Santa Experience 2023 – Terms & Conditions

You should understand that by booking this event you and your group agree to comply with and be bound by these terms and conditions:

Booking Confirmation

Your booking confirmation will be emailed to you within 24 hours – this is your proof of purchase for your booking. Please bring this with you, either printed or by showing it on your phone. We do not have printing facilities so you must print before you arrive. If you do not have a printer or a mobile phone, simply make a note of the Booking Reference Number and bring it with you, coupled with some ID. We operate a strict no confirmation, no entry policy. It is your responsibility to check your confirmation; mistakes cannot be rectified.


Please arrive promptly, no more than 10 minutes before your booking time, in order to gain the best from your experience. We cannot guarantee entry if you are late for your booking. Children must be accompanied and supervised by an adult (over 18) at all times.

Booking Time

When you book Breakfast or Dinner with Santa, your booked time is the time that the Thornton Suite will open and is when you will be able to enter. There are a limited number of places available at each session, which lasts around 1.5 hours. Depending on how many places have been sold for your session, you may have to queue for a short time to enter. Weekends are our busiest time and are usually fully booked; meaning a short wait is inevitable. In order to get the best from your experience, we recommend that you arrive at the Thornton Suite entrance no more than 10 minutes before your booking time – please do not arrive earlier than this as we are unable to allow you to enter before your booked time. As tables are pre-allocated, there is no benefit in arriving early. In addition, we cannot guarantee entry if you are late for your booking.


Any photography that you take at the event that includes children other than your own must not be shared in the public domain eg social media, without the written permission of the child’s parents/guardians.


If you need to cancel your booking more than 48 hours in advance of your session, we will arrange for a full refund to be issued to you by the original payment method.

If you are unable to attend your session for any reason and can’t tell us more than 48 hours in advance, but you do advise us before the session start time, a member of our team will arrange a Gates Gift Voucher to the value of your cancelled booking, to be used either in the Garden Restaurant or the Courtyard Coffee Shop before 31/03/24.

Events outside our control

Should the event have to be cancelled or the restaurant closed as a result of events outside our control (for example, but not limited to adverse weather conditions, illness, etc) we will endeavour to re-book you at an alternative time. If no alternative is possible then we will issue a refund.


We accept that, despite every effort being made to ensure you have a trouble free, enjoyable family experience, things may occasionally go wrong. If you have a complaint you should inform our staff immediately. They will attempt to resolve the problem as soon as possible. If, however, an acceptable solution is not found and you wish to take the matter further, please email us at detailing in full the nature of the complaint, wherever reasonably practicable within 7 days of your visit. This will allow us to investigate your complaint fully.

Legal Company Name: F.A. GATES & SON LIMITED

Company Number: 03691840


Address: Gates Garden Centre, Somerby Road, Cold Overton, Oakham, Leicestershire LE15 7QB

Telephone: 01664 454309

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