Polar Reservation Policies | Grand Canyon Railway & Hotel

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Our Polar Express Reservation Policies

The Grand Canyon Railway & Hotel is part of the Xanterra Travel Collection. Reserving a room through Xanterra’s Central Reservations Office or through our website ensures that you receive the most accurate information available and never pay a booking fee.

We are committed to helping you find your ultimate Grand Canyon Railway experience, while working to protect and preserve Grand Canyon National Park for future generations.

Make a Reservation

Book your Polar Express experience online or call toll free: 888-848-3511 for Polar Express train only or Polar Express packages. If outside the U.S., please call 303-THETRAIN (303-843-8724).

Things to Know

Guest Check-In/Out Times

Hotel check-in time: 3:00 p.m.
Hotel check-out time: 11:00 a.m.

RV Resort check-in time: 1:00 p.m.
RV Resort check-out time: 11:00 a.m.

Pet Resort check-in time: any time after kennel is open (subject to availability)
Pet Resort check-out time: 11:00 a.m.

Ticket Pickup Information

All tickets are available at the Train Depot at the Will Call counter. Allow a minimum of 1 hour before departure time to pick up tickets. The guest whose name is on the reservation will need to present a photo I.D. to receive train tickets.

For Polar Express Train Only Guests: We recommend arriving at least one hour before departure. This should provide enough time to pick up tickets at will-call and be ready to board The Polar Express. The train will begin boarding 15 minutes before departure. Guests may pick up tickets earlier. Tickets will be available after 12:00 p.m. on the day of your train departure.

For Polar Express Hotel Package Guests: The Grand Canyon Railway Hotel is conveniently located adjacent to the Williams Depot. Guests can begin checking in at the hotel at 3:00 p.m. After check-in, they may pick up the train tickets at will-call inside the Williams Depot. If on the 5:30 p.m. departure, we recommend arriving in Williams around 3:00 p.m. to check-in, pick up the train tickets and have plenty of time for dinner.

Parking

Grand Canyon Railway & Hotel offers plentiful complimentary parking in Williams. If you book a package that includes an overnight stay at the Grand Canyon South Rim, you are welcome to leave your personal vehicle parked in our lots for the duration of your getaway. Please visit the Front Desk or Depot Ticket Counter for additional information.

Online Payment Methods

We accept Visa, MasterCard, Discover, American Express, JCB, and Diners Club.

How to Make a Reservation

You can quickly and efficiently make a reservation or check availability online, or you can talk with one of our knowledgeable reservations agents toll-free at 888-848-3511.

Central Reservations Hours of Operation

Daily – 7:00 a.m. to 7:00 p.m., Mountain Time

What time is it? Time is confusing out here! Arizona does not follow daylight savings as it is in the Mountain Standard Time Zone. However Denver, Colorado, where our Central Reservations Office is located, does follow DST as it is in the Mountain Time Zone. Click here to check what time it is at our Central Reservations Office.

You can call our Central Reservations Office toll-free within the U.S. at 1-888-848-3511 for Polar Express train only or Polar Express packages. If outside the U.S. call 303-843-8724.

NOTE: The reservations office is closed Thanksgiving, Christmas and New Year’s Day, and will close at 12:00 p.m. on the day prior to each of these holidays.

For same day reservations or to reach a lodge guest, please call Grand Canyon Railway & Hotel at 928-635-4010.

You may also contact us at:
Xanterra Travel Collection
Central Reservations
6312 South Fiddlers Green Circle, Suite 600N
Greenwood Village, Colorado 80111

Policies

Rates

Our rates are quoted in U.S. funds, and are subject to change at any time without notice. Your deposit guarantees your reservation(s) at the rate reserved at the time of booking. Any modifications to your reservation(s) may result in the entire purchase being subject to the new applicable rate.

Unless otherwise noted, room rates are per room, per night, based on double occupancy. Extra adult and rollaway charges apply. Children 15 and under stay free when accompanied by an adult.

Polar Express tickets are per person, based upon adult and child rates. Adults are considered 16 years of age or older. Children are ages 2 to 15, and infants are under the age of 2. Tickets are not required for infants, as long as the child sits in a lap.

All room rates, ticket only purchases, or packages are subject to applicable taxes. Rates quoted do not include the current tax. Taxes are subject to change.

Rates are stated in U.S. dollars.

Reservation Policies

Polar Express tickets and packages are generally available for sale one year in advance from the current Polar Express season. Our Central Reservations office will begin accepting reservations for Polar Express via phone at 7am Mountain time (Denver, CO time) on the first of November each year. Advance reservations are strongly recommended for Polar Express.

The majority of our rooms are available to book via our online reservation system.

Reservations for individuals may be made for up to 9 rooms, or for up to 19 train seats. Ten or more rooms, or 20 or more train seats, is considered a Group and these requests may be submitted to Grand Canyon Railway’s Group department at (800-843-8723). Reservations booked via this site that are considered to be a Group are subject to cancellation.

Deposits

All Polar Express reservations require full payment at the time of booking the reservation.

You may use Discover, JCB, American Express, Carte Blanche, Diners Club, MasterCard or Visa, and we will charge your credit card upon completion of the reservation.

If booking a Polar Express package, the deposit will guarantee your room reservation for an arrival beyond 3:00 p.m.

Any modifications to your reservation(s) may result in the entire stay/tickets being subject to the new applicable rate.

Please note, all reservations must be made in the name of the cardholder, and the cardholder must be present at the time of check-in.

Cancellation Policies

Cancellation Policy for 2020 Polar Express Reservations ONLY

For 2020 ONLY (valid 11/6/20 to 1/3/21), cancellations for Polar Express train only or Polar Express packages are fully refundable, provided you cancel the reservation and obtain a cancellation number at least 7 days prior to the date of travel. Cancellations made less than 7 days prior to the date of travel will be non-refundable, and your payment will be forfeited. Reservations booked within 7 days of travel are immediately non-refundable.

Cancellation Policy for Polar Express (Excluding 2020 Reservations)

Cancellations for Polar Express train only reservations are non-refundable, and cancellations for Polar Express packages are subject to a 50% cancellation penalty. Polar Express cancellations are considered to be a reduction to the number of guests or a cancellation of the entire reservation.

Modify or Cancel Your Reservation

Reservations made online may be canceled online, but if a modification is required, then you will need to contact Central Reservations at 888-848-3511.

For Polar Express reservations during the 2020 season ONLY (valid 11/6/2020 to 1/3/2021), if you cancel your reservation for any reason less than seven (7) days prior to arrival, your deposit will be forfeited.

For Polar Express tickets only (excluding 2020), if you cancel your reservation for any reason, your deposit is forfeited.

For Polar Express packages (excluding 2020), if you cancel your reservation for any reason, 50% of your deposit is forfeited.

Pets & Service Dogs

Animals or pets are not allowed, with the exception of qualified Service Dogs for guests with disabilities. Please advise your reservations agent if you are traveling with a Service Dog.

What is a Service Dog

At Grand Canyon Railway & Hotel, a Service Dog is defined as a dog that is personally trained to do work or perform tasks for the benefit of a guest with a disability. There are many different acceptable conditions for using a service dog, such as guiding a blind person, pulling a wheelchair, or alerting and protecting a person who is having a seizure, and other special tasks as defined in Title III of the Americans with Disabilities Act (ADA). A Service Dog is not a pet. All Service Dogs shall be up to date on all required vaccinations upon arrival at the property, and may be subject to additional rules and regulations of the National Park Service.

Are Pets, Service Dogs in Training, or Emotional Support Dogs Considered Service Dogs?

No. Service Dogs do not include pets or Service Dogs in Training. Nor are Emotional Support Dogs or “assistance animals” considered Service Dogs based on a decision by the U.S. Department of Justice. None of these animals will be able to stay in rooms at the Grand Canyon Railway Hotel and must stay at the Pet Resort.