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FAQs

If you have further questions that have not been answered here, please email our customer services who will be happy to assist you:
hello@hamptoncourtpalaceicerink.co.uk

COVID-19

I have a ticket I was unable to use due to Tier 4 restrictions and the closure of the rink – what do I do? 

We would like to offer you the opportunity to reserve your 2021 skating space now, at 2020 prices.

If you were booked on Christmas Eve this year, we will guarantee your Christmas Eve ticket next year and so on.

Tickets will be available to book between 19th November 2021 and 2nd January 2022 and sessions will run from 10:00 to 20:00, on the hour.

Tickets will be able to be rescheduled for an alternative date in 2021/22 (subject to availability) should you find, nearer the time, that the date you chose is inconvenient.

If your booking included a table reservation or prebooked food at the café & bar, this portion of your ticket will be automatically refunded for you.

Should you be unable to reschedule for next year, we will refund your payment minus the £1.20 per ticket booking fee.

 

To summarise the options available for your 2020/21 booking are as follows:

  1. Rebook your ticket into a 2021/22 ice skating session (November 2021 – January 2022) meaning you get to skate in 2021/22 at 2020/21 prices.

If this is your preferred option, please email 2021rebooks@arena-ice.com.   Please confirm the number and type of tickets you wish to rebook, the ages of any children on the tickets, your existing order number and your preferred date and time, with a second choice if possible.

  1. Request a refund of your payment (minus the booking fee).

If this is your preferred option, please email refunds@arena-ice.com.  Please confirm your order number in the email.  Refunds will be processed back to the card with which you made the payment.

 

We are taking on additional staff to deal with the rebooking and refunds but as we know you will appreciate, this will take quite some time.  We have over 40,000 tickets to deal with, each one requiring individual processing.  In addition, we have café & bar refunds to process.  We will work through these as soon as possible, please bear with us.

We will contact season ticket holders separately to discuss the options relating to their season passes.

Many of you have emailed already advising what you would like to do with your tickets – in order to assist us in dealing with the requests as efficiently as possible, we would like you to email again please, using the dedicated email addresses above.  This will allow us to action each request quicker as we will not have to sort through the many thousands of emails already received and your intentions will be clear immediately.

Please be assured we will action your request as soon as we can and in order of receipt.  You will receive an automated reply from us so that you know your request has been received and will be dealt with as soon as possible.   Please accept our apologies that, during this time, we will be unable to reply to you as quick as we would wish, due to the sheer volume of emails we will receive.

Should you wish to email us with a question, or on a matter unrelated to your options above, please use messages@arena-ice.com.

Thank you for your custom, your patience and understanding.

Booking

How do I buy tickets?

Book your skating session online here.

Why can I only buy 6 tickets in one transaction?

We’ve limited the number of tickets that can be purchased in line with updated advice from the UK Government which became law on the 14th September. We encourage all guests to adhere to the latest guidance and not visit or meet in groups of more than six people* to help protect themselves and each other when visiting our attractions. We will continue to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus.

Please adhere to all COVID safety requirements and kindly follow the instruction of our Ice Marshalls. Guests who repeatedly and wilfully refuse to comply with social distancing or group sizes will be asked to leave our attraction.

*Government exemptions are outlined here

I have booked online… what happens next?

You will receive a confirmation email with your unique barcode which will be scanned by a member of staff on arrival. You can bring this email as confirmation on your phone, tablet or printed out.

If you have qualified for any discounts, special offers or a free carer’s ticket, please ensure you bring with you proof of your entitlement, such as Student ID, membership cards etc. The marshalls at the rink will request proof prior to your skate.

Tickets are unable to be rescheduled or refunded – please check your tickets and booking carefully.  Please ensure you arrive for your session on time (15 minutes before).

Can I change my booking?

Once booked, tickets are non-transferable and are unable to be rescheduled, refunded or cancelled.

Please check your tickets carefully prior to checking out, as mistakes cannot always be rectified.

I haven’t received my ticket?

Please check your spam mailbox as our email may have gone there. Not there? Please email our customer service team and we will assist you.

For Hampton Court Palace: hello@hamptoncourtpalaceicerink.co.uk

How long is the session on the ice for?

Sessions last up to 45 min on the ice.  We allow 15 min for skate exchange and session change.

**Due to having to stagger sessions to reduce the number of people in the skate exchange this year, we may have to start your session late or end your session early in order to maintain the ice.  We will try and keep this to a minimum.  You may not receive a full 45 minutes on the ice. **

Please arrive at the Skate Exchange 15 minutes before your session time to allow ample time to put your skates on and store belongings.

Please only bring essential items to the rink with you.  Storage facilities are limited and staff will not be able to look after your belongings for you.

Should I pre-book a session or can I turn up on the day?

We recommend that all sessions are pre-booked online to avoid disappointment and avoid queues on-site at busy periods. This will guarantee your selected session time.

Can I book a Skate aid?

Yes, they are £5 each to hire and are available online HERE, subject to availability.

There are a limited number of skate aids at each rink.

Skate aids are to help children with balance and their skating – we do not have skate aids available for adults.

Skate aids may be a penguin or a dolphin.  The type of skate aid available is allocated on a first come, first served basis.

If I cannot make it to my booked session, will I get a refund?

Unfortunately, we cannot offer any refunds for non-attendance. It is your responsibility to ensure you leave sufficient time to get to the location.

Equipment

Is skate hire included?

Skate hire is included.

We hold a large number of skates and a wide range of sizes are available.  Our skate sizes go from size J8 to size 14. We also hold bobskates for younger skaters.

Skate size availability cannot be guaranteed.  They are issued on a first come, first served basis.

You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

Can I bring my own skates?

Skate Hire is included in the ticket price. You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

What are your skate sizes?

Our skate sizes go from size J8 to size14.

We cannot guarantee that your size will be available.  We hold hundreds of skates in stock in the range of sizes.  They are provided on a first come first served basis.

Bob skates are also available on a first come first served basis too, for our younger skaters.

What should I wear?

We recommend wrapping up in warm, outdoor clothing and please wear gloves.

As skates can get wet, it would be a good idea to bring a change of socks for after your session.

On all outdoor ice rinks there is a risk of getting soggy as there is often surface water on the ice.  If you fall over you will probably get wet.

If it is raining or snowing, the rink will still be safe to skate on, but on our outdoor rinks you will be open to the elements and therefore you will get wet.  Please check the weather forecast and dress appropriately.

Outdoor ice rinks are subject to the elements and due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is not unsafe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

As soon as there is some water on the surface, the wind agitates it and it generally takes longer to refreeze until we have lower temperatures and the wind drops off. Removing the water from the surface is counterproductive as it removes the layer of cold water that is insulating the ice below it, exposing the ice to further melting, and thus affecting the ice depth. All rinks with surface water and the correct thickness of ice are safe to skate on and our priority is to keep the ice safe for all skaters. This is an unavoidable occurrence with outdoor ice rinks and all outdoor ice rinks in the country will experience the same challenges.

Facilities

Can I bring my bag on the ice?

Bags of any description are NOT permitted on the ice, so we advise to only bring essentials with you. All bags must be placed in the lockers provided. Lockers cost £2.00 and are non-refundable. Lockers must be paid for by card -they are cashless.  Please do not bring large baggage or valuable items to the ice rink as they will not fit into a locker.

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible.

Lockers are used entirely at your own risk.
Arena Group does not accept any liability for loss, theft or damage except if caused by
intent or gross negligence of the company or its employees.

Where can I store my luggage whilst I skate?

Please ensure you only bring necessary items to the rink with you.  Storage is limited and you must use a locker provided.  Lockers are £2 and are payable by card only.  They are limited in size and number.

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible.

Is there a spectator area?

We have had to reduce or remove the spectator areas from our ice rinks.  There are public areas to view the rink from – please maintain your distance from others not in your household group or bubble.

COVID-19 rules – Please ensure you maintain the recommended social distance from anyone not from your household, whilst spectating. 

These guidelines / rules are subject to change both at a local or a national level.  We expect our customers to follow these guidelines / rules at all times.  You can link to the GOV.UK page HERE.  

Do I have to pay to be a spectator?

No, it is free to spectate.

Can I park at the Ice Rink?

Limited parking is available at the Palace at a current cost of £1.60 per hour (pay on exit) and on Hampton Court Green (500 metres from the palace entrance) at £1.50 per hour. Parking is also available at the Hampton Court train station, 200 metres from the palace (please check at the station for prices).

The Palace car park has nine disabled parking spaces for blue badge holders. They are available on a first come first served basis and are in the lower car park, near the entrance to the Welcome Centre. Parking is currently free for blue badge holders parked in the disabled bays.

Is there somewhere to buy food and drinks at the rink before or after skating?

Yes, serving a selection of delicious food and drinks.

Is there wheelchair access?

Yes, the ice rinks are accessible for wheelchair users.

Are there toilets at the ice rink?

There are no toilets onsite at Hampton Court Palace Ice Rink, however, there are toilets available across the palace car park. This is less than a two-minute walk from the ice rink. The toilets are fully accessible. You will be unable to go to the toilet in your skates, so please plan ahead!

Weather

What if the ice is wet?

Outdoor ice rinks are subject to the elements and due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is not unsafe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

As soon as there is some water on the surface, the wind agitates it and it generally takes longer to refreeze until we have lower temperatures and the wind drops off. Removing the water from the surface is counterproductive as it removes the layer of cold water that is insulating the ice below it, exposing the ice to further melting, and thus affecting the ice depth. All rinks with surface water and the correct thickness of ice are safe to skate on and our priority is to keep the ice safe for all skaters. This is an unavoidable occurrence with outdoor ice rinks and all outdoor ice rinks in the country will experience the same challenges.

If the weather is poor, will I be able to skate?

Usually the outdoor ice rink is open in all weathers.

Outdoor ice rinks are subject to the elements and due to rain, unseasonably warm weather, high winds or a combination of these weather conditions, the surface of the ice rink can develop a layer of water. It is not unsafe to skate on a wet rink, just more uncomfortable if you fall and get wet. It can be more slippery when getting up, which is why we advise wearing gloves – not only to help with the cold, but also to aid traction on the ice when getting up.

As soon as there is some water on the surface, the wind agitates it and it generally takes longer to refreeze until we have lower temperatures and the wind drops off. Removing the water from the surface is counterproductive as it removes the layer of cold water that is insulating the ice below it, exposing the ice to further melting, and thus affecting the ice depth. All rinks with surface water and the correct thickness of ice are safe to skate on and our priority is to keep the ice safe for all skaters. This is an unavoidable occurrence with outdoor ice rinks and all outdoor ice rinks in the country will experience the same challenges.

Our advanced cooling equipment keeps the rinks frozen and operational in most weather conditions. In the unlikely event that extreme weather conditions force us to close the rink, before your session, we will arrange for you to book into an alternative session, subject to availability.

Cafe / Bar
Do I have to reserve a table to get food and drink?

The café / bar has tables available to reserve online. We recommend that you pre-book your table. If all tables have been reserved online, then you will not be able to sit down in the café / bar to eat or drink. You may order food and / or drink (non-alcoholic) from the takeaway bar – any takeaway items must be consumed off the premises under Covid regulations.

How long will my table reservation be for?

All table reservations last one hour. If your table is not reserved for the next session, you may remain longer at the discretion of the cafe staff.

When I finish skating, there is not an immediate table reservation session available.

Please choose the table reservation session which suits you best. As skate sessions and table reservations last different lengths of time, it is not possible to align the end / start times exactly. There will be an area to queue for your table outside of the tent.
If your table is available earlier than your designated start time, at the discretion of café / bar staff, you will be allowed to sit down earlier.

What if I am late for my table reservation?

You must arrive within 15 minutes of your allocated time, if you do not you risk losing your table reservation and any pre-ordered food. You will not be eligible for a refund, either full or partial, in these circumstances.

When you get to the venue, if you are skating first, it could be worth checking in with the café to let them know you will be taking up your table reservation.

What if I do not spend the full table reservation credit, will I get a refund?

If the value of your café / bar bill is less than the cost of your table reservation fee you will not be given a refund, either full or partial.  Why not buy a little something to take home with you, with the remaining credit?

If I do not spend the full cost of my table reservation can I use this credit on takeaway items?

Yes – We encourage you to spend the full cost of your table reservation fee in the café / bar.

What if I want to book tables for more than 6 people?

If all of your group are from the same household, you are allowed to be in a group greater than 6 (current Covid regulations – this is subject to change. All Covid rules and regulations will be enforced at the time of your session.).
In this case, please email hello@arena-ice.com and we will note your table reservation accordingly. You are able to book 2 tables of 4 on the ticketing system, or if necessary, please place more than one order.
You must ensure your booking complies with all current Covid rules and regulations in place at the time of your order and session. Staff at the rink and café / bar are required to enforce these regulations.
The latest information is available here- https://www.gov.uk/coronavirus

Will there be heaters?

There will be some heating available however, the structure is essentially open and outdoors so please dress appropriately – wrap up warm!

What if I am exempt from wearing a mask?

Please do not be offended if a member of staff asks you about not wearing a mask. They are here to keep everyone safe and to ensure Covid compliancy so the Ice Rinks can remain open.
Should you choose to wear a lanyard indicating your exemption, staff will be aware what this means.
Please do ask staff for any additional help or support you may need.

What if I have allergies, food intolerances or special requirements?

Please tell your server, when you are seated, of any information they should know regarding your dietary requirements. You may also wish to email hello@arena-ice.com in advance, along with your order reference number, to advise of your needs. Please do ensure you tell your server even if you have emailed in advance.

What if I can’t attend due to Covid-19 symptoms or regulations?

Please do not attend if you, or any of your group or household, are experiencing symptoms. Please email hello@arena-ice.com and we will reschedule your reservation either for this season or next.

Will I be eating outdoors?

Please review your table reservation ticket – most tables are under cover but are classed as outdoors. Some tables are outside and are therefore fully open to the elements.

Miscellaneous

How old do you have to be to Skate on the Rink?

To skate on our rinks you have to be at least 3 years old.

Skaters aged between 3 and 9 inclusive must be accompanied by an adult (18+) on the ice. Children between 10-12 years of age must be accompanied at the site with adults who are watching at all times. A ratio of 1 adult to 5 children will be accepted.

You can skate on our rink up to any age, although you are responsible for skating and it is not recommended for anyone with serious illness, heart conditions or pregnant mothers to be.

You undertake ice skating at your own risk.

Do you have skate marshalls?

Our Ice Skate Marshalls are on the ice rink to monitor safe skating and will assist when possible if you are a novice.

COVID 19 rules – Please ensure you are following all government social distancing guidelines whilst you are on the rink and in the skate exchange or any other indoor area.  In particular, please follow any instructions given by the skate marshalls with regard to direction or separation, as these are  to protect you and other skaters.

Please ensure you leave the rink, when requested, promptly.

 

Will I get wet when skating on the rink?

On all outdoor ice rinks there is a risk of getting wet, if you fall over and have any contact with the surface of the ice rink. As the rinks are open-air, rain or snow is also a possibility so please wrap up warm in appropriate outdoor clothing, with hats, gloves and scarves! It is still safe to skate on the ice during rain and snow and this does not affect the ability to skate on the rink.

Where are you located?

Hampton Court Palace is located at: Hampton Court Palace, East Molesey, Surrey, KT8 9AU. Please see the Map

Can I skate on Christmas Day?

Unfortunately, we are closed on Christmas Day but we are open all other days shown on our website.

Please ensure when booking tickets (particularly for groups) that your booking adheres to all current Government guidelines regarding ‘How to meet others safely‘ 

I would like to celebrate a special occasion.  Do you cater for parties?

We will have party packages available for household groups or groups of up to 6 people.

Please email us to discuss your individual requirements on hello@arena-ice.com

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