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Frequently Asked Questions



Directions / Parking / Hours

Where is Hawaiian Falls The Colony?
Hawaiian Falls The Colony is located ½ mile north of Highway 121 and Plano Parkway intersection.

 

Hawaiian Falls The Colony

4400 Paige Road

The Colony, TX 75056 

 

When is Hawaiian Falls The Colony Open?
May 22 - 23, 2021

Open daily May 27 - August 8, 2021

Weekends only August 13 - September 6, 2021 

 

CLICK HERE to view complete park calendar and hours of operation.

Days and hours may change at any time without notice.

 

Is there a parking fee?
Parking is free at Hawaiian Falls The Colony. VIP Parking may be available for a nominal fee.

 

Does Hawaiian Falls The Colony have a Weather/Rain Policy?
We do not offer refunds for inclement weather. However, if the park closes for 30 minutes or longer due to weather, guests already in the park with a daily admission receipt for the day who leave due to weather can receive a complimentary ticket at the front gate to come back another day. Proof of daily admission purchase (receipt) must be presented at the front gate on the same day to be eligible for a complimentary ticket.

I lost an item at Hawaiian Falls The Colony, is there a Lost and Found?
Lost and Found is located at the front gate. If you have discovered you may be missing something after you visit, please email Hawaiian Falls The Colony at infocolony@hfallswaterpark.com. Due to the high volume, lost items reports are only kept active for seven days. Hawaiian Falls The Colony is not responsible for lost, missing or stolen personal property To better assist you, please have the following information before contacting Hawaiian Falls The Colony: A detailed description of the item (e.g. brand, color, unique features); Date and location of the missing item; For lost cell phones, please provide the serial number, make, model and carrier; Your contact information; And please tell us if you have completed a lost item report before leaving the waterpark.

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Cost & Admission

How much is admission?
CLICK HERE to visit our Daily Admission page for ticket information.

 

What is included with a Season Pass?

  • Unlimited visits to Hawaiian Falls The Colony AND Hawaiian Falls Garland during regular operating days and times.
  • Early entry every day (30 minutes prior to opening to the public) for first choice of shade, seating and more! CLICK HERE to view park calendar.
  • Discounted Bring a Friend Tickets
  • Food & Surf Shop Discounts
  • Exclusive specials and coupons throughout the summer sent from our Beach Club email broadcasts

Find out more about season passes here.


All ticket and season passholders grant permission to Hawaiian Falls The Colony to use his or her photo and video images taken at the park to be used for advertising purposes without payment to the holder.


All ticket purchases and season passes are final, there are NO EXCHANGES OR REFUNDS.

 

Does Hawaiian Falls The Colony have corporate or group rates?
Special rates for groups are available depending on the size of your group. For more details on group rates, please visit our Group Outings page, CLICK HERE.

 

May I leave and re-enter the park without a charge?
You may exit the park and reenter throughout the day as long as you have the proper hand stamp or re-entry wristband which may be obtained at the exit of the park and will be provided upon request by a Hawaiian Falls Ambassador (employee).

 

Is there a refund policy?
All ticket purchases and season passes are final, there are NO EXCHANGES OR REFUNDS. Day tickets and season passes are valid all season long on any regular operating day.

 

I am not going to swim. Do you have a spectator rate?
Hawaiian Falls The Colony is a participatory park and therefore, we do not offer a discount for those who choose not to swim.

 

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Online Web Store

Do I have to register my e-mail with Hawaiian Falls The Colony's online store?
Guests do not have to register their email to make an online purchase however, an email will be required to send your payment confirmation and/or e-tickets to.

 

What are Hawaiian Falls The Colony's online payment options?
Hawaiian Falls The Colony accepts Visa, MasterCard, Discover, and AMEX for online orders. Payment plans are available on items except daily admission purchases i.e. daily admission tickets and day cooler passes. CLICK HERE for more information on payment plans.

 

How do I receive my online tickets and/or season pass?
Season Pass purchased online can be picked up at the park. You can either print your barcodes from your computer or show them on your smart phone after your order is complete. You can either print your tickets and season pass directly from your order confirmation screen by using the View Tickets link or by using the View Tickets link from your email order confirmation.

All ticket and season passholders grant permission to Hawaiian Falls The Colony to use his or her photo and video images taken at the park to be used for advertising purposes without payment to the holder.

 

Will I be able to print tickets purchased from my mobile device? 

Yes, you can print tickets from any printer connection to your phone or by using your order confirmation email from a desktop device. But you can also just bring your mobile device and have them scan your tickets without printing them at all!

 

Can I get a refund on my ticket purchase or season pass? 

All ticket purchases and season passes are final, there are NO EXCHANGES OR REFUNDS. However, your tickets should be good for admission any day with a few exceptions noted on your ticket.

 

How do I purchase tickets from my mobile device? 

  • Start by clicking the "Buy Tickets" button at the top of the page
  • Select which ticket offer you'd like to purchase
  • Enter the quantity of each item you with to buy
  • Add the tickets to your cart
  • Tap the "Update Cart" button
  • Review your order and click Checkout
  • Enter your payment information
  • Click the "Pay Now" button
  • You'll receive a confirmation of your order right on your screen and can View Tickets right away to walk up to the front gate and enter the park!

 

How do I enter Hawaiian Falls The Colony after purchasing my tickets online? 

You can either print your tickets from home and bring them with you to the park or use the View Tickets link to access your tickets on your phone and have them scanned with no printing needed! When you arrive at the front gate, a ticket attendant will be available to scan your tickets.

 

What if my purchase failed?

If you received a message that your purchase was unsuccessful, you should recheck your entered purchase information and try again. The address you enter on the checkout screen MUST MATCH the address information used as the billing address on the credit card you are using to purchase your tickets.

 

What if I have an error adding something to my cart?

From time to time, we will have an update to the store while you’re planning your visit. To ensure that you get the best pricing and most current ticket offers, you may receive a message indicating that you need to start over with your purchase to add the new available items to your cart. If you’re having a technical problem purchasing tickets online, please call (405) 478-2522, ext. 108 for assistance. A technical support agent cannot provide event-specific information such as hours of operation, detailed information about the entitlements associated with tickets and passes, detailed information about events, or refunds under any circumstances.

 

Who do I contact if I have trouble buy online tickets? 

If you’re having a technical problem purchasing tickets online, please call (405) 478-2522, ext. 108 for assistance. A technical support agent cannot provide event-specific information such as hours of operation, detailed information about the entitlements associated with tickets and passes, detailed information about events, or refunds under any circumstances. If you have questions about your tickets or your visit to Hawaiian Falls The Colony, please email infocolony@hfallswaterpark.com.

 

What do I do if I lost my ticket vouchers?

1. Try searching your email for “Hawaiian Falls Water Park”. You may need to check your spam folder as well.
2. Try searching your email for DoNotReply@ParkEZPay.com”. You may need to check your spam folder as well.

Once you find the information, click on the link to view your tickets. These can be printed or save to your phone.

 

What if my order cannot be located?

Please contact us at infocolony@hfallswaterpark.com. Please include the name of the purchaser, where are you purchased (online or in person) and the approximate date you purchased.

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Payment Plans

Is there a deadline to enroll in a payment plan?

Payment plans are available now through February 28, 2021.

 

Why use a payment plan?

Payment plans allow you to spread the cost of your Hawaiian Falls The Colony Island Pass, Gold Pass or Season Cooler Pass over the course of several installments.

 

When can I start using my pass if I use the payment plan?

If you purchase your season pass while our payment plan is available and are up-to-date on your payment you can start playing opening day.

 

How do I purchase using a payment plan?

Once you have added your pass to the shopping cart and have filled out all of your information, you will be prompted at check out to either paying for auto pay using the payment plan option before entering your payment information.

 

Does my season pass cost more when I choose the payment plan?

No. There are no interest fees, finance charges for other hidden fees when you choose to pay with a payment plan.

 

What is the payment schedule?

Payment plans will charge the first month’s payment plus any taxes and fees at the time of purchase. The remaining installments will be made on the same day of each month as the original purchase. Meaning, if a guest makes a purchase for a three-month payment plan on March 15th, the second payment would occur on April 15th and the third payment on May 15th.

 

What can I purchase using a payment plan?

My Island Season Passes, Gold Passes and Season Cooler Passes are available for the payment plans.

 

Can I change the card I used or update my payment information?

Guests are able to view their payment status on the Hawaiian Falls The Colony Payment Portal page, CLICK HERE. Guests can also access the Payment Portal via your confirmation email. The Payment Portal allows guests to update their billing information and make late payments on their account. Payment plan balances can only be paid ahead of time by visiting the park. The dates of schedule payments cannot be changed at any time. Guests that default on payments will have their passes deactivated until such time that they can make payments to bring their account to a current status. Guests are able to utilize their pass while making payments as long as they do not default it at any time.

 

What is the cancellation policy?

All payments are nonrefundable and non-transferable. If you choose to cancel your payments, all prior payments will be kept and all future payments will be cancelled. Your My Island Season Pass, Gold Pass and/or Season Cooler Pass will be cancelled.

 

What if my card declines the payment?

Guests will receive a reminder email prior to the payment being charged. Please be sure there are sufficient funds to cover this charge. If a guest’s payment declines the purchase is subject to cancellation. Guests will receive an email with additional information if the card declined on the payment attempt.

 

Can I pay off my purchase early?

Yes. You can visit the payment portal, CLICK HERE, to pay the remaining amount.

 

What if I don’t want to use a payment plan?

Guests are not required to purchase season passes on a payment plan. When adding desired items to your shopping cart choose the pay in full option.

 

What if I have additional questions?

If you have additional questions, please email infocolony@hfallswaterpark.com.

 

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Season Pass

Where can I buy a season pass?

Season passes can be purchased online, CLICK HERE, or at the ticket window at the park.

 

What are the benefits of a season pass?

  • Unlimited visits to Hawaiian Falls The Colony AND Hawaiian Falls Garland during regular operating days and times.
  • Early entry every day (30 minutes prior to opening to the public) for first choice of shade, seating and more! CLICK HERE to view park calendar.
  • Discounted Bring a Friend Tickets
  • Food & Surf Shop Discounts
  • Exclusive specials and coupons throughout the summer sent from our Beach Club email broadcasts

Find out more about season passes here.

 

Where do I get my season pass card?

Hardcopy season passes can be made at Hawaiian Falls The Colony ticket windows. Simply bring in your printed online voucher or get your pass made at the park the day you purchase it.

 

NEW! Try our virtual processing and have your Season Pass card ready by your first visit.

CLICK HERE for more information on virtual season pass processing.

 

How do I receive my season pass coupons and/or perks?

We’ve gone digital! We no longer print coupon sheets. You can view season pass benefits and coupons online by visiting the My Pass Page, CLICK HERE.

 

What do I do if I lost my season pass vouchers?

1. Try searching your email for “Hawaiian Falls Water Park”. You may need to check your spam folder as well.
2. Try searching your email for “DoNotReply@ParkEZPay.com”. You may need to check your spam folder as well.

Once you find the information, click on the link to view your tickets. These can be printed or save to your phone.

 

What if my order cannot be located or I purchased in person?

Please contact us at infocolony@hfallswaterpark.com. Please include the name of the purchaser, where are you purchased (online or in person) and the approximate date you purchased.

 

How do I use my season pass coupons and benefits?

To use your benefits and coupons, just show your season pass key tag at the front gate, Sharkey's, Surf Shop and/or food kiosk before you place your order. Guest MUST present sesason pass to use coupons/disounts.

 

Where do I get my season cooler pass card?

Season cooler passes will be added directly to the season pass holder for which it was purchased for.

 

Do I have to take my photo for my season pass?

Season Pass photo identification is required on all passes. You can get your photo taken at the park when you process your pass. We are unable to process passes without taking a picture of the pass holder.

 

What do I do if I lose my season pass?

Season passes can be replaced at the park ticket window for $5 +tax.

 

I purchased a season pass on a payment plan; how do I update my payment information?

Guests are able to view their payment status on the Hawaiian Falls The Colony Payment Portal page, CLICK HERE. Guests can also access the Payment Portal via your confirmation email. The Payment Portal allows guests to update their billing information and make late payments on their account. Payment plan balances can only be paid ahead of time by visiting the park. The dates of schedule payments cannot be changed at any time. Guests that default on payments will have their passes deactivated until such time that they can make payments to bring their account to a current status. Guests are able to utilize their pass while making payments as long as they do not default it at any time.

 

What if I have additional questions?

If you have additional questions, please email infocolony@hfallswaterpark.com.

 

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Amenities & Services

Do you provide first aid at Hawaiian Falls The Colony?
All Hawaiian Falls The Colony water safety employees are trained in CPR. We also have EMT’s on staff and on site at the park. The park has a First-Aid station located at the front of the park for our guest’s comfort and convenience.

 

May I bring my own floats?
No outside floating devices are permitted as they might create a visual hazard for our lifeguards. However, infant floats with seating attached are permitted. Hawaiian Falls The Colony only allows coast guard approved life jackets.

We do provide inner-tubes free of charge on a first come, first serve basis as well as infant through adult life jackets.

 

Does Hawaiian Falls The Colony provide life jackets?
We do provide life jackets free of charge on a first come, first serve basis. Life jackets range from infant through adult sizes. Hawaiian Falls The Colony only allows coast guard approved life jackets.

 

Does Hawaiian Falls The Colony have day lockers?
Enjoy unlimited quick access and never worry about your belongings when you're having fun at Hawaiian Falls The Colony with the self-pay, keyless, electronic lockers available at a one stop rental center kiosk. No deposit required.
• Small (12”W x 15” H x 18” D) - $10
• Medium (15”W x 18”H x 18”D) - $15
• Large (18”W x 24”H x27”D) - $20

 

Does Hawaiian Falls The Colony have a picnic area? May I bring a personal ice cooler?
Food and beverages can be brought into the park for a nominal fee. All coolers, containers or bags of any size containing food or drinks will be assessed a $15 fee and are subject to search by our staff.

We suggest sandwich fixings, small snacks, and drinks. No alcohol, no glass, no sharp knives and no large, prepared meals or fast food from restaurants. You are welcome to leave your coolers in your vehicle. Be sure to get your hand stamped or a re-entry wristband when exiting to ensure an easy re-entry.

Exception: Factory sealed plain water bottles will be allowed at no charge. No glass, alcohol or sharp knives permitted. No cooked, prepared, catered or fast food please.

 

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Guidelines

Are there height requirements for rides?
Different rides have different height requirements. Visit our Attractions & Amenities page HERE for ride height guidelines.

 

What may I wear at Hawaiian Falls The Colony?
Hawaiian Falls The Colony is a family waterpark. Appropriate, conservative swimwear only please. Swim wear is defined as an article of clothing, such as a swimsuit, that has been designed to be used in a pool environment. Swim wear should be lined and may not be transparent at any time. Revealing swim wear, thong or t-back swim wear bottoms will not be permitted. Cutoff jeans, denim clothing, hard metal objects, and shoes cannot be worn on the body contact slides. If a shirt must be worn on the slides, only tucked-in or form-fitting cotton, spandex, lycra or rash guard shirts may be worn. No undergarments may be visible at any time. No profanity/vulgar images or language allowed. We do highly recommend wearing shoes/sandals/flip flops when traveling around the park to avoid burns from hot sidewalks.

 

Is smoking allowed at Hawaiian Falls The Colony?
Hawaiian Falls The Colony is a smoke free environment. We do not allow cigarettes, cigars or electronic cigarettes inside the park. A smoking area is available outside of the park.

 

What is the minimum age for dropping off children?
Children under 12 must be accompanied by an adult or guardian at least 16 years or older.

 

Is the water safe for my family?
Hawaiian Falls The Colony water is clean and safe, meets or exceeds local, state and Federal requirements for water treatment and monitoring on an ongoing basis. We test our water hourly to ensure proper pH and chlorine levels. Hawaiian Falls The Colony employs a continuous filtration system along with additives such as Pulsar - SeaKlear PRS which are designed to remove minute particles from the pool systems.

 

Visitor likeness may be used for promotional purposes.
All ticket holders and season pass holders grant permission to Hawaiian Falls The Colony to use his or her photo and video images taken at the park to be used for advertising purposes without payment to the holder.

 

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Hawaiian Falls The Colony Covid-19 Notice

For the safety of all our guest and team members, we have increased all health and safety measures at Hawaiian Falls The Colony. You must follow all posted instructions and instructions given by our team members while visiting.

The CDC and local health departments advise that older adults and people of any age who have serious underlying medical conditions might be at higher risk for severe illness from COVID-19. There is an inherent risk of exposure to COVID-19 while in any public place where people are present. By visiting Hawaiian Falls The Colony, you are voluntarily assuming all risks related to exposure to COVID-19.

 

COVID-19

What is the best way to stay informed?

If you aren’t already a member of the Beach Club, now is the time to join! It is free and easy to join, CLICK HERE.

 

CLICK HERE to view Hawaiian Falls The Colony Safety Guidelines.

 

I have a group event planned at the park and have questions. Who do I contact?

Please contact your group sales representative, Christy Myers, at cmyers@hfallswaterpark.com or (972) 905-9031.

 

What are your cleanliness and sanitization standards and procedures?

Safety has and will continue to be our #1 priority! In preparation for opening day and while closely monitoring the evolving situation, we have put in place plans to increase our sanitizing protocol and will continue to follow the guidance of state and local health agencies.

All guest and team member high-touch points including surfaces, railings, technology screens, handles and doors will be sanitized throughout the day as per regular policy. We are also adding additional hand sanitizer stations throughout the park. Signs will be installed to remind team members and guests of health and hygiene best practices.

Regarding water safety, the Centers for Disease Control and Prevention (CDC) has released their guidance on COVID-19 and water transmission stating, in part, that “the CDC is not aware of any scientific reports of the virus that causes COVID-19 spreading to humans through the water in pools, hot tubs, water playgrounds, or other treated aquatic venues. Proper operation, maintenance, and disinfection (with chlorine and bromine) of pools should kill COVID-19. Swimming and other water-related activities are excellent ways to get the physical activity needed for a healthy life. If you are not sick or experiencing symptoms of COVID-19, it is safe to use swimming pools."

In addition to the steps outline above, we will ask team members who are exhibiting cold or flu-like symptoms to stay home and contact their healthcare provider. The park will follow guidance from local and state officials, as well as the Center for Disease Control (CDC) and World Health Organization (WHO).

CLICK HERE to view more Safety Guidelines.

 

 

Are facemasks required?

No. We recommend that face masks must be worn when entering the park, when in line at food stands, at Island Traders Gift Shop and in the bathrooms. Due to safety constraints, face masks are not permitted while in the water or on the slides. Employees will be provided with face masks and gloves to wear where appropriate and when in close contact with other employees and guests.

 

Are there any capacity restrictions?

Per the governor’s guidelines, we will be operating at 100% of our total park capacity. We are not requiring guests to pre-register to visit the park.

 

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