Frequently Asked Questions

When can I arrive?

We completely understand you are excited to arrive at our Wilderness Village. Check-in is from 2:00 pm, so if you are arriving early, there are loads to experience to enjoy on the mountain.

We look forward to welcoming you.

If you are arriving a little late that's ok, after Guest services close at 5:30 pm your Arrival pack will be in Hellyers Restaurant for collection.

If you are planning on arriving really late, please drive safely, watch out for the wildlife, and we will have your Arrival pack waiting for you in a secure location. To clarify this, please let us know via email if you're going to be arriving really late. 

When are payments taken?

Due to the ever-changing COVID-19 border restrictions, we have made our policy to process payments on departure, so please feel confident, no deposits are taken, and our cancellation policy is full payment with 72 hours or less notice. But if you can provide evidence a cancellation is due to COVID-19 and or border restrictions we may waiver the min 72-hour notice.

If you have booked with a third-party operator it is our recommendation that you continue to contact your third-party operator in regards to a refund, alteration and hopefully not a cancellation.

If you have booked directly with us please search your confirmation email we sent you, drop us a line with your information, and details of potential dates to change to and our office staff will help process your request.