COVID-19 – UPDATES

UPDATE 26/10/2020 16.25pm

We’d understand if you are hesitant, but we have held off announcing our reopening as late as possible to ensure it will definitely happen this time and as such, are delighted to reopen on Thu 29th Oct.

It’s not the full reopening we had hoped for but we feel a cautious approach is the best one to keep everyone safe. We have therefore changed our original operating plan to a phased return which we think is cautious but appropriate given the current climate. This means our centre will open for lift passes only on reduced hours with the view to expanding both as appropriate.

We have had some ‘Testers’ ski the slope to test out the snow and in their opinion, it is “better than it has ever been” so we are excited to welcome you back to a freshly groomed piste.

What you need to know

We will open on Thu 29th Oct at 12pm

We will be open for lift passes only

Masks will be mandatory for all visitors at all times. There will be no exceptions to this rule at this point.

Bookings will be open on Tuesday 27th October (please note: you will only be able to book 24h to one month in advance online)

There will be a small park out on the slope on Thu & Fri

Snow Factor will provide a café service upstairs until 6pm

Our new opening hours

  • + Mon, Thu & Fri: 12pm to 10pm
  • + Tue & Wed: CLOSED
  • + Sat & Sun: 9am to 6.30pm

Customer Care opening hours

  • + Monday, Thursday & Friday: 11am to 7pm
  • + Tuesday & Wednesday: Closed
  • + Saturday and Sunday: 10am to 4pm

Equipment rental will be chargeable

Our lift pass prices are almost the same as when we first opened (£35 for 4h 2012 Vs £34 for Unlimited 2020) and we have always offered equipment free of charge however, we have made the decision to bring our equipment rental into line with the rest of the industry and charge a hire fee to use our kit. We will also be upgrading our rental equipment over the course of the season and look forward to offering you a high standard of equipment to use on our slope.

AdultConcessionsAdult LessonConcession LessonFamily (max 2AD & 5 persons)
Single Item£5.00£3.00£3.00£2.50£14.00
Full Kit£8.00£5.00£5.00£4.00£24.00
Helmet Only£2.00£1.50£6.00

If you had a booking

If you had a lift pass booking after we closed, just bring your confirmation to reception and our team will issue you a pass. Simples!

If you have a different booking please be patient for a little longer until we make the rest of our activities available. We’ll keep you updated on our progress.

All bookings and vouchers will be honoured.

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UPDATE 19/10/2020 11.25am

Covid Officer appointed at Snow Factor.

In a bid to help club and community organisations return to safe sport, Scottish Governing Body (SGB) guidance requires clubs to appoint a named COVID Officer.
Snow Factor’s Operations Director has completed Covid Officer Training with Snowsport Scotland and is just one of the many things we are doing to keep our staff and visitors safe.

Purpose of the role:

+ To be the main point of contact for your club on all things related to Coronavirus (COVID-19)
+ Oversee the club’s implementation of public health and safety measures across the club
+ Ensure that the club has appropriate processes in place to document risk assessments and that all appropriate mitigations are put in place before any activity is undertaken
+ Ensure that the club has the correct processes in place for the club to take an accurate record of all attendees in line with Scottish Government Test & Protect
+ Ensure that all processes are being followed

Team SF

UPDATE 07/10/2020 18.13pm

Due to the announcement today we are sorry to say that we will be unable to open to the general public on Friday 9th of October as hoped.

We will be watching the updates closely and as soon as it is possible to open you can bet your granny we’ll be there, ready and waiting to welcome you back.

Our hibernation has been longer than we expected but we are looking forward to resuming service again and would like to take the opportunity to thank all of our staff who have been working tirelessly to get the centre Covid safe and open again. It’ll all be worth it, just a little longer to wait!

We ask for our patient customer’s undertanding, we know it’s been a long time coming but we are doing our best to make the right decisions for our staff and our customers while ensuring we follow the governments updates (unfortunately they never seem to mention indoor ski slopes in their speeches over in Holyrood!).

It has been a very hard decision to move our open date but please believe us when we say, absolutely noone wants us open more than the Snow Factor team. The decision to remain closed has not been due to one, but the sum of the many challenges that we must factor into reopening which we hope you will understand.

We can’t wait to see you soon and will keep you updated as soon as we have more news.

Team SF

UPDATE 17/09/2020 11.35pm: WE ARE REOPENING ON THE 9TH OCTOBER

We have moved our open date back to the 9th of Oct in line with the latest government guidance update. Don’t worry, all of the below still applies, it’s just a small date change. We are working away in the background like busy little snow voles getting the centre ready and safe for welcoming you back. More details to follow asap!

It’s the news we have been waiting for…. our open date is the 9th of October! Drop what you’re doing and clear your diary because Scotlands only indoor real snow slope is back in town (well actually we never left town but you get the idea!).

We know you will have lots of questions and we are working hard on putting together information that will help answer them. We are also working on lots of changes to make things safe for you all to return and to make things better for our lovely customers (more info soon).

Our Cutomer Care Team are not back in the office as yet but will be soon. When they return they will work their way as quickly as possible to your email but please bear with us while they do so as they will have 6 months of contact to respond to. We ask that you only send one email to reduce the number that the team have to go through, they will respond to everyone as quickly as possible.

Until they are back in full swing, here are some answers to common questions:

Q. Will my voucher be honoured?

A. Yes absolutely. Gift Vouchers will be extended by the period we were closed and itison/groupon vouchers will be extended to the period we were closed prior to expiry.

Q. Will my membership be extended

A. Yes of course, we will extend all memberships to cover the time we have been closed

Q. I had a booking after you closed, what happens to it?

A. Our team will get you booked back in for your activity. They will be working their way through bookings which did not go ahead due to being closed. We will contact you asap to arrange this for you.

Q. When will you be releasing more information?

A. As you can imagine, there’s a lot to do. Not only are we reopening and making the centre covid safe but we are taking the opportunity to improve some of our processes and services. We will send out an email with instructions and updates plus post them here and on our social media channels to make sure everyone is notified of the changes. These updates will be issued over the coming weeks to make sure you are updated in plenty of time before we reopen.


UPDATE 20/03/2020 19.25pm: WE ARE CLOSING TEMPORARILY

We are closing temporarily at 10pm tonight (20th March 2020) as requested by the UK Government. We are continuing to comply with the guidelines they have issued and hope you will too.

We apologise for the inconvenience this will cause. It is only temporary and we hope to see you later when we reopen on the other side of the outbreak.

We would like to thank you for your continued custom and will be back before you know it. In the meantime, take care, stay well and look after yourself, your health and your loved ones.

We will keep in touch and let you know when we are due to reopen but for now, here is some information on what to do if you have a booking and some helpful tips for isolation should it be of any help.

What to do if you have a booking :

+ All bookings will be honoured.
+ We will get in touch as soon as we can to move your booking to a date that suits once we reopen.
+ Our Call Centre will be closed so we ask that you email us at customercare@snowfactor.com if you need us.
+ We will be monitoring the inbox remotely but on reduced hours so it may take significantly longer to respond than usual.
+ Please only send one email, on one communication platform.
+ We will respond to everyone as soon as we can.
+ When we reopen will have a backlog of emails to work through so we ask that you bear with us and be mindful of the pressure our team will be under to process everyone’s correspondence

Some Helpful Advice During This Time

We are keen to keep our customers updated on the steps and measures we are taking due to the increasing spread of COVID-19. The health and safety of all staff and patrons is always our primary concern.

Consequently, we will be endeavouring to keep this blog updated regularly to keep our customers advised and in accordance with the latest guidance issued by the Scottish Government / Health Protection Scotland.

LESSONS AND ACTIVITIES

  • SLOPE – CLOSED FROM FRI 20TH MARCH 10PM
  • LESSONS – CLOSED FROM FRI 20TH MARCH 10PM
  • SLEDGING – CLOSED FROM FRI 20TH MARCH 10PM
  • ICE WALL – CLOSED FROM FRI 20TH MARCH 10PM

WHAT WE’RE DOING AT SNOW FACTOR

In line with the latest guidance, Snow Factor has undertaken various steps to help safeguard staff and customers in the facility.  On the premises, visitors will see signage reminding you to wash hands for a minimum of 20 seconds, using soap and water; particularly after coughing, sneezing and going to the bathroom. We are advised this simple practice is one of the most effective ways to help alleviate the spread of the virus.

We have also installed hand sanitizer stations throughout both Snow Factor and Bar Varia and we strongly advise our customers to use these.  In addition, we have increased our Clean Team with additional focus placed on high traffic areas such as door handles, push plates and handrails.

We have never hired gloves due to hygiene reasons and we hope this provides some comfort to our customers in that, as gloves are mandatory, everyone in our domes hands will be covered when using the slope.

All of our staff are being kept up to date with government advice and guidelines.

We have also gone beyond the standard guidelines and moved our tables in Bar Varia 3m apart, added sections to our queue 2m apart which we request customers use.

As part of Scotland’s close-knit snow-sports community, we are aware some skiers and snowboarders may have seen their overseas ski/snowboard holiday cancelled due to the outbreak of Covid-19.   As such we would like to offer 30% off our lift passes to those whose holiday (ski or otherwise) has been cancelled due to the virus. We appreciate our indoor slopes are not quite the Alps but it’s still skiing on real snow; just a little closer to home.

Bar Varia

We have also installed hand sanitizer stations throughout Bar Varia and we strongly advise our customers to use these.  In addition, we have increased our Clean Team with additional focus placed on high traffic areas such as door handles, push plates and handrails.

We have also taken the precautionary measure of moving our tables 3m apart. This has not been advised but we feel like it is a good measure to take with other countries adopting a 1m and 2m rule as standard and the health and wellbeing of our patrons and staff come first.

WHAT WE ASK YOU TO DO

Everyone has a responsibility to ensure they are doing their bit to stop the spread of the virus and so, we ask all of our visitors to:

Please wash your hands regularly using soap and water, the above guidelines are the official recommendations outlined by the NHS.

Cover your mouth and nose with a tissue should you sneeze or cough and bin it right away.

If you display symptoms of the virus or have come in to contact with someone who has the virus follow the latest guidelines issued by the NHS prior to visiting us (or any other public place).

Consider the impact on yourself and others (particularly those who may be vulnerable) prior to leaving your home should you be displaying symptoms or have been in contact with someone who has symptoms/the virus/been advised to isolate.

Importantly, we kindly ask those travelling from abroad or who may be most vulnerable to the risk of infection to follow the latest guidance fromHealth Protection Scotland.

WE ASK YOU KINDLY BUT FIRMLY NOT TO VISIT SNOW FACTOR OR BAR VARIA IF YOU DISPLAY THE SYMPTOMS OUTLINED IN THE LATEST ADVICE BY HEALTH PROTECTION SCOTLAND – https://www.hps.scot.nhs.uk/

IF YOU HAVE SYMPTOMS

Should you contract the virus or have been advised to self-isolate due to showing symptoms, we want to make it easy for you to move your booking with us. We are therefore happy to extend the validity of gift vouchers and waive our administration fee which is normally charged to help you take the time you need to recover. Our team can do this over the phone and will move your lesson or session to a future date that suits.

Cancellations and refunds

At this time we are not issuing refunds for bookings as we are operating as normal and have no plan to change this at the current time. Should this change we will update you on this page. We want to make it easier to move your booking with us. As such, we will not be able to issue a refund for any bookings made however we have waived the £5 administration fee and the 5 day notice period. We are also happy to both move booking values to Gift Vouchers and extend the validity on any pre-purchased Gift Vouchers to allow you time to recover. Our team are here to help and will be happy to move your booking forward to a date that suits.

IF YOU NEED US, WE’RE HERE

Our Customer Care Team is available should you need to contact them on customercare@snowfactor.com or 0141 885 7000. We are experiencing a higher volume of calls at the moment but have additional staff to help. Please bear with us while we respond to you as quickly as we can.

Thank you

Team Snow Factor