What does the experience entail and do we get to meet Santa this year? This is a beautiful, immersive family Christmas experience. You will meet Santa’s Christmas Spirit Elves and join them on an enchanting festive journey to meet Santa and receive a gift. This year Santa will need to be socially distanced but will speak to each of the groups at the end of the experience. You will receive a photograph of your group but this will not be with Santa.
When does the Believe Christmas experience open? From Friday 20th November 2020, the first slot will be midday.
When does the Believe Christmas experience close? This experience closes on Christmas Eve, Thursday 24th December 2020. The final session will start at 3.30pm.
Will my child get to meet Santa? Yes, but they will not have a one to one with him as it is not a Grotto experience. They will meet Santa with the rest of the guests in that session.
What age is the Christmas experience suitable for? This experience is suitable for children aged 18 months to 12 years, but it really is fun for all!
How much will my visit cost? Tickets to the Believe Christmas experience cost from £12.50 per child (including a gift per child and one photograph per group) and £5 per adult, cost is dependent on the date you book. A booking fee applies per ticket purchased.
How many tickets can I book at a time for the Believe experience? You can book up to 5 tickets online - 2 adults and 3 children or 1 adult and 4 children.
How many people can go in together? We are pleased to still be able to run a Christmas event this year but we must ensure the safety and wellbeing of our guests and staff. To enable the maximum amount of children to attend, we have restricted adults to 2 per group of 5. We are taking these measures to ensure our guests feel safe and to adhere to government guidelines.
Is there a charge for babes in arms under 12 months old? No, they are free if they are with a paying sibling and you do not want them to receive a gift. If you are just bringing a baby, you will need to pay the full child price.
Why do I have to pay a booking fee? The booking fee covers the cost to issue your tickets and the Customer Service relating to this experience.
Are there any dedicated inclusive sessions available? Yes ‘Inclusive Relaxed Sessions’ are available for any families with special needs – the sessions are adapted in a variety of ways, including a more relaxed attitude to noise and lighting effects, in order to reduce anxiety and ensure a safe, enjoyable visit. During an ‘Inclusive Relaxed Session’ our team will try to help everyone feel comfortable enough to talk, sing, dance and even shout out at any point during the experience. To book your tickets for these sessions please email firstname.lastname@example.org and a member of team will contact you – they cannot be booked through the ticketing website. If you are unable to attend one of these sessions then we recommend booking a weekday or earlier times at the weekend. Please ensure that you complete the special requirements section in the booking process and we will try to accommodate you wherever possible. Please note that it will not be possible to reduce noise and lighting effects in open sessions and the experience may well be quite busy at peak times. The ‘Inclusive Relaxed Sessions’ are scheduled for Sat 28th Nov – 10am, Wed 2nd and Thurs 3rd Dec – 5.30pm and Sun 6th Dec – 10am.
Can I book a special needs group and school party visits? Please email email@example.com to discuss your visit and special requirements.
Why should I book in advance? We recommend that you pre-book your tickets to avoid disappointment, availability is not guaranteed.
Will I receive a ticket once I have booked? Yes, you will be emailed an e-ticket, you can either print your ticket or show it on your mobile phone at the entrance to the experience. For tickets booked at the event box office for the same day you will receive a printed ticket.
Do you offer refunds? We regret that we are unable to refund unwanted tickets. If the event cannot go ahead, then guests will be refunded or they can transfer their ticket to the following year. If you are unwell then we will try to accommodate you another time, subject to availability.
Can we change the time/date of our booking? In special circumstances, our staff are able to change the time/date to any other available slot but it is advised you ensure your date and time are correct at time of purchase. Please note that changes cannot be made by Bluewater’s Reception team, please contact firstname.lastname@example.org
When should I arrive? We recommend that you arrive at the event no earlier than 5 minutes before your pre-booked time slot, especially as there will be Covid 19 restrictions in place.
Where is the Believe Christmas experience located? Believe is located outside the main entrance to The Village (near Zizzi) with the nearest car park being The Village car park.
Where can I park? Bluewater has several surrounding car parks that can be used during the event; for the closest car park look for The Village car park. Disabled and parent and child parking is available adjacent to the entrance. All parking is free of charge.
Are there toilets and baby change facilities? The nearest toilets and baby change facilities can be found in The Village inside Bluewater, it’s a few minutes’ walk away from the experience.
Is there somewhere to leave buggies? There is an area to park your buggy at the event space. Buggies are left at the owner’s risk.
Is there access for wheelchairs? There is full disability access throughout the Believe experience.
Can we bring food and drink into the experience? No, we would ask that you refrain from eating and drinking please.
Can I take photographs? Yes, you are welcome to take photographs. Please note that commercial photography is not permitted at this event.
Will my child receive a gift? This is not a Grotto experience but children will receive a gift to take home.
Have all staff been security checked according to government guidelines? Yes, all staff are checked to the relevant level for this experience.
Will a photo be taken during my visit? As part of the experience, a photograph is taken of you and your party. The cost of the photograph is included in the ticket price and will be given to you at the end of the experience.
You can book Believe at Bluewater with confidence. Come along knowing that the safety and wellbeing of our guests and staff is of the utmost importance to us and we will continue to monitor and respond to the Coronavirus (COVID-19) pandemic situation as it evolves.
Current procedures in place for the comfort and reassurance of our guests include:
Due to Coronavirus some things may need to be run differently or be cancelled at short notice. In the unlikely event that we need to cancel Believe, you can transfer your ticket to the following year, or get a refund (excluding booking fee).
On the day of your booking, if you or any of your party are experiencing Covid 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 guests.
Do I have to wear a face covering in the Believe experience? Yes, you must wear a face covering in line with Government guidelines. If you are exempt, please make this clear to a member of the event team. Children aged 11 or under do not need to wear a face covering.
Will the event staff wear face coverings? Event staff will always be 2m or more away from guests. Box office staff will wear face coverings. We will respond to any changes to Government guidelines.
What if I am unwell and am unable to attend on the day of my booking? We are unable to refund tickets for non-attendance but if you are unwell on the day, we will try to accommodate you another time, subject to availability.