Like you, we’re really looking forward to winter and are hopeful that we will be able to get out on the mountain this year. We’re currently planning for a range of scenarios for what our season might look like and will keep you updated here with new information as we get closer to our scheduled opening dates.
Our top priority is to look after the health and wellbeing of our community which means all our staff are working from home for the next four weeks. While we adjust to this new way of working and get our systems in place, we appreciate your understanding that it may take a little longer to get back to your queries.
Below we’ve answered some questions that many of you have. If there’s anything else you’d like to ask us, please flick through an email to firstname.lastname@example.org.
Health & Safety On Our Mountains
The health and safety of all our customers and staff is of the upmost importance to us. Coming into winter we will be enhancing our cleaning protocols to maintain a healthy mountain environment.
- Following government guidelines, all staff are currently working from home
- The interior surfaces of our gondola cabins will be wiped down with hospital grade disinfectant daily.
- Increased educational signage reminding guests about safe hygiene practices.
- The interior surfaces of our buses wiped down twice every day with hospital grade disinfectant and a hospital grade air-conditioning disinfectant is sprayed into our ducting and coils every day.
- Increased and enhanced cleaning protocols especially in high-traffic areas and surfaces
- We continue to review guidelines and update our procedures to ensure we can provide you with a safe environment at our resort.
- We continue to follow the government and Ministry of Health’s guidelines. You can find out more here – www.covid19.govt.nz
I can’t get to New Zealand or your ski area, can I get a refund?
As our ski season is still a couple months away we aren’t currently considering requests for refunds. We will continue to review the situation as we get closer to the season.
If you’ve purchased a multi-day pass, they can be used anytime during the season (between June – October) which gives you some flexibility.
If you can’t travel to New Zealand this year due to the Covid-19 pandemic or travel restrictions, we will roll your product over to the 2021 season.
If you are purchasing a 3 Peak Season Pass we encourage you to take up the Pass Protection product as it provides greater personal coverage during season.
Does pass protection cover me for Covid-19?
Our pass protection policy has been updated in light of the Covid-19 pandemic.
“Pass protection is your injury/medical cover and provides for full or partial refund of the season pass where an injury, medical condition or travel ban imposed by regulatory bodies, precludes or significantly limits ability to use the pass throughout the entire season.”
I want to buy a pass.
To give you more time to make your decision about winter 2020 we’ve extended our Earlybird pricing for our 3 Peak Pass and Multi-Day passes until our season opens. We haven’t set an end date for the Earlybird sale as yet, but will give you plenty of notice so you don’t miss out on the 2020 season!
If you want to pay in instalments, our 3 and 6 instalment options are available until the 31st of March. From 1st April you will need to pay in full.
In the event that we’re unable to open at all this season we will offer to rollover products purchased for use in the 2021 season or provide full refunds.
If you are purchasing a 3 Peak Season Pass we encourage you to take up the Pass Protection product which provides greater personal coverage during season.
What if your mountains don’t open at all this winter?
We understand your uncertainty around winter 2020. We are still a couple of months out from the start of our winter season, but in the unlikely event that we’re unable to open for the entire season we will offer to rollover products purchased for use in the 2021 season or provide full refunds.
What if your mountains only open for part of the season?
If mountain operations are disrupted or affected by the pandemic for a period of time, our cancellation and refund policies will be reviewed to be fair and flexible for our customers.
What if you can’t open everything?
If any facilities or areas on our mountains aren’t operational due to the Covid-19 pandemic, and this impacts your decision to ski with us then our cancellation and refund policies will be reviewed to be fair and flexible for our customers.