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Cancellation Policy - Accommodation Thredbo Alpine Hotel

Last Updated 9 November 2023

The Australian Consumer Law and your rights

The Australian Consumer Law provides consumers certain rights when they buy goods or services which are called “Consumer Guarantees”.  Examples include that goods are to be of acceptable quality and that services will be carried out with due care and skill.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.  For major failures with any services we provide, you are entitled:

(a)        to cancel your service contract with us; and

(b)        to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.  If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time.  If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.  You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or services.

This Policy is not intended to be an exhaustive statement of your rights under the Australian Consumer Law. The rights described in this Cancellation Policy are in addition to any rights you may have under the Australian Consumer Law.  This Cancellation Policy does not exclude, restrict or limit your rights including under the Australian Consumer law that we cannot exclude, restrict or limit.

Products and services covered by this Policy

Issued by Kosciuszko Thredbo Pty Ltd (‘KT’) as operator of the Thredbo Alpine Hotel (‘TAH’) (KT is referred to throughout as “us”, “we’ and “our”, as applicable

Products and services covered by this Policy

  1. This Cancellation Policy:
    1. applies to all bookings, reservations, and purchases for:
      1. accommodation products and services at the TAH managed by KT (Accommodation); and
      2. Conference and Events products and services at the TAH (and associated conference facilities) managed by KT (Conferences and Events). 
    2. This includes all bookings, reservations for Accommodation:
      1. for use during the winter season which is generally between June to September (Winter Season) and/or the summer season which is generally between October to May (Summer Season);
      2. made via: thredbo.com.au; by phone; and in person (excluding bookings made through any third parties).
    3. is subject to, and incorporates by this reference, the relevant Terms and Conditions of Use that apply to the relevant Accommodation you have purchased. Please see our website https://www.thredbo.com.au/terms-conditions/ for the various terms and conditions that apply.
  2. It must also be read in conjunction with all other notices and signs that we may publish or display from time to time relating to cancellations or refunds.
  3. Some separate specific terms and conditions apply to Accommodation and Conferences and Events, as set out below.

When you are able to cancel and request a refund under this Policy

  1. We will provide refunds and exchanges in accordance with all applicable laws including the Australian Consumer Law. If you wish to make a request for cancellation and a refund please contact us as soon as practicable and refer to the process set out below under the heading ‘General process for cancellation and refund requests’ and any specific processes otherwise set out in this policy.
  2. In addition to your rights under the Australian Consumer Law, we will provide you with a refund in the following circumstances (subject to the terms set out in the further detail below):
    1. for Accommodation, in accordance with the accommodation cancellation policy below – see clauses 6 to 10
    2. for Conferences and Events, in accordance with the conferences and events cancellation policy below – see clauses  11 to 14

Accommodation cancellation policy

  1. In addition to your rights under the Australian Consumer Law, the following specific terms also apply to the cancellation of bookings of Accommodation.
  2. A full refund less $30 cancellation fee is payable for cancellations made:
    1. for winter accommodation bookings, 30 days or more prior to arrival;
    2. for summer accommodation bookings, 14 days or more prior to arrival.
  3. If a cancellation is made within the periods specified in clause 7, refunds are calculated as follows: (100% of the fees paid for the portion of nights where the property or room associated to the booking is rebooked within the same date period to another customer) plus (50% of the fees paid for the portion of nights that remain un-booked) less ($30 cancellation fee) = refund amount payable to you.

Worked example 1:

If you have made a booking for 10 nights during winter, and you cancel that booking within 30 days of arrival, and that same accommodation for the same dates is subsequently rebooked by another customer for 6 nights, an amount equivalent to 100% of 6 nights’ accommodation plus 50% of the amount equivalent to 4 nights’ accommodation that remain un-booked less $30 cancellation fee will be refundable to you.

Worked example 2:

If you have made a booking for 10 nights during summer, and you cancel that booking within 14 days of arrival, and that same accommodation for the same dates is subsequently rebooked by another customer for the same 10 nights, an amount equivalent to the full amount of the accommodation paid (i.e. 10 nights) less a $30 cancellation fee will be refundable.

Worked example 3:

If you have made a booking for 7 nights during winter, and you cancel that booking within 30 days of arrival, and that same accommodation for the same dates is not subsequently rebooked by another customer for the same 7 nights, an amount equivalent to 50% of the full amount of the accommodation paid (i.e. 7 nights) less a $30 cancellation fee will be refundable to you.

  1. Additional terms for Accommodation bookings:
    1. When valid, refunds will only be made to the person who made payment on the booking.
    2. Refunds will not be given on no shows, or any portion of a package which is not used.
    3. Failure to make final payment on the due date will also result in an automatic cancellation of the booking without notice and these cancellation conditions will also apply.

Accommodation: process for cancellation

  1. For Thredbo Alpine Hotel (TAH) Cancellation requests for Accommodation bookings must be made in writing and received by TAH via email to tahreception@evt.com. If you are unable to send an email, please contact us in person or by phone on 02 6459 4200 to discuss your options.

Conference and Events Cancellation Policy

  1. Conference and Events cancellations must be advised in writing a minimum of 30 days prior to the group’s arrival.
  2. A full refund less $30 cancellation fee is payable for cancellations made 30 days or more prior to arrival.
  3. If a cancellation is made within the period specified in clause 11, the following refunds will be payable to you:
    1. where the conference/events space is rebooked within the same date period to another customer, as follows:
      1. in part, that part amount of the conference and events booking is refundable less a $30 cancellation fee; or
      2. in full, the full amount of the conference and events booking is refundable less $30 cancellation fee; or
    2. where the conference/event space is NOT rebooked on the same date(s) by another customer 30 days or less – 50% of the amount paid less a $30 cancellation fee.

Conference and Events: process for cancellation

  1. Cancellation requests for Accommodation bookings must be made in writing and received by Thredbo Alpine hotel Conferences via email to tahfunctions@evt.com. If you are unable to send an email, please contact us in person or by phone on (02) 6459 4200 to discuss your options.

When you will not be entitled to a refund

  1. Without limiting any statutory rights under the Australian Consumer Law that may otherwise apply, and subject to the conditions set out in this policy, you will not be entitled to a cancellation, refund, credit or exchange in the following circumstances:
    1. if you simply change your mind;
    2. if you do not comply with or breach any of the relevant Terms and Conditions that apply to the Resort Products/Services you have purchased from us and/or the Accommodation you have booked with us and the relevant product/service is cancelled as a result (for example, due to your unacceptable behaviour);
    3. if you engage in or attempt to engage in any unlawful conduct;
    4. due to business interruption, when any Resort facilities are not operating for any reason, including weather, safety or any other operational closure, restriction or limitation or as directed by our staff in their discretion, or any other circumstances outside our control;
    5. if you cannot use the Accommodation due to elective or cosmetic surgery, or due to an Injury or Medical Circumstance arising from alcohol or drug abuse; or
    6. due to any particular amount of snow.

 

General process for cancellation and refund requests

  1. Some specific processes and requirements, including as to timing and supporting evidence, apply for cancellation and refund requests made for specific reasons as set out above. Please ensure you check and comply with any of those specific requirements. 
  2. Our general process and contact details for cancellation, refunds or exchange requests is as follows:
    1. For Thredbo Alpine Hotel Accommodation:
      1. By email to: tahreception@evt.com.
      2. By telephone (enquiries only) by calling (02) 6459 4200.
    2. For Conferences and Events:
      1. By email to: tahfunctions@evt.com.
      2. By telephone (enquiries only) by calling (02) 6459 4200.
    3. All cancellation requests will be assessed by us with regard to the fair and reasonable application of this Cancellation Policy and the Australian Consumer Law.
    4. Once your request is received by us, verified and approved, we will advise you of the next steps and we will also notify you of the outcome of your request and whether it is accepted.
    5. Where your request is accepted, in the case of a refund, your refund will be processed, and a credit for the purchase price of the specific item (will automatically be applied to your credit card or original method of payment, which we will endeavour to process within 7 days.
    6. If you have not received an approved refund which we will endeavour to process within 7 days, we recommend first checking your bank account again. Please note that there is often some processing time before your refund is officially posted by your bank or for it to appear on your credit card.  If you have checked your account and still have not received your refund, please contact us on the details noted above.

Thredbo sits on the traditional land of the Monero – Ngarigo people who have looked after this land, water and community for over 60,000 years. We thank them for all they have done and continue to do to look after their country, a special place which we all love and respect.

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