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Visit our FAQ page to find out what to expect during your experience and for answers to frequently asked questions.

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Gaylord Palms - 6000 West Osceola Parkway, Kissimmee, Florida 34746
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Gaylord Palms - 6000 West Osceola Parkway, Kissimmee, Florida 34746
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What To Expect - FAQs

When will ICE! return?

Due to current restrictions on international travel which impacts our artisans, ICE! will not be offered this 2021 holiday season at any Gaylord Hotel. Our plan is to bring our iconic ICE! event back to our Christmas program as soon as international travel policies allow. In the interim, we are excited to debut an all-new Gaylord Hotels Original Experience featuring ELF this season.
What are the hours of operation for all events and activities?
Hours of operation may vary by day and by event.  View schedule here.
What are you doing differently now because of COVID-19?
Specific protocols vary per attraction. You can see more of our details at www.gaylordhotelsclean.com.
Are masks required?

Unvaccinated guests and customers are required to wear masks.  For fully vaccinated guests, masks are optional. 
Is your staff screened/tested for COVID-19?

Yes, as part of our multi-level program, our STARS (employees) have daily temperature checks prior to starting their shifts. Furthermore, all STARS have completed enhanced training on our COVID-19 safety and sanitation protocols.
Is there high-touch cleaning?

Yes, there is high frequency cleaning rotation for surfaces, rope and stanchion poles, door handles and other areas following the hotel cleaning standards of high-touch areas.
Where can I buy my tickets?

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.
Can I buy my tickets at the resort?
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.
Are there tickets anytime tickets?

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

Tickets dates and times cannot be changed and are not refundable. If you would like to protect your purchase from unforeseen circumstances that prevent you from attending, you will be provided the option to purchase Ticket Insurance at checkout from FanShield, LLC.
Do you need to be a hotel guest to buy tickets?

Our holiday attractions are open for day guests as well as overnight guests. Many of our guests decide to stay overnight in order to enjoy all the holiday events and attractions available at our resorts.
How do I get my tickets if they are part of a package?
All overnight guests who purchased a package will receive an email from the hotel with instructions on how to reserve your ticket timeslot and receive your e-ticket. There are no physical, printed tickets; simply show your e-ticket to the attendant who will scan it for entry.
Am I allowed to take photos?
Guests are allowed take photos with phones or personal cameras. In order to ensure event flow, please follow the instructions from your group's Production Assistant who will help ensure social distancing. Visitors also have the option of putting the phone away and enjoying professional onsite photo services for an additional fee.
Is the All-New Gaylord Hotels Original Experience featuring ELF ADA compliant?
Yes, this attraction is accessible and ADA compliant
Are strollers allowed?
Yes, strollers are allowed if they do not impede traffic flow. Wagons (including stroller wagons), whether pushed or pulled, are not permitted in the All-New Gaylord Hotels Original Experience featuring ELF.
What should I bring?
Other than your holiday cheer, no other specific material is needed to enjoy our attractions other than your e-ticket. All our indoor holiday attractions are kept at normal room temperature. Several of our hotels also offer outdoor attractions, and we recommend that you dress according to the local weather report.
Is the All-New Gaylord Hotels Original Experience featuring ELF appropriate for all ages?
This attraction was designed with children of all ages in mind.
How long does it usually take to go through the All-New Gaylord Hotels Original Experience featuring ELF attraction?
It can vary for each group, but visits inside the experience usually take 20-25 minutes. Once you leave the attraction, be sure to continue your holiday experience through the extensive program of holiday activities available at the resort (both complimentary and paid options).
Can I take my mask off to take photos?
Masks are required for employees and guests in all areas of the resort and Christmas attractions. This includes the I Love Christmas Movie Experience and Photos with Santa Claus.
What time do I need to arrive for my timed ticket?
Please plan to arrive 10 min early before your time slot. Our resorts are very large so please consider any time necessary to walk from the parking lot to the Christmas attraction. If you arrive more than five minutes after your appointed time slot, you will not be allowed to enter. 
What do I do if I miss my timeslot?

It is very important that ticket holders are not late for their selected time slot. Capacity limits for each time slot are strictly adhered to ensure social distancing. Guests who are more than five minutes late to their appointed time cannot be guaranteed entry. Please see service desk for further details.
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