FREQUENTLY ASKED QUESTIONS

Tickets purchased by day guests are non-refundable. Overnight guests are permitted to change attraction ticket times at no charge up until the day of your visit.  Changes are based on availability and not guaranteed.  If a price difference applies at the time of exchange, you may be required to pay the difference. Ticket insurance is available for purchase, and insurance cancellation policies will apply. 

For change requests, please reply to your ticket confirmation email or for day-of changes, visit the Jingle Services Desk next to the front desk.  For overnight guests staying on a Jingle package, cancellations can be made up to seven (7) days in advance. 

The ice! attractions require a specific date and time selection at purchase so we can provide the best attraction experience for our guests. Please review the details of each attraction carefully when booking. For all attractions that have timed entry, it is very important that you are on time for your selected time slot. 

No, only one discount can be applied per ticket, and they cannot be applied retroactively. Blackout dates and restrictions apply.  

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 at least 48 hours in advance. Requests must be made prior to your ticket’s current date and time.   

Overnight guests are permitted to change attraction ticket times at no charge up until the day of your visit. Changes are based on availability and not guaranteed. If a price difference applies at the time of exchange, you may be required to pay the difference. Ticket insurance is available for purchase, and insurance cancellation policies will apply. 

For change requests, please reply to your ticket confirmation email or for day-of changes, visit the Jingle Services Desk next to the front desk.  For overnight guests staying on a Jingle package, cancellations can be made up to seven (7) days in advance.

No, our holiday events and activities are open to both day guests and overnight guests. Some events include special perks for overnight guests including Chill Hour and Chill Pass.  

No, however overnight guests will have priority booking. Advance reservations are highly recommended and are available on a first-come, first-served basis. Day guests may dine based on availability, with seating offered on a first-come, first-served basis. 

If you are an overnight guest who purchased a package, you will receive an email prior to the date of reservation with instructions on how to reserve your ticket time slot and receive your electronic ticket. There are no physical, printed tickets; simply show your electronic ticket to the attendant who will scan it for entry. 

JW Marriott Phoenix Desert Ridge Resort & Spa offers a variety of festive holiday attractions and seasonal experiences, including our immersive Christmas experience, ice!. Click here for a complete list of activities and availability.

Hours of operation vary by event and by day. Click here for a detailed list of all activities, their availability, and any height requirements.

It is important that ticket holders arrive on time for their selected time slot. Guests who are late to their appointed time will be accommodated based on availability.  

The height restriction for Snow Flow Mountain is 42” tall. All riders must be able to carry their own tube to ride. Riders are limited to one rider per tube. For safety, parents are not allowed to hold children on their laps on the attraction. Before purchasing your mobile tickets online, please be sure to read the “Know Before You Go” safety policies and restrictions on the ticketing site. 

We recommend arriving at least 20 minutes early. JW Marriott Phoenix Desert Ridge Resort & Spa is a large property, so please allow ample time to park and walk to the attraction.  

We encourage guests to purchase tickets here in advance to ensure you can reserve your preferred entry time. There will also be an on‑site ticket desk to assist with booking, located near Jingle Junction. All tickets are electronic and delivered by email; simply show your ticket on your phone for entry.

For activity information and safety policies, visit https://tickets.jwdesertridge.com/ for a detailed list of all activities, policies, and height requirements.

As an overnight guest who purchased a package, you will receive an email prior to the date of your reservation with instructions on how to reserve your ticket time slot and receive your electronic ticket. There are no physical, printed tickets; simply show your e-ticket to the attendant who will scan it for entry.

The Chill Hour and Chill Pass are exclusive and complimentary benefits for overnight guests with tickets to Jingle at JW experiences. 

Experience ice! during Chill Hour, one hour prior to opening to the public each day, available only to resort guests with ice! tickets. Resort guests with ice! tickets may choose the exclusive Chill Hour time slot or the best available time. 

Chill Pass offers front-of-line access and shorter wait times for ice skating from 5:00 pm – 7:00 pm as well as Snow Flow Mountain and Snowball Build and Blast during all open hours. 

Tickets to each attraction are still required and must be purchased separately and in advance. The Chill Hour and Chill Pass benefit are not offered for sale. 

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 and its amenities. You’ll be notified by text, or via the Marriott Bonvoy App, when your room is ready. 

Download the free JW Marriott Desert Ridge app to access everything you need for your stay, including dining reservations, activity and event tickets, and step-by-step directions to your room, holiday attractions, and other hotel amenities. Available free for download on the Apple App Store or Google Play Store. 

Please note that our resort is cashless throughout your experience, including at the front desk, food and beverage locations, retail, special events, parking, etc. We accept credit cards and mobile payments. 

We offer both valet and on-site self-parking for a fee: 

• Valet Parking: $65 daily 
• Self-Parking: $38 daily 
• Off-Site Parking: $20, only on specific days 

Day visitors can prepay for self-parking on-site or off-site and save 20%. CLICK HERE to prepay and make your visit even easier. 

Additional Details:  

• In-and-out privileges are available for overnight guests only 
• Day guests are charged per entry 
• Shuttle transportation is provided from the off-site parking
• Tax is additional to listed rates 
• Additional parking fees may apply 
• The resort is cashless 

No. The pathways are carpeted. Closed‑toe shoes are required to ride the ice! slides; hiking boots are not necessary. Warm shoes are suggested since the attraction is 9°F. 

Yes, small strollers are allowed if they do not impede traffic flow. Double or oversized strollers and wagons (including stroller wagons), whether pushed or pulled, are not permitted in the ice! attraction.

Yes, the ice slides are made for guests of all ages. Guests must be able to walk up the stairs on their own to experience the slides. To enjoy the slides, you must wear closed-toe shoes and one of the JW Marriott Desert Ridge blue parkas provided before you enter. 

No, our holiday events and activities are open to both day guests and overnight guests. Some events include special perks for overnight guests including Chill Hour and Chill Pass.  

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

As an overnight guest who purchased a package with attraction tickets, you will receive an email prior to your stay with instructions on how to reserve your ticket time slot and receive your e-ticket. There are no physical, printed tickets; simply show your electronic ticket to the attendant who will scan it for entry. 

Most guests spend 20–40 minutes inside, but 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. All tickets are single-entry, meaning once you exit the attraction, there is no re-entry.

Our experience is designed to be immersive and engaging for all guests. While the ice slides require guests to walk up steps unassisted and meet specific height requirements, there are many other elements throughout the attraction that are fully accessible. Guests can enjoy beautifully sculpted ice environments, interactive photo opportunities, and moments of discovery around every corner. 

Guests are welcome to take personal 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 Resort & Spa is not responsible for damage to any phone and/or camera equipment. You may notice your camera lens fogging when exiting the attraction due to the temperature change. This typically clears within a few minutes. For safety purposes of other guests and our associates, tripods, additional lights, and related photography and video equipment are not allowed. 

To help keep you warm, all guests receive a complimentary, calf-length winter parka with a hood (available in sizes from infants up to adult 4XL) to wear while in the attraction. We recommend dressing warmly for the occasion: 

• Parka (provided) 
• Closed‑toe shoes (required for the ice! slides) & long pants 
• Hats and gloves (strongly recommended; also available for purchase) 

Our immersive Christmas experience is a walk-through winter attraction featuring hand-carved ice sculptures showcasing approximately a dozen scenes from a classic holiday story. Complete with two-story ice slides, spectacular frozen tunnels, and towering ice sculptures, the attraction is kept at a brisk 9°F to maintain the arctic environment. 

We encourage guests to purchase tickets here in advance to ensure you can reserve your preferred entry time. There will also be an on‑site ticket desk to assist with booking, located near Jingle Junction. All tickets are electronic and delivered by email; simply show your ticket on your phone for entry. 

JW Marriott Phoenix Desert Ridge Resort & Spa features multiple dining options, including Tia Carmen, Kembara, Meritage urban tavern, Copper Alley Games + Bar + Bites, Starbucks, twenty6 lobby bar, AquaRidge pool bar plus options available during Jingle at JW including Fireside Square S’mores & More, and festive pop-up experiences. Reservations are strongly recommended and can be made at JWDRexperience.com.