Q&A: Covid-19

We get many questions from you regarding reimbursement and rules if the facility has to close due to Covid-19. There are also many who wonder how the winter season will play out in the resort.
Some of these questions we can answer, others there will be updates on later and continuously.

Therefore, we have gathered some of the most frequently asked questions here hoping that this will give you some answers.

Lift pass / season pass

- What happens if you have to close earlier this year as well due to the Covid-19? Will we get our money back for the season pass?

For those who buy season tickets from us, we guarantee a refund if we should, contrary to expectation, get into a situation where the facilities have to shut down for large parts of the season due to Covid-19. Within the period 21 November - 18 April (Hafjell and Kvitfjell), the following reimbursement scheme will apply to the season 20-21:

- Will you refund lift passes that has not been used yet?

Refund of pre-ordered lift tickets:
- Pre-ordered lift tickets that cannot be used due to illness or Covid-19 are refunded by submitting documentation of illness or quarantine until 1 DAY BEFORE arrival.
- Pre-ordered lift tickets that cannot be used for reasons other than illness must be canceled 10 DAYS BEFORE arrival.

- We bought the Early Bird deal with you, will this be refunded if you need to close down?

Yes. We offer a FULL refund of the WHOLE order if we need to close down due to the Covid-19.
Other than and if you need to cancel, normal refund rules are in place (20 days rule for refunds regarding accomodation).
Unused lift passes will be fully refunded with no cancellation deadline. 

- What happens if we are not allowed to travel to Norway because of the Covid-19, or that you have to close the country because of it?

Then you get a full refund of the order, no matter how long it is or short until arrival.

- We think it is unsafe to travel because we are afraid of Covid-19. Can we cancel at any time and still get a full refund?

No, you will only receive a full refund if the country you live in close down, you are not allowed to travel to our country, or Norway and or the facility is required to close. Only then does it trigger a full refund.
If you regret booking or no longer want to travel because you are afraid of infection, general cancellation rules apply.

- We had season pass last year and have not been able to use the card in the last few weeks since you closed. Do we get money back for this?

No. According to the rules prepared by Alpinanleggenes Landsforening, ALF the norwegian union for ski resorts, it does not trigger a refund if the facility was open 2/3 of the season. Last year, despite the fact that the last six weeks were closed down, 2/3 of the season was completed so that no refund is triggered.

- Do we who had a season pass last year get a bigger discount than others when buying this year's season pass?

Last year's season ticket buyers were given the opportunity to add this year's summer for only NOK 1,000 as a small patch on the wound for the winter season, which was shortened by six weeks. When this year's season card is now launched, it has an early discount that is the same for everyone.

- It's really bad that you do not pay refunds to all of us who had season tickets last year, must it be so?

We understand that the season was short for many last year. It was for us too. As we were ordered to close due to the very serious infection situation with Covid-19, this was a highly unforeseen situation for us. The majority of all in both ski resorts, Hafjell and Kvitfjell, were laid off and the company lost several million as a result. Of course, we wish the season had been carried out as planned, no one wants more ski days for our guests than us, but we have complied with ALF's rules afterwards and we will do the same this year. All focus now is on ensuring that this year's season is carried out in a responsible manner with regard to infection control and not least that the season is snowy and long.

The facility

- Are you going to close parts of the facility or reduce lift capacity this year due to Covid-19?

The work of looking at infection control routines and how we best take care of you while you are in our facilities, is now starting. This applies to everything from infection control in gondolas and lifts and not least cleaning and routines at our restaurants and in the facility in general.
We will return with more info about this when it is ready. Then you can use this link which turns BLUE when it has content to refer to.

Accommodation

- Do we get a refund of all products if you have to shut down due to Covid-19?

Yes, everything will be refunded if we are ordered to close our facilities. The same applies if the country you live in introduces quarantine on departure.

- What do we do if the country we belong to turns red while we are on holiday with you or are forced to go home sooner?

If the country you origin from has turned red while you are on holiday with us, you will not be refunded your stay. If it is our country that shuts down and you have to return before the stay is over, then the unused days will be refunded.

- We bought the Early Bird deal with you, will this be refunded if you need to close down?

Yes. We offer a FULL refund of the WHOLE order if we need to close down due to the Covid-19.
Other than and if you need to cancel, normal refund rules are in place (20 days rule for refunds regarding accomodation).
Lift passes in this case, which are discounted, are not refunded.

- What happens if we are not allowed to travel to Norway because of the Covid-19, or that you have to close the country because of it?

Then you get a full refund of the order, no matter how long it is or short until arrival.

- We think it is unsafe to travel because we are afraid of Covid-19. Can we cancel at any time and still get a full refund?

No, you will only receive a full refund if the country you live in close down, you are not allowed to travel to our country, or Norway and or the facility is required to close. Only then does it trigger a full refund.
If you regret booking or no longer want to travel because you are afraid of infection, general cancellation rules apply.

- How do you handle infection control in the units you rent out?

We perform cleaning in accordance to FHI's guidelines (The Norwegian Health Institute) and spray down all door handles, toilets, slippery surfaces, handles, remote controls, batteries etc. All units are also equipped with Antibac.

- Is it OK that we as guest use your cabins/appartments or the hotel during our quarantine days?

In order to stop the virus spreading across boarders, it will not be possible for guests coming from red countries to live in our units this winter season. It is the current infection situation at the time of entry that is applicable. Read more on FHI's pages.

https://www.fhi.no/nettpub/coronavirus/fakta/reiserad-knyttet-til-nytt-koronavirus-coronavirus/

Ski School

- Will we get a refund of paid ski school if Hafjell Alpinsenter has to close down because of Covid-19?

Yes. We offer a FULL refund of the WHOLE order if we need to close down due to the Covid-19.

- How do you handle infection control in the ski school?

We will adapt the lectures, games and exercises in order to prevent Covid-19. This involves keeping distance and not having physical contact. For the children ski school we will find other ways to communicate in order to create a safe and secure environment for and with the children.
We also wish that only one adult accompanies the children to the ski school. I our own "warm room" in the ski house he will only house one child group at the same time and there will be no serving of food.

- We have bought discounted ski school via the Early Bird campaign, will this be refunded if the resort has to close down?

Yes, if the alpine center has to close down due to Covid-19, all orders will be refunded. No matter how short/long till arrival. Other than this, and if you need to cancel, normal refund rules are in place:
Cancellation up until the day before the lecture, a full amount minus and fee of NOK 195, - will be refunded.
In case of cancellation the same day a doctors cancellation is need, if this is in place, a full refund will be paid minus a fee of NOK 195, -