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Gaylord Rockies Exterior and Driveway in Holiday lights

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Gaylord FAQs
FAQs
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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 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 and safety measures. Specific protocols vary per attraction. Restrictions may change without advance notice.  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, it is recommended that unvaccinated guests and customers wear masks. For fully vaccinated guests, masks are optional. The exception to this policy includes:

  • Children younger than 2 years old
  • Anyone who is unconscious, incapacitated, or otherwise unable to remove the cloth face covering without assistance
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.

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 recommended. In order to encourage contactless service, there are no physical, printed tickets. All tickets are electronic and can be purchased online. 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?

There will be a box office with limited hours at the resort. However, it is recommended that tickets be purchased in advance 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.

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 besides 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?

Visits inside the experience typically 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 ten minutes 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.

Is Mistletoe Village and Glacier Point open every day?

Yes, Mistletoe Village and Glacier Point are open daily. Regular hours of operation are from 10am to 9pm.

Mistletoe Village and Glacier Point will have limited hours of 4pm to 9pm on the following dates:

  • November 19
  • November 29 - December 3
  • December 6-10
  • December 13-16