Customer Service Policy

Absolute Alpine is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are a true representation and that the pricing is true and correct at the time of publication.

Deposits – Balances – Payments – 3rd Party Suppliers

A deposit of 50% of the total cost of the reservation, inclusive of all services must be received within 7 days of the reservation being made before a reservation can be confirmed. Failure to do so will result in the reservation being automatically cancelled without notification. Upon receipt of the deposit, written confirmation of the reservation will be forwarded. (email, fax or postal as directed by the customer). The final balance is due 60 days prior to arrival. For reservations made less than 60 days prior to arrival the full payment will be required at the time of the reservation. Failure to send the balance by the due date will result in cancellation of the reservation without notification. Credit Card (Visa or Mastercard), Cheque or Direct deposit. Payment Processing Fees apply to Credit Card payments. 1.5% for MasterCard & Visa. The customer/guest acknowledges the total tariff will include some 3rd party items supplied by an external supplier. The customer/guest authorises Absolute Alpine to pay out of the total tariff any payments requested by the 3rd party supplier prior to the completion of the booking.

Cancellations – Amendments – Refunds

Cancellations will incur a $100 per booking (Inc. GST) cancellation fee in addition to any additional charges levied by hotel/property and service operators. For cancellations made within 60 days prior to arrival full reservation value will be forfeited. Cancellation must be made in writing and must be received AND acknowledged by Absolute Alpine at the address or fax number stated at the end of these terms and conditions. It is your responsibility to ensure that Absolute Alpine receives written notification. Amendments will only be accepted by the said person entering into the reservation agreement. All changes to the reservation will attract a $25 amendment fee per change (Incl. GST), to cover cost of administering those amendments. Refunds will not be given for any advertised packages, no shows, meals, accommodation, equipment hire, transfers, lift tickets, or services that are not utilised. . Special packages marked as NON-REFUNDABLE are NON-REFUNDABLE.

Claims for refunds must be made directly with Absolute Alpine, and will be confirmed in writing where approved by the supplier of accommodation or services

Security Bonds

Credit Card details are required upon check in as a security on some hotels, lodges and apartments. If credit card details are not available a cash bond is required. Confirmed reservations for self-contained properties will attract a credit card bond at the point of registration. The Agent will hold an amount to the value of $500 as a security against the nominated credit card. Charges will be applied for any damages or missing items upon departure, with the amount owing to be deducted from the nominated credit card. Cash bonds will be refunded by cheque within 7 days of the guest departure. Any disputes arising from damage, negligence or destructive behaviour will be handled accordingly in the NSW law courts or the NSW Consumer Affairs Tribunal.

Travel Insurance

Absolute Alpine strongly recommends travel insurance to cover against cancellation fees and loss of deposits, emergency medical, and hospital expenses, theft, luggage delay, travel delay, personal liability and rental excesses. Please follow the links on our website for further information Absolute Alpine Holiday Travel Insurance.

Self Contained Properties

Guests occupying self-contained accommodation may be required to bring sheets, pillow cases, towels, tea towels, toiletries and personal items. Please refer to your reservation confirmation for details. A security deposit will be charged upon registering. All apartment details and bedding is correct at time of notification by property management. Bedding and inclusions may be subject to change without notice. No provision is given for the storage of luggage prior to or after the reservation period

For Conditions of Occupancy (Download 306KB) for Self Contained properties managed by Absolute Alpine Pty Ltd please visit or refer to final arrival documentation for details. For properties otherwise managed, please refer to final arrival documentation for details.

Documentation / Vouchers

Prior to departure you will be in possession of reservation confirmation documentation including but not limited to, tickets, itinerary, vouchers and any brochure information for the specified destination. Please ensure that you have read all documentation carefully to ensure that all travel arrangements have been organised to your satisfaction AND are correct. Documentation is subject to reissue fees if incorrect through error or omission and the passenger accepts the liability to then pay the correct cost. Replacement of lost or destroyed vouchers/documents will be subject to charges deemed appropriate by Absolute Alpine Pty Ltd.

General Conditions
These conditions apply to Absolute Alpine Pty Ltd and/or other parties which may be contracted or employed for the purpose of taking holiday reservations and payment thereof on their behalf. – The premises are let to you for holiday purposes, only for the period stated in the receipt. The description of the premises is made in good faith however may be subject to any changes as may be notified by the owner or other agents acting on behalf of the owners prior to the commencement of the reservation. Absolute Alpine advises they act as Agent only for a principal supplier. Absolute Alpine cannot accept responsibility for actions taken by the principal supplier or other agents of the premises, outside its control. Every endeavour will be made to offer accommodation alternatives should this occur.

Minimum night stays may apply and “Packages” are subject to special conditions. Please ask your consultant if further clarification of conditions are required. – All quotes and reservations are subject to availability and actual price at the time of booking. Any verbal quote is an estimate provided in good faith, which will be subject to a written advice on confirmation of receipt of payment. Once full payment has been received including any surcharges and all suppliers have confirmed booking components, prices are guaranteed. – GST – Where any supply of goods or services is a taxable supply for the purposes of GST, then in respect of such supplies prices quoted include GST. Where any supply is not a taxable supply, the prices quote do not include GST. Please note that not all suppliers are required to be registered for the purposes of GST and that you cannot assume that the price of any particular supply includes a component of FST. Please contact your consultant should you require information regarding whether GST is included in a particular price.

Responsibility Clause

Neither the company nor anyone on its behalf shall be liable for any death, loss, injury, accident, damage to or loss of personal property (including baggage) or delay, illness, strike, war, terrorist attack, civil disturbance, machinery failure, acts of Government or any other authorities, acts of God, improper documentation or any other causes beyond its control. We reserve the right to amend, make variations or cancel holidays or any part thereof. AA reserves the right in any way it thinks to cancel or withdraw a tour or holiday or refuse to accept any person on such a tour or holiday. The passage contract used shall constitute the sole contract. All tickets, coupons or orders are issued subject to the terms and conditions under which they are offered and supplied. Programs, tour prices, services and conditions are based on the situation at time of publication of promotional material but prices are subject to change without notice due to unforeseen circumstances. AA reserves the right to have you deal directly with any supplier should a dispute occur.

Absolute Alpine Pty Ltd

ABN 14 243 457 101
PO Box 409, JINDABYNE NSW 2627

Telephone 02 6171 6204
Facsimile 02 6456 2410

Reservations 1300 278 483