The Experience is only at our Coolings Lifestyle centre, the full address:

Coolings Lifestyle

Main Road,

Knockholt,

Kent,

TN14 7LJ.

To discover more about Coolings Lifestyle, click here.

The entrance to Santa’s Woodland Grotto is located via Willow’s Birds of Prey & Wildlife Trail (which comes included with your ticket), please allow 15 minutes to reach the entrance to the Experience and allow extra time for parking and getting thought the shop. Toilets are only located in the main shop building.

Please note Santa in the Woods is not at Coolings The Gardener’s Garden Centre on Rushmore Hill.

Please allow approximately 60 minutes for your Santa’s Grotto experience.

If you would also like to visit Willow’s Birds of Prey & Wildlife Trail, please allow additional time.

Please note that your booking time is the time you should arrive at the entrance to the experience, not the time you will meet Santa.

We recommend arriving at least 15 minutes before your booked time slot.

We understand that delays can happen, and late arrivals will be assessed on a case-by-case basis. We will do our best to accommodate you later in the schedule where possible, but this cannot be guaranteed.

Please note:

• Refunds cannot be offered for late arrivals.
• Guests should use the toilet facilities before entering the experience.
• There are no toilet facilities within the attraction itself.
• Late-arriving groups may not be admitted if doing so would impact other guests’ experiences.

No. Your visit with Santa will be private and shared only with your family and friends included in your booking.

However, some sections of the experience may be enjoyed alongside other families.

Yes. Children under 12 months old require a ticket.

All ticketed babies will receive a gift from Santa’s Workshop.

Please see the Santa’s Woodland Grotto booking page for ticket prices and availability.

No. All tickets need to be purchased online before your visit.

No. Please contact us beforehand prior to your visit to see if we can accommodate an extra person. However, we cannot guarantee we will be able to. So please contact us soon as possible.  Email: christmas@coolings.co.uk

Yes. Toilets are available in the main shop building.

As the entrance to the experience is approximately 10 minutes away, we strongly recommend using the facilities before making your way to the Grotto.

Every child ticket includes:

• Entry to Santa’s Woodland Grotto
• A visit with Santa
• An age-appropriate gift chosen by the child from Santa’s Toy Shop

Please note that gifts are non-refundable and cannot be exchanged.

Your ticket also includes free entry to Willow’s Birds of Prey & Wildlife Trail.

You can either:

• Visit the trail on the same day as your Grotto booking, or
• Redeem your complimentary visit on another date during December 2026 or January 2027.

Guests booked into Grotto sessions after 3:00pm will need to visit the Wildlife Trail on a separate date.

Your Wildlife Trail voucher code will be included in your Grotto confirmation email.

Absolutely!

We encourage guests to capture special memories throughout their visit.

To help keep the experience running smoothly, we ask that photos along the woodland route are kept to a minimum and that you make use of our designated photo locations instead.

This year, we’ve created three dedicated photo opportunities:

• A festive photo station in the waiting area
• Your family photo with Santa
• A photo opportunity in Santa’s sleigh within the Toy Shop

We’d love to see your pictures, so please feel free to share them on social media and tag us.

When taking photos, please be mindful of other families and avoid photographing children who are not part of your group.

We ask that buggies and pushchairs are left in the designated undercover buggy park located just inside the entrance to Santa’s Woodland Grotto.

They can be collected again at the exit.

Please note that all items are left at the owner’s risk, and we recommend taking valuables with you.

We have worked hard to make Santa’s Woodland Grotto as accessible as possible. However, as the experience is located within a woodland environment, some natural limitations remain.

The woodland pathways are reinforced with matting and covered with bark and gravel to improve accessibility. However, uneven surfaces, tree roots and weather conditions may affect access.

Wheelchair Access

The main woodland entrance route is not suitable for all wheelchairs. Alternative access arrangements may be available following a discussion with our team.

If you plan to bring a wheelchair, please contact us before booking so we can discuss your requirements and ensure the experience is suitable.

Mobility Scooters

Mobility scooters may be used to reach the entrance through the woodland trail. Due to space restrictions within the attraction itself, they cannot be used during the experience.

Additional Support

Our team of elves will be on hand throughout the experience to offer guidance, answer questions and assist where possible.

However, guests who use wheelchairs must be able to navigate the experience independently or be accompanied by someone who can assist them. Due to health and safety considerations, our elves are unable to push wheelchairs or provide physical mobility support during the experience.

As the route includes woodland pathways with bark, gravel and some uneven surfaces, we strongly recommend discussing any accessibility requirements with our team before booking so that we can help you decide whether the experience is suitable for your needs.

If you have any accessibility requirements or concerns, please contact us:

Email: christmas@coolings.co.uk
Telephone: 01959 532269

If helpful, we can arrange a pre-visit to view the pathways and discuss accessibility options.

One carer may attend free of charge when accompanying a disabled guest.

Please do not book online. Instead, contact us before booking so we can make the necessary arrangements.

You will be asked to provide appropriate supporting documentation.

Santa’s Woodland Grotto is located within a natural woodland environment, and weather conditions may affect the route to the experience.

The pathways are reinforced with matting and covered with bark and gravel to improve access in wet conditions.

As all activities take place indoors, the experience itself is generally unaffected by rain.

However, guests will need to walk through the woodland to reach the attraction, so we recommend:

• Warm clothing
• Suitable footwear, such as boots
• Waterproof coats and umbrellas when required

In cases of severe weather, particularly high winds, we may adjust the entrance route to ensure the safety of our guests and team. Alternative access arrangements will be provided if necessary.

We monitor weather conditions in line with official UK Government and Met Office guidance.

In the event of severe weather, including a Amber Weather Warning, we may need to cancel or postpone sessions to ensure the safety of our guests and team.

If this happens, we will contact affected guests as soon as possible and offer an alternative date. If we are unable to find a suitable alternative, a full refund will be provided.

Unfortunately not.

Each session has a strict maximum capacity to ensure every child enjoys the same quality of experience and sufficient time with Santa.

Once a time slot is fully booked, no additional tickets can be added.

No.

Your tickets will be sent to the email address used when booking. Simply show your confirmation email on your phone when you arrive.

Tickets are non-refundable and non-transferable once purchased.

Dogs are not permitted within Santa’s Woodland Grotto.

Registered Assistance Dogs are welcome.

Yes. Coolings gift cards can be redeemed online during checkout.

Unfortunately, HTA gift cards cannot be used for online bookings.

If you have any questions about your booking, please contact our team:

Email: christmas@coolings.co.uk
Telephone: 01959 532269

We’ll be happy to help.

We aim to ensure we provide everyone with the best possible experience and to do this, we need to implement a few terms and conditions, apologies if we sound strict.

• Children must be accompanied by at least one paying adult and must be supervised at all times while on site.
• You must present your ticket (either on your smartphone, or a paper copy) on arrival. Entry without a valid ticket will be refused.
• For any customers requesting special assistance, wheelchair access or have SEN needs, please make us aware BEFORE you book your tickets so that we can discuss your requirements before your visit.
• Please aim to arrive at the entrance 15 minutes before your booked time, late arrivals may result in entry being refused. Booked entry times are strictly adhered to.
• Tickets are non-refundable unless we are unable to open the Christmas Experience for any reason.
• Tickets cannot be changed or exchanged.
• We encourage you to take your own photos and welcome you to share your own images to our socials.
• Christmas gifts will be given to all children. They are non-refundable and cannot be exchanged.
• Last entry to Willow’s Birds of Prey & Wildlife Trail is at 3:30pm (allowing a 30-minute visit). Anyone booked for the grotto after 3.00pm can redeem their ticket for Willow’s Birds of Prey & Wildlife Trail on another date throughout December 2026 and January 2027. Please note Willow’s Bird of Prey & Wildlife Trail is closed on Christmas Eve.
• Accessibility – Coolings Lifestyle is committed to making Santa’s Woodland Grotto as accessible as reasonably possible. However, the experience is located within a natural woodland environment and, despite measures taken to improve accessibility, some natural limitations cannot be removed. Pathways to and around the experience are reinforced with matting and covered with bark and gravel. Due to the nature of the site, uneven ground, tree roots and changing weather conditions may affect accessibility. Guests who use wheelchairs or other mobility aids are strongly encouraged to contact us before booking to discuss their individual requirements. Alternative access arrangements may be available; however, these must be agreed in advance and cannot be guaranteed on the day of your visit. Mobility scooters may be used to access the entrance to the experience via the woodland trail. Due to space limitations within the attraction, mobility scooters cannot be used inside the experience itself. Our team will make every reasonable effort to assist guests during their visit. However, for health and safety reasons, members of staff are unable to provide physical mobility assistance, including pushing wheelchairs or transferring guests. Guests must be able to navigate the experience independently or be accompanied by a companion or carer who is able to provide any required physical assistance. Coolings Lifestyle reserves the right to advise that the experience may not be suitable where accessibility or safety requirements cannot reasonably be accommodated within the woodland environment. Guests with accessibility questions or concerns should contact us before booking by emailing christmas@coolings.co.uk or calling 01959 532269. Where appropriate, we may arrange a pre-visit to allow guests to view the route and discuss accessibility requirements.