Frequently Asked Questions

Transcription

1 General event information 1. What are the opening hours and dates of Christmas Lights Spectacular? Christmas Lights Spectacular runs from Friday 2 nd November, 2018 until Saturday 26 th January, General Gardens open from 9.00am to 4.00pm, excluding Christmas Day. Christmas Lights Spectacular is open from 5.30pm to 10.00pm each day, excluding Christmas Day. Please check the website for a complete list of events and activities. 2. Can I leave Christmas Lights Spectacular and return on the same night? Yes, pass outs are allowed providing you leave and return the same day the ticket is dated. See Garden Entry on your way out where your tickets will be stamped for re-entry. Retain your ticket as proof of payment. 3. Can we walk through the full gardens before we see the lights? We offer Day and Night Passes to the Christmas Lights which allows you access to Hunter Valley Gardens from 9.00am pm, then the Gardens closes for preparations and re-opens at 5.30pm for the Lights, for your safety you must exit the gardens during this period. This pass permits entry to day and night activities within seven days of initial entry. 3. What additional free activities are available? The Christmas Lights are included in entry, the following additional items are free with entry; There will be several free activities during the Christmas Lights Spectacular. Santa s Cave Little Scallywagz will be performing two shows each night at 7.30pm and 8.30pm. Roaming performers each night throughout the Gardens from 6.00pm pm. Carolers will also be performing 1st December to 24 th December 2018 from 6.00pm pm. New Year Eve family fireworks display at 9.00pm on the 31 st December What activities are an extra cost to entry? Or Once inside the Gardens which activities do you have to pay for? All rides are user pay. These include Super Slide, Ferris Wheel, Carousel, Swing Chair and Inflatable Fun Zones. $15.00 unlimited ride wristbands and $6.00 single use ride tokens can be purchased from the ticket booth in the event area. These all have height restrictions so please check our website for further details. 5. When and where is the live entertainment? The Little Scallywagz children s music group perform each evening in the event area at 7.30pm and 8.30pm each night. There will be a range of roaming entertainment running from 6.30pm pm each evening including; carolers, magicians and other characters. Please note that the carolers finish on Christmas Eve.

2 6. Santa photos (2 November - 24 December 2018) Santa photos will be available at the North Pole inside Santa s Cave marquee from 6.00pm pm every night until Christmas. All photos are supplied on a 4GB USB. $ single group photos (best for small families or a single child) 3-6 different photos supplied $ group photo and 3 individual photos (best for families who want a family photo plus individual shots of each child) different photos supplied $ group photos (best value for large extended families with multiple family groups) photos supplied Each additional group added to a package is $5.00 extra 7. When will Santa be on-site? Santa will be at the Christmas Lights every evening until Christmas Eve in Santa s Cave. 8. When are the fireworks on display? We have a family fireworks display to celebrate New Year s Eve at 9.00pm on the 31 st December. The fireworks are best viewed from the North Pole. 9. Is the event suitable for wheelchairs? All of the paths within Hunter Valley Gardens are wheelchair friendly (weather dependant), however we do not have any wheelchairs for hire during the Christmas Lights Spectacular. 10. Does the Garden Train operate during the evenings? No, the train only operates during the day. 11. Are there any guided tours of the gardens during the day? Yes, the Gardens train will be operating during this event. The Garden train will do a continuous 35 minute guided tour of the gardens, additional charges apply. For further information and to book please see front entry, spaces are limited. 12. Event updates Updates in regards to the weather or any other event announcements will be posted on our Facebook page Why do the lights close in inclement weather? We do our best to run the Christmas Lights at all times; however sometimes due to adverse weather conditions that is occurring, or has previously occurred, we have to close the event as it is a health and safety risk. 14. What happens to lost property? Lost property can be collected from Garden Entry or call (02) Is Hunter Valley Gardens accessible to everyone? Hunter Valley Gardens is located on a 25 hectare site. There are 8kms of garden paths covered in a loose rhylite gravel. Please wear sensible footwear and take all necessary precautions to prevent injury to yourself. 16. Is Hunter Valley Gardens accessible to prams, strollers and wheelchairs? Paths and ramps are wide enough to accommodate pedestrians, wheelchairs and strollers. 18. Will there be parking available?

3 For visitors there is free parking available and limited disabled parking (displaying of a disability parking permit is required). The close car park fills quickly so we recommend getting in early. 19. Do you accept the Companion Card for Hunter Valley Gardens? Yes. The Companion Card is a credit-card sized photo ID card issued to people with a disability who require lifelong attendant care from a companion to participate at venues and activities. Registered companions must present their photo ID Companion Card when purchasing tickets at Garden Entry or at any time during the attendance at the venue or activity. 20. If I have a companion, are they required to purchase a Hunter Valley Gardens ticket if accompanying me to the event? No. Providing your companion presents a photo identification Companion Card when booking tickets, purchasing tickets or collecting tickets or at any time during the attendance at the venue or activity. Your companion will receive a zero priced event ticket. Please note however that the event ticket is not valid unless the cardholder is present. Only the person whose photograph and name appear on the card can use the Companion Card. 21. Is there a restaurant inside the gardens? The Garden Terrace Café will only be operating during the day from 9.00am pm and from 6.00pm pm* between the 24 November 2018 until the 6 January *Times are subject to change.

4 Conditions of entry 1. Can I take my family pet, bike, skateboard, drone, rollerblades or scooter inside Hunter Valley Gardens? In the interest of the public, all of the above are not permitted. 2. Can I bring alcohol into Hunter Valley Gardens? No, however the Garden Terrace Café and selected vendors in the event area have alcoholic beverages for sale. 3. Can I buy food and drinks at Hunter Valley Gardens? Yes, our Garden Terrace Café will be open during the day and limited dates during the evening. There are a range of food and drink available for sale, including quick and easy food options. There are also a variety of food stalls in the event area that will be open for the duration of Christmas Lights Spectacular event. 4. Can I bring my own food into Hunter Valley Gardens? No, but food is available in the Garden Terrace Café restaurant located at the entry to the gardens. There are also many food vendors selling meals, snacks, drinks, ice-creams and tea and coffee available to purchase in the Event area.

5 Rides 1. Are there any physical restrictions on using the rides? Our rides are subject to safety requirements that a user must meet to participate. Key height restrictions are listed below, but other conditions can be found on the safety requirements signage at each of the rides. Swing Chair: a minimum height of 110cm is required. Children between 110cm-120cm must ride with an adult, 120cm and above may ride alone. Ferris Wheel: children below 120cm must ride with an adult. Superslide: a minimum height of 110cm is required. Children between 110cm-120cm must ride with an adult, 120cm and above may ride alone. Carousel: this ride is for children only. Children below 105cm must ride with an adult (adult must stand next to child). 2. How much is an unlimited rides wristband? A wristband is $15.00 per person and allows unlimited access to all rides (pending height restrictions). 3. Can we share an unlimited rides wristband? You cannot share a wristband. 4. What does it include? The wristband entitles the user to unlimited access to all the rides providing the user meets the necessary height requirements. 5. How much is a token? One single use token is $ What can I use the token on? A token can be used on any of our rides for a single session providing the user meets the necessary height requirements. One token will get you 2 slides on the Super Slide. 7. Do I need a wristband if I am below 110cm? If you are below 110cm you may ride the Ferris Wheel or Carousel with an accompanying adult who is above 120cm. You may also use the Carousel and Inflatable Fun Zone as many times as you like with an unlimited rides wristband. 8. How tall do I need to be to ride everything alone? To be able to access all rides alone you must be 120cm or taller. 9. Do I need one token for my family to ride on the Ferris Wheel? Tokens are only for an individual person not group. 10. Do I need to purchase an additional token to ride with my child? Most rides require a token or pass per person. However, for the Superslide parents may ride with children that are between 110cm and 120cm for the one token. Also, a parent may stand with a child on the carousel for no additional cost. 11. Are the rides open during the day? Rides are only available during the Christmas Lights Spectacular session which is from 5.30pm to 9.45pm.

6 11. Do our rides ever close? Each evening our rides will close at 9.45pm. Also, due to adverse weather events and maintenance we occasionally close our rides for the safety of our patrons. 12. Do I have to pay for my baby to go the rides? Babies (18 months and below) are only permitted to ride with adults on the Ferris Wheel for free. They must have their own token or wristband for Carousel and Inflatable Fun Zones. Please note: parents can stand with child on the carousel for no additional charge. 13. Do carers with companion cards have to pay to ride? No, carers who present a companion card are able to ride for free, their client or child is required to pay for a wristband or token. The same height restrictions apply with tokens and wristbands. Heights will be confirmed at each individual ride by the operators.

7 Ticketing 1. What happens if it rains? Christmas Lights Spectacular is an outdoor event and is subject to changing weather conditions. We do our very best to make sure the event can remain open, which means the event will continue in the case of rain and will only be cancelled if the weather conditions are considered dangerous by event management. Please note that no exchange will be provided to those who choose not to come due to weather despite the event being deemed safe and open. Some outdoor performances may be altered, postponed or cancelled due to inclement weather. This decision will be made by event management in the interest of public and performer safety and does not entitle the ticket holder to a refund or exchange. Ponchos will be available for purchase at Hunter Valley Gifts and Crystals; however we strongly recommend you bring your own wet weather gear. The use of umbrellas is accepted. In the unlikely occurrence that the event is cancelled, information will be posted on the Hunter Valley Gardens Facebook page - Hunter Valley Gardens will take all reasonable efforts to notify of a cancellation ASAP, however due to the unpredictability of a change in weather conditions, cancellations may be at short notice. 2. Where can I buy tickets to Christmas Lights Spectacular? Tickets can be purchased onsite at Garden Entry during the event or in advance via Please visit the website for a complete list of prices, events and activities Adult 16yrs + $30.00 Children 4-15yrs $25.00 Children 3yrs & under Free Family 2 adults & 2 children $99.00 Family 2 adults & 1 child $79.00 Extra Child with family pass $ Can I package Christmas Lights Spectacular tickets with Day Garden Entry tickets? Yes, these are our Christmas Lights Day/Night Entry tickets. These can be purchased onsite at Garden Entry during the event or in advance via These tickets provide the holder access to one day and one night entry within 7 days of initial use. Please visit the website for a complete list of prices, events and activities Adult 16yrs + $45.00 Children 4-15yrs $37.50 Children 3yrs & under Free Family 2 adults & 2 children $ Family 2 adults & 1 child $ Extra Child with family pass $32.00

8 4. Which method of payment is accepted? Hunter Valley Gardens accepts cash, MasterCard or Visa. 5. What is Hunter Valley Gardens event refund policy? There is no refund or exchange on any ticket purchased as advised in terms and conditions of entry. 6. I purchased an online ticket and it didn t arrive, what is the next step? Most of the time tickets that have not been received are related to spam filters and are out of our control. If you experience these issues please contact us before an event to have your tickets resent. If you have lost your ticket please proceed to the event and see Garden Entry. They should be able identify you and provide you tickets. Please print and bring with you any correspondence that you may have regarding your purchase. My question isn t answered here. How may I contact you? Please end us an at events@hvg.com.au or a private message on our Facebook page.