Wild Winter Lights Frequently Asked Questions

Wild Winter Lights Frequently Asked Questions

What are the hours of the event?
The Walk-Through event is 5:30 p.m. to 9:30 p.m. on select dates listed below beginning November 14th. The event will not be held Thanksgiving, Christmas Eve and Christmas Day. The Drive-Through event will also be offered on select Mondays, Tuesdays and Wednesdays only beginning November 12th from 5:30 p.m. to 9:30 p.m. Last entry into the event is 9:00 p.m. 
 
Wild Winter Lights concludes Sunday, December 30.

Drive-Through dates:
November 12, 13, 19, 20, 26
December 3, 4, 9, 10, 11
 
Walk-Through dates:
November 14, 15, 16, 17, 21, 22, 23, 24, 27, 29, 30
December 1, 5, 6, 7, 8, 12, 13, 14, 15, 16, 17, 18, 19, 20, 21, 22, 23, 26, 27, 28, 29, 30

How much does a ticket cost and when can I buy tickets?
Save on tickets when you purchase in advance. The advanced ticket discounted cost on Walk-Through evening for Zoo members is $21 and $24 for non-members, or a 4-pack for $63 for Zoo members and $73 for non-members. Advance online ticket sales end at 4:30 p.m. on the same day as the event and advance in-person event tickets sales end at 3:00 p.m. at the Box Office. Starting at 5:00 p.m. tickets can be purchased in-person at the Box Office for $27 each. The 4-pack ticket is not available for same-day Box Office sales. Children under 2 are admitted for free.

The Box Office closes at 8:30 p.m. during Walk-Through events. Last entry into the event is 9:00 p.m.

For Drive-Through events, the Box Office will be closed, however tickets are available for purchase online. Drive-Through event dates are sold by the vehicle. Scroll down further to the Drive-Through FAQs for this pricing.

Are group discounts available for the walk-through dates of the event?
Groups of 20 or more people can contact 216.635.3304 for discounted tickets to the event. Advanced notice is required. Discounts do not apply on Drive-Through evenings.

Help! I can’t find my online ticket. What do I do?
Guests will receive eTickets within one hour of an online purchase. If they do not, guests should check their Spam/Clutter/Junk folders. Email providers may flag such purchases with PDF attachments as spam by mistake. Guests that still cannot locate their purchase in their email can call the Zoo at 216.635.3391 to have their tickets resent. On the evening of your event, you can also check in at the Box Office or Guest Resource Center upon arrival to have hard-copy tickets printed.
 
The Box Office is closed during Drive-Through evenings so if you cannot locate your tickets, please notify Zoo staff directing traffic flow.

I purchased tickets online, what do I do next?
Online tickets can be printed or they can be directly scanned off your phone. The barcode on the ticket must be downloaded before arrival. The barcode must be able to be scanned; screenshots of the ticket will not be accepted. If tickets are not able to be printed or downloaded, please refer to FAQ entry “Help! I can’t find my online ticket. What do I do?”
 
What does my ticket include?
Tickets include:

• Admission to Wild Winter Lights. 
• Unlimited access to the Circle of Wildlife Carousel (on Walk-Through nights)
• Unlimited access to 4-D movie viewings of Rudolph (on Walk-Through nights)

This year’s event features hundreds of lighting displays across holiday-themed areas including Enchanted Forest, Swan Lake, Candy Lane, Polar Pathway and Santa’s North Pole Lodge presented by CrossCountry Mortgage. Guests will be able to experience Wild Winter Lights on foot or in their own personal vehicle, depending on which night Walk-Through and Drive-Through experiences are offered, please refer back to the event schedule.

How do Zoo members get their discounted tickets?
Members must log-in on the Cleveland Metroparks Zoo website with both their permanent member number and the last name of the primary member when they purchase tickets in order for the reduced price to appear in their shopping cart. Members that have recently purchased a new membership or renewed an existing membership will experience a delay when trying to immediately use their membership for discounted purchases. Members are permitted to purchase Wild Winter Lights tickets for those covered under their membership package.

What other attractions will be open?
The following attractions will also be open, weather permitting, on Walk-Through evenings:

• Eagle Zip Adventure - Information about the zip line and pricing can be found here. 

• Cleveland Metroparks Railroad - Children ages 3 and under must be accompanied by an adult on the train. Train tickets are $5 per person ages 2 and older. 

Tickets for both Eagle Zip Adventure and Cleveland Metroparks Railroad can be purchased at the 4D Theater Box Office.

Where does the Cleveland Metroparks Railroad board?
The train boards directly in front of Wade Hall. Tickets may be purchased for $5 per person ages 2 and older. 

How long is the ride aboard the Cleveland Metroparks Railroad? How often does the train depart?
Guests can expect the train ride to last 7-10 minutes. The train departs from Wade Hall on average every 15 minutes. The Cleveland Metroparks Railroad operates during the event from 5:30 p.m. to 9:30 p.m.

How can I obtain a Whistle Express Car Wash offer?
Guests can obtain a free month of car wash services, with your purchase of just one wash, by scanning the QR code on-site at the boarding station.

What is a Golden Ticket?
A Golden Ticket is a fun souvenir for children who ride aboard the Cleveland Metroparks Railroad.  The Whistle Express Car Wash exclusive offer is located on the Golden Ticket and can be redeemed by scanning the QR code.

What entertainment will be at the event?
Highlights of this year’s event include dazzling walk-through displays, carousel rides, costumed characters, model train displays, ice carvers, and a light show featuring a massive 50-foot-tall tree. Guests can also take photos with Santa at his workshop and watch Rudolph at the 4-D Theater during the Walk-Through event.

Is there an additional cost to take your photo with Santa?
Guests are welcome to take photos with Santa on their phone or camera at no charge. Photos will also be available for purchase.
 
Does a ticket to Wild Winter Lights also provide entry to regular Zoo hours?
No. Wild Winter Lights tickets are only valid for the evening special event. Daytime admission to the Zoo is a separate ticket. Daytime guests, including members, who also purchased Wild Winter Lights tickets, will need to exit the zoo at 4:00 p.m. and re-enter the Zoo for Wild Winter Lights between 5:30 p.m. and 9:00 p.m. with their special event ticket. 
 
Are there any discounts for children?
Children under 2 are free. Ages 2 and up require a ticket. Families can save by purchasing in advance online before 4:30 p.m. the night of the event.
 
Will I be able to see animals during the event?
Many animals that are cold tolerant and enjoy the cold will have voluntary access to their habitats such as bears, tigers and reindeer. Areas of the Zoo not open during the evening event include Australian Adventure and Primate, Cat & Aquatics. Guests wanting to see animals should visit the Zoo during daytime hours for the best opportunity.
 
Will there be trams?
Tram service will not be available during this event. The light displays are located throughout the lower portion of the Zoo. For guests that require assistance walking, wheelchairs and electric scooters are available for rent through the Main Gift Shop, reservations are suggested at 216.661.7603.
 
What other services are available? Can I rent a stroller or wheelchair during the event?
Limited quantities of sensory bags, strollers, electric scooters and push wheelchairs are available. To reserve a wheelchair, please contact our Gift Shop at 216.661.7603 (the Zoo Gift Shop does not have email access). We highly suggest that guests needing either a wheelchair or electric scooter contact the Gift Shop in advance (wagons and strollers cannot be reserved). Rentals are located in the Welcome Plaza on the right side under the orange awning. Guests must show a valid photo ID.

Electric scooters are not available for rent during inclement weather.

Pricing:
·       Double Stroller or Push Wheelchair: $12 plus tax (photo ID required)
·       Wagon: $15 plus tax (photo ID required)
·       Electric Scooter-weather dependent: $30 plus tax (photo ID required)

Rental quantities are limited and may not be available without an advance reservation.
 
What food/concessions will be open?
Options vary between Walk-Through and Drive-Through dates. 
 
Drive-Through Nights:
Kernels by Chrissie – Offering specialty popcorn and specialty roasted nuts.
 
Walk-Through Nights:
Hot beverages will be available for purchase at all locations. Beverages range from coffee to hot chocolate to hot apple cider. 

Locations listed in order of appearance along the event route:

Main Food Court:

• Tenders, Love, and Chicken – Offering a variety of grilled and fried items such as grilled chicken, chicken tenders, burgers, fountain beverages and more.
• Safari Market – Offering a variety of canned beer options, bottled soda, packaged snacks and healthy grab-and-go cold options.
• Jack Frost Donuts – Providing donuts and other specialty sweet treats. 
• Cleveland Cocktail - Full-service bar serving cocktails, draft beer and a variety of canned beer.

African Savanna:

• Kernels by Chrissie – Offering specialty popcorn and specialty roasted nuts.
• Savanna Watering Hole - Featuring hot chocolate, pretzels, holiday libations and other snacks 

Wilderness Trek:

• Wilderness Grill – Offering various grilled and fried snacks.
• Sea Lion Hut - Mini-melts, beignets, variety of hot and cold beverages
• Wild Bar - Full-service bar serving cocktails, draft beer and a variety of canned beer.

Waterfowl Lake:

• Wade Hall – Providing Honey Hut Ice Cream, various baked goods and bottled soda. 

Guests are not permitted to bring in their own alcohol, but may bring in other outside food and drink.
 
Are pets allowed into the event?
Pets are not permitted on Zoo grounds. If you have a service animal covered by ADA regulations, please notify Zoo staff prior to entering and we will assist you.
 
Is the event outdoors?
Yes. 
 
Will the event occur if it rains or snows?
Yes, this is a rain or shine event. No rainchecks are available.
 
Who should I contact with general questions about the event or questions about how to buy a ticket online?
Please contact the Guest Resource Center at 216.635.3391.
 
Who should I contact if I have a problem with my ticket or an issue from an existing purchase?
Please contact the Guest Resource Center at 216.635.3391

Is parking free?
Yes, parking is always free at the Zoo.
 

WILD WINTER LIGHTS DRIVE-THROUGH SPECIFIC FAQS

What are the hours of the event?
This is a timed ticket event. The earliest entry option into the event is 5:30 p.m. and the last entry timeslot is 9:00 p.m. on select Tuesdays and Wednesdays beginning November 12th.  Be sure to note your scheduled entry time to plan your arrival at the Zoo accordingly. Access is valid for one trip through the event on the purchased event date. Guests may enter anytime within their selected 30-minute window. The average length of time driving is 60-90 minutes. The event will not be held Thanksgiving, Christmas Eve and Christmas Day.

How much does a ticket cost?
Drive-Through tickets for Members are $45 and Non-Members are $55. Tickets are sold per vehicle, not per person. It is highly recommended to purchase your ticket early if you have a preferred date/time as timeslots often sell out. For Drive-Through events the Box Office will be closed in the evening, however tickets can be purchased online pending availability.

Can I get out of my vehicle?
No, guests must stay in their vehicles at all times. If there is an emergency situation, there will be marked pull-off areas along the event route. Please notify Zoo staff if there is an emergency situation.
 
What size vehicle can I use for the Drive-Through event inside the Zoo?
Motorcycles and vehicles carrying more than 12 passengers are not permitted.  Vehicle size is limited to 20 feet long, by 9 ½ feet tall, by 6 ½ feet wide, for example, a Ford F250 truck. It is recommended for guests to drive their smallest vehicle, if possible. If you have questions on your vehicle size, please call 216.635.3391.
 
How long is the experience?
Times may vary; the average estimated time is around 60-90 minutes.
 
Do you drive through in your own vehicle or do you have shuttles available to rent?
You will drive your own vehicle. There are no shuttles available.
 
Will there be restrooms available?
There are restrooms available prior to entrance of the Zoo. Restrooms will be unavailable on Zoo grounds.
 
Can we ride in the back of a truck?
No, all guests must remain inside a vehicle.
 
Once I exit the Zoo, can I go through again on the same day?
No, unless another available ticket is purchased.
 
Can I smoke in my car?
No, the Zoo is a tobacco-free campus.

What if I miss my time for the drive-thru?
Alert Zoo staff upon arrival and they will provide you entry into the soonest available timeslot.

Can I change my drive-thru timeslot?
Timeslots are scheduled to allow for regulated traffic flow. If you would like to change your timeslot prior to your event date, please call 216.635.3391 prior to 9:00 p.m. on your event date.

Will the event occur if it rains or snows?
Yes, this is a rain or shine event. No rainchecks are available.

Is my service animal permitted to attend the event with me?
Service animals covered by ADA regulations are allowed in once they speak with a Zoo staff supervisor before entering the Zoo. Pets are not permitted on Zoo grounds (including in your vehicle).