COVID-19 – UPDATES

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