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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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2023 ICE! Package
Gaylord FAQs
Frequently Asked Questions

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 Rockies Resort and is a complimentary perk included with your room reservation. Extra Cool Hour provides early entry into attractions in the Mistletoe Village, which include ICE!, Gingerbread Decorating Corner, Mrs. Claus' Christmas Traditions, Elf Training Academy, Build-A-Bear Workshop, and Yuletide Street Market 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?

Advanced online ticket purchases are strongly recommended. Tickets can be purchased at  

How do I find my way around the resort?
Download the free Gaylord Hotels app for step-by-step directions to your room, meeting areas, and
other hotel amenities and to access everything you need for your stay, including dining reservations,
activity and event tickets, and reservation info. Available for download on the Apple App Store or
Google Play Store today.
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. It is very important for all attractions that have timed entry, that you are not late to 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 are the hours of operation for all events and activities?
Hours of operation may vary by event and by day. Visit to view specific event times.
Am I allowed to take photos?

Guests are allowed take photos with phones or personal cameras in all public guest areas, with the exception of photos with Santa.

Is ICE! Featuring A Christmas Story ADA compliant?

The majority of this attraction is accessible and ADA compliant, while some areas inside are not (such as the ice slides). 

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 ICE! featuring A Charlie Brown Christmas

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 ICE! featuring A Christmas Story for all ages?

This attraction was designed with children of all ages in mind.

How long does it usually take to go through the ICE! featuring A Christmas Story?

You can spend as much time as you would like inside the ICE! attraction. Please remmber 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 to spend. Most guests will experience ICE! between 20-40 minutes. Once you leave the attraction, be sure to continue your holiday experience through the extensive program of activities available at the resort (both complimentary and paid options).

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. 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 open every day?

Yes, Mistletoe Village is open daily. Regular hours of operation vary. 

What is the Chill Pass, and can I purchase one?

The Chill Pass is an exclusive benefit for overnight guests of Gaylord Rockies 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. 

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.

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, including Extra Cool Hour and Chill Pass.

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

All guests are provided Gaylord Rockies’ 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. Guests are welcome to wear their own parka, but a blue Gaylord Rockies parka is required to ride the ice slides. 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 there a processing fee for tickets?

Yes, there is a $3 processing fee per ticket purchased for the following attractions: ICE!, Glacier Point and ticket bundles.  

Can I combine ticket discounts?

No, only one discount can be applied per ticket. 

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 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 Mistletoe Village. There is also handicap parking available. 

Is there a parking fee?

Yes, self-parking for day guests is $10 for 0-4 hours, $20 for 4-8 hours, $30 for 8+ hours. Valet parking for day guests is $20 for 0-4 hours, $34 for 4-8 hours, $45 for 8+ hours.  

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 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 Please keep in mind – if you drive a vehicle to the resort, there is a parking fee. 

Can I re-enter the ICE! attraction multiple times?

ICE! is a one-time-entry attraction.

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. 

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.