Crystal Ski Holidays has clarified its ‘snow promise’ after some customers reportedly complained about being sent to a resort where few slopes are open.
The Tui ski operator’s policy of finding alternative places for clients if a resort is shut does not apply to the Bulgarian destination of Borovets where four pistes are open, the Telegraph reported.
Customers due to start holidays tomorrow (Saturday) were told on Wednesday that their trips would go ahead and if they intend to cancel or amend their booking they will not receive a refund, according to the newspaper.
One client, George Gilfoyle, who was reported to have spent £4,250 with friends on a holiday to Borovets, was quoted as saying: “We are being forced to go to a resort with no snow.”
The Crystal Ski Holidays ‘snow promise’states: “If the mountain in your resort fully closes due to snow, we’ll organise a coach to an open resort within a 2-hour radius free of charge. This will be for a maximum of 3 days over a 7-day period.”
However, the resort is not fully closed and the weather is forecast to improve.
A Tui spokesperson said: “We’re aware that resorts in Bulgaria aren’t seeing the snow conditions we’d expect at this time of year.
“Both our teams on the ground and our suppliers have been closely monitoring the situation over the last few weeks to ensure our customers are updated as quickly as possible if the weather is going to impact their trip.
“Any customers impacted have been communicated with directly by the Crystal Ski Holidays team.”
The Crystal Ski Holidays website states: “Before you go, we’ll let you know if there are any restrictions in your destination that we believe could significantly impact your holiday enjoyment, and we’ll offer you a fee-free change to any other holiday on sale.”