FAQs - Hyde Park Winter Wonderland

FAQ'S

GENERAL INFORMATION

WHAT TIME IS WINTER WONDERLAND OPEN?

Winter Wonderland opens at 5pm on Friday 18th November then is open daily, 10am to 10pm, from 19th November 2016 to 2nd January 2017, except for Christmas Day when it is closed. We are open as normal on Boxing Day, New Year’s Eve and New Year’s Day.

Father Christmas resides in Santa Land from 10am to 6pm throughout the whole event.

HOW CAN WE GET TO WINTER WONDERLAND?

Winter Wonderland is located in Hyde Park, London W2 2UH

Winter Wonderland is a short walk from the following London Underground stations:

Green Park (Victoria, Jubilee and Piccadilly lines)
Victoria (Victoria line and National Rail)
Paddington (Bakerloo, Metropolitan, Circle & District lines and National Rail)

Please note: Hyde Park Corner and Marble Arch tube stations get very busy during peak times, please use alternative stations.

Green Park is a step-free station with lift access so those with children or with mobility impairments may find it easier using this station.

For all transport links and travel information, see our Travel page.

DO I HAVE TO PAY TO GET INTO WINTER WONDERLAND

No! Winter Wonderland has no admission fee – you can enter for free and soak up the festive atmosphere, and only pay for the attractions you choose. The pre-bookable attractions – the Ice Rink, The Magical Ice Kingdom, The Nutcracker on Ice, Zippos Christmas Circus, Cirque Beserk, Bar Ice and The Sooty Christmas – get fully booked during peak times, so we strongly recommend that you book ahead. You will need tokens for the rides, available from the Token Booths on site. Ride tokens cannot be purchased in advance.

BUT WHAT ABOUT ICE SKATING, THE SOOTY CHRISTMAS SHOW, THE MAGICAL ICE KINGDOM, CIRCUS SHOWS, THE NUTCRACKER ON ICE, THE GIANT WHEEL AND BAR ICE?

You can buy tickets in advance for Ice Skating, The Magical Ice Kingdom, The Nutcracker on Ice, Giant Wheel, The Sooty Christmas Show, Zippos Christmas Circus, Cirque Berserk and Bar Ice, to ensure you get the time and date you want. Tickets sell out especially at weekends and evenings so we recommend that you book ahead. Please note that tickets are not refundable or exchangeable. See Ticketing and Concessions (below) for further details.

Please arrive 20 minutes before your ticketed time for Ice Skating, The Nutcracker on Ice and the Circus shows.

Skate Hire is included in the Ice Skating ticket price.

Ice Rink spectator areas are free to access.

HOW LONG DO THEY LAST FOR?

    • Ice Skating sessions are 50 minutes long (please arrive 20 minutes in advance to get your skates on!).
    • The Magical Ice Kingdom is a walk-through attraction which you can walk around at your leisure. The normal duration is approximately 15 minutes. You will need to choose a time slot before booking.
    • The Nutcracker on Ice lasts approximately 1 hour.
    • A ride on the Giant Wheel lasts for 12 to 15 minutes (the last flight is at 9.45pm)
    • The Christmas Sooty Christmas show (11am only) lasts approximately 45 minutes.
    • Zippos Christmas Circus and Cirque Berserk shows are approximately 45 minutes in length. Please arrive 20 minutes before the show starts.
    • Bar Ice sessions are 20 minutes long. You must choose a time slot before booking.

IS THERE A CLOAKROOM AT THE ICE RINK?

There is a cloakroom for bags and items not permitted onto the ice. The cost is £1 per item.

CAN I USE THE CLOAKROOM IF I’M NOT ICE SKATING?

No, the cloakroom facility is for ice skaters only.

IS THERE A BUGGY PARK?

There is a buggy park dedicated to The Nutcracker on Ice/The Sooty Christmas Show/ Circus ticket holders for use during the performance only. Due to fire regulations we regret pushchairs and prams cannot be taken into the Winter Palace Theatre/ The Circus Megadome auditoriums under any circumstances. You are welcome to leave them in the buggy park at your own risk.

There are no other buggy parks at Winter Wonderland.

We regret that pushchairs and prams cannot be taken onto the Giant Wheel.

HOW COLD ARE THE MAGICAL ICE KINGDOM AND BAR ICE?

To give you a true ‘arctic experience’ The Magical Ice Kingdom and Bar Ice are kept very cold with the temperature set around -8°c to -10°c. Please wrap up warm!

HOW DO I GET ON THE OTHER RIDES AND ATTRACTIONS?

They are accessed by Winter Wonderland tokens, available at the Token Booths dotted around the Winter Wonderland site. Ride tokens must be used on the day of purchase. Be sure to arrive with plenty of time to get on your favourite rides before 10pm as ride tokens cannot be refunded.

Please note that some rides and attractions have height and weight restrictions.

HOW MUCH DO THE TOKENS COST?

Each token costs £1. Children’s rides start at £2 and other rides start at £3. Everyone who rides needs a token (even parents riding with children) and we try to keep the prices at a reasonable level to allow for this. Please remember, tokens can only be used on the day of purchase – they are not exchangeable or refundable.

WHAT IF I AM LATE FOR MY TIMED ATTRACTION?

You will be allowed entry if you arrive within your allotted session time. No refunds will be given for late arrival which results in customers not receiving a full skating, Magical Ice Kingdom and Bar Ice sessions or The Nutcracker on Ice, The Sooty Christmas Show, Zippos Christmas Circus and Cirque Berserk performances. Late arrivals for The Nutcracker on Ice, The Sooty Christmas Show/ Zippos Christmas Circus and Cirque Berserk will be allowed in at the discretion of the Theatre/Circus operator. We advise customers with tickets for the Ice Rink/The Nutcracker on Ice, The Sooty Christmas Show and or the Circus performances to arrive a minimum of 20 minutes before the relevant start time as stated on the tickets. You should arrive promptly for your booked session for The Magical Ice Kingdom and Bar Ice.

WHAT ABOUT FOOD, DRINK AND SHOPPING?

All of the many bars, cafes, restaurants and shops accept cash and some accept cards. Food and drink prices vary depending on whether it’s a table service indoor restaurant or take-away chalet, but we hope we have provided for all tastes and budgets – from Bavarian-style food and drink to themed restaurants, cafes and bars.

The Christmas markets feature over 200 stalls from handmade crafts to luxury gifts and culinary delights for all your Christmas shopping needs!

Please be aware that on January 2nd, no alcohol will be on sale within Winter Wonderland for our Family Fun Day.

DOES WINTER WONDERLAND HAVE A CHARITY?

Yes, Winter Wonderland always has an official charity and this year is supporting The Royal Parks Foundation.

LOST PROPERTY?

For all lost property queries, please email wwlostproperty@pwrevents.com

CAN I BRING MY DOG?

Yes! Dogs are permitted at Winter Wonderland, but must be on a leash and controlled at ALL TIMES. Dogs are not permitted into any attractions, with the exception of certified assistance dogs. Please Note: Winter Wonderland can be very busy, especially at weekends, and therefore may not be a suitable environment for dogs.

And finally…

IS FATHER CHRISTMAS AT WINTER WONDERLAND REAL?!

Why not come and ask him yourself! And don’t forget to say hello to all his magical elves too. We hope you’ve been very VERY good this year…

FEEDBACK

Please send your feedback to wwcustomerservices@pwrevents.com

TICKETING AND CONCESSIONS

HOW CAN I PURCHASE A TICKET?

We recommend that you buy tickets in advance from the Winter Wonderland website for Ice Skating, The Magical Ice Kingdom, The Nutcracker on Ice, Giant Observation Wheel, The Sooty Christmas Show, Circus Shows and Bar Ice, subject to availability and transaction fees. For time slots and prices go to our Tickets page. There are no time slots (with the exception of the VIP pod, where there are timed flights) for The Giant Observation Wheel which works on a queuing basis only, although you will need to have purchased a ticket first (online or from a Box Office on site), before joining the queue to ride. Observation Wheel pods are loaded 4 at a time, maximum 6 people per pod. Be sure to arrive with plenty of time to ride the Giant Wheel before 9.45pm.

The Ice Rink, Magical Ice Kingdom, The Nutcracker on Ice, Circus Shows and Bar Ice must be booked for a designated time slot or show time.

CAN I BUY A TICKET ON THE DAY AT THE BOX OFFICE?

Yes, there are a number of Box Offices onsite where you can buy tickets for the Ice Rink, The Magical Ice Kingdom, The Nutcracker on Ice, the Giant Observation Wheel, The Sooty Christmas Show, Zippos Christmas Circus and Cirque Berserk. Please be aware that these are subject to availability and we strongly recommend buying your tickets in advance to avoid disappointment – your chances of getting the show time or skating slot you want is less likely than if you book in advance. Please arrive in plenty of time if choosing this option. There are also numerous Token Booths to purchase your tokens for the rides around the site. Ride tokens cannot be purchased in advance and all ride tokens must be used on the same day.

DO YOU CHARGE A TRANSACTION FEE?

We do charge a transaction fee for online bookings and this is charged for the entire booking and not per ticket. Alternatively, you will be able to purchase tickets for attractions on site at Winter Wonderland during its run without incurring a transaction fee, but these will be subject to availability.

CAN I GET A REFUND OR EXCHANGE MY TICKETS?

Tickets are non-exchangeable, non-transferrable and non-refundable.

HOW DO I GET MY TICKETS?

All tickets are E-tickets and can be download and printed at the point of booking, or the download link will be emailed to you along with the confirmation. Please check your Spam Folder in case it is placed there.

WHAT SHOULD I DO IF I HAVEN’T RECEIVED MY E-TICKETS?

If you have booked tickets for Winter Wonderland through the official Winter Wonderland website but have not received your confirmation email containing the download link to print your tickets, please bring along the booking reference if you have it, plus a form of ID. Upon arrival please see a member of the Box Office team where they can assist you further. Please allow extra time for assistance at the Box Office as queues are likely.

WHAT IF I CANNOT PRINT MY E-TICKETS?

If you cannot print your downloaded E-ticket(s), they can be presented on a mobile device. However, pre-printing your tickets will ensure faster entry into the attraction.

WHAT IF THERE IS A PROBLEM WITH MY TICKET?

If you purchased your ticket from the Winter Wonderland website please contact winterwonderland2016@pwrevents.com Remember, you must bring your ticket with you in order to join your session or show time.

PLEASE NOTE: WE DO NOT OFFER EXCHANGES OR REFUNDS AFTER PURCHASE. TICKETS ARE NON-TRANSFERABLE

WHAT DO YOU CLASS AS A CONCESSION?

Concessions, carrying the ID listed, are:

  1. Full-time students (with valid NUS card)
  2. Over 60s (Bus Pass/Driver’s Licence/Passport/ID Card)
  3. Hyde Park and Kensington Friends (with membership card)

ARE THERE PEAK & OFF-PEAK SESSIONS?

Yes, you will be able to see the off-peak, standard and peak sessions relating to the attraction from the pricing information, when making your booking.

ARE THERE DISCOUNTS FOR GROUP BOOKINGS?

Yes. A 10% group discount is available to groups of 20 people or more. You can make your group booking online where your discount will automatically be applied and is available on advance sales only.

Please note: the discount only applies to 20 people or more per attraction. This excludes Family Tickets which already includes an in-built discount and does not apply to Giant Wheel Private Pods / Circus VIP Boxes and Bar Ice tickets.

WHAT’S THE DIFFERENCE BETWEEN THE ‘PRIVATE POD’ AND THE ‘VIP POD’ ON THE GIANT OBSERVATION WHEEL?

Booking a Private Pod ensures you get exclusive use of a pod, without having to share, which you may otherwise have to do during peak times. This will seat 6 people. The price listed is per pod, not per person. (£40/£45)

There is one luxury VIP Pod on the Giant Observation Wheel, exclusive for 4 people with plush décor, privacy glass and leather seating. Again the VIP Pod price is per pod, not per person. (£55/£60) and you will need to choose a specific flight time.

Please note, those with a booking for a Private Pod or VIP Pod should make themselves known to the Wheel staff on arrival.

PLEASE NOTE: WE DO NOT OFFER EXCHANGES OR REFUNDS AFTER PURCHASE

WHAT IS AN ICE GUIDE?

An Ice Guide can look after up to 15 skaters and will be exclusive to your group for the whole of your skating session. An Ice Guide costs £35.

Please note: An Ice Guide is not responsible for Children aged 12 and under. Children must be accompanied by a person of 16 years or over, who will require a valid ice skating ticket.

FAMILIES AND CHILDREN

WHAT IS A FAMILY TICKET?

A Family Ticket is available for family groups consisting of either:

2 Adults / Teens and 2 Children OR 1 Adult / Teen and 3 Children

WHAT TICKET(S) SHOULD I PURCHASE FOR MY CHILD?

At Winter Wonderland we class a child as 12 years and under. Whilst the event is suitable for children of all ages, children must be accompanied at all times by a person of 16 years or over. Please note that some rides and attractions have height and weight restrictions.

A Child Ticket must be purchased for all attractions (unless stated below).

There is no minimum age for children at the Ice Rink, Magical Ice Kingdom, The Sooty Christmas Show, The Nutcracker on Ice, Circus Shows or Giant Observation Wheel.

I HAVE A TODDLER / BABY. DOES THIS APPLY TO THEM?

Children of 2 years and under will NOT need a ticket for The Nutcracker on Ice/The Sooty Christmas Show, Circus or Giant Observation Wheel if they do not occupy a seat (where they sit on an adults’ lap). Should your little one prefer a seat, this will need to be purchased at the child price.

Children of 2 years and under will not need a ticket for The Magical Ice Kingdom.

However, you WILL need to purchase a Child Ticket for the ICE RINK, and tokens for the RIDES.

BAR ICE - ARE CHILDREN ALLOWED INTO BAR ICE?

There are no age restrictions for Bar Ice, however we do advise that under 18s need to be accompanied by an adult and will require a ticket.

Whilst children are welcome into Bar Ice, we do feel it is a more adult environment. Young children may prefer The Magical Ice Kingdom, which is filled with ice sculptures.

BUGGIES

If you are visiting The Nutcracker on Ice/ The Sooty Christmas Show and/or the Circus Shows there is an area for buggies to be left while you watch the show. Buggies cannot be taken into the auditorium. Buggies/pushchairs/prams are left at your own risk.

ICE SKATES

The minimum skate size on the rink is a children’s size 9 and maximum is an adult size 13. Skate Hire is included in the Ice Skating ticket price but you are also welcome to bring your own skates, subject to suitability checks (note – speed skates are NOT allowed).

THE TINIEST OF FEET

We do provide double-bladed skates for the tiniest of feet, but these are on a first-come, first-served basis.

We have a limited supply of penguin skate aids, and are available on a first-come first served basis from the skate hire counter for £5. Unfortunately skate aids cannot be booked in advance.

Please speak to any member of Ice Rink staff if you wish to hire a skate aid or require bob skates

WHAT AGE IS WINTER WONDERLAND AIMED AT?

Winter Wonderland is for everyone. We often welcome three generations of families together for a day out! There are rides and attractions for children as young as 2, with more thrilling rides for the older ones – and both young and old love to see Father Christmas! In addition, we have live music with entertainment ranging from pop to disco to German oompah bands, creating a perfect atmosphere for after-work gatherings

HOW MUCH DOES IT COST TO SEE FATHER CHRISTMAS?

Nothing! Father Christmas and his elves welcome children to his grotto every day from 10am to 6pm – except Christmas Day. He returns on Boxing Day right through to 2nd January from 10am to 6pm – ready to receive all those ‘Thank you’ letters! He meets children of all ages on a first-come first-served basis, giving children a small gift, as long as they have been good! Visitors are welcome to take their own photographs but an official photographer will be on hand to take special souvenir shots, available for purchase on the day. Please note at peak times we may need to close the queue early to ensure Father Christmas gets to see everyone before he has to go off and feed the reindeer!

WHAT FACILITIES DO YOU HAVE FOR BABIES?

Most of Winter Wonderland is flat and level for buggies, with only gentle inclines – we have even built a level crossing at the Santa Express! There are also baby changing facilities at various disabled toilets situated around Winter Wonderland.

GROUPS & SCHOOLS

DO YOU OFFER GROUP AND SCHOOL DISCOUNTS?

Yes! Group bookings of 20 people or more receive a 10% discount. This will be automatically applied to your online order and is available on advance sales only.

Please note: The discount only applies to 20 people or more per attraction. This excludes Family Tickets and which already include an in-built discount and does not apply to Giant Wheel Private Pods/ Circus VIP Boxes and Bar Ice tickets.

For school groups with pupils aged 12 years and under we offer one free teachers’ ticket for every 10 pupils. Groups of 20 or more pupils will receive the 10% group discount.

Please note: The discount only applies to 20 pupils or more per attraction.

To make a school booking, please call the PWR Events office on 020 8233 5400 (Monday – Friday 9:30am – 5pm).

We strongly advise all schools, groups and large parties carry out their own Risk Assessment prior to their visit. This responsibility lies with the school, group or party making the booking.

VISITORS WITH DISABILITIES

VISITORS WITH DISABILITIES

For full access information please see our Accessibility page 

If five or more of your party are wheelchair users please call us directly to make your booking on 020 8233 5400 between Monday to Friday, 9:30am – 5pm.

We offer a Personal Assistant (PA) ticketing scheme to provide disabled visitors who require assistance with an additional ticket for a partner, accompanying friend or PA for all pre-bookable attractions. To apply for a PA ticket you will first need to purchase your ticket(s), DO NOT purchase a ticket for your PA, this will be allocated upon a successful application. Once you have purchased your ticket please fill out the application form. You will need to provide the name of your PA prior to the event. Please note your PA must be 16 or over. PA tickets for Bar Ice are access only tickets.

Once you have purchased your ticket please fill out the application form, the form must be received at least 5 working days before your visit.

PA applications can be processed on site at the event but this is subject to available tickets and the presentation of supporting documents. Please expect delays for processing in person at the event.

The 2-for-1 scheme for rides is only available at the ride operator’s discretion.

 

WHAT ACTIVITIES ARE SUITABLE FOR VISITORS WITH LIMITED MOBILITY?

We have tried to make the walkways of Winter Wonderland as even as possible, with ramps to bars and cafes where we can. Wheelchairs are welcome on the Ice Rink, there is a wheelchair accessible pod in the Giant Wheel and spaces in The Nutcracker on Ice and the Circus shows designed to accommodate wheelchairs. The Magical Ice Kingdom and Bar Ice are wheelchair accessible, with the exception of the Ice Castle.

There is no ride-wide policy for the suitability of the fairground (token) rides for those with disabilities. This is due to variant conditions – e.g. unfavourable weather, the type of ride – and the nature of the disability, as some rides will require more support than others. The individual ride operator on the day will determine whether the ride is suitable, for safety reasons, and how they will grant admission.

IS THERE DISABLED PARKING?

Pay & Display parking is available on West Carriage Drive and in car parks at either end of Serpentine Bridge. However, we recommend that visitors avoid coming by car as there are limited places.

Disabled badge holders and motor cyclists park free of charge but are subject to 4 hours maximum stay Monday to Saturday. After 6.30pm the 4 hour maximum no longer applies.

Full details and location of off-street Blue Badge parking bays can be found on the City of Westminster website at www.westminster.gov.uk/where-you-can-park-… or call them on 020 7823 4567. See the Royal Parks website for more information. www.royalparks.org.uk or call them on 0300 061 2000.

WHAT ABOUT TOILET FACILITIES?

A number of disabled toilet facilities are available around the site.

PARKING FACILITIES

WHERE DO WE PARK?

Address:
Q-Park Park Lane
Park Lane
London
W1K 7TY
(Tel: 0870 442 0104)

Pay and Display parking is available on West Carriage Drive.

Further information, including parking bay and blue badge parking locations, call 020 7641 6000 or click here.

SAFETY AT WINTER WONDERLAND

SECURITY

The safety and comfort of our visitors is a priority. Hyde Park Winter Wonderland has a robust security management plan, which is coordinated by event security and the Metropolitan Police. Security checks will be in place throughout the event, including bag searches, which may result in delays when entering the site. We ask all guests to be vigilant and not to leave bags and belongings unattended.

CAN CHILDREN BE UNACCOMPANIED?

At Winter Wonderland a child is classed as 12 years and under. No children will be admitted to the event unless accompanied by a person aged 16 years or over. Children must remain under the supervision of such person at all times and the site and attraction managers reserve the right to determine the ratio of adults in relation to children required for adequate supervision. Please see our Terms and Conditions for more details.

WHAT IF THE WEATHER IS TOO WINTRY AT WINTER WONDERLAND?

Winter Wonderland is an outdoor event so make sure you dress appropriately as we open in rain, snow or shine! There are seats in multiple covered seating areas across the site, providing warmth and shelter in varying degrees of enclosure – some of which are heated. There are also many benches throughout the site for you to rest your legs whilst soaking up the festive spirit!

The Ice Rink operates in all weather conditions and no refunds will be given due to inclement weather. In the unlikely event that ticketed events are closed PWR reserves the right to offer a refund or reschedule your booking to an alternative date/time (subject to availability).

ICE RINK ADVISORY

Ice skating can be hazardous. The use of the Ice Rink is entirely at your own risk. Winter Wonderland is not responsible for any injuries arising from your use of the Ice Rink. Skaters must follow the instructions of the marshals at all times. The Rink Manager reserves the right to remove those deemed as a risk to the safety of others.

The Ice Rink operates in all conditions – please bring suitable clothing as no refunds will be given due to inclement weather.

It is a good idea to bring a change of socks on wet days.

Children of 12 years or under must be accompanied on the ice and remain under the control or supervision of a person of 16 years or over at all times.

The Rink Manager reserves the right to determine the ratio of adults in relation to children required for adequate supervision. Please see our Terms and Conditions for more details.

MAGICAL ICE KINGDOM & BAR ICE ADVISORY

To give you a true ‘arctic experience’, The Magical Ice Kingdom and Bar Ice are very cold with the temperature set around -8°c to -10°c. Please wear appropriately warm clothing.

DRINKING ALCOHOL AT WINTER WONDERLAND

When purchasing alcohol at the Event, if you appear to be under the age of 25 you may be asked for valid identification that you are aged 18 or over.

Alcohol is not permitted to be taken into the Event and any alcoholic drinks purchased on site must be consumed before leaving. Bag searches will be in operation.

PHOTOGRAPHY & FILMING AT WINTER WONDERLAND

PHOTOGRAPHY & FILMING AT WINTER WONDERLAND

Photography and filming on site is only allowed for personal use. If you have any commercial or editorial photography or filming requests, please contact our press office to request accreditation in advance of arriving on: anna@plus1comms.com

All amateur photographers/groups must also request photography accreditation in advance of arriving on site. We thank you for your co-operation.

CAN I TAKE PHOTOGRAPHS ON THE ICE RINK?

For safety reasons, you are not allowed to take photographs whilst on the ice rink. However, spectators can take photos of you from the viewing platforms around the rink. There will also be a professional photographer available on the ice if you would like to purchase a photo of you and your group.

CAN I TAKE PHOTOGRAPHS AT THE MAGICAL ICE KINGDOM?

Yes. You’re free to take as many as you like and there will be many photo opportunities! There will also be a professional photographer at hand, should you wish for a special souvenir photo.

I HAD MY PHOTO TAKEN BUT DIDN’T PURCHASE A PRINT ON THE DAY. CAN I PURCHASE IT NOW?

For all photo queries, please email photos@pwrevents.com. Unfortunately we are unable to produce a photo after the event has finished.

SUSTAINABILITY POLICY

SUSTAINABILITY POLICY

Visitors are strongly encouraged to travel to Winter Wonderland on foot, bike or by public transport.

Winter Wonderland will provide suitable facilities for visitors, traders and operators to recycle their waste and all site waste will be sorted off site to divide out recyclable and non-recyclable materials. Cooking oil will be recycled as bio-fuel. Power, lighting and water usage is kept to a minimum by careful planning.

Traders and operators will be encouraged to procure products from sustainable sources where possible and the vast majority of the Winter Wonderland infrastructure is permanent or is re-used year after year.

Winter Wonderland uses local staff and crew where possible and encourages traders and operators to do the same.

PWR are proud to be actively producing sustainable events and are certified to ISO 20121, the International Standard for sustainability in event management.

Please click here to see our full Sustainability Statement.

And finally…