Christmas at Hever Castle FAQs

Attractions

Christmas tickets

CHRISTMAS 2019

This Christmas we will be taking you on a magical journey down the rabbit hole and into the enchanting world of Alice in Wonderland. During the day you will be met with beautifully decorated Castle rooms, welcoming log fires and twinkling Christmas trees. Outside in the grounds follow the whimsical Alice in a Christmas Wonderland themed interactive trail and wander through the illuminated gardens as dusk falls. Bring the children to see Father Christmas at Hever Castle, enjoy relaxed Christmas shopping in the gift shops, and sample delicious festive food in the restaurants.

Head to the Christmas event pages for full details:

DAYTIME Christmas  TWILIGHT CHRISTMAS

Please be aware that we cannot process your booking over the phone. All bookings must go through the website.

The following includes some frequently asked questions about Christmas at Hever Castle.

Before booking we advise that you download our How to Guides and read the Important Information provided.

How to Guides:

  1. How to book – Daytime Christmas Tickets
  2. How to book – Daytime & Father Christmas Tickets
  3. How to book – Twilight Christmas Tickets
  4. How to book – Twilight & Father Christmas Tickets

Christmas at Hever Castle FAQs:

  1. ANNUAL MEMBERS
  2. COMPLIMENTARY TICKETS
  3. CARERS & ACCESSIBLE NEEDS
  4. B&B & MEDLEY COURT GUESTS
  5. BOOKING TICKETS – ISSUES AND ERRORS
  6. TICKET TYPES
  7. TWILIGHT CHRISTMAS
  8. FATHER CHRISTMAS – PRE-PAID & DROP-IN
  9. OFFERS
  10. OPENING TIMES & PLANNING YOUR VISIT

 

1. ANNUAL MEMBERS

Q: When do tickets go on sale to Annual Members?

A: Tickets go on sale on 11 September at 11am, one week before they go on sale to the general public.

Q: I am an Annual Member and want to purchase non-member tickets for friends and family during the member priority booking period.

A: Annual Members cannot book for non-members, other than those under 5 years, until the 18 September. If you just wish to book additional visitors for the daytime event with no pre-booked visit to Father Christmas then don’t worry as admission tickets are not limited for this event so any additional tickets required can be purchased on/after the 18 September or even at the gate on entry for the day of your visit. If you want to book additional Twilight Christmas or a visit to Father Christmas for non-members then you will have to wait until the 18 September.

Q: Why is the 12th December not available to Annual Members?

Our Twilight evenings are extremely popular with our Annual Members. After taking on board feedback from all visitors, we have made the decision to introduce an extra Twilight evening for 2019 and keep this evening aside for those who do not have Annual Memberships.

Q: I am an Annual Member and want to book for more than one date, how do I do this?

A: Each membership number can only be used once before the 18 September.

We suggest that you prioritise booking Twilight and/or Father Christmas tickets as these sell out the fastest.

If you have already made a booking for Twilight and/or Father Christmas tickets and wish to book additional tickets for a daytime date with no pre-booked visit to Father Christmas, don’t worry as admission tickets are not limited for this event so you can simply use your membership card on arrival for entry.

If you have already made a booking for Daytime Father Christmas and wish to book Twilight tickets please email annualmembers@hevercastle.co.uk stating your Membership Number which can be found on your membership card and your telephone number. We will respond a.s.a.p. Requests will be dealt with on a first come first served basis. You will also need to produce a valid membership card on entry. Failure to provide a valid membership card will mean that you will be charged the full rate on entry.

Q: I am an Annual Member wanting to book Father Christmas for a child who is currently 4 years old, but who will turn 5 before our Christmas visit. How do I book this?

A: If you select the under 5 child option at the time of booking they will receive a gift for a child under 5 in the Grotto. Alternatively, take out Annual Membership now for your child, then select the Annual Membership Child 5-17 years option and they will receive a gift for a child over 5 in the Grotto.

2. COMPLIMENTARY TICKETS

Q: I have a complimentary ticket for Hever Castle & Gardens, can I use it for Christmas events?

A: Complimentary tickets are not valid for the Twilight Christmas events but you can use them for daytime Christmas events.

If you wish to use them for a daytime with no pre-booked visit to Father Christmas, don’t worry as admission tickets are not limited for this event so you can simply use your complimentary ticket on arrival for entry.

If you wish to book for Father Christmas, please email complimentary@hevercastle.co.uk stating the number which can be found on your ticket and your telephone number. We will respond a.s.a.p. Requests will be dealt with on a first come first served basis. You will need to produce your complimentary ticket on entry. Failure to provide a complimentary ticket will mean that you will be charged the full rate on entry.

3. CARERS & ACCESSIBLE NEEDS

Q: I want to make a booking including a carer

A: Standard charges apply to visitors with accessible needs, general admission for carers is free of charge. For carers in your party, please enter the code XMASCARER when making your booking. Proof of disability will be requested on admission, which may include a Blue Badge, statement of special educational needs from LEA or NHS, or a letter from a medical professional on NHS headed paper. Failure to provide proof will mean that you will be charged the full rate on entry.

Q: Is there accessible parking

If you have accessible needs please notify car parkers on arrival and they will direct you to accessible parking or the most suitable location should his already be full.

 

4. B&B & MEDLEY COURT GUESTS

Q: I have booked to stay at Hever Castle & Gardens during the Christmas event, how do I book tickets?

A: If you have booked to stay in the luxury Bed and Breakfast or our holiday cottage Medley Court during the Christmas event then you will be given admission tickets on arrival. After making your room reservation you will be sent an email containing details for how to pre-book to visit Father Christmas should you wish to do so.

 

5. BOOKING TICKETS – ISSUES AND ERRORS

Q: I’ve booked my tickets online but haven’t received an email confirmation

If you received a booking reference on screen after payment please email christmastickets@hevercastle.co.uk with your reference number and they will resend your confirmation. Requests will be dealt with on a first come first served basis.

If you haven’t received a booking reference then unfortunately you may not have secured those tickets. Please email christmastickets@hevercastle.co.uk with your full name as it appears on the booking and as it appears on your credit card (if different) and the approximate time of your booking and a brief description of what has happened.

Q: The website isn’t responding

A: This is due to the volume of people using the site. Following some issues in 2018 we have taken steps to help avoid this from happening by implementing a queuing system and upgrading our server. Please be aware that using multiple devices will slow the system further. Our Christmas administration team use the same system so will not be able to make a booking on your behalf faster.

Q: I want to move my booking

A: Tickets are non-transferable and non-refundable. This is highlighted throughout the booking process and in the Important Information which you have to accept before completing your purchase.

Q: I want to cancel my booking and get a refund

A: Tickets are non-transferable and non-refundable. This is highlighted throughout the booking process.

Q: My booking has gone through twice and payment has been taken twice

A: Please email christmastickets@hevercastle.co.uk with your booking reference number or alternatively your full name as it appears on the booking and as it appears on your credit card (if different)  and approximate time of booking and a brief description of what has happened. Requests will be dealt with on a first come first served basis.

Q: I want to buy extra tickets for a date/time that is sold out.

A: It is not possible to buy extra tickets for dates or times that are sold out. Ticket numbers for Twilight Christmas are capped due to parking and catering capacity. Pre-booked Father Christmas visits are capped so that we can provide the best experience possible for everyone visiting the Grotto.

 

6. TICKET TYPES

Q: With my ticket, do I get entry to both the Castle and Gardens?

A: Yes. During our Christmas events there are no Gardens only tickets.

Q: Why do you not offer garden only tickets at Christmas?

A: During our Christmas event we are unable to offer Garden only tickets due to the additional expenses and resources that the Christmas experience requires. A large part of the Christmas experience is inside the Castle.

Q: Why do you only offer adult and child tickets at Christmas?

A: During our Christmas event we are unable to offer concession or family tickets due to the additional expenses and resources that the Christmas experience requires.

 

7. TWILIGHT CHRISTMAS

Q: What is the difference between your day event and twilight event?

A: Those booking for Twilight Christmas will experience the event at night with the castle and gardens illuminated from 6pm – 9.30pm. Twilight visitors will receive 3 free tickets per person for the Vintage Fairground Stalls, there will be an extra character on the Christmas Trail and there will be additional catering options. Visitors attending the
daytime event can enjoy the gardens lit up from dusk until 6pm.

Q: If I have booked for the daytime event, can I stay for the Twilight evening?

A: All daytime visitors will all be asked to exit the grounds by 6pm. Ticket offices open for Twilight evenings at 6pm and only those with Twilight tickets will be permitted admission.

 

8. FATHER CHRISTMAS – PRE-PAID & DROP-IN

Q: Can children who aren’t booked in to see Father Christmas enter the grotto?

A: If no one in your party is booked to see Father Christmas then you cannot enter the grotto.

If there are other children in your party visiting Father Christmas, children who aren’t booked to see Father Christmas can enter the grotto as long as the maximum number of guests in your party doesn’t exceed 5 people. This is to avoid overcrowding.

Q: I want to book Father Christmas for a child who is currently 4 years old, but who will turn 5 before our Christmas visit. How do I book this?

A: If you select the under 5 child option at the time of booking they will receive a gift for a child under 5 in the Grotto. Alternatively, select Child 5-17 years option and they will receive a gift for a child over 5 in the Grotto.

9. OFFERS

Q: Can I use Tesco Clubcard Vouchers for Christmas events?

A: Tesco Clubcard Vouchers are not valid during the Christmas event period. This is advertised on the Tesco website, on our website on the partner offer page and on the Christmas event pages.

Q: Can I use my RHS Membership for Christmas events?

A: RHS Membership cards are not valid during the Christmas event period. This is advertised on the RHS website, in their leaflets/booklet and on our website on the partner offer page and on the Christmas event pages.

Q: Can I use my Gardeners’ World 2 for 1 Card for Christmas events?

A: Gardeners’ World 2 for 1 cards are not valid during the Christmas event period. This is advertised on their website, in their leaflets/booklet and on our website on the partner offer page and on the Christmas event pages.

Q: Can I use my Historic Houses Membership for Christmas events?

A: Historic Houses Membership cards are not valid during the Christmas event period. This is advertised on their website, in their leaflets/booklet and on our website on the partner offer page and on the Christmas event pages.

Q: Can I use the Visit Kent 2-for-1 offer for Christmas events?

A: The Visit Kent 2-for-1 offer is not valid during the Christmas event period. This is advertised on their website, in their leaflets/booklet and on our website on the partner offer page and on the Christmas event pages.

 

10. OPENING TIMES & PLANNING YOUR VISIT

Q: How long should we allow for our visit?

A: To enjoy the full experience: we recommend you allow 3 hours for your visit.

Q: What are the opening times?

A: Gates open at 10:30. Attractions, shops and eateries will start closing before the final exit time. Final exit is at 18:00. Suggested last entry is 15:00. Last entry to the grounds is at 16:30 and last entry to the Castle is at 16:45. CHRISTMAS EVE – If your booking is for the 24 December, final entry to the grounds is at 15:00 and final exit 16:30. Castle last entry is 15:15 and final exit 16:00. Last entry for Father Christmas is at 15:45 and final exit 16:00.

Q: I’m meeting friends and family. How can I make sure we all meet up together?

Please note that there is more than one car park. On arrival you will be met by staff to guide you to the car park that is open for use. If you have accessible needs please notify them. If you are meeting friends and family unfortunately we cannot guarantee that you will be located in the same car park. Please make sure that all members of your party have a copy of your booking reference. Should you arrive at different car parks you can then access through different entrances and meet at an agreed location.


Usual FAQs apply and can but found here.

If you question is not answered above please email christmastickets@hevercastle.co.uk with your query. If you already have a booking reference please include this in your email. All emails will be dealt with on a first come first served basis.

Booking for Christmas:

DAYTIME TICKET

DAYTIME + FATHER CHRISTMAS

TWILIGHT TICKET

TWILIGHT + FATHER CHRISTMAS

Latest News