frequently asked questions
For everything you need to know for Christmas at Kenwood see our Frequently Asked Questions below, or you can contact Customer Support HERE
GENERAL
WHAT IS CHRISTMAS AT KENWOOD?
Christmas at Kenwood is an interactive, festive light trail set within the grounds of Kenwood on Hampstead Heath. Internationally renowned and award-winning Creative Director Katherine Jewkes along with light pioneers Luminism have created an exciting immersive experience designed to fit in with the natural surroundings.
Surprises around every corner, along with festive food, warming cocktails and picture perfect moments add to the exciting and unique spectacle that delight and surprise children and adults alike.
WHEN CAN I VISIT CHRISTMAS AT KENWOOD?
Friday 1st December 2023 – Saturday 30th December 2023
Please note that the event will be closed some days throughout December, you can view availability here.
First entry – 4.30pm - Entry will be granted within your 30 minute timeslot but not before, so please do not arrive before the time shown on your ticket to allow us to manage the flow of visitors into the event.
ARE DOGS ALLOWED ON THE TRAIL?
Only registered disability assistance dogs are allowed on the trail, other dogs are not allowed. Please get in touch with customer services here to let us know if you are planning on bringing a guide dog.
IS THERE PARKING AVAILABLE?
We are unable to offer parking on-site. We encourage visitors to travel by public transport where possible and to allow plenty of time to walk from the nearest stations. Please refer to the getting here section.
There are a limited number of free Blue Badge parking spaces available. Spaces must be booked in advance when you book your ticket. Please note that these spaces are booked on first come first serve basis. These are located in the Kenwood car park. Visitors parking here will join the trail midway through, continue through to the beginning of the trail and then come back around and finish again at the midway point. None of the trail will be missed for these visitors, just a different start and end point.
HOW LONG WILL IT TAKE ME TO WALK THROUGH?
The brand new trail route and design for 2023 are being designed at the moment. We anticipate that the length will be no longer than 2km and take about an hour to complete.
The route is designed to be viewed from the guided path. Some interactive elements may invite the audience off the path. Unless signposted please do not stray from the path.
Christmas at Kenwood is set within the naturally undulating grounds of Kenwood. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
If you have specific access needs, please contact us here and we will do our best to accommodate you.
TICKETING
HOW MUCH ARE TICKETS?
These prices include a booking fee
ADULT- PEAK £30 / STANDARD £25.50 / OFF PEAK £22
CHILD (3-16)- PEAK £22.75 / STANDARD £19.25 / OFF PEAK £17.50
FAMILY (2 ADULTS & 2 CHILDREN / 1 ADULT & 3 CHILDREN )- PEAK £95.75 / STANDARD £77 / OFF PEAK £71
GROUPS (15+ adults)- STANDARD £23.25 / OFF PEAK £21.25
HOW DO I MAKE A GROUP BOOKING?
For groups of 15+ adults, tickets will be priced at £21.25 including booking fees (off peak) and £23.25 including fees (standard). Please note that groups of 15-30 can be booked online. For groups larger than 30 please contact us to book your tickets
IS THE EVENT SUITABLE FOR ALL AGES?
Yes, all ages are welcome!
IS ENTRY FREE FOR UNDER 3'S?
Yes, children under 3 years of age can access Christmas at Kenwood free of charge and will not require a ticket. All children must be accompanied by an adult at all times.
DO YOU PROVIDE CARER TICKETS?
A disabled person purchasing a ticket may bring one essential carer companion free of charge. Please select this ticket type at point of booking. If you require more than one carer, please contact us here
HOW WILL I RECEIVE MY TICKETS?
All tickets will be issued as E-tickets. We encourage customers to display their tickets on their phone on arrival, rather than printing, to reduce contact with event staff. It's a good idea to download your ticket onto your device before arriving at the event so that it is ready to be scanned, as signal can be patchy at times.
Tickets will be scanned on arrival.
Please be aware that we don’t authorise or have any control over the sale of tickets via third-party websites.
I HAVEN'T RECIEVED MY CONFIRMATION EMAIL/E TICKETS
Please check your junk folder as they can sometimes fall there or use the contact form/order tracker here
CAN I BUY TICKETS AT THE EVENT
You may be able to purchase a ticket at the venue subject to availability, however we strongly advise that you purchase your tickets ahead of your visit to avoid disappointment.
QUEUING
All customers should arrive within the half hour time slot stated on their ticket, to keep queuing to a minimum.
If they arrive before their time slot they may be held in a separate queue until the time listed on their ticket.
An assisted queuing lane will be available for customers with accessible tickets and carers, and those who are unable to wait for a length of time.
WHAT IS THE ENGLISH HERITAGE MEMBERS DISCOUNT?
If you are an English Heritage member, you can enjoy a 33% saving on tickets. Visit the English Heritage Member Rewards webpage to receive it
Please ensure that you have your valid English Heritage Membership card with you on the evening you attend, those unable to provide proof of Membership will be asked to pay for a full price ticket on the night and will not be eligible for a refund.
WHAT BENEFITS DO I RECEIVE FOR SIGNING UP TO THE WAITING LIST?
Those who sign up to the waiting list prior to midnight on Sunday 27th August will be sent a pre-sale link on Tuesday 29th August entitling them 10% off all tickets bought by midnight Sunday 3rd September. Customers who purchase a ticket via the pre-sale link will be entered into a £500 prize draw. See T&Cs for details.
IS THERE AN NHS DISCOUNT?
Yes! There is a 10% discount code which you can apply when purchasing your tickets. Contact us here to receive it. Please ensure that you have your valid NHS card with you on the evening you attend, those unable to provide proof of eligibility will be asked to pay for a full price ticket on the night and will not be eligible for a refund. Please note that this is for those who hold an NHS card only, Blue Light discount is not accepted on this event.
CANCELLATION, EXCHANGES AND REFUNDS
Please be sure that you have chosen the right entry date and time slot at the time of making your booking, as we are generally unable to offer exchanges or refunds once tickets have been purchased. We are also not able to offer refunds on unwanted/lost tickets.
Due to the time of year, bad weather can affect any open-air event. If we have to cancel the event as it unsafe to proceed, visitors will be offered an alternative date.
Refunds shall not be offered where the weather is inclement but the event remains open, this includes heavy rain and snow.
If the event is cancelled by us due to weather and patrons are not able to attend an alternative night offered, then a face value refund will be considered on a case-by-case basis.
ACCESSIBILITY
CAN I BRING WHEELCHAIRS/MOBILITY SCOOTERS/BUGGIES?
Yes. Christmas at Kenwood is set within the naturally undulating grounds Kenwood. Every effort has been made to make the trail fully accessible, however, customers should be aware that by its nature it will cover some uneven terrain with a number of varying gradients. There are also some areas that can be made more challenging by wet weather.
We do not provide wheelchairs or mobility scooters, however, those who require a wheelchair or a mobility scooter are welcome to bring them, bearing in mind the advice above. We also strongly recommend planning your travel in advance and considering the impact of adverse weather.
Accessible toilets will be available adjacent to Kenwood house near the Brew House café.
If you have specific access needs please contact us here and we will do our best to assist you.
WHAT IS A QUIET TIMESLOT?
Our Christmas at Kenwood quiet timeslots are available on Tuesdays, Thursdays and Sundays at 4.30pm and 5pm throughout December (except 10th Dec). These are for those who may prefer a more relaxed experience. These slots will have a lower capacity and any soundscapes or audio will be reduced in volume. The sound effects on our fairground rides will be turned off until approximately 5.30pm.
Closer to the time of the event we will be producing a document including a site map and detailing what to expect on the trail so that you can familiarise yourselves before the visit. Please send us a message if you would like to receive this.
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.
HOW LOUD IS THE TRAIL?
The Christmas at Kenwood trail soundscapes are quite quiet, with no loud or sudden noises. However, visitors who wear ear defenders may wish to wear them around our fairground rides and food hubs, where there will be music and noises from the rides, except during our quiet slots.
WILL THERE BE SEATING AVAILABLE?
While there is no seating along the trail itself, seating will be available at the Food Court, which is accessible at the beginning and the end of the trail.
IS THERE STROBE LIGHTING AT CHRISTMAS AT KENWOOD?
There is nothing with any stroboscopic effects or at a frequency that should affect anyone with light sensitivity, however, there are a lot of lights and lasers on the trails so would depend on the individual’s sensitivity.
None of it is designed to be disorientating but some of it will be overhead or surrounding the customer and therefore could be disorientating to certain medical conditions but this will depend on the individual’s sensitivity and their own judgement as to whether this event is suitable to attend.
We are happy to make a detailed description of the installations available to you to help you better decide whether the event is suitable for your needs. Please request this here
ACCESSIBILITY
Accessible toilets will be available adjacent to Kenwood house near the Brew House café.
There are a limited number of free Blue Badge parking spaces available via the East Lodge entrance to Kenwood House in Kenwood House car park. Spaces must be booked in advance when you book your light trail tickets. Please note that these spaces are booked on first come first served basis.
For further information on the accessibility of Kenwood House, please see the accessibility guide here
ON THE NIGHT
CAN I BUY FOOD AND DRINK AT CHRISTMAS AT KENWOOD
There will be takeaway refreshments available along the trail route, such as hot drinks, alcoholic and non-alcoholic beverages and mince pies. Further seasonal food offerings, to include vegetarian and vegan options will be available in the Food Court.
Please note, all food and drink vendors will take card payment only.
WILL THERE BE FREE DRINKING WATER?
Drinking water will be available at the bars.
CAN I PAY USING CASH?
All food and drink vendors will take card payment only.
WILL THE FOOD COURT BE OPEN DURING THE DAY?
The Food Court will not be open during the day. The Brew House Café at Kenwood House will be open through the day and the Food Court will open at 4.30pm. Non-ticketholders will need to vacate the area at 4.00pm each day - subject to change.
CAN I PROPOSE AT CHRISTMAS AT KENWOOD?
Christmas at Kenwood is a lovely setting to propose to your partner. While we can’t accommodate special arrangements, our reduced capacity 4.30pm and 5pm slots on Tuesdays, Thursdays or Sundays would make the occasion extra special.
I’M VISITING KENWOOD HOUSE DURING THE DAY, DO I NEED TO LEAVE BEFORE ENTERING THE LIGHT TRAIL IN THE EVENING?
Yes. To ensure that only ticket holders for the Christmas at Kenwood trail have entry to the illuminated trail in the evening, daytime visitors must vacate at the closing time.
GENERAL INFO ON THE HOUSE AND ACCESS
Last entry to the house each day is 3pm, both the house and grounds will be closed to visitors at 4pm before the trail opens.
Kenwood House Opening Times
WHAT SHOULD I WEAR?
There are no covered areas on the trail so please ensure you wear appropriate clothing and footwear for the weather. We recommend coats, hats and waterproof shoes or wellies. You can use umbrellas, should it rain.
DO I NEED A TORCH?
The trail is lit, but lighting will be low level in some areas so you may wish to bring a torch. No naked flames (e.g. candles, night lights, flares or lanterns) are allowed.
CAN I TAKE PHOTOS?
Yes! We encourage visitors to take photos along the trail and share them on social media with #ChristmasatKenwood. However please be mindful when taking photographs as this can block the path for other visitors.
ARE THERE TOILETS AVAILABLE?
Yes, there will be toilets available, including fully accessible toilets. Accessible toilets will be available adjacent to Kenwood house near the Brew House café.
ARE THERE BABY CHANGING FACILITIES AVAILABLE?
Yes, baby changing facilities are available in the toilets adjacent to Kenwood house near the Brew House café.
WILL THERE BE FIREWORKS?
Christmas at Kenwood does not contain fireworks.
WILL SANTA BE PRESENT?
Santa will not be present at Christmas at Kenwood.
CAN WE BRING IN OUR OWN FOOD?
We do not allow food to be brought into the event, only food purchased on site may be consumed. The only exception for this is baby food.
WHAT NOT TO BRING
For your safety and security there are some items that are not allowed on site. Please avoid bringing these items as they will be confiscated upon entry. If any attendee is found with any illegal item they will be refused entry and referred to the Police. The prohibited items included but are not limited to:
Aerosols
Air horns
Alcohol
Animals (except assistance dogs)
Bags (larger than A4 size)
Bicycles, scooters, roller skates
Blow torches
Cans
Chairs
Chinese lanterns
Cooking apparatus
Cool bags / boxes (large)
Drinks
Drones
Fireworks / pyrotechnics
Flares / distress flares / smoke flares
Food (with the exception of baby food)
Gas cylinders/canisters
Glass
Knives
Liquids (over 100ml)
Lighter fluid
Illegal substances (drugs)
Laser pens
Legal / herbal highs
Megaphones
Professional audio-visual recording/photography equipment
Smoke bombs / canisters
Sound systems
Tabards/High Viz Jackets
Weapons
SMOKING POLICY
Kenwood is a non-smoking site.
SAFETY AND SECURITY
WILL I BE SEARCHED?
For the safety and security of everyone at Christmas at Kenwood we will carry out full security checks at all entrance gates. If you see anything suspicious or any persons acting suspiciously, please tell the nearest member of staff immediately.
CAN I BRING A BAG?
Your belongings and your person may be searched. Please bring only what is essential to your evening. We ask that you do not bring any large bags (larger than A4).
Please do not leave your belongings unattended at any time.
FIRST AID
If you require first aid on site, please make yourself known to one of the event staff who will be able to assist you.
CONTACT
SPONSORSHIP ENQUIRIES
For all brand partnership & sponsorship enquiries, please contact sponsorship@kilimanjarolive.co.uk
PRESS ENQUIRIES
For all press enquiries, please contact info@deaconcommunications.com
• HOW TO FIND US
The entrance to Christmas at Kenwood is accessed via the main entrance to Kenwood House, East Lodge.
Please also refer to the getting here sections and plan your trip in advance