FAQs

Apartment access information/check-in details will be emailed* to you once the apartment is ready to enter on your arrival day, using the email address provided on your reservation. We are unable to send out these details if you have not returned your completed registration form (emailed to you one week prior to your arrival) or secured a bond/pre-authorisation payment.

Our team works closely with housekeeping staff to ensure the apartment is clean and ready for your arrival with guaranteed check-in from 4pm. Please regularly check your emails throughout your arrival day for the apartment check-in details.

*Buller Holidays Apartments email correspondence can at times filter to your junk/spam email folder – please check there if you do not see our emails in your main inbox.

Within 24 hours of making your reservation, you will receive a confirmation email. If you have booked through AirBnB, you will receive a message through the platform with a request for your email address as we need to manually add this to your reservation.

One week prior to your arrival, our team will email* you with pre-arrival information for the apartment including a link to complete an online registration form and if required, provide credit card details through an online secure capture. It is very important to carefully read through all information provided in this email as well as the document attached to it.

After you have completed your registration form, we will receive an email copy and update your reservation with any new information, specifically your Estimated Time of Arrival – provide this as accurately as possible. If any details change prior to you arriving, please inform us by sending through an email.

Bonds/pre-authorisation transactions will be made up to 48 hours prior to your arrival. If we are unable to secure the bond, we will contact you promptly.

On your day of arrival, provided your registration form has been completed and bond secured (if applicable), our team will email* you with the apartment access information/check-in details by 4pm. Please regularly check your emails throughout your arrival day for the apartment check-in details.

*Buller Holidays Apartments email correspondence can at times filter to your junk/spam email folder – please check there if you do not see our emails in your main inbox.

There are no secure luggage store facilities at our apartment properties. If you plan on arriving to the mountain earlier than the guaranteed check-in time of 4pm or intend on staying past the departure time of 10am, there is a luggage storeroom available 24 hours a day at the Mt Buller Chalet Hotel & Suites on 5 Summit Road.

Upon arriving at the Chalet Hotel & Suites building, walk up the staircase from the roadside and enter the level 2 foyer to Reception where the friendly staff will show you to the storeroom. If required, there are public bathrooms within the building that can be used for changing or freshening up. We ask that you please refrain from using the luggage storeroom as a change room or to put on any gear as it can quickly become crowded with other guests needing to store items.

Once the apartment is ready for check-in at 4pm, you will need to either walk with your luggage to the apartment location or book and pay for a second transfer. Note: the free Village Shuttle Bus Loops do not carry luggage onboard.

For Enzian Hotel & Apartment bookings, you may store your items at the property location in an unsupervised luggage storeroom – this is at your own risk.

Most of the Buller Holidays Apartments provide free Wi-Fi for guests. The connection details will be sent to you in the apartment access information/check-in details email on your arrival day as well as shown in the physical compendium within the apartment (usually on the back page).

For the handful of apartments that DO NOT provide Wi-Fi, this will be stated on the apartment listing as well as the apartment access information/check-in details email and in the compendium. If you do require Wi-Fi during your stay, please carefully read through the apartment listing to confirm before you make a booking.

Due to our remote location and unpredictable weather conditions, Wi-Fi can at times be heavily impacted by the following factors: poor weather (rain and snowstorms), peak guest usage times/busy mountain periods and scheduled/unscheduled maintenance to provider towers/NBN lines. We appreciate your patience and understanding during these times.

During the Winter Season, there is restricted/permit parking within the Mt Buller Village and no parking available at apartment locations for visiting guests*. Please see the parking options below.

1. Book an overnight car space (2-4km below the Mt Buller Village) as well as a transfer/Ride Share Taxi to transport you from the overnight car park to your accommodation. *It is best to book a return transfer in advance for your departure*
2. Book a car space in the Kooroora VIP Undercover Car Park located in the Village. Your vehicle must meet several STRICT requirements laid out by the Mt Buller Resort Management. *For guests who have booked a Kooroora or Kooroora West Apartment, this parking option is underneath the apartment complexes/on the property location – you must still meet the vehicle requirements.

Both parking options can be viewed and booked via the Mt Buller website – click here.

All vehicles are required to carry snow chains when visiting Mt Buller during winter months.

Mt Buller is just 248kms north-east of Melbourne via Mansfield. In three hours, you can be out of the city and up in the mountains! There are a few different routes you can take from Melbourne:

• Plenty Rd via Whittlesea and Yea
• Via the Hume Hwy to Tallarook and Yea
• Via the Maroondah Hwy to Yarra Glen and Yea

From Yea, follow B300 (Maroondah Hwy) to Mansfield, then C320 (Mt Buller Road) up to Mt Buller. Please be aware that wildlife is often seen on the Mt Buller Road, between Mansfield and Mt Buller. Kangaroos, wallabies, deer, wombats and other animals can be on and around the road. Drive with care, especially between dusk and dawn.

To access Mt Buller with your vehicle, you will be required to purchase overnight parking (generally includes resort entry) and a Ride Share Taxi/Private Transfer. Upon arriving at the Parking Attendant booth, you will be directed to an overnight car park and Ride Share (if booking this service) will be notified to come and collect you (wait times can vary). If you have booked a private transfer, please follow their arrival instructions once parked. Book Now!

For guests who have booked VIP Kooroora Undercover Parking, you will need to have your dash pass/permit printed and displayed on your vehicle dash (emailed to you 3-4 days prior to your arrival date). Show this to the Parking Attendant when you arrive at 4pm and they will allow you to drive through into the Village. If you arrive prior to 4pm, you may be required to book and pay for a day car park (if available) before being able to enter the Village at 4pm. Please call ahead to confirm with our team on early access.

Regular buses run to Mt Buller during the Winter season. Various coach/transport services can be explored via the ‘How to Get Here’ section on the Mt Buller website. If you need further information, please contact the transport provider directly.

It is highly recommended you book parking and Ride Share Taxi/Private Transfer or Bus/Coach services online prior to your arrival to secure your spot and preferred transfer times. For more detailed information on transport services, including the free Intra-Village Shuttles – click here.

If you experience any issues or require changes with your transfer company, please contact them directly. Expect delays during peak mountain visitation periods.

All details on the apartment location, images of apartment building and other information about finding and entering your apartment will be provided in the pre-arrival information email (sent one week prior to arrival) and the apartment access information/check-in details email (sent on your arrival day by 4pm). Please carefully read through all correspondence to avoid missing important details.

Many apartments have a ski storage area which may be an external locker, room/area within the apartment or designated area in the building. We will provide this information, including any codes/keys required within the apartment access information/check-in details email on your arrival day as well the physical compendium within the apartment (usually on the back page).

Yes, diamond pattern wheel chains must be carried in vehicles visiting Mt Buller for the entirety of the declared snow season – typically from King’s Birthday weekend in June to the first weekend of October each year.

Depending on the conditions and safety requirements on your day of arrival, you may need to fit your chains from Mirimbah/Resort Entry Gates onwards. Please pay attention to signs along the drive from Mansfield to Mirimbah, officers at the Entry Gate or check online via the Mt Buller website for notification / instruction that chains will be required. Only fit chains on your vehicle when directed by a resort management officer or road signage at designated chain fitting bays.

You can purchase and carry your own chains prior to arriving or hire chains from one of the many outlets along the way to Mt Buller from Mansfield. For more information and outlet locations, click here.

We are generally unable to provide early check-in or late checkout to guests due to the high demand for cleaning and the busy schedule of our housekeeping team. We work together as quickly as possible to facilitate any requests we receive however, it is not always possible.

You are more than welcome to enquire about an early check-in or late checkout for your apartment stay at Mt Buller by contacting the Buller Holidays Apartments team as far in advance to your arrival/departure. If it is too early for us to determine at the time of contact, we will advise you closer to your arrival/departure.

We kindly ask that guests treat our staff with respect at all times.

All your snow trip essentials can be viewed and purchased on the Mt Buller website prior to arriving to the mountain (recommended) or in store when you arrive.

There are many other activities for those who do not ski/snowboard including tobogganing, National Alpine Museum, Sightseeing Chairlift, Cinema and Buller Air Zone.

Follow the links below to view more information including availability, pricing and more.

Lift Passes

Season Memberships

Group Lessons – Ski/Snowboard

Private Lessons – Ski/Snowboard

Rental & Retail

Activities

Yes, the small but well stocked Buller Grocer is open 7 days a week during the declared snow season with opening times varying on certain days/weeks. It is located at the base of the Bourke Street ski run on Athlete’s Walk and has a range of fresh, frozen and pantry goods as well as a liquor section.

There are also grocery delivery options from Mansfield Foodworks (through Buller Grocer) or IGA (external courier) where you order online – delivery fee applies and location must be specified.

For a full list of cafes, bars and restaurants on the mountain, click here.

While snow conditions will depend on the weather, there is a Snow Guarantee provided by Buller Ski Lifts on prepaid accommodation (all Buller Holidays Apartments participate), lift tickets, rentals, lesson packages or toboggan park tickets, if there is insufficient snow coverage. This money-back guarantee provides peace of mind and confidence when booking in advance.

To read the specific Snow Guarantee Terms, Conditions and Exclusions, click here.

Unfortunately, not all of the apartments contain a hairdryer, and it is at the discretion of the apartment owner to supply this. We do our best to ensure this amenity is shown on the apartment listing if available – if it is not shown, please reach out to our team to confirm prior to your arrival.

For any non-urgent matters, please email the Buller Holidays Apartments team. Our winter office hours are generally 9:00am to 5:00pm, 7 days a week. If you contact us outside of these hours, please do not expect a response until the following day.

For urgent matters during office hours, please call Buller Holidays Apartments immediately to explain the issue so we can quicky work on a resolution. If you are experiencing an urgent matter outside of office hours, please call the after-hours emergency number provided in your apartment access information/check-in details email or on the physical compendium in the apartment. We aim to resolve all matters in a timely manner with resources available.

If you have still not been able to find the answer to your question, please browse and search the Mt Buller website, see additional information items below or email our friendly team – apartments@bullerholidays.com.au.