Winter 2015/2106 SALES MANUAL.

Transcription

1 Winter 2015/2106 SALES MANUAL

2 INDEX Presentation and news... 3 Contact information... 6 Technical details... 8 Accesses and transport Calendar Skipass prices Mechanical lifts prices Ski / Snowboard School prices Group classes Ski / Snowboard School prices Private classes Freeride School prices Children s Snowpark and Baby Club / Kindergarten Ski Andorra Skipass and Ski insurance Activities Bars and Restaurants Equipment hire VIP Parking Reservations and Vouchers Customer reception, Invoicing and Form of payment Changes, cancellations and no-shows Slopes map

3 IN THE NORTH, EVERYTHING IS POSSIBLE VALLNORD is the name given to the commercial merger of two resorts: on one hand, Arcalís, in the parish of Ordino; and, on the other, Pal-Arinsal, in La Massana. The fusion of these two skiable domains in the 2004/05 season led to the creation of VALLNORD, the third-largest winter sports resort on the Iberian Peninsula in terms of visitor numbers. A key goal of VALLNORD in recent years has been to conserve the personality and characteristics of each domain, establishing a broader, more complete blueprint for what a ski resort should be. Accordingly, in the 2015/16 season, the usual offer of VALLNORD ski passes and services will be complemented by the chance of opting for ORDINO-ARCALÍS or PAL-ARINSAL, with even more affordable prices. ORDINO-ARCALÍS Thanks to its north-facing orientation, Ordino-Arcalís, which first opened in 1983, opens earlier in the year and enjoys a longer season. Ordino-Arcalís continues to surprise visitors by the exceptional conditions the domain provides for the practice of mountain sports. Ordino is a resort with a total of 30 km of slopes, 14 mechanical lifts with capacity to carry 15,600 people per hour, 101 cannon to produce artificial snow, more than 5 refreshment points, parking for 1,500 vehicles and a ski school. The base elevation at Ordino-Arcalís is 1,940 metres, the summit elevation 2,625 metres, and there are two different access points for visitors. The winter season is, without doubt, the economic driver at the resort, where work goes on constantly. New products and new forms of leisure and entertainment are launched every year, and a whole series of national and international events and competitions are prepared and organised. Amongst these, the highlights include the Freeride World Tour, the Alpine Ski World Cup, the SBX European Cup and competitions on the FIS Alpine Ski tour. 3

4 VALLNORD NEWS NEW CORPORATE WEBSITE A redesigned website is launched, with a clearer, more user-friendly structure. The site distinguishes more clearly between Ordino-Arcalís and Pal-Arinsal, the two resorts that form Vallnord. Moreover, the power of the booking engine has been increased. UPDATE OF THE CORPORATE IMAGE New logos for the Ordino-Arcalís and Pal-Arinsal resorts, reviving the historic brand for each site. INTRODUCTION OF THE TEAM AXESS SYSTEM The ticketing system is renewed, with Ski Data replaced by Team Axess. This is a latest-generation system that enables information about users to be compiled more completely and carefully. Thanks to Team Axess, we can also process information on such aspects as operation, sales and access to ski lifts, and generate reports and provide data for online shops and CRM programmes. The introduction of the new system entailed replacing the turnstiles at the various lifts at the resorts with automatic turnstiles, making things much quicker and easier for skiers. 4

5 ORDINO-ARCALÍS NEWS NEW CORPORATE IMAGE The Ordino resort revives the chamois in its logo, creating an image that is modern whilst also referencing the history of the brand. BARS AND RESTAURANTS A new catering plan, adapted to each different establishment at the resort to provide a broad, diverse overall catering service. New terrace at the foot of the Bassera chairlift to complement the service provided by the Hortell restaurant. Refurbishment of Els Planells restaurant. Relaunch of La Coma restaurant with a new evening service. FACILITIES AND SERVICES Renewal of the snow groomer fleet. Introduction of two new Skimo and snowshoe trails. Redesign of the Family Park. 5

6 VALLNORD CONTACT INFORMATION MARKETING DEPARTMENT From 8:30h to 5.30 pm Tel Avda. El Través, 2 Casa Ferré 1er AD400 La Massana (Andorra) BOOKING From 8.30 am to 5.30 pm Tel booking@vallnord.com GROUPS From 8.30 am to 5.30 pm Tel grups@vallnord.com RESERVATION CENTRE From 9 am to 6 pm Tel reserves@vallnord.com ADMINISTRATION Tel administracio@vallnord.com INVOICING Tel facturacio@vallnord.com INFORMATION From 8.30 am to 5.30 pm Tel vallnord@vallnord.com 6

7 ORDINO-ARCALÍS CONTACT INFORMATION CUSTOMER SERVICE AND TICKET OFFICES From 9 am to 5 pm Tel atcordino@vallnord.com SKI AND SNOWBOARD SCHOOL From 9 am to 5 pm Tel escolaarcalis@vallnord.com 7

8 TECHNICAL DETAILS Location: 14 km from Ordino and 22 km from Andorra la Vella Elevation: From 1,940 m. to 2,625 m. Vertical drop: 685 m. Services: 14 mechanical lifts: 1 six-seater detachable chairlift with Magnestick 1 four-seater detachable chairlift with Magnestick 2 four-seater fixed chairlift 5 ski lifts 1 magic carpet 4 rope tows 101 artificial snow cannon Capacity: 16,510 skiers/hour Slopes: 30 km. (442 Ha) 6 FIS approved slopes 9 green slopes 6 blue slopes 10 red slopes 2 black slopes Skimo circuits: 4 marked mountain ski circuits Freeride routes: 3.4 km marked (4) km unmarked routes Themed areas: 2 freeride areas 1 freestyle area 1 wood park 1 children s circuit (Agustina Park) 1 slalom area 1 beginner s zone (free rope tow) Snow area: 60% of slopes (18 km.) 8

9 TECHNICAL DETAILS Activities: Restaurants: Schools: Baby Club: Snow park: Shops: Medical centre: 1 Equipment hire: 2 Parking: Picnic areas: Ski stores: 1 Left-luggage offices: 1 Heliski, snowmobiles, speedride, GICA caterpillar vehicles, tandem two-person paragliding flights, snowshoes, etc... 5 bars and restaurants with scenic terraces 1 mountain cuisine restaurant 1 trattoría restaurant 1 à la carte restaurant 3 self-service restaurants 1 high-mountain refuge 1 snack bar terrace 1 (Alpine skiing, snowboard, freeride and telemark) 45 multilingual instructors 1 for children from 1 to 4 years 1 for children from 4 to 8 years 2 shops selling merchandising, gifts and accessories Capacity for up to 1,500 vehicles 2 rooms Free transport service between the two main zones at the resort: L Hortell and Els Planells. 9

10 ACCESSES ORDINO-ARCALÍS L Hortell High m Els Planells High m TRANSPORT The resort provides a continuous free bus service that connects the main centres of population in the country with the foot of the ski slopes. 10

11 CALENDAR FOR THE SEASON ORDINO-ARCALÍS NOVEMBER 2015 DECEMBER JANUARY 2016 FEBRUARY MARCH 2016 APRIL Begins: Saturday, 28 November Ends: Sunday, 10 April Calendar subject to changes according to weather conditions. Open from 9 am to 5 pm. High season. 11

12 PRICES SKI PASSES, VALLNORD ADULTS years CHILDREN 6-15 years 2 days 76,00 59,00 3 days 111,00 84,00 4 days 144,00 106,00 5 days 175,00 125,00 6 or more days 34 / Day 23,50 / Day 10 or more days 33 / Day 22 / Day Non-consecutive days minimum 4 days 38 / Day 29,50 / Day The VALLNORD ski pass is valid for skiing freely at both Ordino-Arcalís and Pal-Arinsal. 12

13 PRICES SKI PASSES, VALLNORD ADULTS years CHILDREN 6-15 years High season Low season High season Low season 1/2 Day* 30,00 25,00 24,00 20,00 1 Day 36,00 29,50 29,00 24,00 1 Day Pensioner (65-69 years) 15,00 1 Day Beginner** 15,00 2 Day 70,00 57,00 55,00 45,00 3 Day 102,00 82,50 78,00 63,00 4 Day 132,00 106,00 98,00 78,00 5 Day 160,00 127,50 115,00 90,00 6 or more Day 31 / Day 24,50 / Day 21,50 / Day 16,50 / Day 10 or more Day 30 / Day 23,50 / Day 20 / Day 15 / Day The ORDINO-ARCALÍS ski pass is not valid for skiing at Pal-Arinsal. The Vallnord Guarantee enables holders of a valid Ordino-Arcalís ski pass to ski at Pal-Arinsal whenever the former is completely closed. *From 9 am to 1 pm or from 1 to 5 pm. **Valid only for the beginner s zone, ski lifts 4 and 5 (Marrecs and Vailets). The lift opposite the school continues to be free. Commissions can be applied to the prices of ski passes for 2 days or more, in accordance with the conditions established in the agreement signed for the season or a pro-forma invoice. 13

14 MECHANICAL LIFTS ORDINO-ARCALÍS ADULTS years CHILDREN (6-15 years) PENSIONERS (65-69 years) Return Return La Bassera Chairlift 6,00 6,00 TERMS AND CONDITIONS Ski passes are personal and non-transferable. No refunds will be given in case of loss, and no returns will be accepted once passes have been issued: that is why it is very important to inform clients about their responsibility with regard to passes. Children up to 5 years and senior citizens over 70 years can receive free ski passes on presentation of proof of age. The resort will make age checks on the slopes, and any ski passes used by skiers of an inappropriate age for them will be cancelled immediately with no refund. GROUP RATES The Vallnord Marketing Department will inform you about special rates for groups of 25 people and more. 14

15 SKI AND SNOWBOARD SCHOOL ORDINO-ARCALÍS The Ordino-Arcalís school enables users to take ski and snowboard classes at all levels from the age of approximately six years. The school also offers beginners and advanced courses in other sports: telemark, freeride and freestyle. The instructors are professional and multilingual, and are either qualified in Andorra or have qualifications that are recognised in the country (by EFPEM). Advance reservation is required. The sport for which the reservation is made (ski or snowboard) must be clearly stated when the reservation is made. Other information that should be provided includes level, age (in the case of children) and language. GROUP CLASSES 6 hours Saturday-Sunday 12 hours Monday-Thursday 15 hours Monday-Thursday ADULTS +16 years CHILDREN up to 15 years 66,00 63,00 106,00 96,50 125,00 114,00 15

16 SKI AND SNOWBOARD SCHOOL ORDINO-ARCALÍS GROUP CLASSES ON SPECIAL DAYS ADULTS years CHILDREN up to 15 years December hours 106,00 96,50 December hours 125,00 114,00 January hours 125,00 114,00 March hours 106,00 96,50 March hours 106,00 96,50 The times for group classes are from 12 noon to 3 pm (3 hours a day). The school reserves the right to change these times. Minimum 6 people per instructor. The prices are valid for both ski and snowboard. 6-hour courses begin on Saturdays. 12- and 15-hour courses begin on Mondays. Commissions can be applied to these prices in accordance with the conditions of the agreement signed for the 2015/16 season. Advance reservation required. Cancellations: minimum 48 hours. Cancellations with notice of less than 24 hours and no-shows: payment of 100% of reservation (as expenses). 16

17 SKI AND SNOWBOARD SCHOOL ARCALÍS Regarding reservations of group classes at Ordino Arcalís, we inform you that, if the minimum number of 6 people is not reached, group classes will be replaced by PRIVATE* classes. For this reason, please bear in mind that, in this case, the 6-hour course will be replaced by a 2-hour PRIVATE* class, and the 12-hour course by 3 hours of PRIVA- TE* classes. PRIVATE* classes enable users to enjoy an exclusive, personal, customised service, with a maximum of 5 skiers per instructor. PRIVATE CLASSES 1 or 2 people From 10 am to 2 pm From 9 to 10 am From 2 to 5 pm 1 hour 45,00 40,00 2 hours 85,50 72,00 3 hours 121,50 102,00 4 hours 153,00 128,00 Supplement per person 7,00 Price per instructor (maximum 5 people). Prices are net; no commissions can be applied. Prices apply to both adults and children. Valid for both ski and snowboard courses. Direct reservation through the school (service not subject to invoicing). 17

18 SKI AND SNOWBOARD SCHOOL ARCALÍS FREERIDE SCHOOL Includes Net price Freeride Experience ½ Day (4hrs) Freeride Experience ½ Day (4hrs) Freeride Experience 1 Day (6hrs) Freeride Experience ½ Day (6hrs) Arva + Shovel + Probe + Rucksack + Equipment + Guide-instructor Supplement per person Arva + Shovel + Probe + Rucksack + Equipment + Guide-instructor Supplement per person 250,00 25,00 300,00 25,00 Tandem Speedride Descent Theory class + briefing 55,00 No commissions can be applied to prices. Direct reservation through the school (service not subject to invoicing). 18

19 CHILDREN S SNOW PARK SNOW GARDEN TICKET 4-8 years 2 Hours 25,00 3 Hours 35,00 15 Hours (3hrs/day) 85,00 The snow park accepts children aged from 4 to 8 years approximately. The activity revolves around the discovery of skiing by playing in the snow, in an area reserved and controlled by experienced, qualified instructors. The whole environment is designed to ensure that our younger visitors enjoy their first contact with skiing. Moreover, the park is themed around the adventures of a friendly character, Agustina. Users should wear warm clothing and bring skiing equipment (goggles, crash helmet, gloves, sun cream...) Prices are net: no commissions can be applied to them. Direct reservation at the school (service not subject to invoicing). BABY CLUB AND KINDERGARTEN SERVICE TICKET CHILDREN 1-4 years 2 hours 23,00 3 hours 28,00 1 day 39,00 15 hours (3 hrs/day) 85,00 5 days 140,00 The kindergarten service accepts children aged from 1 to 4 years approximately (on condition that they can walk. At the kindergarten, young visitors can play with many toys and take part handicraft workshops in a reserved area, supervised by professionals. If necessary, they should be provided with nappies and baby food. Prices are net: no commissions can be applied to them. Direct reservation at the school (service not subject to invoicing). 19

20 PRICES FOR OTHER PRODUCTS AND SERVICES SKI ANDORRA PASS 5 days Adults and children +6 years 210 Prices subject to commissions according to the conditions of the agreement signed for the 2015/16 season. Valid to ski for 5 non-consecutive days at any of the Andorran ski resorts during the 2015/16 season. A photograph must be provided. SKI INSURANCE Users are advised to take out ski insurance if they are covered by no other kind of insurance. Ski insurance covers only personal damage and/or damage to third parties that occurs whilst skiing. It is not valid as assistance insurance during the journey and should be taken out at the resort before using the ski pass for the first time. 1 Day PRICE Price per day and per person. Net price: no commissions can be applied. 4,30 This is PRIMARY ASSISTANCE insurance. The cover provided under the policy terminates when the user reaches their home or a healthcare establishment in their country of residence. 20

21 ACTIVITIES Previous reservation required at Arcalís Ind. Groups Snowmobile ride 1 hour 1 pers. from 69,00 69,00 Snowmobile ride 1 hour 2 pers. from 79,00 79,00 Snowmobile ride 40 min (day-time) 1 pers./snowmobile 39,00 39,00 Snowmobile ride 40 min (day-time) 2 pers. / snowmobile 49,00 49,00 Experience ride, 2 hours in MOTO vehicle from 105,00 105,00 Heliski Experience Sessions 2 descents (minimum 4 people)** 210,00 - Guided route in MOTO vehicle 1 hour (5 pm) 25,00 19,00 Guided route in MOTO vehicle 1 hour, children 6-11 years (5pm) 15,00 12,00 Speedride course 1 day / 4 hours, from 10 am to 2 pm* 105,00 - Speedride course 2 consecutive days / 8 hours* 190,00 - Speedride course 3 consecutive days / 12 hours* 255,00 - Speedride course 4 consecutive days / 16 hours* 300,00 - Speedride course 6 non-consecutive days / 24 hours* 450,00 - *Net prices, commissions not applicable. Services not subject to invoicing. Ski pass required for activity. ** Ski pass required for activity. Free activities: Wood Park Permanent slalom course - Freeride area - Skimo. Others Ind. Groups Scenic helicopter flight 10 min.* 75,00 *Net price; commissions not applicable. 21

22 BARS AND RESTAURANTS Ordino-Arcalís provides different meal tickets for users, adapted according to the needs of the individual skier, and are valid for exchange at the various establishments at the resort. Combo-Sandwich ticket: Includes 1 sandwich, crisps and drink. Free Set Menu ticket: please enquire at resort regarding validity and service, which vary according to establishment. ARCALÍS L Hortell Planells La Coma Les Portelles Refuge Combo Sandwich Free Set Menu Adults +12 years Children up to 12 years Adults +12 years Children up to 12 years 9,90 8,00 15,50 13,00 Prices are per person, per day. Commissions can be applied in accordance with the agreement signed for the 2015/16 season. No returns of meal tickets are accepted, and no refunds will be given if the tickets are not used. DINNER AT LA COMA Ordino-Arcalís will serve a closed set meal based on the restaurant menu at a price of Onion soup Toast with tomato and cold cuts Warm salad with mushrooms and raspberries Tartiflette : cheese with potatoes, onion and pork crackling Meat fondue: chicken, pork and beef, with three sauces Chocolate and fruit fondue. Water and wine included Possibility of hiring transport by large sleigh (40 seater), with a supplement of (net price, commissions not applicable). Advance reservation required. 22

23 EQUIPMENT HIRE There are two shops in Ordino-Arcalís: one in the Hortell building, the other in the Planells building. They each stock standard and higher range equipment, both for Alpine skiing and snowboard, for adults and children. They also hire helmets and jackets with magnets. Skis + Boots + Poles Skis + Poles Boots Days Stand Gold Child. Stand Gold Child. Stand Child. 1 19,50 29,50 16,50 16,50 26,50 13,50 10,00 9, ,50 57,00 30,50 30,50 51,00 25,50 18,50 16, ,00 83,50 44,00 44,00 74,00 35,50 26,00 23, ,00 109,00 56,00 56,00 97,00 47,00 32,50 29, ,50 133,50 67,00 67,00 118,00 56,00 38,00 33, ,00 157,00 77,50 77,50 138,50 64,00 43,00 37,00 DAY + 16,50 25,50 12,50 12,50 22,50 10,50 7,00 5,50 Snow + Boots Snowboard Days Stand Child. Stand Child. Helmet Poles 1 24,50 22,50 22,50 20,50 5,00 4, ,00 43,00 43,00 39,00 8,50 6, ,00 62,00 62,00 56,00 11,00 8, ,00 81,00 81,00 72,50 12,50 8, ,00 98,00 98,00 88,00 13,00 9, ,50 114,00 114,00 102,00 13,50 9,50 DAY + 20,50 18,50 18,50 16,50 3,50 2,50 Commissions can be applied to these prices in accordance with the conditions of the agreement signed for the 2015/16 season. 23

24 VIP PARKING In a reserved area in a superb setting very close to the slopes, Ordino-Arcalís offers the most demanding clients the chance to hire parking places. Advance reservation is required, as places are limited. DURATION OF TICKET 1 place 1 day 8,65 2 days 17,50 3 days 23,85 4 days 28,90 5 days 32,85 6 days 35,85 7 days 38,00 Net prices. No commissions may be applied. Service reserved directly at the resort. Not subject to invoicing. 24

25 OPERATIONAL FUNCTIONING RESERVATION Advance reservation is required. A written record must be produced, and this must be despatched as soon as possible for all resort services: Individuals: 48 hours booking@vallnord.com Groups: 8 days grups@vallnord.com The following should be clearly stated: Client name and reference number The resort selected station and the type of ski pass: Vallnord, Ordino-Arcalís or Pal-Arinsal Total number of person per age group (adults, children, etc.) Date of arrival / beginning of service Number of days of stay Services reserved If advance notification is not received, Vallnord reserves the right not to provide any services that the end user may have reserved. VOUCHER / VIRTUAL VOUCHER It must be made clear that the voucher or virtual voucher includes the services provided by Vallnord (or Ordino-Arcalís). If necessary, state the company through which the advance reservation was made and is responsible for paying for the voucher (partner). If the vouchers do not contain the necessary information, Vallnord reserves the right not to provide services to the end users. No vouchers will be accepted from companies with which a cooperation agreement has not been signed, or that have not paid the corresponding amount through advance reservation. The following services can be included on a single voucher: Ski pass: specifying type, number of people, the ages of children and number of days skiing. School: specifying the number of people, hours reserved and type of course. Catering: specifying the number of people, the ages of children and the duration of the stay in days. Equipment hire: specifying the number of people, type of equipment and duration. 25

26 OPERATIONAL FUNCTIONING CUSTOMER RECEPTION All clients with vouchers or virtual vouchers for Vallnord or Ordino-Arcalís should go to any of the customer service points (according to the resort where the reservation was made and the services reserved). There they will receive the ski passes and other services that they reserved in advance through a Vallnord partner. Any changes to reservations must be notified before ski passes, tickets for meals, courses, etc., are issued to the client, as no returns will subsequently be accepted. The resort takes no responsibility in the case of partner companies issuing ski passes to their end clients at hotel establishments. Similarly, no duplicate copies will be issued. INVOICING Vallnord will issue the invoices corresponding to vouchers and virtual vouchers exchanged at the resort the week after the services commissioned are provided. No claims will be accepted after 30 days from the date that invoices are issued. FORM OF PAYMENT The full amounts due for vouchers must be paid in advance or when the services are provided. Payment may be in cash or by credit card or bank transfer. In the case of partners signing a cooperation agreement for the 2015/16 season, the conditions of payment will be specified in the corresponding section of the agreement. 26

27 OPERATIONAL FUNCTIONING CHANGES, CANCELLATIONS AND NO-SHOWS The Vallnord Reservation Department must be informed of any changes or cancellations with minimum notice of 24 hours. Cancellations concerning school or restaurant services made less than 24 hours in advance will be charged 10% of the total cost of the reservation. In case of no-show, clients that have reserved school and/or restaurant services will be charged 100% of the total cost of the reservation. Regarding activities, in case of no-show and cancellations made less than 24 hours in advance, clients will be charged for the full cost of the reservation. 27

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