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COVID-19 measures, restrictions & booking policies

Safety Measures

We have a wide range of measures in place to keep our teams and customers safe. There's increased cleaning, screens at checkouts and desks, hand sanitiser and more. Our grotto experience has staggered sessions to avoid crowding.

Restrictions

Due to government guidelines, our grotto is limited to a maximum of 1 group of up to 6 people per session. This includes all adults, children and babies. We've also reduced the capacity of our grotto to prevent crowding.

Booking Policies

When you make a booking with us, your details will be stored and may be passed onto NHS Test & Trace if requested by them in the extremely unlikely event of an outbreak. You can change your booking up to 12 hours before your visit either online if you created an account during checkout, or by calling us on 01283 550516. CHanging your booking within 12 hours of your visit may incur additional costs. If you change your session to one with a higher price, you wil be required to pay the difference. If you cancel your booking at any time, we regret that you cannot be given a refund. If we cancel your booking due to being unable to operate or due to government restricitions then you will receive a full refund within 2 weeks of your session date.

Government guidelines change frequently, we will contact you by email if you need to know anything about your booking.

How do I use my DigiTickets?

You'll receive an order confirmation email which will contain your unique ticket and booking reference. Simply show this ticket on your phone when you arrive. You can alos print the ticket off if you wish, or write down the booking reference.

Do you issue refunds?

Tickets will only be exchanged or refunded if Garden King, in its absolute discretion, chooses to do so. For the avoidance of any doubt, pre-booked tickets are non-refundable in the event that admission is cancelled, refused or relinquished for any reason. Changes/Amendments to your booking: Any changes/amendments to your booking will incur an administration fee (£1 per person for date changes & ticket changes, £1 per booking for full cancellations). No refund can be given for cancellations made less than 2 weeks before your admission date. 

What happens when I buy a ticket online?

On completion of your order, you will be emailed a DigiTicket containing a barcode and booking reference number.  Present this ticket on arrival, or if you don’t have a printer, simply make a note of the Booking Reference Number.

I don't have a printer...

You do not have to print out the 8 digit booking reference – simply show your ticket on your phone or make a note of the Booking Reference Number and take it with you, coupled with some ID.

What time should I arrive?

We kindly ask that you do not turn up to the grotto until your allocated time slot, stated on your ticket, to avoid crowding. We do however recommend that you arrive at our garden centre 20 minutes before your booking to allow time to walk to our grotto and for any queues which you may be required to wait in as part of our social distancing measures. Get here early and have a look around our fantastic displays! Late arrivals may be turned away.

Is car parking available?

Yes, there is FREE car parking at Garden King garden centre. We may have members of our team in the car park directing your to available spaces, please follow their instructions.

Can I make group bookings?

We are unable to accept group bookings or more than 6 people due to government restrictions. You can book for a group of up to 6 people using our normal booking process.

Is there wheelchair access?

There is wheelchair access throughout the garden centre, and in the indoor sections of our grotto. We regret that the woodland walk part of our grotto in inaccessible to wheelchairs due to the uneven terrain of the natural woodland floor. Wheelchair users can skip this part of the grotto experience.

Can I purchase a ticket in-store or on the day?

We ask that all customers book online to avoid queues, although it may be possible to purchase a ticket on the day - but due to capacity limitations we may ask you to come back at a later entry date/time. Outside of grotto opening hours, we can only accept ticket purchases via the website.

Do you have restrooms available?

There is toilet facilities located next to our grotto experience, please use these before entering our grotto if you need to. Access to toilet facilities once inside our grotto experience is limited, and timings are strict so the experience will continue without you. 

Can I make a change to my booking?

Yes, if you created an account during checkout then simply login, select your booking and make changes up to 12 hours before your session start. Alternatively, call us on 01283 550516 and speak to a member of our team.

How can I get in contact with you?

For any grotto related enquiries please call Garden King on 01283 550516 or email grotto@gardenking.co.uk