We do everything we can to make sure that you have the wonderful holiday that you dreamed of, but at times we are not completely successful. If you are not satisfied, we would like you to contact us.
In order to correctly address your issue, several people will be involved in our response. This means that your opinion will be forwarded within the company and therefore has to be made in writing. We need your complaint within two months of your return home.
Once we have received your complaint we will send a confirmation by e-mail or in the post. In this we will give an indication of the process time. We will gather the relevant information and follow up on the issues that are the subject of your complaint. Thereafter your complaint will be assessed by an officer with long experience of handling complaints and skiing holidays. Our officers have good knowledge of the legal regulations surrounding package tours, established practice and the booking conditions. Based on these they will decide whether and how we should compensate you. Once the process is completed you will receive an e-mail or a letter informing you of our decision.
Do you want to complain about a trip or product? Please fill out the complaints form here»
SkiStar Sälen takes no responsibility for lost property but we will naturally try to help for a short while after you arrive home as follows:
- We keep lost property for two weeks, then it is discarded.
The exceptions are items that the police classify as valuables (e.g. ID, mobile phones, cameras, keys, etc.). These are handed to the police a few times a season.
In cases where we still have the lost property and you wish to have it sent to you at home, we can offer assistance with this, contact us. You pay the freight in advance, after receipt of payment we will send you your lost property.