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covid safe

Keeping you, our employees and communities safe

We are incredibly excited to welcome you back for skiing and snowboarding. Skiing and snowboarding at our resorts will be different this season, but we feel confident we’ll provide a great guest experience. If we see further easing of physical distancing rules, we will adjust our operations to expand services while continuing to prioritise safety. Thank you again for your patience as our season plans evolve in relation to the impact of COVID-19 on operations.

The health and safety of our guests, employees and communities is our top priority. COVID-19 presents us with an unprecedented situation, and we want to share our enhanced safety protocols with you.

In accordance with government guidance, current restrictions and the latest safety advice, we have implemented the following measures that will help ensure the health and safety of our guests and staff.

COVID-19icons

WHAT TO EXPECT:

We are open. To provide a safe experience for everyone, all skiers and snowboarders are requested to: 

  • PRE-PURCHASE YOUR PASS OR LIFT TICKETS: Due to resort capacity limits, guests must pre-purchase season passes or lift tickets online well in advance. Same-day lift ticket sales will not be available. 
  • EPIC AUSTRALIA PASS


  • MAINTAIN SOCIAL DISTANCING: Guests are requested to maintain 1.5m physical distance from other people at all times in the resort. Guests who live together will be allowed to ride lifts together while others will need to physically distance. Guests will be requested to refrain from congregating in large groups.
    We will be limiting the number of people in rental, retail and ticket outlets as well as using signage to indicate safe distancing indoors. All our premises will be cashless this season.

  • DOWNLOAD THE RESORT APP: Stay informed with the most up-to-date resort information.
    Click here to download. 

  • FOOD & BEVERAGE: Food and beverage operations and indoor seating will be limited. We encourage you to pack your own snacks and lunch.

  • NO TOBOGGANING & SNOW PLAY: Following NPWS advice tobogganing and snow play is not permitted. The Toboggan Slope and Tube Town will be closed for the season.

  • STAY HOME IF UNWELL: Please stay home if you are sick or are considered high risk. Do not visit the resort. 

  • RESPECT THE RULES: You may respectfully be asked to leave the resort if you do not follow all hygiene and physical distancing guidelines.

  • DOWNLOAD THE COVID-SAFE APP: Click here to download.

 

MANDATORY PRE-PURCHASING:
  • We will be carefully managing the number of skiers and snowboarders able to enjoy the resort daily, based on the amount of terrain and lifts open to achieve physical distancing. To enjoy the best possible snow experience and to guarantee resort access, guests will be required to pre-purchase their pass or lift tickets online well in advance of their visit.
  • We aim to progressively open all resort facilities through the season, however, some services such as childcare and all-day Children’s Snowsports School programs will not be offered until we assess it safe to do so.

mandatory Pre Purchase

PHYSICAL DISTANCING:

Physical distancing means keeping 1.5 metres away from others. You must always follow physical distancing while at the resort.

Physical Distancing Icon

  • Indoors, there will be signs and ground markings to instruct guests where to stand in line, and where to keep on moving.  
  • Lift queues will be redesigned to maintain physical distancing and we will be restricting the amount of people on lifts at a time. For example, on a four seated quad chairlift, only two people will be permitted, sitting on each side of the chair. Except those that live together can ride together.
  • Venues will operate at reduced capacity so that physical distancing can be achieved in restaurants and common areas.
  • While indoor social distancing requirements are in place, food and beverage operations and indoor seating will be limited.
  • Skiers and snowboarders will be asked to change how they spend their days on the mountain. Guests will be encouraged to bring snacks and lunch and enjoy short breaks on the mountain in the clean mountain air, taking in the never-ending views.
  • New outdoor seating areas will be provided to enable skiers and snowboarders to socially distance over lunch in the beautiful alpine environment.

physical distancing icons lifts

GOOD HYGIENE:

Guests will be asked to follow government health and hygiene guidance. You can find more information here.

  • Mobile hand washing and hand sanitising stations will be positioned in areas around the resort. You will see these hand sanitisation stations in high touchpoint areas such as restaurants.
  • We’re following stringent practises in cleaning all resort facilities including restrooms
  • It is important that you stay at home if you feel unwell

Good Hygiene Icon


Your Most Frequently Asked Questions:

COVID-19 is presenting our teams with an extremely high volume of enquiries. They are all important to us and we are doing our best to get to them.

We want you to have all the information you need for a safe and seamless snow experience, so we have put together your most frequently questions. Please check the information below for updates and answers:

Why aren't you releasing more tickets/reservations yet?

Based on physical distancing, state government restrictions and current mountain conditions we have had to limit the number of guests visiting Perisher. We apologise if you have missed out on Lift Tickets or reservation access for your desired days. As soon as conditions improve we hope to release more Lift Ticket, Lesson and Rental products.

Please keep an eye on our Social Media channels and our website for updates on our next stages of Lift Ticket, Lesson & Rental release. Multi-day tickets will go on sale first, with two and one-day tickets to follow.

Subscribe to mailing list for regular updates on Lift Ticket, Lesson & Rental releases.

When are you releasing tickets for after 24 July?

We are currently limiting the number of guests visiting Perisher. We will release more Lift Tickets, Lessons and Rentals for dates for after 24 July once we are confident with the amount of skiable terrain we will have open.

Subscribe to our mailing list for regular updates on Lift Ticket, Lesson & Rental releases.

When will I receive my order confirmation?

We apologise for the delay in sending our order confirmations.

If you do not receive your confirmation prior to arrival in resort, but if you have completed your order, received a shopping cart number and have had the funds deducted from your account, rest assured your tickets are secured. 

Simply present your valid photo ID in a ticket office to collect your tickets.

For questions regarding Epic Australia Pass, Epic Pass, Epic Military Pass & Pass Holder Access Reservations, please click here

Frequently Asked Questions: 

Health & Safety:

We are committed to the health and safety of our guests, employees and communities. It is our top priority.
COVID-19 presents us with an unprecedented situation, and we are implementing the following protocols in our resorts to put your safety first. 

How are you protecting the health and safety of guests, employees and resort communities?
  • We have worked closely with industry and Government representatives to develop our COVID-19 Safe Operating Plan to guide our safe resort operations this season. It encompasses two equally important parts; Vail Resorts’ initiatives to keep guests and employees safe and the expectations of guests to keep themselves and others safe.
  • We will continue to operate within the Government’s regulations as and when they evolve relating to COVID-19 and resort operations. We are strictly following all advice from the Australian Department of Health. You can find these guidelines here.
  • We encourage you to download the COVIDSafe app which speeds up contacting people exposed to coronavirus (COVID-19). Click here to download the app.
  • We request that guests who are feeling unwell do not visit our resorts. 
How will Physical Distancing be implemented in resort?
  • Perisher will operate at approximately 50 percent of normal capacity to enable physical distancing measures per current government guidelines until any changes allow for greater access.
  • Physical distancing will be actively promoted throughout our resorts in lift queues, on chairlifts, within indoor facilities and on transport. 
  • We are carefully managing the number of skiers and snowboarders able to enjoy the resort daily, based on the amount of terrain and lifts open.
  • Cash will not be accepted by outlets operated by us.
  • Enforcing limits on public gatherings, including events and certain Snowsports lessons. 
  • We’re limiting venue occupancy to align with the Government’s regulations.
What new hygiene and cleaning measures are you implementing?
  • We are training our staff on hygiene and cleaning protocols.
  • We will provide hand sanitisation stations in our resorts.
  • We are adopting enhanced cleaning measures of high-touch surfaces and increasing the frequency of public area cleaning.
What staff training and protocols are you implementing?
  • All of our employees are trained in COVID-19 safe operating procedures.
  • All employees will not be permitted to attend work if the below symptoms arise or conditions are present:
    • Coughing, fever, or difficulty breathing
    • Have travelled internationally in the last 14 days
    • Been in a location with widespread COVID-19 transmission in the last 14 days
    • Been in close contact with a person known or suspected of having COVID-19 in the last 14 days
    • Tested positive for COVID-19 within the last 14 days
What will you do if there is a COVID-19 case detected in resort?

In the event of COVID-19 detection, we will provide a coordinated response with the State Health Department. Although this process will be lead by the State Health Department, it will likely involve isolation of the impacted guest or staff member and a trace and track procedure to identify all at-risk people who may also be required to enter a period of isolation.

The resort will follow the directions of the State Health Department to undertake reactive cleaning and sanitation protocols.

What commitments to health and safety do I need to make as a guest in order to visit?

To enable safe resort operations, guests are respectfully requested to stay home if they are not feeling well or are considered high risk. To ensure the safest experience for everyone, guests will be asked to respect all protocols and respect physical distancing guidelines.

  • Physical Distancing Guidelines: Physical distancing will be provided at each resort, based on the amount of terrain and lifts open. Guests will be asked to respect 1.5metres of physical distance at all times in the ski area and at ski lifts unless they are with a group that they live with.

  • Personal Responsibility: A safe snow experience is the responsibility of everyone. Guests are expected to adhere to government cleanliness, hygiene and physical distancing guidelines, in addition to the Alpine Responsibility Code, to provide a safe environment for everyone. The Australian Government is encouraging Australians to download the COVIDSafe app to improve safety. You can find more information and download it here.

Key Changes to the 2020 Season:

Will there be capacity limits at the resort this season?

Yes, the resort will commence operations at approximately 50 percent of capacity to enable physical distancing measures, per government guidelines.

This means that guests without a season pass will be required to purchase lift tickets in advance as on-the-day lift ticket purchases at the resorts will not be available until further notice.

How will lift operations change?

Lift operations will run at reduced capacity to allow for physical distancing. Guests who live together will be allowed to ride lifts together. Others will be required to physically distance as follows:

Physical Distance Lift Icons

What are the resort operating hours?

Lift operating times are published at the Lift Report.

LIFT REPORT

What Snowsports School lessons will be available during the 2020 season and how do I book?

A limited range of lessons will be available and all bookings must be made online and in advance of arrival to the resort.

Will adult group lessons be available?

Yes, adult group lessons will be available and must be purchased online in advance.

Will private lessons be available?

Private lessons are available.

Family Private lessons are available for children aged 3-5 years to participate. To maintain the physical distancing requirement, a parent, guardian or responsible adult from the same household must be present for the duration of the lesson to assist the instructor. 

Will kids lessons be available?

Yes, lessons for 6-14 year old kids will be available. 

As a result of the impacts to the season from COVID-19 and to provide the safest experience for guests and employees, group lessons for 3-5 year old kids will not be offered at this stage. Every effort will be made to deliver group lessons for this age group as soon as possible.

Family Private lessons are available for children aged 3-5 years to participate. To maintain the physical distancing requirement, a parent, guardian or responsible adult from the same household must be present for the duration of the lesson to assist the instructor. 

We thank you for your continued patience.

Will Child Care be available this season?

No. As a result of the impacts to the season from COVID-19 and to provide the safest experience for guests and employees, Child Care will not be offered at this stage. Every effort will be made to deliver this product as soon as possible.

We thank you for your continued patience.

Will Winter Sports Club be offered this season?

As a result of the impacts to the season from COVID-19 and to provide the safest experience for guests and employees, we will be delivering a varied Winter Sports Club program for the 2020 season.

For more program information please see the Winter Sports Club Program pages

Will you have equipment rental available?

Yes, we will have skis, snowboards and boots, clothing and helmet hire available with additional cleaning, sanitisation and management in place.

Will First Tracks Continue this Season?

Due to a reduction in Skitube capacity to provide physical distancing, Epic Australia Pass holders will be provided exclusive access to First Tracks on selected lifts in Perisher Valley from 7.30am on Saturday’s and Sunday’s from 4 July. 

For more information on First Tracks, please click here

Will Night Skiing Continue this Season?

Yes, on Tuesday and Saturday nights from July through to September. Epic Australia Pass holders enjoy FREE access to night skiing.

For more information on First Tracks, please click here

Will there be terrain parks this season?

Yes, we will have terrain parks this season.

The location of each terrain park will be subject to terrain availability and lift access.

How will accommodation in resort look different this year?

Hotels, apartments and lodges will operate at reduced capacity to ensure that physical distancing can be achieved in restaurants and common areas.

For more information about hospitality reservations and protocols click the link below

TERMS & CONDITIONS

Will you have food and beverage available in resort?

Yes, limited food and beverage will be available across the resort. In most cases, food service will be limited to take-away, at least in the early season. Guests are encouraged to bring their own snacks and lunch to enjoy on the mountain.

With indoor physical distancing requirements in place, food and beverage options and indoor seating will be limited, but additional outdoor seating will be provided. Most venues will be cashless for contactless payment. If physical distancing requirements ease, food and beverage facilities will gain more capacity.

Will the Skitube be running for the 2020 Season?

Yes. Perisher’s Skitube will be operating at reduced capacity with amended timetables. Guests must purchase their Skitube tickets online and in advance, as no on-the-day purchasing will be available. Skitube guests carrying luggage for overnight stays will be required to travel outside of peak operating periods.

14890 PSR L1 COVID 19 SkitubeLandingPage Icons Jun20 copy

For more information on the Skitube see here:

SKITUBE

Refunds & Cancellation Policy:

Are the winter products I purchased prior to 9th June still valid?

Yes, guests that booked prior to 9 June will receive communication providing instructions on how to validate or refund their booking with one of our Contact Centre team.

What is your cancellation policy?

Considering the current COVID-19 situation, we’ve made our cancellation policy simpler and more flexible than ever so you can book with complete confidence for the 2020 snow season.

Click here to find out more:

TERMS & CONDITIONS

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

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

If you have not booked accommodation with The Station, Perisher Valley Hotel or Hotham Holidays, the Terms and Conditions associated with your accommodation booking will need to be discussed with your accommodation provider.

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, The Station and Hotham Holidays aim to provide comfort to guests booking holidays in these uncertain times.

The Perisher Valley Hotel, The Station and Hotham Holidays 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., The Station This email address is being protected from spambots. You need JavaScript enabled to view it. or Hotham Holidays 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, The Station and Hotham Holidays. In the event of any inconsistencies between these, this policy shall take precedence.

If you have not booked accommodation with The Station, Perisher Valley Hotel or Hotham Holidays, the Terms and Conditions associated with your accommodation booking will need to be discussed with your accommodation provider.

 

COVID-Safe App COVID-SafeApp

We recommend downloading the COVID-Safe App before you visit Perisher this season.

Perisher App PerisherApp

For all the latest news, plus snow & weather updates, download the Perisher App.

 

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