Enchanted Winter Garden 2019

ADVANCE BOOKING HIGHLY RECOMMENDED

TICKETS

Do I need to buy tickets in advance?

Yes.  Lots of our sessions will sell out in advance, so we strongly recommend purchasing your ticket before you travel.  Once a session is fully booked there is no way to ‘squeeze’ someone else in.  Customers can walk up and pay at the door on any evening up until 8pm. However, these tickets are slightly more expensive and there is no guarantee of admission if the sessions are fully booked.

Where do I get my tickets from?

This is a ticketed event.  Without tickets or other relevant proof of purchase you will not be allowed access to the event.  Tickets are available online at www.enchantedwintergarden.com  or  Box office on 028 9034 0202 or 028 9442 8331.   As this is a ticketed event, tickets or proof of purchase must be shown at the entrance.  We will accept proof of purchase on your mobile phone but please be aware that screen shots will not be accepted.

Can we collect tickets from the Box Office?

No.  Your tickets will be emailed to you as soon as your order has been processed.  You can either print your tickets out at home or show proof of purchase on your mobile device.

What does my ticket time mean?

The time on your ticket is the entrance time for your visit to The Enchanted Winter Garden.  We would ask all customers to please arrive on time as this helps to reduce queues and improves the event experience for everyone.

I’ve not received a confirmation email, is this normal?

No this is not normal.  You should always receive a confirmation email once your order has been processed.  If you have not received this, please contact Clotworthy House via email E. clotworthy.reception@antrimandnewtownabbey.gov.uk and we will investigate and respond. Also please check your Junk email folder in case your email provider has redirected the confirmation email.

Will my tickets be posted out?

No.  We will not be posting out any Enchanted Winter Garden tickets.  You will receive an email confirmation.  You can either print your tickets out at home or show proof of purchase on your device at the entrance.

I would like to exchange my tickets? Is that possible?

Tickets cannot be refunded (unless we cancel the event – see cancellation policy).  Tickets can be exchanged at the sole discretion of the box office and subject to availability.  Please contact Clotworthy House via email E. clotworthy.reception@antrimandnewtownabbey.gov.uk.

Can I just use my confirmation email as a ticket?

Yes.  A confirmation email can be used as proof of purchase, however, screen shots will not be accepted.

Is there a waiting list for tickets, if they are sold out?

No.  We are not able to add names to a waiting list when the tickets are sold out. Please also note when a session is sold out there is no option to pay at the gate.

Can I get a refund on my tokens?

Unfortunately there are no refunds on tokens.

THE ENCHANTED EXPERIENCE

What is the Enchanted Winter Garden?

The Enchanted Winter Garden is an outdoor magical immersive trail through the stunning setting of Antrim Castle Gardens.  Visitors will be treated to an enchanted experience of the Gardens transformed with illuminations, attractions and quirky characters. Please note the only entrance to this event is via the Barbican gate. 

How long does a visit last?

You should expect to be at the event for between 90 to 120 minutes to fully appreciate the experience.  The event invites visitors to follow our Enchanted Way through the Gardens with various points of interests and attractions along the way. Most visitors walk around the event stopping at various attractions.  Once you arrive you can stay as long as you like.  The show closes at 9.30pm and last admission is 8pm (subject to availability).

What time does the show start?

The event starts daily at 4.30pm with sessions every half hour until 7pm. 

What time does the event finish?

The site closes at 9.30pm.

When and where do I have to arrive?

You should aim to be at the entrance around 5 minutes before the check in time shown on your tickets. Entrance to the Enchanted Winter Garden is at the Barbican Gate in Antrim Town Centre. 

Where do I get the shuttle bus and how long does this journey take?

Shuttle buses will be available from The Junction at the stop beside Funky Monkeys. The shuttle bus journey between The Junction and the Barbican Gate at Antrim Castle Gardens, takes approximately 10 minutes.  At peak times, buses may run slightly slower and it may take longer to clear the queues.

When is the last bus back to The Junction from Antrim Castle Gardens?

The last bus heads back to The Junction between 9.30pm and 10.00pm.  We never leave anyone in the Gardens, we promise!

Are there toilets in the Gardens?

Yes, there are toilets in the Gardens and these are clearly signposted including accessible provision, and a Mobiloo will be in situ on our Inclusive evening of Enchantment.

Are there any event times that are not attended by children?

There are no specific times that are solely for adults, however to assist with your planning, our later shows midweek are slightly less popular with families.  The most popular family show times are our earlier weekend shows.

Is there food available at the event?

Yes, we have our Festive Fayre offering a range of hot, cold, sweet and savoury food and drink options as well as our Courtyard Coffee Shop and Olde Inn.

How long is the trail around the Gardens?

The Enchanted Way trail through the Gardens is 1.2 km from the Barbican Gate entrance to the exit. However, the trail is interspersed with many reasons to stop so you should allow a minimum of 90 minutes to complete the full Enchanted Way.

What about the environment?

The Enchanted Winter Garden retains an independent environmental and wildlife impact assessor to carry out a full wildlife and environmental impact assessment on the show every year. 

We have always been keen to ensure that the event has minimal impact on the beautiful environment in which we operate and the wildlife who call Antrim Castle Gardens their home.  We are delighted to report that their findings concluded that our team takes all possible measures to minimise impact on the Garden environment and that the wildlife in the garden show no signs of being affected by the activities surrounding this event.

Does the event have security?

For the safety of visitors to the event, the Organisers reserve the right to refuse admission and may, on occasions, conduct security searches.  The event is supported by a specialist security and stewarding company who are there to safeguard and assist visitors whilst at the event.

Is there parking onsite?

No.  Customers should make sure of the public parking facilities available in Antrim Town Centre car parks or alternatively park at The Junction and take the free bus to the event entrance in Market Square.

Can I take a pram/buggy with me as I have small children?

You can, but it must be able to fold up to go on the bus to the event if you are parking at The Junction.

DOGS

Are you allowed dogs at the Enchanted Winter Garden?

Yes, dogs are very welcome at the Enchanted Winter Garden and if our four legged friends wish to come in their Christmas costume we will be offering doggie treats to them along the way! Any dogs attending the event must be on their leads at all times.

Are assistance dogs allowed at the event?

Yes, guide dogs for the blind, hearing dogs for the deaf, assistance and emotional support dogs are all permitted.  They must be accompanied by the appropriate harnesses and paperwork.

We do ask that you be aware that the site can be busy in places, and that there are very hot lights, electricity cables and loudspeakers often situated at curious doggy level.

Assistance dogs in training are also welcome.

PHOTOGRAPHY

I am a photographer. Can I use a tripod or monopod at the event?

Yes, you are most welcome to bring a tripod or monopod to help with photographing the event.  Just be careful not to block any pathways when you’re creating your photographic masterpieces.  Please bear in mind that the site closes at 9.30pm so if you want to make the most of your time, please book an early slot.

Are there photographer only session times?

No, there are no shows that are solely for photographers.  We do ask that you are respectful of other visitors who may not fully understand your need to spend a little more time capturing the perfect shot.

ADDITIONAL NEEDS

Is this event suitable for the elderly or children?

The event has been designed to cater for all ages and abilities, however, care should be taken on paths and they are not suitable for very large buggies.  Paths are suitable for some push wheelchairs. All visitors should take care as the event is an outdoor winter experience with low light levels so conditions underfoot can be slippy in places with uneven surfaces in some event areas due to the historical and woodland nature of the site.

Is it suitable for visitors with mobility challenges?

The Gardens are accessible to some push wheelchair users but we recommend you check the site for more detailed information on the walk and gradients to assess whether it is suited to your specific access needs prior to booking.

Will there be accessible parking onsite?

No.  There are no car parking facilities at all onsite, but, there will be access to plentiful accessible parking in any of the Antrim Town carparks or at The Junction with the shuttle buses all accessible for wheelchair users.

Do you have wheelchairs or mobility scooters on site for public use?

We have one mobility scooter and two wheelchairs onsite, which can be reserved by calling 028 9448 1338. However, if these are fully booked you will be required to provide your own mobility aids.  The site is accessible by most wheelchairs.

Are strobe effects used at the event?

It is recommended that photo sensitive epileptics attend The Enchanted Winter Garden on our Inclusive Night on 18 December. While no single source of lighting regularly strobes at high frequency, the volume of light fixtures on site could raise the frequency of light flashes and strobing across multiple sources to a level where it may be considered unsafe for people who are affected by photo-sensitive epilepsy.

Our Inclusive Enchanted Evening is on Wednesday 18 December 4.30-9.30pm for adults and children with specific needs including those who are sensitive to noise, lights and crowds.

Attractions and rides will be slowed down, music levels lowered and strobe lighting and other strong lighting will not be used on this evening.

GENERAL INFORMATION

Is alcohol permitted at The Enchanted Winter Garden?

You are only permitted to drink alcohol sold by one of our licensed caterers once in The Enchanted Winter Garden.  Any alcohol brought onto the site will breach our licensing agreement and will be confiscated.

Do you take credit cards at The Enchanted Winter Garden?

Sorry we are unable to operate card machines remotely in the Gardens.  If you wish to purchase merchandise, tickets, or food or drink at the event we recommend you bring sufficient cash. The exceptions to this are Our Baubles and Bows Gift Shop and Courtyard Coffee Shop including the Olde Inn where cards can be accepted for payment.

Admission to the attractions requires either cash on the evening or enchantment tokens which can be booked in advance when you book tickets or paid for in cash at the event. There are bank machines near the entrance to the event in Antrim Town Centre.

What happens if the event is cancelled and how will I know?

The event will only be cancelled in the following circumstances:

When the weather in Antrim is perceived to be a danger to the public in the Gardens (e.g. extremely high winds)

A major failure in the electrical system or other significant structural failure.

The event will not be cancelled in the following circumstances:

Heavy rain in Antrim – we advise that all visitors dress appropriately for the weather and bring an umbrella.  Heavy rain in another part of Northern Ireland – we advise our visitors to take note of the weather conditions on route to the event and allow ample time for their journey.

Very cold weather – we advise that our visitors dress warmly and appropriately for cold weather.

The decision to cancel will be made at 11am on the day of the event.  Shortly after we will put a message up on our social media pages and our website. 

You should check the website and social media pages from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast.

If the event is cancelled will I get a refund?

You will be offered the option to book for another date or offered a refund.  If you have any questions about a cancelled show, please ring:

Clotworthy House – 028 9448 1338

Boxoffice – 028 9034 0202 or 028 9442 8331

Or email us on Clotworthy.reception@antrimandnewtownabbey.gov.uk 

Given the number of bookings for any given evening an event cancellation will impact upon 1000’s of visitors so you will need to be patient when trying to contact us as the number of telephone lines are limited. We will endeavour to do our very best in the unlikely event of a cancellation to contact al our customers within 48 hours.

supported ny tourism ni

COUNTDOWN TO ENCHANTMENT

Day(s)

:

Hour(s)

:

Minute(s)

:

Second(s)