FAQ's

We look forward to welcoming you to Gloucestershire’s only all-weather ice skating rink in Imperial Gardens, Cheltenham this festive season. Below you will find all of the information you need for an enjoyable and memorable visit...

- What dates/times will the Cheltenham ice rink open?

Daily Thursday 18 November to Sunday 2 January, closed on Christmas Day.

Times - Sunday to Thursday 10am – 8pm, Friday & Saturday 10am – 10pm. Extended hours over Christmas and New Year period, Sunday 19 December to Thursday 23 December and Boxing Day to Sunday 2 January 10am – 10pm. (Christmas Eve will be open until 9pm).

- Where is the ice rink?

Imperial Gardens, Cheltenham in front of the Queens Hotel (GL50 1NN).

- Where can I book tickets?

Book tickets here or in person at the Ice Rink Box Office from the 18^th November in Imperial Gardens. Discounted tickets will only be available via our online box office. 

- How much are tickets? 

Tickets from £8 child, £9.50 adults, £8.50 concessions and £32 family ticket. Party packages and discounted group tickets available including weekly pre-school sessions at £20 for 2 adults + 2 children aged 3 or 4 years or 1 Adult + 3 Children aged 3 or 4 years. 

- Can I purchase tickets on the day?

Yes, you can buy tickets on the day however, to avoid disappointment we recommend pre-booking online as we anticipate that sessions, particularly at peak times, i.e. weekends and Christmas week, will sell out in advance.

- What time should I arrive?

Please arrive 15 - 30 minutes before your session to allow time to prepare and place your belongings in the cloakroom, if required.  

- What are the contact details for the Cheltenham Ice Rink? 

Telephone number - 0333 666 4466 or email - support@ticketsource.co.uk

- How long are the sessions?

Skaters will enjoy 45 minutes on the ice. Sessions start on the hour so please be on time.  

- Where can I park my car?

Nearest multi story car park is Regent Arcade (with two electric vehicle charging points).  The council have a list of town centre car parks here.

- Can I get to Cheltenham using public transport?

Yes, Cheltenham is well connected by train, coach and buses.  See these guides for details - Travel on the bus to Cheltenham, travel on the train to Cheltenham. There are also park and ride services in Cheltenham.

- What should I do upon arrival?

Please bring your e-ticket with you ready to scan the QR Code. During busy times you may be required to wait in line.

Please have your face covering with you, which will need to be worn upon entry into the rink and for the duration of your visit.

Please bring suitable ID with you to confirm your identity.

Please ensure that you read and abide by the safety rules & regulations of the ice rink located in the entrance of the skate hire area. If you are unsure, or need advice, please do not hesitate to contact a member of staff who will be pleased to assist you.

- Are there any ticket concessions?

Yes, we have discounted tickets for families, pre-schoolers, NUS card holders, 60+, schools, clubs and pre school groups.  Tickets are also slightly cheaper during off peak times (mid-week) compared to peak times (weekends and week before / after Christmas). Our online box office will have full details.

- Will there by COVID measures in place?

The Promoter and Operator of the ice rink are committed to running a Covid-safe event. All relevant restrictions in place at the time of the event will be adhered to although we reserve the right to make any changes to your tickets, session or the provision, as required.

If you, or any member of your party, are unable to attend your session due to Covid restrictions, symptoms or self-isolation, we will allow you to exchange and rebook your tickets in line with the ticket exchange policy. If the event is unable to proceed due to Covid restrictions, Ticket Source will refund the purchase price of your tickets including the booking fee, (but excluding any delivery charge, refund protection or telephone service fee).

Before your visit - Please confirm your Covid-19 status. Although there will be no formal COVID certification system in place in relation to your attendance at the rink, for the comfort and reassurance of all our guests we kindly request that all participants over the age of 11 years take a COVID lateral flow test within 24 hours of their session. 

During your visit - In line with the latest government ‘Plan B’ guidelines, all visitors aged 11 and over (unless exemption circumstances apply) are required to wear a face mask at all times when attending the ice rink, including whilst on the ice. We would also encourage visitors to use hand sanitiser and be aware of those around you, especially in busier areas and when queueing.

Contactless payments - We encourage you to book online or use contactless payment at the box office to minimise contact.

- How busy will the ice rink be? What is the maximum capacity of the rink?

During peak times, weekends and Christmas week, we anticipate that the ice rink will be busy. The maximum capacity of the ice skating rink is 167 skaters, which is a 3m allowance per person on the ice. Please note, this is 0.5 meters per person above the industry standard of temporary ice rinks.

If you have young children, are a first time skater or nervous about skating we would recommend booking a midweek early daytime session. We are offering pre-school family sessions Monday to Friday 10am – 11am and sensory sessions Wednesday 11am – 12pm from Friday 19 November to Friday 17 December. Exclusive hire is also available…

- Is the rink available for private hire?

Yes, Cheltenham’s Christmas ice rink offers the perfect festive celebration with friends, family or colleagues to get together and enjoy a magical evening. From birthdays to corporate parties, why not have the entire rink to yourselves followed by drinks and festive food at nearby hospitality venues. Click here for full details - Hospitality & Private Hire.

- Can I bring a group ice skating?

Groups are very welcome. Make a group booking quickly and conveniently via our online box office. Once you select 20 or more skaters, your discount will automatically be applied.

For school groups please contact info@ice-skate.co.uk or call 01242651050. 

- Do you offer refunds?

Once purchased tickets cannot be refunded unless the event is cancelled, moved to another date, or if details of the event are significantly changed after a booking is placed.  We can however change tickets if at least 12 hours notice is given. See below... 

- Can I change my ticket? 

Yes, you can change the date and time of your skating session up to 12 hours in advance of your existing session. Please call 0333 666 4466 or email support@ticketsource.co.uk with your booking details.  Ticket Source will refund the original booking minus a £1 exchange fee and any delivery or telephone service fees.

- What if I’ve made a mistake whilst booking my ticket?

You can amend by contacting Ticket Source. Please call 0333 666 4466 or email support@ticketsource.co.uk with your booking details.  Ticket Source will refund the original booking minus a £1 exchange fee and any delivery or telephone service fees.

- I’ve lost my ticket, what can I do?

TicketSource can just re-send your booking - support@ticketsource.co.uk – you can also do this easily on their website. Tickets can also be reprinted at the Box Office however, please allow plenty of time before your session so you don't miss out on your fun on the ice! 

- What if I have booked and arrive late?

Please arrive 15 - 30 minutes prior to your session to ensure you have the full session time. Skaters will be allowed on part way through but will not be allowed extended time on the ice once the session has finished, so it is important to arrive in plenty of time.

- Are there any age restrictions for the ice rink? 

The minimum age for children to skate is 3 years old. Children under the age of 13 must be accompanied on the ice by an adult (18 years old, or above) in skates.  We recommend a maximum of 4 children per adult. by a responsible adult when ice skating at this rink.

- Are ice skates included? What sizes are available?

Skate hire is included in the cost of your ice skating session.  If you wish to bring your own skates, please ask a member of staff to check their condition and suitability for our rink.  All of our skates are sharp, and ready to go.  We can accommodate all sizes up to and including adult size 15.  For our younger skaters we go down to a junior size 8.

- Do you have any skate aids for children?

We will have 20 fun skate penguins available for hire.  The penguins are designed as a ‘fun’ item and not an aid to skating.   These cannot be booked in advance and are hired on a first come, first served basis.  Please ensure that you read the Penguin rules and regulations. These can be booked for £5.00 each at the box office.

The penguins are only suitable for persons under 1.2M tall.  For health and safety reasons we have to limit the number of penguins offered.  We thank you for your understanding in this matter.

- Can I bring my own safety equipment i.e helmet?

We don’t provide helmets to hire but children and adults are welcome to bring their own helmets and safety equipment should they wish to.

- Can I use my mobile phone whilst on the ice?

No, loose items are not permitted on the ice including the use of mobile phones by skaters or bags. This is for your own safety, the safety of other skaters and the safety of expensive electronic devices.

- Where can I put my personal belongings?

Cloakroom facilities will be made available at the ice rink. 11th Hour Events will not be held responsible for any loss or damage however incurred, of personal items left in the cloakroom, or left elsewhere on the site. Items can be left at a cost of £1 per item.

- What should I wear ice skating?

To make your visit as enjoyable as possible we recommend warm, comfortable, outdoor clothing suitable for the weather conditions on the day plus a change of clothing in case you get wet.

For example: Long thick socks, not trainer socks.  Trousers or tracksuit bottoms.  Thin layers of clothing under a thick jumper or sweatshirt.   A waterproof jacket.  Gloves, hats and scarves are also recommended.   Please ensure that your scarf is tucked in securely.

Please note - Hoodies are not permitted to be worn with the hood “up” on the ice, as this limits all-round vision.

On sunny days we recommend the use of sunblock, sunscreen and sunglasses.  This is due to the glare and reflective properties of the ice surface.

- Do you offer skating lessons?

Unfortunately we are unable to provide skating lessons.

- Will the weather impact ice skating sessions?

The ice rink is undercover and therefore will operate in *all weather conditions. However, this is still an outdoor event and guests are recommended to wear suitable clothing and bring a change of clothing in case you get wet.

Climatic conditions may cause a layer of water on the surface of the ice, this will not affect your skating and does not make it unsafe to skate, although you may get wet if you fall over. 

*With the rink undercover, high winds namely those exceeding 80MPH, is the only weather risk that will force the rink to close due to high winds.  Such closure will be due to the wind force against the temporary structures i.e. marquee.

PLEASE NOTE: We do not offer refunds should you decide not to use your tickets because of inclement weather.  11th Hour Events Limited and its ticket agents will only offer alternative sessions or refunds should the rink be closed for safety or technical reasons. 

- How is the ice prepared for ice skaters?

The surface of the ice will be cleaned and resurfaced as required.  This will ensure that the ice rink will be suitable for “general public skating”.  The rink is resurfaced by specialist rink resurfacing equipment, as deemed necessary by rink staff.  The resurfacing of the rink shall be carried out between sessions, and before the rink is open to the public.

- What will the ice skating surface be like?

Please note that the ice is affected by climatic conditions.  It is also affected by the action of skating upon the ice surface by skaters.  Staff are trained and have suitable experience and knowledge to ensure that the ice surface is in a condition deemed suitable for general public skating.  A surface for general use is different to one for professional use i.e. figure skating or ice hockey.  The ice surface is checked prior to every skating session.  However, on busier sessions the ice surface will become rutted and grooved due to the action of skating.  Please ensure that you are skating in a sensible manner, keeping a look out for the ice conditions and other skaters at all times. 

- Will the ice be wet?

Climatic conditions can affect the surface of the ice.  Calm cold days means the surface will remain dry.  Wind across the ice causes friction which warms the ice surface resulting in a wet surface.  The operator has provided a roof over the rink to prevent closures by rain and have taken all reasonable steps to mitigate the risk from adverse weather in order to keep the rink fully operational.  Of course, climatic conditions are beyond the control of the rink operator.  If the ice surface is wet, this does not make it unsafe to skate on, although you may get wet if you fall over.

- Can wheelchair users go on the ice?

Yes, we welcome wheelchair users to take to the ice and join in the fun in their own wheelchair or motorized wheelchair.  All wheelchair users must be accompanied on the ice, by a responsible person / companion always when on the ice, unless the wheelchair user is taking part during designated accessibility sessions. Whilst on the ice, the person accompanying the wheelchair user must wear either ice skates or ice grip shoes, which will be provided free of charge, the ice grip shoes allow them to walk safely on the ice pad to accompany and supervise the wheelchair users.

Normal admission charges apply for the wheelchair user, whilst the person accompanying the wheelchair user goes free.  Please ensure you mention that you are a wheelchair user when booking your ticket.  In the interests of Health & Safety for all users, certain sessions may not be available for the use of wheelchairs.  Wheelchair users may use any session times Monday – Friday, however, please note that weekend sessions will be limited and subject to availability.

- How do wheelchair users access the ice?

The rink is built upon a deck, which is raised up from the garden level.  The ice rink and skate hire marquees are accessible via ramps from the garden level.  If the wheelchair user is to access the ice rink, our friendly rink staff will assist you and your companion onto, and off of the rink via ramped access.

- Will there be first aid on site?

There is a first aid point within the skate exchange area.  In the unlikely event you or a member of your party should need first aid treatment, please alert a member of staff.  A first aider / medic will be able to assist as required.  Please advise a member of staff if you have injured yourself.  We will need to take some basic details at this time.

- Can I practice ice skating tricks on the rink?

No, this rink is provided as a municipal rink, and specifically caters for mixed abilities and mixed ages.  All skaters are advised that professional maneuvers such as skating at high speeds, skating backwards, spins, jumps, throw jumps etc., are not permitted on this temporary rink. This rink and its ice surface is intended for general use only, and provided for skaters of mixed abilities.  Skaters found performing professional maneuvers such as skating at high speeds, skating backwards, spins, jumps, throw jumps etc. will be asked to leave the rink with no refund.

- What happens if there is anti-social behaviour on the ice rink?

Anti-social behavior of any kind will not be tolerated and those responsible will be removed from the Imperial Gardens and apprehended, with no refunds given. Offenders may also face prosecution by Gloucestershire Police.

- Is there a lost property?

Lost property stays onsite in the box office for six weeks post event, items are then disposed of it not claimed. Please contact info@ice-skate.co.uk or call 01242 651050 with your lost property details.  

- Can I smoke or use e-cigarettes at the ice rink?

No, smoking or e-cigarettes / vaping are not permitted within the skate exchange building or other covered areas.  Smoking whilst skating on the ice is strictly prohibited.

- What happens if I have an accident whilst skating?

Ice skating is a sporting activity.  All sports carry associated risks.  When participating in any sport the participant does so at their own free will, understands the risks associated with the sport and has made a conscientious decision to engage in the activity.  Therefore, whilst on-ice and actively engaging in the sport, minor falls, bumps and slips are deemed as self-inflicted.  Please ensure that you report any accident, no matter how slight to a member of our rink staff.

Waiver of liability:

All slips, trips, falls and resulting injuries whilst skating, or being on the ice, will be the fault of the individual participant/s. The Rink Operators and or Event Organizers shall not legally be culpable.

The rink operator and event organisers, advises all participants to fully understand the risk associated with skating and or being upon the ice before entering the ice rink / pad.  By entering the ice rink / pad all participants consent to waive all claims for damages against the rink operator and or event organiser.

Skating or entering onto the ice rink / pad is done entirely at your own risk.  The rink operator, management or event organiser will not be responsible for any accident, damages, losses or injury however incurred.

Both Skaters / Participants and Spectators understand and agree to the following:

By engaging in the sport of skating, or by entering onto the ice rink or ice pad that skaters, participants and spectators are deemed to have knowledge of the associated risks, and assume the risks of skating and the risks associated with ice surfaces (slippery surface) which include but are not limited to –

a) Injuries that result from collision or contact with other skaters or other individuals who are on the skating surface.

b) Injuries that result from slips, trips and falls

c) Injuries that involve objects or artificial structures that are within the properly intended path of travel of the skaters.

- Can I claim compensation for incidents on the rink?

No, the common law doctrine (commo law in England & Wales) “Volenti non fit injuria” is applied to all activities and incidents that occur on the ice rink.  The doctrine states; that if someone willingly places themselves in a position where harm might result, knowing that some degree of harm might result from being upon the ice surface, they are not able to bring a claim against the other party in tort or delict.  All skaters / participants and persons, voluntary assume all risks associated with skating or being on the ice surface, and consent to all risks associated with skating and / or being upon the ice rink.

- Will there be CCTV in operation?

CCTV shall be in use throughout the ice rink facility, including the ice rink surface itself.  Images are recorded 24 hours a day for safety, security and insurance purposes.