Attractions & Activities
When does Santa leave Photos with Santa?
December 24th - last day (he's ready for a vacation post-Christmas)
How can guests book their room package tickets?
Guests will receive an email with their access code to book their tickets on the website.
Offer to exchange to another activity first
Guests attend on the wrong day and purchased their tickets through Groupon
They must contact Groupon for their other tickets and purchase for today.
Do we modify any orders from Groupon?
NO
Who needs a ticket for Mrs. Claus' Christmas Traditions?
Everyone!
What's the Chill Pass?
express line for hotel guests for ice!
Guests missed their ice! time - time was 11am and it's now 1pm
Manually validate and escort in
Guest has tickets for yesterday but came today AND purchased ticket insurance
They must repurchase for today and contact FanShield for yesterday's tickets.
Is ice! handicap/stroller accessible?
Yes!
How long do guests get to complete Gingerbread Decorating and Elf Training Academy?
30 minutes
What does Code Adam mean?
Lost child - listen for the description and if possible help look
Guests missed their ice! time and the attraction is now closed
Reschedule for another day, reminding them that the price could vary by date and time and verify okay to pay more.
Explain what guests should do if they need a refund and purchased insurance.
Contact FanShield through the email they received at purchase.
Can we exchange our Gold Bundle for a Silver Bundle?
No, unless they want to use the credit for a different activity.
What are the requirements for children on Snow Flow Mountain?
42 inches tall and able to carry their own tube up the hill
A group comes to the desk and say they're with a group
Call Group Sales Coordinators
Guest came on the wrong day - their tickets are for tomorrow.
Modify order, validate, and escort in
Guest arrive at the end of the day, the attraction is closed, and they ordered tickets on Groupon
They must contact Groupon.
We can't complete all of our activities today. Our kid is sick.
Reschedule for a different day. No refunds.
Name 3 activities that do not require a timed entrance.
Christmas Carousel, Snow Flow Mountain, and Snowball Build & Blast
What two pieces of information do we need to help customers with Room Packages?
The name their room is booked under and their hotel confirmation number
The line to get into ice! is SO LONG!
Offer a different time today or another day, make sure they are not a hotel guest, get a leader
Guest purchased for Nashville instead of Orlando
Guests must repurchase for this location. We can send an email on their behalf to the incorrect location to ask for a refund, or the guest can respond to their confirmation email with their new order number to request a refund.
I bought activities for today separately but then I saw there was a bundle available. Can I get a discount/refund?
Yes, as long as it's in the future.