Frequently Asked Questions

Who provides all the services?

We partner with a network of top local service providers that meet our high customer service standards. All or our vendors are insured and licensed and must have a positive track record doing business in the Vail Valley.  Once a request is made, we will do our best to inform you ahead of time of the actual company and/or contact (where applicable) who will be providing the service. In some instances, Mountain Resort Concierge (MRC) may be the actual vendor actually performing the service.

What method of payment do you accept?

We accept Visa, MasterCard, American Express, PayPal, Venmo, Cash and Money Orders.  For all pre-arrival services, we request that we receive payment at least two weeks ahead of time. Some additional requests may require a deposit or a major credit card prior to execution. (Please reference your contract for specific payment details.) Most requests, whenever possible, will be invoiced prior to payment.

What are your hours?

Our published operational hours are Monday – Saturday 8AM – 6PM MST and Sundays 8AM – 8PM MST. However, given the nature of our business, we will make ourselves available after hours when necessary, especially for emergencies or urgent requests. On-call service is available for an additional charge. We also request at least 24-hour notice on most ala carte services. (Activity booking such as snowmobiling, dog sledding, backcountry skiing, ATV/Jeep tours, rafting, etc, require at least one week notice to reserve and book.)

What is your policy on deliveries during inclement weather?

All grocery orders must be submitted 72 hours in advance. Exceptions may be made depending on scope of work and timing. With regard to groceries, we reserve the right to substitute orders from other locations on days when driving conditions are considered hazardous or road closures are in effect.

Do you offer gift certificates?

Yes. Please contact us for more information. We are always open to customizing a specific gift package based on your needs.

How early do we need to book?

We require a two-week lead time for most major bookings that involve more than 3 major requests, especially to secure reservations, ski equipment, and other activities. In some instances, such as groceries or ala carte services, we require a 72-hour notice. If you need something urgent that is last minute, please do not hesitate to contact us. We cannot guarantee that all last minute requests will be accepted but we will do our best to accommodate.

What is your cancellation policy?

We require a 15-day notice of cancellation prior to your arrival date. Anything within this date is subject to a fee. In addition, MRC shall be reimbursed for any non-cancellable obligations or penalties, including any and all costs already incurred on behalf of the client. (See contract for further details.)

Do you require a deposit?

Yes. For most instances, you will be invoiced within two weeks of your arrival. Please see contract for further details.

Do I have to sign a contract?

Yes. Just like booking a hotel or rental car, we are a fee-based service. Therefore, we do require our clients to agree to our basic services agreement and terms. Each client will receive our standard policy as well as a custom schedule attached that includes a list of their specific service requests. This contract becomes effective upon signing and is then terminated 24 hours after your departure.

Notice About Alcohol/Liquor Delivery

All Alcohol/Liquor requests must be made in writing via our order form prior to arrival. Please be as specific as possible when indicating your preferences, including any and all potential substitutes. In the United States, you must 21 years of age with a valid government issued ID to purchase alcohol. Prior to any delivery, the individual purchaser MUST be present to receive the alcohol and show their ID to our delivery person. All of our drivers will use their best discretion and reserve the right to REFUSE delivery to anyone they deem underage or already intoxicated. If this happens to be the case, you will be refunded the amount of the delivery and the alcohol will be returned to the store.

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