Tickets

Do I need to pre-book tickets?

Yes, tickets are limited for each time slot so must be pre-booked to guarantee entry and avoid disappointment.

How will my tickets arrive?

Your ticket will be emailed to you at the time of booking. Please note that the email will be sent from “SEE Tickets” rather than English Heritage so if this doesn’t arrive in your inbox please check your junk / spam folder.

Is there a member’s discount?

Yes, English Heritage members will receive a discounted ticket price. If you are a member please remember to bring your English Heritage Membership card with you.

Is there a concessions or senior citizen’s price?

Sorry, we do not offer a concession price or senior citizen’s price for our Enchanted events. We do offer free essential companion tickets which can be booked online. Essential Companion tickets are for disabled visitors who will benefit from assistance during their visit, and are only available in conjunction with paid tickets.

Do children need to pay?

All children must book a ticket. Children under the age of 5 are free of charge but must still book a ticket. There is a charge for children age 5-17 years. Children aged 18 and over pay the adult price.

Can my tickets be changed?

Unfortunately, due to high demand we are unable to change the day of your ticket

What happens if I cannot attend?

Unfortunately due to the high demand for tickets, they are non-refundable and not interchangeable.

Will refunds be offered if the event is cancelled due to poor weather conditions?

If English Heritage has to cancel the event before the advertised start time then full refunds will be offered and you can rebook for another date, subject to availability.

Parking and Accessibility

What is a quiet slot?

Our Enchanted quiet slots are available at 4pm on 15 and 29 December for those who may prefer a more relaxed experience. Some adaptations have been made to the event and ticket capacity during these slots. Please contact Walmer Castle if you require a site familiarisation visit: 01304 364288.

What will be different during the quiet slots?

We have reduced capacity by 50% during these time slots so that visitors have more space and time to enjoy the trail.

Our soundscapes and any audio used in the trail will be reduced in volume, and the music around our food and drink chalets will be turned off until approximately 5.30pm.

Any flashing or pulsating lights will be made static, though slow moving lights may still be in motion.

Please note that in our car parks, there will be bright light towers which are in use for the safety of our visitors throughout all of our Enchanted evenings. These run on a generator, and a hum may be heard. As the entrance and exit to the trail are at the same point, there may also be some lights from cars and noise from other visitors as they arrive.

Will there be break out or quiet spaces on the trail?

Unfortunately we're unable to provide quiet spaces on the trail, but if a visitor needs to exit the trail before the end a member of staff will be able to advise the safest place to do so.

Will there be strong smells on the trail?

While there are no artificial scents used on the trail, visitors may be able to smell cooking from the food stalls and wood smoke from the fire pits.

How loud is the trail?

The Enchanted trail soundscapes are quite quiet, with no loud or sudden noises. However, visitors who wear ear defenders may wish to wear them around our food hubs, where there will be music playing. This will be turned off during our quiet slots.

Will there be car parking?

A hard standing car park will be available across the road from the castle, and stewards will be on site to assist visitors over the road. Spaces closest to the route will be reserved each evening for those who need them — you will need to make yourself known to stewards on arrival if you need these spaces. Alternatively, vehicles will be able to pull up alongside the entrance to the driveway to drop off, but cannot drive into the site due to the large number of pedestrians around the entrance.

Is it wheelchair/pushchair friendly?

As this trail takes place outside, within our gardens and woodland areas, some of the route may be off the main pathways and instead on grass or uneven terrain. Some of our pathways are gravel and the use of tracking may also be in place to help us protect our gardens and prevent the trail becoming muddy. Cable ramps will be in use in some areas of the trail to enable us to safely cover our electrical installations. Wheelchair friendly ramps have been used where possible, but at times it may be difficult to navigate buggies and wheelchairs over this undulating ground.

Can we book a wheelchair?

Unfortunately, there is no opportunity to pre-book a wheelchair for use during the event. There are wheelchairs available on site, however these are on a first come, first served basis.

Are dogs allowed into the event?

Dogs are not allowed at Enchanted Walmer although assistance dogs are welcome.

Opening Times/General

What facilities/toilets are available on site?

Accessible toilets can be found near the Glasshouse Café, which can be accessed on entry and returned to at the end of the trail. Baby changing stations are also available. We don’t have a Changing Place at Walmer Castle but the nearest one is at Deal Library which is 1.7 miles away.

Will there be seating available?

While there is no seating along the trail itself, seating will be available in the Glasshouse Café.

What is the start/end time of the event?

Timeslots are available every 30 minutes from 4pm -7pm.

Our timed ticket is for 4pm, can we stay all evening?

Yes, the time booked for is the earliest that you can arrive on site, you are then welcome to stay as long as you like until the site closes at 9pm. We do however ask that you arrive within your ticket's window and do not arrive before the time on your ticket.

How long is the event?

We believe that the trail will take approximately 45 minutes to complete, plus any time to enjoy treats from our stalls or browsing our on site shop.

Can we arrive earlier in the day for the event?

No. Enchanted Walmer is a special event outside of our normal admission times. You are welcome to visit Walmer Castle earlier in the day on days we are open but standard daytime admission charges apply. Please note that Walmer Castle will close to the general public before Enchanted Walmer begins. Any visitors on site will be asked to leave the property and re-enter for the event.

Will Father Christmas be at Enchanted?

No, Father Christmas is unable to visit Enchanted Walmer due to his busy schedule.

Will there be a Christmas Market/Stalls?

The English Heritage shop will be open, selling plenty of festive delights including Christmas cards, decorations, foodie treats and gifts.

Is food and drink included in the ticket price?

No, food and drink are not included in the ticket price.

Will the tearoom/café be open?

The Glasshouse Café will be open for takeaway drinks and snacks.

What food and drink is on offer?

We have a wide selection of sweet treats: Chirstmas shortbreads, mince pies, doughnuts, cookies, chocolate lollies, pretzels and marshmallows for toasting in the firepits.

For savoury food we have hot dogs & nachos, tortilla boxes (garlic chicken, BBQ chicken & vegan NO chicken) and festive mac & cheese.

Finally, there is also mulled wine, mulled cider, festive hot chocolate and a selection of cold drinks.

Weather

What happens if it is raining or snowing?

Please come prepared! We recommend that you bring warm clothing and footwear for the outdoors and winter weather. Unless the weather presents a safety issue, the event will go ahead as normal.

If the rain or any extreme weather conditions present a safety issue, notification of cancellation will be made on www.english-heritage.org.uk website, Facebook and Twitter. Please see your ticket terms and conditions for the refund policy.

Please note

Due to the nature of the event, there will be limited lighting in places around the site. Please keep to the lit paths and keep track of younger visitors. Paths are uneven in places and there are some steps along the route which may be slippery under foot in poor weather, so please wear suitable footwear. We advise visitors to wrap up warm as the event takes place throughout the grounds with no indoor shelter.