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NEWS

EVENTS & UPDATES

SUMMER 2021 FAQ

TICKETS


How do I book a ticket?

Tickets can be pre-booked here.

Do I have to pre-book?

We are continuing with online booking to ensure the Grotto is not over crowded, so that visitors have the best possible experience. Some walk up tickets will be available, but we do recommend that you pre-book. We anticipate that we will have to turn visitors away who have not booked – so if you want to guarantee that you get to see the Grotto, you should pre-book.


Why is the date/time I want not showing as available?

We are currently releasing tickets to the end of August; if the date you're looking for is after that you'll need to come back and book nearer the time. Otherwise, it will be because we don't have availability in the time slot, or on the day, that you're looking for.


I am bringing a child who is under 4 - do I need to book them a ticket?

No - we have allocated enough space to allow for under 4s.

Can I book on the same day as my visit?

Yes, if we have availability, you can book on the day.


What happens if I am late or early?

Please try to arrive within your 30-minute time slot. If you arrive late or early, we may not be able to allow you to enter and we will not be able to offer refunds. However, we always do our best to make it work for our visitors. Entrance will not be permitted after 4.45pm.


I’m a Friend, do I have to book?

No, if you are a current Friend you do not need to book. Please bring your card!


I have a complimentary ticket/gift voucher - how do I use it?

You don't need to book but do remember to bring your ticket with you otherwise you may be charged in full.


Will you provide a refund or transfer for my pre-booked tickets if I need to cancel my booking?

We operate a no refunds policy except for COVID-related reasons. If you are unable to visit because of self-isolation etc, please notify us via email at info@shellgrotto.co.uk by 9am on the day before your visit. Please include your name and booking number. We will refund your tickets so that you can re-book at a later date; please allow up to two weeks for your refund to appear in your account (we'll action it same day - that's just how long the payment company take). Please note that refunds are at the Shell Grotto’s discretion and will be subject to a 10% charge to cover fees.


AT THE GROTTO


What happens when I arrive?

We just need your name to access your booking on our system. We will check it against our bookings and give you information for entering the Grotto. We display QR codes so that you can check in using the NHS Test & Trace app. We have a hand sanitiser station at the main entrance and we ask that everyone continue to use it before entering.


Do I have to wear a face covering?

We strongly encourage you do wear a face covering, if you are not exempt, particularly in the Grotto, which is a confined, underground space with limited ventilation. Government guidance is that it is ‘expected and recommended’ to wear a face covering where you come into contact with people you don’t normally meet, in an enclosed space – the Grotto definitely falls into that category.


What safety measures are still in place?

Some staff will continue to wear face coverings in the shop, and all will when entering the Grotto. If you need a member of staff to lower their mask to aid communication, do please just ask - we're happy to do so.

We continue to have screens installed at most pay points. Our hand sanitiser stations will remain in place and we will continue with increased frequency of cleaning, paying close attention to high-contact areas such as door handles, handrails and card readers. We want you and our staff to feel safe and be safe.


Will the Grotto be crowded?

We are restricting visitor numbers into the Grotto to ensure the best possible visitor experience. However, it is a small, underground space and we ask everyone to be mindful of others and their concerns.

Is the shop open?

Yes, the shop is open. We accept contactless card payments and cash.

Online shopping is available here.


Are the toilets open?

We have only one public toilet on site, which will be open. Additional cleaning procedures are in place, but we do ask you to be considerate and leave the space as you would wish to find it. Please do wash your hands for 20 seconds after using the facilities.


Can we bring bikes / scooters / prams / rucksacks / luggage?

Large items such as rucksacks / scooters / suitcases etc cannot be taken into the Grotto because of the delicate nature of the structure. You will be able to leave them in the shop, but we’re afraid they won’t be in a secure area.


Are dogs allowed?

No, with the exception of assistance dogs, dogs are not allowed in the Grotto, but are welcome in the shop.

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