FREQUENTLY ASKED QUESTIONS (FAQ) - Ireland’s Best Santa Experience!

What can I expect at Santa’s House Express 2020 ?

Santa’s House Express 2020, Ireland’s Best Santa Experience, is back at the 5* Palmerstown House Estate this Christmas for its 7th year! We are so excited to have Santa Claus back residing in his beautiful Manor home for the weeks coming up to Christmas! Along with Mrs Claus, the Elves and Archie.  They invite you to visit them here for an unforgettable magical experience!

Each year we have new attractions, themes, performers and entertainment along with the old favourites to thrill old friends and new!  2020 will see the return of the extremely popular and inclusive Family Funfair. There will also be magnificent additions to our Christmas festival lighting show.

Your festive Christmas experience begins when you arrive , scan your ticket and depart on Santa’s Christmas Train, as the journey takes you through the beautiful grounds of Palmerstown House Estate until you reach Santa’s Magical Kingdom.

Jump off Santa’s Polar Express Train at his magnificent Manor Home. Ireland’s Best Santa Experience continues, as your journey takes you into the stunning, glistening hallway where you will meet some amazing new characters. Enjoy magical stories about the main man himself, told by Mrs Claus this year in the magnificent hall. Next, it’s time to Visit Santa, your journey moves into Santas Lavish living room. Each family bubble will have there own space while enjoying the fun.. They will enjoy the atmosphere of the audience with Santa and his hilarious helpers but while keeping a social distance from other family bubbles. This year we must appreciate that we can visit with Santa while staying in our own space to show we all care for each other.Journey back to the Lodge aboard the Santa Train, where warm festive greetings await back at our Guest House. Festive treats, lunch and dinner will be on offer if you wish to avail pre or post-experience.

Our festival funfair can be enjoyed by all ages in 2020 with unlimited use on all rides. Also, don’t forget we have professional photo gifts available of your group that are taken in Santa’s Sleigh at Santas photo studio . Follow the signs to the ground floor of the club house.

Our young guests will be able to visit Santa’s Toy Store beside the funfair area to choose a gift to take home. The Elves will be ready with a great choice of gifts . Simply scan your ticket and choose your gift.

Get ready to say goodbye for now to all the helpers in Santa’s Village 2020.

It will truly be, a magical Santa Experience from start to finish!

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How much are tickets ?

OFF PEAK RATE:

Adult Tickets: €15.50

Child Tickets: (13 months – 12 years) €21.00

Babies (under 13 months)  €15.50

All prices are excluding booking fee (max €1.95 per ticket)

Our off-peak discounted rate is available for all dates and times showing in purple on the calendar.

 

STANDARD RATE:

Adult Tickets: €16.50

Child Tickets: (13 months – 12 years) €26.00

Infants (under 13 months) €16.50

All prices are excluding booking fee (max €1.95 per ticket)

Our standard ticket pricing applies to times that show up in Green (good availability) or Yellow (almost sold out). A Red or grey slot means sold out.

What do the timeslots labelled ‘FF’ mean?

FF: Funfair FIRST – Enjoy the rides before your visit to Santa.
By booking a timeslot labelled ‘FF’, you are choosing to come along and enjoy the funfair and ancillary attractions first for 1 hour before your Santa Train Experience begins. These times are all in the evening and are to ensure guests do not miss out on our full offering. The Funfair closes from 9pm.
E.g. If you book for FF 7pm, you will have the first hour to enjoy the funfair element of the experience, and at 8pm your journey to see Santa will begin. By choosing a time slot without the ‘FF’ label, it means you can enjoy the funfair before or after your Santa Experience, once you allow time before it closes at 9pm.

Are there discounts available for carers/groups with special needs?

There are times highlighted in blue as autism-friendly, please use these times for discounted rates, reduced numbers and other amendments to the experience are made to make your visit comfortable. Please get in touch with us directly if there are any specific special needs or requests and we will do our best to accommodate all.

Why is there a booking fee added?

There are charges passed on to us by the bank for their services to process credit/debit card transactions, also for the installation and maintenance of computer hardware and software and all other costs associated for our ticketing system. Please note that refunds under any circumstances, only apply to ticket prices and not booking fees. Booking fees are charged at the start of a transaction for services and cannot be refunded by the operator.

How can I book my tickets?

Tickets will be available to purchase here on our website www.santashouseexpress.ie. A credit or debit card will be required.

You will see a number beside a particular time on your date of choice, this indicates how many spaces are available on that particular Santa Experience. Please note we have a live booking system and spaces available for each experience, can change at any time.

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Santa Experience Palmerstown House Kildare

How many can go along as one group?

There is no maximum group size, the only restriction is the number of spaces left for your desired time (which will be displayed beside the time on our live booking system).

If a time does not have enough spaces for your group, please choose a different time – each journey has a capacity to ensure everyone has an enjoyable Santa Experience.

NOTE: All members of a group booked on the same booking/ticket will visit Santa as a group. If you are going along through the experience with another family or group, but would prefer your own family meet with Santa, please make 2 separate bookings for the same time (one for each group wanting a private meet with Santa!).

How do I make a larger group booking of 50 people +?

For corporate groups, schools & other large tour groups of 50 people or more, please contact corporate@santashouseexpress.ie for more information.

How long does the experience last?

Our guests normally spend between 1.5 and 2.5 hours with us. We recommend giving a minimum of 90 minutes to enjoy Santa’s House Express Santa Experience, the visit to the house & various attractions.

Guests are invited to stay much longer & enjoy the experience fully, with options to dine in the clubhouse restaurant for both lunch & dinner and enjoy the entertainment there, and to visit the North Pole Village, where you can indulge in some festive treats such as hot chocolate and crepes!

Please note the Restaurant closes at 8:30pm, and the funfair at 9pm. All guests booked in from the 7.30pm trains are reminded to join us earlier to enjoy these elements of the experience before the head on the experience itself. Our outdoor cafe will stay open till 9.30pm. We have added FF (funfair first) timeslots to ensure those on the later times get to enjoy the full experience.

Will Children receive a gift?

Yes all children will get to choose a token gift from Santa’s Toy Store. Please note gifts are not meant to represent any particular ticket value, or indicate the type of gifts our little guests can expect on Christmas morning. The elves will be on hand to help selection of age appropriate gifts.

Ticket prices include the entire experience and gifts are only a small part of this.

Is Santa’s House Express Wheelchair Accessible?

Yes it is, we can accommodate wheelchair users on our trains & in the house, we do require prior notice to ensure the best possible experience. You will see an option to note this while booking. Some small amendments to our planned visit will be made to facilitate wheelchair access in the best way possible.

Please note each train can facilitate one wheelchair per journey, please feel free to contact us directly with any other requirements

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Can I bring a buggy on the train?

No, unfortunately, the extra space on the train will be reserved for wheelchair users only. We would advise you to leave them in your car, as we cannot accept responsibility for any personal property left on the premises.

Our carpark is right beside the reception and boarding area so there will not be much walking to do for the little ones!

What is the add on photo option? Can we get a photo with Santa?

We will have a professional photographer on site with a photo opportunity in Santa’s Sleigh for your group presented in a gift frame. This is completely optional & photo gifts can be pre-purchased when booking, or you can decide to purchase during your visit. Please note the professional photo is NOT taken with Santa. It is done on a sleigh set back in the clubhouse.

We do understand how important this photo is for our families to get a photo with Santa. Guests would normally pose with Santa and ask our elves to capture the moment on their phone or camera. This year we can’t pass equipment and must socially distance. BUT we are determined to find a solution. Although we cant give any guarantees at this stage we ask that our guests allow us assess the protocols required closer to their visit and present our best solution.

How can I amend my booking?

You can amend your booking by going to the ‘Login’ tab on our website and using the login details sent to you by email:

You have the following options to make amendments to your booking: Please note all tickets purchased through our website are transferable to friends and family, but tickets are non-refundable.

(1) To change guests names and details:

Go to the ‘edit profile’ section Update to the correct information, e.g. family name, children’s names & ages, email etc (there is no charge for this)

(2) To change your booking to another date and / or time:

Please select your booking in booking history and amend – select another available time and date. E.g. If your booking is for a total of 5 people, there must be 5 available spaces on the time & date you want to move to

Please note there is a €5 charge PER TICKET to change booking date and / or time. You can change your booking only ONCE, and only up to 96 hours before your scheduled event time.

If another suitable date or time is not available, we would advise you to transfer your tickets to friends or family, and make a new booking for yourself at a more suitable date & time. Tickets are non-refundable.

(3) To add more guests:

Please log in to your account to add more guests to your existing booking. You can only do so if there is still availability at the time you have booked for.

As we have a live booking system and tickets can sell out at any time, we highly recommend booking for your whole group together to avoid disappointment at a later stage if your time has sold out.

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Elf Room in Palmerstown House Express
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Can I stay overnight?

No, unfortunately, overnight stays are not available to purchase. We have a limited number of overnight stays which we give away as prizes in our competitions. Sign up to our mailing list and keep an eye on our social media pages to enter! T&C’s apply.

We recommend the following nearby hotels if you do require accommodation for your visit, we will also post exclusive discount codes for the hotels here:

Click on a Hotel logo to visit the hotel’s website to book with them directly.

Killashee Hotel: use promo code ‘SANTA’ when booking on their website to avail of 10% off their dinner & B&B rate.

Westgrove Hotel: use promo code ‘SANTA’ to get €10 off Bed & Breakfast rate automatically.

Please book your tickets to Santa’s House Express directly here on our website and book your accommodation separately. 

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Can I cancel my booking?

No, unfortunately tickets are non-refundable but they are transferable to friends and family. You can update the booking name, email, children’s names & details in the ‘Manage my booking’ section, (using your login details emailed to you) by clicking ‘edit profile’.

Should your booking be affected by new Covid-19 restrictions and protocols, we will do our very best to assist in rescheduling where possible and appropriate. Management will offer refunds beyond our normal T&C’s if new government protocols in your district, or our district require it.

What are the options for dining at Palmerstown?

There will be lunch, dinner & hot carvery options available in The Lodge at Palmerstown. We welcome you to join us here either pre or post Santa Train experience! We have facilities for over 250 guests here.

You can also enjoy freshly made crepes, hot chocolate and all sorts of festive treats for all of the family at our Outdoor Santa’s Snacks Cafe.

Please note the Restaurant closes at 8.30pm. All guests booked in from the 7.30pm trains are reminded to join us earlier if they wish to have dinner before the experience itself. Our outdoor cafe will stay open till 9.30pm.

How do I get there ?

Please see our Contact us Page for a map.

~ 2 MINUTES from the Naas Ball! ~

~ 15 MINUTES from the Newlands Cross / M50 Red Cow Junction! ~

~ 45 MINUTES from Dublin City Centre! ~

Is there free parking?

Yes, there is free parking available on site. We request all users to drive carefully, follow the instruction of our staff & be extra cautious at all times of the very excited little people attending Ireland’s Best Santa Experience!

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Elf painting at Santa Train Bookings

I haven’t received my e-ticket yet?

Due to the huge interest in Santa’s House Express & the demand on our booking system, please allow 24 hours to receive your tickets to the email address you inputted at booking stage. Please also check your spam / junk folders before contacting us at the contact form on our website. Please do not refresh the page when booking, allow a couple of minutes for your booking to go through.

I’ve deleted my booking confirmation – what should I do?

Please fill out our contact form – with the name & email used to booked and we will resend it to you.

What should I bring with me?

Please ensure you bring a printed copy of your booking confirmation – this will act as your e-ticket. Dress appropriately for winter weather; you will be outdoors for brief parts of this experience! And of course don’t forget your Christmas spirit!

Is this event different by day and by night?

Most of our experience is the same by day and night. We have beautiful lighting and projections which can truly be appreciated from 4:30pm onwards, however during the day our beautiful country estate can be seen more clearly, especially during your train ride.

What is the unlimited Funfair Pass?

There is an option to add on an unlimited Family Funfair Pass. There are two ways to avail of this pass:

  1. Sign up to be a member of the Santa’s House Express Club (FREE) – receive priority booking, exclusive competitions & unlimited funfair rides for all the family! If you are already a member from last year, just click ‘YES’ to inform us you are happy to stay as a member for this year.
  2. You can purchase the unlimited pass for €2 per person when you are booking your tickets online. If you tick this option, €2 per person in your group will be automatically added to your cart. This is a special offer for pre-bookers, on the day of your visit there will be a charge of €2 per ride.
    This offer includes the unlimited use of all of our funfair attractions during your visit. Note some of the units are classed as ‘kids only’ and some others are classed as ‘family attractions’.

What happens if there is any train breakdowns, technical/operational faults, severe weather conditions or any other issues beyond our control?

The organisers of the event will do everything in their power to ensure the smooth running of the event. In the unlikely event of something going wrong, we will facilitate, in the best possible manner to deliver the experience as close as possible to the organized time up to & including rescheduling or cancelling visits.

Cancellation fees may be offered at the discretion of the management but no compensation will be available for any mishap, breakdown of service or cancellation as deemed necessary/unavoidable by the organisers.

If some part of the experience is affected, the organisers will accommodate a replacement where possible, but reserve the right to remove promoted elements if & when deemed necessary. For example in the event of a train default, a bus will be provided. In the event of cancellation due to weather conditions, we will do our best to move your date where & when possible to the most suitable & available slot.

What If Government Instructions Change in Regards to COVID-19?

The Management Team at Santas House Express will continue to monitor the evolving situation regarding Covid 19. Should your booking be affected by new restrictions and protocols, we will do our very best to assist in rescheduling where possible and appropriate. Management will offer refunds beyond our normal T&C’s if new government protocols in your district, or our district require it. To date we have assessed all aspects of our experience and have taken all steps necessary to comply with current Government directives and protocols. Social distancing, site hygiene & the appointment of dedicated Covid-19 safety personnel will ensure the safest of environments for all guests. Please note that refunds under any circumstances, only apply to ticket prices and not booking fees. Booking fees are charged at the start of a transaction for services and cannot be refunded by the operator.

Feedback:

Thankfully the majority of our customer experiences are very positive. However, we welcome all types of feedback – we strive to be the best we can be, but we may make mistakes, we are human too. We are here to listen to you to better ourselves and try to create the best possible Santa experience around. We would expect and appreciate you giving us the opportunity to do so.

Please contact us directly should you have any issues. Remember people can have varying opinions and expectations. Please take time to read our FAQs before your visit.

Please note: We do not expect to agree with all comments. We will listen and take your feedback on board – this is how we learn. We encourage all feedback once it is balanced, constructive and fair. We cannot accept rude or personal comments or those of a defamatory nature.

The best way to send feedback is to email it to tickets@santashouseexpress.ie. We kindly ask for your patience during our busiest times

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