Ski resort closed Ordino Arcalís will remain closed due to adverse weather conditions. More information is available on the website.

Questions about My Reservations

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Reservation Locator

  • What is the booking reference code?

    It is a six-digit alphanumeric code that uniquely identifies your booking. You can find it on your service voucher and use it to reference your booking when contacting us, during your stay at the resort, or when communicating with the service providers included in your reservation.

Payment Methods

  • How can I pay for my booking?

    When making an online booking, you must pay the full amount using your credit or debit card. Alternative payment methods (such as bank transfer, Bizum, PayPal, Apple Pay, etc.) are not accepted.

    If the conditions of your purchase allow it, when formalising the payment, the system will show you the option to pay 10% of the total amount of your booking. The remaining balance will be automatically debited 7 days before the start date for cancellation fees.

    Once your booking is paid in full, you will receive an email with the service voucher, confirming that your booking has been successfully processed and paid for.

     

     

  • What should I do if my payment has been rejected?

    If your payment has been rejected, it may be due to an issue with your card settings (e.g., it may require a code for online payments) or insufficient funds in your account. Additionally, some transactions to Andorra may require special permission from your bank. In this case, please contact your bank for guidance on how to resolve the issue. 

    If you have already contacted your bank and the problem persists, please reach out to us for further assistance.

  • Are my card details protected?
    Security is a priority for NEVASA/GRANDVALIRA, which is why we strive to make sure our transaction processes are secure and that your personal information is protected. We use the latest technology to ensure the confidentiality of all of the data that is gathered through this website.
  • Which cards do you accept?
    We accept Mastercard, Visa and 4B.  Payment by American Express is not accepted.

Modifications

  • How can I modify my booking?

    You will need to access your My GrandSki account, select the “My bookings” section and open the booking you wish to modify:

     

     A text field will open up, where you can write your request. We will then make the corresponding changes:

     
     
    If the modification results in a positive credit balance, we will return the corresponding amount to you. If it results in a negative balance, we will send you a link where you can pay the difference.

  • How much time do I have to modify my booking?
    You can modify any of the services included in your booking, unless costs have already been incurred.

Cancellations

  • What are the terms and conditions for cancellation?

    Each service has its own cancellation policy, which can be found in the shopping cart or on the voucher for the purchased service.

  • How long do I have in which to cancel?

    You can cancel a booking at no extra cost until the date when cancellation fees apply.

  • How can I cancel my booking?
    You can cancel your booking directly on our website. You will need to access your My GrandSki account, select the “My bookings” section and open the booking you wish to cancel.

Returns