Experiences

Frequently asked questions

event questions

Where is Santa’s Secret Forest located?

Santa’s Secret Forest is based in Orrell Hill Woods, just outside Liverpool, UK. Find directions here

What dates does the experience run?

From Friday 20th November to Christmas Eve, Thursday 24th December 2025.Sessions are available throughout the day and evening subject to availability.

How long does the experience last?

The light trail takes on average 30 minutes.The Christmas Hub experience is approximately between 1 hour to 1 hour and 10 minutes from start to finish.

Is there food and drink available?

Yes, our Merrywood Market offers festive treats for purchase. VIP guests receive a meal as part of their package.

Can I bring my own food?

External food and drink is not permitted within Santa’s Secret Forest, but we have a whole host of delicious food and drink available from Merrywood Market.

Please email info@santassecretforest.co.uk if you have any specific food requirements.

What should I wear?

While you will be inside once in the Christmas Hub, you will be outdoors from the car park, on the Light Trail and Merrywood Market in a natural forest setting. Due to this, we recommend you bring appropriate footwear and wrap up warm in layered clothing. Don’t worry though, there are areas in Merrywood Market which offer shelter to keep you dry.

VIP visitors do have access to a heated lounge.

Please be aware that despite our best efforts, due to the setting of the forest, some pathways can get muddy at times.

Is Santa’s Secret Forest an inclusive and accessible event?

Absolutely. Santa’s Secret Forest is designed to be a welcoming, inclusive experience for all families. We strive to create a magical, safe, and joyful environment regardless of age, background, ability, or identity. If you have any specific requirements, please reach out to our team. We’re here to help make your visit as magical as possible.

Can I bring my dog or pet to Santa’s Secret Forest?

We love animals, but only assistance dogs are permitted at Santa’s Secret Forest. This policy helps us ensure the experience remains safe, comfortable, and magical for all our guests. Assistance dogs must be clearly identifiable and remain with their handler at all times. Unfortunately, we’re unable to accommodate pets or emotional support animals that are not legally recognised assistance dogs under UK law.

ticket questions

I can’t find my tickets?

You can retrieve your booking by visiting this link. Simply enter your email address and follow the instructions to retrieve your booking.

What is included with a General Admission ticket?

Access to the Enchanted Light Trail
Entry to The Christmas Hub including Santa Visit
A soft toy included for Every Little Kid
Access to Merrywood Market where you can purchase food and drink including marshmallows to toast
Meet a Real Reindeer

What is included in the VIP Experience?

Access to the Enchanted Light Trail
Entry to The Christmas Hub including Santa Visit
A Soft Toy included for Every Little Kid
Access to Merrywood Market for Food & Drinks
Meet a Real Reindeer
A photo with Santa
1x Complimentary glass of Fizz or Beer per adult. Unlimited Soft Drinks
FREE Santa's Secret Forest Branded Hat
Exclusive heated VIP Lounge
- Warming Winter Meal
- FREE Ride on Santa's Virtual Reality Sleigh
- Toasted marshmallows

Are there tickets for just the Light Trail?

Yes, Light Trail Only tickets cost £16.50 (which includes a 10% non-refundable booking fee), giving you access to our magical woodland trail without entering the indoor experience.
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Access to the Enchanted Light Trail
Access to Merrywood Market where you can purchase food and drink including marshmallows to toast
Meet a Real Reindeer

What are the ticket prices?

Please refer to our ticket page here for the latest prices

What are the booking fees?

General Admission ticket prices are displayed inclusive of a non-refundable 10% booking fee

Light Trail only ticket prices are displayed inclusive of a non-refundable 10% booking fee

VIP ticket prices include a capped £10 booking fee

How can I pay for my booking?

All varieties of Visa and Mastercard, as well as Maestro, are accepted.

Tickets can also be paid for with Apple Pay, Google Pay, Pay in 3 and Pay in 30 days with Klarna as well as Revolut Pay.

How much are tickets for babies (under 12 months)?

Babes in arms under 12 months (Proof of age required) still require a ticket (Tiny Kids). These tickets are free of charge when sitting on a paying ticket holders lap. If you want your child to have a place on the seated parts of the experience they must purchase a ticket.

All guests over 12 months require a standard or VIP ticket for entry to the full experience.

How many people can come in the same family or group?

Our magical lifts and visit with Santa comfortably fit 8 persons (numbers including wheelchairs or prams) parties of 8 or more are welcome, but this may detract from the overall experience in certain sections of the experience.

If you email your ticket confirmation number to info@santassecretforest.co.uk along with the date and time of your booking, your split of big kids, little kids and any prams or wheelchairs we will log your requirement.

On the day you come to join us let your elf know your party size upon entry to the grand lobby of the Christmas Hub (you will know when you arrive at the grand lobby) and they will aim to accommodate your booking together.

Can I book with another family in the same slot?

If you and another family are booked on the same slot you will experience your journey through the Light Trail and Christmas Hub and Merrywood Market together. You will split into your separate smaller groups to visit Santa.

Can I change my booking?

Tickets are non-refundable and non-transferable, so please choose carefully before booking.

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Optional Ticket Protection is available at checkout. Get up to 100% of your ticket costs back if you can’t attend your event for a number of specified reasons.

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This covers:
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illness or injury to you, another ticket holder, or immediate family member
Severe weather, unexpected public transport delays, involuntary job loss and more

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This protection is sold by Cover Genius. View terms

Who can I contact with a question about my ticket(s)?

Please email info@santassecretforest.co.uk

Welfare and Access Questions

Is the event suitable for prams and wheelchairs?

Yes, the event is accessible.

We try to ensure the ground is as flat and smooth as possible for all visitors attending. Please be aware that despite our best efforts, it can become muddy depending on recent weather conditions. We advise against bringing prams with small wheels.

Are there toilets on site?

Yes, we have portaloo toilets around the site for visitors to use.

Are strobe effects used in the show?

It is not recommended that photosensitive persons attend Santa’s Secret Forest. While no single source of lighting regularly strobes at high frequency, the volume of light fixtures on site could raise the frequency of light flashes and strobe across multiple sources to a level where it may be considered unsafe for people affected by photosensitive epilepsy.

These effects will be removed for SEN sessions.

Who can I speak to about accessibility / carer tickets?

We have a dedicated accessibility team. Please email info@santassecretforest.co.uk

‍Please state your access needs along with date and session time you are hoping to book and they will provide more information on carer tickets

Customer Service Questions

How do I retrieve lost property?

Email us at info@santassecretforest.co.uk. Lost property will be retained for a period of 7 days.

How do I contact customer services?

Email us at info@santassecretforest.co.uk.

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The Light Trail

Merrywood Market

Santa's Reindeer

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Frequently asked questions