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Winter 2020/21

Operations Update

January 13th, 2021

As per the updated government restrictions, our cross country, snowshoeing and fat biking trails are able to remain open during the province-wide shutdown and stay-at-home order. We will continue to follow all guidelines set forth by the Government of Ontario and the Simcoe Muskoka District Health Unit.

Contact tracing and COVID screening are in effect. Face coverings are required at the trailhead and out on the trails if unable to maintain 6ft from those not in your household.
 
The cross country chalet building remains closed. Heated outdoor washrooms are available and a food truck is open Wednesday to Sunday from 11am – 4pm. Trail conditions are updated on our website daily.
 
All other resort operations will remain closed until government restrictions allow us to reopen.

Previous Updates

Dear Valued Horseshoe Resort Guests,

On Monday December 21st, 2020 the Premier of Ontario announced a 28 day province-wide shutdown that will impact the resort’s current operations. The new restrictions will see all non-essential businesses close for four weeks as of 12:01am on Saturday December 26th, 2020. Please visit www.ontario.ca for more information.

Thank you for your patience as our team has been working hard to determine how to move forward during this difficult time. The ski hill is not the only area of operation affected by the recent shutdown news and as such, careful consideration has been needed in order to make the best decisions for our guests, team members and local community.

Horseshoe Resort will continue to operate under regular business hours until the shutdown begins. The ski hill will close at 9:00pm on Friday December 25th, as will our Food and Beverage outlets. Guests staying at the Inn or in our Slopeside and Copeland House condo buildings will need to check out by 11:00am on Saturday December 26th, 2020.

Under the new shutdown restrictions, the Cross Country Centre is able to remain open daily from 9:00am – 4:30pm for cross country skiing, fat biking and snowshoeing. Please note that under the current restrictions, we are not permitted to offer rental equipment. A food truck is set up beside the building, offering poutine, chili, sausage on a bun and hot chocolate and is open Wednesday – Sunday from 11am – 4pm.

All other resort operations will be suspended until government restrictions allow us to re-open the ski hill.

Season Passes
As per our Season Pass Terms and Conditions, 2020-2021 Season Passes that have not been picked up can be deferred to the 2021-2022 season. If you have picked up your 2020-2021 Season Pass, you will receive a prorated credit towards a 2021-2022 Season Pass. The credit amount will be determined at the end of the season, as the number of days that the ski hill is closed due to COVID-19 will be taken into consideration.

Pre-purchased Lift Tickets
Pre-purchased lift tickets that fall within the shutdown period can be changed to another date during the 2020-2021 ski season by filling out a lift ticket deferral form.

Private Lessons
Refunds will be issued for private lessons booked during the shutdown period. Our Guest Services Team has been reaching out to guests directly to facilitate this process.

8 Week Ski & Snowboard Programs
8 Week Ski & Snowboard Programs will now begin the week of January 23rd, 2021.

Hotel and Condo Accommodations
Refunds or credits will be issued to guests who have booked accommodation during the shutdown period. Please allow our Reservations team to reach out to you directly.

We ask for your continued patience and understanding as we are currently experiencing a high volume of calls, emails and social media inquiries. Every effort will be made to respond in a timely manner. We are hopeful that we will be able to resume resort operations on Saturday January 23rd, 2021 and we will continue to do our best to adapt as the situation evolves.

Thank you to all of our guests and team members for a great start to the 2020-2021 winter season. We appreciate all of the support and look forward to welcoming you back to the resort as soon as possible.

Best wishes for a safe and healthy 2021!

Sincerely,

Jonathan Reid
Vice President – Ski Resorts

Red-Control zone restrictions in effect as of Monday December 14th

Under the Red-Control zone, the ski hill can remain open without any changes to current operations. Upon opening for the 2020-21 season today, new policies and procedures were put in place to ensure the health, safety and wellbeing of our guests, team members and local community. We are committed to taking all of the necessary precautions and will continue to follow the guidelines set forth by the Ontario government and the Simcoe Muskoka District Health Unit.

Our hotel and condo accommodations are recognized as an essential service and we will continue to welcome guests while following all of the recommended safety measures and guidelines.

Food and Beverage outlets are also able to remain open with a maximum of ten people indoors. For the time being, indoor dining has been suspended at the resort, effective Monday December 14th, 2020. Our Food and Beverage team has an extensive take out and room delivery service in place and the outdoor patio will continue to operate with grab and go food options available from three different outlets.

We would like to thank all of our guests and team members for their help in adapting to the ever changing landscape and we look forward to a safe and healthy winter season.


While it is impossible to predict what’s to come in the days, weeks and months ahead, one thing is for certain–we are all looking forward to getting back out on the slopes, trails and tubing hill!

The 2020/21 season will look a little different than what we are used to, but after successfully adjusting our summer operations, we are confident that we will be able to deliver a safe and enjoyable winter experience for all. 

Here are a few of the changes you can expect:

  • Face coverings will be required in all buildings on resort property, as well as in chairlift/magic carpet lines and while riding chairlifts/magic carpets. It is strongly recommended that guests also keep their face covered while on hill and while walking around the resort property.
  • Physical distancing measures will be in effect in all areas of the resort (indoors and outdoors).
  • Enhanced cleaning and sanitization practices are in place resort-wide.
  • Frequent disinfecting of high touch point areas.
  • Hand sanitizer stations are available at all entrances.
  • In an effort to reduce on hill capacity, a limited number of lift tickets will be available each day. Priority access will be given to season pass holders, 8 week ski & snowboard participants, ski & stay guests and advanced lift ticket purchasers. It is strongly recommended that guests purchase lift tickets in advance, as walk-up/day-of lift ticket purchases are not guaranteed.
  • Chalet access will be restricted; first come, first served. Lift ticket kiosks and ticket desks will be available outside for those who do not require alpine rentals or lessons.
  • Change rooms and lockers will not be available this season; guests will be required to arrive at the resort in their gear and will need to leave personal belongings in their vehicles.

Ski industry leaders from across North America have established the Ski Well, Be Well best operating practices, according to scientific guidelines put forth by infectious disease experts, public health authorities and the World Health Organization. Horseshoe Resort is committed to implementing the Ski Well, Be Well best practices in addition to our own policies and procedures.

Due to the nature of the pandemic, policies and procedures are subject to change. We will continue to follow the guidelines and recommendations set forth by the Ontario government and public health officials. 

We hope that everyone is staying safe and we look forward to seeing you out on the slopes for the 2020/21 season.


COVID-19 Policies & Procedures

  • As per the Simcoe Muskoka District Health Unit, the public is required to wear a face covering (ie. non-medical mask) when entering the indoor premises of businesses and organizations starting Monday July 13th, 2020. As such, face coverings will now be mandatory for guests and Horseshoe team members in all buildings on the resort property. Children under the age of 2 or those under 5 who cannot be persuaded, are not required to wear a face covering, as well as individuals whose health or ability, or cultural or religious reasons would prevent them from doing so. 
  • Enhanced cleaning and sanitization practices are in place resort-wide, with frequent disinfecting of high touch point areas
  • Hand sanitizer stations are available at all guest and employee entrances
  • Physical distancing measures are in effect in all areas of the resort, for both guests and team members
  • Some of our team members will be wearing face masks and gloves, depending on their role

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • Physical distancing markers can be found on the floor in the Front Desk area and plexiglass is present at the Front Desk.
  • The Front Desk is still available 24/7 for all guest inquiries.
  • Elevator occupancy is limited to one person or a single family staying in the same hotel room or condo unit.
  • We have updated all of our cleaning and sanitization policies, based on industry standards and public health recommendations. High touch point areas such as remotes, light switches, door handles, telephones, bathroom handles and faucets and desk and counter surfaces will receive frequent disinfecting.
  • Stayover service will not be provided in order to protect guests and housekeeping staff. Additional towels and linen can be requested by calling the Front Desk and items will be delivered to the room.
  • All housekeeping staff will be equipped with gloves and a face mask.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

INDOOR POOL & HOT TUB

  • The pool and hot tub are open daily from 8:00am - 9:00pm
  • Maximum of 10 guests allowed in the indoor pool area at one time
  • Maximum of 4 guests allowed in the hot tub at one time
  • Guests must book a swimming/hot tub time slot; please visit the Pool and Fitness Centre page to book 
  • Each time slot is one hour
  • After each time slot, the pool deck, change rooms, showers, benches, towel racks, counters, chairs and tables will be cleaned and disinfected

FITNESS CENTRE

  • Open daily from 9am - 7pm
  • Maximum of 10 guests allowed in the gym at one time
  • Guests must book a gym time slot; please visit the Pool and Fitness Centre page to book 
  • Guests are required to sign in AND sign out at the Front Desk
  • Each time slot is 45 minutes, followed by 15 minutes to clean the gym
  • Weights, machines, benches and floor space must be thoroughly disinfected after use
  • Face coverings must be worn in change rooms and in the lobby/hallway leading to the gym; Face coverings are not required while working out
  • Guests must maintain physical distancing of at least 2m in the gym and in the change rooms

**THE CRAZY HORSE IS OPEN FOR TAKE-OUT WEDNESDAY TO THURSDAY FROM 4PM - 7PM. A FOOD TRUCK IS AT THE CROSS COUNTRY CENTRE AND IS OPEN WEDNESDAY TO SUNDAY FROM 11AM - 4PM. ALL OTHER FOOD AND BEVERAGE OUTLETS ARE CLOSED FOR THE PROVINCE-WIDE SHUTDOWN AND STAY-AT-HOME ORDER.**

Our culinary team has taken incredible measures to ensure your food and drinks are as safe as they are delicious! 

  • All of our chefs and cooks have their safe food handler certification.
  • All kitchen staff will be gloved and masked during food preparation, while adhering to physical distancing guidelines.
  • Extra care will be taken in regards to sanitizing high contact points such as fridge door handles, cooler door handles, table tops and kitchen utensils.
  • Crazy Horse Sports Bar & Grill is open daily for take out and room delivery.
  • As of Friday December 18th, Eleven01 Taphouse + Kitchen will be open daily for take out and room delivery.
  • Grab and Go breakfast and lunch items are available daily at the Shoe Brew.
  • The Tiki Hut, located on the après patio, is open daily during the winter, serving beverages take out from the Crazy Horse menu.
  • **NEW** We’ve added a poutine truck and soup shack to the après patio for the winter season.
  • The Alpine Cafeteria is closed until further notice.
  • Debit or credit card payment is strongly recommended.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

Here are a few of the changes you can expect:

  • Face coverings will be required in all buildings on resort property, as well as in chairlift/magic carpet lines and while riding chairlifts/magic carpets. It is strongly recommended that guests also keep their face covered while on hill and while walking around the resort property.
  • Physical distancing measures will be in effect in all areas of the resort (indoors and outdoors).
  • There will be Same Household and Single Rider lines at each chairlift. Those from the same household will be able to ride the chairlifts together. Single riders will ride the chairlifts alone, with the exception of the high speed 6 person chairlift, which can accommodate two single riders, one on each end, with 6ft between them. 
  • Enhanced cleaning and sanitization practices are in place resort-wide.
  • Frequent disinfecting of high touch point areas.
  • Hand sanitizer stations are available at all entrances.
  • In an effort to reduce on hill capacity, a limited number of lift tickets will be available each day.
  • Priority access will be given to season pass holders, 8 week ski & snowboard participants, ski & stay guests and advanced lift ticket purchasers. It is strongly recommended that guests purchase lift tickets in advance, as walk-up/day-of lift ticket purchases are not guaranteed.
  • Chalet access will be restricted; first come, first served. Lift ticket kiosks and ticket desks will be available outside for those who do not require rentals or lessons.
  • Change rooms and lockers will not be available this season; guests will be required to arrive at the resort in their gear and will need to leave personal belongings in their vehicles. Please dress for the weather and be prepared to spend more time outside this winter.
  • Heated outdoor washroom trailers will be onsite.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • Chalet access will be restricted; first come, first served. Lift ticket kiosks and ticket desks will be available outside for those who do not require rentals or lessons.
  • If lessons and/or rental equipment are required, guests will be able to access the building at limited capacity and will be directed to the appropriate area by a Horseshoe team member.
  • Face coverings will be required at all times.
  • Physical distancing measures will be in effect for both guests and team members.
  • Physical distancing markers will be on the floor in the building and plexiglass will be present at the Guest Services desks.
  • Enhanced cleaning and sanitization practices will in place, with frequent disinfecting of high touch point areas.
  • Hand sanitizer stations will be available at all entrances.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • A limited number of guests will be allowed in the rentals area at one time.
  • Physical distancing measures will be in effect and face coverings will be required at all times.
  • Rentals team members will be required to wear face coverings and will take extra precautions when interacting with guests and rental equipment.
  • This season, our regular rentals room will only house boots, helmets and poles in order to allow for ample physical distancing and a better process flow.
  • Heated shipping containers will be located outside of the rentals area and will house skis and snowboards. Guests will be directed to the shipping containers after they have picked up their boots, helmet and poles inside.
  • All equipment will be thoroughly sanitized between each use.
  • Designated drop-off areas will be available for guests to leave their rental equipment when they are done for the day.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • Students are required to complete a COVID-19 screening prior to the start of each lesson. Students and instructors are asked to stay home if they are not feeling well, are experiencing COVID-19 symptoms or have come into contact with someone who has tested positive for COVID-19.
  • Face coverings and gloves are mandatory for students and snow school instructors at all times.
  • Physical distancing measures will be in effect.
  • Discover Lessons are unavailable until further notice.
  • Private Lessons: For ages 3 - 9 years old, a parent/guardian must be present to assist on hill and on the chairlift.
  • Class sizes will be smaller in order to ensure adequate physical distancing.
  • Chalet access will be limited; please ensure that your child is dressed appropriately for the weather upon arrival.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • Pre-booking required. Online booking system coming soon!
  • Face coverings are mandatory in line and on the magic carpet.
  • Physical distancing measures will be in place in line, on the magic carpet and at the top of the tubing hill.
  • Guests and Horseshoe team members will need to be wearing gloves when handling the tubes.
  • Tubes will be disinfected between each use.
  • Guests will be required to arrive at the resort in their gear and will need to leave personal belongings in their vehicles. Please dress for the weather and be prepared to spend more time outside this winter.

UNDER THE CURRENT SHUTDOWN RESTRICTIONS, THE CROSS COUNTRY, SNOWSHOEING AND FAT BIKING TRAILS ARE PERMITTED TO BE OPEN. 

  • Under the current restrictions, access to the chalet building is not permitted; please visit the outdoor ticket hut or kiosk to purchase a trail pass or to scan the QR code from your online purchase.
  • In an effort to reduce capacity, a limited number of trail passes will be available each day. It is strongly recommended that guests purchase trail passes in advance, as walk-up/day-of trail pass availability is not guaranteed.
  • Guests will be required to arrive at the resort in their gear and will need to leave personal belongings in their vehicles. Please dress for the weather and be prepared to spend more time outside this winter.
  • Heated outdoor washrooms are available beside the chalet.
  • Gatherings are not permitted; please maintain a distance of 6ft from anyone outside of your household.
  • Physical distancing measures are in effect for both guests and team members.
  • Face coverings required.
  • Curbside waxing is available for cross country skis.
  •  

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

  • Pre-booking required. Online booking system coming soon!
  • In order to maintain physical distancing, the skating rink will operate at a limited capacity.
  • Guests will need to book a skating time slot.

**CURRENTLY CLOSED FOR THE PROVINCE-WIDE SHUTDOWN**

Appointments must be booked in advance; walk-ins are not permitted at this time

To ensure the safety and well-being of our guests and team members, we have implemented the following safety standards and protocols with the guidance of the College of Massage Therapy (CMTO) and Ontario’s Ministry of Health.


Overall Measures

  • Increased disinfection protocols have been put in place to ensure that all high touch surfaces, tables, light switches, door handles and floors are all wiped and cleaned on a regular basis
  • Guests must book ahead by phone or email; walk-ins are not permitted at this time
  • Appointment times will be staggered
  • Clients are not permitted to lounge in the area before or after the treatment 
  • Both team members and guests are asked to wear a mask
  • Hand hygiene is required upon entering and leaving the Spa
  • Tea, water and magazines have all been removed from the spa reception space
  • Select services will not be available for the time being
  • Last minute cancellation penalties will be waived (except for no-show)

Prior to Arrival

  • We will be calling all guests who are visiting our facility to determine if they’ve traveled recently, have any symptoms that would indicate that they are unwell, or if they have had recent contact with anyone who has been unwell
  • For Amba team members, there is a zero-symptom allowed policy; our team members are asked to stay home if they are showing any signs of illness
  • If you develop any symptoms prior to arriving, please arrange to reschedule your appointment 

Upon Arrival

  • Guests will be screened before treatment to ensure that there are no COVID-19 symptoms
  • If you develop any symptoms prior to arriving, please arrange to reschedule and the cancellation fee will be waived.
    • Symptoms include any of the following: Fever, chills, cough, shortness of breath, sore throat/painful swallowing, loss of sense of smell, excessive fatigue, stuffy, runny nose, headaches or muscle aches not related to an injury, that presents like flu-like symptoms. If any of these symptoms are present, the client cannot be treated
  • We ask you to please arrive alone and 10 minutes prior to your treatment
  • Hotel guests are required to leave their coats/belongings in their hotel room
  • Hand hygiene is required upon entering the Spa

Upon Treatment Completion

  • Hand hygiene is required before leaving the Spa
  • Clients are not permitted to lounge in the area after treatment