Illuminate will be held at Guildford Castle, Castle St, Guildford GU1 3SX

We highly recommend purchasing tickets in advance. We're expecting the majority of sessions to sell out in advance. We will have the option to purchase tickets on the day, if available, at an increased price of £10 per child & £15 per adult.

Please click here to be re-directed to our ticketing outlet.

Once you have completed your purchase, tickets will be emailed to you within 5 minutes of order confirmation. If you've booked for multiple people, FIXR allows you to 'transfer' tickets to others for free. If your tickets have not arrived after 48 hours, please feel free to email team@fixr.co to re-send confirmation.

Those who have purchased the 'Flexi Ticket' option on check out are given the ability to change their bookings. If you have not chosen this option, bookings cannot be changed.

For terms and conditions of our Flexi Ticket scheme, please click here

We cannot process date or time changes within 7 days of your booking if you have purchased Flexi Tickets.

We do not offer any discounts sadly.

Yes, Illuminate is offering a Media Admission Program for 2025. Please click here for information.

With a number of factors effecting the speed of your visit, we'd anticipate the trail taking 30-40 minutes to complete.

We are open from Saturday 15th November all the way through to Sunday 4th January. Please note that we'll be closed for Christmas day.

The trail is located outside. We have tree cover for sections of the trail along with ground lighting to ensure you can see where you're going! Please dress appropriately and take note of the weather forecast before coming.

We will have a selection of hot and cold drinks available inside the trail along with marshmallow toasting. We are also excited to announce a brand new Alpine Village, located outside the gates of Illuminate offering festive treats, warm drinks & marshmallow toasting. Perfect for before or after your visit!

Please note that once you pass the marshmallow toasting & bar inside Illuminate, you CANNOT return to the bar or marshmallow toasting stations later on. For food, we recommend visiting Guildford high street and partnering restaurants before or after your visit. Head over to our 'Visit Guildford' page for more information.

Due to the size of the trail, we only allow assistance dogs on site.

Guildford offers a range of car parks located 5-10 minute walk from the entrance of Illuminate. Please visit our 'parking' page for more information on where to park.

Photos on Iphones or small camera's are allowed. Large DSLR camera's will not be permitted into the event. Drone's are not permitted at the event.

We will try and be as accommodating as possible to move you into a later slot however, this is dependent on availability.

The event will go ahead if it rains. Please bring wet weather clothing if its raining.

Once tickets have been purchased, we cannot offer an exchange or refund. We are able to change tickets to new dates at a cost. Please also note that if the site has to be closed for safety reasons, alternative dates will be offered to those effected. If you cannot make an alternative date offered, refunds will be considered on a case by case basis.

Refunds will not be issued because of bad weather.

If you purchased TicketPlan insurance, please be aware that this is a third-party insurance service operated through FIXR on a national scale. We do not directly handle any TicketPlan claims, cancellations, or refunds.

All claims must be made directly through TicketPlan, following their official guidelines (this is only available if you purchased TicketPlan protection).

For full details on how to submit a TicketPlan claim, please visit the FIXR help article here: https://help.fixr.co/en/articles/7182899-i-purchased-ticketplan-can-i-have-a-refund

Think of TicketPlan like travel insurance you buy through an airline. You decide to purchase it at the same time as your ticket, but the airline doesn’t handle your insurance claim - the insurance company does. It works exactly the same here: you buy TicketPlan through FIXR, but any refund requests or claims must go directly through TicketPlan.

Flicker, laser, strobe lights and other lighting effects may be used on the installations.

WARNING: Excessive slopes for wheelchairs. Use caution. This Castle is built on a hill.

Illuminate Guildford will be step free however, we have sections of the site that are extremely steep and may require others to assist those in wheelchairs on navigating the slopes. Turning on these hills may cause your wheelchair to tip. We will have staff on hand to help assist those at these specific locations. Motorised scooters or motorised wheelchairs are not recommended.

Yes, we do. Please use the following link to submit your request: https://www.illuminateguildford.co.uk/personal-assistance-ticket-scheme

Supporting evidence to show that a carer is required will be needed in order to claim your free carer ticket under our Personal Assistance Ticket Scheme terms and conditions. Evidence includes CredAbility’s Access Card with the +1 symbol, along with other supporting documentation. Please do not apply unless you have the documentation outlined, as applications cannot be approved without it.

If approved, PA/carer tickets are automatically sent to your email. Please note that we are unable to fast-track applications due to demand. We keep a separate allocation of these tickets, so if your chosen time slot sells out, your approved PA/carer ticket will still be valid.

Carer ticket applications can take up to 10 working days to be issued. You are welcome to make your booking in the meantime while we process your request. If 10 days have passed and you have not received a ticket or any communication, your application has been declined.

Yes, those that are in possession of a child ticket will require an adult over the age of 18 to accompany them into Illuminate.

Yes you can however, we recommend carriers for young children if possible. We have a number of steep inclines that some may struggle to get up with pushchairs.

We’re pleased to offer Flexi Tickets - a simple way to change your booking, because we know plans can sometimes change! Flexi Tickets allow you to reschedule your entire booking up to 7 days before your original visit date.

Please note: You will not be able to alter your booking if you have not purchased a Flexi Ticket.

How far in advance do I need to request a change?

• Flexi Ticket holders can change their booking up to 7 days before their original visit date.

• Your new date must be at least 7 days from the day you submit your request.(Our customer service team operates Monday–Friday, 9am–5pm.)

• Requests made within 7 days of your original visit cannot be accepted.

How do I know if my preferred new date is available?

• It is the ticket holder’s responsibility to check availability before submitting a request. If you request a fully booked session, your request will be declined and you will need to submit a new request.

Does the Flexi-Ticket apply to my whole order?

• Yes. One Flexi Ticket covers one full booking, provided the lead name matches the entrance ticket holder’s name.
  

Can I book a Flexi-Ticket after I've already booked?

• Yes - if you didn’t purchase a Flexi Ticket originally, you can add one up to 10 days before your original booking date. After this point, Flexi Tickets can no longer be added to an existing order.

What happens after I submit a Flexi-Ticket request?

• Once you’ve submitted a Flexi Ticket request, your booking will be automatically processed, and new tickets will be issued for your chosen date (subject to availability). This can take up to 5 working days.

• If your booking does not have a Flexi Ticket associated with it, your request will be declined, and you will receive communication advising you to purchase a Flexi Ticket (if you are still within the eligible timeframe).

• Your old tickets will be voided once approved, and your new tickets will be sent directly to your email via FIXR.

How do I re-schedule my booking if I have a Flexi-Ticket?

• If you have a Flexi Ticket, you can reschedule your booking by visiting: www.illuminateguildford.co.uk/bookingreschedule

We will have a selection of hot and cold drinks available at both the start and end of the trail, along with marshmallow toasting. There will also be one food stall serving sweet treats at the beginning and end of the trail before you enter in our Alpine Village.

Marshmallow toasting will be available at the start in the Alpine Village and again mid-trail at the toasting station by the fibre optic trees.