FREQUENTLY ASKED QUESTIONS

Tickets purchased by day guests are non-refundable. 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.

Many attractions, including ice!, require a specific date and time selection at purchase. Please review the details of each attraction carefully when booking. For all attractions that have timed entry, it is very important that you are not late for your selected time slot.

Time changes may be available based on capacity. Please reply directly to your ticket confirmation email for assistance.

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.

All overnight guests who purchased a package will receive an email prior to the date of 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.

Please note hours of operation may vary by event and by day. Visit https://tickets.jwdesertridge.com/ for a detailed list of all activities and their availability.

JW Marriott Phoenix Desert Ridge offers a variety of festive holiday attractions and seasonal experiences, including our immersive Christmas experience, ice!. For a complete list and availability, please visit https://tickets.jwdesertridge.com

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 hotel service desk for further details.

The height restriction for Snow Flow Mountain is 42” tall. All riders must be able to carry their own tube to able to ride this ride. Riders are limited to one rider per tube. Parents holding their children on their lap on this ride is not allowed. Before purchasing your mobile tickets online, please be sure to read the ‘Know Before You Go’ rules and restrictions on the ticketing site.

We recommend arriving at least 15 minutes early. JW Marriott Phoenix Desert Ridge is a large property, so please allow ample time to park and walk to the attraction. Entry for guests arriving more than five minutes late cannot be guaranteed.

All tickets must be purchased in advance online at https://tickets.jwdesertridge.com. The resort does not have on‑site box offices. All tickets are electronic and delivered by email—simply show your ticket on your phone for entry.

No. The pathways are carpeted. Comfortable, closed‑toe shoes are required; hiking boots are not necessary.

Yes, 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.

No. 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.

Admission does not include complimentary hot chocolate, but it is available for purchase.

All overnight guests who purchased a package will receive an email prior to the date of 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.

Most guests spend 20–40 minutes inside, but you can take as long as you like. 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 to spend inside. All tickets are single-entry, meaning once you exit the attraction you cannot re-enter.

Most of the ice! attraction is accessible by wheelchairs, while some of the areas inside are not (such as the ice slides). Stroller parking is available outside the exhibit.

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. JW Marriott Phoenix Desert Ridge is not responsible for damage to any phone and/or camera equipment. One thing you may notice is lens fogging when exiting the attraction due to the temperature change. This typically clears within a few minutes. For safety purposes, tripods and related equipment are not allowed.

All guests receive a complimentary, calf‑length blue parka with hood to stay warm during their experience. These are available in sizes for infants, children, and up through adult 4XL. In total, we recommend dressing warm for the occasion as such:

• Parka (provided)
• Long pants & closed‑toe shoes (required)
• Hats and gloves (strongly recommended; also available for purchase)

The Chill Pass is an exclusive benefit for overnight guests of JW Marriott Phoenix Desert Ridge 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!. Tickets are still required and must be purchased separately and in advance. The Chill Pass benefit is not for sale.

Our all-new immersive Christmas experience is a walk‑through winter attraction featuring hand‑carved ice sculptures showcasing up to 12 scenes from a Christmas classic story. Featuring two-story ice slides, immersive frozen tunnels, and towering ice sculptures, the attraction is kept at a brisk 9° Fahrenheit to maintain the arctic experience.

All tickets must be purchased in advance online at www.tickets.gaylordpacific.com. The resort does not have on‑site box offices. All tickets are electronic and delivered by email—simply show your ticket on your phone for entry.

All overnight guests who purchased a package will receive an email prior to the date of 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.

All adults included in a reservation receive a wristband at check‑in that unlocks exclusive overnight guest benefits. These may include early access, shorter wait times, or special offerings. Benefits vary by day.

Check‑in begins at 4:00 p.m. If your room is not ready upon arrival, you may store luggage with Bell Services and enjoy the resort amenities. You’ll be notified by text or via the Marriott Bonvoy App when your room is ready.

JW Marriott Phoenix Desert Ridge features multiple sit‑down restaurants and grab‑and‑go options. Overnight guests receive priority seating, and on select peak evenings, dining is exclusive to hotel guests. Please note reservations are strongly recommended to avoid longer wait times.

On all peak days, our overnight guests will have exclusive access to our Resort Parking Garage and Valet Services (pending availability). Please be aware that traffic entering the resort and parking delays are possible due to a high volume of guests during the season. We highly recommend allowing yourself extra time upon arrival, especially during peak check-in periods.

Please be aware that our resort is cashless and accepts credit card only, including at the front desk, food and beverage locations, retail, special events, parking, etc.

We have multiple restaurants and grab-and-go options at the resort. Overnight guests receive priority seating in our restaurants and on certain peak days and evenings our restaurants are open exclusively for overnight guests, however, a wait time is possible, and we highly recommend making a reservation in advance for applicable restaurants.

We have valet and on-site paid parking available. We highly recommend arriving early to allow ample time for parking. Additional parking fees may apply.

• Valet Parking: $46
• On‑Site Self‑Parking: $29 daily

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