Winter Wonderland is back for 2022!
Key Points for your skate
- Bags, phones, headphones and cameras are not permitted on the ice
- A cloakroom service is available – £2 per bag per session
- Penguins are only available to skaters under 1.2m in height
- Dual blade skates are available for children with junior size 8 – 11 shoes. We have a very limited number of dual blade skates available which are available on a first come first served basis.
- Tickets can be exchanged up to 48 hours before the session is due to take place (there may be a charge to exchange your tickets)
- Skaters must be over 3 to skate on the rink, anyone 16 or under must be accompanied on the ice by an adult (18+)
What to do on arrival
You can enter the Castle via the front or back gate in order to access the Ice Rink, once inside the Castle head towards the large skate exchange marquee.
You don’t need your ticket to get into the castle, spectators / none skaters can watch fellow skaters from the seating area next to the Ice Walk – please be aware that spectators are not permitted in the skate exchange marquee.
We recommend you start queuing for your session at least 15 minutes before your session is due to start. When queuing please have your ticket ready to be scanned. You don’t need to print it out, you can show it on your phone or tablet.
Once your ticket has been scanned you can collect your skates and any penguins from the counter then find a bench to change into your skates. Don’t forget skaters cannot take any bags or lose items onto the ice. Bags can be left with a none skater or can be checked into our cloakroom (£2 per item). Please do not leave items unattended in skate house or around the walk as they may be removed or destroyed.
Fit your ice skates then when we’re ready we’ll call you onto the ice. Have fun!
The minimum age to skate is 3 years or older – we cannot allow anyone under 3 on the ice regardless of their size, height or ability. Children’s tickets are available for skaters from 3 years old to 16 years old (inclusive).
Anyone 16 years old or under must be accompanied on the ice by someone over the age of 18.
There are a limited number of fun skate aid Penguins available on all sessions, these can be prebooked online or bought on the day at the skate exchange counter. Please be aware that walk up penguins operate on a first come first served basis.
- Penguins may only be used by skaters under 1.2M tall when wearing shoes. The height of each user is checked at the counter before penguins are issued – the final decision on allowable height is at the sole discretion of the Manager on duty.
- We do not offer refunds for prebooked penguins where the child is over the advertised 1.2m height limit.
- Penguin rental £5.00 per person / per session.
- Penguins must be pushed by the user from behind. Users must not ride on or sit on Penguins. Anyone found misusing a penguin will have the penguin removed and may be asked to leave the ice.
- Penguins must be used as demonstrated by the safety signage around the ice.
- Penguins cannot be swapped between children or given to any other party.
- Penguins which are not in use / no longer required must be removed from the ice and returned to the penguin rental desk.
Admission to the Ice includes skate hire. We stock skate boot sizes from Junior J8 size to Adult size 15. Generally, half size (4.5 / 7.5 etc) are not available. Skates are available on a first come first served basis. During busy sessions we may run out of certain sizes – where possible users will be offered an alternative size. Skaters are welcome to bring their own skates, however no discount on admission is given for this.
Dual blade skates are available free of charge for children with shoes up to size junior 11. These skates are suitable for children who are struggling to balance on single bladed skates.
Dual Blade skates fit over a child’s existing shoes but are only suitable for flat soled trainers. Bulky or oversized boots / wellingtons will not fit in the dual blade skates.
Please note there is a limited stock of dual blade skates available, they are offered on a first come first serve basis. You may be asked for a £5 refundable deposit for the dual blade skates.
The Ice Rink and Walk are accessible to everyone! We welcome all abilities and access requirements.
The Ice Rink / Walk is suitable for wheelchair users, both manual and electric. Please note that electric wheelchairs may need to be switched to manual mode to avoid slipping / skidding on the ice. Please speak to the Duty Manager at the rink if you are not sure before entering the ice.
We recommend that wheelchair users are accompanied on the ice by a personal assistant or carer.
We provide free access for 1 personal assistant or carer when booking an accessibility ticket. The personal assistant or carer must wear ice skates or grips on the ice, we recommend ice grips.
We have a dedicated accessibility session every Wednesday – these sessions are relaxed (reduced volume) and are only available if an accessible ticket has been selected.
If you have any accessibility questions, please contact us via: email@example.com
All Student Tickets Holders will need to provide valid student ID when entering the attraction. Failure to show valid, in-date student ID (University ID Card or NUS Card) will result in the ticket holder having to purchase a new full price ticket for entry.
BAGS / RUCKSACKS
Any bag brought onto the attraction site may be subject to a security search.
Bags are not permitted on the ice. A cloakroom service is available where belongings can be left at a cost of £2 per item. Pushchairs can be left in the cloakroom free of charge.
Please note that any bags left unattended in Skate Exchange or around the rink & walk may be removed and could be destroyed by security services. Please do not leave bags unattended at any time.
PORTABLE ELECTRONIC DEVICES
The use of mobile phones, tablets, cameras, media players or headphones (wired or wireless) on the ice is strictly prohibited. Anyone found using an electronic device / headphones on the ice will be asked to leave the ice without a refund.
WHAT TO WEAR
The Ice Rink is covered but the Ice Walk is uncovered so you will need warm clothing. We can’t guarantee the weather so you may need waterproof clothing.
You will need a pair of socks, we recommend thick boot style socks.
We advise tucking in any lose clothing – scarves etc. You can wear coats and hoodies but you must keep the hood down – this is so you can see other skaters around you. If you have your hood up our staff will ask you to put it down, repeated requests may lead to you being asked to leave the ice.
Please be aware that due to the uneven nature of the terrain on site it may be difficult for spectators to move around freely. All spectators enter at their own risk and are advised to wear suitable footwear.
Flash photography is not permitted on or around the ice. Flashes can distract skaters or may trigger epilepsy which can be extremely dangerous when on the ice.
COMMENTS / COMPLAINTS
We try really hard to provide an excellent experience for all of our guests but sometimes things happen which can impact on that experience. In the event that you feel something has impacted on your visit please speak to the Duty Manager who will be able to act straight away. If you’re not happy with how the situation was dealt with on site they can escalate the complaint for further investigation.
If you’d like to speak to someone after your visit please email firstname.lastname@example.org – Please be aware that once you have left site it can be very difficult to investigate and resolve a situation so please do speak to our team on site whenever possible.