Great Grottos' Data Privacy Policy

In line with General Data Protection Regulation (GDPR), this privacy notice explains in detail the personal data
Great Grottos retain about you and how we’ll store and handle that data, and keep it safe.

What data do we process?

We retain your name, address, contact numbers, email, children’s names, children’s DOB. Everything supplied
during your booking.

Why do we keep it?

We retain your data so we may ensure your booking data is available at the Grotto on the day of your visit and
to contact you in the unlikely event should any changes to your booking be necessary.

Where do we keep it?

It is hosted at a secure data centre.

Who can access it?

Only the Great Grottos’ Head Office team via our prebookings database.

Who do we share it with?

No one. However if you also opt-in to event marketing contact, our client, typically the retail centre hosting the Grotto, will receive your data for the purposes of contacting you regarding similar events and offers.

How long do we keep it?

Up to 10 months. At the end of that retention period, your data will be deleted completely.

How can I delete my data?

You may ask at anytime for your personal data to be deleted in full by phoning 01306 886 989 or emailing Please note, it may not be possible to delete your data prior to your booking
whilst still facilitating your booking.

If you have any questions or concerns, please speak to us.


Frequent Questions

What is your refund policy?
In the event that you are unable to attend, tickets will not be refunded. However you may change your visit date prior to the day booked.

Should the event be cancelled for any reason, a refund excluding booking fee would be provided.

What Covid-19 precautions are being taken?
Whilst there are no restrictions in place, we ask that customers do not make physical contact with Santa. 

Can I change my booking date or time?
Yes, subject to availability. Click 'Edit Booking' on the menu above. 

I cannot print my ticket?
Either your Reference Number or the adult booking name will be sufficient for the Elves to find your booking at the Grotto.

I have not received my email confirmation?
Please check your junk or spam email folder.

Free Entry for Carers
Visitors with disabilities may admit one accompanying carer free of charge, with document proof, when they pay for a full price adult or child ticket. Please make sure you bring your supporting documents on the day of your visit. To book, please state the carers full name and what ID you will bring in the booking notes section.

Can I book for more than four children?
A second booking is necessary so that we may manage timings. Your whole party will able to visit at either time booked. 

What present will I receive?
All of Santa's toys are a surprise, he has a variety of toys to suit all ages.

Are there quest toilets available?
There are no guest toilets on site. There nearest public toilets are:

- Grosvenor Park Pavilion, 15 Union St, CH1 1QP (nearest)
- The Groves, River Dee, CH1 1SD
- The New Chester Market, Exchange Square, Northgate St, Chester CH1 2AR

Are we allowed to take pushchairs in?
Yes – there is a buggy parking area.   

Is the event wheel chair accessible?
Yes. Please advise on your booking (special requests)


Special requirements
If a member of your party has a special requirement, please make the Elves aware upon your arrival.

I would like to book for a class of school children
School bookings must be made via our Head Office. Please click the 'School Bookings' heading above or call us on 01306 886 989.  

Who has organised this Grotto? 
Santa’s Enchanted Grotto has been commissioned by Chester BID as a bespoke event for the city centre working with local makers and creatives to make it a truly unique experience. 

The Grotto is in support of Chester’s family mental health charity Platform for Life 

Chester BID (Business Improvement District) is a non-profit organisation funded by the wonderful businesses of Chester city centre to create an enticing overall visitor experience and ensure continued investment in the high street. The aim of the organisation is to make Chester a retail, business and leisure destination of choice where people are proud to live, work and visit. Learn more about Chester BID at Learn more about city centre events and news on Chester BID’s consumer website

If we have been unable to answer your question, please email your query stating 'Santa's Enchanted Grotto Chester' to hope you enjoy your visit. 

This booking site has been created by Great Grottos UK.

Great Grottos Ltd. Independent House, Glebelands Centre, Vincent Lane, Dorking RH4 3HW. VAT Number: 797523088. Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. This website contains material owned by or licensed to Great Grottos. Reproduction is prohibited and forms part of these terms and conditions. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.