Questions and answers regarding Covid-19

Are the Grandvalira and Ordino Arcalís ski resorts open?

Grandvalira Resorts will close both ski resorts next 14/03/20. The priority is to provide maximum protection to our workers and our customers.


What happens if I have a reservation?

If you made your reservation through our website, you can cancel free of charge. If your reservation includes a hotel booking, your case will be considered on an individual basis, taking into account the policies set by the accommodation provider.

You can contact our Reservation Centre either by using the form on our website, or by calling (376) 891800.
 

How can I make a claim?

By email using the form mentioned above, before April 17th.

 

How can I contact the Reservation Centre?

Check your junk mailbox periodically or your MyGrandSki profile ('My Bookings' section). In case you do not have any communication from us you can contact our Reservation Centre either by using the form on our website, or by calling (376) 891800. Customer service will be open from 9am to 5pm. 


If I made my reservation through an agency, what should I do?

If you booked your trip through a travel agency, you should contact them directly, and they will provide you with the details of their cancellation policy.
 

I have a Season Ski Pass and I have some questions. 
 
Grandvalira Resorts considers that the Grandvalira and Ordino Arcalís Season Passes have been amortized on the date of the closure of the season due to a major cause unrelated to the ski resorts. 
 
At the same time, all the Grandvalira and Ordino Arcalís customers who have not used their invitation this 19/20 season, it will be able to use next season as long as they renew their season pass.
 
In the case of Grandvalira Season Pass, as is specified in the general conditions, those customers who have skied less than 5 days and comply with the requirements will be able to take advantage of the ski guarantee. This ski guarantee can be requested until April 20th. 
 
For any questions you can contact our Customer Service department using the contact form or by phone at Grandvalira: 891816 or Ordino Arcalís: 891817.

 

How can I get my equipment back from the ski lockers?
 
If your equipment is in Canillo, Soldeu or El Tarter, you can contact xenapalau@soldeu.ad. 
 
If your equipment is in Encamp, Grau Roig, Pas de la Casa or Ordino Arcalís, send an e-mail to consignas@pasgrau.com or call 872 900.
 

I have a promotional voucher, will be valid for next season?
 
The promotions, as specified in the rules, are for the current season and will not be valid for the next season.


What happens if I am in Andorra and I have Coronavirus symptoms?

If you start to feel ill, and think you may be suffering from Coronavirus, you should call 116. The health team will evaluate your case, and decide which procedure to follow. If you need more information about Coronavirus, use the 188. We recommend that you do not go to the emergency services in order to prevent the breakdown of the health system, and to avoid putting the health of medical professionals and other patients at risk.

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