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Gaylord Palms FAQs

What To Expect - FAQs

What are you doing differently now because of COVID-19?
Our Christmas at Gaylord Hotels has been redesigned to deliver the same magical holiday experience while integrating new, enhanced health & safety measures. Specific protocols vary per attraction and include reduced capacity for crowd control and social distancing; enhanced cleaning protocols using hospital grade disinfectant and other important operational modifications developed in partnership with our wellness advisor. You can see more details of our cleaning protocols at www.gaylordhotelsclean.com.
Are masks required?

As part of Marriott International’s Commitment to Clean, face coverings must be worn by all guests two and older in all public areas, including our indoor/outdoor Christmas attractions and photos with Santa. Face coverings may only be removed while seated in a restaurant or swimming in a pool.

Consistent with Centers for Disease Control and Prevention (CDC) Mask Guidance, the exception to this policy includes:

  • Children younger than 2 years old
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.
How are you ensuring social distancing?
We have reduced the number of tickets sold per timeslot in order to ensure crowd management in accordance with local and regional guidance. In addition, the resort and all attractions have signage, markers and trained staff to promote physical distancing throughout the experience. For the I Love Christmas Movies experience, there is a production assistant assigned to your group (maximum 2 groups per assistant) to guide you through the attraction and ensure social distancing and flow. Please note that it is very important that ticketholders for I Love Christmas Movies are not late for their selected time slot. Capacity limits for each timeslot are strictly enforced to ensure social distancing.
What is a “Production Assistant?”
Production Assistants are trained STARS (employees) who guide groups through the I Love Christmas Movies experience. They have completed enhanced training on the attraction and our COVID-19 safety and sanitation protocols. Their job is to ensure social distancing and flow of the experience.
Are there hand sanitizers?
Yes, there are hand sanitizing stations located throughout the resort. Furthermore, 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 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 in order to ensure crowd control and social distancing. It is very important for all attractions that have timed entry, that you are not late for your selected time slot. Capacity limits for each timeslot are strictly enforced to ensure social distancing and those arriving late to their timeslot to the attractions will not be allowed entry.
Are tickets refundable?
In order to maintain social distancing and crowd control, tickets to our attractions are sold in timed slots only.  Tickets dates and times cannot be changed and are not refundable to ensure that we maintain capacity in line with local and regional guidelines. 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 I Love Christmas Movies Experience 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 I Love Christmas Movies experience.
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 'I Love Christmas Movies’ experience appropriate for all ages?
This attraction was designed with children of all ages in mind.
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.
How long does it usually take to go through the I Love Christmas Movies experience?
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).
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 5 min 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 ticketholders are not late for their selected time slot. Capacity limits for each timeslot are strictly adhered to ensure social distancing. Guests who are more than 5 min late to their appointed time cannot be guaranteed entry. Please see service desk for further details.
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