FAQs

Example timings for each attraction:

Santa – Please leave a minimum of 1 hour for this attraction if booking other experiences.

Ice Skating – 1.5 hours (Skating sessions are 45 mins, but allow 20 mins to arrive and pick up skates)

Light Trail – 1 hour

Example timings if ice skating is included

15:30 Santa

17:00 Ice Skating (arrive at 16:40 to collect skates)

18:30 Light Trail

Example timings without ice skating

16:30 Santa

17:30 Light Trail

How long are the Ice Skating sessions?

Sessions are 45 minutes long and start on the hour. We advise arriving 20 minutes in advance to ensure you have enough time to prepare for your session. The session ends at the same time for everyone so don’t be late otherwise you’ll have less time to enjoy being on the ice!

Are there age restrictions?

Children under the age of 3 are not permitted on the ice. Children aged between 3 and 10 must be accompanied by an adult, parent or guardian on the ice. We recommend a maximum of 4 children under 10 to one adult.  Children over 10 may skate without a guardian but must be supervised from the viewing area. Children must not be carried on the ice.

Is there a viewing area for non skaters?

Yes but please note this is not heated so you’ll need to wrap up warm. You can enter the site and watch your friends or family skate without needing a ticket. You’ll only need a ticket if you’re going on the ice.

Skates & Skate Aids – Do you have any skate aids for children?

Yes, they are available to rent for £5. We have colourful Beluga Whales for those children who want to have something to hold onto or they can be sat on and pushed around the ice by grown-ups. Skate aids are available for under 10s only, everyone over 10 must skate unaided, misuse of skate aids will result in your being asked to leave the ice.

To guarantee the use of a skate aid for children aged 3 – 10 please ensure you pre-book as we have a limited number available. Skate Aids are only available to pre-book with a children’s (3-10) ticket and will be limited to a maximum of 2 per order. Skate aids are restricted to a maximum of 25 on the ice at any one time, and are sold on a first come first served basis. Please note, we are unable to add them to your order at a later date so please check your basket carefully. Also if they are sold out for your session they will not be added to your basket, so please check your order carefully.

Do I need to rent skates?

Skate rental is included with the price of an ice-skating ticket. You will exchange your own shoes as a deposit for a pair of skates for the duration of your session. Please wear thick socks and ensure your skates fit correctly before taking to the ice. Please note, we are not liable for any loss, damage, replacement or theft of shoes left in exchange for skates.

What size skates are available? 

We carry sizes from J11 (child) up to and including 14 (adult).  Our friendly skate staff will happily exchange your skates at any time, to ensure that you have a pair of skates that you are comfortable with.  We strongly recommend that all skaters wear thick socks. For very small children we also carry some over shoe bob skates with two blades per skate for more stability. If for any reason the size of skate you require is not available we reserve the right to ask if you can wait for the next session.

Can I bring my own skates?

You are welcome to bring your own skates. However, there is no reduction in ticket price if you choose to do so. Winter Glow are not responsible for your skates, shoes or property.

Can wheelchair users go on the ice?

Yes, we allow manual wheelchairs on the ice. You must have someone on the ice with you at all times and we will provide studded overshoes for them. Unfortunately we cannot accommodate powered wheelchairs on the ice. For any other accessibility/disability requirements please get in touch. A maximum of 3 wheelchair users can be accommodated on the ice at any one time but please get in touch before booking if your group will have more than 3 wheelchair users so we can make necessary arrangements.

Wheelchair tickets can be purchased via our tickets page. Each wheelchair ticket covers the wheelchair user and carer/appointed person who will be accompanying them on the ice.

How busy will it be on the ice?

During the week before Christmas, we expect the ice to be very busy. If you’re nervous about skating or would just prefer a quieter ice rink, we recommend coming during a weekday in the daytime or in the earlier sessions on weekends.

Do you provide helmets?

We don’t provide helmets or other safety equipment, including kneepads and elbow pads but you are welcome to bring your own.

What about the weather?

The Ice Rink is located indoors and therefore operates in all weather conditions. In the unlikely event that the ice rink must close, alternative sessions will be offered.

What should I wear?

Although covered, the ice rink needs to be maintained at -5 degrees so the area is not heated. Please ensure that you dress appropriately for the weather. It is highly recommended that all skaters wear suitable thick socks and gloves. Several thin layers that can be removed are better than one thick layer. A thermal base layer is recommended.

Are there cloakroom facilities?

We recommend you only bring essentials with you, bags are not permitted on the ice. Winter Glow does not accept responsibility for the loss or damage from any cause whatsoever to property or articles left.

Do you provide skating lessons?

We do not provide skating lessons.

Can I bring a school group?

School groups are welcome. We can offer school groups of 20 or more a discount, please contact us via christmas@winterglow.co.uk for more details.

Exclusive Hire/Private Parties

Yes the ice rink can be hired for exclusive use, please contact us via christmas@winterglow.co.uk to arrange this.

What is the quality of the ice?

The rink is a temporary ice rink and as such is not intended for professional use. The ice is checked before each session and is resurfaced daily. Please remember that ice, by its very nature is a slippery surface, and that accidents and injuries do occur from being upon the ice. 

What happens if I have an accident on the ice?

Like all sports, the sport of Ice Skating carries a degree of risk. Skating is something that you freely engage in and undertake entirely at your own risk.  The skater acknowledges that ice is a very slippery surface and, depending upon individual skill and experience level, Ice Skating may involve falls upon the ice, collisions with other skaters, objects, or structures and therefore is considered a hazardous activity, which the skater has elected to voluntarily participate, with full knowledge, acceptance, and assumption of any and all risks of serious personal injury, death or property damage.  Management will not be responsible, however incurred, for all injury, accidents, and loss, however incurred by the skater. All slips, trips and falls, and resulting injuries whilst skating, or being upon the ice will be the fault of the individual skater.

Our staff will assess the situation and if required, summon a first aider to the ice. We have an onsite first aid area but for more serious incidents an ambulance will be called.

ALL SKATERS ASSUME ALL RISKS ASSOCIATED WITH SKATING OR BEING UPON THE ICE SURFACE AND CONSENT TO ALL RISKS ASSOCIATED WITH ICE SKATING AND UNDERSTAND THAT THEY SKATE ENTIRELY AT THEIR OWN RISK, FOREVER RELINQUISHING THE EVENT ORGANISER OF ALL LIABILITY.

Is there a risk assessment available for skating?

No, we are unable to provide a risk assessment for the sport of ice skating.  Schools and other organised group visits should conduct their own risk assessment. All skaters are assumed to understand the risks associated with the sport that they participate in voluntarily.  

Can I perform tricks on the ice?

Skating at high speed, skating backwards, tricks and acrobatics are not permitted. Chains of 3 people or more are not permitted, and neither is weaving or rough/boisterous play. The ice rink is not for professional use.

Can I use my mobile phone on the ice?

The use of mobile phones (apart from taking photos) is not permitted on the ice.  This is for your own safety and the safety of all skaters.

Smoking

Smoking or vaping / e-cigarettes are not permitted in any building or other covered areas.  Smoking whilst skating on the ice is strictly prohibited.

When should I arrive?

Please do not turn up at the experience before your pre-booked time slot.

How long is the Santa Experience?

Each Santa Experience is expected to last an hour from your arrival time. You can be called into see Santa at any point within this hour. Please note: the time noted on your ticket is your arrival time and not the time that you will meet Santa.

Who can go into the grotto?

Only those covered by a ticket will be admitted to this attraction up to a maximum of 8 per group. Additional family members that may have tickets for another attraction may wait in the Food Quarter, Cafe or Winter Bar.

Can I book the Santa Experience on the day?

No, due to the personalised nature of this experience, tickets can only be purchased in advance and up to the day before your visit.

Can my child go into the grotto alone?

No, all children must be accompanied by at least one adult.

Why do adults have to pay?

Our Santa Experience is for everyone in the family or group to enjoy.

Can I take a pushchair into the grotto?

Yes

Is the grotto wheelchair accessible? 

Yes

Do you offer SEND sessions?

SEND sessions are available on the following dates: 24th Nov at 13:00, 13:20, 13:40, 6th Dec at 15:00, 17th & 18th Dec at 15:20 & 15:40

How will the Santa experience be personalised?

On booking, you have the opportunity to add information you might like Santa to know. Please include anything you want Santa to mention (e.g if you have a resident elf on the shelf, specific likes or recent achievements etc).

Can Santa accommodate a child with additional needs? 

Yes, please let us know about any additional needs on booking so we can ensure Santa is fully briefed.

Will my child sit on Santa’s lap?

No, Santa will not have physical contact with your children.

Are Santa and his elves DBS checked?

Santa’s aren’t necessarily DBS checked however all children must be accompanied by at least one adult in the Grotto which removes the risk of a breach of safeguarding.

What age is the Santa Experience suitable for?

While the experience is magical for all family members, Santa’s presents are geared for ages 2 up to 12 years. (Babies 0 – 24 months will receive a book). Children 13 and over need to buy an adult ticket which does not include a present, or purchase a teenager ticket which will include a chocolate gift.

Santa Paws!

Did you know that Winter Glow isn’t always just for humans? On our dog friendly nights, we will be opening Santa’s Grotto to all of our four-legged friends for some festive fun. These will be held on 22nd, 23rd November and 6th, 13th, 16th, 19th December 2024

What should I wear?

The Light Trail is an outdoor event. Wrap up warm with sufficient waterproof clothing and outdoor footwear. The trail is on a mix of tarmac pathways and temporary tracking.

Is the trail wheelchair/ mobility scooter accessible? 

The whole trail is on a mix of tarmac pathways and temporary tracking and some surfaces are uneven, but no part of the trail is on grass or mud. Please ensure your chair can accommodate slightly uneven surfaces.

Dogs

No dogs (except for guide dogs and registered assistance dogs) are permitted on site unless on dog friendly days where we are welcoming all your four legged friends to Winter Glow! If you have a friendly dog that is used to being around lots of people (and other dogs), you are free to bring your dog on the following dates:
22nd, 23rd, 29th, November and 11th, 12th, 13th, 16th, 19th, 27th, 28th, 29th, 30th, 31st December 2024. 

On our dog friendly days, dogs will be welcome on the Illuminated Light Trail, Food Quarter, Cafe and Bar. So if you fancy grabbing a tasty treat after your walk you are welcome to bring your pooch along!

Owners must be responsible for their dogs at all times, clean up after them and keep them on a short lead at all times.

Please note: dogs are not permitted on the ice rink or any fairground rides.

Will there be strobe lighting?

Yes, where strobe lighting is used will be very clearly signposted and can be avoided. Elsewhere there will be lighting sequences that contain flashing lights however these will not be strobe lighting. In these areas lights will not operate at more than 5 flashes per second.

Do you Offer SEND sessions?

Yes – These sessions will enable visitors with additional needs to experience our attractions in a comfortable and non-threatening environment. Lights will be raised with any rapid movement reduced, noise and music will be reduced, and capacity will be capped to allow visitors to move around the spaces as freely as possible. Tickets to these sessions are limited to ensure the trail remains less crowded. These sessions will be held on 24th November, 6th, 17th & 18th December at 16:15

What about the Weather?

The trail is outdoors and will operate in most weather conditions, including snow, sleet and rain. Under severe conditions we may need to cancel. If this is the case your tickets will be swapped to the next available date. Information will be given on our website and social media channels notifying of any cancellations.

Will there be vegan, vegetarian and gluten free options?

Yes, there will plenty of vegan, vegetarian and gluten free options available for you to choose from.

Do you accept cash?

We accept both card and cash payments, however there will not be a cashpoint on site.

What food options are available?

Our independent food traders can be found cooking up a storm in our indoor Food Quarter – perfect for either a sit-down meal or quick bite.

Our Ice Cafe, located next to our Ice Rink, will be serving up a selection of lighter food options and hot and cold drinks.

Do you have highchairs available?

We do have a small number of highchairs available for use in our food quarter, café and VIP area.

Is there a bar?

Jingle’s bar can be found in our indoor Food Quarter. Hot and cold drinks such as coffee, tea, mulled wine & cider and lager will be available to purchase.

Where we can, we try to use biodegradable consumables in our Cafe, Bar and Food Quarter.

Directions

Car – Winter Glow is located at The Three Counties Showground, postcode WR13 6NW. To get here just follow the brown road signs from all major routes. For parking, follow the signs to the Brown Gate entrance.

Train – The closest train station is Great Malvern. It would then be an 8 minute taxi ride to the Three Counties Showground.

Parking

Please park in West Gate car park, follow the signs for the Brown Gate entrance for access. Ample free parking is available at Winter Glow – there is no need to book a separate ticket. Most of the car park is tarmaced and accessible spaces are available for blue badge holders.

What do I do when I arrive?

On arrival, follow specific event signage. Once parked, enter through the West Gate entrance where a steward will direct you up into the Barn. Tickets will only need to be shown at the entrance to each attraction.

Adverse Weather Plan

Winter Glow is a mixed indoor and outdoor winter event. We will therefore be open and operational throughout all usual winter weather conditions, which will include inclement weather such as rain, sleet and snow. We remind all guests to dress appropriately for the seasonal weather.

The health and safety of our visitors and staff remains at all times our paramount consideration. Throughout every day of the event, weather conditions will be monitored by the Winter Glow team.

In the unlikely event that weather conditions on site pose a risk to the health and safety of our visitors or staff, we may make the decision to cancel certain parts of the event on that given night. Any decision to cancel would be made as early as possible, but weather can also be unpredictable.

Any decision to cancel any part of the Winter Glow event will be made by the organisers and any such decision will be final.

What happens if an attraction is cancelled on a day I am booked to come?

In the unlikely event that an attraction at Winter Glow has to be cancelled due to adverse weather or for any other reasons, all persons booked for that date will be notified of the cancellation via an email sent to the email address that the booking was made under. 

An announcement would also be made via our social media platforms and website. We advise customers to check for the latest updates before travelling.

Full details of the next steps will be contained within the email notifying customers of the cancellation, including details as to how they can re-book for the next available date.

Note: The Ice Rink, UV Crazy Golf, Santa Experience, Food and Markets are located indoors – these attractions will remain open in any weather, and tickets for these will remain valid for your pre booked day only.

No refunds, under any circumstances will be possible on any night when the event or individual attraction is running.

No refunds will be issued for any non-attendance, under any circumstances on any night when the event or individual attraction is running.

Winter Glow will not be liable for any other costs incurred by customers.

Dogs

No dogs (except for guide dogs and registered assistance dogs) are permitted on site unless on specified dog or Santa Paws days.

On our dog friendly days, dogs will be welcome on the Illuminated Light Trail, Food Quarter, Cafe and Bar. So if you fancy grabbing a tasty treat after your walk you are welcome to bring your pooch along!

Owners must be responsible for their dogs at all times, clean up after them and keep them on a short lead at all times.

Please note: dogs are not permitted on the ice rink or any fairground rides.

Smoking

Smoking or vaping / e-cigarettes are not permitted in any building or other covered areas.

Are toilets available?

There are three toilet blocks on site including accessible facilities and baby changing facilities. These are located at the first entry point, near the fairground, and half way around the light trail.

I want to do more than one attraction – how should I schedule my visit?

In most cases if you want to do more than one attraction you can book them one hour apart. However if you want to do Ice Skating you will need to arrive 20 minutes before your session starts to collect your skates, so either allow extra time or do this activity first.

Are all attractions wheelchair accessible?

Yes, all attractions are wheelchair accessible. Please note that the Ice Rink only permits manual wheelchairs. We do have a manual wheelchair available for visitors to swap into if required, please contact us in advance via email.

Why Is there CCTV in use?

CCTV is in use for safety and security purposes. Images are recorded 24 hours a day.

Cashpoint

There is not a cashpoint on site, all purchases ideally need to be made via debit/credit card/contactless.

Behaviour 

No member of staff should be required to deal with any customer either face to face, over the phone or in any correspondence who is exhibiting threatening, violent or abusive behaviour and we reserve the right to refuse admission to the site or remove members of the public from the site.

Threatening behaviour includes, but is not limited to, threats of violence to members of staff or any other person which is for example, racist, sexist, homophobic or includes intimidating language, swearing or aggressive body language.

Alcohol

We operate a Challenge 21 Policy. This means that staff are trained to ask for ID (licence or passport) for anyone who looks under the age of 21. Please don’t take offence, they’re only doing their job. We reserve the right to refuse entry or service to anyone who is intoxicated. This is for your safety and the safety of others.

Lost Property

Please ensure that as soon as you have discovered you have lost personal property, this is reported to a member of staff. All staff will be wearing a badge. We do recover and keep lost and found property. If we locate your property, we shall inform you to arrange collection. Any items which have not been claimed for after a period of 14 days shall be disposed of. Management are not responsible for the loss or theft of personal property, however incurred.

Where can I purchase a ticket?

Tickets can be purchased from this website only (there will be no facility to purchase a ticket onsite or via phone). Tickets can be bought on the day via our tickets page, but we recommend purchasing tickets in advance to avoid disappointment.

Skate aids can be purchased on site from our skate desk, however we do recommend booking this in advance via our website as they do tend to sell out.

All tickets are non-refundable.

Will I get sent a hard copy of my ticket?

We do not provide or send out hard copies of tickets. Your booking confirmation will have all of your ticket information attached, as well as your e-ticket barcode, this is all that you will be required to bring with you to gain entry to the event.

What does the time on my ticket signify?

The time on your ticket is the time that you should arrive at the entrance to your booked attraction. To avoid large queues please make sure that you arrive at the time you have booked.

Carer Tickets

Personal assistants/carers are eligible for a free ticket at Winter Glow 2024 upon meeting the following criteria (subject to capacity).

• Entitlement to Disability Living Allowance for children under 16 or DLA/Personal Independent Payments (PIP) for those aged 16-64, either in the form of a letter stating that the benefit has been awarded, or the actual Allowance book – (dated within the last 12 months).
• Attendance Allowance or Carer’s Allowance letter of award – (dated within the last 12 months).
• In the case of visual impairment, a registration card known as the BD8 or a Certificate of Visual Impairment (CVI)
• A recognised Assistance Dog ID Card

Winter Glow offers complimentary carer tickets for Illuminated Light Trail & UV Glow Crazy Golf only. 

Carer tickets must be applied for via the form below:

https://docs.google.com/forms/d/e/1FAIpQLSc5biOTuQU_NXCzfEhRXqMPPqcYptQ3yr1GbtNBgn9qKoQxOg/viewform?usp=sf_link

The person being cared for should hold a valid paid ticket which must be purchased in advance of the carer ticket application. Once your form has been received, the Winter Glow Team will assess your application and process your carer ticket within 7 days. 

We will reply to all applications, and reserve the right to refuse any application. Reasons will be provided if an application is refused. If successful, you will receive an updated booking confirmation with a carer ticket added on to your booking. 

If you have any other questions or issues with completing this form please contact christmas@winterglow.co.uk

Can I change my ticket?

Yes, you can change the date and time of your tickets up to 7 days in advance of your existing session by logging into your account on our website. We regret no refunds are available. 

What if I’ve made a mistake whilst booking my ticket?

You can login to your account on our website to make amendments to your booking date and time of your tickets up to 7 days in advance of your existing session. We regret no refunds are available.

Can I buy tickets on the day?

Yes you can buy tickets on the day however they still need to be booked online. To avoid disappointment, we recommend pre-booking online before you travel as sessions do sell out in advance.

I’ve lost my ticket, what can I do?

Tickets will arrive digitally and will be stored in your account on our website.

What if I have booked and arrive late?

Please arrive on time to ensure you have the full session time, especially for Ice Skating. Skaters will be allowed on part way through but the session finishes at the same time for everyone and you will therefore not be able to extend your time on the ice – it is important to arrive early!

Do you offer refunds?

No, we do not refund any tickets. All tickets are non-refundable, and all sales are final.

We offer the following SEND sessions

Santa Experience:

Sessions are available on the following dates: 24th November at 13:00, 13:20, 13:40, 6th December at 15:00, 17th & 18th December at 15:20 & 15:40

Light Trail:

Sessions are available on the following dates: 24th November, 6th, 17th & 18th December at 16:15