Q – What is included in the holiday price?
All our chalet stays include:

• Saturday transfers from and to and Sofia International Airport*
• 7 nights accommodation, towels and bed linen
• Daily breakfast
• Two-course evening meal on 5 days with a glass of wine or beer (chalet dependent) or;
• Two-course evening meal on 3 days (chalet dependent)
• Daily Shuttle to and from the gondola
• Use of chalet hot tubs, saunas, steam rooms (chalet dependent)
• Chalet WiFi

The following items are not included but we can help arrange some of these:

• Lift pass
• Ski/snowboard equipment hire
• Ski/snowboard lessons
• Childcare
• Insurance
• Flights
• Non-Saturday transfers or out of certain times

*Specific times apply. See transfers & travel below

Q – What payment methods do you accept?
(Visa, Mastercard, American Express) You can pay securely online, simply login to ‘MyBooking’ using the button at the top of our website. You will need your MyBooking login details provided to the lead guest.

You can also pay by bank transfer (BACS/Faster Payments). If you’re making a transfer from a non-UK account please ensure you pay both the beneficiary and payee charges.

Q – Is there a charge for using a credit card?
We accept Visa, Mastercard and AMEX. There is no charge for personal accounts.

Q – What deposit is needed to secure the holiday?
If you would like to book we require a non-refundable deposit of 30% to secure your stay.

Q – When do I have to pay for my holiday in full?
Your final balance is due at least 8 weeks before your arrival date. You will be sent a gentle reminder via email when the balance is due.
Full booking terms and conditions can be found here

Q – What Bulgarian Airport do I need?
Our free transfers are from Sofia International Airport & on Saturdays only.

Q – What is the transfer time?
To Bansko, the journey is about 2 hours.

Q – What time do the transfers leave?
Our Saturday transfers are available for arrivals between 11 am and 7 pm at Sofia International Airport. We work our transfers around your flight between these times and aim to get all our guests on a transfer within 90 minutes of their arrival. If you are part of a group you don’t all need to be on the same flight. We do however ask you try and match your flight times with your party if possible, so we can fill our transfers maximising their efficiency and sustainability.

On departure, a range of transfer options will be available between 2 am and 12 pm (midday).

Private transfers outside these arrival and departure times are available but chargeable separately.

Q – Are there alternative airports to Sofia International?
Besides Sofia International, Bansko is well served by a couple of other airports: Plovdiv & Thessaloniki. Though transfers from these are not included in your stay we can arrange private transfers at competitive prices.

Q – Can we be collected/dropped away from the airport?
Unfortunately, our transfers will only collect or drop at Sofia International Airport. If you wish to be collected from an alternative location we can arrange a private transfer and charges would apply for this.

Q – Can we arrive/depart on other days?
If some guests need to arrive a few days later or leave a few days earlier than others then we can sort them out too, a charge will apply to non-Saturday transfers.

Q – What type of transfer is it to resort?
Our transfer partners use a variety of minibuses, MPVs and coaches to transfer guests from the airport to resort. Wherever possible we aim to transfer directly to resort with no additional drop-offs or pick-ups.

Q – Is there parking available at the chalet if we drive out?
Yes, there is plenty of free parking outside all our Bansko chalets.

Q – Can you hire ski clothing in resort? 
Our Chalets run a Retro Rental offering (think bright old-school onesies). Alternatively, it is possible to hire adult clothing through our Ski School partners.

Q – Can I hire a helmet? 
Childrens rental includes free helmet hire. For adults, helmets are also available for a small charge. 

Q – Can I pre-book ski/snowboard hire? 
It helps to speed things up if we know in advance who wants to ski and snowboard, so please complete this in MyBooking. Learn more & see prices

Q – Do the instructors speak English? 
Our Ski School partners all speak fluent English. 

Q – Which ski schools do you recommend? 
We have partnered with a couple of schools, widely regarded as some of the best in Bansko and used by most chalet operators. Learn more & see prices 

Q – When should I book lessons? 
If you want lessons we need to know about these prior to arrival. Please use the link in MyBooking which will take you to our lesson order form. All lessons are booked on a first come first served basis.

Q – Can my children have lessons? 
Lessons are available for all children aged 5 and above, for both skiing and snowboarding.

Q – Can I pre-book lift passes? 
Blank lift passes are availble in the chalets for a small refundable deposit. These can be topped up online for any number of days skiing using a debit/credit card. The card will instantly be loaded and ready to use, giving you plenty of time to make the first lifts. 

Q – Can I buy a VIP pass? 
VIP/Queue jump passes are only available to those with a full season lift pass and mountain staff. It is not possible to purchase a VIP pass and anyone offering these is lying.

Q – What are the child prices?
Our child discount is 15% off the adult price and applies to children under the age of 13 at the time of travel. Infants under the age of 3 stay for free. 

Q – Can my child eat dinner earlier?
In our catered chalets we usually serve young children a bit earlier than adults. If you have Sole Use of any chalet you have the choice of all eating together if you wish.

Q – Does my child need sunglasses?
Absolutely! Snow blindness or photokeratitis is a type of temporary eye damage caused by snow reflecting UV light. Even those too young to ski may need some form of protective eyewear. Goggles are also recommended for skiing, as they offer a more comfortable fit with a ski helmet and are better than sunglasses if it’s snowing!

Q – Are car seats provided on transfers?
Unfortunately, baby seats are not available on our transfers. However, child or booster seats are available as long as they are requested when completing your travel details in MyBooking. 

Q – Are car seats provided in resort vehicles?
Baby seats are not available, but booster and child seats are available in our resort vehicles.

Q – How does the shuttle work? 
Our daily shuttle will drop you off each morning and pick you up in the afternoon. It is not a 24-hour service. Times vary week to week but usually the latest morning shuttle is 9:30 am and afternoon pick-ups are 4 pm – 5 pm. Staff will explain more on your arrival. 

Q – I have a dietary requirement, can you cater for me? 
Absolutely, just make sure this has been noted on the guest page in MyBooking so we are aware prior to your arrival. 

Q – What will the weather/snow conditions be like? 
We can never be too sure what the weather will be like but we do a regular snow dance! Bansko’s ski area is at high altitude and should the snow be a little sparse, snow cannon coverage of 80+% ensures there will be plenty of piste to ski. Check out the weather forecasts here to keep updated. 

Q – Are there Hairdryers? 
We do not supply hair dryers in our properties. 

Q – Are there towels and bathrobes in the chalet? 
Yes, hand and bath towels are provided. Bathrobes are not available.

Q – Do I need to take my own toiletries?
We do not supply complimentary toiletries. Hand soap is provided. 

Q – Is there Wi-Fi in the chalet? 
Yes, high-speed Wi-Fi is available in all our chalets, the chalet team will provide you with the code on arrival. Please note whilst the signal is strong in common areas it can vary in the bedrooms. 

Q – What time can I check-in? 
Rooms will normally be ready by 3 pm at the latest. However common areas will be available for you to use if you arrive before your room is ready. 

Q – What time do I need to check out? 
We ask all guests to vacate their rooms by 9:30 am on their day of departure. Common areas and space for the storage of luggage will be available until your transfer arrives. 

Q – My departure is in the evening can I ski on my departure day? 
If you have a late private transfer you are welcome to ski before it. Be aware though that the shuttle will not be available as staff will be busy getting the chalet ready for new arrivals, this also means there will be no shower facilities available for you to use. In addition, your transfer will not wait if you are late.

Q – Are there any entry requirements?
As the UK is no longer in the European Union, British passport holders (and other non-EU passport holders) are treated as “third country nationals” with stipulations about passport issue and expiry dates. You will be denied entry and so need to renew your passport if either:

• Your passport is 10 years old or more on the day you enter the EU country – count this from the ‘date of issue’ on your passport. The date of expiry is irrelevant. UK Passports issued after 1 October 2018 are only valid for 10 years but for passports issued before 1 October 2018, extra months may have been added if you renewed a passport early.
• There is less than 3 months left on your passport after your return date.

Q – When do I provide all the names and travel information for my group? 
Please provide the guest and travel arrangements of your group as soon as possible, without this information you may have a wait at the airport or be chargeable for last-minute transfers.

Q – Do you recommend anything else to bring? 
Swimwear. As well as our hot tubs and saunas there will be opportunities for an after-ski swim or bath in local geothermal mineral springs.

Slippers or indoor-only footwear. Snow, grit and salt from ski boots and outdoor shoes can damage our wood and tile floors. There is no underfloor heating so to keep your feet toasty bring something for indoors only. 

Insurance. Obviously, it goes without saying that skiing can be a dangerous activity and we strongly encourage all guests to have travel insurance and check that this covers them for winter sports. We also recommend that in addition, you bring your EHIC/GHIC (European/Global Health Insurance Card).

Details and information on this page do not form part of our terms and conditions and we will not be bound by information which is provided on this page on a goodwill basis.

Q – What is included in the holiday price?
All our chalet stays include:

• 7 nights accommodation, towels and bed linen
• Collection from Zakopane bus or train station to chalet
• Daily Shuttle to and from local ski areas
• Use of chalet hot tubs, saunas, and steam rooms (chalet dependent)
• Use of chalet kitchen
• Chalet WiFi

The following items are not included but we can help arrange some of these:

• Airport transfers
• Lift pass
• Ski/snowboard equipment hire
• Ski/snowboard lessons
• Childcare
• Insurance
• Flights
• Shuttles to non-local ski areas & Slovakia
• Breakfast (upgrade to bed & breakfast stay available)

Q – What payment methods do you accept?
(Visa, Mastercard, American Express) You can pay securely online, simply login to ‘MyBooking’ using the button at the top of our website. You will need your MyBooking login details provided to the lead guest.

You can also pay by bank transfer (BACS/Faster Payments). If you’re making a transfer from a non-UK account please ensure you pay both the beneficiary and payee charges.

Q – Is there a charge for using a credit card?
We accept Visa, Mastercard and AMEX. There is no charge for personal accounts.

Q – What deposit is needed to secure the holiday?
If you would like to book we require a non-refundable deposit of 30% to secure your stay.

Q – When do I have to pay for my holiday in full?
Your final balance is due at least 8 weeks before your arrival date. You will be sent a gentle reminder via email when the balance is due.
Full booking terms and conditions can be found here

Q – Can you hire ski clothing in resort? 
Our Chalets run a Retro Rental offering (think bright old-school onesies). Alternatively, it is possible to hire adult clothing through our Ski School partners.

Q – Can I hire a helmet? 
Childrens rental includes free helmet hire. For adults, helmets are also available for a small charge. 

Q – Can I pre-book ski/snowboard hire? 
It helps to speed things up if we know in advance who wants to ski and snowboard, so please complete this in MyBooking. Learn more & see prices

Q – Do the instructors speak English? 
Our Ski School partners all speak fluent English. 

Q – Which ski schools do you recommend? 
We have a partnership with a few independent schools local to the chalet, they cater for all levels and can travel to specific areas to teach you. Learn more & see prices 

Q – When should I book lessons? 
If you want lessons we need to know about these prior to arrival. Please use the link in MyBooking which will take you to our lesson order form. All lessons are booked on a first come first served basis.

Q – Can my children have lessons? 
Lessons are available for all children aged 5 and above, for both skiing and snowboarding.

Q – Can I pre-book lift passes?
No need, due to the nature of the resort, we plan a bespoke ski schedule for the week when you stay with Snomads in Poland. This will be based on the best snow conditions and the ability of your group. All lift passes are easy to book online or on your phone the day before and picked up at the booth on the day of skiing. Your hosts will help you with this in the chalet, and you’ll have plenty of time to make the first lifts.

Q – What are the child prices?
Our child discount is 15% off the adult price and applies to children under the age of 13 at the time of travel. Infants under the age of 3 stay for free. 

Q – Does my child need sunglasses?
Absolutely! Snow blindness or photokeratitis is a type of temporary eye damage caused by snow reflecting UV light. Even those too young to ski may need some form of protective eyewear. Goggles are also recommended for skiing, as they offer a more comfortable fit with a ski helmet and are better than sunglasses if it’s snowing!

Q – Are car seats provided in resort vehicles?
Baby seats are not available, but booster and child seats are available in our resort vehicles.

Q – How does the shuttle work? 
Our daily shuttle will drop you off at local pistes/lifts each morning and pick you up in the afternoon. It is not a 24-hour service. Times vary week to week but usually the latest morning shuttle is 09:30 and afternoon pick-ups are 16:00-17:00 Staff will explain more on your arrival. 

Q – What will the weather/snow conditions be like? 
We can never be too sure what the weather will be like but we do a regular snow dance! Zakopane and the surrounding ski areas are at high altitude and should the snow be a little sparse, snow cannon coverage of many areas ensures there will be plenty of piste to ski.

Q – Are there Hairdryers? 
We do not supply hairdryers in our properties. 

Q – Are there towels and bathrobes in the chalet? 
Yes, hand and bath towels are provided. Bathrobes are not available.

Q – Do I need to take my own toiletries?
We do not supply complimentary toiletries. Hand soap is provided. 

Q – Is there Wi-Fi in the chalet? 
Yes, Wi-Fi is available in all our chalets, the chalet team will provide you with the code on arrival. Please note whilst the signal is strong in common areas it can vary in the bedrooms. 

Q – What time can I check-in? 
Rooms will normally be ready by 3pm at the latest. However common areas will be available for you to use if you arrive before your room is ready. 

Q – What time do I need to check out? 
We ask all guests to vacate their rooms by 9:30am on their day of departure. Space for the storage of luggage will be available until your transfer arrives. 

Q – My departure is in the evening can I ski on my departure day? 
If you have a late transfer you are welcome to ski before it. Be aware though that the shuttle will not be available as staff will be busy getting the chalet ready for new arrivals, this also means there will be no shower facilities available for you to use. In addition, your transfer will not wait if you are late.

Q – What Polish Airport do I need?
Kraków International Airport.

Q – What is the transfer time?
To Zakopane the journey is about 2.5 hours.

Q – How do I get to Zakopane?
Our Zakopane stays do not include transfers, but there are several options from private transfers to the environmentally friendly bus direct from Kraków International Airport. Learn more

Q – Is there parking at the chalet if we drive out?
Yes, there is plenty of secure parking at chalet Stardust 1 and 2.

Q – How does the Snomads sleeper service work?
Our comfortable minibus will come and pick you up from your UK home on Friday evening, with 2 drivers operating in shifts, they will drive through the night and arrive in the resort on Saturday afternoon. Contact us for a quote.

Q – Are there any entry requirements?
As the UK is no longer in the European Union, British passport holders (and other non-EU passport holders) are treated as “third country nationals” with stipulations about passport issue and expiry dates. You will be denied entry and so need to renew your passport if either:

• Your passport is 10 years old or more on the day you enter the EU country – count this from the ‘date of issue’ on your passport. The date of expiry is irrelevant. UK Passports issued after 1 October 2018 are only valid for 10 years but for passports issued before 1 October 2018, extra months may have been added if you renewed a passport early.
• There is less than 3 months left on your passport after your return date.

Q – When do I provide all the names and travel information for my group?
Please provide the guest and travel arrangements of your group as soon as possible, without this information you may have a wait at the airport.

Q – Do you recommend anything else to bring?
Swimwear. There will be opportunities for an after-ski swim or bath in local geothermal mineral springs.

Slippers or indoor-only footwear. Snow, grit and salt from ski boots and outdoor shoes can damage our wood and tile floors. There is no underfloor heating so to keep your feet toasty bring something for indoors only.

Insurance. Obviously, it goes without saying that skiing can be a dangerous activity and we strongly encourage all guests to have travel insurance and check that this covers them for winter sports. We also recommend that in addition, you bring your EHIC/GHIC (European/Global Health Insurance Card).

Details and information on this page do not form part of our terms and conditions and we will not be bound by information which is provided on this page on a goodwill basis.