Operational changes due to COVID-19 Health and Safety

Know before you go

SilverStar supports BC's Provincial Health orders and recommendations, and we strongly encourage our guests to know and follow the current guidelines. More information on the latest Provincial Health orders can be found  here

Highlights for Winter 2021/22

  • No parking reservations will be required for the 2021/22 winter season
  • No cap on the number of season passes when they go on sale June 15
  • SnowSports School is excited to bring back their great group and kids lesson programs and Early Bird vouchers
  • Our Food & Beverage offerings returning to normal with more seating in each outlet and the Silver Grill and Paradise Camp dinner tours available again

Highlights for Summer 2021

  • Limiting number of passes & tickets
  • Masks mandatory indoors and in lift lines. 
  • Physically distancing, compliance with all PHO orders and restrictions
  • No parking reservations required
  • Accommodation and mountain product credits may be issued based on changing PHO orders throughout summer

Please note:  Face coverings are required in every part of our operation without exception for all guests 3 and over. If a guest is unable or unwilling to wear a face covering, the guest will not be allowed access in order to limit the risk of COVID-19 exposure to other guests and employees. No Mask:  No lift, no service For more information on our policy please see FAQ on face coverings below. 

We will continue to monitor and update these practices using the guidelines set out by the Government and health experts. 

Detailed Summer changes

Our ask to guests

The communities health and safety is a group responsibility. We ask of our guests to protect themselves and others by following certain guidelines before and during visiting SilverStar Bike Park.

Please note that SilverStar Mountain Resort will follow and maintain all current BC health orders.  If travel advisories/restrictions are in effect for your dates of travel, we will contact you and cancel your reservation without penalty up to 24 hours prior to arrival. This may include travelling between public health regions within the province as well as inter-provincial travel.

Below are some of our asks of guests visiting SilverStar Bike Park:

  • Please schedule your visit another day if you don’t feel well, have arrived in Canada within the past 14 days, or if you or anyone in your “bubble” has been exposed to someone in the past 14 days with confirmed/presumed COVID-19.
  • Please wash or sanitize your hands upon arrival, we have many well-marked locations around the resort to assist you with this.
  • Please respect the two meter social distancing, we have plenty of space. 
  • Please obey direction by our staff and signage.
  • Please be aware of your surroundings and respect other guests space. 
  • The wearing of personal face coverings are mandatory by guests inside venues. See below for specific details based on location.
  • Some of our work areas and offices have restricted access to visitors. If you plan to meet with one of our employees, please call ahead and schedule accordingly. 

COVID-19 Update

Exposure to COVID-19 is an inherent risk in any public location where people are present.  SilverStar Mountain Resort has implemented the SIlverStar Service Promise to prioritize the wellbeing of our guests, staff and community, but we cannot guarantee you will not be exposed to COVID-19 during your visit. The risk of being exposed or becoming sick due to COVID-19 cannot be eliminated.

Everyone in the SilverStar community shares the responsibility for a safe and healthy ski and ride experience. We will continue to operate in a manner that reduces the risk and it is our guests’ responsibility to read and comply with all instructions and signage posted at the resort and on the resort’s website.  Stay home if you are sick or experiencing symptoms of COVID-19.  Wear a face covering and maintain at least 2 metres physical distancing from staff and other guests, including in lift lines.  Wash and sanitize your hands frequently.

Read more about SilverStar Service Promise here and everything we are doing at SilverStar to protect the wellbeing of our community and the longevity of the season.

Below is a detailed list of changes implemented to decrease the risk of COVID-19 in the following areas:

  • Arrival into the resort 
Enhanced cleaning & sanitization procedures
  • Sanitization stations available for guest use at village entrances. Please sanitize upon entry and exit of the resort. 
Enhanced safety & PPE measure
  • Increased signage upon entry of the resort.
  • Employees will follow strict guidelines including the use of Personal Protective Equipment (PPE) frequent and stringent hand washing protocols. 
Ongoing modified operations and services
  • Parking protocols including alternating vehicles to different sides of the parking lot upon arrival.
  • Reduced ticket availability to control daily visitation 

We’ve modified our retail and services delivery and experience to enhance the safety and health precautions for both our guests and staff.

Below is a detailed list of changes implemented to decrease the risk of COVID-19 in the following areas:

  • Ticket Office
  • EVOLVE Retail Store
  • The Rental Shop
  • Repair Shop
Consistent physical distancing protocols
  • Signage and informative messages to be displayed in public areas to reinforce the importance of following recommendations to protect the health and safety of both guests and employees.
  • To maintain physical distancing guidelines, floor markers will be placed around the resort to indicate the correct distance guests should keep from one another.
  • Some venues and services will have one-way traffic flow. 
  • Change the layout of the area to help limit the number of interactions between customers and employees and provide an increased sense of safety to customers.
Enhanced cleaning & sanitization procedures
  • All high-touch surfaces have been identified and will be sanitized regularly throughout the day.
  • We have increased the daily frequency of cleaning and disinfection procedures in public areas and are using high-quality hospital-grade products.
  • Our staff will be using quality grade hospital disinfectant throughout our enhanced cleaning measures to ensure the highest level or precautionary cleaning can be achieved.
  • Hand sanitizer dispensers will be placed at key guest entrances and contact areas - free for all guests to use. Installation of hand sanitizer at the gloves area with a request that all customers apply sanitizer before entering and after trying on gloves.
  • Bikes will be cleaned and sanitized between users with special attention to all common touchpoints, such as stem, brakes, handlebars including grips, brake levers and shifters, crossbar and saddle.
  • Continue the practice of washing all protective armor after each use.
  • Introduce the practice of “fogging” all helmets and armor after use and leaving them overnight.
Enhanced safety & PPE measure
  • Strict hygiene protocols for resort staff will be in place including the use of Personal Protection Equipment (PPE) such as gloves and masks, as appropriate.
  • Frequent hand cleaning with an alcohol-based sanitizer or soap and water and maintaining physical distancing rules.
  • At locations where physical distancing cannot be observed, we have installed protective plexiglass barriers to protect the safety of both our guests and employees.
Ongoing modified operations and services
  • Limiting the number of shoppers in the Retail, Rentals and Repairs areas based on the Retail Council Canada guidelines, using self-governing crowd control methods at the door.
  • We reserve the right to limit the number of guests using our facilities on any given day, including the Bike Park.
  • We will limit the number of bike park day tickets sold per day. To avoid disappointment we recommend purchasing your ticket online BEFORE you come.
  • Non-essential products such as trail maps and brochures will be removed from public spaces and available online or at request to minimize potential contamination. 
  • We are reducing the need for guest-to-staff contact by increasing our online inventory and encouraging online purchases of tickets, passes and rentals. 
  • Limit practice of restocking shelves/product display arrangements during operating hours or if required close of the aisle and display signage.
  • Rental helmets will be sized using a nylon tape measure that can be sanitized to avoid customers trying multiple helmets.
  • Gloves will be sized using a glove sizing display.
  • Signage requesting that customers avoid touch items unless necessary.

 

 

FACE COVERINGS VS. FACE MASKS

A face covering will be required in lift lines, while riding chairlifts, within the village when within a 2 meter physical distance of other guests or staff, and any time you're not seated while visiting outdoor/indoor dining facilities. When indoors at SilverStar Resort facilities, guests are asked to wear a double-layered face mask that covers your nose and mouth.

Are you allowing neck gaiters/buffs?

The type of face covering a guest may wear includes a cloth neck gaiter or other type of material that completely covers a person’s mouth and nose. When indoors at SilverStar Resort facilities, guests are asked to wear a double-layered face mask that covers your nose and mouth

Are there any exemptions allowed? What if I can’t/won’t wear a face covering, such as if I’m ADA exempt?

Face coverings are required in every part of our operation without exception for all guests 3 and over. If a guest is unable or unwilling to wear a face covering, the guest will not be allowed access in order to limit the risk of COVID-19 exposure to other guests and employees. No Mask:  No lift, no service

Below is a detailed list of changes implemented to decrease the risk of COVID-19 in the following operations:

  • On mountain washrooms
  • Patrol
Consistent physical distancing protocols
  • Limited contact and social distancing when possible by the patrol team
Enhanced safety & PPE measures
  • Employees will follow strict guidelines including the use of Personal Protective Equipment ( PPE) frequent and stringent hand washing protocols. 
  • Sanitization station in the lift line maze. Recommended to give bikes a quick wipe with sanitizer while in line.
  • Full PPE for medical treatments are available to the Patrol team and guests. Guests will be required to wear a mask while in the care of the patrol team.
Ongoing modified operations and services
  • Limited on mountain patrol services for things such as mechanical problems and flat tires
  • Adjusted lightning closures to limit shuttle requirements
  • Illness and medical concerns will be treated at the discretion of the patrol team. Friends and family of injured guests will have limited access to patrol facilities.

 

Physical distancing in lift queues occurs organically due to the length of bikes and guests will notice additional spacing measures, including extended maze designs, more lateral spacing between line ups and increased signage, to further ensure a consistent flow of appropriately spaced traffic. Guests will self-group in their bubbles (cohorts) and load chairlifts with their traveling party. Lift attendants will not require guests to ride a chairlift with people they do not know. High-capacity chairlifts and closed cabin carriers may be the exception, and may be loaded in a way that allows for physical distancing.

Gondola cabins and lifts are sprayed by a third party group named Integral Services Group. They provide a periodic application of Aegis Antimicrobial coating for all surfaces on the gondola cabins and chairs. In addition, additional daily cleansing measures are in place.  For more information on the application visit here. 

Specific Lift Protocols 

Comet Chair:  Load as a bubble (cohort) up to 4. For singles a max of 3 per chair.A party of 2 may be asked to add in single but only with permission. Cohorts of 3 or 4 will have no singles added

Gondola: Load as a bubble (cohort) up to 8.  For singles a max of 3 per gondola. No singles added to cohort groups

At the lift loading areas, its assumed (and signed)  that those that enter through the singles line are consenting to be grouped and ride with others. If a single wants to ride alone, they should be entering the regular line.

To ensure we can effectively manage volume to enable appropriate physical distancing we will limit the quantity of Bike Park season passes available. After we have sold all alloted bike park passes there will be no more available for purchase.  

For the 2021 bike park season we will offering limited bike school offerings that meet/exceed the requirements of the provincial health office.

The following will be offered:

Private coaching: 4 and up

This will include small bubble private coaching lessons for up to a maximum of five members (dependent on age) of a family or social groups. There will be Park Ninjas available for 12-16 yrs olds with the following protocols in place.

Park Ninjas: Girls / Boys age 10-15

4 hour program with a minimum ability level and a maximum ratio of 1:6

Sunday Skills Clinic

A women specific clinic for those 15 plus. Maximum group of 1:5 

Learn more

We’ve modified our dining and services delivery and experience to enhance the safety and health precautions for both our guests and staff.

Below is a detailed list of changes implemented to decreased the risk of COVID-19 in the following areas:

  • Dining venues (The Red Antler and Town Hall)
  • Elevate Spa
  • Public washrooms
Consistent physical distancing protocols
  • Signage and informative messages to be displayed to reinforce the importance of following recommendations to protect the health and safety of both guests and employees.
  • Directional flow and signage.  
  • In dining venues all tables separated by 6ft - signage and staff reminding guests not to move tables or chairs.
 
Enhanced cleaning & sanitization procedures
  • Treatment rooms will be thoroughly sanitized after each client. We will be operating at a lower client capacity to allow for ample cleaning time.
  • All indoor high-traffic areas will be sanitized regularly.
  • Disinfect all touch points between guests including menus, table, door handles, service wares and payment terminals.
 
Enhanced safety & PPE measures
  • Plexiglass partitions in high contact service areas.
  • Added sanitization stations throughout our venues. Guests asked to use upon entry and exit of each venue.
  • Staff to wear non-medical grade masks.
  • Spa clients to wear a mask throughout appointment. Masks provided if client does not have own.
  • New & updated SOP’s created for enhanced cleaning, chemical use & service etiquette.

 

Ongoing modified operations and services
  • We are encouraging TAP to pay whenever possible.
  • Changes to capacity for venues and amenities. 
  • Increased restrictions to patronage, including visitors or staff with symptoms.
  • Maintaining a visitor log to fulfill our duty around contact tracing
  • Changes to traditional serving process 
  • Reduced indoor seating capacity in dining venues. Extended outdoor seating areas.
  • No more than six people to a table in dining venues.
  • No bar seating at dining venues.
  • Spa appointments by booking only (no walk-ins) with new client intake forms prior to treatment. Upon booking, Client intake forms will be sent via email or text for clients to securely fill out and submit prior to receiving their treatment
  • Recommended scheduling multiple spa treatments consecutively on the same day to into one appointment, to accommodate longer appointments with fewer clients per day.

Updated 29 March 2021 - Indoor dining suspended as of midnight March 29th, due to the new Provincial guidelines. Effective as of opening March 30th:

  • The Red Antler will be open for outdoor dining and for takeaway
  • Bugaboos will be open for outdoor dining and takeaway
  • The Bulldog Grand Cafe will be open for takeaway
  • For other establishment's changes please contact them directly, and support where you can. 

  Learn more about the PHO's

Below is a detailed list of changes implemented to decrease the risk of COVID-19 in the following areas:

  • Lodge in accomodation (hotels)
  • Lodge out accomodation (camping)
 
Consistent physical distancing protocols
  • Social distancing measures including floor decals and signage.
  • Encourage self-contained units for camping.
  • Limited camp ground attendant interaction.
Enhanced cleaning & sanitization procedures
  • Enhanced sanitization in the lobby as well as disinfecting throughout common areas every 2-4 hours for the safety of everyone.
  • All high touch areas will be frequently sanitized with hospital grade disinfectant.
  • Enhanced and thorough cleaning protocols will be implemented in guest rooms.
  • Post "rest period" all linens and touch points will be thoroughly cleaned and disinfected with products aimed at eliminating COVID-19.
  • Each room will be treated with an ULV disinfectant fogger to reinforce our cleanliness standards and eliminate any traces of COVID-19.
  • All our vacuums are equipped with a HEPA filtration system that captures 99.9% of airborne particles.
Enhanced safety & PPE measure
  • Plexiglass partition at the front desk and the removal of all lobby brochures, magazines and papers.
  • Sanitization stations installed throughout the hotel and campground for your personal use.
  • Employees will follow strict guidelines including the use of Personal Protective Equipment (PPE) as well as frequent and stringent hand washing protocols. Housekeepers/laundry team members will wear both gloves and a mask.
Ongoing modified operations and services
  • New protocols to minimize guest contact with employees through streamlined check in and out procedures.
  • Guest rooms will not be entered for 24 hours after check out.
  • In room housekeeping services will not be offered during your stay, but items can be requested from the front desk during operational hours.
  • NATC showers not available. Washrooms will be available in NATC and Town Hall 
  • Outhouses are available at camping ground and regularly disinfected.

We are committed to doing what we can to maintain our operations in ways that responsibly take into consideration the needs of our staff as well as guests. 

We have implemented a number of changes as precautions for our staff's health and safety including the following:

  • Daily health checks for staff
  • WHMIS training for all staff
  • Management has been trained on monitoring workers and the workplace to ensure policies and procedures are being followed
  • Increase in paid sick days
  • Alternating shift start and break times
  • PPE equipment – including masks, sanitizer
  • Changes to workspace layout and amenities

 

Covid-19 Updates Stay updated

For any updates or changes to Provincial guidelines regarding COVID-19 please refer to the latest health announcements. 

Contact us Need Help?

Contact our friendly staff on 1-800-663-4431 or 250-558-6083 or email your enquiry to [email protected]