FAQ Get Help

1: How to print my ticket?
There are three ways you can print your tickets.
1. From the link in the confirmation email.
2. Login to Login and you will find My Account Section there. There your transaction history is available with option to print your ticket.
3. Go to TraceTkt and provide your booking code and booking email to trace that ticket and print it.
2: How to change my booking Date?
1: Visit your My Account section at Login.
2: Browse to my bookings.
3: Click on change date button on respective booking.
4: It will redirect you to change session page and give you option to change date and time.
5: Change to your desired session.
6: Re-Print the ticket from the booking list.
3: How do you submit discounts or promotional offers?
1: Discounts and promotional offers are specific to codes available. Keep your discount/ promo code handy while booking.
2: At time of booking there is a section to submit your promo code at the end.
3: Submit your discount code here. 'Click To Apply'.
4: Click 'Continue to Purchase' and your total at checkout will reflect the discount.
4: What if my ticket is Pending?
1: Go to My Account section at Login.
2: Browse to my bookings.
3: Click on 'Cancel Booking'.
4: Start a new booking.
System will auto cancel ticket after 30 minutes.
5: I didn’t receive a verification email.
1: Check your junk or spam mailbox.
2: If no receipt, Click on the forgot password to reset your password & activate your account.
3: Follow instructions in verification email.
6: Is ice skating included with my igloo booking?
No, ice skating can be purchased separately, or be added to your igloo booking.
7: Can I book an igloo & ice skating together?
Igloo packages and ice-skating sessions can be booked together. We recommend booking your ice-skating session in a time slot prior to your igloo booking to ensure you are permitted onto the rink. We do not allow customers affected by alcohol onto the rink.
8: How long is my igloo booking for?
Each igloo booking is for 1 hour, 45 minutes. If there is no booking in your igloo immediately after you, ask our friendly staff if you can stay a little longer.
9: How many people can fit in one igloo?
Due to COVID-19 capacity restrictions the maximum capacities will differ depending on the state you’re in. In Melbourne, Parramatta, Perth & Brisbane a maximum of 5 people can fit in each igloo. In Adelaide a maximum of 8 people can fit in each igloo. Due to COVID-19 restrictions, these maximum capacities cannot be increased unless we are advised by government advice.
10: Is there a minimum booking requirement for the igloos?
The minimum number to book an igloo is 2 guests. We have limited number of igloos available for groups of 2.
11: Can I order more food & drinks while I’m in the igloos?
Absolutely! Menus will be provided in the igloos, and our friendly hosts will circulate to service the igloos. Otherwise, you are welcome to order at the bar.
12: How much does it cost to attend The Winter Village?
Entry is free. Ice skating sessions & Igloo packages can be purchased on the day, however to ensure you secure your preferred date/time online bookings are highly recommended.
13: How long is each skating session?
Each session is 45 minutes. They occur on the hour, with the final 15 minutes allocated to cleaning the ice ready for the next session.
14: Can I book a double ice-skating session?
Each session starts on the hour, sessions are 45 minutes followed by a 15-minute interval which we use to maintain the ice. You can book two sessions however you will need to vacate the ice for 15 minutes in between the sessions.
15: Is this event child-friendly? Do they have to leave the event at a certain time?
The Winter Village is a child-friendly event however all minors must always be accompanied by a parent or guardian. Children and underage guests do not need to leave the event by a certain time, however we require minors to be accompanied by a parent or guardian at all times whilst at the event.
16: Is there a minimum age limit on ice skating?
No child under the age of 3 is premitted on the ice rink. Children between the ages of 3 – 5 are required to be accompanied by a parent/guardian on the rink at all times during the skating session. All children are required to wear a helmet on the ice, and skating aids are available should you require.
17: Are children allowed in the igloos?
Yes! It is the perfect spot for a family. We have kids menu packages available all day ($15 per child includes a main meal & a drink). These can be purchased online with all adult igloo packages.
18: Can I bring my dog to the event?
Whilst we love animals, The Winter Village is an animal free zone. This is of course excluding support animals.
19: Are igloos accessible for prams, walking aids and wheelchairs?
Yes, all igloos are accessible. Should you have prams, we recommend parking these out the front of your igloo and utilising the couches and armchairs for your group.
20: I have some dietary requirements; do you cater for me?
We offer a range of gluten friendly, dairy free, vegetarian and options that can be made vegan across our menu. Please note, items are prepared in a shared environment, so we cannot 100% guarantee no trace elements. The activation is also nut free to ensure no contamination.
21: I want to add an extra person in my current Igloo Booking?
If booked Igloo has capacity left you can add it via following these steps. Go to my account and against your booking Igloo icon will appear. It will take you to the page where you have the option to add extra packages. Completing this transaction will create a supplement ticket. Take original and supplementary tickets at the venue.
22: What payment options are available at the event?
The Winter Village is a cashless event; we accept all major credit cards.