Frequently Asked Questions
Santa Photo Hours
November 11 – December 2
Monday – Thursday 10:00am – 7:00pm (Break 2:00pm – 3:00pm)
Friday – Saturday 10:00am – 8:00pm (Break 1:00pm – 1:30pm; 4:00pm – 5:00pm)
Sunday 12:00pm – 7:00pm (Break 3:00pm – 3:30pm)
December 3 – December 23
Monday – Friday 10:00am – 8:00pm (Break 1:00pm – 1:30pm; 4:00pm – 5:00pm)
Saturday 9:00am – 8:00pm (Break 1:00pm – 1:30pm; 4:00pm – 5:00pm)
Sunday 12:00pm – 7:00pm (Break 3:00pm – 3:30pm)
December 24 10:00am – 6:00pm (Break 2:00pm – 2:30pm)
November 21, 28, December 5 & 12
5:00 – Close
Q: Where is Santa Located?
A: Santa will be located on his bench on front of his sleigh, in Promotional Court, which is in the courtyard on the lower level, near the Food Court.
Q: How does the booking system work?
A: Available times will be displayed on your screen. Choose the time that works best for your family and follow the instructions to complete the booking process. You will receive an email confirmation as well as a reminder the day before your appointment.
Q: What do I do when I arrive for my appointment?
A: Check in with the host. We have arranged to have social distanced areas for each family to move through the process.
Q: Can I just show up and wait in line to see Santa?
A: While reservations are recommended, walk-ins are accepted. However, if you are at Crabtree, you can stop by the set, scan a QR code on a sign near the entrance and book an appointment time if one is available. Without a reservation you will be worked into the queue as time permits. Reservations have priority, your walk-in wait time may exceed an hour or more.
Q: Is there a cost to make an appointment with Santa?
A: The appointment booking portal requires a $20 deposit for the contactless in-person experience. Your deposit includes your special time with Santa and $20 credit towards any digital photo purchase. Please note: There is no cash back at the photo set.
Q: What if I need to change my appointment after I book?
A: When you book your appointment, you will create an account in the system. If you need to change your appointment, simply log into your account or use the link in your confirmation email to make the change. Please be sure to log in and change your appointment rather than booking a new appointment. There will be no refunds for booking multiple appointments. Keep in mind that you may only rebook your appointment while time slots remain available.
Q: Can I cancel my appointment?
A: There are no refunds or cancellations after you have booked your appointment or if you noshow. You will be able to log in to your account and change your appointment while time slots are available if you do so at least one hour prior to your scheduled appointment.
Q: What if my child gets sick?
A: Please do not bring your child or any family member that is showing symptoms of illness of any kind. If your child or any member of your party is sick on the day of their appointment, you may log in to your account and reschedule your appointment as long as you do so at least one hour prior to your scheduled appointment. If you do not reschedule at least one hour before your appointment and you no-show, you will not receive a refund. Towards the end of the season, if all appointments are sold out, there may not be an opportunity to reschedule sick children.
Q: When should I arrive for my appointment?
A: We ask that families arrive no more than 5 minutes prior to their scheduled appointment time.
Q: Where do I park?
A: For the most convenient parking, please park in the Gold Deck located on the opposite side of Glenwood Avenue, near the entrance next to Panera Bread.
Q: I booked my appointment, but that time still shows as available on the website. Am I really booked?
A: Yes. This year, we will schedule two families every five minutes. This allows each family double the time of the average Santa visit.
Q: Do I need to make an appointment to visit with Santa on Christmas Eve?
A: There will be no reservations on Christmas Eve, it will be walk-ins only.
Q: Can we use our personal camera or video recorder when we visit Santa?
A: Yes and no. There are several areas where you may use a cell phone to take selfies prior to your visit with Santa. These areas are clearly marked. The use of personal cameras is prohibited during your visit with Santa.
Q: Can pets visit Santa?
A:. Well behaved, leashed or crated, and people-friendly pets are welcome as part of family photos, or for pet photos with Santa during Pet Day events (Mondays: November 14, 21, 28, and December 5, 12). You can make an appointment for your pets through the appointment booking portal.
Q: What gift does Santa give to the children?
A: Coupon sheets will be provided to families at check-out.
Q: Are there restrooms at the photo area?
A: A family restroom is located behind the Santa Set.