HAMLEYS & GOSH TERMS AND CONDITIONS
Hamleys London
Regent Street
Dates
Selected dates from Saturday 20th November – Friday 24th December 2021.
Times
Each session is 15 minutes long. Sessions take place at selected times between 9am and 7:30pm.*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://mcstaging.hamleys.com/santa-s-grotto.html for specific times and dates.
How do I book?
Online at https://mcstaging.hamleys.com/santa-s-grotto.html
When can I book?
Tickets can be booked from Tuesday 28th September 2021. Bookings must be made and paid for in advance.
How much does it cost?
£45.00 allows entry for a group of 3 people into the Santa’s Grotto. This is the minimum order 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.
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?
One group ticket allows entry for 1 – 3 people. If you wish to add additional people to your group, you can do this at an additional charge of £15 per person (this includes infants). 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 colleague’s 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 suits ages 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. 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.
What does this event include?
Meet the Hamleys Elves
Gift Bag
Meet 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 remain 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 four children.
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 child must be accompanied by at least one adult. Please note anyone who is not booked to attend The Santa’s Grotto will not be allowed entry to the room. One £45.00 bubble ticket grants entry for 1-3 people into Santa’s Grotto. Any additional people that wish to be added to this bubble must be included in the booking at an additional £15.00 per person (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, to ensure the safety of our customers and staff. 48 hours notice must be given. For refunds please contact - 0371 704 1977 and press option 5.
CANCELLATION
In light of the current situation with COVID-19 Hamleys will continue to monitor and assess the requirements and guidelines, notice of any cancellation will be provided to the booking contact. If Hamleys is required to cancel a Santa’s Grotto event, a full hassle-free refund for the cost of your session will be given. This does not include any travel costs or other loss incurred. We reserve the right to postpone or cancel a visit to Santa’s Grotto due to unforeseen circumstances.
If one or more members of your group are no longer able to attend due to testing positive for COVID-19, you will be offered a £15 refund per person. If the whole group decides to no longer attend due to one member testing positive, you will be offered a full refund.
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
£45.00 allows entry for a group of 3 people into the Santa’s Grotto. This is the minimum order 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.
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 a slot prior to opening at Hamleys Regent Street will be greeted by a Hamleys Elf at the entrance to the store.
Anyone with a booking before store opening will not be able to shop or purchase items and will be guided to the store exit prior to opening.
Children attending any other Santa’s Grotto at Hamleys London will be greeted by a Hamleys Elf in the Christmas Shop on the 3rd floor.
Late entry will result in a loss of the booking, and we will be unable to rearrange your ticket.
This special time of year Hamleys London can be particularly busy. We advise customers to take this into account when planning your visit.
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 dietary requirements 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 on 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.
FEEDBACK
We endeavour to provide the best possible experience at Hamleys. Please contact us via our customer service helpdesk hamleys.com/contact-us 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
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.
