Trust offers refunds for Winchester Great Hall Santa's Grotto

Hampshire Cultural Trust will offer full refunds to anyone yet to visit the new grotto experience at the Great Hall in Winchester after it received criticism for looking fake.

The new grotto has replaced the long-standing Father Christmas and Grand Elf events it has held in previous years.

Southampton mum-of-two Kirsty purchased tickets for her and her family later this month but said they would not attend and had been refused a refund.

She told the Echo: "We've been every year since our eldest was a baby and the Santa was great, so realistic, but the new one couldn't look more fake if he tried."

READ MORE: Families set to report 'fake Santa' to Trading Standards over grotto changes

This year's new Father Christmas at the Great Hall (Image: Hampshire Cultural Trust) Responding to the complaints, the Hampshire Cultural Trust has blamed the disappointment on the use of stock images to promote the event, as well as external websites using photos from past Father Christmas events the trust has held.

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A message on the Hampshire Cultural Trust website says: "From feedback sent to us directly and comments on our social media channels, we are aware that some of our customers have expressed disappointment that the Santa's Grotto at The Great Hall is a different experience to the one offered last year, particularly that the Father Christmas is not the same one who has greeted children previously.

"Some customers have fed back to us that this was not made clear in our publicity for the event, specifically with reference to the images that we have used to promote it.

"This year’s Santa experience at The Great Hall is brand new and does offer some great new additions which expand the offer.

"At no point have we suggested that this year’s experience was the same as that delivered by the previous operator, and we absolutely refute suggestions that it has been mis-sold. However, following the feedback we've received, we accept that some customers who have visited in previous years made a booking this year on the assumption that it would be the same format that they enjoyed before."

Organisers also acknowledged "teething problems" during the first weekend of opening, but that they are "working hard" to resolve issues.

"As a gesture of goodwill for any customer who has not yet visited and who booked tickets on the assumption that the experience would be the same as previous years, we are offering a full refund on your tickets. Please contact us with proof of purchase at info@historicwinchester.co.uk."

Taking to social media to voice concerns, Claire Partridge accused organisers of 'selling out' and 'ruining a magical experience', while Matthew James Fernandez said he was 'gutted' at the change from the previous Father Christmas who was 'the real deal' and the reason his family travel to Winchester each December, adding that the replacement has 'big boots to fill'.