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. We have also made a few adjustments to the services, amenities and facilities available during your stay. 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
In order to enable a more spacious & comfortable experience and proper social distancing for our guests, pool occupancy limits will be applied. Guest access will be available on a first come, first serve basis. 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.
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
STARS (employees) are required to be aware of and follow personal hygiene, physical distancing 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.
We are using signage throughout the resort to remind guests to maintain social distancing and have removed or re-arranged furniture to allow more space for distancing. In compliance with local and state mandates, occupancy limits and seating capacities have been reduced to allow for appropriate social distancing.
We have added partitions at front desks, concierge stands, and food and beverage service lines to provide an extra level of precaution for our guests; and, have implemented line management initiatives to reinforce proper social distancing.
Face Mask Policy
Unvaccinated guests and customers are required to wear masks. For fully vaccinated guests, masks are optional.
For the protection of our guests and STARS, we have implemented "upon request only" housekeeping service and no STARS are permitted into guest rooms while a guest is present unless for emergency reasons.
The resort currently has limited dining options available and include Wreckers Sports Bar, Sandbar, The Cocoa Bean Coffee House, A La Carte (our contactless delivery or pick-up option), Socio (available on select dates), MOOR (available on select dates), and Villa de Flora (available on select dates).
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.
- 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.
Aquatic area attendants are dedicated to regular cycles of guest touch point sanitization. There is expanded distance between chaise lounge chairs to maintain social distance. Partitions have been installed at towel desk/kiosks. Chaise lounge chairs and cabanas are sanitized after each use.
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!
Please note that Old Hickory Steakhouse and Honeybells are closed.
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.