Customer FAQs

 

  1. I made a booking before lockdown, what happens to my credit?

    Thank you for your patience. Your credit is valid for a whole year from the date that we reopen. You will also have access to priority booking from the 24th of August, just email, Facebook message us or call and leave a message with your details and we will get back to you as soon as we can

  2. I had a voucher that expired between the 19th of March and the reopening date, is this still valid?

    Don't worry, you will have 6 months from the date we reopen to use them

  3. When will the facility re open?

    We plan to open on Saturdays between 11am and 4pm in September and whatever the demand dictates from then onwards.

  4. Can I just arrive on site and use the slope?

    Unfortunately we're not able to offer open sessions at the moment, all sessions MUST be booked in advance.

  5. When can I book a session?

    The phone lines will be open from the 31st of August between 10am and 12pm. Customers with credit can call or message us from the week commencing the 24th of August and will be given priority booking.

  6. How do I book a session?

    Call us on 01560 322 320 between 10am and 12pm Monday to Friday or leave us a message with your details and we will call you.

    You will be asked to make payment at the time of booking to secure your slot. Refunds will be available up until 24 hours before your booking.

  7. I am not available when the phone lines are open, how do I get in touch?

    You can leave a message with your telephone number detailing when you are available and we'll do our best to get back to you during that time.

  8. What changes have been made to ensure customer and staff safety?
    1. We will be staggering our activities to allow time between the end of sessions and the beginning of the next. At the time of booking you will be given a specific time slot for arrival. If you are running late, you must contact us before the session begins to let us know.
    2. We have limited the number of people on our sessions.
    3. There will be signage and floor markings to help with social distancing.
    4. Only 2 people will be permitted in the building at one time.
    5. Hand sanitiser will be available at various points on site.
    6. Staff will be wearing PPE indoors at all times.
    7. Our kit will be cleaned before and after every use.
    8. Unfortunately, parents accompanying a 3-5 year old on our tubing sessions will be charged at this time due to limited session capacity.
  9. Can I bring my own equipment?

    We actively encourage you to bring your own kit. Helmets don’t need to be snow sports specific but must be flat at the front, without a peak and will be inspected by one of the team for suitability upon arrival. Please bring ski equipment ready for use, no adjustments can be made indoors at the moment.

  10. Can I spectate?

    We would love to welcome everyone to the slope but, for now we ask that only non-participating parents/guardians of children stay on site.

  11. I can no longer attend my booking, can I have a refund?

    Our currently refund policy states that refunds can be issued up to 48 hours before the booking, however, we have changed this for the time being to 24 hours.

  12. How are the sessions affected?

    We won't be able to run regular sessions like Saturday Club, Tiny Tot Private Lessons/Group Sessions or Club Sessions for a couple of months.

    Our Tubing and skiing sessions will be limited to 10 people.

  13. Can I book a children's tubing party?

    We can offer tubing parties within the government guidelines, please call us for up to date information. For now, all parties are limited to 10 and charged at the normal £8/head rate. Fewer people means more slope time.

  14. Can I still get a drink/snack while I'm there?

    We will be offering tuck shop items as well as self-serve instant coffee and tea. Hand sanitiser and wipes will be made readily available.

  15. Do I need to pay with my card?

    All payments for sessions will be taken over the phone when you book. If you would like to buy tuck shop items or re-book when you're on site you can pay with cash but card payments would be preferable.

  16. I am part of a club, when will they start again?

    Get in touch with your club; we will be in touch with them directly to organise the best time to return.

  17. How many people are permitted on each session?

    We have reduced our session numbers to 10 for all activities.

  18. Can I book a session exclusively for my family and friends?

    We will be offering tubing and recreational slots that you can book exclusively for your friends and family. If you would be interested in this, please call us on 01560 322 320 for more information.

  19. Are there toilet facilities available on site?

    Yes, however they are small so only one person is permitted to use them at any one time.

  20. Will my details be taken for 'Track and Trace'?

    We will take the details of the person making the booking and will keep this, in line with government advice.