FAQs / Help

You will be emailed an order confirmation that will include your unique Booking Reference Number and a barcode that also contains this number. You may make a note of this number and take with you when you visit the Grotto in place of a ticket, although we suggest printing out the email as this will contain a barcode which will grant you quicker access.

No, we regret we are unable to issue refunds.

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.

It is at the entrance of the Grotto itself, inside the main entrance of the Emporium Building at Housing units

Though we try very hard to limit queuing time, at peak times you may be in the Grotto area for up to an hour, though we will do everything we can to make your time with us as magical as possible

Free car parking is available on site for up to 500 cars

Housing Units is a highly accessible site and free wheelchairs are available for customer use, but we are currently unable to offer pre-booking of these

We have extensive catering facilities throughout the store, along with clean and comfortable rest rooms in several locations

Breakfast with Santa, Dinner with Santa & Santa's Grotto

All tickets will be sold via the Housing Units' website

All tickets will go on sale on Thursday 7th September to coincide with the start of the Autumn Sale on the Housing Units website

• Immediate delivery of tickets
• An ability to book the time you want to visit us, in the comfort of your home without the need to visit the store
• Reduced queueing time
• A greatly enhanced, personalized experience for our younger guests – we’ll say no more, or risk spoiling the surprise

Please ask a friend or family member who has got internet access to help book tickets for the experiences on your behalf. By booking online, you will enjoy an enhanced experience

Regrettably, this is not possible. Please purchase your tickets via the Housing Units website.

Santa Experience tickets can be purchased using all major Credit and Debit cards, except American Express; you can also make payment through PayPal

• Our website employs state of the art encryption technology, with none of the customer’s account details being stored once a purchase has been made
• We take customers’ security very seriously, so please also note that all our Santas have also been fully CRB checked.

• The Breakfast/Dinner with Santa events are limited to 35 child places each session. These always sell out and so it is extremely unlikely there will be any places available if the tickets are not booked online
• You will be able to pay on arrival at the Grotto, unless all slots are sold out. However, you will be allocated the next available time slot, and we cannot guarantee you will be able to join the queue straight away. At peak times, it may be several hours before there is an available time slot. Therefore, to avoid excessive waiting time, it makes sense to book online.

Again, all details are on our website but for information:
• Grotto - £14.95 per child / adults F.O.C
• Breakfast with Santa – child £16.95, adult £11.95
• Dinner with Santa- child £16.95, adult £11.95

In line with all other ticket retailers, an additional 90p booking fee is added to each experience purchased, irrespective of the number of visitors booked for that session i.e. a family of 2 adults and two children booking for the Grotto still only pay an additional 90p in total

Again, full details are on our website, but for information:
• At the Grotto, each child will receive a personalised meeting with Santa, an age appropriate gift and a professional quality photo in a mount
• This year we have added an optional package upgrade, you can purchase a Bronze, Silver or Gold Package which will include the options of extra photo’s, snow globes and key rings. See our website for full details and booking.
• At Breakfast with Santa, children are personally met by Santa and given a gift. The breakfast meal itself includes a small English cooked breakfast for children, served with a soft drink and a cooked breakfast with hot drink for adults.
• At Dinner with Santa, children are served with a mini roast dinner, personally met by Santa and receive an age appropriate gift. Adults also enjoy a Christmas Dinner and a hot drink

Yes. To ensure our younger guests have a truly enjoyable experience, there are only 35 child places available for each session. There is no limit to the number of adults that can accompany each child attending each session

You can make any of these requests as part of the online booking process. We will always try to meet any special requests if given sufficient notice, but regret we can’t always fulfil every request

All details can be located on our website from the launch date, and will also be detailed in our in-store Point of Sale

On completion of your order, you will be emailed a digital ticket containing a barcode and booking reference number.  This should be printed out, kept safe and brought along to the start of the event

No problem! Simply make a note of the 8 digit Booking Reference Number and bring it with you.

Again, no problem! The person who made the booking can simply attend the event and bring ID

Yes! Most customers will normally be able to find their original e-mail issued when the purchase was made so they can re-print their own ticket. However, in the very few cases where this may not be possible, please contact us via e-mail to santa@housingunits.co.uk within 48 hours of the start of their event, and we can re-send you your ticket

• At the start of an event ticket will be scanned which stops it being used again.
• In the event of a lost ticket, if you are concerned it might be found and used by someone else, please send us an e-mail to santa@housingunits.co.uk and a ticket can be re-issued

You can cancel a booking and receive a full refund, within 48 hours of the start of the session you have booked. If you wish to cancel a booking, please contact us at santa@housingunits.co.uk

Once a booking has been made it cannot be changed to an alternative date. You will need to re-book for the new dates you require (subject to availability) and email us at santa@housingunits.co.uk stating your booking reference, name and full address to cancel the booking you no longer require. This is the only way to change the date on a booking and we are unable to change or cancel a booking over the telephone.

Any customer wishing to change their booking details should contact us at santa@housingunits.co.uk

• In the case of children, simply purchase another ticket for the date, time and event you desire, subject to there being spaces available
• For adults, there are no limits to the number of adult visitors to any of the events (adult tickets not required for Grotto, just come along!), however you must include a minimum of one child per booking. If you make a mistake and need help, please contact santa@housingunits.co.uk and we will do our best to solve your issue.

We welcome group bookings, but these are best booked online to secure the time slots you need. For groups of 10+ please send us an e-mail to santa@housingunits.co.uk prior to booking and we would be happy to help.

Customers should arrive 5 minutes before their allotted time slot

If you are more than 15 minutes late, you will be re-booked for the next available time slot. At peak times, this might be in several hours’ time and so it is always best to arrive on time

Though we try very hard to limit queuing time, at peak times you may be in the Grotto area for up to an hour, though we will do everything we can to make your time with us as magical as possible. However, more typically the wait time will be 30 minutes or less

Yes, no problem, with each photo being mounted in a protective HU frame. You will also have the opportunity to purchased additional items such as decorative picture frames, greeting cards & key rings, all featuring personalised photos from your visit

Customers are welcome to take their own photos of the children they accompany, though we would ask that this be kept as brief as possible

Please send us an e-mail to santa@housingunits.co.uk