Santa’s House Express at Palmerstown House Estate -Terms & Conditions 2020:
By purchasing a ticket for Santa’s House Express, you & your guests expressly agree to be bound by these Terms & conditions. We reserve the right to change these Terms and Conditions at any time, effective immediately upon posting on our website.
(A) Reimagining your Experience for 2020 – changes in response to covid-19
We have made some important changes to this year’s Santa’s House Express, please read through below.
The beautiful Palmerstown House Estate has plenty of space. We will spread out this year with more facilities and supporting staff to ensure your family visit is safe and fun.
Each family unit will travel as one, together but somewhat separated from others. You will enjoy the company of other families but at a safe distance.
NEW FORMAT FOR SANTA’S MANOR VISIT:
Our beautiful Manor is truly special and full of character. It is also quite old and some upper rooms and corridors are quite small and do not allow for social distancing. This year Santa, Mrs Claus and the whole management team have decided to welcome & entertain guests in the great hall and Santa’s stunning living rooms. Each family will be invited in from the train to take their place and enjoy our show & the company of other guests while given the space to support their family bubble.
For the moment, acknowledging the uncertainty of the evolving situation, we will be limiting the number of tickets available for each visit to have further control over the flow of people throughout the experience and to allow for social distancing.
CONTACTLESS TICKET CHECKING:
We have developed a contactless ticketing system. There is no longer a need to check-in at reception on arrival. We will have a welcome zone outside where Santa’s helpers will be on hand to show you where to go. Present the barcode on your ticket (on your phone or printed) for scanning on entry to the train, to receive any pre-booked professional photos on Santa’s Sleigh, to receive the children’s gifts at Santa’s Toy Store and to gain entry to the funfair. This allows for a contactless experience. Our staff will be well-positioned to assist you as needed.
MORE SPACE ON TRAINS:
This year we will use 2 trains to take guests to Santa’s manor. This will give extra space to ensure that each family has their own area on the train. Each row of seats will be separated by perspex screens to support the family bubble. Only family units will share a seating area (or areas if numbers require it).
HOW WE CAN VISIT SANTA SAFELY – NEW GROUP VISIT:
Santa and his helpers will greet a small number of families together in his lavish living room. Each family bubble will have their own space to enjoy the show and atmosphere of an audience with Santa and his hilarious helpers, while keeping a social distance from other family bubbles. This year please understand we must change our set-up as the upstairs of the manor is not suitable for social distancing therefore private meets with Santa will not be possible. We do however have a fantastic Santa show planned for you.
FOOD & DINING:
Our Woodland Cafe and Carvery Restaurant will enjoy more space to accommodate all guests safely. When required a second dining area will open to guests and provide ample seating so each family bubble will have their own table area. All requirements of restaurants for hygiene & distancing between our families dining will be provided. Your booking reminder email will have details on how to book into the restaurant before your visit.
The very popular Funfair area will return and welcome all our young guests for unlimited rides. We have chosen fun rides best suited this year’s special requirements. There will be no enclosed units like the mirror maze, but more attractions that allow space between guests. A vigorous cleaning system will be implemented and we will require hand hygiene before any access is granted to these areas. The funfair rides will have more room between them, so parents can stay close to their family without encroaching on others.
Our young guests will be able to visit Santa’s Toy Store beside the funfair area to choose a gift to take home. The Elves will be ready with a great choice of gifts.
The Management Team at Santa’s House Express will continue to monitor the evolving situation regarding Covid-19. We have assessed all aspects of our experience and have taken all steps necessary to comply with Government directives and protocols. Social distancing, site hygiene & the appointment of dedicated Covid-19 safety personnel will ensure the safest of environments for all guests.
Guests are required to comply with all government directives and protocols at the time of their visit, and must also comply with our instructions on site for their own safety, the safety of other guests, and the safety of our staff. Failure to comply could result in guests being asked to leave the venue.
Beyond compliance, we want our experience to be magical and fun and also to provide confidence to all family members in these uncertain times.
(B) Santa’s House Express Purchase & Ticketing Policy:
Tickets must be booked through our website www.santashouseexpress.ie.
Tickets are priced as follows for 2020:
OFF PEAK RATE
Adult Tickets: €15.50
Child Tickets: (13 months – 12 years) €21.00
Babies (under 13 months) €15.50
All prices are excluding booking fee (€1.95 per ticket)
Our off-peak discounted rate is available for all dates and times shown in purple.
Adult Tickets: €16.50
Child Tickets: (13 months – 13 years) €26.00
Babies (under 13 months) €16.50
All prices are excluding booking fee (€1.95 per ticket)
Our standard ticket pricing applies to any times shown in green or yellow.
When you pay for your ticket booking online by laser, credit or debit card, you will automatically receive an e-ticket by return to the email address you entered. It is therefore important that you enter your email address correctly to receive your tickets.
You must bring your ticket with you on the day of your event. Either on your phone (preferably) or printed if necessary. There will be a barcode on this which you will need to scan on entry to gain entry to the train to take you to Santa’s Manor, to get any pre-booked professional photos taken on Santa’s sleigh, to receive your child’s gift at Santa’s Toy Store and to gain entry to the funfair.
When you arrive to Palmerstown House Estate, make your way from the car park to our welcome zone, just outside the clubhouse. Santa’s helpers will be on hand to show you where to go next.
Please arrive up to 30 minutes before your allocated train time (booked time). If you miss your allocated time slot, we will endeavour to accommodate you with an alternative slot where possible but please note this is subject to availability so please give yourself plenty of time to arrive, allowing time for traffic delays, weather conditions etc.
(C) Ticket amendments:
You can amend your booking by logging in to the manage my booking section: You have the following options to make amendments to your booking: Please note all tickets purchased through our website are transferable to friends and family, but tickets are non-refundable.
(1) Change guests names and details To transfer tickets to family/friends if it no longer suits you to attend, or if you have missed the 96 hour cut off point (see option 2) & need to make a new booking you can transfer old tickets to family/friends. There is no charge for this.
(2) Change your booking to another date and / or time: You can change your booking only ONCE, and only up to 96 hours before your scheduled event time. Please note there is a €5 charge per ticket/guest to change booking date and / or time. After this time there is no option to change your booking or date or time, we would recommend you transfer these tickets to friends/family and purchase tickets at a more suitable time. The full group booking must be changed – it is not possible to partially change bookings. You cannot change your booking from an ‘Off-Peak Rate’ Time to a ‘Standard Rate’ Time.
(3) Add guests to your existing booking: You can only do so if there is still availability at the time you have booked for. As we have a live booking system and tickets can sell out at any time, we highly recommend booking for your whole group together to avoid disappointment at a later stage if your time has sold out.
(4) Tickets are non-refundable. Ticket Refunds / Booking Cancellation: Tickets are non-refundable but are transferable to friends and family, you can update the booking name, email, children’s names & details in the ‘Manage my booking’ section, (using your login details emailed to you) by clicking ‘edit profile’.
We will make every effort to provide to you the event as advertised, but Santa’s House Express reserve the right to make any alterations to this, included changes in dates, time, modifications in programme or provision of alternative facilities where deemed necessary.
This experience is wheelchair accessible – we ask for prior notice when booking so that we can ensure your visit runs as smoothly as possible. If you have not informed us please get in touch with your reference number handy.
Each child must be supervised by & accompanied by an adult at all times.
There will be no room for buggys on the train, so we ask that these are left in your car. Palmerstown House cannot take responsibility for any property left on the premises.
Babies & Child ticket holders will receive a gift from Santa’s Toy Store, these gifts are age appropriate. They are not meant to represent any particular ticket value, or indicate the type of gifts our little guests can expect on Christmas morning. Ticket prices include the entire experience and gifts are only a small part of this.
The use of video recording equipment is not allowed. You are welcome to bring your own camera to take photos of your visit but the photographing of other children is strictly forbidden.
The management reserves the right of entry.
(E) Overruns and time delays:
While every effort is made and while the management take great pride in delivering the most pleasant and efficient experience to all guests, some delays can be experienced. We will endeavour to keep this to an absolute minimum and entertainment and activities of interest will be provided in case of such developments. Delays will be rectified as soon as possible but Santa’s House Express requests that all parents appreciate that some delays may happen, and although unfortunate, are unavoidable. In these circumstances, we appreciate your co-operation and patience.
(F) Santa’s House Express Cancellation Policy:
The organisers of the event will do everything in their power to ensure the smooth running of the event. In the unlikely event of something going wrong, we will facilitate, in the best possible manner to deliver the experience as close as possible to the organized time up to & including rescheduling or cancelling visits. Cancellation fees may be offered at the discretion of the management but no compensation will be available for any mishap, breakdown of service or cancellation as deemed necessary/unavoidable by the organisers. If some part of the experience is affected, the organisers will accommodate a replacement where possible, but reserve the right to remove promoted elements if & when deemed necessary. For example in the event of a train default, a bus will be provided.
In the event of cancellation due to weather conditions, we will do our best to move your date where & when possible to the most suitable & available slot.
In the event of cancellation due to government requirements associated with covid-19, we will endeavour to offer alternative dates or refunds if applicable. Please note we can only refund you the ticket price plus any photos purchased, booking fees are paid to a 3rd party for the payment processing service and are non-refundable.
Thankfully the majority of our customer experiences are very positive. However, we welcome all types of feedback – we strive to be the best we can be, but we may make mistakes, we are human too. We are here to listen to you to better ourselves and try to create the best possible Santa experience around. We would expect and appreciate you giving us the opportunity to do so. Please contact us directly should you have any issues. Remember people can have varying opinions and expectations. Please take time to read our FAQs before your visit.
Please note: We do not expect to agree with all comments. We will listen and take your feedback on board – this is how we learn. We encourage all feedback once it is balanced, constructive and fair. We cannot accept rude or personal comments or those of a defamatory nature.
The best way to send feedback is to email it to firstname.lastname@example.org. We kindly ask for your patience during our busiest times.