Westfield London

Ariel Way, Shepherd's Bush, London, W12 7GF

Grotto FAQs

What is the DreamPlace Grotto?
This Grotto experience magically combines the time-honored tradition of meeting Santa Claus with technological wizardry to deliver a very special and immersive holiday experience. This season, the all-new attraction lets you and your family join Po and Friends for interactive games and an immersive, cinematic journey that transports guests to the North Pole for your private meeting with Santa.

Where is The Dreamplace Grotto located?
Outside on the Southern Terrace near Debenhams and Jamie’s Italian.

Is there an age or height requirement?
Everyone is welcome! There is no age or height restriction. Children under 16 must be accompanied by an adult.

How do I book?
Visit www.dreamplaceexperience.com/westfieldlondon, click ‘Book tickets’ and follow the prompts to complete your booking.

Do I have to make a booking through the website?
We recommend you book tickets online in advance to avoid disappointment. Tickets will be available for purchase at the Christmas Box Office, located at the Ice Rink in the Atrium.

Why do I need to enter my child’s name and pictures?
Santa would like to know who will be visiting him in the North Pole. By entering these details, Santa will know them by name the moment they walk into his workshop making for a very magical experience.

But why do I need to include a photo of the family?
Each family will receive their own personal boarding pass that includes this picture for their journey to the North Pole. It becomes your keepsake and family album throughout the experience.

Is there a ticket office at the centre?
Yes, there is a ticket office located at the DreamPlace Grotto and at the Ice Rink in The Atrium. We recommend you pre-book your tickets online in advance to avoid disappointment.

How many people are allowed per appointment?
The DreamPlace Grotto allows for 8 people per appointment. If you have a larger group, you can book into smaller groups of up to 8 people.

Can schools or other large groups attend?
Yes. If you would like to book a larger group we would be happy to help you with your reservation. Please contact us via the customer service email to arrange for a special group booking: UK.Ticketing@Westfield-uk.com.

Can I cancel or change a booking?
Unfortunately, once a booking is complete we are unable to amend your session date or time. If you accidently booked the wrong location, please contact the customer service email UK.Ticketing@Westfield-uk.com and we will endeavor to change the location, subject to availability. Requests to cancel tickets must be made no later than 72 hours before your booked date and submitted to the customer service email UK.Ticketing@Westfield-uk.com. Please state your booking reference, name of the original Buyer (and the email address registered with your booking) and the reason for your application.

Can I add or change the number of guests in my reservation?
Changes to your group size cannot be made once a reservation is confirmed. You are welcome to create a separate reservation for more people; however booking into the same session is subject to availability.

Will I be able to park my pram?
Yes, there is a Buggy Park located near the DreamPlace Grotto. To learn more, visit our Buggy Park Terms & Conditions.

Do I need to write a letter to Santa with my child’s wish list?
Creating a letter will deliver a truly personal experience for your child by letting Santa know what they want for Christmas.

What Santa Photo Packages are available?
There is a selection of photo packages available for sale at the DreamPlace Grotto. Prices range from £6 and you can review the packages at westfield.com/london.

Can I take photos inside the DreamPlace Grotto?
No personal or commercial photos or cameras can be used within the DreamPlace Grotto.

Is the DreamPlace Grotto accessible for wheelchair users?
Yes and we ask the wheelchair user to have a helper with them. The customer needs to buy one ticket for the wheelchair user and the helper goes free. When you have booked your ticket, please email UK.Ticketing@Westfield-uk.com with your session time and date so that we can allocate your helper space – this won’t appear on the booking site.

Up to what age do children receive a gift?
We provide gifts for children up to the age of 12.

Can I bring food or drink into the DreamPlace Grotto?
Water is permitted into the DreamPlace Grotto. We ask that no other food and drink is taken in with you.

How to get to Westfield London

Where is the best place to park?
You can park at Westfield London for the whole day for a fixed fee. You can find full details of parking charges here https://uk.westfield.com/london/centre-info/getting-here.

How do I get to the centre via public transport?

Tube
If you take the Tube, you won’t have to walk far. Four Underground stations provide easy access to the centre:

Central line:
     » Shepherd's Bush and White City

Hammersmith & City line:
     » Wood Lane and Shepherd's Bush Market

Service is fast and frequent across both lines – there are 30 trains an hour on the Central line.

National Rail

Southern and South West Trains
For connections to Clapham Junction with services to South London and Southern counties, including trains to Gatwick Airport.

Southern Trains
Shepherd's Bush station is served by Southern trains between Watford Junction and Clapham Junction and Watford Junction and East Croydon.

Bus

White City bus station, near Wood Lane Tube station, is just 70 metres from Westfield London.

Bus routes:
31, 49, 207, 237, 260, 607 and C1 will run from the terminus at Shepherd's Bush via the Westfield Interchange and terminate at the White City bus station. Route 148 will run to the bus station via Wood Lane.

Shepherd's Bush also continues to be served by buses 72, 94, 95, 220, 272, 283, 295 and N207, with bus stops just a short walk from Westfield London.

Other Christmas services & events
Visit our website for details of events and offers running during the Christmas period: westfield.com/london.

Do you offer Gift Wrapping?
Yes. The gift wrap station will be available in the Atrium near Armani Exchange from October.

Concierge Services

Do you have a cloakroom?
The Concierge Services facility also houses a Cloakroom service where you can leave your coat, umbrella and other belongings whilst you shop. Prices start from £3.

What are the centre opening hours?
Please see our website for centre opening hours: westfield.com/london.

Do you have family friendly facilities?
Visiting the centre with children couldn’t be easier with dedicated parent rooms, Kiddy Car hire and exclusive offers available to you via our kids club. Visit concierge on the lower ground floor for more information.

For any other enquiries please email: UK.Ticketing@Westfield-uk.com.

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