Event Related Questions
When do the Ice Castles open?
The date that each Ice Castles location will open is dependent on the weather. Colder locations will open before warmer locations.
Please understand that we are not any better at predicting the weather than the weatherman is! We will do the best we can to open each location as soon as they are fully built and ready for guests. As we draw closer to our opening dates we will update each location page:
The Ice Castles will remain open as long as the weather is cold enough, which will vary by location.
Are you open on holidays?
What kind of footwear or clothing should I wear to visit the Ice Castles?
Dress for winter! Warm clothes and winter boots are best. Shoes and boots with flat soles (like dress shoes or cowboy boots) are slippery and not recommended.
Everything inside the Ice Castles is made of ice and snow, including the walking paths. On sunny, warm days, the ice and snow will melt and the surface can become slippery.
Most people don’t have any difficulty walking through the Ice Castles with or without ski poles. However, if you are concerned about your safety inside the Ice Castles, please make your concern known to one of our staff before entering the Ice Castle. When you enter the Ice Castles, you agree to obey the Ice Castle rules and you accept our Waiver of Liability
Is the Ice Castle handicap accessible, and do you allow wheelchairs?
Ice Castles are not created to meet handicap accessibility standards. The material of the walking surface (crushed ice and snow) make it impossible to create normal walking pathways.
The grounds are very bumpy and the ground is not firm. Walking through the Ice Castles is similar to walking on a sandy beach–it takes a lot of effort. Strollers and wheelchairs are very difficult to push through the crushed ice.
The walking surface changes daily depending on recent weather conditions, recent snowfall, current and recent temperatures, etc. The surface is usually not slick, but there are some places that will be slippery.
If the person in the wheelchair is sensitive to bumps, or if a bumpy ride would be painful in any way for the person in the wheelchair, then we do not recommend a visit to the Ice Castles. If uneven terrain and bumps do not bother the person in the wheelchair, then you may bring a wheelchair into the Ice Castles.
We have seen parents bring a sled and pull children with disabilities or young children through the Ice Castles. We allow this as long as the parents don’t run with the sled. Although not fully accessible (due to the material of the structure), we have had groups such as the Australian paralympic team successfully navigate the Ice Castles.
Do you allow pets?
We love our furry friends, but unfortunately we do not allow them in the Ice Castle, and this includes ESA animals. If you have a certified service animal they are welcome to join you, but we ask that you take every precaution possible to assist us in preventing yellow ice as it is impossible to remove.
How long should we plan to spend inside the Ice Castles?
The length of time spent in the Ice Castle will vary from guest to guest. An average time to plan on is anywhere from 30 minutes to an hour.
Can I bring a stroller?
We are not able to accommodate strollers at the Ice Castle. It is extremely difficult to push the stroller through the slushy floor of the castle (it’s like trying to push a stroller through a sandy beach). We recommend bringing a sled to pull small children or wearing small babies in a wrap.
What is the best time to come to the Ice Castles?
Both early in the day and night have their perks. During the day you get to see the deep blues that only the natural light will bring out in the ice, as well as the details in the castle. At night you get to see the LED lights light up the castle.
Ticket Related Questions
Do I have to purchase tickets ahead of time?
We highly recommend purchasing tickets ahead of time. Due to weather dependency dates and hours are subject to change and the best way to ensure that we are open is to buy a ticket beforehand. Click the link to your location below to purchase a ticket for your preferred location:
A limited number of standby tickets are available on site for a higher price than online, however, we cannot guarantee tickets if we reach our max capacity.
Can I buy tickets on site? Does "Sold Out" mean you're really sold out?
Standby tickets are sometimes available on a very limited basis and are more expensive than tickets purchased online. Choosing to come and visit and attempt to purchase standby tickets on site is done so at your own risk – guests should plan to wait for an hour or more, or plan on possibly being turned away, especially if tickets are sold out online.
Does my infant / toddler require a ticket?
Children ages 3 and under are FREE and do not require a ticket.
What is timed ticketing?
When you buy a ticket, you are buying an arrival window. Tickets are good for admission into the Ice Castle for the entirety of the time slot purchased. You may stay as long as you’d like in the venue, but there is no re-entry allowed once you have left the venue.
For example, if you buy a ticket from 7:00-7:30p, we plan on you arriving between 7:00pm and 7:30pm. If you arrive before 7:00pm, you will need to wait until 7:00pm to enter. If you arrive late, then you’ll have to wait and you may lose your ticket.
My group has tickets for a certain time slot and it is now sold out. Can I purchase a ticket for the slot after theirs and come at the same time as my family?
Because there is a 30 minute time window of you are able to arrive, if your entire group arrives at the time where the time slots meet (for example, tickets purchased at 4:00-4:30 and 4:30-5:00 could all have an arrival time of 4:30 with no problems)
How do I exchange my ticket to another date or time?
Please submit all exchange requests here.
Ticket dates and times may by changed as long as requests are made 24 hours in advance. Please take this policy into consideration if there is inclement weather imminent or if you have a sudden change of circumstances.
Requests that fall within 24 hours of an existing reservation will incur a $5.00 – PER TICKET fee to exchange to another date and time. If your request falls within 24 hours of your existing tour, please contact our Customer Care Team at (866) 435-2850 to pay this fee and confirm your exchange by phone.
How can I exchange from a weekday tour to a weekend tour?
Because pricing varies from weekday to weekend tours, this would be considered an upgrade.
(Note): If you are looking to upgrade your tickets (from a weekday tour to a weekend tour) please contact our Customer Care team at (866) 435-2850 to pay the difference in price by phone.
What is considered an even exchange?
When you are requesting to exchange your ticket for another tour within your current pricing structure.
(For Example): – Weekday Prices are (Monday-Thursday) | Weekend Prices are (Friday – Sunday)
What is my request is close to the 24 hour policy?
Our ticketing provider (ShowClix) processes these requests daily, 7 days a week. We understand your urgency and will do our very best to get to your request in a timely manner.
Why is there a $5 per ticket exchange fee?
We understand that sometimes things do happen the day of the event, however we receive a large number of ticket exchange requests per day and if we don’t have 24 hours notice we aren’t able to release the tickets to be sold again. With so many days and times selling out we need a reasonable amount of time to release the tickets so they can be sold. It’s much like a concert or race where there is limited space available and it is an industry standard to have a limited ticket exchange policy. Previously we have had a policy that no ticket exchanges could be made unless there was 24 hours notice, but we wanted to provide an option where people wouldn’t lose the entire value of the ticket.
My account is showing a double charge from Ice Castles. Why?
Every time you attempt to purchase tickets, our system will attempt to charge your card. Because your card isn’t being declined for insufficient funds, and is most likely being declined because the billing address isn’t perfectly matching that on the card, or you are using a debit card that is not accepted by our system, the funds are being “reserved” on the account. These funds will be returned to your account within 3-7 business days. We will, however, do everything on our end to be sure that this is not an actual charge.
I can no longer use my tickets. How do I get a refund?
All tickets are final sale. As stated on our website when purchasing the tickets, we do not issue refunds. We can, however, swap out your tickets to a different date and time with 24 hours advanced notice of the scheduled ticket time. Within 24 hours, or after the scheduled ticket time has passed, there is a $5 per ticket fee to transfer tickets.
If you’d like to switch your tickets this can be done through the following form
We are unable to make it. Can we still use our tickets?
There is a $5 fee to transfer tickets to a different date and time after the scheduled ticket time has passed. If you are interested in transferring your ticket please call us at (866) 435-2850 and someone will assist with your request. We are available Monday-Friday 9am-9pm EST.
Do you sell gift cards or gift certificates?
We apologize, however, at this time, gift cards or certificates are not available to purchase in advance.
How do I redeem my code from third parties (Groupon, Radio, etc)?
Go to our website www.icecastles.com.
From our Home Page select which location of the deal you purchased.
On the Location Page, you will find a section entitled “Buy Tickets”.
Click on the date you want to visit (only dates highlighted in blue are available) then a drop down menu will appear below the calendar showing available time slots. (The time slots are organized as arrival times. If you select a 4pm – 4:30pm time slot, you need to arrive between 4pm and 4:30 or your could forfeit your ticket. You may stay in the Ice Castles as long as you’d like.)
Select the arrival time from this dropdown menu.
Click the “Get Tickets” button.
Select the number of tickets you want.
Click “Get Tickets” again.
This will bring you to a new page. Select the delivery option. “Print at Home” will email a PDF to your email and “Mobile” will send the tickets as a text message. The fastest way for us to scan your ticket upon your arrival is to have the PDF or text showing on your phone.
In the “Have a Coupon” section, enter the code that you received from Groupon or KSL. Click “Apply Coupon.” As long as you entered the code correctly, the code will be applied to 1, 2, or 4 tickets taking the price of those tickets to $0. If you are having trouble with this step, please check the code. Nine out of ten messages we receive about Groupon codes are because the code was simply entered incorrectly. It is common to confuse the letter O with the number 0.
If your Groupon was for 2 tickets and you are buying 3, you’ll need to pay for the 1 additional ticket in this step to complete the process.
When you arrive, just have the bar code or the QR code that is on the tickets showing on your phone or printed on paper and you’ll be good to go!
Do you offer group rates?
We offer a 15% discount that is automatically applied to your online order when you spend:
NH, CO, Edmonton & Lake Geneva = $150 or more
UT & MN = $125 or more
All of our event pages are built to accommodate up to 50 tickets per order. For group purchases under 50 tickets please purchase your tickets online.
If you need assistance with a group larger than 50+ or are looking to purchase tickets for a non-profit group please fill out the following form.
I purchased a Groupon last year and never used it. Can I use it now?
Your Groupon expired last season, however, the value of the Groupon never expires. Send us a copy of your Groupon to – firstname.lastname@example.org so that we can verify it, and we will create a coupon for the dollar amount of the Groupon.
Do you offer discounts for non-profit organizations?
For non-profit organizations that would like to attend the Ice Castle we offer a 25% discount. If this is something you would be interested in, please fill out the following form and someone will reach out to you to assist with your ticket purchase