fbpx Hampton Court Palace Ice Rink | FAQs

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

Our telephone number is available between 10:00 and 17:00 weekdays and 10:00 and 18:00 weekends, when the rinks are open – please call 020 3026 4409.

Booking

How do I buy tickets?

Book your skating session online here.

Tickets can be booked in advance or on the day, subject to availability.

Tickets booked online or over the phone include a £1.20 per ticket, non-refundable booking fee.

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 at the ice rink for your session. You can bring this email as confirmation on your phone, tablet or printed out.

Please check your spam mailbox as our email may have gone there. Emails are sent from the following email address – noreply@digitickets.co.uk, please add this to your safe senders list, in order that you receive our important pre-event emails.

If you are unable to find your tickets, please email our customer service team on hello@arena-ice.com or call 020 3026 4409 (Mon-Fri 10:00-17:00, Sat-Sun 10:00-18:00) and we will assist you.

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

If you have booked Ice Rink Season Pass holders tickets, your Season Pass membership card must be shown at the rink, prior to your session.

Tickets are unable to be rescheduled or refunded – please check your tickets and booking carefully.

Please ensure you arrive for your skating session 15 – 30 minutes before your on-ice start time, to allow time to get your skates and store your belongings.

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. Emails are sent from the following email address – noreply@digitickets.co.uk, please add this to your safe senders list, in order that you receive our important pre-event emails.

If you are unable to find your tickets, please email our customer service team, hello@arena-ice.com, or call 020 3026 4409 (Mon-Fri 10:00-17:00, Sat-Sun 10:00-18:00) 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 15-30 min for skate exchange and session change.

Please arrive at the Skate Exchange 15-30 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. Cloakroom space is limited, 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?

All sessions can be pre-booked online. Tickets may be booked on the day, subject to availability.

Tickets are subject to a non-refundable £1.20 per ticket booking fee.

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.

The type of skate aid provided is not guaranteed nor can be pre-booked.  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.

Refunds will not be given if you choose not to attend your session due to the weather or leave early.    When booking an outdoor event, you accept that the weather conditions may affect your enjoyment of the event.

 

 

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 stock bob skates 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.

There is no reduction in price if you bring your own skates.

Arena Group is not responsible for your skates, shoes or property when skating at our rinks.

Can I bring my own skates?

Skate Hire is included in the ticket price. You are able to provide your own skates if preferred.

There is no reduction in price if you bring your own skates.

Arena Group is not responsible for your skates, shoes or property when skating at our rinks.

What are your skate sizes?

Our skate sizes go from size J8 to size 14.

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.

Bob skates strap on to the skater’s own shoes and are double bladed for stability.

We cannot guarantee that your size will be available.

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 so you may wish to bring a change of trousers, just in case.

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.

 

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 cloakrooms provided.

Cloakrooms must be paid for by card -they are cashless. Please do not bring large baggage or valuable items to the ice rink as storage space is limited.

Cloakrooms 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 the cloakroom provided.

Cloakrooms must be paid for by card -they are cashless. Please do not bring large baggage or valuable items to the ice rink as storage space is limited.

Cloakrooms 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.

Is there a spectator area?

Spectators will be able to view the rink and the skaters from around the perimeter. To spectate is free.

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.

At the time of writing, the Glide Parking app, will allow you to pay for your on-site parking in advance or on the day.

This is subject to change – the car park is controlled by the Palace, not the rink. Please visit the Palace website Hampton Court Palace Getting Here for the up-to-date information.

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 rinks are 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.

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.

Refunds will not be given if you choose not to attend your session due to the weather or leave early.    When booking an outdoor event, you accept that the weather conditions may affect your enjoyment of the event.

In the event any session is cancelled or curtailed by us, ticket holders will be offered alternative sessions (subject to availability) if less than 30 minutes of ice-skating time has taken place during that session.

 

Cafe / Bar

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

We have an on-site bar and cafe serving delicious hot and cold food and drinks.

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 an adult (18+) who is 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.

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 or have any contact with the surface of the ice rink.

The rink is real ice and in various weather conditions the top surface layer may melt and cause water to pool or sit on the ice surface.

It is still safe to skate on the ice during these times;  the skates still grip to the ice under the surface water.  Ice is slippery, when wet or dry, falls do occur – please dress appropriately.

Please wrap up warm in appropriate outdoor clothing, with hats, gloves, and scarves. Bring spare clothing if you wish, particularly if you are inexperienced.

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.

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

Yes – subject to any Covid restrictions in place at the time.

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

What is included in a children’s party at Hampton Court Palace Ice Rink?

The price of the party includes:

  • 45 min ice skating
  • 45 min in the café – undercover, indoors area
  • Food and drink and cookie for the children – see menu below
  • Dedicated party host in the café
  • Ability to bring a cake and / or easily added and removed – not messy – decorations
  • 1 free adult skater per 5 children

Additional extras –

  • Skate aids – £5 each
  • Dedicated skate marshall (not a teacher) for your group for 45mins on the ice – £40
  • Food and drink for any adults can be purchased, at the time, from the cafe

Food choices for the children – one of the following main courses

  • Homemade sausage roll and chips
  • Sausage and chips
  • Veggie sausage and chips
  • Pasta with hidden veg GF pasta and Vegan
  • Haloumi and chips (GF veggie)

Orchard Farm apple or orange drink

Cookie – Dairy free chocolate chip – contains eggs (vegan flapjack alternative available)

We will ask for you to complete a pre-order form for the children’s food after you book – there will be opportunity then, to advise the cafe of any dietary requirements.

When and where can I use my gift voucher?

1. Gift Vouchers are valid for this year’s Ice-skating sessions.

The rink’s last day of skating is 3rd or 9th January 2022.

Vouchers must be redeemed and used by this date.

2. Vouchers may be redeemed ONLINE only at our Arena rinks:–

Hampton Court Palace www.hamptoncourtpalaceicerink.co.uk

Cambridge, Parker’s Piece www.thenorthpolecambridge.co.uk

Manchester, Cathedral Square www.skatemanchester.com

Liverpool, Pier Head www.icefesticalliverpool.co.uk

3. Unused Gift vouchers cannot be refunded under any circumstance – either in part or in full.

4. Gift vouchers expiration date is 9th January 2022, and they cannot be used after that date.

5. Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

6. Vouchers are set to a specific amount and no change will be given for any unused portions.

7. Vouchers cannot be sold to any third parties without our consent. If we do give our consent, then such consent may be subject to any conditions which we impose. In any event you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale.

We reserve the right at all times to refuse to permit any sale of vouchers by you to a third party.

 

COVID-19

COVID-19 – What happens if there are Covid restrictions in place which affect my booked session?

Your session may be affected by Covid restrictions in place at the time of your skate.

We will adhere to all relevant restrictions in place at the time of the event and reserve the right to make any changes to your tickets, session or the provision, as required.
If you, or any member of your party, are unable to attend your session due to Covid restrictions, symptoms or self-isolation, we will allow you to rebook your tickets either for later in the season or to carry them over to the next season.

If we are unable to honour your booking due to Covid restrictions, we will offer you a reschedule or a refund minus the £1.20 per ticket booking fee.

 

COVID-19 – What happens if I, or a member of my household, becomes unwell prior to our session?

If you, or any member of your party, are unable to attend your session due to Covid restrictions, symptoms or self-isolation, we will allow you to rebook your tickets either for later in the season or to carry them over to the next season.

If we are unable to honour your booking due to Covid restrictions, we will offer you a reschedule or a refund minus the £1.20 per ticket booking fee.

Covid – 19 Are you taking any extra precautions to avoid the spread of Covid 19 at the rink?

Our commitment to you
We continue to be committed to helping mitigate the risk of the spread of COVID-19 by following government guidelines at our temporary ice rink attractions, including the following items:

· To conduct COVID-19 Risk Assessments and share results with rink teams.
· To provide contactless interaction where possible (payments, ticket scanning etc.)
· To implement one-way systems at our venues.
· To provide hand sanitizer at our venues.
· To encourage the wearing of masks whilst indoors.
· To implement regular cleaning schedules.

How you can help protect yourself and others

· Please ensure that your booking adheres to all current Government guidelines.
· Do not attend your skating session if you, or any of your group, are showing signs of any of the known COVID-19 symptoms: A high temperature, a new persistent cough, a loss or change to your sense of smell or taste. Email us at hello@arena-ice.com and we will arrange to reschedule your ticket.
· Please arrive 15 – 30 minutes before your session and move promptly through skate exchange following the one-way systems.
· We encourage you to wear a face mask / covering (unless exempt from doing so) whilst inside at the ice rink.
· Use the hand sanitizer available and avoid touching any surfaces you don’t need to.
· If queuing at any point, please keep in your group, facing forward, and maintain a safe distance from others outside of your group.
· Use contactless payment methods – cash will not be accepted at the rink or at any of the associated attractions.
· Pre-book tickets online
· Ensure any children with you are also following the guidelines.
· Follow all instructions from our staff and listen and follow any tannoy announcements.

Please note – this information is subject to change based on updated government guidelines.

We recommend you check the latest information and guidelines available, both at the time of your booking, and before travelling to the ice rink.

COVID 19 – Omicron variant 

In line with Government guidance, all visitors must wear face coverings inside our tents, unless they are exempt.  

To further ensure the safety of our staff and visitors, we request you respect others’ space and maintain your distance from other skaters.   

Offers

Do you offer discounts for group bookings?

If you purchase 10 or more tickets in one order (a family ticket counts as 1 ticket) you will automatically receive a discount of 10% off the ticket price (excluding the £1.20 booking fee).

This discount is limited to tickets purchased for sessions from 1st November up to and including 17th December.

If you have a large group (over 30) and would like to enquire about special rates or private hire of the rink, please email.  The address is at the bottom of the page.

 

Do you have a student discount?

We have a fantastic 20% discount available for students.

It is available off the purchase of adult tickets (discount off ticket price only excludes the £1.20 booking fee) between 1st November and 3rd December, Mondays to Thursdays.

Use code 2021STUDENT at checkout.

Discount valid for skating sessions Monday to Thursday, 1st November to 3rd December.  Student ID must be shown at the rink.

 

Do you have a keyworker discount?

As a thank you for the effort and dedication shown by our country’s keyworkers during 2020 and 2021, this year we are offering a fantastic 30% discount to all keyworkers.

The 30% discount is available off the ticket price of adult, child and family tickets (discount off ticket price only excludes the £1.20 booking fee) between 1st November and 3rd December, Mondays to Thursdays.

Please enter code THX2021 on checkout.

 

Who are keyworkers and what ID would I show? 

Health and social care sector workers- must provide work ID card at the rink to qualify for the discount

Education and childcare workers- must provide work ID card at the rink to qualify for the discount

Key public services workers – work ID or a payslip showing the company that you work for will be acceptable as ID at the rink

Local and national government workers – must provide work ID card at the rink to qualify for the discount

Food and other necessary goods workers- work ID or a payslip showing the company that you work for will be acceptable as ID at the rink

Public safety and national security workers – must provide work ID card at the rink to qualify for the discount

Transport workers- work ID or a payslip showing the company that you work for will be acceptable as ID at the rink

Utilities, communication and financial services workers – work ID or a payslip showing the company that you work for will be acceptable as ID at the rink

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