COVID-19: Frequently Asked Questions
April 01 2020
We realize these unprecedented circumstances bring with them many questions. We are working through new policies and protocols and will post new information as it becomes available.
We are experiencing heavy call, email, and social media volume and appreciate your patience as we work hard to respond to all inquiries over the coming days and weeks. In the meantime, please read through the below Frequently Asked Questions for the most up-to-date information we are able to provide.
- I have bought tickets online, will I get a refund on my tickets?
Yes, we will be issuing full refunds for any unused 2019.20 tickets that were purchased online. Reach out to firstname.lastname@example.org, but please understand that we are experiencing a high level of inquiries at this time. We will respond to your request as soon as possible.
- I have unused days left on my 2019.20 Vertical Card, will I get reimbursed?
Unused days on your 2019.20 Vertical Card will automatically be deferred for use during our 2020.21 season.
- I have unused lift tickets from Costco, will I get reimbursed?
If you have not opened the envelope containing your Costco lift tickets, then you can return your lift tickets to Costco (by April 30) for a full refund. Alternatively, any unused lift tickets from Costco will also be valid for use next winter. To have your lift tickets rolled over for use next winter, please email a photo of the lift tickets to our Guest Services team at email@example.com.
- I have purchased tickets from a third party (ie: Mountain Collective, Ikon Pass, Sunshine Super Card or another re-seller). What can I do?
Please reach out to the pass product or re-seller directly to assess your options.
- Is there anything currently open at the Resort?
The Sutton Place Hotel remains open at the Resort and our Guest Services department is accepting email and phone calls on weekdays from 8:00am - 4:30pm. Please refer to our hours of operations page for more details.
- Is there anything currently open in Revelstoke?
Yes, please refer to Tourism Revelstoke's website for a list of current openings and a list of ideas of what to do while in Revelstoke during this time.
- Can I skin up Mt. Mackenzie while the Resort is closed?
No. Due to several safety concerns, access to the area will be strictly prohibited and will be enforced. Those who do not adhere to the closure can be penalized with restricted access for next season.
- I am a 2019.20 Season Passholder, will I get any reimbursement?
We will not be providing any refunds or reimbursements to compensate for the 2019.20 season. In acknowledgement of these uncertain and stressful times and to show our appreciation for those who continue to support our business and our community, we would however like to offer those who held a 2019.20 Season Pass a 20% discount for next season. Click here for more information on our 2020.21 Season Passes.
- I want to buy a 2020.21 Season Pass. What happens if you do not open for the 2020.21 season?
We fully intend to open for next winter and we will make every effort to do so. In an attempt to provide some comfort to those looking for the best price on a 2020.21 Season Pass, we have introduced a 'no questions asked' refund policy which will be in effect until October 31, 2020. Our policies and procedures in the event that Covid-19 prevents us from opening have yet to be defined but we aim to have those details confirmed prior to October 31, 2020. Click here for more information on our 2020.21 Season Passes.
- Will you be opening for summer 2020?
We fully intend to open for summer and we will make every effort to do so. At this time, we are taking a look at how we can adjust our operating procedures to allow for appropriate distancing between guests and how we can meet and exceed sanitization standards to provide a clean and safe environment for everyone at the Resort. We are currently cautiously optimistic and working towards a projected opening at the end of June. Please follow us on Facebook, Instagram or sign up for our email newsletter for the most up-to-date information.