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COVID-19 UPDATE:

Updated: 27 March 2020 

Perisher continues to make preparations for our scheduled opening of the 2020 winter season on 6 June. Vail Resorts is closely monitoring the progress of COVID-19 in Australia. As the season approaches, we will advise of any planned changes to resort operations for the 2020 winter season.

COVID-19 FREQUENTLY ASKED QUESTIONS: 

We’re serious about snow, and we know you are too, but we’re most serious about safety. And as we prepare for the 2020 winter season, we want to assure you that first and foremost we are committed to protecting the health and safety of our guests and employees.

COVID-19 presents us with an unprecedented situation that we are taking very seriously, and our teams are working hard to prepare for the potential impacts on the 2020 winter season.

As the situation develops, we know you will have many questions and our aim is to provide regular updates on this page so you can stay informed.

We kindly and respectfully request that you are patient with our teams as they, like you, are doing their best to navigate through this challenging and uncertain time.

GENERAL FAQ'S:

Will the resort be open for the 2020 winter?

We are continuing to prepare for our scheduled opening of the 2020 winter season on 6 June. We are closely monitoring the progress of COVID-19 in Australia and globally. As the season approaches, we will advise of any planned changes to resort operations

What are your season dates?
The planned operating dates for the 2020 Australian winter season vary across our three resorts. Operating dates are as follows. Like every year, they are subject to change, and if they do, we will advise accordingly:
  • Perisher: Saturday, June 6 through Monday, October 5, 2020
  • Falls Creek: Saturday, June 6 through Sunday, October 4, 2020
  • Hotham: Saturday, June 6 through Sunday, October 4, 2020

EPIC AUSTRALIA PASS:

I’ve already bought an Epic Australia Pass

We understand the uncertainty around what the impacts of COVID-19 will be on our community and on safe resort operations when the snow season arrives in June. You are one of our most loyal guests and we want to look after you as best we can.

To give us all more time to understand what these impacts are likely to be, we have moved the final payment date for your Epic Australia Pass from 1 May 2020 to 1 June 2020.

We are continuing to prepare for our scheduled opening of the 2020 winter season on 6 June. As the season approaches, we will advise of any planned changes to resort operations.

I understand the uncertainty, but I still want to buy an Epic Australia Pass

You can buy an Epic Australia Pass now with a non-refundable upfront payment of $49 with the final payment due on 1 June 2020.

LIFT TICKETS, RENTAL & SNOWSPORTS SCHOOL:

Can I get a refund for our winter bookings?

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season.

Our cancellation policy for Lift tickets, Rentals and Snowsports School products (except private lessons) allow you to cancel without penalty up until the day prior to the first day your product is valid.

If we are unable to provide you with the products that you have purchased as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

If the situation changes, we will notify all guests who have booked and will advise in relation to our cancellation policies at that time. Should there be a change to our policies, they will be no less favourable to you, than at the time you purchased the product.

What if I can’t come skiing?

Our cancellation policy for Lift Tickets, Rentals and Snowsports School products (except private lessons) allow you to cancel without penalty up until the day prior to the first day your product is valid.

Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

What if your season is shortened?

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season. As the season approaches, we will advise of any planned changes to resort operations.

If we need to shorten our season due to COVID-19 impacts, we will apply our terms and conditions that are in place at the time you contact us to respond to your circumstance. Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

What if the resort can't open all the lifts and runs?

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season. As the season approaches, we will advise of any planned changes to resort operations.

If we need to scale our operations because of COVID-19, and reduced facilities impact your decision to ski with us this season, we will apply our terms and conditions that are in place at the time you contact us to respond to your circumstance. Should there be a change to our policies, they will be no less favourable to you than at the time you purchased the product.

Also, our cancellation policy for Lift Tickets, Rentals and Snowsports School (except Private Lessons) products allow you to cancel without penalty up until the day prior to the first day your product is valid.

What if the resort doesn’t open at all this winter and I have purchased a lift ticket, lessons or equipment rental?

We are continuing to prepare for our scheduled openings of the 2020 winter season on 6 June. As the season approaches, we will advise of any planned changes to resort operations.

If we are unable to provide you with the lift access, lesson or equipment rental that you have booked as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

What if I cancel a private lesson?

We understand the uncertainty but at this point we continue to prepare for the 2020 winter season.

Our cancellation policy for private lessons allow you to cancel without penalty up until 7 days prior to your private lesson. Cancellations or changes to the date/time of your private lessons made between 7 days and 48 hours prior to the original time and date that was booked will attract a $180 fee. Cancellations or changes made within 48 hours of the originally booked time and date incur a 100% cancellation fee.

If we are unable to provide you with the products that you have purchased as a result of COVID-19, we will provide you with a credit for the 2021 winter season or a full or partial refund, depending on the circumstance.

If the situation changes, we will notify all guests who have booked and will advise in relation to our cancellation policies at that time. Should there be a change to our policies, they will be no less favourable to you, than at the time you purchased the product.

I understand the uncertainty, but I still want to buy Lift tickets, Snowsports Lessons & Rental Equipment

Lift tickets, Snowsports Lessons & Rental Equipment will be available for purchase from the start of April 2020 at our much-improved Online Store.

ACCOMMODATION BOOKINGS:

Can I get a refund on our accommodation booking if the accommodation or the resort is closed?

If the Perisher Valley Hotel and The Station are unable to provide you with the accommodation that you have booked or the resort is closed as a result of COVID-19, we will provide you with a full refund.

Can I get a refund on our accommodation booking if we can’t come due to COVID-19?

Due to the unprecedented nature of the COVID-19 pandemic The Perisher Valley Hotel and The Station aim to provide comfort to guests booking holidays in these uncertain times.

The Perisher Valley Hotel and The Station will provide cancellation, change of dates, credit forward or full refund on all prepaid accommodation if;

  • You, a family member or travelling companion contract COVID-19 and are unable to travel on your intended dates; OR
  • Government policies due to COVID 19 prevent you from travelling on your intended dates; OR
  • Your transport is cancelled or disrupted due to COVID 19 preventing you from arriving in resort for your travel dates.

If your circumstance meets any of the criteria listed above, please e-mail The Perisher Valley Hotel  This email address is being protected from spambots. You need JavaScript enabled to view it. and The Station This email address is being protected from spambots. You need JavaScript enabled to view it. to request a reservation change, or cancellation.

You will be required to provide supporting documentation such as a medical certificate when applying for a cancellation or reservation change.  All claims, with supporting documentation, are to be submitted no later than 24 hours prior to arrival.

This policy is in addition to the standard booking terms and conditions provided by The Perisher Valley Hotel and The Station. In the event of any inconsistencies between these, this policy shall take precedence. 

HEALTH & SAFETY:

What is the resort doing to ensure the health & safety of guests & employees?

The resort has had no reported COVID-19 cases to date. We are constantly monitoring staff and are following the Government’s guidelines in relation to managing employees who may have visited countries abroad or are suffering COVID-19 symptoms.

The health and safety of our guests and our employees is our top priority and accordingly we are following government COVID-19 guidelines. To keep you safe while you’re visiting our resort during the COVID-19 situation, we’ve taken further preventative measures to keep you safe. We are implementing strategies to:

  • Enhance our cleaning activities to ensure more frequent and targeted cleaning of high touch areas and services;
  • Increase the availability of hand sanitizer;
  • Advise our employees not to come to work if they feel unwell or they are under self-isolation requirements;
  • Ask our employees to continue to follow good hygiene practices, including washing hands regularly;
  • Continue to monitor and update our employees on the evolving situation to ensure we can provide you with a safe environment at our resort;
  • Have employees working from home where possible.
I’d like to book ski lessons for my child this winter but how will I know my child’s instructor doesn’t have COVID-19?

We will be thoroughly screening and monitoring all employees ahead of the winter season in accordance with the Government’s requirements at that time. We will continue to have strict rules in place to prevent employees from attending work if they have recently been abroad or are suffering any cold or flu like symptoms.

Will you be hiring any employees from abroad? 

We will continue to strictly adhere to government advice at the relevant time in relation to employment, self-isolation and screening.

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Perisher Valley
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