Your visit to the North Pole

We’re really excited to welcome you to our Santa Spectacular. We’ve answered some of your frequently asked questions below to ensure you make the most of your magical day with us.

What time should I arrive?
During our Santa Spectacular, Willows opens at either 9am or 10am, depending on the date of your visit (please check the website). You can arrive any time from opening.

Will I have to queue to see Santa?
The time on your ticket is the time that you will start your journey to see Santa in his Grotto. We know queuing is not the best bit of the experience, but once you start your journey there will be lots of entertainment to enjoy, plenty to see and many photo opportunities along the way.

At your booked time, please make sure you are at the start of the journey to Santa’s Grotto in good time, which will be clearly signed on site.

We estimate the time to complete the journey to Santa’s Grotto to be up to 60 minutes and we do our best to keep this as short as possible.  However, due to circumstances beyond our control, we cannot guarantee this but please be assured that we do all we can to make it as entertaining as possible.

How long should I plan to stay?
Before your visit please take a look at our programme so you can do a little pre-planning of what activities you would like to do before and or after your journey to see Santa in his Grotto.

In total we recommend that you allow a minimum of 3-4 hours to do all of the activities and we close at 5.30pm (4.00pm on Christmas Eve). So, if you have a later time to start your journey to Santa you need to plan an earlier arrival time to do the activities before you start your journey to Santa. Or, if you have an early time to start your journey to Santa, then you will have plenty of time after this to do all the activities.

Will I get a photo with Santa?
Our Grotto Elves will be on hand to take photos of you and your family with Santa. These can then be purchased as you leave Santa’s Toy Shop. You can choose a number of different options including digital photos, prints and Christmas decorations.

What should I wear?
Please wear your warm clothes as it can get quite cold in the North Pole! Suitable shoes/ boots are essential too as there’s lots of walking and outside areas. Socks must be work in our indoor play areas and arms and legs must be covered to ride the slides in our indoor play.

Is food and drink available?
We have plenty of hot and cold food and drink options for you to enjoy during your visit

Do I have to pay extra to visit the farm enjoy the rides?
All activities, rides and shows are included in the price of your ticket. The only extras you can choose to purchase are a photograph with Santa or costumes for the create-a-cuddle teddy bear.

Can I change my date/time slot?
Tickets are valid for the date and time specified and are non-refundable, non-exchangeable and non-transferable . Your tickets are only valid for the date specified on your booking confirmation. If there are special circumstances involved within your request, please email Any changes will incur a £5 per ticket admin fee.

Is parking included?
We have plenty of free parking – even with Santa’s sleigh there is space for everyone.

What time do you close?
We close at 5.30pm every day except Christmas Eve when we close at 4pm – Santa needs to leave as its his busiest night of the year!

Does my under 2 year old need a ticket?
Under 2s are free but must have a ticket. If you would like your under 2 to visit Santa’s Toy Shop to receive a gift, take part in Create-a-Cuddle make-a-bear, Toy Workshop and Gingerbread Decorating, you will need to purchase an ‘Under 2 with gift top up’ ticket.

I have purchased a carers ticket – what documentation do I need to bring?
Guests who have any of the below documentation are entitled to a free carer ticket. Please note; the guest with the disability and any further guests will need to purchase a full price adult/ child ticket:

  1. Disability Living Allowance or Attendance Allowance letter dated within the last 12 months
  2. Personal Independence Payment (PIP) letter dated within the last 12 months
  3. Current and valid Blue Badge
  4. A letter from a GP or consultant, dated within the last 12 months, confirming the need for a carer/personal assistant. The carer must be over 16 years of age and capable of assisting the guest who holds the disability

For visitors who require more than one carer we ask that you bring documentation to support this.


Please remember – Willows is a cashless site so you will need to bring a credit or debit card to use in our restaurants and the gift shop.