Our guests are our number one priority

What to Expect at Gaylord Palms Resort

Taking care of our guests has always been our number one priority. We have implemented a variety of new protocols and elevated practices, in response to the COVID-19 pandemic and keeping with our high standards of cleanliness and commitment to providing excellent service. Here is what to expect during your stay at Gaylord Palms.

Commitment to Clean

We are raising our demanding standards to an even higher level with new protocols for the current circumstances. As a part of Marriott International’s family, we have put in place a multi-pronged approach designed to meet the health and safety challenges presented by COVID-19 as outlined in Marriott’s Commitment to Clean.

Cypress Springs Water Park & Resort Pools Capacity

Guests who have booked a guest room with two queen beds will receive four wristbands allowing access to the pools. Guests who have booked a king guest room will receive two wristbands allowing access to the pools. Guests who have booked a suite will receive five wristbands allowing access to the pools.

Policies, Safety & Services
Arrival Information

If you would like to enjoy our Resort prior to check-in time, the bell stand can hold your luggage, and we suggest you pre-pack a separate day bag with all your essential items and attire.

During check-in, please confirm we have your email address on file to ensure you receive your e-folio after departure.

Please note that the following items are required for check-in:

*Person whose name is on the reservation must be present with their ID at check-in
*Any validation for special rates (AAA, AARP, etc.)
*Credit card or debit card

Departure Information

Bell stand can hold your luggage if you would like to stay past check-out time.

During peak departure times, valet service will be expedited on the drive and will be first-come, first-serve [call-down service will not be available].

We know your time is valuable, so a copy of your folio will be emailed directly to you after your stay. Folios will not be delivered to the Guest Room. To save you even more time, you may now check-out via text message, as well as on your in-room TV.

To check out with your cell phone, simply text the word “Checkout” followed by your room number to 55000.

To check out using the TV, select Checkout from the Main Menu screen.

Shared Responsibilities

We’re laser-focused on providing our teams with the tools, training and resources that are necessary in this environment. We ask that you also take steps to protect the health of those around you: avoiding traveling if not well, practicing sound preventative actions such as good hand hygiene, and following the physical distancing and health practices as outlined by state/local law and the hotel.

Hygiene & Cleanliness

Anyone with any known symptoms of COVID-19 will not be allowed to work. STARS (employees) are required to be aware of and follow personal hygiene, and Personal Protective Equipment, in compliance with all federal, state and local public health guidance. Hand sanitizing stations for guest use are placed in high traffic areas and public spaces.

Face Mask Policy

For Associates: All unvaccinated Associates will wear face coverings both indoors and outdoors.

Flexible Cancellation

In response to changing marketplace conditions, Gaylord Hotels is committed to ensuring our customers experience flexibility during these challenging times. For all Gaylord Hotels, we are extending our flexible reservation policies. Change and cancellation policies for guests with existing reservations for any future arrival date, including pre-paid reservations, full changes or cancellations are permitted at no charge up to 72 hours prior to arrival.

Please note that this policy may not apply to travel associated with a Group booking. For guests with Group reservations (e.g., for meetings, events or conferences), please review the booking rate rules and contact the group organizer for more information.

Guests who booked via online travel agents or other third-party travel professionals are advised to contact their booking provider directly for further information.

*Important Information:

- Some exclusions may apply. May exclude certain resort properties, periods with special event restrictions and peak demand nights. Please refer to the property's Rate Details for applicable terms or exceptions, if any, when booking or changing reservations.
- Individual (transient) guestroom reservation refunds of any kind (e.g., cash or credit voucher) may take up to 90 days from the date of cancellation to be processed. The form and timing of refund may be subject to applicable laws where each hotel is located.
- For group organizer questions on terms or conditions of group contacts, please contact the hotel.

Pool Safety

Aquatic area attendants are dedicated to regular cycles of guest touch point sanitization.  

Cypress Springs Water Park

Premium Poolside Seating & Cabanas

Want to guarantee your spot at the pool now? We are pleased to offer premium pool-side seating or private cabanas for rental. Our private cabanas provide extra shade and space, comfortable lounge areas, refrigerators and more!

Gone are the days of having to rush down to the pool early to hold your spot!

Reserve Your Space Today!

Water Attraction Rules

Book with Confidence

Our flexible rates and cancellation policies make planning your getaway easier than ever. We are committed to ensuring our customers experience flexibility during these challenging times and are extending our flexible reservation policies.

Check Out Our Mobile App!

Take advantage of the Marriott Bonvoy™ app where Members can experience contactless service by utilizing mobile check-in/out, mobile requests, mobile key and more!

Plan Your Next Getaway

Enjoy the same fun-filled family-friendly activities you know and love, with the confidence that our all-in-one-place experience has been purposely redesigned to respect social distancing and our enhanced Commitment to Clean program.