SnowWorld Amsterdam — Local services in Velsen

Snowworld Course Warning: Hidden Fees & Unfair Policies

DO NOT BOOK WITHOUT READING THIS

Beware of misleading wording and hidden clauses! I urge anyone considering Snowworld courses to think twice. Their FAQ and marketing materials play word games—using vague terms like “lesson” without disclosing critical restrictions.

Here’s what happened: I booked a course for my 6-year-old daughter. When I tried to reschedule a lesson 24 hours in advance due to her illness, Snowworld refused, claiming lessons are a “fixed package” once the course starts

This policy is nowhere in their terms, FAQs, or purchase agreements—I checked thoroughly.

Their response: “It is not possible to reschedule lessons… a fixed package.” When I asked them to prove where this is stated, they ignored the question and offered two insulting “options”: Pay €39.95 for a “catch-up lesson” (why pay twice for their lack of flexibility?). Let my 6-year-old use the slope alone (absurd and unsafe!).

They bury rescheduling rules until until you ask and you really need to use.

Their FAQ (check here: https://www.snowworld.com/en/ski-slope/frequently-asked-questions) says nothing about “fixed packages.”

Instead of accommodating polite requests, they punish customers with fees or unreasonable...

This review is ONLY about their customer service. Which is absent. I have phoned them twice, but even after 20 mins listening to some nondescript jazz tune no-one picked up the phone. Nor did any robotic voice tell me what the estimated waiting time was. Absolutely ridiculous. And when I try to contact them about a reservation via the website, they keep referring me to the 'webshop' where I can't find the answer to my question. Terrible.

Edit: I appreciate your reply, SnowWorld! I understand that things may be rather hectic at the customer service because of the current circumstances, but like I said: it would be nice to at least let me know just how long I will have to wait or how many people are waiting before me, or give me a better alternative for contact than simply referring to...

Really fun place for snowboarding and skiing, but the customer service unfortunately takes it all away. I feel especially someone with a subscription you are not treated well, because it feels they don’t care because they already have your money secured for several months anyways. They are often technical errors online when trying to book and when you call their Office they are always friendly and helpful, but when you go to the Amsterdam location, they say they don’t know anything what the main office said and they cannot help you or even let you in (after for example the office confirmed they booked it for you). It seems there is zero communication between the office and the people working at location. These kind of things happened already...