Questions & Answers
Please take a look through the frequently asked questions and answers below, if you can’t find the answer you are looking for please email us on the details at the bottom of the page and our friendly team will be more than happy to help.
Please See Some Common Questions Asked Below
Ticket Questions
The entry ticket price includes; entry to the Reindeer Lodge, lakeside and woodland trail displays, see the reindeer in their paddocks and stables with reindeer talks, meet story time characters, all Stage Shows and entry to our Christmas Town, including helping the elves make toys in the Toy Workshop and post your letter to Santa at the Toy Town Post Office. Visits to the Santa’s Grotto are also included in your ticket price and every child will receive a gift.
Other optional attractions including 360* VR Sleigh Ride, Crafts, Toasting Marshmallows, Prize Game stall, food, drink and other retail items can be purchased separately on the day of your visit.
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.
Yes, a different ticket type is available for 0-2 year old children and must be purchased on the second booking options page. The Under 3’s ticket still includes all the activities of the standard ticket, including a grotto gift
Unfortunately, due to the popularity of this event we are unable to offer any cancellations, refunds, or amendments, therefore please be sure you can attend on the dates/times selected when you book. Tickets purchased do not provide for customer cancellation. Optional ticket protection from a 3rd party provider is available at check out should you wish to purchase it.
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.
Please check your junk/spam email folder. If it is not present, please email tickets@reindeerlodge.co.uk and we can resend them for you.
Sorry, it is pre-booked ticket holders only event. Tickets per time slot are limited.
The Santa’s grotto visit is included in your ticket price, you can however choose not to watch the Theatre Shows, Make Toys or visit Father Christmas, in which case you can exit Elven Town through the gift shop. Please let a staff member know.
Yes, we are open to all ages to come any enjoy the displays, attractions and festive atmosphere.
We do only offer our standard price tickets for all visitors for this event. We are unable to offer discounted concession rates, Blue light discounts or complementary carer tickets.
As a seasonal event, we operate under strict capacity limits per session. Every individual inside the venue occupies a fixed slot. Because all children must be accompanied by an adult guardian to navigate the experience, the requirement for an adult companion applies equally to all families attending. To keep our standard ticket prices affordable for all families without making the attraction unviable, we are unable to offer free or discounted carer tickets. Every person entering the attraction must hold a standard timed ticket.
No, sorry, it is just the standard entry ticket prices for all visitors. We are unable to accommodate groups larger than 8 people per grotto visit. If you have more than 8 people in your group you would need to book more than 1 group ticket. If booked for the same time slot you can still go round the trail together and will be in the same shows but your visit to Father Christmas would be in your booked groups of 8 or less people.
Although the lakeside lights are more effective after dark, the valley views are impressive during the daylight. Outdoor show lighting is more effective after dark, but the woodland lights, tunnels and indoor shows are effective any time of day.
Attraction Questions
No, please try to arrive as close to the ticket time you booked as possible to avoid any unnecessary queues or parking issues.
Your total visit time is expected to last up to 2 1/2 hours, which is plenty of time to enjoy the trail and activities on offer. We work on a rotation of visitors so that queues for activities are at a minimum and show times are allocated on arrival. This enables us to cap the number of people onsite at any one time and make a much more enjoyable visit for everyone.
Once you have checked in you will embark on our immersive experience which is a one-way trail, there are rest areas along the trail and free time when in the Elven Town to enjoy food, drink and other activities. On check in you are allocated your show time which is the last part of elf training, please ensure you have done all activities prior to this. Once you enter the stage show, elf workshop then grotto there is no return back into the Elven Town. The grotto marks the end of your visit. Please ensure you attend your show at your allocated time. Any late comers may not be able to be accommodated for the final part of the experience resulting in missed shows and grotto.
No, sorry, we only allocate a set number of families per time slot to control visitor numbers and prevent unnecessary waiting times for everyone. We operate a one-way system which allows free time in the town for you to enjoy before the next part of your experience. The grotto is the end of the visit and there is no return back to the Elven Town. There is a refreshment stand in the arrivals area where you can grab a refreshment for your journey home.
FREE onsite parking is provided for up to 3 hours for 1 car per booking. If you are arriving in more than one vehicle for the same grotto visit additional parking spaces can be purchased at booking check out. If you want separate grotto visits for your group please book separate tickets. Our car parking spaces are for standard size car vehicles. Unfortunately, we cannot accommodate larger vehicles.
Additional activities are optional and not included in the entry ticket price, such as the prize game stalls, crafts and toasted marshmallows can accept payment by card or cash on the day. Most additional activities are between £3.50 – £6 each.
Yes, we have toilets and easy access toilets that are continuously cleaned around the attraction.
Yes, we love our four-legged friends and well behaved dogs are allowed in all areas. Your dog must be entirely comfortable with crowds, livestock, loud noises, theatrical soundscapes, and intense festive lighting setups. If any of these elements are likely to make your dog nervous or uncomfortable please do not bring them to the event.
The enjoyment and safety of all our visitors is our absolute top priority. Dog owners must be mindful that some guests may have fears or phobias of dogs so please allow as much space as possible and keep your dog under control at all times.
Please help us protect our livestock by keeping your dog calm and under full control away from any livestock fence lines when approaching or passing the reindeer enclosures.
All dogs must remain on a short, secure lead at all times and be kept under strict control. If your dog displays any nervous, reactive, or unwarranted behaviour like repetitive barking, pulling or jumping, you may be directed by our team to move to a quieter area or to take your dog back to your vehicle.
As an outdoor event located in hillside woodland our trail does have some short intervals with steeper slopes which may make some heavier chairs harder to push up hill. Our trail pathways are constructed of compacted stone which are level and even. Some areas on level ground are constructed with pea gravel pathways that may be harder going for thin or small-wheeled chairs and scooters. We have easy access toilets on site. Please note, however, that we do not have hoists, harness, changing or bed facilities available. Please see our Accessibilty page for full details.
Yes, we have a variety of hot food and meals, kids meals and festive drinks, mulled wine and toasted marshmallows.
Yes, contactless payment is preferred but we do also accept chip/pin and also cash. We do not have a cash machine or offer any cashback.
Yes, you are more than welcome to take your own photos, we have plenty of photo opportunities during your visit and we may have professional photographers taking pictures which you can purchase on the day, but you are not obliged to purchase any.
Our souvenir photographs with a presentation sleeve are optional and cost £5 each.
Yes, Baby Change facilities are available in the main Elven Town toilet area and have ramped access.
We are not the easiest to reach by Public transport. Our nearest train station is Penyffordd. This is just under 10 minutes drive away. It is an unmanned station on the Borderlands Line, which connects Wrexham Central to Bidston in Birkenhead and is managed by Transport for Wales. Please check train routes and times before booking tickets to the event. Mainline stations in Chester and Wrexham are around a 25 min drive away with more regular timetables.
The nearest bus stop on King Street in Leeswood is the Wesley Methodist Church stop, located at the bottom of our track. Is served by the 27 bus route operated by Arriva UK Bus but has a limited timetable, running between Mold and Wrexham hourly until 17:50 Monday to Saturday. There is no Sunday route. Last bus from Leeswood in 18:24, Christmas eve times are shorter.
Please ensure you check updated times of operation with Arriva before booking tickets for the event and before travelling. To go to Mold bus station: use the bus stop on the same side of the road as the Wesley Methodist Church. To go to Wrexham bus station: use the bus stop opposite the Wesley Methodist Church
Santa Questions
Santa visits are included in your ticket price and performed one per family booking ticket at a time. Your show time is allocated when you check in on arrival. After the stage show and toy workshop you will then visit the Grotto. Please ensure you enjoy all the attractions on site you wish to participate in before your allocated show time as after the show and grotto there is no re-entry to the town area.
Yes, every child will receive a gift from the Elven Clerks after visiting Father Christmas.
Yes and No, sometimes… depending on the performer, where a real beard is not looking perfect we do use Movie Quality glue on Yak beards. Both look very authentic and befitting of the grand toy master himself.
Pandemic Questions
It is difficult 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 endeavour to be as accommodating as possible for you without you losing 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.
Any other Questions?
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
