FAQs

You may have a question about the Hyde Park Winter Wonderland Charity Preview Night, if so, we hope you'll find the answer below.

What is the date and time of the Hyde Park Winter Wonderland Charity Preview Night 2016?

This year’s Charity Preview Night is on Thursday 17 November 2016, 5-9pm.

How much does a wristband cost?

Standard wristbands cost £60 each plus a £1 booking fee.  Children 2 years old and younger can enter for free (although the £1 booking fee will be applied) although they will still require a wristband that should be ordered online and collected on the night at the Marble Arch Booking Office.

Who needs a wristband?

Any adult or child who would like to enter the Hyde Park Winter Wonderland site on Thursday 17 November, 5-9pm will need a wristband. This year, the Winter Wonderland site will be a CLOSED SITE, meaning only people wearing a wristband will be allowed entry into the site. Please note that all those aged 16 and under must be accompanied by at least one adult (who must also purchase a wristband even if they are not planning to go on the rides etc).

Can you enter Hyde Park Winter Wonderland Charity Preview Night without a wristband?

No. This year, the Hyde Park Winter Wonderland site will be a CLOSED SITE on Thursday 17 November, 5-9pm for the Charity Preview Night, only people wearing a wristband will be allowed entry into the site.  Please note that due to licencing regulations all children (including babes in arms) will also require a wristband, as will any person accompanying groups but not planning to go on rides etc

What does a wristband allow me to do at the Charity Preview Night?

Your wristband will allow you access to all the rides and attractions of Hyde Park Winter Wonderland at our Charity Preview Night on Thursday 17 November 2016 (please note we cannot guarantee all rides will be open). Every penny of the cost of your wristband goes directly to charity so you’ll be raising money whilst kick-starting your festive celebrations!

My child is under 2 years old – do they need a wristband?

Yes. All individuals including those under the age of 2 years old require a wristband to enter the CLOSED SITE.  When booking your wristbands online, please tell us how many wristbands you will require for those aged 2 years and under.  These will need to be collected from the Marble Arch Box Office on the evening.  Please note that the £1 booking fee will still apply to those free wristbands.

I didn't get a wristband - can I still go to the Charity Preview Night on Thursday 17 November?

No. The Winter Wonderland site will be closed, only guests wearing a wristband will be allowed into the site.The wristbands are all sold out.

Can I still go to Hyde Park Winter Wonderland?

Yes. Hyde Park Winter Wonderland officially opens at 5pm on Friday 18 November 2016. It is then open from 10am-10pm every day until Monday 2 January 2016 (closed Christmas Day). To find out details about tickets, opening times, access to rides and attractions and general visitor information, please visit the Hyde Park Winter Wonderland Website.

Will any more wristbands be available?

We only have a limited number of wristbands available for the Hyde Park Winter Wonderland Charity Preview Night 2016. This is to ensure that supporters have an enjoyable evening and can access the rides and attractions on the night. We are unable to increase this.

Can you buy wristbands on the night?

No, we’re sorry but wristbands will not be on sale on the night.

How will my wristbands be despatched?

Wristbands will be despatched approximately 1 week before the Charity Preview Night by first class post to the delivery address entered at the time of purchase (with the exception of those wristbands order for children aged 2 years and under). You will receive an automatic email from the Royal Parks Foundation confirming when your wristbands have been despatched. It is your responsibility to provide us with a correct delivery address and also to update us, should your address change.

Wristbands purchased after Tuesday 8 November will need to be collected from the box office at the North Marble Arch entrance to Winter Wonderland on the night.

Why is there a booking fee on my wristband purchase?

The booking fee helps us cover our administration costs for the event and despatching your lovely wristbands – this means that your full wristband price goes directly to charity – thank you for your understanding!

What time are the circus shows on the Charity Preview Night?

Please check back here closer to the Charity Preview Night date. The circus and other attractions will operate on a first come first served basis.

Do I need to book onto an ice skating session on the Charity Preview Night?

No, ice skating on the Charity Preview Night is managed on a first come first served basis.

What is the closest tube station for the Hyde Park Winter Wonderland Charity Preview Night?

Winter Wonderland is located in Hyde Park, London, W2 2UH. You can walk to Winter Wonderland from the following London Underground stations:

  • Green Park (Victoria, Jubilee and Piccadilly lines)
  • Marble Arch (Central line)
  • Hyde Park Corner (Piccadilly line)
  • Victoria (Victoria line and National Rail)
  • Knightsbridge (Piccadilly line)

Please note that Green Park is a step-free station with lift access so those with children or with mobility impairments may find it easier using this station.

  • To plan your journey to Hyde Park Winter Wonderland, please visit the Transport for London Website.

Where are the closest parking facilities for the Hyde Park Winter Wonderland Charity Preview Night?

We recommend that visitors avoid coming by car where possible. However, for those who do travel by car we recommend Q-Park which is a large and secure car park, fitted with CCTV systems and manned 24/7. It has entrances at Park Lane and Marble Arch, ideal for visitors to Winter Wonderland.

Address:

Q-Park Park Lane

Park Lane

London

W1K 7TY

Tel: 020 7402 7259

Pay and Display parking is also available on West Carriage Drive.

For further information, including parking bay and blue badge parking locations, call 020 7641 6000 or please visit the Q-Park website.

What is the disabled access to Hyde Park Winter Wonderland Charity Preview Night?

The event operators have tried to make the walkways of Hyde Park Winter Wonderland as even as possible, with ramps to bars and cafes where possible. Wheelchairs are welcome on the Ice Rink, there are pods in the Giant Wheel and spaces in the Circus shows designed to accommodate wheelchairs.

We are happy to provide a free “Personal Assistant” wristband to an adult accompanying a person with a disability.  These are subject to availability, please purchase the wristbands required for your group first and then call Evie on 020 7036 8063 to arrange your additional wristband.

There is no ride-wide policy for the suitability of the fairground rides for those with disabilities. This is due to variant conditions – e.g. unfavourable weather, the type of ride – and the nature of the disability, as some rides will require more support than others. The individual ride operator on the night will determine whether the ride is suitable, for safety reasons, and how they will grant admission.

For more information about access to Hyde Parks Winter Wonderland throughout its time in Hyde Park, please visit their FAQ section on the Winter Wonderland website.

I can no longer attend the Hyde Park Winter Wonderland Charity Preview Night, can I get a refund or exchange my wristbands for another night?

We are unable to process refunds if you can no longer attend the Charity Preview Night. As the Charity Preview Night is a one-off event on a specified date, your wristband/s won’t be valid on another night. Remember, this is a fundraising event so we're pleased to say that your total wristband fee will go directly to charity.

What happens in wet weather?

Hyde Park Winter Wonderland is an outdoor event so make sure you dress appropriately as it will open in rain, snow or shine! There are over 1,000 covered seats in multiple seating areas across the site, providing warmth and shelter in varying degrees of enclosure – some of which are heated. There are also many benches throughout the site for you to rest your legs whilst soaking up the festive spirit.

The Ice Rink operates in all weather conditions and no refunds will be given due to inclement weather.

Will all the rides be open?

As this is a Charity Preview Night ahead of the official opening we cannot guarantee that all rides and attractions will be open. Hyde Park Winter Wonderland is also based in the middle of Hyde Park and should there be any adverse weather conditions rides may be shut down if they cannot safely run in the conditions. Please note, you will not be eligible for a refund if any of the rides or attractions are closed on the night.

Will there be food and drink available on the night?

Yes, the normal bars and food stalls will be open on the night. Please note: your wristband does not include any food or drink so you will need to pay for these separately.

Who are this year’s Charity Partners for the Hyde Park Winter Wonderland Charity Preview Night?

Each year we partner with other UK charities to give them the opportunity to raise funds for their vital work. Find out who our charity partners are for this year's Hyde Park Winter Wonderland Charity Preview Night.

How long do the attractions last for?

  • The Magical Ice Kingdom is a walk-through attraction which you can walk around at your leisure. The normal duration is approximately 15 minutes.
  • The Nutcracker on Ice lasts approximately 1 hour.
  • A ride on the Giant Wheel lasts for 12 to 15 minutes
  • Zippos Christmas Circus and Cirque Berserk shows are approximately 45 minutes in length.

Is there a cloakroom at the ice rink?

There is a cloakroom for bags and items not permitted onto the ice. The cost is £1 per item.

Can I use the cloakroom if I’m not ice skating?

No, the cloakroom facility is for ice skaters only.

Ice skates

The minimum skate size on the rink is a children’s size 9 and maximum is an adult size 13. Skate Hire is included but you are also welcome to bring your own skates, subject to suitability checks (note – speed skates are NOT allowed).

The tiniest of feet

We do provide double-bladed skates for the tiniest of feet, but these are on a ‘first-come first-served’ basis.

How cold is the Magical Ice Kingdom and Bar Ice?

To give you a true ‘arctic experience’ The Magical Ice Kingdom and Bar Ice are kept very cold with the temperature set at -8°c. Please wrap up warm!

Lost Property?

For all lost property queries, please email wwlostproperty@pwrevents.com

Can I bring my dog?

Dogs are permitted at Winter Wonderland, but must be on a leash and controlled at ALL TIMES. Dogs are not permitted into any attractions, with exception of certified assistance dogs. Please Note: Winter Wonderland can be very busy, and therefore may not be a suitable environment for dogs.

Is there disabled parking?

Pay & Display parking is available on West Carriage Drive and in car parks at either end of Serpentine Bridge. However, we recommend that visitors avoid coming by car as there are limited places.

Disabled badge holders and motor cyclists park free of charge but are subject to 4 hours maximum stay Monday to Saturday. After 6.30pm the 4 hour maximum no longer applies.

Full details and location of off-street Blue Badge parking bays can be found on the City of Westminster website at www.westminster.gov.uk/where-you-can-park-disabled-badge or call them on 020 7823 4567. See the Royal Parks website for more information. www.royalparks.org.uk or call them on 0300 061 2000.

What about toilet facilities for the disabled?

A number of disabled toilet facilities are available around the site.

SAFETY AT WINTER WONDERLAND

Security

The safety and comfort of our visitors is a priority. Hyde Park Winter Wonderland has a robust security management plan, which is coordinated by event security and the Metropolitan Police. Security checks will be in place throughout the event, including bag searches, which may result in delays when entering the site. We ask all guests to be vigilant and not to leave bags and belongings unattended.

Can children be unaccompanied?

At Winter Wonderland a child is classed as 12 years and under. No children will be admitted to the event unless accompanied by a person aged 16 years or over. Children must remain under the supervision of such person at all times and the site and attraction managers reserve the right to determine the ratio of adults in relation to children required for adequate supervision. Please see our Terms and Conditions for more details.

What if the weather is too wintry at Winter Wonderland?

Winter Wonderland is an outdoor event so make sure you dress appropriately as we open in rain, snow or shine! There are seats in multiple covered seating areas across the site, providing warmth and shelter in varying degrees of enclosure – some of which are heated. There are also many benches throughout the site for you to rest your legs whilst soaking up the festive spirit!

The Ice Rink operates in all weather conditions and no refunds will be given due to inclement weather. In the unlikely event that ticketed events are closed PWR reserves the right to offer a refund or reschedule your booking to an alternative date/time (subject to availability).

Ice Rink Advisory

Ice skating can be hazardous. The use of the Ice Rink is entirely at your own risk. Winter Wonderland is not responsible for any injuries arising from your use of the Ice Rink. Skaters must follow the instructions of the marshals at all times. The Rink Manager reserves the right to remove those deemed as a risk to the safety of others.

The Ice Rink operates in all conditions – please bring suitable clothing as no refunds will be given due to inclement weather.

It is a good idea to bring a change of socks on wet days.

Children of 12 years or under must be accompanied on the ice and remain under the control or supervision of a person of 16 years or over at all times.

The Rink Manager reserves the right to determine the ratio of adults in relation to children required for adequate supervision. Please see our Terms and Conditions for more details.

Magical Ice Kingdom & Bar Ice Advisory

To give you a true ‘arctic experience’, The Magical Ice Kingdom and Bar Ice are very cold with the temperature set at -8°c. Please wear appropriately warm clothing.

Drinking alcohol at Winter Wonderland

If purchasing alcohol at the Event, if you appear to be under the age of 25 you may be asked for valid identification that you are aged 18 or over.

Alcohol is not permitted to be taken into the Event and any alcoholic drinks purchased on site must be consumed before leaving. Bag searches will be in operation.

Photography & Filming at Winter Wonderland

Photography and filming on site is only allowed for personal use. If you have any commercial or editorial photography or filming requests, please contact our press office to request accreditation in advance of arriving on anna@plus1comms.com

All amateur photographers/groups must also request photography accreditation in advance of arriving on site. We thank you for your co-operation.

Can I take photographs on the Ice Rink?

For safety reasons, you are not allowed to take photographs whilst on the ice rink. However, spectators can take photos of you from the viewing platforms around the rink. There will also be a professional photographer available on the ice if you would like to purchase a photo of you and your group.

Can I take photographs at the Magical Ice Kingdom?

Yes. You’re free to take as many as you like and there will be many photo opportunities! There will also be a professional photographer at hand, should you wish for a special souvenir photo.

I had my photo taken but didn’t purchase a print on the day. Can I purchase it now?

 For all photo queries, please email photos@pwrevents.com. Unfortunately we are unable to produce a photo after the event has finished.

SUSTAINABILITY POLICY

Visitors are strongly encouraged to travel to Winter Wonderland on foot, bike or by public transport.

Winter Wonderland will provide suitable facilities for visitors, traders and operators to recycle their waste and all site waste will be sorted off site to divide out recyclable and non-recyclable materials. Cooking oil will be recycled as bio-fuel. Power, lighting and water usage is kept to a minimum by careful planning.

Traders and operators are encouraged to procure products from sustainable sources where possible and the vast majority of the Winter Wonderland infrastructure is permanent or is re-used year after year.

Winter Wonderland uses local staff and crew where possible and encourages traders and operators to do the same.

PWR are proud to be actively producing sustainable events and are certified to ISO 20121 the International Standard for sustainability in event management.

Please click here to see our full Sustainability Statement [insert link]

And finally…

FEEDBACK

Please send your feedback to wwcustomerservices@pwrevents.com

What if I have a question that is not answered above?

Please contact the Royal Parks Foundation team on 020 7036 8040 or email support@royalparksfoundation.org or you may find the answer on the FAQ page of the Hyde Park Winter Wonderland website.