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How do I book tickets?

Book your skating session online here

Why can I only buy 6 tickets in one transaction?

We’ve limited the number of tickets that can be purchased in line with updated advice from the UK Government which became law on the 14th September. We encourage all guests to adhere to the latest guidance and not visit or meet in groups of more than six people* to help protect themselves and each other when visiting our attractions. We will continue to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus

Please adhere to all COVID safety requirements and kindly follow the instruction of our Ice Marshalls. Guests who repeatedly and wilfully refuse to comply with social distancing or group sizes will be asked to leave our attraction.

*Government exemptions are outlined here 

I have booked online… what next?

You will receive a confirmation email with your unique barcode which will be scanned by a member of staff on arrival. 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 free carer's ticket, please ensure you bring with you proof of your entitlement, such as Student ID, membership cards etc. The marshalls at the rink will request proof prior to your skate.  

Tickets are unable to be rescheduled or refunded - please check your tickets and booking carefully.  Please ensure you arrive for your session on time (15 minutes before).  

Should I pre-book a session or can I turn up on the day?

We recommend that all sessions are pre-booked online to avoid disappointment and avoid queues on-site at busy periods. This will guarantee your selected session time.

 

I haven’t received my ticket

Please check your spam mailbox as our email may have gone there. Not there? Please email our customer service team and we will assist you.

 

For the Tower of London: hello@toweroflondonicerink.co.uk 

For Cambridge – The North Pole: hello@thenorthpolecambridge.co.uk

For Liverpool Christmas Ice Festival: hello@icefestivalliverpool.co.uk 

For Hampton Court Palace: hello@hamptoncourtpalaceicerink.co.uk

For Skate Manchester: hello@skatemanchester.com 

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. 

How long is the session on the ice for?

Sessions last up to 45 min on the ice.  We allow 15 min for skate exchange and session change.

**Due to having to stagger sessions to reduce the number of people in the skate exchange this year, we may have to start your session late or end your session early in order to maintain the ice.  We will try and keep this to a minimum.  You may not receive a full 45 minutes on the ice. **

Please arrive at the Skate Exchange 15 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 facilities are limited and staff will not be able to look after your belongings for you.  

When should I arrive?

Please arrive at the Skate Exchange 15 minutes before your session time to get ready to take to the ice and store belongings.

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 hold bobskates 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. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates. 

 

Can I bring my own skates?

Skate Hire is included in the ticket price. You are able to provide your own skates if preferred. Arena Group is not responsible for your skates, shoes or property when skating at our rinks. There is no reduction in price if you bring your own skates.

What are your skate sizes?

Our skate sizes go from size J8 to size14.

We cannot guarantee that your size will be available.  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.  

 

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.  

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. 

Liverpool, Manchester and Cambridge rinks all have a roof. 

If it is raining or snowing, the rink will still be safe to skate on, but on our outdoor rinks you will be open to the elements and therefore you will get wet.  Please check the weather forecast and dress appropriately.  

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.

 

 

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 cost £2.00 and are non-refundable. 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.

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible. 

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.  Lockers are £2 and are payable by card only.  They are limited in size and number. 

COVID-19 rules – Staff will not be able to hold or touch any of your personal belongings to avoid any unnecessary contact.  Please bring the minimum belongings you need with you – lockers must be used to store any belongings you are unable to take on the ice – bags, extra clothing etc.  There are a limited number of lockers so please share with members of your household where possible. 

 

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.

COVID 19 rules – Please ensure you are following all government social distancing guidelines whilst you are on the rink and in the skate exchange or any other indoor area.  In particular, please follow any instructions given by the skate marshalls with regard to direction or separation, as these are  to protect you and other skaters. 

Please ensure you leave the rink, when requested, promptly.

When and where can I use my gift voucher?

1.   Gift Vouchers are valid for this year’s Ice skating sessions.  The rinks’ last day of skating is 3rd January 2021.  Vouchers must be redeemed and used by this date. 

2.   Vouchers may be used ONLINE only at any of our Arena rinks:–

Hampton Court Palace www.hamptoncourtpalaceicerink.co.uk

Tower of London www.toweroflondonicerink.co.uk

Cambridge, Parker’s Piece www.thenorthpolecambridge.co.uk

Manchester, Cathedral Square www.skatemanchester.com

Liverpool, Pier Head www.icefesticalliverpool.co.uk

3.   Unused Gift vouchers cannot be refunded under any circumstance – either in part or in full. 

4.   Gift vouchers expiration date is 3rd January 2021 and they cannot be used after that date.

5.   Vouchers cannot be refunded or exchanged for cash or other denominated vouchers.

6.   Vouchers are set to a specific amount and no change will be given for any unused portions. 

7.   Vouchers cannot be sold to any third parties without our consent. If we do give our consent then such consent may be subject to any conditions which we impose. In any event you may not sell the Vouchers through the internet without our express written consent, which you must obtain before making any such sale. We reserve the right at all times to refuse to permit any sale of vouchers by you to a third party.

Do you offer season tickets?

Season tickets are available for purchase through our websites.  

Season tickets allow you to book a ticket for any session, at the specified rink, throughout the season.  When tickets are booked your unique membership code must be entered on checkout and your membership ID card must be presented at the rink, for verification, on arrival.  

Failure to provide your ID at the rink will result in you either having to pay for the session or being refused entry.  

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.  

Skate aids may be a penguin or a dolphin.  The type of skate aid available is allocated on a first come, first served basis. 

 

What if the ice is wet?

The North Pole, Cambridge, Skate Manchester and the Liverpool Christmas Ice festival rinks are covered so should be less susceptible to the weather.  

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.

 

 

Will I get wet when skating on the rink?

The North Pole, Cambridge, Skate Manchester and the Liverpool Christmas Ice festival rinks are covered so should be less susceptible to the weather.  

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. 

Is there a spectator area?

We have had to reduce or remove the spectator areas from our ice rinks.  There are public areas to view the rink from - please maintain your distance from others not in your household group or bubble.  

 

COVID-19 rules – Please ensure you maintain the recommended social distance from anyone not from your household, whilst spectating. 

These guidelines / rules are subject to change both at a local or a national level.  We expect our customers to follow these guidelines / rules at all times.  You can link to the GOV.UK page HERE.  

Do I have to pay to be a spectator?

It is FREE.  Spectators do not have to pay to access the decked viewing area.

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.  

How tall should you be to go on the ice slides?

You need to be 100cm / 1m tall.  

Those under 1m tall can ride on the lap of an adult. 

All signage at the rink and instructions from the marshalls must be followed at all times.  

Can I use the ice slides at any time of the day?

Yes, you can, within rink opening times, however this needs to be 3 slides in a row.

If the weather is very poor, will I be able to skate?

The North Pole, Cambridge, Skate Manchester and the Liverpool Christmas Ice festival rinks are covered so should be less susceptible to the weather.  

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.

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.

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.

 

Where are you located?

The Tower of London Ice Rink is located at: London, EC3N 4AB. Please see the Map

Cambridge - The North Pole is located in: The centre of Parker’s Piece, Parkside, Cambridge, CB2 1AA. Please see the Map

Liverpool Ice Festival is located on Pier Head on Liverpool’s South Bank. Please see the Map

Hampton Court Palace is located at: Hampton Court Palace, East Molesey, Surrey, KT8 9AU. Please see the Map

Skate Manchester is located at: Cathedral Gardens, Manchester M4 3BG.  Please see the Map

Can I park at the Ice Rink?

The Tower of London:

There is no parking at the Tower of London. The nearest coach and car park is situated on Lower Thames Street and is a 2-minute walk to the main entrance.

The car park has both lift and stairs. Pedestrian walkways are clearly marked and show the direction of exit to the Tower of London and pay machines.

Disabled provision: There are several clearly marked bays.

 

Cambridge – The North Pole:

Please check out our location details on the ‘Find Us’ tab which have maps and advise on recommended transport links.

Cambridge – There is no car park near the rink but there is parking available in roads nearby and the nearby Queen Anne Terrace Car Park. Parkers Piece is served by main bus routes and is close to Cambridge mainline station.

 

Liverpool Ice Festival:

Car parking is available near to the waterfront and Pier Head at Q-Park, Liverpool One, 35 Strand Street Liverpool City Centre, L1 8LT.

 

Hampton Court Palace:

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.

 

Skate Manchester:

Car parking is available in Chapel Street or near Manchester Victoria Station. Disabled parking is located at Todd Street (just outside Victoria Station). More than 130 disabled parking spaces are available in the nearby NCPs (Exchange, Arena, High Street, Shudehill).

 

Is there somewhere to buy food and drinks at the rink before or after skating?

Tower of London and Hampton Court Palace - we have an on site bar and cafe serving delicious hot and cold food and drinks.  

At The North Pole, Cambridge and the Liverpool Christmas Ice Festival there are food and drink stalls as part of the added attractions available.  

At Skate Manchester there are food and drink outlets available close by.  

Can I skate on Christmas Day?

Unfortunately, we are closed on Christmas Day but we are open all other days as shown on our website.

Is there wheelchair access?

Is there wheelchair access?

Yes, the ice rinks are accessible for wheelchair users.  

For the Tower of London, this is accessible via the Tower of London entrance. Due to site restrictions, this does limit wheelchair access to the times which the Tower itself is open.  Unfortunately, due to the restrictions of having the rink next to a Historic Royal Palace, we are unable to provide a disabled toilet at the rink itself.

 

 

Are there toilets at the ice rink?

For the Tower of London:
Yes, there are toilets on site. Unfortunately we are unable to provide a disabled toilet facility, due to the restrictions of the site.

For Cambridge – The North Pole:
Yes, there are toilets available.

For Liverpool Ice Festival:
Yes, there are toilets available.

For Hampton Court Palace:

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!

For Skate Manchester:

There are, unfortunately, no toilets on site. The nearest toilets can be located at the nearby shopping centre.

 

 

Is there a transaction fee?

There is a transaction fee of £1.20p per ticket when buying tickets online.  

I would like to celebrate a special occasion, do you cater for parties?

We will have party packages available for household groups or groups of up to 6 people.  

Please email us to discuss your individual requirements on hello@arena-ice.com

Do you offer discounts for group bookings?

Due to COVID-19 regulations and limits on the number of people allowed to congregate together, we are unable to offer group bookings or discounts.    

Please ensure when booking tickets that your booking adheres to all current Government guidelines regarding 'How to meet others safely

 

I have further questions that have not been answered here…

Please email our customer services who will be happy to assist you.

The Tower of London:
hello@toweroflondonicerink.co.uk

Cambridge – The North Pole:
hello@thenorthpolecambridge.co.uk

Liverpool Ice Festival:
hello@icefestivalliverpool.co.uk

Hampton Court Palace:
hello@hamptoncourtpalaceicerink.co.uk

Skate Manchester:

hello@skatemanchester.com

Can I ring you with a question?

Yes - when the rink is open.  Numbers will be updated when the rink is open.  

Outside of these dates please email. 

The Tower of London:
hello@toweroflondonicerink.co.uk

Cambridge – The North Pole:
hello@thenorthpolecambridge.co.uk

Liverpool Ice Festival:
hello@icefestivalliverpool.co.uk

Hampton Court Palace:
hello@hamptoncourtpalaceicerink.co.uk

Skate Manchester

hello@skatemanchester.com

 

COVID-19 - Do I have to wear a mask?

We ask that you wear a mask (unless specifically exempt under Government guidelines) whilst you are inside the ice rink tent.  

Whilst on the ice, please wear a mask as much as possible, unless it impedes your activity. 

Please maintain social distancing from anyone not in your household at all times. 

Please follow all signage and any instructions from skate marshalls.  

Please ensure that you adhere to all current Government guidelines regarding 'How to meet others safely' 

COVID-19 - What happens if I, or a member of my household, becomes unwell prior to our session?

Do not attend your skating session if you, or any of your group, are showing signs of any of the known COVID-19 symptoms: a high temperature, a new persistent cough, a loss or change to your sense of smell or taste. 

Email us at hello@arena-ice.com and we will arrange to reschedule your ticket. 

COVID 19 - What steps have you taken to combat the spread of COVID-19?

We are committed to the following steps to mitigate the risk of the spread of COVID-19 at our temporary ice rink attractions:

ü  To conduct COVID-19 Risk Assessments and share results with rink teams.

ü  To implement a robust cleaning and sanitization system across sites, in line with or exceeding, government guidelines.

ü  All staff will be temperature checked on arrival.

ü  To increase ice rink space per skater by a third – reducing the number of skaters on the rinks. 

ü  To stagger session times as evenly and safely as possible.

ü  To provide contactless interaction where possible (payments, ticket scanning etc.).

ü  To take all reasonable steps to maintain social distancing.

ü  Where social distancing is not possible, to implement measures to reduce risk of transmission.

 

COVID -19 - How can I help to protect myself and others whilst at the rink?

Do not attend your skating session if you, or any of your group, are showing signs of any of the known COVID-19 symptoms: A high temperature, a new persistent cough, a loss or change to your sense of smell or taste. 

Email us at hello@arena-ice.com and we will arrange to reschedule your ticket. 

Please arrive no more than 15 minutes before your session and move promptly through skate exchange

The café / bar (where provided) is open but strict capacity limits will be followed. Please follow all current government guidelines with regard to meeting others outside of your household. 

Always wear a face mask / covering (unless exempt from doing so) whilst inside at the ice rink and as much as possible whilst skating. 

Use the hand sanitizer available and avoid touching any surfaces you don’t need to.

Maintain social distancing at all times – follow the signage at the rink and any instructions from marshalls. 

If queuing at any point, please keep in your group, facing forward, and maintain a safe distance from others outside of your group. 

Use contactless payment methods – cash will not be accepted at the rink or at any of the associated attractions. 

Ensure any children with you are also following the guidelines.

Follow all instructions from marshalls and listen and follow any tannoy announcements. 

Please ensure when booking tickets (particularly for groups) that your booking adheres to all current Government guidelines regarding 'How to meet others safely

COVID 19- What changes can I expect due to COVID-19?

We have changed some processes and systems at the rink to protect our customers, visitors and staff.  Please bear with us in these extraordinary times.  We have made changes that may affect your skating session but are necessary to ensure we are Covid-safe for all.

To reduce the number of people in the skate exchange and allow for social distancing, we have introduced staggered session start times for some sessions. 

Staggering sessions gives us less opportunity to maintain the ice as there are skaters on the rink most of the day.  If it becomes necessary to clear the ice in order to maintain it, we will ask you to leave the rink or delay your entry on to it.  This may be within your 45 minutes skating session. 

To manage the flow of skaters off and on the ice safely and maintain the maximum number of skaters on the ice, it may occasionally be necessary to reduce your skating session.  We will aim to keep this to a minimum.  

 

COVID-19- What is Gold Standard?

Arena has liaised with many other temporary ice rink providers to agree to our GOLD STANDARD commitment to provide a COVID-19 secure environment for our skaters.  

We are committed to the following steps to mitigate the risk of the spread of COVID-19 at our temporary ice rink attractions:

To conduct COVID-19 Risk Assessments and share results with rink teams.

To implement a robust cleaning and sanitization system across sites.

All staff will be temperature checked on arrival.

To increase ice rink space per skater by a third – reducing the number of skaters on the rinks.

To stagger session times as evenly and safely as possible.

To provide contactless interaction where possible. (payments, ticket scanning etc.)

To take all reasonable steps to maintain social distancing. Where social distancing is not possible, to implement measures to reduce risk of transmission.

 

COVID-19 - What happens if there is a lockdown that affects your rink?

In the unlikely event that we have to shut the rink prior to your skating session, please contact us to discuss the options available for your booking.  

Email hello@arena-ice.com

COVID-19 - Why can I only buy 6 tickets per transaction?

We’ve limited the number of tickets that can be purchased in line with updated advice from the UK Government which became law on the 14th September. We encourage all guests to adhere to the latest guidance and not visit or meet in groups of more than six people* to help protect themselves and each other when visiting our attractions. We will continue to monitor Government guidance closely and this can be viewed here https://www.gov.uk/coronavirus

Please adhere to all COVID safety requirements and kindly follow the instruction of our Ice Marshalls. Guests who repeatedly and wilfully refuse to comply with social distancing or group sizes will be asked to leave our attraction.

*Government exemptions are outlined here