THE BIG GUY FAQ's 

Q: Why are visits with The Big Guy by appointment only this year.
A: In 2013 we saw lines as long as 7 ours- and that is just no fun for anyone. The appointment system has worked very well the past two years and we will be continuing this system as it is truly the best way to offer a relaxed stress free experience for all visitors.

Q: Can I just show up and wait in line to see The Big Guy?
A: No, all visits with The Big Guy are by appointment only for 2016. If you are looking for a more spontaneous experience, Santa will be at The Village at Allen December 3rd though December 24 on a first come first serve basis.

Q: Can I make an appointment at the photo set?                                                                                          
A: Yes, if you arrive without an appointment, the staff will assist you in scheduling an appointment. Please be aware that it most likely will not be that day. If no appointments are available, you have the option of visiting with Santa at The Village at Allen Dec 3rd through Dec 24.

Q: Is there a cost to make an appointment with The Big Guy?
A: The appointment booking portal requires a $20 deposit when you book your appointment before Dec 1, 2016. Beginning Dec 1, 2016 the deposit increases to $25. Your deposit includes your special time with The Big Guy and one 5x7 picture or a credit towards any photo purchase over the deposit amount including Digital Download. 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 VIA THE CONFIRMATION EMAIL and do so. 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 for cancellation after you have booked your appointment or if you no-show. You will be able to log in to your account and change your appointment while time slots are available.

Q: What if my child gets sick?
A: If your child is sick on the day of their appointment, you should call 972-678-4939 at least 2 hours prior to your scheduled appointment. While we cannot guarantee that we can reschedule your appointment, we will make every effort to try and accommodate you on another day. Please understand that due to the huge volume of people that wish to visit with The Big Guy, this is a one time option and may not be available for every day. The option should only be used if your child is truly ill.

Q: When should I arrive for my appointment?
A: We ask that families check in no more than 10 minutes prior to their scheduled appointment time and at least 5 minutes ahead of their scheduled appointment time. Please plan ahead and leave time to park.

Q: What if I am running late for my appointment?
A: If you are more than 5 minutes late for your scheduled appointment, we may need to reschedule your appointment for another day. Towards the end of the season, we may not be able to reschedule your appointment at all. Please understand that more than 20,000 people visit TheBig Guy every season and that the appointment system relies on everyone being on time so that everyone has a great experience.

Q: What hours is The Big Guy available for visits?
A: The Big Guy's 2016 hours vary daily and expand as we get closer to Christmas Eve. Break times vary based on the set hours for the day. Only hours that are available will be open in the appointment booking system. Occasionally we add additional hours- which will show up in the on-line booking system when available. Remember, you must go online and make an appointment during these hours. All visits with The Big Guy are BY APPOINTMENT ONLY.

Q: What time does The Big Guy take his break?
A: The Big Guy generally breaks to feed his reindeer from 4pm - 5pm daily and twice on Saturday. Any break times will not be available in the booking portal.

Q: Last year I needed an appointment to see The Big Guy on Christmas Eve. Do I need to make an appointment this year?
A: Yes, all visits with the Big Guy for 2016 are by appointment only. If your family would like to visit on Christmas Eve, we suggest you book your appointment early, as we expect this date to book up quickly.

Q: How much do the photos cost?
A: Your first 5x7 photo is included in your deposit. Additional photo sheets start at $8.95. Digital Downloads and items such as Holiday frames will also be available for purchase. Video of your visit with The Big Guy will also be available.

Q: Can we use our personal camera or video recorder when we visit The Big Guy?
A: No, the use of personal cameras and video recorders is prohibited. We ask that you leave them at home during the visit.

Q: Can pets visit The Big Guy?
A: Yes , with an appointment. So well behaved, leashed people friendly pets will be welcomed. You do need to make an appointment for your pets through the appointment booking portal. There will also be special Pet Night events with Santa at The Village At Allen.

Q: What gift will the Big Guy give out to the children this year? Are toddler gifts available for younger children that visit The Big Guy?
A: The Big Guy offers each child a peppermint twist lollipop. If you do not want your child to have candy or if they are too young to have candy, we do offer toddler gifts WHILE SUPPLIES LAST. Just let the photo staff know that you prefer that your child not be offered candy when you arrive and before your child visits with The Big Guy.

Q: Are there restrooms at the photo set?
A: Yes, there are restrooms and changing rooms. If you would like  to get your child dressed at the photo set, please arrive early.