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Christmas at Cribbs with Paddington™ FAQs

How much are tickets?

Grotto:

Tickets for the Christmas with Paddington at Cribbs grotto experience are £10 for children and £2.50 per adult.  Babies in arms do not require a ticket if attending with siblings, however a minimum of one child ticket must be purchased per family group and so if the only child in your group is a baby in arms, they will require a ticket.

Story Telling:

Tickets for the A Night Before Christmas at the Brown's House grotto experience are £5 per person for both children and adults.  Babies in arms do not require a ticket if attending with siblings, however if the only child in your group is a baby in arms, they will require a ticket.

Can I just turn up on the day and book?

Tickets should be pre-booked online wherever possible.  We highly recommend advance booking online to avoid disappointment. 

You can book online for a session up until the time that it starts.  In the interests of Covid-19 safety, to avoid delays and queues at the door, we would request that online booking should be your first port of call.

Please note we only accept debit or credit card or contactless payments.

Do babies and small children have to have a ticket?

Babies in arms do not require a ticket if attending with siblings, however a minimum of one child ticket must be purchased per family group and so if the only child in your group is a baby in arms, they will require a ticket.  If you are attending the grotto and wish a child to receive a gift, they will require a ticket.  (There are no gifts as part of the storytelling)

If I cancel my booking do I get a refund?

No, you can however amend the date and time of the booking yourself, subject to availability.  In order to be able to amend your booking you will need to have registered for a DigiTicket user account.  This can easily be done while purchasing tickets and you will be prompted to do so at the end of your transaction.

You cannot make amendments to a booking on the same day that the booking is for, however you can amend future bookings up to 12 hours before the sessions scheduled start time.

Can I amend the names on the booking?

Bookings will be made under the name of the person booking for your group.  You do not need to change the name on the booking as long as the persons attending have the confirmation email and/ or QR code and know the booking name

What is the age range for the Event?

The grotto is an all-ages event for the whole family.  Please note that anyone in your group who wishes to receive a gift will require a child’s ticket.

The Story Telling sessions are again an all-ages event and everyone is welcome, however has been created with children aged 2-8 years specifically in mind

Can I bring my pram/buggy in a buggy park inside the venue?

Buggies and pushchairs will fit inside the venue.  There is no buggy park so be prepared to bring all of your belongings with you through the experience.

Do I have to print the ticket from the email?

No, you may show it on your smart mobile or make a note of the booking name and your reference number.  In the interest of saving trees we recommend not printing your ticket!

My child is unwell today (day of visit) may I change to another day or have a refund?

Tickets are non-refundable, however in special circumstances we may be able to rearrange your booking (subject to availability).  Contact our team via the email on the contacts page of our website to get in touch.

Can I change my booking date or time?

You can make changes to your booking online up until 12 hours before the booking date and time (subject to availability).   In order to be able to amend your booking you will need to have registered for a DigiTicket user account.  This can easily be done while purchasing tickets and you will be prompted to do so at the end of your transaction.

If you have not registered for an account our team may be able to assist you.  Contact our team via the email on the contacts page of our website to get in touch.  Please note that emails will be responded to within 48 hours

How long does the event last?

The Grotto experience lasts approximately 15 minutes, please allow 30 minutes for your session to include time for check in, the Paddington experience, meeting Santa and to purchase any souvenirs of your visit

Story Telling lasts approximately 30 minutes, please allow 45 minutes for your session to include time for check in, the storytelling experience, meeting Paddington and exiting after your visit

Can I take photos or film inside the venue?

There are selfie opportunities at certain points in the grotto, however photography and videos are not permitted inside the main venue.  There will be opportunities to purchase souvenir photographs of your visit to the Grotto at the end of the experience.

There are no souvenir photos available to purchase as part of the story telling sessions.

What time should I arrive for my booking?

In the interests of Covid-19 safety to avoid queues and congestion at the venue, please aim to arrive no more than 10 minutes before the start of your session.

What if I’m late for my booking?

If you are late for your booking time we cannot guarantee that you will be able to come into the venue and you may need to buy new tickets to come back at a later time or on another day (subject to availability.)  There will be no refunds if you miss your booked session.

We reserve the right to fill your space if you have not arrived for your booking after 5 minutes from the start of the session.

Please contact our team by email via the contact page on this ticket site if you have any concerns.  Emails will be responded to within 48 hours.

How many tickets can I book?

Grotto

You are able to book a friends and family group of up to 8 ticket holders in one transaction - 4 adults and 4 children.  If you have more than 8 people in your group please refer to question 15 in the T&Cs for further information

Story Telling

The capacity for the storytelling experience is up to 30 individuals.  You are able to book as many tickets as you would like for your session up to the session capacity, however please ensure there is a minimum of one adult to every 6 children in your group.

My friends and family group is larger than the maximum group tickets allocation, what should I do? (Grotto ONLY)

Each friends and family group for the grotto  is up to 8 ticket holders per group (this does not include babies in arms).  Any groups larger than 8 individuals will have to be split into more than one group. 

Up to 4 family groups will go round the experience at the same time, however you will then be split up into your individual booking groups to visit Santa.  We are unable to accommodate more than 8 people in the room with Santa for both Health & Safety reasons as well as the effect this would have on your experience.      

If your group is more than 8 people (not including babies in arms) then you will need to make more than one booking.  Groups of more than 8 ticket holders will not be able to visit Santa together.

I booked less than 8 tickets for my group and now I want to add extra people – how can I do this? (Grotto ONLY)

If you have booked fewer than 8 tickets for your group, you will be able to include additional ticket holders in your group to bring your total group size up to 8 ticket holders.  Additional tickets for your group cannot be booked online.  Booking extra tickets online will add the extra ticket holders to a different group.

If you want to add additional ticket holders to your group to bring your total group size up to 8 ticket holders please simply bring the additional people with you on the day and we can add them to your booking at the venue. 

Alternatively, if your booking is more than 48 hours away, please contact our team via the contact page on this ticket site and we will endeavour to add your additional guests to your booking.  If you have emailed our team about adding additional tickets and have not had a response by the time of your booking do not worry!  Simply bring the additional people with you to the venue.

If you wish to add additional ticket holders in excess of 8 people, you will need to do this online as a new booking.  We cannot guarantee that persons in excess of 8 will be able to attend the same session as you if they have not prebooked online as sessions are subject to availability. 

Please be aware that a family booking of up to 8 people constitutes a group who will visit Santa together and have a group photo together.  You will not be able to take separate photos with Santa within your booking group.

If instead your group is made up of 2 or more smaller families who wish to go round the experience at the same time but have separate photos with Santa, you will need to make two or more bookings for the same session date and time (one booking per family unit) where available.  This way you can visit the experience at the same time up until and including meeting Paddington, and then go and see Santa in your separate family groups for your family photo.  Depending on the date, up to 4 families can visit the experience at the same time.

If your family group is more than 8 people, please refer to the question above for groups larger than the maximum group ticket allocation in these FAQs.

I want to add extra people to my booking – how can I do this? (Story Telling ONLY)

Additional tickets can be purchased via the ticket platform subject to availability. 

If there are no tickets available online for your session then we are very sorry but you will not be able to add extra people as we have a strict capacity limit for each session.

I’m worried about Covid-19 – what controls do you have in place?

A Christmas with Paddington at Cribbs has been designed with Covid safety in mind.  Group sizes and numbers for each session are controlled to ensure that social distancing can be safely maintained.  The venue is also well ventilated and is cleaned regularly in between sessions and at the end of every day. 

Hand sanitiser will be at the entrance to the venue and all members of the public are requested to use this upon entry. 

Our performers and crew adhere to strict covid controls in the performance space and behind the scenes, which includes the requirement to complete a negative lateral flow test daily before coming to the venue.

Please refer to our T&Cs for more information about our Covid policy, or alternatively contact our team via our contact page on this ticket site.

Can I pay for my tickets with cash?

Only card payments are accepted - either online when booking, over the phone where pre-agreed or at the venue if payment was not made online or you are adding additional tickets to an existing booking.  We are not able to accept cash payments.

What happens if a session or the event is cancelled?

If your session is cancelled by the organisers, we will endeavour to rebook you onto another session.  If there are no further sessions available or you are not able to attend any alternative dates offered, then we will refund the cost of your tickets minus any booking fees.

If the event is cancelled your tickets will be refunded minus any booking fees.

What if the event is cancelled due to local or national Covid 19 guidelines?

On this occasion we will not be able to offer a refund.

Is this a walk through or seated experience?

The Grotto is a walk-through experience, there is no seating inside the venue.

Story Telling is a seated experience.

Are there toilet facilities at the venue?

There are no toilet facilities at the venue.  The nearest public toilets are situated inside the Mall at Cribbs Causeway

Can I eat or drink in the venue?

In the interests of health and safety, we request that you do not eat and drink in the venue

Do you have sessions for those with Special Educational Needs and Disabilities (SEND)?

SEND sessions are available for booking - please refer to the SEND sessions section of the ticket booking site for dates and times.

SEND sessions allow up to one free carer ticket per family group

If you have any further questions about our SEND sessions or have any specific ticketing,  access or support needs you would like to talk to us about, please speak to our team via the contact us page on this ticket site.  We will respond to all enquiries within 48 hours.

Will there be strobe lighting or loud noises during the experience?

Cribbs’ Christmas with Paddington is designed to be a calm and relaxed, magical environment.  There will be no strobe lighting, loud or sudden noises or special effects in the experience.

Is the venue inside or outside?

This is an indoors experience. 

Covid controls are in place to protect the safety of our customers, performers and crew – please see question 18 in our FAQs or refer to our T&Cs for more information about our Covid policy, or alternatively contact our team via our contact page on this ticket site.

Will there be any photography or filming inside the venue?

There may at times be the presence of a professional photographer or videographer inside the venue.  By purchasing tickets for Cribbs’ Christmas with Paddington you agree to photos or videos being taken with the possibility that these may be used by the organisers to promote this or future events.  If for any reason you do not wish for you or any member of your group to be recorded or photographed, please notify our team on arrival and we will ensure your wishes are adhered to.

Are pets allowed inside the venue?

Pets are not permitted inside the venue, except for registered assistance animals

Is smoking or vaping permitted inside the venue?

Smoking and vaping is not permitted inside the venue

Can I use my mobile phone inside the venue?

In order to ensure that everyone is able to enjoy the experience, please ensure all mobile phones are either turned off or on silent while inside the experience

We are no longer able to attend as we are having to isolate due to Covid-19 – can I get a refund?

We apologise but there will be no refunds where people are unable to attend due to Covid-19.  Bookings can be amended to another date (subject to availability) up to 12 hours before your booked session

Please make sure you register for an account when purchasing your tickets to enable you to access and make changes to your booking.

I can’t attend, can I give my tickets to another person?

You are welcome to pass your tickets to a third party if you are unable to attend your booked session.  If you choose to sell or give your ticket to another person, you do NOT need to notify the venue of the change of name, they will just need to have the booking name, booking reference number and QR code.

We will be unable to help with any enquiries relating to booked tickets from persons who are not the named person who bought the original tickets

We cannot accept liability for tickets passed to a third party or any transactions between third parties

I have bought tickets from another person, and I have not received them.

Apologies but we cannot accept any responsibility or liability for tickets NOT purchased direct from our ticket site or website.  We will be unable to help with any enquiries specifically related to booked tickets from persons who are not the named person who bought the original tickets

Do we receive a gift?

Every child who has a ticket for the Grotto will receive a gift from Santa

There are no gifts as part of the Story Telling experience

How much are tickets?

Grotto tickets are £2.50 for an adult and £10 for a child off-peak, and £5 for an adult and £10 for a child peak.

Story Telling tickets are £5 for both children and adults

Can I buy photos and souvenirs at the end of my visit?

There will be the opportunity to have a photo taken with Paddington and with Santa as part of the Grotto (apologies but Santa is too busy loading up his sleigh to attend the story telling sessions!)  You will have the option to purchase copies of these photographs at the end of the experience as a souvenir.  There will also be a variety of souvenir items that you can also purchase to display your photographs in.  Available to buy will be:

 

  • 6 x 8 photograph in a display folder
  • Bauble
  • Key ring
  • Magnet
  • Snow globe

 

Apologies but there will be no souvenirs on offer as part of the storytelling sessions

Will I be able to reorder my photo at a later date following my visit?

Unfortunately, photos from the grotto can only be purchased as part of the event.  Photos and merchandise must be paid for on the day of the event.  Photos will not be kept on file and are deleted after 48 hours.  You will however have the option to receive a digital copy of any photograph that you purchase.

There are no souvenir photographs available as part of the story telling sessions.

Is the grotto accessible for wheelchair and mobility aid users?

The Christmas with Paddington at Cribbs experience is designed to be fully accessible.  If you have any specific access needs that you would like to discuss with us before your visit, please contact our team by emailing tickets@bakehousefactory.co.uk

Where is the venue located?

The Cribbs Christmas with Paddington experience and story telling sessions are located in the old Topshop unit between Oliver Bonas and River Island.

The entrance is located at the front door entrance from Car parks C&D

Please be aware that the grotto can ONLY be accessed from the carpark side.  You will not be able to enter from inside The Mall and so please take this into account when planning your journey and arrival time for your booking.