Ski and snowboard lessons in Grindelwald First for kids and adults

Dear Mr Rawal, Thank you for your detailed message. We are very sorry to hear that your experience did not meet your expectations and that the morning was stressful for you. We have carefully reviewed the case together with the ski school and the instructor involved. In order to respond transparently, we would like to address your points individually. 1. Booked level and lesson location According to our booking system and the ski school’s reservation system, the lesson was booked for the level “Red Prince”, which corresponds to advanced skiers. For this reason, the meeting point was correctly set at Grindelwald First mountain station, as this area is suitable for advanced participants. Beginner lessons are normally held in dedicated beginner areas such as Bodmi Arena. When the instructor met you and realised that you had no prior ski experience, she immediately organised a change of location to the beginner area in Grindelwald so that the lesson could still take place in a suitable environment. 2. Meeting point and timing The booking confirmation clearly states the meeting point as “Grindelwald First Bergstation” and the start time as 9:30 am. The instructor was present at the agreed meeting point at the scheduled time. We understand that there was confusion on site. However, according to the ski school, contact was established after the scheduled start time and it became apparent that you were still on your way up and did not yet have ski equipment. 3. Ski pass and equipment rental The booking confirmation and activity description also clearly indicates that ski passes and equipment rental are not included in the lesson price. These items must be organised separately by participants. The instructor even accompanied you to arrange equipment and later travelled down to the valley to ensure you could rent suitable material and receive instruction in the correct beginner area. 4. Clothing and preparation According to the ski school, you arrived at the mountain station without ski clothing (no winter trousers or suitable footwear). For safety and practical reasons, ski instruction cannot be conducted without appropriate winter gear. This further contributed to the delay and required additional organisation on site. 5. Lesson duration Despite the challenging circumstances and the necessary change of location, the instructor provided ski instruction in the beginner area from approximately 11:30 am and extended the lesson until 12:30 pm as a gesture of goodwill, although the official morning session ends at 12:00 pm. The instructor had subsequent bookings afterwards. For these reasons, the ski school fulfilled its contractual obligations by being present at the confirmed meeting point at the agreed time and by providing instruction, including an extension beyond the scheduled end time. Based on this review, we are unfortunately unable to offer a refund. We understand that the overall experience was disappointing for you, and we regret that your holiday was affected. At the same time, after carefully reviewing all information from both sides, we cannot identify a service failure on the part of the ski school or Swiss Activities that would justify a refund or additional compensation. Kind regards, Swiss Activities Support Team