There are many reasons why you may not be able to complete a booking and, by far, the most common reason is a declined credit or debit card but, there may also me other technical reasons.
It may be that the date is unavailable for some reason. If you see the ‘spinner’ going round and around, this indicates the site is very busy or you are booking from a device with a slow internet connection. Either give it a minute or two or please try again later.
Visitors will be able to book tickets for one child at a time or a maximum of three if the children are from the same family. A maximum of 2 adults will be allowed to accompany the children. Sessions may not be combined to allow extra adults in together. If you need to book for four or more children, this will need to be booked over two separate sessions with a maximum of two adults attending at any time.
Online booking will open on 14th October 2020 from 9am onwards.
All sessions must be booked in advance, this year we cannot allow any walk-ins. Track and trace information will be taken at the time of booking.
Sorry, No. Only children from the same household may attend a single session.
Please ensure anyone 12 years+ is wearing a mask on entering the shop. The grotto experience is located at the back and all guests aged 12 years and above must wear a mask throughout the experience. Children aged 11 and under do not need to wear a face covering.
Please do not arrive more than 5 minutes before your booking. Areas need to be sanitised between bookings and we cannot allow the waiting areas to become congested. Should you arrive too early, please take a look around the festive pop-up.
Unfortunately we cannot change bookings or refund non-attendance. Should, for any reason, the grotto need to be cancelled, full refunds will be given.
Firstly we ask everyone to sanitise their hands on arrival. At the moment we are not required to temperature check, however we reserve the right to include this should the Government change the current guidelines. The fairy will book you in and the elf will come and collect you.
For the last two years we have encouraged children to sit beside Santa in their own Grotto chair. This year children will stand with the accompanying adults 2m from Santa. Chairs will be placed in front of the sleigh so that photos can be taken of the children with Santa. These chairs are approximately 1.4m from where Santa sits. Please make sure you remember your phones & cameras as you
will not be able to retrace your steps or re-enter at Grotto reception.
The Track & trace process requires that we collect more information than in previous years. We ask the colour of your front door simply to personalise the child(rens) visit with Santa.
It is not possible to include this in this year’s experience, we will therefore be giving the children an activity to do at home.
12 months to 11 years.
£6 per child, free for a maximum of 2 accompanying adults. All must be from the same household.
There is no charge if they are accompanying a sibling with a ticket. The baby will not receive a gift though. If you are booking a slot specifically for a baby 12 months or over, then you will need a ticket.
Yes, booking confirmation emails are sent immediately a booking is made. If you have not received a confirmation email please check your junk mail/spam in case the confirmation is there.
Canterbury is easily accessible via bus, train and car. There are several car parking options including Whitefriars multi-storey, Watling Street car park and Dover Street car park. Additionally there are disabled spaces just a short distance away.
Ye, it is fully accessible.
We have positioned chairs at the bottom of the sleigh where children can sit to have their photos taken.
No, the closest facilities are within Whitefriars Shopping Centre in the toilets opposite the bus station.
Yes this is located in the reception area of the Grotto experience.
Please refer to our separate Covid-19 policy.
It may take a few seconds to load the available dates/times especially on slow connections and using a mobile data connection.
Please do NOT attend if any member of your party are displaying Covid-19 symptoms.
We’re striving to make this Christmas at Whitefriars as enjoyable and as festive as possible for our visitors but, due to local authority and government guidelines during the pandemic, certain restrictions have been placed upon us and, as a result, we are hoping to go ahead with a scaled-down version of the previous year’s attractions.
This is an ever-changing situation so please watch this website and social media for the latest updates. While we will endeavour to meet our commitments to bookings, dates etc. new guidelines may mean some cancellations or changes to the advertised itinerary.
This is important information for the safeguarding of you, your children and those around you. Please read.
Your safety is our priority. Please book the Santa’s Grotto in Whitefriars Shopping Centre with the knowledge that we are doing everything we can to ensure a safe experience. We will continue to monitor and respond to all Government regulation changes.
We are working hard to ensure a consistent, high quality experience for all of our visitors. However, with the response to the pandemic constantly changing and evolving, it may be necessary to adapt or cancel at short notice. Please be assured that you will be offered a full refund or offered an alternative date should the Grotto be able to re-open before Christmas.
On the day of your booking, if you or any of your party are experiencing Covid-19 symptoms including a high temperature, a new continuous cough or loss or change to your sense of smell or taste, we ask that you do not attend for the safety of other visitors and our grotto team. We also ask that if you have been contacted through NHS Track and Trace you do not attend.
Please do not forget face coverings for everyone aged 12 or above. At the moment we are not required to temperature check, however we reserve the right to include this should the Government change the current guidelines.
Lastly please do not attend if you know you have been in contact with anyone also suffering from a high temperature, a new continuous cough or loss or change to your sense of smell or taste.
Thank you for understanding