Frequently Asked Questions

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Hours for our enchanting events and activities at Gaylord Palms, including the ICE! experience and Cypress Springs Water Park, vary seasonally. For the most current schedule, please consult our official resort calendar or specific attraction pages online. Plan your awe-inspired visit and create unforgettable memories.

All tickets must be purchased in advance online or over the phone, as there are no on-site box offices or printed ticket options at the resort. To provide a smoother and more contactless experience, every ticket is issued electronically and sent directly to the email address you provide during checkout. Once you receive your e-ticket, you can either print it at home or simply present it on your mobile device at the entrance. Our attendants will scan your digital ticket quickly to grant you access to the attraction. We strongly recommend purchasing early, as popular dates and times often sell out. If you have any issues accessing your ticket, our Guest Services team will be happy to assist.

Tickets are not available for purchase on-site, as there are no physical box offices at the resort. To ensure a smooth and contactless entry process, all tickets must be purchased in advance online or over the phone. Once your order is complete, an electronic ticket will be emailed directly to you for quick and easy access. You may either print your ticket at home or present it on your mobile device for scanning upon arrival. We encourage purchasing tickets as early as possible since peak dates and times often sell out quickly. If you need assistance with your purchase, our Guest Services team is available to help guide you through the process.

Most of our Christmas attractions require a date- and time-specific ticket in order to manage capacity and ensure the best possible guest experience. When purchasing tickets, you will be asked to select your preferred date and entry time, which will be noted on your e-ticket. It's very important to arrive on time, as late arrivals may not be guaranteed entry and could be asked to wait until the next available slot. Some attractions may allow more flexible entry, but most require you to attend at the scheduled time. Reserving early helps secure the time that works best for you. If you have questions about your ticket or need to adjust your reservation, our Guest Services team can assist based on availability.

If you booked a holiday room package that includes attraction tickets, you will receive an email from the hotel with detailed instructions on how to reserve your time slots and access your e-tickets. This email will be sent to the same address you provided when making your hotel reservation, so be sure to check your inbox (and spam folder, just in case). All tickets are electronic for convenience and contactless entry, and there are no physical or printed tickets provided at the resort. When it's time to enjoy your experience, simply present your e-ticket on your mobile device for quick scanning at the entrance. Reserving your timeslot early is recommended, as popular dates and times may fill quickly. If you need help accessing or using your e-tickets, our Guest Services team will be happy to assist.

We recommend that all guests arrive at least 10-15 minutes before their scheduled entry time to allow for parking, walking to the attraction area, and passing through check-in. Timed tickets help us manage capacity and provide a smooth experience for everyone, so it is important to be punctual. Guests who arrive more than five minutes after their reserved time may not be guaranteed entry and could be asked to wait until the next available slot. Please have your e-ticket ready on your mobile device for quick scanning upon arrival. Arriving a little early ensures you won't feel rushed and can begin your holiday experience right on time.

Timed-entry tickets are designed to keep our attractions running smoothly, so it is very important to arrive on time for your selected slot. Guests who arrive more than five minutes late may not be guaranteed entry, as capacity is limited and experiences often sell out. If you do miss your scheduled time, please visit the Guest Services desk located outside Alpine Village to see if alternate arrangements can be made. While accommodation is not guaranteed, our team will do their best to assist you based on availability. To avoid disappointment, we recommend allowing extra travel time for parking, walking to the venue, and checking in. Arriving early helps ensure you don't miss a moment of the holiday fun.

Yes, a processing fee of $3 plus tax applies to each ticket purchased for select attractions. This fee is charged per ticket for ICE!, Snow Flow Mountain, Cirque: Spirit of Christmas, and ticket bundles. The processing fee helps cover administrative and technology costs associated with providing secure, convenient, and contactless ticketing. Please keep this in mind when planning your holiday experience, as the fee will be reflected in your final purchase total at checkout. Attractions not listed above may not require a processing fee, but we encourage guests to review the details during the purchase process. If you have any questions about ticket pricing, our Guest Services team will be happy to assist.

Most of our holiday attractions and activities are open to everyone, including both day visitors and overnight resort guests. However, certain experiences and dining events offer exclusive access or added benefits for those staying at the resort. In particular, reservations for our three signature holiday meals—Thanksgiving Dinner, Christmas Dinner, and the New Year's Eve Buffet—are only available to overnight guests with valid room reservations for those dates. These meals are very popular and fill quickly, so advance reservations are required and are offered on a first-come, first-served basis. Staying overnight also provides additional perks, such as convenient access to the attractions, extended hours, and bundled packages that include admission. For the best experience, we recommend booking your stay early if you plan to enjoy these special guest-only offerings.

During select peak holiday dates, advance dining reservations at all of our table-service restaurants are reserved exclusively for overnight resort guests. These guests will receive a special booking link in their pre-arrival communications, allowing them to secure a table ahead of time. Because the holiday season is one of our busiest times of year, we strongly recommend reserving early, as availability is limited and popular dining times sell out quickly. Day guests are welcome to dine with us; however, seating is based on same-day availability and cannot be guaranteed. Arriving early may improve your chances of being seated if you are visiting without a reservation. For the smoothest dining experience, overnight guests should use the provided link to secure their spot in advance.

Yes, our spectacular live stage shows are open to both day guests and overnight resort guests. Tickets can be purchased online in advance at ChristmasAtGaylordPalms.com, and we recommend buying early since popular showtimes may sell out quickly. If you are driving to the resort, please note that standard parking fees apply for both self-parking and valet services. Arriving early not only makes parking easier but also gives you time to explore the resort's festive décor and other holiday activities before the show begins. Whether you are staying overnight or visiting just for the day, the stage shows are a highlight of the season and a wonderful way to experience the magic of Christmas at Gaylord Palms.

Guests have the option to self-park or use valet services, with applicable charges for both. If you choose to self-park, follow the posted signs to the guest parking areas. The main parking garage is especially convenient if you also plan to explore the resort's beautiful atrium and indoor gardens. For guests primarily visiting ICE! and the holiday activities in Alpine Village, the guest parking area near the Convention Center offers the closest access. Please allow extra time during peak holiday periods, as parking lots can become busy and walking to the attractions may take several minutes. Overnight guests may also use their room key for in-and-out access to the parking facilities during their stay.

Yes, both self-parking and valet parking are available for a fee when visiting the resort. Overnight guests enjoy the convenience of in-and-out privileges with their room key, while day guests are charged per entry each time they park. Please keep in mind that the resort operates as a cashless property, so all parking payments must be made using a credit or debit card. Rates may vary during peak holiday periods, so we recommend reviewing current pricing on the resort website before your visit. Allow a few extra minutes for parking during busy times, as lots and garages can fill quickly. Whether you are staying overnight or visiting for the day, convenient parking options are available to make your holiday experience seamless.

To help keep everyone warm, all guests are provided with Gaylord Palms' signature blue parkas, which are calf-length winter coats with hoods. Parkas are available in a wide range of sizes—from infant through adult 4XL—so every member of your party will be covered. While the parkas provide an important layer of warmth, we strongly recommend dressing as if you were heading outdoors in winter. This includes wearing long pants, closed-toe shoes, and additional layers such as sweaters or sweatshirts under your parka. Hats, scarves, and gloves are also encouraged to keep extremities comfortable, and they can be purchased on-site if you forget to bring your own. Dressing in warm layers ensures you can fully enjoy the ICE! experience without feeling rushed by the chilly temperatures.

Hiking boots or heavy outdoor footwear are not necessary for visiting ICE!, as all pathways throughout the attraction are fully carpeted for your comfort and safety. We do, however, recommend wearing comfortable shoes since you will be walking and standing during much of your experience. Closed-toe shoes are required for entry to help keep your feet warm and protected in the chilly environment. Sneakers, casual boots, or other sturdy closed-toe footwear are all great options. Open-toe shoes, sandals, or high heels are not permitted, as they are unsafe and impractical in a 9-degree setting. Choosing the right shoes will help ensure you enjoy your time without discomfort.

Yes, the majority of the ICE! attraction is accessible to both wheelchairs and strollers, with wide, carpeted pathways designed to accommodate mobility devices. Guests should note, however, that certain features—such as the ice slides—are not accessible to wheelchairs or strollers due to their design. Our team members are always available to assist and provide guidance on the most convenient routes throughout the experience. We encourage guests using wheelchairs or strollers to allow a little extra time for entry and navigation, especially during peak periods. For additional support or questions about accessibility services, please contact Guest Services prior to your visit.

Yes, guests are welcome to capture photos and video throughout ICE! to remember and share their experience. We do recommend checking your device manufacturer's guidelines for cold temperature use, as the attraction is kept at 9 degrees Fahrenheit and Gaylord Palms cannot be held responsible for any damage to personal equipment. It's also common for camera and phone lenses to temporarily fog when moving from the cold environment back into warmer areas, though this usually clears after a few minutes. For safety and to keep walkways clear, tripods, monopods, selfie sticks, and other large photography equipment are not permitted inside the attraction. Handheld cameras and mobile devices are perfectly fine, and many guests find that dressing their devices in a pocket or case between shots helps reduce cold exposure. With a little preparation, you'll be able to capture all the magic of ICE! while keeping your equipment safe.

Tickets for ICE! must be purchased online in advance at ChristmasAtGaylordPalms.com, as there is no on-site box office available. This policy helps ensure a faster, more contactless entry process and allows guests to secure their preferred date and time before arriving. Because ICE! is one of our most popular holiday attractions, many time slots sell out quickly, especially on weekends and peak dates. Once your purchase is complete, you will receive your e-tickets by email, which you can present on your mobile device at the entrance for scanning. We strongly recommend buying early to guarantee admission, as same-day tickets are often unavailable. If you need help with your purchase, our Guest Services team can provide assistance.

The Chill Pass is a special benefit exclusively for overnight guests of Gaylord Palms Resort, included complimentary with your room reservation. This perk provides front-of-the-line access to the ICE! attraction, allowing you to enjoy shorter wait times and a more seamless entry experience. Please note that Chill Pass does not replace admission—ICE! tickets must still be purchased separately and in advance for your chosen date and time. The Chill Pass itself is not available for individual purchase and cannot be added to day guest tickets. By staying overnight, you not only receive this benefit but also gain convenient access to a variety of other festive holiday activities throughout the resort. For the best experience, we recommend booking your room early, as availability is limited during peak holiday periods.

Tickets purchased by day guests are non-refundable; however, you may be able to exchange your tickets for a different date or time (subject to availability) by replying directly to your ticket confirmation email. All exchange requests must be submitted prior to your originally scheduled date and time. Overnight resort guests have additional flexibility and may change or cancel their attraction tickets at no charge up to five (5) days before the event, provided their room confirmation number was entered at checkout. If you request a change and the new tickets are priced higher, you will be responsible for paying the difference at the time of exchange. For added peace of mind, ticket insurance is available for purchase, and the terms of that coverage will apply to any cancellations or changes. To ensure the best experience, we recommend reviewing ticket policies carefully before completing your purchase.

Day guests may not refund tickets, but you may be able to exchange them for a different date or time if space is available. To request a change, simply reply to your ticket confirmation email, making sure to do so before your originally scheduled entry time. Overnight resort guests enjoy greater flexibility and may change or cancel their attraction tickets at no charge up to five (5) days prior to the event, provided a valid room confirmation number was entered at the time of booking. If a new timeslot or date has a higher ticket price, guests will be responsible for paying the difference at the time of exchange. Ticket insurance is also available for purchase, and its cancellation and change policies will apply if you've selected that option. We encourage guests to finalize plans early, as popular times often fill quickly and availability cannot be guaranteed.

No, only one discount may be applied per ticket purchase. Discounts, promotional codes, or special offers cannot be combined or stacked together, even if you qualify for more than one. When completing your purchase, you'll need to select the single discount that provides the best value for your visit. Please note that all discounts are subject to availability and may have blackout dates or restrictions. We encourage guests to review the details of any promotion carefully before checkout to ensure they're receiving the maximum benefit. If you have questions about eligible discounts, our Guest Services team will be happy to assist.

Admission to ICE! does not include complimentary hot chocolate. However, guests can purchase a variety of warm beverages, including hot chocolate, at Snowy's Snack Shack in Alpine Village. Many families enjoy warming up with a treat after experiencing the chilly 9-degree attraction, and both kids and adults will find seasonal favorites on the menu. Snacks, sweets, and other holiday refreshments are also available for purchase nearby, making it easy to turn your visit into a full festive outing. We recommend stopping by after ICE! to relax, enjoy your drink, and take in the holiday atmosphere before exploring the rest of the resort's activities.

Guests are welcome to spend as much time as they would like exploring ICE! at their own pace. On average, most visitors take between 20-40 minutes to walk through the beautifully hand-carved ice sculptures, colorful displays, and themed scenes. Please keep in mind that the exhibit is kept at a frosty 9 degrees Fahrenheit, so you'll want to dress warmly and consider how long you are comfortable in the cold environment. Families with young children or guests sensitive to low temperatures may choose to move through more quickly, while others may linger longer to take photos and enjoy every detail. Parkas are provided to help keep you warm, but layering with hats, gloves, and winter clothing is strongly recommended. Your visit can be as short or as leisurely as you wish, depending on your comfort level and interest.

Yes! The famous ice slides are designed for guests of all ages, so both children and adults are welcome to join in the fun. Many families find the slides to be one of the highlights of their ICE! experience, and it's not uncommon to see parents and kids racing each other down. To ride, guests must be able to walk up the stairs on their own without assistance. For safety, all riders are required to wear one of the provided signature blue parkas, which also help you slide smoothly. Whether you're young or just young at heart, the slides are a must-do attraction that adds to the magic of ICE!.

ICE! is designed as a one-time-entry experience, so your ticket allows for a single continuous visit through the attraction. Guests who need a brief break to warm up are welcome to step outside the exhibit and then re-enter shortly afterward. However, extended re-entry—such as leaving to dine, shop, or participate in other activities before coming back—is not permitted. This policy helps us manage capacity and ensures a smooth flow of guests throughout the day. For the best experience, we recommend bundling up, taking your time inside, and enjoying all the sculptures, slides, and photo opportunities in one visit. If you think you may need a quick warm-up, plan accordingly so you can step out and return without missing any of the magic.

Gaylord Palms Resort & Convention Center is a cashless property, which means only credit cards and mobile payment methods are accepted. This applies across the resort, including the front desk, restaurants, bars, retail shops, ticketing areas, parking, and special event locations. Popular mobile options such as Apple Pay and Google Pay are also accepted for added convenience. We recommend guests plan ahead by bringing a valid credit or debit card, or ensuring their mobile wallet is set up before arrival. By going cashless, the resort provides a quicker, safer, and more seamless experience for all guests. If you have any questions about payment options, Guest Services will be happy to assist.