Group Trip FAQ & Support
Trip Selection FAQ
Getting Started
Absolutely! This is what SkiSync specializes in. We are the group travel gurus and can help you customize a trip from the resort selection phase to booking talent for your private event. Contact us and a SkiSync representative will be in touch.
We’ve got you covered. To better handle your specific request please contact us so we can direct you to the right team to take your reservation.
Whether this is your first or fiftieth family vacation with kids we understand the process of finding family friendly mountains, lodging, activities, etc. Contact us and one of our travel specialists will be in touch soon to walk you through the process.
Just because you’re an adventurous person and your buddies are being lame doesn’t mean you should be left out of the fun. There are several ways to travel by yourself and use the SkiSync services. Contact us and one of our travel specialists will contact you soon.
Pre-Departure FAQ
Packing & Rentals
Excellent question! You can rent your gear directly through SkiSync prior to the trip for any number of days you may need it. Helmets, gloves, skis, snowboards, poles...whatever you need can be covered. You can also rent your gear onsite directly through the rental shops, but you'll miss out on the group discounts provided by SkiSync.
Renting is always an excellent idea, even if you own your own stuff. Airline baggage fees can get pricey so why not avoid those! Plus, you’ll have an extensive selection of the newest equipment available at a discount through the SkiSync approved vendors.
Rentals are broken down in to multiple levels (ie Beginner Sport, Intermediate, Advanced Demo or Level I, Level II, Level III). Typically beginner skier/boarders would want to start with the Level I, beginner, packages. You can always speak to the onsite shop staff when picking up your rentals to ensure you’ve selected the correct package. Any changes to your pre-paid package can be resolved onsite at the rental shop but we highly suggest booking in advance to receive the group discounts. Most group discounts are not available for “day of” or “walk up” rental selections.
If you’re new to the slopes or an infrequent visitor to the mountains, our suggestion is to stick to one discipline (ski or board, not both) since your days on the mountain are limited. However, it is absolutely possible to rent both types of equipment using the same lift ticket. To avoid doubling your rental expenses, combine your days and return your rentals when they’re not being used.
Travel Insurance
Trip insurance is highly recommended. Winter storm systems are constant this time of year and serve as an excellent reminder of the benefits available with travel insurance. When planning travel during the winter, travel insurance benefits include trip cancellation, travel delay, medical emergency, and missed connection benefits. We offer a range of options to cover you in almost any situation.
The option to book/add group insurance to your invoice is available by logging in to your SkiSync account here.
Trip Profile & Invoices
Upon registering for the trip your invoice was emailed to you from noreply@skisync.com. If your inbox is packed with important emails and you can’t seem to find your confirmation from SkiSync, don’t worry! To view your trip details, log in at gw.skisync.com and enter the Username and Password created during registration. There is a Forgot Username/Password available on that page if you need assistance.
It’s possible to make changes but you’ll need to log in to your profile or contact your trip leader to confirm the details surrounding your trip. To log in go to gw.skisync.com and enter the Username and Password created during registration. Navigate over to the Manage/Update Trip Details section. Date restrictions on select updates may apply. If the allowed timeframe to make updates online has past, contact your SkiSync Account Manager.
Please contact transportation@skisync.com and we'll be happy to assist. Every airline is different and some have strict policies on changes and cancellations. We always do our best to accommodate but if it's a non-refundable ticket, fees will apply (since SkiSync is unable to waive these fees).
Passports & Visas
Anyone traveling outside of the United States (including Canada and Mexico) will need a passport. Refer to the government passport website for information on how to apply or renew your passport. Make sure to give yourself ample time to complete the application and renewal process!
SkiSync recommends you check with your local embassy as visa rules can change without warning. Embassy websites in your home country is the best place to look for information about requirements, visa costs and they will provide the required forms.
Trip Cancellations
Prior to cancellation, please review your trip's specific terms of cancellation and transfer, this will list the options, deadlines, and cancellation terms of your trip. To view these, log in to your account, select "View Invoice" and "Cancellation & Transfer Terms" at the bottom of the page.
If you would like to cancel, Log in at gw.skisync.com and enter the Username and Password created during registration. Navigate to the Invoice page and scroll to the bottom. Click on the link Request to Cancel trip and follow the onscreen prompts. Once SkiSync receives the inquiry we will process your refund request and provide you with further instructions.
Log in at gw.skisync.com and enter the Username and Password created during registration. Navigate to the Invoice page and scroll to the bottom. Click on the link Request to Cancel trip and follow the onscreen prompts. SkiSync will process the request and provide you with further instructions. YOU MUST SUBMIT A CANCELLATION WITH SKISYNC PRIOR TO FILING A CLAIM. After submitting your Cancellation Request, you will receive a follow up confirmation from a team member who will assist you in beginning your claims process with the insurance company. To start a claim, navigate back to the Invoice page and click the blue link next to the Trip Insurance line item. Follow the provided instructions.
After Arrival FAQ
Checking In
This can be different for each group we travel. Detailed instructions with an address for check-in are emailed to you 2-3 weeks prior to arrival. If you've forgotten this information or still aren't quite sure, you can contact your group's trip leader for details.
In most cases, your room will be available after 4:00pm. If you arrive earlier, you’ll be able to store your luggage at your property and head out to explore for a couple hours.
Each group is a bit different, so detailed check-in instructions are emailed to you 2-3 weeks prior to arrival. If you're still unsure after arrival, you can contact one of your group's trip leaders.
Your service providers will be so happy you asked! Here are a few people who would appreciate tips that you may not have thought about – shuttle drivers, baggage handlers, hotel concierge and lesson instructors. SkiSync employees do not accept tips...only coffee and high fives.
Who to Contact
Each trip will have a Mountain Reservation Specialist to tailor your trip to your needs, including for your lodging. Once on site, please contact the front desk of your lodging property during your stay. They can provide direct assistance with questions about your unit.
Please contact your group’s trip leaders or contact the SkiSync at info@skisync.com. Be sure to include your trip name and trip dates so it can be directed to the appropriate account manager.
Contact SkiSync’s main office at 855-SKI-SYNC or send us an email at info@skisync.com. Make sure you include your Trip Name, Dates of Travel and Resort Destination in email.
To start a claim with the insurance company, please log in to gw.skisync.com with the Username and Password created during registration. Navigate to the Invoice page and click the blue link next to the Trip Insurance line item. Follow the provided instructions. If you require any assistance with this, please contact insurance@skisync.com.
If you’re scheduled for a seat on the charter bus from the airport please notify your group's trip leader. If you reserved an airport transfer independently, contact the shuttle company holding your booking.
Payments & Financial FAQ
Payments & Financial
Yes. SkiSync operates within a family of businesses that have been growing since 1997.
When SkiSync receives trip payments, the money is deposited into a Trust Account. It’s securely held in that Trust Account and used to pay expenses associated to your trip and remains there until the day you depart for your trip. Why is that? It's mandated by the State of California (where SkiSync is incorporated), so that in the unlikely event that SkiSync have financial problems, your money is safe and available to you for a full refund.
Yes, SkiSync has partnered with Flex Pay to offer "travel now pay later" payment plans for trips. Please visit Flex Pay’s terms of use for all details regarding the Flex Pay service.
Website & Technical FAQ
Technical Issues
Please contact the SkiSync Tech Team at techsupport@skisync.com or simply reach out using our contact form. One our tech-gurus will get back to you with an answer.
Given that this is almost always related to your bank, we recommend that you contact your bank first, prior to reaching out to our tech support team.
The Avalanche page is an error page most commonly associated with times of high traffic. Our tech team suggests closing out of the page and beginning the process again. If you were attempting to register and the Avalanche page occurred during the payment process, please first check your email for a confirmation letter from SkiSync. If you’ve received confirmation then it’s probable you’ve successfully completed registration. Send techsupport@skisync.com an email to confirm before attempting registration again.