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FAQs

Winter Wonderland will be returning on 21st November 2019 until 5th January 2020

Thursday 21st November: 4pm – 10pm

Friday 22nd November – Sunday 5th January: 10am – 10pm, except Christmas Day

*If you are experiencing any difficulties with your tickets, please contact: 0208 233 5400

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.

If you need to contact Hyde Park Winter Wonderland, please use the following details:

Ticket Information:hydeparkwinterwonderland@pwrevents.com

Access tickets and information: access@pwrevents.com

Lost Propertywwlostproperty@pwrevents.com

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 – Ice Skating, Magical Ice Kingdom, Ice Sculpting Workshops, Giant Wheel, Paddington on Ice, Bar Hutte, Zippos Christmas Circus, Cirque Berserk, Bar Ice, Winter Wonderland Comedy Club, and Mr Men & Little Miss – The Show– 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 are only valid on the day of purchase. To purchase ride tokens in advance for groups only, please call us on 0208 2335400. All rides offer a tap and ride facility where you can use contactless payment to ride.

Our new Season Ride Pass is a pre-payment card for use on all of our rides. Please click here for further details on the Season Ride Pass.

You can buy tickets in advance for Ice Skating, The Magical Ice Kingdom, Ice Sculpting Workshops, The Giant Wheel, Paddington on Ice, Bar Hutte, Zippos Christmas Circus, Cirque Berserk, Bar Ice, Winter Wonderland Comedy Club, and Mr Men & Little Miss – The Show 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.

We strongly advise arriving at Winter Wonderland 30 minutes prior to your booked attraction. Please arrive at least 20 minutes before your ticketed time for Ice Skating, Paddington on Ice and the Circus shows. Late arrivals for Paddington Ice and/or Mr Men & Little Miss – The Show and/or Circus performances will be allowed in at the discretion of the operator.

You should arrive promptly for all of your booked sessions. No refunds or exchanges will be given for late arrival which results in customers’ not receiving a full performance or session.

Please allow enough time to get from one attraction to another.

Skate hire is included in the Ice Skating ticket price.

Ice rink spectator areas are free to access.

  • Ice Skating sessions are 50 minutes long (please arrive 20 minutes in advance to get your skates on!)
  • The Magical Ice Kingdom presents A Christmas Carol is a walk-through attraction which you can walk around at your leisure. The normal duration is approximately 30 minutes. You will need to choose a time slot before booking. Last admission is at 21.30.
  • The running time for Paddington on Ice is approximately 55 minutes
  • Bar Hütte is booked for a duration of 1 hour and 50 minutes between 10.00 and 20.00. Sessions begin on the hour, every two hours
  • A ride on The Giant Wheel lasts for 10 minutes (the last flight is at 21.45)
  • The running time for the Mr Men and Little Miss – The Show (11am only) is 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. The last session is at 21.20 and the bar will stop service at 21.45
  • The Ice Sculpting Workshop is a 40 minute session and your ticket includes entry into The Magical Ice Kingdom.

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

No, the cloakroom facility is for ice skaters only.

There is a buggy park dedicated to Paddington on Ice/Mr Men & Little Miss – The Show/Circus ticket holders for use during the performance only. Due to fire regulations, we regret pushchairs and prams cannot be taken into the Paddington on Ice performance or the Circus Megadome auditorium 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.

The Magical Ice Kingdom and Bar Ice are kept very cold with the temperature set at -10°c. Please wrap up warm!

They are accessed by Winter Wonderland tokens available from the token booths dotted around the Winter Wonderland site. Ride tokens must be used on the day of purchase. Some rides also offer a tap and ride facility where you can use contactless payments to enjoy the ride. We also offer the Season Ride Pass payment card for use on all rides at Winter Wonderland which must be purchased online prior to your visit.

Be sure to arrive no later than 21.50 to get on your favourite rides as all close promptly at 22.00 and tokens cannot be refunded.

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

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.

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 session or performance. Late arrivals will be allowed at the discretion of the operator. We advise customers arrive 20 minutes before the start time stated on the ticket.

Bar Hutte operates a no-show policy whereby cabins will be released to a waiting list if there is no arrival within 20 minutes of the allotted time.

Please allow enough time to get from one attraction to the other. 

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!

Yes, our event partners and charity The Royal Parks. Money raised from Winter Wonderland goes back into maintaining Hyde Park and the other eight Royal parks across London.

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 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.

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 good this year…

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, please leave extra time for these searches to take place.

There may also be restrictions on the size of bag/luggage that is allowed into the event. We strongly advise not bringing large bags or luggage to event.   

We ask all guests to be vigilant and not to leave bags and belongings unattended.

Prohibited Items

The following articles must not be brought into the Event:

  • Knives
  • Fireworks
  • Smoke canisters
  • Air-horns
  • Flares
  • Weapons
  • Dangerous or hazardous items
  • Laser devices
  • Bottles/ glass vessels/ cans
  • Poles
  • Drones
  • Any article that might be used as a weapon and/or compromise public safety.
  • Open bottles of drink/liquid (unopened bottles of water will be accepted)

Any person in possession of such items will be refused entry to the event.

Any article that might be used as a weapon, be deemed to be offensive or abusive, or compromise public safety, will be confiscated and or reported to the police.

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.

Winter Wonderland is an outdoor event so make sure you dress appropriately as we will be 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 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.

The Magical Ice Kingdom and Bar Ice are very cold with the temperature set at -10°c. Please wear appropriately warm clothing.

When purchasing alcohol at the Event, if you appear to be under the age of 25 you may be asked for valid identification to confirm 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.

We recommend that you buy tickets in advance for all ticketed attractions, subject to availability. For time slots and pricing, please visit our ticketing page. There are no time slots for The Giant Wheel, with the exception of fast track upgrades. Otherwise, The Giant Wheel operates on the queuing basis where you purchase a ticket before joining the queue. The Giant Wheel pods are loaded 5 at a time with a maximum of 6 people per pod. Be sure to arrive with plenty of time to enjoy The Giant Wheel before 9.45pm.

All other attractions must be booked for a designated time slot or show time.

Yes, there are a number of box offices at Winter Wonderland where you can buy tickets for all attractions. Please be aware that these are subject to availability and we strongly advise you book your tickets in advance to avoid disappointment – your chances of getting the time slot or performance you want is less likely than if you book in advance. Please arrive in plenty of time if choosing this option. There are numerous token booths around the site to purchase tokens for the rides at Winter Wonderland. All ride tokens must be used on the same day. For group purchasing of ride tokens, please call 020 8233 5400.

We do charge a transaction fee for online bookings and this is charged for the entire booking and not per ticket.

£3 on orders under £30, £4 on orders from £30 – £39.99, £5 on orders from £40 – £49.99, £6 on orders from £50 – £59.99, £7 on orders from £60 – £69.99, £8 on orders from £70 – £79.99, £9 on orders from £80 – £89.99, £10 on orders of £90 or above. The Season Ride Pass value is excluded from the transaction fee.

 

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

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

You can open a Winter Wonderland account at the point of booking your tickets. This will give you the opportunity to view your order history, download your tickets and change your personal and marketing subscription details. You will also have the ability to reschedule your attraction date/time 48 hours prior to your original date/time, for a rescheduling fee of £4.00.

To reschedule your booking, please take the following steps:

  1. Log in to your account. If you do not have an existing account, you can create one by clicking the link on the Account Activation email that was sent to you when your booking was completed.
  2. Once you have successfully logged in, click the link on your name in the right hand corner of your screen.
  3. Select the ‘My Orders’ tab
  4. Click on your Order ID
  5. Select the ‘RESCHEDULE’ button

If you are having any difficulties with rescheduling your booking please call us on 020 8233 5400, Monday to Friday from 9.30am – 5pm.

Please note, reschedules can only be made up to 48 hours before the event date.

Your e-ticket can take up to 24 hours to arrive. If you have not received your e-ticket and booking confirmation within 24 hours please email hydeparkwinterwonderland@pwrevents.com

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, firstly please open a Winter Wonderland account via the website where you will be able to see your order history and download your tickets. Alternatively, please bring along the booking reference if you have it, plus a form of ID and see a member of the box office team upon arrival where they can assist you further. Please allow extra time for assistance at the Box Office as queues are likely.

If you cannot print your downloaded e-ticket(s), they can be presented on a mobile device to a member of the box office team who can print them out for you at no cost. Allow extra time for queues at the box office

If you purchased your ticket from the Winter Wonderland website please contact hydeparkwinterwonderland@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.

Concessions, carrying the ID listed, are:

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

Yes, you will be able to see the super off-peak (Paddington on Ice only), off-peak, standard and peak sessions relating to the attraction from the pricing information, when making your booking.

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 Bar Hütte, The Giant Wheel Private Pods/ Circus VIP Boxes and Bar Ice tickets.

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

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/£50)

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

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

You can upgrade your Giant Wheel tickets to Fast Track at the point of booking your tickets so you can jump the queue. There is an upgrade fee per tickets or pod and you will need to select a time slot.

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.

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

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

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 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 Ice Skating, Magical Ice Kingdom, Bar Hütte, Mr Men & Little Miss – The Show, Circus Shows or The Giant Wheel.

Children under 1 will not need a ticket for Mr. Men & Little Miss – The Show if they don’t occupy a seat (where sitting on an adults lap). Should your child prefer their own seat, this will need to be purchased at the child price.

Children under 2 will not need a ticket for the Magical Ice Kingdom, Paddington on Ice, Circus shows, The Giant Wheel or Bar Hütte. However you will need to purchase a child ticket for the Ice Rink and tokens for the rides. Should your child prefer their own seat for Paddington on Ice, Circus shows, The Giant Wheel and Bar Hütte, a child ticket will need to be purchased.

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 more of an adult environment. Young children may prefer the Magical Ice Kingdom, our ice sculpture walk-through attraction.

If you are visiting Paddington on Ice, Mr Men & Little Miss – The Show or the Circus shows, there is an area for buggies to be left during the shows. Buggies cannot be taken into the auditorium and left at your own risk.

The minimum skate size on the rink is a children’s size 9 and maximum is an adult size 13 (with limited supply of size 15). 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).  We do recommend bringing a spare pair of socks on wet days and please ensure that your skates fit properly before taking to the ice, staff will be on hand to assist.

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.

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

We do have a limited number of penguin aids for the ice rink.  The hire cost is £5.00 per penguin per session and are STRICTLY on a first come first serve basis.  We suggest making sure you arrive at least 20 minutes before your session to avoid disappointment.

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.

Nothing! Father Christmas and his elves welcome children to his grotto every day from 10am – 6pm with the exception of Christmas Day when he is pretty busy delivering presents! He returns on Boxing Day right through to 5th January from 10am – 6pm ready to receive your 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’ve 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 that at peak times, we may need to close the queue early to ensure Father Christmas gets to see everybody before he has to go and feed his reindeer.

Most of Winter Wonderland is flat and level for buggies with only gentle inclines. There are baby changing facilities at the various toilets situated around Winter Wonderland.

We also have a Chill Space located in Santa Land where you can take some time to warm up and relax in a quiet area with your family.

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 which already include an in-built discount and does not apply to Bar Hütte, The 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 tickets 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.

Please see our Accessibility page.

Download our Accessibility Map (coming soon)

We offer PA ticketing scheme to provide disabled visitors who require assistance with an additional ticket for a partner, accompanying friend or personal assistant (PA) for all pre-bookable attractions.

For full details and guides, please see our Accessibility page.

 

Wherever possible we have tried to make access throughout the park as easy as possible. All our pre-bookable activities are wheelchair accessible. We have also fitted out eating and drinking areas with accessibility ramps and lowered counters on bars.

Although we will always try to be as fully inclusive as we possibly can at Winter Wonderland, certain rides in the event are physically demanding and vigorous. Hyde Park Winter Wonderland therefore reserves the right to refuse admission to any ride or attraction should we feel that there is an unacceptable risk to your safety or the safety of others should they participate.

For full details and guides, please see our Accessibility page

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.

For full details and guides, please see our Accessibility page.

Yes! We have a quiet enclosed area that is fully accessible and heated.

For full details and guides, please see our Accessibility page.

Accessible toilets are available at our toilet blocks throughout the site.

We also have a Changing Places unit at the North of the site next to Thor’s Tipi Bar.

For full details and guides, please see our Accessibility page.

We recommend that visitors avoid coming by car where possible. However, for those who do travel by car we recommend Q-Park which is a large and secure car park fitted with extensive CCTV systems and manned 24/7 by parking hosts who conduct regular patrols. It has entrances at Park lane and Marble Rach, ideal for visitors to Winter Wonderland. You can find out further information here.

The address is:

Q-Park Park Lane
Park Lane
London
W1K 7TY

(Tel: 0113 2384200)

Pay and Display parking is available on West Carriage Drive.

For further information, including parking bay and blue badge parking locations, call 0207 8234567 or click here.

Photography and filming on site at Winter Wonderland is allowed for personal use only. Commercial or editorial photography or filming accreditation requests should go via our office in advance of arriving. Please email winterwonderland@wcommunications.co.uk

All amateur photographers or film makers must also request permission to photograph or film at the event by emailing hydeparkwinterwonderland@pwrevents.com in advance of arriving on site. We thank you for your co-operation.

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 could like to purchase a photo of you and your friends.

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 available should you wish to pose for a souvenir photo.

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

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

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 recyclable and non-recyclable materials. Cooking oil will be recycled as bio-fuel. Power, lighting and water usage is kept to a minimum through careful planning.

Traders and operators are encourage to produce products from sustainable sources where possible and the vast majority of the Winter Wonderland infrastructure is permanent or reused year after year.

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

PWR Events 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.