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

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.

Why can I only buy 6 tickets in one transaction?

Due to the ongoing Covid restrictions, we have restricted the number of tickets you can book per order to 6.

Should the ‘Rule of 6’ be relaxed, we will remove this restriction.

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.

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 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.  Storage lockers are 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 must 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 lockers provided.

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.

Please do not lock your payment card in the locker – you will need it to purchase additional time if required or to make purchases at the rink / cafe & bar.

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.

There are a limited number of lockers so please share with members of your household where possible.

***Please keep your payment card with you, rather than leaving it in the locker – you will need it to purchase additional locker time, if required, and food/drink from the cafe. ***

Is there a spectator area?

Spectators will be able to view the rink and the skaters from around the perimeter.

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 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.

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

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.

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