Explore the history and heritage of our site - Rough Castle Experiences

The Rough Castle Christmas Experience

1Can we collect tickets at the box office?

There is no need to collect your tickets, you can purchase tickets online and they are

emailed to you. Your ticket will include a QR code and important information about the

event. Please ensure you bring either a printed out or electronic copy of your ticket to the

event so the QR code can be scanned upon entry. You will receive one electronic

confirmation per booking.

2What does my ticket time mean?

The time on your ticket is the time you enter the Woodland and when your Christmas

Adventure begins. Please make sure you have checked in and are at the entry point to the

illumination trail at the time your ticket states. Your ticket time allows 1.5 hours.

3Can I go round the trail more than once?

Yes, you can go as many times as you like within the 1.5 hour slot.

4I have not received a confirmation email, is this normal?

If you haven’t received an email confirming your purchase, first please check your junk

folder. If the email still isn’t showing, please send us details of your booking and the email

address you used when booking to info@roughcastleexperiences.co.uk . We will

investigate and respond.

5I have lost or misplaced my tickets; can I get duplicates?

If you haven’t received an email confirming your purchase, first please check your junk

folder. If the email still isn’t showing, please send us details of your booking and the email

address you used when booking to info@roughcastleexperiences.co.uk . We will

investigate and respond.

6What are Christmas Wishes & Rough Castle Reindeer Dust?

With every Christmas Wish purchased, take home your Rough Castle Reindeer Dust. Our

Christmas Wish numbers are limited, collect them on arrival to our event and decorate our

Christmas Tree with your wishes for Christmas!

7How long does the illumination trail last? Correct times?

You should expect to be in the Woodland for around 35 minutes to fully appreciate the

show. Allow extra time for the Funfair and Food and your Santa experience if you have

booked. Please note Santa’s grotto is located at the Falkirk Wheel main plaza which is

different from the main deck for the woodland trail.

8What times does the trail start?

The trail will start in 15-minute intervals. If you are late for your experience, we will try our

best to accommodate you on another slot, but we cannot make any guarantees.

9Where is Santa located?

Santa’s grotto is indoors and located at the Falkirk Wheel. Your ticket time for Santa will be

different from the illumination trail. Your ticket time will allow 1.5 hours within the site. If

your Santa experience is 17:00 be ready to enter Santa’s grotto at that time and then allow

your additional time for funfair and the woodland trail. Santa’s grotto hosts 30 kids

maximum and lasts 15 mins. Your child will receive a gift.

10What is the letter I have received with my Santa’s grotto booking?

We’ve sent you your letter from Santa. You can print this off and personalise it. Your child

will receive a nice list certificate from Santa on the night you have booked to take home.

11Can we enter Santa’s grotto without the illumination trail?

Santa’s grotto tickets are only able to be purchased as an addition to the illuminated trail.

12What is my child’s Santa’s grotto experience?

Your child will be in a group of a maximum of 30 participants. One adult per family can

enter with your child. Santa will speak to the children and provide them all with a nice

certificate, a small gift and sweet. You can take one picture. The experience should last 15

minutes.

13What time does the Rough Castle Christmas experience finish?

The site must be vacated by 10.30pm

14Where will the Rough Castle Christmas experience?

The funfair and trail are located at the Upper Deck, Falkirk Wheel. The entrance is located

off Lime Road, Tamfourhill, FK1 4RS. Santas grotto will be within the main building of the

Falkirk Wheel. Allow 7 mins walk between the two.

15Is there parking on site?

There is parking available on site, which is first come first served - there will be a £3.50

cash charge so please bring the correct change.

There is free parking available in the Falkirk Wheel overflow car park located off

Millennium Drive, which is a short walk over the canal to the site. Postcode FK1 4LX

16I am a blue badge holder, where should I park?

When you book your tickets, please let us know if you hold a blue badge and we will

endeavour to allocate you a space. Email us at info@roughcastleexperiences.co.uk. Please

remember to bring your Blue Badge with you.

17Is there public transport available?

Yes, you can travel to the event using public transport. Camelon, Larbert and Falkirk Train stations are nearby. Please see First Scotrail (https://www.scotrail.co.uk ) & McGill’s Buses

(https://www.mcgillsscotlandeast.co.uk/) websites as well as local taxi firms for further information.

18Are there toilets in the Woodland?

Toilets on site will be found in at the main centre of the Falkirk Wheel with further toilets at the beginning of the trail at the Upper deck of the Falkirk Wheel.

19Can I take a pram/buggy with me as I have small children?

It is accessible; however, some parts of the site may be slightly challenging due to weather Conditions at some points of the route. Assistance will be available at these points and off road buggies or wheels are advised.

20Is this suitable for elderly and carers?

Elderly and carers are welcome.

21Is this suitable for Wheelchair users?

It is accessible; however, some parts of the site may be slightly challenging due to weather conditions at some points of the route. Assistance will be available at these points.

22Are dogs allowed into the Woodland?

No, dogs are not allowed at A Christmas Miracle event. The event will attract a lot of people and that, combined with lights and loud noises at various points will make it uncomfortable for some pooches.

23Are assistance dogs allowed at the A Christmas Miracle event?

Yes, guide dogs for the blind, hearing dogs for the deaf and assistance dogs are all permitted. We do ask that you be aware that the site can be busy in places, and that there are lights and loud noises situated at animal level. Assistance dogs in training are also welcome.

24Is there food available in the Woodland?

Yes, there will be concessions available before and after the illumination trail

25How long is the walk around the Woodland?

The route is 1.4 km and should take around 35 minutes to complete.

26What about the environment?

This event takes place largely out with animals breeding season therefore species will have

migrated and will be less active. We are also using existing path routes with little new infrastructure. This event is a temporary event over a relatively short period reducing the impact to our environment over the long term.

27Does the show have security?

Yes, for the safety of visitors to the event, the organisers reserve the right to refuse admission and may, on occasions, conduct security searches. In the interests of security, please note that we would like visitors to restrict their hand baggage size. Oversized bags will be checked.

28Can I take photos?

Yes, we encourage you to take  photographs on the night. Please share your experience using #RCEXmas2023 on social media platforms.

29Is alcohol permitted?

You are only permitted to drink alcohol sold by one of our licensed caterers attending the event. Any alcohol brought onto site will breach our licensing agreement and will be confiscated.

30Do you take credit cards at A Christmas Miracle event?

Yes.

31What 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 Falkirk is perceived to be a danger to the public in the Woodland (e.g. extremely high winds, extreme danger to life weather warning issued by the Met Office)

– A major failure in the electronics system – The event will NOT be cancelled in the following circumstances: –

Heavy rain in Falkirk or the surrounding areas - we advise that all visitors dress

appropriately for the weather and bring an umbrella. –

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

– A notice will be posted on the front page of our website and on social media.

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

32If the event is cancelled, do I get a refund?

No, you will be offered replacement tickets for another date as our priority.

Pre-Event Information

1How do I purchase tickets for the event?

Tickets can be purchase via our website, www.RoughCastleExperiences.co.uk. Ticket confirmation will be sent to you by email and will include your QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking. 

2Do I need to buy tickets in advance?

Yes.

3Where do I buy tickets?

You can book direct through our website. 

 
Children aged 6 – 15 years – Child ticket applies £25 +BF 
16 years and over – Adult ticket applies £35 +BF 

 Children under 16 must be accompanied by an adult  

4What time does the event start and finish?

Entry time is 7pm and site must be vacated by 1am 

Last entry is 10pm 

5What is the running order?

More information will be published soon 

6What does my ticket time mean?

he time on your ticket is the time our event opens. 

7I have not received a confirmation email, is this normal?

If you haven't received an email confirming your ticket purchase, first please check your junk folder.  If the email still isn’t showing, please send us details of your booking and the e-mail address you used when you booked to info@roughcastleexperiences.co.uk   We will investigate and respond.  

8Will my tickets be posted out?

Tickets will be e-tickets, therefore you will NOT receive a printed ticket by post. You will receive a confirmation direct to your email for your purchase. Your ticket will include a QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking. 

9I have lost or misplaced my tickets, can I get duplicates?

If you can't find your ticket, please contact us via email, info@roughcastleexperiences.co.uk to arrange for your replacement tickets. You may be required to prove your identity and/or proof of purchase. 

10I have not received my ticket to the showm what should I do?

If you've not received your tickets, contact us via email, info@roughcastleexperiences.co.uk, to arrange a replacement ticket by email at your earliest convenience. You will be required to show proof of purchase. 

11Is 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. 

12How long does the show last?

The event opens at 7pm and site needs to be vacated by 1am 

Last entry is  10.00pm. 

13Where will the event take place?

We are located within Rough Caslte Community Woodland..  We are accessed from the Falkirk Wheel, FK1 4RS. Further information will be provided to you before the event. 

14Is there parking on site?

Yes, there is parking available on site, which will be chargeable on the night and limited- There is free parking available in the Falkirk Wheel overflow car park located off Millennium Drive (FK1 4AD), which is a short walk over the canal to the site. Our staff will be on hand to direct you to the site location. 

15When should I arrive at the event?

Please arrive between 7pm - 10pm. There may be queues please be patient. 

16How long is the walk to the Woodland?

The route is 0.34m from the Wheel and should take around 10 minutes by foot. 

17What 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 Falkirk is perceived to be a danger to the public in the Woodland (e.g. extremely high winds, extreme weather warning issued by the Met Office) 

A major failure in the electronics system 

 
The event will NOT be cancelled in the following circumstances: 

Heavy rain in Falkirk or the surrounding areas - we advise that all visitors dress appropriately for the weather and bring an umbrella. 

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

 
The decision to cancel will be made at 11:00am on the day of the event. A notice will be posted on the front page of our website and on social media. 

You should check the web site from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast. 

18If the event is cancelled do I get a refund?

You will be offered replacement tickets for another date. 

19Is the route accessible for Wheelchair users and prams?

It is however the site is within a field so weather conditions may present issues on the night. 

20Can I take photographs or videos?

Yes – share on social media using the hashtag #RoughCastlesHogmanayExperience 

21Rubbish & Smoking

Use the bins provided on site. 

No smoking. 

22Food and Drink options

Traditional Scottish fayre will be served at the event with a limited option for vegetarian and GF 

23Mobile Phone coverage

Reasonable 4G coverage available. 

24Carers tickets

There will be a limited allocated which will be priced at 50% on submission of evidence. Email info@roughcastleexperiences.co.uk 

25Are Dogs allowed?

No, Pyrotechnics may be in use. 

26What to bring

Your tickets – download them onto your phone or print them off. 
Sensible footwear and clothing 
It’s an outdoor event in Scotland in Winter so wrap up warm, gloves and hats preferred 
Medication – make sure you have any medication you require with you. 

  

Do not bring: 

Food and drink. We have several food outlets catering for most dietary requirements. 
Fireworks or pyro of any kind. These will be confiscated and extinguished, any users will be ejected from the event. 
Pets / animals 
Professional camera/video/audio equipment with removable lenses 
Drones 
Glass bottles or glassware of any kind. 

FAQ - Segway

1Our Segways

Our ‘top-of-the-range” Segways are designed for off-road terrain, so are well equipped for the rough and challenging opportunities available at our sites in Scotland: if you want adventure, let us know!

2Age restriction

Too old? Never!

Too young? Being able to ride a Segway is actually a weight thing – the Segway needs to pick up slight changes in body weight via its footpad, in order to get instructions. Children under 20kg will find this a challenge. That’s about 7 years old. The official Segway Inc guidance is children should be OVER 45 kilos.

3It’s your responsibility to check your weight before you participate!

(we operate on hilly terrain, and if the child can’t use weight to stop the Segway, that could be a problem!). If in doubt, then come along and see how your child gets on.  The parent or guardian signs the disclaimer and takes responsibility, so they need to be comfortable with the decision, too.

If you have children around 7, why not chat to us about a personalised tour?

4Weight restriction

Too heavy? The maximum load on a Segway is 117kg.

5Footwear

Trainers with a sole are best!

FAQ - Events

1How do i get a refund for 'A Christmas Miracle at Rough Castle'

If you require a refund, please email your order number to refunds@roughcastleexperiences.co.uk BEFORE THE 30TH NOVEMBER 2020. If you would like to replace your ticket with a Segway gift voucher, please email your order number to info@roughcastleexperiences.co.uk If we don't hear from you by the 30th of November, we will roll your ticket over to our 2021 Christmas event.

2What if my local area is locked down?

Your ticket will be transferred to another date or refund provided less booking fees.

3How do I purchase tickets for the event?

Tickets can be purchase via our website, www.RoughCastleExperiences.co.uk. Ticket confirmation will be sent to you by email and will include your QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.

4Do I need to buy tickets in advance?

Yes, with reduced capacities and track and trace in place it is essential that you book your tickets in advance.

5How much are tickets to A Christmas Miracle?

The ticket prices are as follows: • Children aged 0 to 3 – Free, no tickets are required for children aged 0 - 3 • Children aged 4 to 12 - £8.50 • Adult (13 or over) - £12.00 • Family (2 adults, 2 children) - £39.00 • Single guardian (1 adult, 1 child over 3) - £17.50 • Concession (Senior/ Student) £11.00 All prices shown are inclusive of VAT. A 3% booking fee applies to all transactions. In the event of a cancellation this is the only thing for which you will not be refunded.

6Can we collect tickets at the box office?

No, there is no collection at box office for this event. You can purchase tickets online and they are emailed to you. Your ticket will include a QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.

7What does my ticket time mean?

The time on your ticket is the time you enter the Woodland and when your adventure starts. Please do not arrive any more than 5 minutes before your ticket time.

8I have not received a confirmation email, is this normal?

If you haven't received an email confirming your ticket purchase, first please check your junk folder. If the email still isn’t showing, please send us details of your booking and the e-mail address you used when you booked to info@roughcastleexperiences.co.uk We will investigate and respond.

9Will my tickets be posted out?

Tickets will be e-tickets, therefore you will NOT receive a printed ticket by post. You will receive a confirmation direct to your email for your purchase. Your ticket will include a QR code and important information about the event. Please ensure you bring a printed or electronic copy of your ticket to the event so the QR code can be scanned upon entry. You will receive one electronic confirmation per booking.

10I have lost or misplaced my tickets, can I get duplicates?

If you can't find your ticket, please contact us via email, info@roughcastleexperiences.co.uk to arrange for your replacement tickets. You may be required to prove your identity and/or proof of purchase.

11I have not received my ticket to the show tonight, what should I do?

If you've not received your tickets, contact us via email, info@roughcastleexperiences.co.uk, to arrange a replacement ticket by email at your earliest convenience. You will be required to show proof of purchase.

12I would like to exchange my tickets, is that possible?

Tickets can be exchanged at the sole discretion of the box office and subject to availability. Please give at least 48 hours notice from your original ticket time. Tickets cannot be refunded.

13Is 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.

14How long does the show last?

You should expect to be in the Woodland for around 45 minutes to fully appreciate the show. Please allow further time for food and entertainment. The site must be vacated by 10.00pm.

15What times do the shows start?

The shows will start in 15-minute intervals. The full range of remaining available times are available on our website, www.RoughCastleExperiences.co.uk. If you are late for your experience, we will try our best to accommodate you on another slot.

16What time does A Christmas Miracle close?

The site must be vacated by 10.00pm.

17Where will the event take place?

We are located at the Falkirk Wheel. The entrance is located off Lime Road, Tamfourhill, FK1 4RS. Further information will be provided to you before the event.

18Is there parking on site?
Yes, there is parking available on site, which is charged at £2 per vehicle. There is additional free parking available in the Falkirk Wheel overflow car park located off Millennium Drive, which is a short walk over the canal to the site.
 
19When should I arrive at the event?

Please arrive no earlier than 5 minutes before your ticket time.

20How long is the walk around the Woodland?

The route is 1.4km (just under 1 mile) and should take around 40 minutes to complete.

21What 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 Falkirk is perceived to be a danger to the public in the Woodland (e.g. extremely high winds, extreme weather warning issued by the Met Office) • A major failure in the electronics system • Local lockdown or under other instruction from Scottish Government The event will NOT be cancelled in the following circumstances: • Heavy rain in Falkirk or the surrounding areas - we advise that all visitors dress appropriately for the weather and bring an umbrella. • Very cold weather - we advise that our visitors dress warmly and appropriately for cold weather The decision to cancel will be made at 11:00am on the day of the event. A notice will be posted on the front page of our website and on social media. You should check the web site from mid-day on the day you are going to visit, particularly if extremely high winds or storm conditions are forecast.

22If the event is cancelled do I get a refund?

Yes, alternatively you may be offered replacement tickets for another date.

23If the event is cancelled can I book another date?

If tickets are available, then you will be given the option to swap dates.

24Is the route accessible for Wheelchair users and prams?

Yes

25Can I take photographs or videos?

Yes – share on social media using the hashtag #HaveAMerryMiracle

26Rubbish & Smoking

Use the bins provided on site. No smoking on site please.

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