can I just come and see the Reindeer? I don't want to see Father Christmas. Sorry, we do only offer the full package ticket for this event.
I don't have any children, can we still visit? Yes, we are open to all this year to come any enjoy the attractions and the atmosphere.
Do you do discounts for group bookings, disabled or carers? Sorry, we only offer our standard entry ticket prices for all visitors.
ATTRACTION QUESTIONS
Can I arrive early? No, please try to arrive as close to the ticket time you booked to avoid any unnecessary queues.
How long does it last? Your total drive-thru visit time is expected to last up to a maximum of 60 minutes, with an optional walk area area available afterwards.
Are there any toilets? Yes, we have toilets that are continuously cleaned in the arrival and departure areas.
Are dogs allowed on site? Yes, as a drive-thru we are pet friendly, but they must remain with you in your vehicle at all times on the trail. There is a rest area on arrival where dogs can be exersized on a lead before you start the trail.
Is there food and drink on site? Yes, we have a to your car door service available on arrival with a selection of hot food, kids meals and festive drinks. There's also festive food and drinks available in the walk around Christmas stalls area after the drive-thru.
Can we pay by card onsite? Yes, contactless payment is preferred but we do also accept cash and chip/pin. We do not have a cash machine or offer any cashback.
Can we take our own photos? Yes, you are more than welcome to take your own photos, we have plenty of photo opportunities during your visit and we do have professional photographers taking pictures which you can purchase on the day, but you are not obliged to buy any.
How much are photos if we want to buy them? Our souvenir photographs are £10 for 1, with duplicates at £3.50 each.
Can we stay on after our experience finishes? Yes, after the one-way drive-thru you can stay on for up to an hour in our festive walk around area.
Are there baby changing facilities on site? No, but there are areas you can pull up if you need to change your baby in the car.
My child has autism/ADHD, is there a quieter time to visit? As we are a drive-thru attraction your children will be staying with you in your car for the entire visit so there will not appear to be a busy or quiet time as your group size will remain the same. If your child does not travel well or does not like to be confined to the car this attraction may not be suitable for you.
Is there any Public Transport? Our nearest train station is Penyffordd. This is just under 10minutes drive away, however as we are a drive through attraction and you will need to arrive by car.
Will my car get stuck or dirty? No, we have hardstanding routes throughout the attraction to ensure an easy drive. There are gradual slopes but nothing steep. If your car is lowered to the point that you struggle to pass over a speed bump, then this attraction may not be suitable as there are speed bumps on the way in.
SANTA QUESTIONS
Do we get to meet Santa? Yes, you will get to meet with Father Christmas from your car.
Do children receive a gift from Santa? Yes, every child will receive a gift when visiting Father Christmas.
Does Santa have a real beard? He does not have a real beard, but we do use movie quality glue on beards which look very authentic.
If you can't find the answer you are looking for above please contact us by email and we will be happy to help: tickets@reindeerlodge.co.uk
Stay safe everyone and we look forward to seeing you soon. Thank you. |
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