Bank Holiday Monday

1. The ticket holder voluntarily assumes all risks and danger incidental to the event for which the ticket is issued, whether occurring prior, during or after the event. The ticket holder voluntarily agrees that the management, venue, event participants, DesignMyNight (WFL Media Ltd) and all of their respective agents, officers, directors, owners and employers are expressly released by the ticket holder from any claims arising from such causes.
2. Tickets are issued subject to the rules and regulations of the venue.
3. Please check your tickets, as mistakes cannot always be rectified.
4. Occasionally, events are cancelled or postponed by the promoter, team, performer or venue for a variety of reasons. If the event is cancelled, please contact us for information on receiving a refund from the responsible party. If the event was moved or rescheduled, the venue or promoter may set refund limitations. It is your responsibility to ascertain the date and time of any rearranged event.
5. The venue reserves the right to refuse admission and may on occasion have to conduct security searches to ensure the safety of the patrons.
6. Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
7. We regret that tickets cannot be exchanged or refunded after purchase.
8. Tickets are sold subject to the venue or promoter's right to alter or vary the programme due to events or circumstances beyond its control without being obliged to refund monies or exchange tickets.
9. If this ticket is re-sold or transferred for profit or commercial gain by anyone other than the promoter, venue management, DesignMyNight or one of their authorised sub-agents, it will become voidable and the holder may be
refused entry to or ejected from the venue.
10. The venue may operate a No Smoking Policy.
11. The promoter, venue management and DesignMyNight accept no responsibility for any personal property.
12. The event listed on the purchased ticket is strictly for ticket holders who are over 18 years of age. Identification may be required.

TICKETING

Refund and Cancellation Policy:
Book with confidence at Pergola Paddington. Should Pergola need to close due to Covid-19 restrictions, full refunds will be provided. If at any point Pergola Paddington is unable to open due to newly announced government guidance all ticket holders will be notified, and full refunds will be issued.

Deck The Halls is a ticketed event, we are unable to offer refunds for change of mind or if you purchase tickets to the wrong date or session time. Please ensure you check booking details carefully before purchasing.

Do I need a ticket to gain entry?

Deck the Halls is a ticketed event, so you will need a ticket to gain entry to the main event downstairs. This is where the entertainment and DJs will be and is also where our restaurants are located.
Our upstairs terrace will be available for walk-ins on a first come, first served basis. Guests arriving to this area will not be granted access to the Alpine Hall downstairs. This area will be reserved for ticket holders only.

Can I purchase Tickets on the door?
Should tickets be available on the day you visit they can be purchased on the door. We expect to be sold out across most dates throughout the winter season including all Friday evenings and weekends so best to purchase your tickets in advance in order to avoid disappointment.


What comes with my ticket?

We have a number of ticket types available for Deck the Halls. You can find full information of what is included in each ticket listed under the ticket type before you purchase.


How many people can I bring if I have purchased a Tanqueray Cabin?

The tickets will include entry for up to 8 guests with 8 gin cocktails, the large cabin will include entry for up to 16 guests with 16 gin cocktails

I have tickets for the daytime session, can I stay for after 5pm?
Yes, provided the evening session is not sold out. This is at venue discretion on the day.

Can I change the drink option?

We are unable to change the drink option

Are children allowed to join the event and do they need to purchase tickets?

Under 10’s go free every day except Saturday where tickets are required.
On Saturdays, our busiest night, we are unable to accept children after 5pm.

Can I book a table in the Winter Forest?

The winter forest area which is located on the upstairs terrace will be for walk ins only – we welcome walk ins on a first come first serve basis, please note no entry is guaranteed but if you are in the area please drop by and our team will do their best to find you a spot


Can I reserve a table?

In the spirit of Christmas, seating at Deck The Halls is communal. However, if you are a party of 20+, please contact us once you have purchased your tickets and we will endeavour to reserve you an area.

What time can I join?

We will be running 2 time slots, 12-5pm and 5:30pm-close
Entry is guaranteed until 1:30pm for the early session and 9:30pm for the evening session.
We do encourage you to arrive as early as possible to grab the best spot and to take full advantage of your ticket. Entry to the event after the admission times is at the discretion of venue management on the day.


Can I book 2 time slots?

Of course, you will need to purchase tickets to both sessions, however. The venue may ask guests who have purchased tickets both sessions to leave the venue at the conclusion of the daytime session and come back for the evening session. This will be at the discretion of venue management on the day in order to be fair to all guests wishing to join us.

I need to change my ticket. What do I do?

Please email our team at contact@pergolapaddington.com with your request and we will do our best to accommodate your request. We require 48 hours’ notice for any changes.

The website says tickets are sold out on the date I want to visit. Is there anyway I can still come?

Yes, we quite often receive ticket cancellations as we allow date changes where possible. Available tickets will automatically be added onto the ticketing platform as they become available – the best way to check is to visit the website. Alternatively, we have walk in tables available which are assigned on a first come, first served basis however these are located on the upstairs terrace and not in the main Alpine Hall.

VENUE QUERIES
Are you an outdoors venue?
Pergola Paddington is an outdoor terrace venue which is covered from the elements and new for 2021, heated to keep you warm in the colder months.

What areas are available and how do they differ?

Alpine Hall – This is our main area at Pergola Paddington and is best described as an Alpine Hall with lots and lots of tables and seating. The area is covered from the elements and heated for Winter.

Tanqueray Cabins – We have private Winter Cabins available to book. These are suitable for up to 8 people to use for seating and standing. They are located within the Alpine Hall on the ground level at Pergola Paddington and overlook all the excitement and action of the Alpine Hall.

Winter Chalet – Our Semi-Private Winter Chalet is located in the corner of our Alpine Hall. It makes for a cosy celebration space and suitable for larger bookings. The Chalet can accommodate up 30-50
Winter Forest – located on the upper terrace and available for walk-ins only. Guests joining us in this space will not be given access to the Alpine Hall.

Is Pergola Paddington wheelchair accessible?

Yes, we are fully accessible for wheelchair users. Including toilet facilities & two lifts. If you require any special assistance, please do let us know in advance.

FOOD & BEVERAGE

Can I pre order drinks or packages?

We have drinks packages available for large groups, our team will be in touch ahead of your visit with menus and information on how you can pre-order drinks packages.

How many bars are there?

We have 2 bars, one very large one on the ground floor in the Alpine Hall & another on the upstairs terrace.


Can I pre-order food?

While we don’t offer food for pre-order, there are plenty of options available from our Kitchen traders perfect for any sized group, click here to see our current menus.

How many restaurants are there?

We have amazing restaurants. All will be offering up a fantastic range of winter classics and alpine style dishes, click here to see current menus from our amazing food partners.

What about if we just want drinks?

You are more than welcome to just enjoy drinks.

Can I order food vouchers?

We can arrange food vouchers in advance for groups of 20 guests or more. These can be used at any of the restaurants. Food vouchers need to be requested and paid for in advance with a minimum of 7 days’ notice.
We do not take pre-orders for food.

Can I run a tab?

Yes, you are welcome to set up a tab. We can get this set up on arrival with our team (photo ID required) or if you would like to pre-pay please contact our reservations team for assistance.

Can I bring my own food or drink with me?

We don’t allow any external food or drink to be consumed on site. We also don’t allow any drinks that have been purchased onsite to be taken off site.

Do your restaurants cater for allergies & intolerances?

Yes, but please make us aware in advance if you have a severe allergy as we

GENERAL FAQ’s

Can I bring my baby/child with me?

Yes, we welcome children between the hours of 12-5pm, we just ask that you make sure they are being supervised by an adult at all times. On Saturday evenings, we ask that all children have vacated by 5pm.

Do you have highchairs?

Yes, we do have highchairs available. You can either request this when booking or ask the host on arrival.

Can I bring a pushchair/buggy with me?

Yes, please let us know in advance & we will arrange for you to have a table with a little more space around it.

Do you have a dress code?

We are relaxed! You can come as smart or as casual as you wish. We advise against wearing stilettos as the floor has some gaps which may damage the heal. Dress up warm, although we do have newly installed heating!

Do you have a cloakroom?

No, unfortunately not.

I think I have lost something at your venue, who do I contact?

Please contact the reservations team outlining as much information about the lost item on contact@pergolapaddington.com

Can I smoke on site?

Yes, we have a designated smoking area.

Do you accept AMEX?

Yes, we accept all cards, including AMEX.

Do you play music?

Yes! We have atmospheric music playing in the background. Please refer to individual event listings for more information on our DJ and entertainment offering.

How do I find you?

Please refer to our “how to get to us” page, there are downloadable maps, our address & directions.

Where do I ask my taxi to drop/pick me up?

Order your taxi to Sheldon Square (W9 2PY) where a security guard will redirect your cab to the other side of Pergola Paddington, where you will be dropped off/picked up. If you have ordered a taxi to pick you up from Pergola, please head downstairs to the left where it is clearly signposted. You can also ask a member of staff for help.

What happens when I arrive?

Please find the reservations desk & they will scan your ticket direct you to your table or show you to a spot in the Winter Forest if you have joined us as a walk-in. Our team will be on hand to help you with any requirements.