COVID 19

COVID-19 CANCELLATION POLICY

COVID-19 Cancellation Policy

 

Updated: 4.40pm 25 May 2020

Mt Buller welcomes the Victorian government announcement allowing the snow season to go ahead from 22 June.  The resort is looking to 22 June as the target date for opening the ski area and will provide updates and details to this page as operations are confirmed and plans evolve.

The resort is following government mandated policies and guidelines and expects everyone to observe all government directives. Our collective health and future depends on it.

READ THE GOVERNMENT 24 MAY ANNOUNCEMENT

From May 13, 2020 the government eased some restrictions on movement – check the guidance on what is currently permitted noting the overarching recommendation is to limit travel to within your local area and keep movement to a day trip at most.

From the 31 May, 11.50pm further easing allows overnight travel, more activities and the booking of accommodation and backcountry camping.

Refer to the current Victorian Government Guidelines for specifics.

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.  

  • We’re following stringent practises for cleanliness
  • We are maintaining social spacing
  • Cashless transactions in resort provide the reassurance of contactless payment
  • All public BBQs and other recreational facilities are closed until further notice
  • The government recommends downloading the COVID-Safe app here

On mountain venues 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, lunch and snacks
    • Open daily from 7am – 2pm (till 3pm from Mon 1 June)
    • Phone orders can be made on 03 5777 6024

FREQUENTLY ASKED QUESTIONS – SNOW SEASON

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

Following the government announcement on 24 May Mt Buller and Mt Stirling are working to a target opening date of 22 June, 2020.   We are a very agile industry well adapted to the uncertainty of snow seasons, and are working on the detailed plans to open the resort in accordance with the government guidelines around coronavirus (COVID-19).  

We will need to limit guest volumes in resort to maintain physical distancing, there will be rigid cleaning and sanitation protocols in place, our international staff will sadly not be travelling to work with us this year and our local mountain staff numbers reduced. This means that the full range of products and services normally associated with the alpine resorts will not be available in 2020. We are currently working, in consultation with government and health authorities and others to finalise our COVID-19 Operating Safely Plans and once these are finalised we will share more details.

If I am unable to travel due to coronavirus (COVID-19) can I get a credit or refund?

Mt Buller operators developed an updated cancellation policy.  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 coronavirus (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 coronavirus (COVID-19) and are unable to travel on your intended dates; OR
  • The Mt Buller resort is closed due to coronavirus; OR
  • Government policies due to coronavirus prevent you from travelling on your intended dates; OR
  • Your transport is cancelled or disrupted due to coronavirus preventing you from arriving in resort for your intended dates.

If you had made an early season booking you may wish to revise your travel dates now that there is some clarity around operations.

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.  Following the government announcement we can now advise we are working towards 22 June, 2020 as the target for the season opening. 

Anyone visiting from the Queen’s Birthday Long Weekend will be required to pre-purchase a resort entry pass online and carry wheel chains. However, the ski field will remain closed, along with most of the other facilities and services that usually mark the formal commencement of the season.

Pre-purchased ticketed entry enables the resort to measure and manage capacity in accordance with the Victorian Governments’ public health measures. It also sustains essential services including snow clearing, parking and public facilities.

 

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 share rolling updates as the season opening draws closer. 


USEFUL INFORMATION

The Victorian Dept of Health & Human Services has developed detailed FAQs being regularly updated as guidance changes: https://www.dhhs.vic.gov.au/victorias-restriction-levels-covid-19

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/

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


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