Frequently
Asked Questions
PostponementPostponement
Due to recent world events which have affected safety and security in the area near our venue, we’ve made the decision, in consultation with the Royal Borough of Kensington & Chelsea and the Police, to postpone this winter’s event at Kensington Palace to next year.
While having to take this decision disappoints us all greatly, the safety and security of our visitors is always our priority.
If you are an existing ticket holder, you will be sent an email on 31 October 2023 with further information regarding your refund options.
You will be able to quickly and easily request a refund online. Information on how to do so will be emailed to all ticket holders on 31 October 2023.
Once dates are confirmed for winter 2024, we will make an announcement and post them on our website. Existing ticket holders who have opted to keep their tickets until next year’s launch will have priority access to booking slots.
Please email [email protected] for any questions or concerns you may have.
Ticketing/Entry
A skating ticket includes a skating session, skate rental, and access to the grounds and all traders and attractions within.
A general access ticket will grant access to the venue grounds and everything within with no skating session.
VIP tickets will include the above plus fast track entry, entry to the VIP lounge, use of the VIP skate exchange and more.
For full information on what each ticket includes please see our Ticket Info page: https://iceatkensingtonpalace.co.uk/ticket-info/
Children under 14 years of age must be accompanied by an adult for entry to the event site. Wristbands will be provided.
Ice Rink
The minimum age to skate at ICE is 3 years old.
Skaters aged between 3 and 9 inclusive must be accompanied by an adult (18+) on the ice.
Children between 10 and 13 years of age must be accompanied and monitored by an adult (18+) within the ice rink viewing area at all times.
Additional info
One adult may monitor up to 5 children.
Undertake ice skating at your own risk. ICE is not responsible for the personal safety of guests.
Ice skating is not recommended for anyone with a serious illness, heart condition, or pregnant mothers.
As per our terms and conditions, we are unable to offer refunds or reschedule bookings. Please bear this in mind when planning and booking your visit. We do offer additional Booking Protection which will insure your booking if you can’t attend due to reasons covered by the policy – please see “What is booking protection?” in this FAQ for more info.
If you opt to include booking protection with your purchase you may be entitled to a refund if you cannot attend for reasons which are covered by the booking protection policy (i.e. personal illness, transportation breakdown, jury duty).
This protection is provided by an external partner, Booking Protect, who will handle all enquiries and refund applications. Their website is https://bookingprotect.com/
Yes! Book ice skating tickets for two adults and two children and a family discount will automatically be applied.
Yes! Book between 11 and 30 tickets to receive an automatic 10% discount on all tickets.
For larger groups including schools and tour groups drop us an email at [email protected] so we can discuss your requirements and how we can help.
Try the Find My Ticket tool: https://event.bookitbee.com/find-tickets/
If you’re still having trouble, get in touch at [email protected]
No, there is no re-admission to the site once you leave.
Only food and drink from our grounds may be consumed on site. You may bring a sealed bottle of drinking water or an empty bottle to fill up from the water we will have available. Please do not eat or drink on the ice.
Skating
Skates are available from sizes ranging from J8 – adult 15. These are provided on a first-come, first-served basis.
Yes – you are more than welcome to bring your own skates. Please note skates can only be worn in the skate exchange and on the rink.
There are no restrictions on height or size, but children under the age of 3 are not allowed in the rink.
We will have skate aids available at the rink for the use of children under 120cm tall. Please note they are subject to availability on a first come first serve basis, so we recommend pre-booking online as numbers are limited.
The team onsite may check the children’s height before issuing a skate aid so please ensure they are under 120cm tall prior to ticket purchase, as we are not able to issue refunds on skate aid bookings.
A skating slot is up to 45 minutes long.
Please wear warm, durable clothes, which are suitable for weather on the day of your visit. Please note, although the rink does have a roof cover, it is open sided and areas of the site are open air.
Yes, our skate marshals will be on the ice at every session to monitor safe skating.
Of course! The sides of the rink are open and you can get a good view with either a General Admission ticket or an even better view from the VIP balcony.
There will be storage facilities available for a charge. Please note we cannot take any liability for lost/stolen belongings.
The ice rink has a roof which will protect from weather. The venue/grounds are outside so dress appropriately for the weather on the day of your visit.
We’ll have skate aids and helmets available for children to make use of. Please note they are of limited availability and will be issued on a first come, first serve basis. You are also very welcome to bring your own safety gear.
You may join your skating session after it has started, but we can’t provide extended sessions or re-booking for late arrivals. Please ensure you arrive in good time for your skating session (15-30 minutes prior) and check for travel disruptions ahead of your visit.
Grounds
Yes – you can book a general entry ticket for access to all our shops and attractions without an ice skating ticket.
Skating sessions are 45 minutes long. Access to the grounds/VIP lounge are in three daily sessions of 9:30AM-1:30PM, 1:30PM-5:30PM and 5:30PM-9:30PM.
VIP
VIP skating tickets will include a 45 minute skating session plus fast track entry, entry to the VIP lounge, use of the VIP skate exchange and more.
For full information on what each ticket includes please see our Ticket Info page: https://iceatkensingtonpalace.co.uk/ticket-info/
Yes! Please email [email protected] to get started.
Chairman's Box / Hospitality
The Chairman’s Box is a private room with a balcony, for up to 50 of your invited guests, within Cecconi’s VIP Lounge on the first floor. Includes ice skating, standing buffet and house drinks.
For more information and booking please see our Ticket Info page: https://iceatkensingtonpalace.co.uk/ticket-info/
We are delighted to welcome hospitality bookings and have a range of options available, from large group bookings and use of the Chairman’s Box to bespoke solutions for exclusive events. Drop us an email at [email protected] to discuss how we can create a magical winter experience for you and yours!
Travel
ICE at Kensington Palace
Kensington Palace Grounds, Bayswater Road, London, W8 4QP United Kingdom
Queensway is the closest underground station, served by the Central Line.
Notting Hill Gate is also very close, served by the Central, District and Circle lines.
For more information, you can visit TFL’s nearby transport map.
No, there is no parking on-site.
Yes, we will have bike rack space available. For additonal nearby storage, see the City of Westminster’s Cycle Parking Map.
Accessibility
We strive to make our ice rink and venue as accessible as possible to everyone. To this end we are delighted to be offering free tickets for companions and carers to accompany those people whose visit would not be possible without them.
We offer one (1) companion ticket, free of charge, to provide support you need and additional assistance during the event.
To book this, head to our booking form and select two adult tickets, and use the code CARER100 on the booking page and we’ll discount your order accordingly.
You may be asked to provide documentation upon arrival at the event. Documentation includes but is not limited to documentation proving receipt of DLA, PIP, or Attendance Allowance, BD8 or CVI Certificate, or a personal letter from a GP, community nurse, social worker or consultation letter.
If you have any questions, please email [email protected] and we will endeavour to respond to your enquiry as soon as possible.
The ice rink is wheelchair accessible, providing wheelchair users are accompanied by a companion. We are not able to provide dedicated support or additional staff at the rink.
If you have any questions about access, feel free to drop us an email at [email protected]
Contact
Please email [email protected] and we will endeavour to respond to your enquiry as soon as possible.
