Frequently Asked Questions
Slieve Donard Resort & Spa: Saturday 11th – Tuesday 21st December 2021 from 1pm to 8.40pm – running every 20 minutes
The Polar Express will be a festive occasion with a host of attractions for all the family, including a winter wonderland, story-telling with Mrs Claus and of course our Polar Express train adventure which will take you on a magical journey to visit Santa and his elves in their busy workshop as they prepare for their busiest time of the year.
Infants under 1 years old: £10
Price includes complimentary tea, coffee or mulled wine and refreshments for the children, a personal photo with Santa and gift for every child.
The experience will last approximately an hour. This however can be extended by including lunch, dinner or afternoon tea.
Guests will be provided with the opportunity to add refund protection to their ticket purchase and we would encourage you to consider purchasing this cover as tickets are sold as non-refundable unless Polar Express is cancelled by ourselves due to Government Guidelines. Please note that refund protection has strict Terms & Conditions and can only be added at the time of booking and not at a later date.
Upon completion of a booking, if you have purchased refund protection you will be sent by email a copy of the Booking Protect Terms and Conditions. The refund protection is offered with a 14-day cooling off period. Should you choose to cancel your refund protection, you must email email@example.com within 14 days of your purchase and please include your booking reference in your communication.
We are now operating on an Allocated Seating basis on the train when booking your tickets. This means that it will strictly be one booking group to a row of seats. Plastic screens will also be installed between each row on the train.
We will have 'Santatising' (sanitising) stations at each point of the journey and social distancing will be respected throughout by staff. Some activities may be replaced to be observation rather than completing on the experience. For example the Gingerbread Person Decoration – the elf will demonstrate and the child will receive a pack to take home and complete. PPE will be in place where required for all activities.
When visiting Santa there will be restrictions on the numbers being able to see Santa at one time (max per booking – 6 people). Children will now sit in front of Santa rather than on his lap. Santa will also be wearing a visor and/or masks. Photographs with Santa will be socially distanced.
We are following all current Government Guidelines in relation to confirmed Covid-19 or suspected Covid-19 cases, which can be found here.
If you or a member of your household has developed any of the following symptoms; Cough, Fever, Breathlessness, Sore Throat, Headaches or Loss of Taste or Smell within the last 7 days or recovered from, in the last 14 days, please contact us before arriving.
If Polar Express cannot proceed due to Government Guidelines at the time of the event, refunds will be processed to all guests affected.
Guests will receive a full refund on their Ticket Fee, however will not receive a refund on their Booking Fee. The Booking Fee is charged by Ticketsource and not by Hastings Hotels. The Booking Fee is £0.45 + 6% per ticket.
However, Ticketsource do offer an optional refund protection through 'Booking Protect' at a small additional cost. Guests will be provided with the opportunity to add refund protection to their ticket purchase and we would encourage you to consider purchasing this cover as tickets are sold as non-refundable unless Polar Express is cancelled by ourselves due to Government Guidelines.
We will only process refunds if Polar Express is cancelled due to Government Guidelines. For refunds in relation to Covid-19 please see the question 'What happens if the event is cancelled in relation to Covid-19?'
If you have purchased refund protection and would like to make a claim, please go to www.bookingprotect.com where you will be required to create an account and log on to submit a Refund Application Form. You will have 45 days following the event date to submit a refund application to Booking Protect.
For the Terms & Conditions for Booking Protect and for a definitive list of what they will refund on in relation to Covid-19 and everything else please visit: https://www.ticketsource.co.uk/kb/customers/refund-protection
Families will have the opportunity to soak up the Christmas atmosphere with our festive dining options. To book a table please visit the Slieve Donard Resort and Spa page.
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