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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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Holiday decorations in atrium at Gaylord Texan
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 Texan Resort and is a complimentary perk included with your room reservation. Extra Cool Hour provides early entry into attractions in the Christmas Village, which includes ICE!, Snow Tubing, Ice Skating, Snow Throw, and Christmas Carousel 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. 
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.
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 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. For all attractions that have timed entry, it is very important that you are not late for your selected time slot.

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.    

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.

Do you 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.

How do I get my tickets if they are part of a package?

All overnight guests who purchased a package will receive an email 10 days prior to the date of the reservation 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 15 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. 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. 
I understand the temperature in ICE! is 9 degrees Fahrenheit. What should I wear?
All guests are provided Gaylord Texan’s signature blue parkas to help them keep warm. These parkas are calf-length, winter coats with hoods. Our parkas are available in all sizes, including children and infants, up to an adult 4XL. Even with the provided outerwear, we recommend dressing 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 wheelchairs, while some of the areas inside are not (such as the ice slides). For regular strollers, we have a stroller parking outside the exhibit.  
May I take photos and shoot video?
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 Texan 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?
Tickets must be purchased online, in advance, at
Is there a processing fee for tickets?
There is a $4 processing fee per ticket purchased.  
What is the Chill Pass, and can I purchase one?
The Chill Pass is an exclusive benefit for overnight guests of Gaylord Texan 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! and Snow Tubing. Tickets are still required and must be purchased separately and in advance. The Chill Pass benefit is not for sale. 
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 Elves Eatery located in Christmas Village.
Where do I park when coming to see ICE!?
We offer multiple parking locations both on-site and off-site with a shuttle service. Upon arrival, please follow signs to your designated parking location. We highly recommend arriving early to allow ample time for parking.
How long does it take to walk through the attraction?
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. 
Is there a parking fee?

$25 - Off-Site – Available on Select Dates for Day Guests

$25 – Resort Garage – Available on Select Dates for Day Guests & Daily for Overnight Guests

$40 - Convention Center Garage – Available Daily for Day Guests & Overnight Guests

$45 – Valet – Available on Select Dates for Day Guests & Daily for Overnight Guests

Tax is additional to listed rates. In and out privileges are for overnight guests only. Day guests are charged per entry.  

Are the ice slides inside the ICE! attraction for adults too?
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?
Our 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. 
What are my Lexus Owner Benefits?
As co-presenting sponsor of ICE! and partner of Christmas at Gaylord Texan, Lexus is offering Lexus owners complimentary daily parking and $10 off valet Nov. 10 – Dec. 31, 2023. For daily parking, simply take your parking ticket and Lexus keys to the parking booth at the main entrance for validation. For $10 off valet, mention this offer to your valet attendee.