Frequently Asked Questions

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Hours of operation may vary by day and by event.

Advance purchase of tickets online is required. In order to encourage contactless service, there are no physical, printed tickets and no box office on-site at the resort. All tickets are electronic and can be purchased online or over the phone. Once purchased, your e-ticket will be emailed to you. You can simply show your ticket on the phone to the attendant to be scanned prior to entering the attraction.

No, there are no box offices at the resort. All tickets can be purchased online only, and an electronic ticket will be emailed to you.

Depending on the attraction and its capacity, many of our experiences can only be purchased for a specific date and time. It is very important for all attractions that have timed entry, that you are not late for your selected time slot.

Guests who booked an overnight stay with a room package will receive an email from the hotel with instructions to reserve attraction time slots and access your e-tickets. This email will be sent to the address used during your hotel reservation. There are no physical, printed tickets; simply present your e-ticket on your mobile device to be scanned for entry.

Please plan to arrive at least 10 minutes early to allow time for walking from the parking lot to the Christmas attractions. Guests arriving more than five minutes late to their scheduled time may not be guaranteed entry.

It is very important that ticket holders are not late for their selected time slot. Guests who are more than five minutes late to their appointed time cannot be guaranteed entry. Please see the Guest Services desk outside Alpine Village for further assistance. 

Yes, there is a $3 plus tax processing fee per ticket purchased for the following attractions: ICE!, Snow Flow Mountain, Cirque: Spirit of Christmas, and ticket bundles.

While most of our holiday events and activities are open to both day guests and overnight guests, some events include special perks for overnight guests. Reservations for three of our popular holiday meals - Thanksgiving Dinner, Christmas Dinner, and the New Year's Eve Buffet - are only available to overnight resort guests staying on the dates of these meals. Advance purchase is required, and reservations are available on a first-come, first-served basis. 

During select peak dates this holiday season, dining reservations at all table-service restaurants will be exclusive to overnight resort guests. These guests may book reservations through a special link provided in their pre-arrival communications. Advance reservations are highly recommended and are available on a first-come, first-served basis. Day guests may dine based on availability, with seating offered on a first-come, first-served basis. 

Yes, the live stage shows are open for day guests to enjoy, and ticket prices are available at ChristmasAtGaylordPalms.com. Please keep in mind - if you drive a vehicle to the resort, there is a parking fee.

You may self-park or valet park (charges apply for both). If self-parking, please follow the signs to our guest parking lot. You may park in our parking garage, which is most convenient if you also plan to also visit our atrium. You can also park in the guest parking located near the Convention Center, which is the most convenient for guests visiting ICE! and enjoying other activities in Alpine Village.

Yes, self-parking and valet parking are available for a fee. In and out privileges are for overnight guests only; day guests are charged per entry. Please note that our resort is cashless throughout your experience.

All guests are provided Gaylord Palms' signature blue parkas to help keep warm. These parkas are calf-length, winter coats with hoods. Parkas are available in all sizes, including children and infants, up to an adult 4XL. Even with the provided outerwear, you'll want to dress warm for the occasion. (Think winter at the North Pole.) Hats and gloves are recommended (they are also available for purchase). Long pants and closed-toe shoes are required.

All pathways through ICE! are carpeted, and hiking or outdoor boots are not required. We do recommend wearing comfortable shoes. Closed-toe shoes, however, are required.

The majority of the ICE! attraction is accessible by both wheelchairs and strollers, while some of the areas inside are not (such as the ice slides).

Guests are welcome to take photos and shoot video inside the ICE! attraction. It is important you check the manufacturer's information regarding the cold tolerance of your phone and/or still or video camera equipment prior to entering. Gaylord Palms Resort is not responsible for damage to any phone and/or camera equipment. Once thing you might expect: a fogging of your lens after exiting ICE! into warmer temperatures. This usually dissipates once you are in more normal temperatures for a little while. For safety purposes, tripods and related equipment are not allowed.

No. Tickets must be purchased online, in advance, at ChristmasAtGaylordPalms.com. We do not have a box office on-site.

The Chill Pass is an exclusive benefit for overnight guests of Gaylord Palms Resort and is a complimentary perk included with your room reservation. For overnight guests, Chill Pass offers front-of-line access and shorter wait times for ICE!. ICE! tickets are still required and must be purchased separately and in advance. The Chill Pass benefit is not for sale. 

Tickets purchased by day guests are non-refundable. However, based on availability, you may be able to exchange your tickets for a different day or time by replying to your confirmation email. Requests must be made prior to your current date and time.

Overnight guests are permitted to change or cancel their attraction tickets at no charge up to 5 days prior to the event. Room confirmation number must be provided during the ticket booking process at the time of checkout.

For cancel or change requests, please reply to your ticket confirmation email. If a price difference applies at the time of exchange, you may be required to pay the difference. Ticket insurance is available for purchase, and insurance cancellation policies will apply.

Tickets purchased by day guests are non-refundable. However, based on availability, you may be able to exchange your tickets for a different day or time by replying to your confirmation email. Requests must be made prior to your current date and time. 

Overnight guests are permitted to change or cancel their attraction tickets at no charge up to 5 days prior to the event. Room confirmation number must be provided during the ticket booking process at the time of checkout. 

For cancel or change requests, please reply to your ticket confirmation email. If a price difference applies at the time of exchange, you may be required to pay the difference. Ticket insurance is available for purchase, and insurance  cancellation policies will apply.

No, only one discount can be applied per ticket.

Admission to ICE! does not include complimentary hot chocolate. Hot chocolate is available for purchase in Snowy's Snack Shack, located in Alpine Village.

You can spend as much time as you would like inside the ICE! attraction. Please remember that it is a frosty 9 degrees Fahrenheit inside the exhibit, so you'll want to bundle up and keep that in mind when it comes to how much time you plan spend. Most guests will experience ICE! between 20-40 minutes.

Yes! Big kids can join the fun! The ice slides are made for guests of all ages. Guests must be able to walk up the stairs on their own, to take a ride down the slides. Please keep in mind that you must wear one of the provided blue parkas to ride down the slides.

ICE! is a one-time-entry attraction. However, you may step outside of the exhibit to quickly warm up and then re-enter. (You may not leave the attraction for an extended time - such as to get something to eat or enjoy another activity - and then re-enter.)

Gaylord Palms Resort & Convention Center accepts credit card and mobile payments only, including front desk, food and beverage locations, retail, special events, parking, etc.