Help

I didn’t receive my confirmation

• If the confirmation page showed your reference, your booking is recorded, even if no message reaches you.
• Check your junk or spam folder and, in Gmail, the Promotions tab. The email can take a few minutes to arrive.
• If you left a mobile number, check your text messages too: the confirmation may be sent there.
• Sign in to My account with the email address you entered for the booking: your booking and its reference are there.
• If the sign-in code does not arrive either, the address may have been mistyped: write to us with your reference.

Is there a time limit on the visit?

• No. We have never timed or cut short a visit, and we never will. The children’s experience comes first.
• That is also why, even with an appointment, a short and reasonable wait is possible.

Can I come without an appointment?

• Yes. The mall also welcomes families without an appointment, but the wait can be long at certain times, especially on weekends: expect at least 60 minutes, sometimes twice that.
• The walk-in line often closes early, sometimes as much as two hours before Santa’s village closes.

Change or cancel my booking

• Sign in to My account with your email address: we send you a 6-digit code, no password to remember. Open your booking, then choose “Change” for another time or “Cancel”.
• You can do so until the deadline shown on your booking in My account, before your appointment.
• After that deadline, or if online changes are not available at the moment, write to us with your reference.
• Cancelling frees the slot for another family.

One family, a limited number of bookings

• Each mall limits the number of active bookings per family (same email or same mobile number), so every family gets its place. Enter the number of children in the photo on the form: one booking is enough for the whole family.
• If your booking is refused because another one already exists, sign in to My account: “Change” picks up the held slot while the countdown runs, or cancel the earlier booking. Typo? Correct your details on the form and confirm again.
• Sharing a mobile number with another family? Book with your own email address and your own mobile number, or without one.
• For anything else, write to us with your reference or, without a receipt, with your name, the mall and the day you asked for.

On the day of your visit

• Arrive about 10 minutes before your time and check in with the elf at the reception desk.
• Show your reference, for example MPN-8H4T6: it is in your confirmation and in My account.
• If you expect to be late, move your booking in My account before the deadline: after a short grace period, a booking is marked as late.
• Meeting Santa and booking are free. Photos are sold on site, right after the visit, with no obligation to buy.

Contact us

Write to us with your reference, the mall and the date of your visit.

Our addressreservations@monpapanoel.ca