FAQs

Example Timings for Multiple Attractions

You should allow the following for each attraction:

Santa – 30 mins – 1hr

Ice Skating 1.5hrs (Skating sessions are 45 mins, but allow 30 mins to arrive and pick up skates)

Observation Wheel – 30 minutes

Light Trail – 1 – 1.5hrs

Example timings if ice skating is included

3:30 Santa

17:00 Ice Skating (turn up at 16:30 to collect skates)

18:00 Observation Wheel

18:30 Light Trail

Example timings without ice skating

16:30 Santa

17:30 Observation Wheel

18:00 Light Trail

Observation Wheel FAQs

How big is the wheel?

120ft / 36.5m

How many people can fit in a pod?

6 ticket holders to a pod

Can wheelchair users go on the wheel?

Yes, one wheelchair at a time on the wheel.

Are the pods covered?

Yes each pod is covered.

Are dogs allowed on the wheel?

Guide and registered assistance dogs are allowed to ride with owners. 

Can I smoke whilst on the observation wheel?

Smoking or vaping / e-cigarettes are not permitted on the wheel.

Ice Rink FAQs

How long are the Ice Skating sessions?

Sessions are 45 minutes long and start on the hour. We advise arriving 30 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!

Are there age restrictions?

Children under the age of 3 are not permitted on the ice. Children aged 3 but younger than 7 must be accompanied by an adult, parent or guardian. We recommend a maximum of 4 children under 7 to one adult.  Children over 7 but under 10 may skate without a guardian but must be supervised from the viewing area. All visitors not skating require a spectator ticket. Children must not be carried on the ice.

Is there a viewing area?

Yes but please note this is not heated so you’ll need to wrap up warm. All visitors not skating require a spectator ticket.

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

Yes, they are available to rent for £3. 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.

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 ticket and will be limited to a maximum of two per order.

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 fits 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 J8 (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. The carer or appointed person can come on the ice for free; just buy your ticket in the normal way. I’m sorry we cannot accommodate powered wheelchairs on the ice. For any other accessibility/disability requirements please get in touch. A maximum of 6 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 6 wheelchair users so we can make necessary arrangements.

What if I have a disability, but I’m not a wheelchair user?

Should you require support in the form of a carer, we provide a free of charge ticket for the carer. This is done on a 1 to 1 basis, please email christmas@winterglow.co.uk

Is there a sensory friendly session?

We are offering sensory friendly sessions on 2nd December 2021 at 2pm, 14th December 2021 at 2pm and 3rd January 2022 at 11am. These sessions will have quieter music and no flashing lights.

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 covered and therefore operates in all weather conditions. In the unlikely event that the ice rink must close, alternative sessions will be offered.

What about unseasonal and extreme weather?

We will monitor weather conditions and if we decide for safety reasons to close the ice rink, this will be announced on our website and social media channels. If you’re travelling some distance and the weather looks bad, please get in touch via christmas@winterglow.co.uk 

What should I wear?

Although covered, the ice rink area is not heated. Please ensure that you dress appropriately for the weather. It is highly recommended that all skaters wear suitable thick socks & gloves. Several thin layers that can be removed are better than one thick layer. Waterproof clothing is recommended.

Are there cloakroom facilities?

We recommend you only bring essentials with you, bags are not permitted on the ice. A limited amount of lockers are available on a first come first served basis for £1 per locker. Winter Glow does not accept responsibility for the loss or damage from any cause whatsoever to property or articles left in lockers or not.

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 if necessary. 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.

Santa Experience FAQs

When should I arrive?

Please arrive at least 30 minutes before the time of your Santa Experience.

How long is the Santa Experience?

Each Santa Experience is expected to last between 30 – 45 minutes from time of arrival.

Who can go into the grotto?

Each tickets allows up to 6 people in a group to enter at one time. Only those covered by a ticket will be admitted to this attraction (max 6 people). Additional family members that may have tickets for another attraction may wait in the Food Quarter.

Can I book the Santa Experience on the day?

Yes, subject to availability. However this still must be done online, you cannot buy tickets at the venue.

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. (Max of 6 in one group)

Can I take a pushchair into the grotto?

Yes

Is the grotto wheelchair accessible? 

Yes

How will the Santa experience be personalised?

On booking you have the opportunity to add information you might want Santa to know. Please include anything you want Santa to mention (e.g if you have a resident elf on the shelf, 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, Santas presents are geared for age groups 10 and under.

Light Trail FAQs

What should I wear?

Glow 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

Only guide dogs and registered assistance dogs are permitted apart from on our specific dog friendly days 7th, 14th and 29th December. 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 these nights only.  Owners must be responsible for their dogs at all times, clean up after them and keep them on a short lead at all times.

Smoking

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

Are toilets available?

There are two toilet blocks on site including accessible facilities and baby changing facilities. These are located at the ticket entry point and by the Food Quarter.

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.

Is there a sensory friendly session?

Yes – These sessions are for people who would like to experience the trail without high volumes of people. Tickets to these sessions are limited to ensure the trail remains less crowded. These will be 8th December 4:15pm, 13th December 4:15pm and 28th December 4:15pm.

Is there food and drink available?

Yes there will be a café serving a selection of food and drinks as well as food vendors in the food court. Vegetarian and vegan options will be available. More information regarding catering will follow. Only food or drink purchased on site may be consumed in the Ice Cafe or Food Court.

What about the Weather?

The trail is mostly outdoors and will operate in most weather conditions, including 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.

General FAQs

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. 

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

Parking

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, you will be asked to show your ticket (either printed or on a smartphone) where it will be scanned. You may be required to wait in line.  You will then be directed to where you need to go depending on your type of ticket.

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 30 minutes before your session starts to collect your skates, so either allow extra time or do this activity first.

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.

Dogs

Only guide dogs and registered assistance dogs are permitted apart from on our specific dog friendly days 7th, 14th and 29th December. 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 these nights to the Illuminated Light Trail attraction only. Owners must be responsible for their dogs at all times, clean up after them and keep them on a short lead at all times. Dogs are not permitted on the ice and must not be left unaccompanied at any time.

Ticketing FAQs

Where can I purchase a ticket?

You can purchase tickets on this website (there is no facility to purchase a ticket onsite or via phone). All tickets are non-refundable.

Are there any ticket concessions?

Yes please see the tickets sales page for details. 

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. Anyone that arrives at Winter Glow without a ticket will be refused entry.

What If I have booked and arrive late?

Please arrive on time to ensure you have the full session time, especially for Ice Skaters. 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.

COVID-19

We will be adhering to all government guidelines regarding COVID-19. Please adhere to all COVID-19 safety requirements and follow the instructions of our marshals.