Back to customer care center

How to start

  • What does it mean to reserve an excursion?

    The excursion reservation service lets you choose a specific excursion among all those available for each specific location.

    The excursion refers to an activity (for example: climbing), it takes place in a specific location (for example: Tre Cime di Lavaredo), it has a predetermined itinerary (for example: Spigolo Giallo route) and defined characteristics (difficulty, duration, number of participants, ...)

    Powrock offers you two typologies of excursion:

    1. Individual excursions, led by a dedicated mountain guide. The reservation can be made for a number of participants that is no greater than the maximum number allowed. You can choose the date you prefer for the excursion, subject to the availability of a guide. The price shown is per excursion, independently of the number of participants.
    2. Group excursions, led by a shared mountain guide. The reservation may be made for a number of participants that is no greater than the number of remaining openings on the chosen dates. You may choose to reserve any date among those available. The price shown is per person.

    All the excursions proposed here, whether individual or group, are led by a mountain guide, certified and registered with the Albo delle Guide Alpine, the association of mountain guides.

  • What is meant by individual excursion and group excursion?

    Individual excursions are led by a dedicated mountain guide. These are exclusive experiences, which may be taken alone, with family or with friends. They are called individual because they must be reserved in a single reservation session for a number of participants that is no greater than the maximum number allowed. The price shown is for the excursion, independently of the number of participants.

    Group excursions are led by a shared mountain guide. These are experiences shared with other mountain lovers who reserve the same excursion (at different times in different reservation sessions), that you can take alone, with your family or with friends. The reservation may be made for a number of participants that is no greater than the remaining openings available on the chosen date, at the time of reservation. The price shown on the excursion presentation page is per person.

  • What does it mean to reserve a mountain guide?

    The mountain guide reservation service lets you reserve a guide in a specific location, for a specific activity that will take place in the area you wish to visit.

    The service is dedicated to those who are interested in an activity (for example: ski mountaineering, mountain climbing, trekking, ...) but don't know what excursion to take or simply want to have a guide to help choose and lead them along a route. Your guide will advise you and guide you on a "personalized" excursion, tailored to your desires and to your level of mountain experience and training. The reservation is individual for a dedicated mountain guide.

    The reservation can be made for a number of participants no greater than the maximum number allowed. Subject to availability, you are free to choose the date you prefer to take the excursion. The price shown is for one day with the guide, independently of the number of participants.

  • What is meant by activity or excursion?

    Activity refers generically to the various disciplines that lie within the perimeter of a mountain guide's expertise: high altitude mountaineering, rock, ice or via ferrata climbing, snowshoeing, ski mountaineering, backcountry skiing, canyoning, trekking.

    Excursion means an activity that takes place in a specific location (for example: Tre Cime di Lavaredo), has an established itinerary (for example: Spigolo Giallo route) and defined characteristics (difficulty, duration, number of participants, ...).

  • How does the search by location work?

    The Powrock reservation system is based on the localization of the excursions and the mountain guides.

    The location search field progressively autofills, offering you the closest values as you type in the location you wish to visit.

    The values that are offered are associated with the presence/coverage of the mountain guides. Therefore if the name of a specific location is not visualized, it means that the service is not active at this time for that location.

    You could also repeat the search for a nearby location, a larger or more important tourist destination, where you will surely find an answer to your needs. In any case, we invite you to search by destination, using the names of towns or more recognizable tourist locations.

    You can also search for values such as the province, the valleys (for example: Alta Badia), the ski areas (for example: Dolomiti Superski), the mountain ranges and the mountains (for example: Dolomiti – Tre Cime di Lavaredo), the natural parks (for example: Stelvio National Park), ...: the system will give you all the locations associated with these values and you will be able to choose the one you prefer for your next mountain experience.

  • What level of mountaineering training and experience is required?

    The Powrock catalogue covers all needs and different levels of training and experience, from the novice who is just starting out and wants to learn or simply to try a mountaineering experience, to the expert who seeks out a guide as a worthy companion with whom to share an adventure.

    Look in the catalogue of excursions available in the location that interests you, to find the one that is right for you. On every presentation page, you can check the level of experience that is required and the relative technical difficulty of the excursion. To make your search easier, select the option "level of activity" among the search filters and choose one of the three possibilities: basic, medium, advanced.

    If you would rather let your mountain guide choose for you, reserve a day with the guide in the location that interests you, for the activity you are interested in. He will be the one to assess your level of training and experience and to guide you in a "personalised" excursion, along a route that is tailored to your capabilities.

    Please note: for the latter type of experience (personalised excursion), the excursions are limited to those with a parameter/grade of difficulty that corresponds to a basic, medium or medium/advanced level of training. If you wish to reserve a guide for an activity at the advanced level (high and extreme difficulty), you must make a specific request by writing to the following email address: booking@powrock.com, detailing the technical requisites of the route you would like to attempt.

  • What is the minimum age to participate in an excursion?

    The minimum age to participate in an excursion is determined by the type of activity and by the specificities and characteristics of the excursion.

    Every presentation page indicates the requirements to participate in the excursion, including the minimum age. The participant must have reached the minimum age on the day the excursion is scheduled.

    Minors under the age of 18, if unaccompanied, require a waiver from the parent or guardian of the child, that must be given to the guide before the excursion begins.

  • Is the availability real?

    The Powrock reservation service is based on the real availability of mountain guides, in the selected location.

    1. To reserve individual excursions you can check the calendar to see on what days there is at least one mountain guide available, and what days none of the guides are free.
    2. To reserve group excursions, the availability of the guides is confirmed for all the dates on the calendar.
    3. To reserve a mountain guide for a specific activity ("personalized" excursion) you can check the calendar to see on what days there is at least one mountain guide available, and what days none of the guides are free.

    Please note
    Currently all reservation services are upon request. The direct instant reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • Can I choose my mountain guide?

    If you reserve an individual or group excursion, or reserve a mountain guide directly for an activity ("personalized" excursion), you CANNOT choose your mountain guide (for example: Paolo Rossi).

    When you reserve the excursion, your reservation is matched with one of the available guides free on that day in that location. This is the only way we can guarantee to cover the widest range of open dates for the activities and excursions in our catalogue, and offer you a service that meets your needs and expectations.

    You will be given the name of your mountain guide immediately upon confirmation of your order, together with his/her contacts. You will thus have a direct line of communication with him/her if you need further information or details about your upcoming experience.

    If you have already enjoyed an experience with Powrock, in your customer profile, you will find the list of your mountain guides, you will be able to view their profile, programmes and check if they are available. You will then be able to directly reserve one of your trusted guides.

    Please note
    Currently all reservation services are upon request. The direct instant reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • How is the price of my reservation determined?

    The total price of a reservation is based on several items. The total is billed when you make payment through the instant reservation process or upon confirmation of a request for reservation.

    The total cost of the reservation may include:

    • the cost of the mountain guide's service
    • any optional accessory costs: for example, insurance, transfers
    • any costs for other services that concur to the total package sold: for example lodging, meals, transfers
    • value added tax (IVA): a tax applied to reservations by residents in the European Union, Switzerland, Norway, Iceland, South Africa and Japan (billed as JCT, Japanese Consumption Tax),
    • mandatory local taxes: any tax applied on the basis of the location of the service.

    A detailed account of costs is presented on the presentation page of every excursion.

  • What methods of payment do you accept?

    Powrock accepts all the most common secure methods of payment, depending on where your account is located.

    The following are the options for payment:

    • the major credit and prepaid credit cards (Visa, MasterCard, American Express, Discover, JCB)
    • many debit cards that can be used as credit cards
    • PayPal for some countries
    • Alipay for China only
    • Postepay for Italy only
    • Sofort Überweisung for Germany only
    • iDEAL for the Netherlands only
    • Boleto Bancário, Hipercard, Elo and Aura for Brazil only
    • PayU for India only
    • International bank transfer

    Powrock does not accept cash payments made directly to the guide and/or to other suppliers of the service you have bought through its systems. This practice is a violation of our terms of service and may lead to the cancellation of your account.

    Under no circumstance may the guide ask you to pay for the service and/or part of it and/or any extra part. Should this happen we invite you to please let us know immediately so that we may defend the quality and credibility of our service.

    Please note
    Currently all reservation services are upon request. The direct instant reservation system, based on the real availability of the guides and the direct payment, is currently being developed and will soon be online.

  • What are the requirements to make a reservation?

    Anyone can make a reservation, but you must be an adult, that is you must have reached the age of 18 at the time you make the reservation.

    To send a request or make a reservation you must provide all the data requested, so that we may provide you with a service that matches your expectations.

    We ask you for only a few mandatory pieces of information:

    • name and surname
    • e-mail address
    • telephone number
    • gender
    • date of birth
    • nation
    • address

    Your data will be used for internal purposes by Powrock, it will serve exclusively to inform you on the status of your reservation, to contact you in case of any variation or change in the programmes and for administrative purposes. If you have made a reservation, your contact information will be provided to your mountain guide so that he can manage and organize your excursion and activity.

  • How can I make a reservation?

    If you are ready for an experience with a Powrock mountain guide, you can make an instant reservation or send a request to our reservation centre.

    Our proposal offers two different typologies of reservation service:

    1. the first, based on the real availability of a mountain guide, allows you to reserve your experience instantly, and confirm it automatically at the end of the reservation and online payment process,
    2. the second, for which availability must be verified, requires you to send a request for reservation, which must be verified and confirmed by Powrock booking.

    The two reservation processes may easily be distinguished by the different reservation boxes to be found on the presentation page for each excursion, and the words on the command buttons: "Proceed" in the first case or "Send request" in the second.

    Please note:
    Currently all reservation services are upon request. The direct and immediate reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • How can I reserve an excursion upon request?

    To reserve an excursion upon request, either an individual or a group request, you must submit the request form completed in all its parts.

    In order for us to respond quickly and precisely, it is essential that you properly specify: your references, the number of participants, the date or period in which you would like to take your excursion, any requests that might differ from what is specified on the presentation page for each excursion.

    Our booking service will immediately verify your request and provide a prompt response as to the feasibility and requirements of the reservation: the characteristics of the excursion, availability of the guide and the number of participants, expiration date for the option, methods and terms of payment.

    At this point you may confirm your reservation request with payment.

    Powrock will then send you confirmation of your reservation with the receipt for payment and the presentation voucher detailing the service you have reserved, the meeting point, information for any transfers, the name of your mountain guide and his contacts.

    Powrock booking and your mountain guide will remain at your disposal for any further information about the service you have reserved.

  • How does the instant reservation process work?

    The process of instant reservation, based on the real availability of the guides, is very simple and only requires a few steps.

    All you have to do is follow the procedure starting with the reservation box on every description sheet: 

    1. in the box, from the calendar of available dates, choose the date you want among the ones that are still open and specify the number of participants for which you are making the reservation, 
    2. if offered, add the optional extra services recommended for you (insurance, transfers, ...) 
    3. add payment details, including any coupons you may have, accept the terms and sales conditions and confirm the reservation, 
    4. visualise your order confirmation and download the presentation voucher that will be sent to you to the e-mail address you provided.

    Your reservation will be confirmed automatically, and all you have to do is enjoy an adventure you will never forget.

    To make an instant reservation, you must complete the registration of your Powrock account, where you will be able to check your reservation and read the profile of your guide.

    Please note
    Currently all reservation services are upon request. The direct and immediate reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • Where do I meet my guide on the day of the excursion?

    Every presentation page describing an excursion or a certain activity specifies a meeting point where you will find your guide, and the time of your appointment.

    The definitive meeting point will be confirmed on the presentation voucher with the guide's contacts and all the information you need for the excursion. Any later variations in time or place will be communicated immediately. On the day of the excursion, you must be at the indicated meeting point on time, with your presentation voucher.

    For any further information or requests concerning the place and time to meet, you may send an email to customer@powrock.com, or contact your guide directly.

  • How are the transfers to and from the place of the excursion organized?

    The transfers to and from the location of the excursion are organized on the basis of the excursion and the number of participants. They generally rely on the guide's vehicle and/or the customer's own means of transportation. Upon request, we can organize a private shuttle or jeep service.

    In addition to the guide's contacts and all the necessary information, the presentation voucher will contain the organizational details for the transfer to and from the place of the excursion.

    For any further information or request, regarding the transfers, you may send an email to customer@powrock.com, or contact your guide directly.

  • What essential technical material should I bring on the day of the excursion?

    For each typology of activity, you need to bring the technical material required for the excursion.

    Mountain climbing
    Harness, pick/ice axe, crampons, high-altitude mountaineering boots, helmet. Ropes and hardware will be provided by the guide.

    Ice climbing
    Harness, ice axe, ice crampons, ice mountaineering boots/waterproof mountaineering boots, gloves, helmet. Ropes and hardware will be provided by the guide.

    Rock climbing
    Harness, rock-climbing shoes, helmet. Ropes and hardware will be provided by the guide.

    Climbing on the via ferrata
    Harness, via ferrata kit, mountaineering boots, helmet.

    Trekking
    Hiking boots

    E-bike - Mountain bike
    Bicycle, protective gear, helmet

    Ski mountaineering
    Skis, ski boots and poles for ski mountaineering, ski skins, crampons, ABS backpack, snow shovel, probe and avalanche transceiver. For some excursions: helmet, crampons, harness, ice axe. Ropes and hardware will be provided by the guide.

    Off-piste skiing
    Skis, ski boots and ski poles for off-piste skiing, ABS backpack, snow shovel, probe and avalanche transceiver. For some excursions: helmet, crampons, harness, ice axe. Ropes and hardware will be provided by the guide.

    Ski tour
    Skis, ski boots and ski poles.

    Snowshoes
    Snowshoes, waterproof mountaineering boots and snowshoe poles.

    For all the excursions, we advise you to wear technical mountain gear, specific to each type of activity, and to always carry a change of clothes in your backpack, along with drinks and snacks.

    Every presentation page describing the activities contains a list of the minimum essential equipment for each specific excursion, and your presentation voucher will tell you specifically what to bring.

    For any further information or requests concerning the technical equipment, you may send an email to customer@powrock.com, or contact your guide directly.

  • Can the mountain guide cancel, modify or interrupt an excursion?

    The mountain guide can cancel, interrupt or modify the route of your excursion should he deem that the minimum safety conditions cannot be guaranteed.

    Reasons for cancellation, interruption or change may be caused by:

    • climate conditions,
    • the environmental conditions of the terrain,
    • injury to the participants,
    • training and experience of the participants,
    • behaviour of the participants,
    • force majeure, such as for example the interruption of ski lift service, breakage of equipment during the excursion, lack of or inadequacy of the technical material required for the excursion, ...

    In case of cancellation, the cost of the excursion will be fully reimbursed. If the excursion was cancelled for reasons that depend on misconduct or serious errors on the part of the participants, no refunds may be claimed.

    If you and your guide are both available, the excursion may be rescheduled for another day.

    Should the excursion be interrupted or modified, no refund will be made.

    Requests for refunds should be sent to customer@powrock.com

  • What is meant by terms of cancellation?

    Reservations must be cancelled by the customer. Every cancellation is subject to the terms of cancellation, which you accepted when you confirmed the reservation.

    The terms of cancellation define the dates within which the reservation may be cancelled and the relative refund that you are entitled to receive. They vary in relation to the typology, the characteristics and the dates for which the excursion has been reserved. They are indicated on the presentation page of each excursion.

    Powrock defines three different standard terms of cancellation that it applies to guarantee both the customers and the mountains guides, in order to provide an efficient and truthful service:

    • flexible terms of cancellation
    • moderate terms of cancellation
    • rigid terms of cancellation

    Requests for cancellation must be sent to customer@powrock.com

  • What are the terms of cancellation?

    Every Powrock proposal applies one of the three different standard terms for cancellation (flexible, moderate, rigid), which are shown on the presentation page of each excursion.

    Flexible terms of cancellation

    • total refund for cancellations up to 4 days before the day of the excursion
    • 70% refund for cancellations between 4 and 2 days prior to the day of the excursion
    • no refund for cancellations within 2 days prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    Moderate terms of cancellation

    • total refund for cancellations up to 7 days before the day of the excursion
    • 50% refund for cancellations between 7 and 3 days prior to the day of the excursion
    • no refund for cancellations within 3 days prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    Rigid terms of cancellation

    • total refund for cancellations up to 10 days before the day of the excursion
    • 50% refund for cancellations between 10 and 5 days prior to the day of the excursion
    • no refund for cancellations within 5 days prior to the day of the excursion
    • no refund for cancellations and/or failure to appear on the day of the excursion

    To define the time periods that establish the terms of cancellation, the hours should be calculated starting at midnight of the day on which the excursion is scheduled.

    Requests for cancellation must be sent to: customer@powrock.com

  • Why Powrock?

    Because Powrock is a "guide-centred" system whose goals include promoting and enhancing the professional figure of the mountain guide. Our mission is in fact to become the brand of reference in the market for the disciplines, activities and services that lie within the perimeter of a guide's expertise.

    The model we offer is not simply a response to new market dynamics and needs, it is a solution to the critical nodes and issues of the guide's profession.

    In synthesis, the advantages of joining Powrock can be:

    • better performance of overall sales
    • control and optimization of sales
    • optimization of workday coverage
    • certainty of reservations and earnings
    • barrier against "competitors"
    • customer fidelisation

    If you want to know more, write us at guide@powrock.com

  • What are the main principles behind the Powrock model?

    The Powrock model is based on:

    1. real time availability, that allows the customer to reserve the service he wants immediately, whether it be a specific excursion, individual or group, or a day with a guide for a generic activity ("personalised" excursion to determine with the customer). 
    2. the guide's knowledge of the territory, meaning the area (the locations) in which he generally exercises his profession, to allow the system to associate the reservations with the guides who work in that given territory, 
    3. a complete, univocal and homogeneous offer of activities and excursions, which may be reserved based on the availability of the guides who operate in the territory in which these excursions take place [*], to offer the customer established and recognizable standards of quality.

    In order for the booking to work as it should, it is essential that the guide: 

    1. efficiently administer his calendar of available days, keeping it perfectly up-to-date using the system at his disposal.
    2. indicate the locations in which he operates, coherently with the way he manages his available time. If he needs to change the region or area he works in, he must immediately report the fact to the email address guide@powrock.com.
    3. actively participate in building our offer by proposing activities, excursions, services and initiatives in a collaborative spirit, aimed at developing and promoting opportunities in his area of competence.

    [*] One of the distinctive characteristics of the model is that the activities and excursions are offered univocally by Powrock. All the guides who work in a specific area are therefore associated with all the activities and excursions available in that territory. When a customer reserves an activity or an excursion, the system assigns the reservation to one of the guides who is free on that date.

  • How do you join Powrock?

    To join and offer his professional services to Powrock customers, the mountain guide must submit an application to the email address: guide@powrock.com, indicating:

    • name and surname
    • e-mail
    • address
    • telephone number
    • location/generic area he/she operates in

    We will contact the guide as soon as possible.

  • What are the minimum requisites required to join Powrock?

    To join and offer his professional services to Powrock customers, the mountain guide must necessarily:

    • be a certified mountain guide officially registered in the Albo delle Guide Alpine, the mountain guide association
    • be up-to-date with payments for his insurance against civil liability
    • be up-to-date with the mandatory periodical continual professional development
    • actively participate in the communication and promotion of Powrock
    • provide and update required information on his professional profile
    • provide and promptly update available dates
  • Can aspirant mountain guides and AMM join Powrock?

    Yes, both aspirant guides and medium-mountain guides or other specialised professional figures recognised and certified by mountain guide associations can join Powrock and provide their professional services according to the rules, limitations and constraints specified for each of these figures.

    All activities and excursions that are part of the possible and recognised spheres of the profession may be associated.

  • What is it important to know about territorial competence?

    To offer the customer a prompt and complete reservation service, in addition to real-time availability, it is important that each guide have his own territorial competence, meaning that the perimeter within which he operates must be well-defined.

    Each guide will therefore be associated to all the locations within the perimeter in which he operates and within which he can provide an efficient service to the Powrock customer, so that he may be reserved for the excursions or activities that take place within the area of his competence.

    The guide can modify his territorial competence, definitively or temporarily, should he relocate his range of action. To do so, he must submit his request to: guide@powrock.com

  • Can mountaineering schools join Powrock?

    Yes, mountaineering schools can join Powrock.

    To join, the school must submit a request to the email address guide@powrock.com, specifying:

    • name of the school
    • e-mail
    • web site
    • address
    • telephone number
    • generic area/locations of territorial competence
    • number of guides in the school

    One of our representatives will promptly contact the school to provide all the required information.

  • How are the Powrock proposals structured?

    The catalogue is structured to respond to the various requirements of the customer and divided into three sections:

    1. catalogue of individual excursions
      [activity, place and route - dedicated mountain guide] 
    2. catalogue of group excursions
      [activity, date of excursion, place and route – shared mountain guide] 
    3. reservation service for a day with a guide for a generic activity
      [excursion to be defined – dedicated mountain guide]

    The guide who joins Powrock is associated by default to the proposed excursions and activities available in his area of territorial competence (locations) and will therefore be eligible to be matched to the relative reservations, depending on his available dates and on those of his colleagues operating in the same area.

    For any limitations, the guide must set to his/her excursions or activities, please send notice to the email address: guide@ powrock.com

  • What is meant by individual excursion?

    Individual excursion means an activity (for example: rock climbing) that takes place in a specific location (for example: Tre Cime di Lavaredo), has a predetermined route (for example: via Spigolo Giallo) and defined characteristics (difficulty, duration, number of participants, ...).

    It is called individual because it must be reserved in a single reservation session, by a single customer, for a number of participants that does not exceed the maximum number allowed. It has a period of validity (seasonal/feasible).

    It may always be reserved for the dates included in the period of validity, if at least one guide is available on that date.

    The individual excursion may last one or more days.

    1. If the duration is one day, it may always be reserved directly, using the online reservation system, depending on the availability of the guides in that territory. The price shown is per excursion, independently of the number of participants.
    2. If the duration is more than one day, the reservation must be made upon request.The pricing policy may vary in relation to the type of excursion and may be indicated per person or per excursion.

    All individual excursions will be accompanied by a dedicated mountain guide.

  • What is meant by group excursion?

    There are two types of group excursion:

    1. the specific excursion, referred to an activity (for example: via ferrata) to take place in a specific place (for example: Col dei Bos, Cortina d'Ampezzo), having a predetermined route (for example: ferrata degli Alpini) and defined characteristics (difficulty, duration, number of participants, ... )
      [→ via ferrata degli Alpini al Col dei Bos, Cortina d’Ampezzo]
    2. the "roulette" excursion, referred to an activity (for example: via ferrata) to take place in an area with a variety of possible itineraries, included within a range of defined characteristics (difficulty, duration, number of participants, ... ).
      [→ vie ferrate di Cortina d’Ampezzo]

    It is called a group excursion because it may be reserved in more than one reservation session, by different clients, for a number of participants no greater than the maximum number allowed and not exceeding the number of positions open at the time of reservation.

    It has a period of validity (season/feasible).

    It indicates specific dates for the excursion on which the reservation may be made.

    The price shown is per person.

    The group excursion may last one or more days. 

    1. If the duration is one day, it may always be reserved directly, using the online reservation system, depending on the availability of the guides in that territory. 
    2. If the duration is more than one day, the reservation must be made upon request.

    All group excursions will be accompanied by a shared mountain guide.

  • Can the guide propose excursions?

    He certainly can, in fact we hope that every mountain guide will participate in building our offer by proposing excursions.

    In this sense it is important to define two typologies of proposals:

    1. "common" excursions, that may generally be made by any of the guides and are therefore associated, for reservation, with all the guides in the territory in which the excursion takes place,
    2. "personal" excursions, meaning the ones that are associated only with the guide who proposes them for reasons of specificity, characteristics or organization.

    Proposals are welcome for both group and individual excursions.

    The proposals should be submitted to guide@powrock.com, with:

    • a description of the excursion
    • technical specifications
    • location
    • duration
    • images
    • the programme, services that are included and those that are not
    • dates in which it may take place, for group excursions
    • number of participants
    • technical equipment required
    • price
    • conditions for reservation (options, timeframe and deadlines, ...)
    • other
  • What is meant by reserving a day with a guide for an activity?

    Activity refers generically to the various disciplines that are part of the mountain guide's area of expertise: high-altitude mountain climbing, rock climbing, ice and via ferrata climbing, snowshoeing, ski mountaineering, backcountry skiing, canyoning, trekking.

    Powrock offers a reservation service for a day with a guide to all customers who don't know what excursion to take or simply want a guide to advise them or choose for them.

    To make a reservation, the customer must choose the location where he wants to go and the activity he is interested in. Having verified that a guide is available in the area, the reservation may then be made.

    The number of participants who may be included in the reservation and the price for the day vary in relation to the type of activity that is chosen.

    Every presentation page associated with a location and an activity specifies the technical characteristics used to choose the excursion (for example: classic rock-climbing on routes up to grade VI max.).

    The activity has a period of validity (seasonal/feasible).

    It can always be reserved directly, using the online reservation system, for the dates included in the period of validity, if there is at least one guide available.

    All reservations for an activity include the services of a dedicated mountain guide.

  • Can customers make a reservation for a specific guide?

    Customers who make their first reservation on Powrock will be matched with a mountain guide assigned to them among those available for the selected date. In this case they cannot choose a specific guide.

    Customers who have already purchased services will be able to visualize, in their profile area, the list of mountain guides with whom they have already shared an experience. They may consult their profile, programmes and ascertain whether they are available. They may then make a direct reservation with the guide they want and trust.

    Please note
    Currently all reservation services are upon request. The direct instant reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • How can a guide communicate with the customers?

    Every time a customer makes a reservation the system sends a notification to the guide with the details of the reservation and the customer's references.

    The guide can visualize the reservation record on the schedule from which he manages his available dates and in the section with current reservations. In addition to the reservation details, the record also contains the customer's details with contact information and the link to his profile, where he may view his mountaineering curriculum.

    Please note 
    Currently all reservation services are upon request. The direct instant reservation system, based on the real availability of the guides, is currently being developed and will soon be online.

  • Can the guide cancel, interrupt or modify an excursion?

    The mountain guide can cancel, interrupt or modify the route of an excursion when minimum safety conditions cannot be guaranteed.

    The decision to cancel, interrupt or modify may be prompted by:

    • weather conditions
    • environmental conditions of the territory of action
    • injury to the participants
    • training and experience of the participants
    • behaviour of the participants
    • causes of force majeure, such as for example interruption of lift service, breakage of equipment during the excursion, lack/inadequacy of the technical material necessary to make the excursion, ...

    Any cancellations, interruptions or changes must be communicated immediately to guide@powrock.com

    If the guide is available and the customer agrees, the excursion may be rescheduled for another day, and notice must be sent immediately to guide@powrock.com

  • What happens in the case the guide is not available on the day of the excursion?

    In the case the guide is not available on the day/days of the excursion he must send notice immediately to guide@powrock.com, specifying the reasons.

  • What are the standard commercial conditions for the guides?

    The standard commercial conditions define the general and common terms for the economic relationship that is established between the guide and Powrock.

    They include:

    • the amount of the commission on the services of the guide, for the reservations that have been successfully brought to term
    • the percentage on cancellation fees for reservations that are not brought to term (cancelled or not confirmed)
    • the rules of accounting and invoicing
    • methods and schedule of payments

    The guide's fee, except in specific cases agreed upon in advance, refers exclusively to his professional service (day with the guide), in addition to any tax obligations, and not to any other services rendered.

    Please note
    Powrock does not accept cash payments made directly by the customers to the guide and/or any other providers of services purchased through its systems. This practice is a violation of our terms of service and may lead to the cancellation of the guide's accreditation.

  • What is Powrock's pricing policy?

    Powrock promotes a pricing policy that is essentially founded on homogeneity and uniformity with respect to the services rendered, on clarity and transparency with respect to the communication to the customer:

    • excursions that have similar characteristics will be priced the same independently of where they take place,
    • the same excursion will have the same final price whether offered as an individual or as a group excursion, under the same conditions (for example: number of participants).
    • the days with a guide for a certain activity, within a range of similar characteristics and defined limitations, will be priced the same independently of where they take place.

    Powrock has established an internal committee to define the parameters for determining and validating the pricing. The committee is constituted by mountain guides and marketing experts working for Powrock.

  • Why Powrock?

    Because Powrock is the leading brand in all disciplines, activities and excursions in the mountains or in similar environments, which are part of the area of competence of mountain guides.

    It allows tourist operators to have one single interlocutor to reserve excursions for their customers, for business and leisure, across the entire range of the Alps and the areas in the world where mountain guides operate.

    It guarantees:

    • a vast and complete choice of activities and excursions
    • wide-ranging coverage of the territory
    • availability of guides
    • quality of service
    • customisation of service
    • advantageous economic conditions

    The tour operators can therefore obtain:

    • an enhanced range of products to offer with a distinctive service for their customers
    • increased general sales performance
    • simplified working processes and optimised organization
    • secure reservations and control over the service
    • customer satisfaction and fidelisation

    For further information write to us at info@powrock.com 

  • What activities lie within the scope of a mountain guide?

    Mountain guides are the only mountain professionals, recognised and certified by law to teach, train and accompany persons, with respect to the activities that can be practiced in the mountains or similar environments. The only exception regards the teaching of skiing techniques on downhill or cross-country ski runs, which is the exclusive pertinence of ski instructors.

    The areas of activities that Powrock proposes are those that lie specifically within the perimeter of the guide's expertise, and others in which they excel due to their physical, technical and environmental training:

    • high-altitude mountain climbing
    • climbing on ice, rock, mixed terrain
    • climbing on via ferratas
    • ski mountaineering
    • backcountry skiing
    • snowshoeing
    • canyoning
    • volcano excursions
    • trekking
    • ski touring
    • e-bike and mountain bike

    In the indicated fields, Powrock offers the possibility of reserving one or more guides and organizing upon request, for individuals or groups, for one or more days:

    • teaching and training sessions
    • activities and excursions
    • journeys and expeditions
  • What can a TO or TA reserve with Powrock?

    Tour operators can reserve one or more Powrock mountain guides for:

    • a generic activity (for example: climbing)
    • a teaching and training course
    • a specific excursion (for example: climbing the Spigolo Giallo to the Tre Cime di Lavaredo)
    • a journey or an expedition

    A guide can be reserved for one or more days, for both individual and group excursions.

    The guide may be reserved for one of the proposals in the catalogue. The reservation may also be customised upon request by the participants, accurately assessing the activities, routes and services in relation to the experience, technical capacity and degree of physical preparation of participants in the excursion.

    For business groups and incentives, we organize customised activities and programmes to meet the needs of companies and the typology of the event.

    Powrock is also available to organize any related services necessary to structure the complete package, such as hotels, mountain huts, restaurants and mountain farms, transportation, ski lifts, rental materials...

    The Tour Operators and Travel Agencies can request Powrock services for their customers, by sending their request info@powrock.com

  • How can a TO make a reservation?

    The Tour Operators and Travel Agencies interested in Powrock services can send a request to info@powrock.com specifying:

    • the name of the agency
    • name and surname of contact
    • address
    • telephone number
    • accurate description of the service requested
    • number of participants
    • period in which the activity may take place

    Our representative will promptly respond to the request with all the required information. 

  • Is it possible to organize educational activities?

    Powrock remains at the disposition of TOs and TAs to organize educational activities with mountain guides to get to know and check out the organization, the characteristics and the quality of the activities, places, routes and services.

    Interested Tour Operators and Travel Agencies can send their request to info@powrock.com

Still can’t find what you’re looking for? Still need assistence?