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FAQs - JW San Antonio

Frequently Asked Questions

What is ice!?
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. 
Since it’s 9°F, what should I wear inside?

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) 
Are special shoes or boots required?
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. 
How long does the ice! experience take?
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. All tickets are single-entry, meaning once you exit the attraction, you cannot re-enter. 
Where can I buy tickets for ice! at JW Marriott San Antonio Hill Country Resort & Spa?

All tickets must be purchased in advance at tickets.jwhillcountry.com. The resort does not have an on‑site box office. All tickets are electronic and delivered by email; simply show your ticket on your phone for entry. 
How do I get my tickets if I booked an overnight stay package?
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. 
Do you need to be a hotel guest to buy tickets?
No. However, while most of our holiday events and activities are open to both day guests and overnight guests, some events include special perks for overnight guests.  
What is the Chill Pass, and can I purchase one?
The Chill Pass is an exclusive and complimentary benefit for overnight guests of JW Marriott San Antonio Hill Country Resort & Spa. For overnight guests, Chill Pass offers front-of-line access and shorter wait times for ice!. Tickets to ice! are still required and must be purchased separately and in advance. The Chill Pass benefit is not offered for sale. 
Is the ice! attraction accessible?
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. 
May I take photos and shoot video?
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 San Antonio HIll Country 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.
Are the ice slides inside the attraction for adults too?
Yes, the ice slides are made for guests of all ages. We have slides created for smaller guests and adults. 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 San Antonio Hill Country Resort & Spa blue parkas provided before you enter. 
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. JW Marriott San Antonio Hill Country Resort & Spa 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.
Where do I park when coming to see ice!? Can I purchase in advance?

We offer multiple parking locations both on-site and off-site with a shuttle service. Day visitors can click here to prepay for parking and save more time and money. Purchase in advance to ensure an icy, smooth visit. Upon arrival, please follow signs to your designated parking location. We highly recommend arriving early to allow ample time for parking.

*Prepaid parking is only available for day visitors. Parking is valid for single use on date of visit, in and out privileges are not allowed. Tax is additional to listed rates.
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.
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.
Does admission to ice! include complimentary hot chocolate?
Admission does not include complimentary hot chocolate, but it is available for purchase. 
Are strollers allowed?
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.
What Christmas activities and events are available at the Resort?
JW Marriott San Antonio Hill Country Resort & Spa offers a variety of festive holiday attractions and seasonal experiences, including our immersive Christmas experience, ice!. For a complete list and availability, please visit tickets.jwhillcountry.com. 
Where can I buy tickets for Christmas activities?
All tickets must be purchased in advance at tickets.jwhillcountry.com. The resort does not have an on‑site box office. All tickets are electronic and delivered by email; simply show your ticket on your phone for entry. 
What are the hours of operation for all events and activities?
Hours of operation vary by event and by day. Visit www.jwhillcountrychristmas.com for a detailed list of all activities, their availability, and any height requirements.  
Are tickets timed-entry, or can they be used anytime?
Many attractions, including ice!, 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 not late for your selected time slot. 
Can I change my time slot?

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. Requests must be made prior to your ticket’s current date and time.   

Overnight guests are permitted to change or cancel their attraction tickets at no charge up to five (5) days 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.  

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. 
Where can I find policies (like height restrictions) for each activity?
For activity information and safety policies, visit tickets.jwhillcountry.com for a detailed list of all activities, policies, and height requirements.  
What time do I need to arrive for my timed ticket?
We recommend arriving at least 15 minutes early. JW Marriott San Antonio Hill Country Resort & Spa 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. 
What do I do if I miss my time slot?
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. 
Do I need to be an overnight resort guest to buy tickets?
No. However, while most of our holiday events and activities are open to both day guests and overnight guests, some events include special perks for overnight guests.  
Do I need to be an overnight resort guest to make dining reservations?

Dining reservations are prioritized for overnight resort guests. These guests may book reservations through a special link provided in their pre-arrival communications. 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. 
How do I get my tickets if they are part of a package?
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. 
Can I apply more than one discount when purchasing attraction tickets?
No, only one discount can be applied per ticket, and they cannot be applied retroactively. Blackout dates and restrictions apply.  
What is the height restriction for Snow Flow Mountain (ice tubing)?
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. 
What is the check-in process for overnight guests?
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. 
What is the Chill Pass?
The Chill Pass is an exclusive and complimentary benefit for overnight guests of JW Marriott San Antonio Hill Country Resort & Spa. 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. 
Where do I park on my visit to JW Marriott San Antonio Hill Country Resort & Spa? Is there a fee?

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

  • Valet Parking: $45 daily 

  • Self-Parking: $29 daily 

Additional Details:  

  • In-and-out privileges are available for overnight guests only 

  • Day guests are charged per entry 

  • Tax is additional to listed rates 

  • Additional parking fees may apply 

  • The resort is cashless 
How do I get my tickets if they are part of a package?

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. 
How do I find my way around the resort?
Visit jwsanantonio.ipoolside.com to access everything you need for your stay, including dining reservations, activity and event tickets, holiday attractions, and other hotel amenities.  
What type of payments are accepted at the resort?

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. 
Where can I dine on property during my stay?

JW Marriott San Antonio Hill Country Resort & Spa features multiple dining options, including fine dining, casual dining, quick service, and grab-and-go. Overnight guests receive priority seating for dining, and on select peak evenings, dining is exclusive to overnight resort guests. Reservations are strongly recommended and can be made at jwsanantonio.ipoolside.com 
Where do I park on my visit to JW Marriott San Antonio Hill Country Resort & Spa? Is there a fee?

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

  • Valet Parking: $45 daily 

  • Self-Parking: $29 daily 

Additional Details:  

  • In-and-out privileges are available for overnight guests only 

  • Day guests are charged per entry 

  • Tax is additional to listed rates 

  • Additional parking fees may apply 

  • The resort is cashless 

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