COVID 19

COVID-19 CANCELLATION POLICY

COVID-19 Cancellation Policy

Jump to section:

  1. Staying Safe and Healthy

2. Frequently asked questions - Winter

3. Frequently asked questions - Summer

 

Updated: 5pm 27 March 2020

Mt Buller is committed to the health and wellbeing of all guests, employees and our community.

Access to the Mt Buller village currently remains open for residents, staff and visitors partaking in independent, outdoor activities including hiking and mountain biking and seeking time in nature during this challenging time.  The resort is following government mandated policies and guidelines and expects everyone to observe government directives regarding non-essential travel and physical distancing. Our collective health and future depends on it.

We’ll update this page regularly as information relating to COVID-19 is confirmed and our plans evolve, so please continue to check in here.

 

First Things First – Staying Safe and Healthy

To protect all guests, employees and the wider community we’re following all government mandated guidelines and health recommendations and ask you to do the same.

To keep safe and protected we have these measures in place and we expect all members of our community to follow the government directives:

  • We’re following stringent practises for cleanliness in all venues
  • Rigorous standards are being maintained for food handling
  • Staff have been directed to self-isolate as per guidelines in the instance of illness or recent travel.
  • Mt Buller is following all Australian Department of Health’s Guidelines here.
  • No camping is permitted anywhere in the resorts until further notice
Opening hours/services:       
  • The ABOM café is providing meals, coffee and snacks for take away only. Limited take away wine and beer is also available.
    • Food service is offered daily 9am – 2pm and 5pm – 8pm
    • Coffee, cold drinks and cabinet snacks are offered 9am – 8pm
    • You can call ahead to order on 03 5777 7901 or order in venue
  • Mt Buller Grocer is a full-ranged licenced supermarket in the village centre.
    • Open weekdays 10am – 1.30pm & 4-6pm. Sat 9am-6pm, Sun 9am – 3pm
    • Call on 03 5777 6133
  • Coffee Garage at Ski Club of Victoria is open for coffee, fresh juices and take away savoury meals which can be enjoyed outside.
    • Open daily from 7am – 2pm
    • Phone orders can be made on 03 5777 6024

 

Frequently asked questions - Winter

I want to ski and snowboard this winter. Will Mt Buller Mt Stirling be open for 2020? 

At this stage it is too early to tell if the 2020 season will be impacted due to the coronavirus (COVID-19) and all decisions will be made in accordance with instruction from Victoria’s Chief Health Officer.  We hope to have the resort open for skiing and snowboarding, and have been working preparing with the expected completion of the village development, expanded snowmaking and a large new water storage reservoir.   We are a very agile industry well adapted to the uncertainty of snow seasons, and are currently preparing to open on the Queen’s Birthday weekend along with contingency plans if this cannot occur. We will provide updates as things become clear.

I’ve purchased lift passes and accommodation for the 2020 season. Can I get a credit or refund?

We understand COVID-19 may require changes to your plans between now and then, and we don’t want you to worry. Mt Buller operators have developed an updated COVID-19 cancellation policy to provide customers some peace of mind. 

In addition to the existing cancellation policy offered by most operators that enables refunds for cancellations outside 30 days of an intended visit, a new COVID-19 specific policy has been developed allowing you to request a cancellation, change of dates, credit forward or full refund on your pre-paid resort entry, accommodation, lift, lesson, rental products and other pre-paid services and activities from participating partners if;

  • You or a family member (or travelling companion) contract COVID 19 and are unable to travel on your intended dates; OR
  • The Mt Buller resort is closed due to COVID 19; 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 intended dates.

Right now you do not need to do anything, but you can be assured you have protection should COVID-19 prevent you from going ahead with your plans for winter.

I have a season membership for 2020 – what will happen with that?

Buller Ski Lifts is planning for all scenarios at this time and will share an update regarding cancellation and credit options with Season Members shortly, should they be needed.

What will happen with the 2020 Snow Squad Seasonal Programs?

Although we hope the Snow Squad participants may be able to enjoy some time on the slopes this winter, we have developed contingencies if the season can’t go ahead as planned. Simply, if we cannot deliver the Snow Squad program there will be credits or refunds.  More information is available here.

When will you open this season? 

Mt Buller snow season traditionally opens on the Queen’s Birthday long weekend in June, or when we have sufficient snow to start operations, whichever comes first.  A later opening is always a possibility and is part of our planning for 2020.  We will advise as we know more.

What if you can’t open this winter?

Unfortunately this is a scenario that we must plan for.  Should the COVID-19 situation prevent the resort operating this winter Mt Buller will implement cancellation and refunds as required and adjust plans to protect our guests and operators.  This is a huge challenge for our community, our nation and our planet so we will take each step deliberately and responsibly as the situation evolves.

The resort has a vital role providing jobs, supporting families and sustaining businesses within our community. When this challenge has passed we will be ready to play our part in the post-bushfires and coronavirus (COVID-19) recovery for the region.

 

FREQUENTLY ASKED QUESTIONS - SUMMER

I want to go mountain biking and hiking. Can I come up to the mountain? 

We urge everyone to follow the government directives regarding non-essential travel and physical distancing for your own safety and for those around you. 

Are your remaining summer events going ahead? 

As per the latest guidelines all major events have been postponed to avoid unnecessary gatherings.  You can check our events calendar here for updates. Please contact event organisers directly for information on specific events and to request credit/refunds where applicable.

Is bike rental available in the village?

No. All Terrain Cycles’ Mt Buller store has closed for the safety of their staff and guests.

Can I get a refund for my summer booking?

Mt Buller operators have developed a COVID-19 related cancellation policy to provide customers with peace of mind in this unique situation. The new policy allows you to request a cancellation, change of dates, credit or full refund on your pre-paid bookings from participating partners if;

  • You or 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.

Please contact Buller Holidays on 1800 28 55 37 (BULLER) or bookings@bullerholidays.com.au if you booked via mtbuller.com.au or use the contact information on your booking if you made it directly with another operator.

 

MORE QUESTIONS?

Please contact Buller Holidays on 1800 810 200 or bookings@bullerholidays.com.au if you booked via mtbuller.com.au or the contact information on your booking if you made it directly. 

Look after yourself and one another and we will keep you updated as this situation evolves. 


USEFUL information

If you suspect you may have the coronavirus disease (COVID-19) call the dedicated hotline – open 24 hours, 7 days – 1800 675 398

For the latest health information and advice go to http://coronavirus.vic.gov.au/

Emergency Information and Warnings

Search for the VicEmergency app or go to the Vic Emergency website: https://www.emergency.vic.gov.au/

For the Australian Ski Areas Association response to Covid-19 visit http://asaa.org.au/

 


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