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Questions & 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

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 endeavor 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].

 

 

TICKET QUESTIONS

 

What is included in the ticket price?

The entry ticket price includes; entry to the Reindeer Lodge for visitors aged 3 years and over (2 and under do not require an entry ticket), woodland and lakeside lighting trails, see the reindeer in their paddocks and stables with reindeer talks, meet story time characters, elf stage shows and entry to Toy Town and the Toy Workshop. Fairground rides (excluding VR Sleigh Ride & Polar Express Train) are included along with Posting a letter to Santa at the Toy Town Post Office.

The Santa's Grotto is optional and visits can be added to your entry tickets when booking. All children (0-17 years) will require a grotto ticket to see Father Christmas with a gift for every child. Accompanying adults do no require a grotto ticket. 

 

Other attractions, food, drink and retail items are optional and can be purchased separately on the day of your visit.

 

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.

Do I need a ticket for under 2's?

Children aged 2 and under are FREE to enter and do not require a ticket. However if you wish to visit our Santa's Grotto during your visit each child (0-17 years) will need a grotto ticket which can be purchased on booking. 

 

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 ticket value. Tickets purchased during an offer or promotional period can not be amended outside of the offer period. 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. Tickets purchased during an offer or promotional period can not be amended outside of the offer period.

 

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. 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.

 

Can I just come and see the Reindeer? I don't want to see Father Christmas.

Yes, our Santa's Grotto is optional so reindeer and lighting trail visitors are welcome without seeing Santa, so it is suitable for all ages.

 

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 visit time is expected to last up to 2 1/2 hours, which is plenty of time to visit everything on site. 

Do I have to pay for parking?

FREE onsite parking provided for up to 3 hours.

How much are the extra activities?

Additional activities not included in the entry price, like the prize game stalls and toasted marshmallows use tokens which can be purchased on the day. Tokens are £3 each or a bundle of 8 for £20 (£2.50 per token). Most rides and activities are 1 token each. 

 

Are there any toilets?

Yes, we have toilets that are continuously cleaned around the attraction.

 

Are dogs allowed on site?

Yes, but they must remain on their lead at all times. Please be mindful of other visitors who may have a fear of dogs. 

Are you wheelchair accessible?

As an outdoor event located in hillside woodland there are slopes and pea gravel pathways that are harder going for thin and small wheeled chairs, wider tyres or free wheel/off road wheels are better suited. The paths are clean and even and there is a Polar Express Train which stops at stations around the site. 

Is there food and drink on site?

Yes, we have a variety of hot food and meals, kids meals and festive drinks, mulled wine and toasted marshmallows.

 

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 start from £5, with duplicates from £3 each.

 

Are there baby changing facilities on site?

Yes, we have a baby change area in Toy Town

 

Is there any Public Transport?

Our nearest train station is Penyffordd. This is just under 10minutes drive away. There is a bus stop at the end of our driveway on Queens Street, Leeswood. 

 

SANTA QUESTIONS

 

Do we get to meet Santa?

Visits to Santa are optional and can be booked separately at checkout. Santa visits are done one family at a time and you will get a photo opportunity with him.

 

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

Booking Terms and Conditions

When purchasing tickets online you are agreeing to our Terms and Conditions.

Customers must read our Frequently Asked Questions above to ensure the event is suitable for them before booking which form part of our terms and conditions and cover procedures in relation event attendance and cancellation due to Covid-19 or subsequent pandemic restrictions.

Tickets purchased online will be sent via email as a PDF to the email address you used when making the booking. Please print these tickets and bring them with you on the day of your visit. If you are unable to print your tickets you are welcome to show your tickets via phone or tablet on your arrival. 

Customers are advised to check their tickets upon receipt as mistakes cannot always be rectified. Customers should contact the Reindeer Lodge immediately upon receipt if there is a mistake.

Each ticket is valid for admission for the number of people aged 3 or over shown on the ticket. Children aged 2 and under do not required a ticket but must be accompanied by an adult ticket purchaser.

Souvenir photographs, Food and drink, Retail items and other attractions on site are not included in the ticket price and can be purchased separately on the day of your visit.

Please be aware that all children must be accompanied by an adult at all times.

Dogs are permitted on site but must stay on a lead with you at all times.

The price of the ticket shall be the price set at the time the Customer’s order is accepted by the Reindeer Lodge. No order will be accepted until the Reindeer Lodge receives full payment. Tickets may be restricted to a maximum number of visitors per booking.

Tickets purchased online cannot be used in conjunction with any other offer and once booked are non-refundable and do not provide for customer cancellation.

Ticket amendments can be made up to 7-days prior to the date of your visit subject to availability. Any changes to the time and date of your booking can only be implemented for the same price ticket. Tickets of a different value must be purchased separately before the original ticket can be refunded.

The Reindeer Lodge reserves the right to make alterations to the published Event program and change or remove animals on display where reasonably necessary. Where the Reindeer Lodge is required to cancel an event we will endeavor to offer customers an alternative date for their visit and soon as it is possible, where a customer is unable to attend any of the dates available for the rescheduled event a refund will be offered in full on commencement of the rescheduled event.

Where an Event is cancelled or re-scheduled, The Reindeer Lodge will use all reasonable endeavors to notify the Customer using the details provided at the time of order. The Reindeer Lodge does not guarantee that the Customer will be informed of such cancellation before the date of the Event. Please check our website before travelling that an Event has not been cancelled or rescheduled.

No refunds or compensation of any kind will be offered to Customers who are refused entry or removed from the Venue due to unacceptable Behaviour including breaching the visitor rules, ignoring written warning signs or instructions on-site, damage or vandalism of Reindeer Lodge property, mistreatment of any animals and verbal or physical abuse or aggression towards staff or other visitors.

Customers who either leave during an Event or arrive after their Event ticket time will only be granted admission or readmission to the Event at the discretion of the Reindeer Lodge.

If a Customer experiences any issues or problems with their enjoyment of the event during their visit, the Customer must inform Venue staff immediately as issues cannot always be resolved after the Event.

All property brought on to the Venue including vehicles are brought at the Customer's risk and the Reindeer Lodge shall not in any way be responsible for any theft, loss or other damage in respect of such property.

The Reindeer Lodge will not be responsible for any loss, damage, death or injury howsoever caused (other than death or personal injury resulting from the negligence of the Reindeer Lodge) unless the Reindeer Lodge has breached its legal obligations and such loss or damage is a direct and reasonably foreseeable result of such breach.

Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged are at the Customer’s own risk.

Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund of the purchased ticket price from Reindeer Lodge only.

The Customer acknowledges that photographs, filming and recording authorised by the Reindeer Lodge may be carried out from time to time. The Customer consents to being included in such photographs, films and recordings and the use, reproduction, storage, distribution and broadcasting of such films and recordings (including any copies made) by the Reindeer Lodge without pay.

The Reindeer Lodge will hold images of you during your visit to us that are taken by our photographers for the purpose of retail sales to yourself only. Your images will not be shared or sold to anyone else. Images are stored on photographic equipment for the duration of the event to enable you to purchase your photographs from the Reindeer Lodge. All images are deleted within 60-days after the event.

Our site has CCTV and you may be recorded when you visit. CCTV is there to help provide security and to protect both you and the Reindeer Lodge. CCTV will only be viewed when necessary (e.g. to detect or prevent crime) and footage is only stored temporarily. Unless it is flagged for review CCTV will be recorded over.

The Reindeer Lodge processes information about you in accordance with our Privacy Policy. By using this Website, you consent to such processing and you warrant that all data provided by you is accurate. Please see our Privacy Policy for further details.

If you have any queries please email: info@reindeerlodge.co.uk or write to us at: Reindeer Lodge, Black Meadows, Leeswood, Mold. CH7 4SQ

BOOK TICKETS

Book your 2024 Christmas adventure now at:

https://www.tickettailor.com/events/reindeerlodge/1104445

Tel: 01244 747 686

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