Frequently asked questions

Why should I use Andorra-resorts.com?

Not only do we bring you the latest up to date information about Andorra but we have worked hard to bring you excellent discounts on your ski and snowboard rentals. From our experience of working in Andorra over the past five seasons we have carefully chosen which suppliers to work with for equipment, location and service. When you arrive we will deliver your lift passes and lesson vouchers to you to save you time and hassle at the start of your holiday.

How late can I book?

The very latest you can book is 48 hours in advance. We cannot guarantee availability of products for very late bookings.

What happens when I have paid?

You will be transferred to the HSBC website for payment, and it is very important that when you have paid you click 'Continue' to come back to our website. At this point you can now go to the customer area where you can download your vouchers. You need to print these vouchers and bring them with you.  We will also send you a confirmation e-mail with details of your order.

I haven't received a confirmation e-mail; what should I do?

Once your booking is confirmed you can go directly to the customer area where you can download your vouchers and print a copy of the invoice should you require it. It is also best to save our e-mail address (info@arinsal.co.uk) as a safe e-mail address if you e-mail provider has this service. If you are having difficulties please send a message from the contact form or use our e-mail address.

I have lost my vouchers; what can I do?

Just go to the customer area where you can re-print your vouchers.

I have very large feet, will the hire shop have ski / snowboard boots to fit me?

Don’t worry, most good hire shops are able to accommodate skiers and snowboarders of all shapes and sizes! The hire shops we work with are well equipped to deal with larger boot sizes and we have never had to turn anyone away yet.

Will I be able to join the same ski school group as my children?

The ski school separates adults and children (11 and under) into different groups for some very good reasons, for example adults and children learn at a different pace hence it would affect the progression of the group if they were mixed, also children tend to enjoy themselves more when learning with other children and the same goes for adults. You will always be placed in a group that is suitable to your ability and that you are comfortable with.

My child is aged under 10 years; can they have snowboard lessons?

Small children often find it difficult to control a snowboard therefore for safety reasons, and for the progression of the group, the snowboard school do not accept bookings for children under 10 years old. However, if you insist on your child taking snowboard lessons it is possible to book a private instructor.

I can’t decide whether to ski or snowboard, can I change from one to the other during the week?

Understandably most hire shops do not encourage you to swap from one to the other during the week however depending on how the busy the shop is during any given week, they may allow you to do so, however, you may incur a charge and would probably not be allowed to change back again.

If you are having group lessons, once you have started you won’t be allowed to change over.

How do I choose the date for my first day of rental?

Your first day of rental will usually be the day after you arrive, as you can pick your equipment up for free the afternoon before your rental is due to start. For example, if you are flying on Sunday and staying for a week you would want your rental to start on the Monday for six days. You can take your voucher to the hire shop on Sunday afternoon to collect your equipment.

Is my rental equipment insured?

Your rental equipment is not insured as part of your booking. You are strongly recommended to take out personal travel insurance for all members of your party. Your rental equipment may be covered by your personal travel insurance, but please read your policy details on receipt and take them with you on holiday. If you damage or lose your rental equipment you will be charged by the rental shop as per their terms and conditions of rental.

Do I need a photograph for my lift pass?

No, you do not need a photograph for your lift pass.

Do I need to hire poles?

Poles are included when you book skis.

You haven't asked for my height or weight; do you need them before I come?

We do not ask you for this information as the shop we work with has a large and diverse stock of equipment sufficient to cater for all of our clients. If you feel you may need something particular please feel free to contact us.

Will the rental shop be open on Sunday?

Yes, the shop we work with is open on Sundays.

What if I am arriving late?

If you are arriving after 21:30 we may bring your lift pass and/or school tickets to you in the morning. Don't worry, we can still get them to you before the lifts open if you want!

How can I amend a booking?

If you want to add anything to your booking please make a new order for the extra products. If you want to amend something please send us a message using the contact form.

How can I cancel a booking?

Please refer to our Agency Booking Conditions if you want to make a cancellation.

Is it possible to hire ski/snowboard clothing in resort?

Unfortunately it is not possible to hire ski or snowboard clothing in resort, however, there are plenty of shops where you can purchase anything you forgot to bring with you.

What documentation do I need to bring with me to the rental shop?

You need to take your rental voucher as well as a credit card. Your credit card will not be charged, but a reservation of funds may be made in case of loss or damage to equipment. If you do not have a credit card you will either be required to leave your passport or cash sufficient to cover the loss or breakage to equipment rented.

Is the booking service secure?

Our booking site is completely secure. Sensitive information is processed on a secure server, indicated by the padlock symbol on the checkout pages. Our databases are held on a secure server, and your credit/debit card details are processed directly on the HSBC Secure ePayments website. You will notice that when you pay you are transferred over to a HSBC payment page.