Frequently Asked Questions
Our FAQs section is the perfect place to find out the answer to an enquiry you may have. Of course, if you don’t find the answer you are looking for, then you can always contact us. Usually, the best thing to do is to get in touch with your local playcentre.
General
Why do I need to Book Online?
To ensure comfortable and safe capacity limits, 2-hour timed customer sessions are in place. We are only able to accept ‘walk in’ bookings on the door if the session is available and capacity allows. We also recommend booking online as an additional charge of £1 per person applies to on the door bookings during peak sessions. Booking online, in advance guarantees your space, so there are no disappointed children!
Are you running New School Starter sessions this Summer?
We are indeed! Sessions will run for the first two weeks of August for selected schools in the area. For dates, times and schools, please click the relevant link below:
Will all areas of Snakes and Ladders be open?
Depending on the weather, access to the outdoor play area (Brentford) may be restricted for safety reasons.
I have a Complimentary Ticket. How do I arrange my visit?
Please see the email instructions sent to you along with your complimentary voucher, regarding how to redeem it. Please contact your local centre if you need assistance.
What are your opening hours?/What are the available sessions?
Open 7 days a week for the following daily sessions:
Off Peak Sessions
Mondays: 9:30-11:30, 11:45-13:45, 14:00-16:00, 16:15-18:15
Tuesdays: 9:30-11:30, 11:45-13:45, 16:15-18:15
(closed on Tuesdays during off peak/termtime summer months)
Wednesdays: 9:30-11:30, 11:45-13:45, (SEN Session Only 16:15-18:15)
Thursdays & Fridays: 9:30-11:30, 11:45-13:45, 14:00-16:00, 16:15-18:15
Peak Sessions
Weekends & School Holidays: 9:30-11:30, 11:45-13:45, 14:00-16:00, 16:15-18:15
Early closing on Christmas Eve and New Years Eve 4pm. Open 11:45am on New Year’s Day Closed Christmas Day & Boxing Day.
We welcome children aged 12 and under. We suggest allowing one adult for every 5 children. Please remember to wear socks!
We reserve the right to cancel play sessions and re-schedule bookings if the weather conditions result in limited demand.
Exclusive Hire
If you’d like to arrange a private booking with exclusive use of the facilities at Snakes and Ladders, please contact our team directly to discuss. Contact us!
What if I need to reschedule my booking?
You can view or amend upcoming booking details on our website.
1. Login using your email address and password here. If you have booked with us previously, you should already have an account. If you can’t remember your password, click to ‘Reset Password’ and follow the instructions.
2. Under ‘My bookings & vouchers’ in the menu (click to open the drop down menu on a smartphone), select ‘Upcoming Bookings’.
3. From here you will be able to manage and move your visit up until 12:00am on the day of the booking.
If you are unable to reschedule your booking online, please contact your local centre up until 3pm on the day before your booking is due to take place, to rebook free of charge. Cancellations made after this time will not be rebooked.
Tickets are subject to availability and are non-refundable.
How can I buy a Gift Voucher?
Gift vouchers can be purchased via our online booking system. Gift vouchers are sent to you via email making it even less fuss to organise the perfect gift!
Click here to purchase gift vouchers online now.
To redeem your gift voucher, please follow the normal booking process online. You will be able to enter your gift voucher details at the payment stage.
Are you running term time SEN sessions?
Yes! Enjoy a relaxed atmosphere during our SEN sessions which are dedicated to children aged 0-12 years with all types of disabilities and special educational needs. Find out more about the SEN session here.
How do you determine what is ‘Term Time’?
We align our prices with state school term dates.
Do you accept discount card schemes?
Snakes & Ladders offers concessionary pricing under the MAX card, Defence Discount Service and Blue Light schemes. One free adult entry with a full paying child, per cardholder. Please visit the relevant discount provider’s website for details on how to apply the discount to your booking.
Can I book a Birthday Party?
Enjoy a 2 hour play party with:
- Access to a fabulous themed party room for the final 45 minutes
- Hot food and an ice lolly for each child
- And of course, all the fun of our amazing Indoor Adventure Playcentre!
- Optional extras for kids and adults will be available to add on too!
We expect popular dates to sell out quickly, so we recommend you book as soon as possible to secure your preferred date.
Rules of Play
What clothing should be worn?
Who supervises the children?
While Snakes and Ladders staff and management endeavour to ensure the safety of all visitors, it remains the responsibility of accompanying adults to supervise the children in their care while visiting the facility. All children must be accompanied by a responsible adult (aged 18+) and remain on the responsibility of said adult at all times.
What sanitisation and cleaning procedures do you have in place?
On arrival and departure and on entry and exit to the Play Frame, we advise that all customers sanitise or wash their hands. It is also recommended that you wash them regularly throughout your play session.
In between rotational deep cleaning, we carry out additional cleaning in between sessions and throughout the day.
If I or a member of my group is unwell on the day we have booked to visit, what should we do?
Customers who are unwell should not visit the centre for at least 48 hours. Customers who become unwell
whilst in the centre, must please leave the centre immediately and must not use the play equipment. Parents and guardians must ensure that children stay hydrated and do not become overheated.
What are the safety rules?
Do you have a behaviour policy?
We understand that children love to have fun and express themselves in different ways, however, any child who behaves in an aggressive manner or continually breaks the safety rules will be brought to their accompanying adult to explain the situation. Should the behaviour continue, the family or group will be asked to leave. This is to ensure the safety of all children. Abusive behaviour to our team or other customers will not be tolerated. Please speak to a Duty Manager if you have any further questions.
Food & Drinks
Can I bring my own food?
Customers are reminded not to bring food or drink onto our premises, except for baby food or at the manager’s discretion. No food, drink or chewing gum may be consumed in the play areas.
I have a food allergy/intolerance – can you cater for this?
Please ask a member of our team who can provide allergen information for both the prepacked and non-prepacked food and drink we have available. Unfortunately, we are unable to accommodate specific dietary requests or changes to our standard menu.
We use many ingredients and shared equipment in our kitchens every day. Whilst we do our best to manage the cross contamination of ingredients, we cannot guarantee that our food meets allergen-free levels. Information on our food in relation to the 14 ingredients regarded as allergens by the Food Standards Agency is available on request.
Will we be able to purchase food and drink?
Yes, of course!
Only food and drinks purchased in our Café may be consumed onsite. No food, drinks or chewing gum may be consumed in the play areas.
We kindly ask that all customers assist us in keeping the facility as clean as possible by disposing of any food and drink items in the recycling bins provided.
Each general play admission booking will be allocated one table for the duration of their play session. We regret that we are unable to provide additional tables.
Our Safety Guidance
Please carefully read and adhere to our safety rules to ensure the best and safest experience possible for our guests.
