FAQs search results

  • What should I do if my pass is lost or stolen? Who should I contact?
    If your Ski Pass Plus+ is lost or stolen at Grandvalira, Ordino Arcalís or Pal-Arinsal, please report the situation as soon as possible to the Ski Pass Plus+ customer service department by using our web form or by calling +376 89 18 00 to ensure your pass is not used fraudulently. You will then need to go to any of our resort ticket offices at Grandvalira Pal-Arinsal or Ordino Arcalís where we will issue a replacement so you can carry on skiing.
     
  • 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.

  • What should I do in case of loss or theft? Who should I contact?
    In case of the loss or theft of your season Bike Pass, the first thing you need to do is contact the season pass customer service department via web form so they can block the pass and avoid possible fraudulent use. Next, you need to go to one of the resort’s authorised ticket offices so we can issue a duplicate pass, on payment of a card issuance and administration fee of €20, so you can continue using it. You’ll find step-by-step instructions in section 1) of the resort’s internal regulations.
     
  • What ski level should I choose when booking a lesson?
    You should choose your ski level in line with the colour of the slopes: beginner if you have never skied before, green/blue if you have skied before, blue/red if you are an accomplished skier, and red/black if you are an expert skier. However, the instructor for the group lessons will always carry out a short test before starting, in order to check participants’ levels. The instructors for private lessons can easily adapt to the level of their clients.
  • When can you go mountain skiing on the slopes?
    During the resort’s public opening hours (from 9 a.m. to 5 p.m.): on the specific mountain skiing routes and the slopes authorized by the resort.
    Outside the resort’s public opening hours (from 5:30 p.m. to 10 p.m.): there are resorts that schedule specific nighttime mountain skiing routes.
    From 10 p.m. to 7 a.m. it is prohibited to go mountain skiing, either ascending or descending, in the skiable areas.
    From 7 a.m. to 9 a.m., before the resort is open, mountain skiing is permitted, except on days when the PIDA (Avalanche Intervention Plan) is triggered as a result of the conditions.
    It is necessary to find out from the resort about the opening hours and slopes that you can use, as well as any restrictions outside the public opening hours.
    It is very important that those engaged in nighttime mountain skiing are conscious of the danger that snowploughs pose for their safety, and above all, the cables that support them.
  • When is the resort expected to close?

    The planned closing date for the 2025/2026 season is April 6th, depending on weather and snow conditions.

  • When is the resort expected to open?

    The planned opening date for the 2025/2026 season is December 5th, depending on weather and snow conditions.

  • When will the Bike Park be open?

    The Bike Park is scheduled to open on 14 and 15 June 2025. From 21 June it will be open every day until 14 September.

    During the 2025 UCI MTB World Cup (from July 8 to 13), only the lower area will be open to the public.

    From 20 September it will be open at the weekend until 12 October.

    The weather conditions will dictate whether or not it will be open.

  • When will the Bike World be open?

    Bike World is scheduled to open on the weekend of 14 and 15 June. From 21 June it will be open every day until 14 September.

    From 7th to 13th July will be closed due to the 2025 UCI Mountain Bike World Championships. 

  • Where are the schools located? Can I get there by car?
    The schools and crèches in Pal and Arinsal are located near the Planell service building in Pal and the Comallemple service building in Arinsal. The parking areas are located at a distance of approximately 100 m in the case of Pal, and around 400 m in Arinsal.