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Important Information

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

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Family on balcony overlook atrium with Christmas tree in lights at Gaylord Palms
Main Atrium View Room - Guaranteed High Floor
Gaylord Palms Florida Exterior View
Frequently Asked Questions
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What To Expect - FAQs

What is Extra Cool Hour, and can I purchase it?

Extra Cool Hour is an exclusive benefit for overnight guests at Gaylord Palms Resort and is a complimentary perk included with your room reservation. Extra Cool Hour provides early entry into attractions in the Alpine Village, which include ICE!, Snow Flow Mountain, Gingerbread Decorating Corner, Snowball Build & Blast, Elf Training Academy, and our Market Square Christmas shop one hour before they are open to day guests. Attraction tickets are still required and must be purchased separately and in advance. The Extra Cool Hour benefit is not for sale.

 

Overnight guests may click here to secure your Extra Cool Hour exclusive benefit to the above attractions. Please note, you will need to use the code provided in your pre-arrival email when checking out.  

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 the tickets anytime tickets?
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.
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.
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. Guests who are more than five minutes late to their appointed time slot cannot be guaranteed entry.

What do I do if I miss my timeslot?
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 service desk for further details.
Is there a processing fee for tickets?
Yes, there is a $3 processing fee per ticket purchased for the following attractions: ICE!, Snow Flow Mountain and ticket bundles.  
Do I need to be a hotel guest to buy tickets?
While most of our holiday events and activities are open to both day guests and overnight guests, some of our events do include special perks for overnight guests. Reservations for four of our popular holiday meals –The Feast with The Grinch™ Character Breakfast, Thanksgiving Dinner, Christmas Dinner, and New Year’s Eve Buffet – are only available for 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. 
Do I need be a hotel guest to book restaurant dining reservations?
During select peak dates this holiday season, dining reservations to all table-service restaurants will be exclusive to overnight resort guests. Dining reservations for overnight guests can be booked through a special link in pre-arrival communications. Advance reservations are highly recommended and available on a first-come, first-served basis. 
Can I watch the stage shows if I’m not an overnight hotel guest?
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.
Where do I park when coming to see ICE!?
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.
Is there a parking fee?

Yes, self-parking is $30.00 plus tax. Valet parking is $40.00 plus tax. In and out privileges are for overnight guests only. Day guests are charged per entry. 

I understand the temperature in ICE! is 9 degrees Fahrenheit. What should I wear?

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.

Do I need to wear hiking boots in ICE!?
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.
Is ICE! wheelchair and stroller accessible?
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). 
May I take photos and shoot video in ICE!?
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.
Can I purchase ICE! tickets at the door?
No. Tickets must be purchased online, in advance, at ChristmasAtGaylordPalms.com. We do not have a box office on-site.
What is the Chill Pass, and can I purchase one?

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. Overnight guests are permitted to change or cancel their attraction tickets at no charge up to 72 hours prior to arrival. 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.    

Ticket insurance is available for purchase, and insurance cancellation policies will apply.  

Are tickets refundable?

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.

Can I change my time slot?
You may change your time slot for ICE! based on availability by replying to your ticket confirmation email.
Can I combine ticket discounts?
No, only one discount can be applied per ticket.
Does ICE! admission include complimentary hot chocolate?
Admission to ICE! does not include complimentary hot chocolate. Hot chocolate is available for purchase in Snowy’s Snack Shack, located in Alpine Village. 
How long does it take to walk through ICE!?
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. 
Are the ice slides inside the ICE! attraction for adults too?
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. 
Can I re-enter the ICE! attraction multiple times?
ICE! is a one-time-entry attraction. Because we want you to have the best experience possible, though, 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.