Customer Service Policy

We are committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are a true representation and that the pricing is true and correct at the time of publication.

Deposits – Balances – Payments

Deposit amounts are subject per property. Full payment may be required at the time of booking. Upon receipt of payment, a written confirmation of the reservation will be forwarded to your email. Final balance is due 60 days prior to arrival. For reservations made less than 60 days prior to arrival the full payment will be required at the time of the reservation. Failure to send the balance by the due date will result in cancellation of the reservation without notification.

We take payment via Credit Card or Direct deposit. Payment by credit card will incur the following fees:

* Visa 1.4%

* Mastercard 1.3%

* American Express 1.8%

* Diners Card 2.75%

* All International card types 3.25%.

Cancellations – Amendments – Refunds

Customers acknowledge that Mt Buller Alpine Reservations operates as an intermediary and that you are subject to the terms and conditions of the individual property as well as those of Mt Buller Alpine Reservations.

Cancellations will incur a $100 per booking (Inc. GST) cancellation fee in addition to any additional charges by the property. For cancellations made within 30 days prior to arrival full reservation value will be forfeited. Cancellation must be made in writing and must be received and acknowledged by Mt Buller Alpine Reservations. It is your responsibility to ensure that Mt Buller Alpine Reservations receives written notification. All changes to the reservation are subject to availability and approval from the property. Amendment fee’s may apply. Refunds may be provided at the discretion of the property. Claims for refunds must be made directly with Mt Buller Alpine Reservations, and will be confirmed in writing where approved by the accommodation provider.

Security Bonds

Persons booking accommodation are responsible for any loss or damage to it. A bond is payable prior to or on arrival for all private apartment reservations; this price is set by the individual accommodation provider. Upon arranging check in you should make yourself aware of this cost. This is refunded provided the apartment is left how you found it on arrival; and undamaged. Keys not returned at time of check out will incur a fee. No additional persons are permitted to stay in the accommodation without authorisation from the accommodation provider and Mt Buller Alpine Reservations.  Extra persons staying in the accommodation are charged.

Travel Insurance

Mt Buller Alpine Reservations strongly recommends travel insurance to cover against cancellation fees and loss of deposits, emergency medical, and hospital expenses, theft, luggage delay, travel delay, personal liability and rental excesses.

Responsibility Clause

We do our best to ensure your arrangements are satisfactory. The standards of the accommodation and other services booked by us are based on various factors, which are generally indicative of a certain class or style of accommodation or service.  Mt Buller Alpine Reservations does not accept any liability whatsoever for the acts, omission or default, whether negligent or otherwise, of those coach operators, lodges, hotels, clubs, apartments, ski hire, lift companies or any other persons whom we have no direct or exclusive contract.

Mt Buller Alpine Reservations, its respective agents and employees shall not be liable for any injury, damage, loss, additional expenses, accident, delay, charges in accommodation, breakdown in equipment or vehicles, weather, strike, sickness, theft, cancellation, or of the foregoing shall likewise not be liable for any injury, damage, loss, additional expenses, accident, delay or irregularity, whether to property or person, or otherwise arising in connection with any vehicle or transport or other services. The right is also reserved to alter the price, cancel and withdraw any property, component or tour.  All prices are subject to change and acceptance of all documents confirms your agreement of these conditions

Snow Guarantee Policy                                                

The Mt Buller Snow Guarantee means you can book your snow holiday with confidence.

The Snow Guarantee is provided by Buller Ski Lifts and participating Mt Buller accommodation providers to give confidence to guests when booking a snow holiday.  It’s a money-back guarantee on all prepaid accommodation, lift ticket, rental, lesson packages, toboggans park entries, and applies if there is insufficient snow cover.

How does it work?

If the Snow Guarantee lifts (see the table below) aren’t operating for skiing/snowboarding in the two (2) days before you arrive, you can contact us to change your booking to a later date or cancel your booking and get your money back.

Please note: You can’t take advantage of the Snow Guarantee on the day you arrive nor during your stay, only between 9am two days prior to your arrival through to 5pm on the day before you arrive.  E.g. if your scheduled day of arrival is Sunday, you must call between 9am Friday and 5pm Saturday to apply the guarantee to your booking.

The Snow Guarantee applies as follows:

*from 9am two (2) days prior to arrival until 5pm day prior arrival

¹ Starting 11^th September 2023

² Starting 24^th June 2023

³ 10^th September 2023

Exclusions: Note: The Snow Guarantee only applies if the lifts aren’t operating due to insufficient snow cover. It doesn’t apply where the lifts aren’t operating due to following:

•                 Lift closure due to weather conditions other than insufficient snow, eg. wind or ice;
•                 Lift closure due to mechanical breakdowns or equipment failure.

The Snow Guarantee also doesn’t apply to the following:

•                 Booking fees or commissions payable to booking agents.
•                 Retail tickets purchased at on-mountain sales offices

Look for the Snow Guarantee logo on accommodation listings and book your Mt Buller snow holiday with confidence.