frequently asked questions

Below are the answers to some of the questions we’re often asked. There’s a lot here so please click on the link below to direct you to that section of questions and answers. Please note that some of these relate to our Bansko Chalets only, for details on our Poland chalet please contact us directly.

Booking your holiday
Paying for your holiday
Equipment hire
Lessons (Ski School)
Lift passes
Holidays with children
In resort
Before you travel

If you don’t find the answer to your questions below please don’t hesitate to drop us an email or give us a call, we’ll be happy to answer any other questions you may have. Once you’re in resort please remember that if you want to know something, or need something extra to make your stay more comfortable, you just have to ask the resort team.

Booking your Holiday

Q – What is your policy towards COVID-19 & Risk-Free Booking
In light of the Coronavirus pandemic, we want all guests to be able to book with confidence and have therefore introduced the simple policy below in addition to our usual terms and conditions.

New bookings will have the option to defer their stay or a full refund, if at the time of their intended stay;

  • The UK FCO (Foreign & Commonwealth Office) advise against all but essential travel to your chalet destination country, or;
  • Local Authorities in the country of the chalet impose travel restrictions which affect the ability to reach the chalet, or;
  • Local Authorities in your origin country impose travel restrictions which affect the ability for you to travel to the chalet.

We recommend all guests check their travel and winter sports insurance carefully prior to travel.

Additionally, to help with social distancing we will this winter be limiting all our chalets to single groups only, no chalet will have separate independent bookings. 

Q – What is included in the holiday price?
All our chalet stays include:

  • Transfers to and from resort and Sofia International Airport
  • 7 nights’ accommodation, towels and bed linen
  • Daily breakfast
  • Three-course evening meal (6 days) with choice of wine and beer
  • Daily Shuttle to and from the gondola
  • Use of chalet hot tubs, saunas, steam rooms (chalet dependent)
  • Chalet WiFi

The following items are not included but we can help arrange some of these:

  • Lift pass (can be pre-booked by Snomads)
  • Ski/snowboard equipment hire
  • Ski/snowboard lessons
  • Childcare
  • Insurance
  • Flights

Paying for your Holiday

Q – What payment methods do you accept?
(Visa, Mastercard, American Express) You can pay securely online, simply login to ‘MyBooking’ using the button at the top of our website. You will need your MyBooking login details provided to the lead guest.

You can also pay by bank transfer (BACS/Faster Payments). If you’re making a transfer from a non-UK account please ensure you pay both the beneficiary and payee charges.

Q – Is there a charge for using a credit card?
We accept Visa, Mastercard and AMEX. There is no charge for personal accounts.

Q – What deposit is needed to secure the holiday?
If you would like to book we require a non-refundable deposit of 30% to secure your stay.

Q – When do I have to pay for my holiday in full?
Your final balance is due at least 8 weeks before your arrival date. You will be sent a gentle reminder via email when the balance is due.
Full booking terms and conditions can be found here

Equipment Hire 

Q – Can you hire ski clothing in resort? 
Our Chalets run a Retro Rental offering (think bright old-school onesies). Alternatively, it is possible to hire adult clothing through our Ski School partners. You can also hire ski clothing from the following site: ski-stuff 

Q – Can I hire a helmet? 
Childrens rental includes free helmet hire. For adults, helmets are also available for a small charge. 

Q – Can I pre-book ski/snowboard hire? 
There is no need to do this, we sort all equipment when you arrive in resort. Learn more & see prices.

Lessons (Ski School) 

Q – Do the instructors speak English? 
Our Ski School partners all speak fluent English. 

Q – Which ski schools do you recommend? 
We have a partnership with SkiMania, widely regarded as one of the best ski schools in Bansko and used by most chalet operators. Learn more & see prices 

Q – When should I book lessons? 
We can sort most Standard Group lessons once you arrive in resort. If you want Private Group or One-to-One lessons we need to know this before you arrive to make sure extra instructors are available. Check MyBooking for the deadline and information required. During certain peak weeks we may ask you to pre-book all lessons prior to your arrival.

Q – Can my children have lessons? 
Lessons are available for all children aged 6 and above, for both skiing and snowboarding.

Lift Passes 

Q – Can I pre-book lift passes? 
Yes, we are able to pre-book Adult, Child under 13 and Child under 7 lift passes so they are ready for you on your arrival. We recommend doing this to save time queuing. Pre-booking passes can be done in MyBooking under the passes tab. Your passes will be delivered to your chalet before breakfast on the first morning, giving you plenty on time to make the first lifts. 

Lift Passes include mountain insurance in case of injury and you need transporting down the mountain. This does not cover medical costs and is not a replacement for comprehensive Travel Insurance which we recommend you have.

Q – Can I buy a VIP pass? 
VIP/Queue jump passes are only available to those with a full season lift pass and mountain staff. It is not possible to purchase a VIP pass and anyone offering these is lying.

Holidays with Children

Q – What are the child prices?
Our child discount is 25% off the adult price and applies to children under the age of 13 at the time of travel. Infants under the age of 3 stay for free. 

Q – Can my child eat dinner earlier?
We usually serve young children a bit earlier than adults. If you have Sole Occupancy of any chalet you have the choice of all eating together if you wish.

Q – Does my child need sunglasses?
Absolutely! Snow blindness or photokeratitis is a type of temporary eye damage caused by snow reflecting UV light. Even those too young to ski may need some form of protective eyewear. Goggles are also recommended for skiing, as they offer a more comfortable fit with a ski helmet and are better than sunglasses if it’s snowing!

Q – Are car seats provided on transfers?
Unfortunately, baby seats are not available on our transfers. However, child or booster seats are available as long as they are requested when completing your travel details in MyBooking. 

Q – Are car seats provided in resort vehicles?
Baby seats are not available, but booster and child seats are available in our resort vehicles.

In Resort 

Q – How does the shuttle work? 
Our daily shuttle will drop you off each morning and pick you up in the afternoon. It is not a 24-hour service. Times vary week to week but usually the latest morning shuttle is 09:30 and afternoon pick-ups are 16:00-17:00 Staff will explain more on your arrival. 

Q – I have a dietary requirement, can you cater for me? 
Absolutely, just make sure this has been noted on the guest page in MyBooking so we are aware prior to your arrival. 

Q – What will the weather/snow conditions be like? 
We can never be too sure what the weather will be like but we do a regular snow dance! Our resort is high altitude and should the snow be a little sparse, snow cannon coverage of 80+% ensures there will be plenty of piste to ski. Check out the weather forecasts here to keep updated. 

Q – Are there Hairdryers? 
We do not supply hairdryers in our properties. 

Q – Are there towels and bathrobes in the chalet? 
Yes, hand and bath towels are provided. Bathrobes are available for a small charge.

Q – Do I need to take my own toiletries?
We do not supply complimentary toiletries. Hand soap is provided. 

Q – Is there Wi-Fi in the chalet? 
Yes, Wi-Fi is available in all our chalets, the chalet team will provide you with the code on arrival. Please note whilst the signal is strong in common areas it can vary in the bedrooms. 

Q – What time can I check-in? 
Rooms will normally be ready by 3pm at the latest. However common areas will be available for you to use if you arrive before your room is ready. 

Q – What time do I need to check out? 
We ask all guests to vacate their rooms by 9:30am on their day of departure. Common areas and space for the storage of luggage will be available until your transfer arrives. 

Q – My departure is in the evening can I ski on my departure day? 
If you have a late transfer you are welcome to ski before it. Be aware though that the shuttle will not be available as staff will be busy getting the chalet ready for new arrivals, this also means there will be no shower facilities available for you to use. In addition, your transfer will not wait if you are late.


Q – What Bulgarian Airport do I need? 
Our free transfers are from Sofia International Airport only. 

Q – What type of transfer is it to resort? 
Our transfer partners use a variety of minibuses, MPVs and coaches to transfer guests from the airport to resort. Wherever possible we aim to transfer directly to resort with no additional drop-offs or pick-ups. 

Q – What is the transfer time? 
To Bansko, the journey is about 2.5 hours. 

Q – What time do the transfers leave Sofia International Airport? 
There are no set times for these. We book these around your flight so if you land at midnight it’s not a problem (though we wouldn’t recommend it!). If you are part of a group you don’t all need to be on the same flight either.

Before You Travel 

Q – When do I provide all the names and travel information for my group? 
Please provide the guest and travel arrangements of your group as soon as possible, without this information you may have a wait at the airport. 

Q – Do you recommend anything else to bring? 
Swimwear. As well as our hot tubs and saunas there will be opportunities for an after-ski swim or bath in local geothermal mineral springs.
Slippers or indoor-only footwear. Snow, grit and salt from ski boots and outdoor shoes can damage our wood and tile floors. There is no underfloor heating so to keep your feet toasty bring something for indoors only. 
Insurance. Obviously, it goes without saying that skiing can be a dangerous activity and we strongly encourage all guests to have travel insurance and check that this covers them for winter sports. We also recommend that in addition, you bring your EHIC/GHIC (European/Global Health Insurance Card).

Details and information on this page do not form part of our terms and conditions and we will not be bound by information which is provided on this page on a goodwill basis.