Covid-19 update & cancellation policy: click here.

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Covid-19 Updates & Cancellation Policy

We're getting ready to welcome customers back to Andorra for winter 2020-21, however as you'd expect there are going to be some important changes and updates taking place over the coming months.  The impact of Covid-19 cannot be underestimated, both for those directly affected by the illness but also on the communities and businesses affected by the neccessary changes being implemented.

There will no doubt be changes along the way, so this page will be updated regularly with new information, however we also want to set out our policy when it comes to bookings and cancellations.

Book With Peace of Mind

  • Book with Andorra Resorts and you can cancel free of charge for any reason up to seven days before your booking start date.
  • Even within seven days, if you cannot travel due to Covid-19, eg. health reasons or a local lockdown, we will allow you to cancel free of charge (medical certificate or official confirmation will be required).  In this case you would need to inform us as soon as possible that you are unable to travel.
  • If the resort you are visiting is closed due to Covid-19 we will give you a full refund by the same method of payment within 14 days, just like we did in March 2020.
  • Unfortunately during the coming months changes may need to be made to services, timetables, and options available.  In the case of major changes or the removal of a service you will have the option to cancel and have a refund, however there will be no further obligation for compensation.
  • These improved terms also apply to existing bookings.

Health & Safety

  • We have been and will continue to be in dialogue with all of our service providers to ensure they are following local regulations and best practice guidelines to make your holiday experience as safe as possible.
  • When visiting our office please ensure only one member of your party comes to collect lift passes/lesson tickets, that you follow the markings, keep your distance, and follow the one-way route out of the building.
  • Some suppliers will have very specific health & safety requirements, such as the wearing of a face mask on airport transfers.  It is a condition of booking that you comply with any given instructions, and failure to comply may result in the refusal of service, in which case the supplier would not issue a refund.
Make sure you've packed a spare face mask in your hand luggage, just in case you need a replacement.
 

Updates from Grandvalira

Skiing & Snowboarding
  • Lift capacity will not be reduced, which is in line with the recommendations from Domaines Skiables de France (DSF), the entity with which the ski resorts of Andorra are associated.
  • All visitors over the age of 6 must cover their face with a mask or an approved BUFF®️-type neck gaiter on lifts, in waiting areas and at boarding points.
  • It won’t be necessary for customers to cover their faces when skiing or snowboarding down the slopes, although the use of a mask or neck gaiter is recommended.
  • The ski & snowboard school will adapt their protocols for the safety of its customers and instructors.
Grandvalira's Team
  • Staff will be equipped with masks and gloves at all times.
  • Regularly disinfecting of common areas and areas of frequent contact, as well as all equipment used to practise activities.
In Grandvalira's Facilities
  • Visitors are required to wear masks.
  • Temperature checks will be performed before allowing access to some enclosed spaces.
  • There are signs indicating all points where customers can get gel, masks and disposable gloves, which are all free of charge.
  • Protection screens have been installed at all information points.
  • Social distancing is required in all facilities.
  • Maximum capacity for each service or activity has been limited.
In Grandvalira's Restaurants
  • All staff will have PPE (personal protective equipment).
  • Social distancing will be required.
  • Visitors must follow marked traffic routes.
  • High-quality local and organic products from brands of controlled origin.
  • Introducing the use of digital processes for ordering.
  • Self-service terminals for cash payments are being installed, however paying by card is recommended whenever possible.  

Updates from Vallnord Pal-Arinsal

  • We will be adding updates from Vallnord here as we get closer to the ski season.

Updates for Airport Transfers

News from Andbus
  • The wearing of a mask is compulsory onboard.
  • Capacity on transfers has been temporarily limited to 75%.
  • All buses are disinfected daily with an ozone machine especially for buses, which prevents bacteria and viruses.

Enjoy Your Holiday!

Rest assured that everyone involved in the mountain operations and holiday services, such as lift operators, ski schools, transport providers, hotels, bars & restaurants, are trying their best to make sure the ski resorts are ready for your arrival, and to make them as safe as they can be.

Obviously there are risks like there are at home, so we need your help too to take care like you would at home, to keep distanced where neccessary, to wash and/or sanitise your hands regularly, and to isolate yourself from others if you have any of the symptoms of Covid-19.

Thank you for your understanding and for your continued support, and we hope you enjoy your holiday!

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