Terms & Conditions

The following terms and conditions (the Conditions of Booking) and the requirements contained within this website, will apply to your booking.

1. General 

a) The person who makes the booking will be accepting the terms and conditions on behalf of the whole holiday party. It’s this person’s responsibility to ensure that all members of the party are aware of and accept the whole of these terms and conditions and the obligations contained in them, the brochure and any other documents and information supplied by us. 

b) Please note that a contract is not made until acceptance of the booking by Warner

Leisure Hotels issuing a written Holiday Booking Confirmation and your deposit, or full payment (if booking less than 10 weeks before the holiday start date) has cleared. 

c) In the event of Warner Leisure Hotels receiving a holiday booking deposit or balance payment which is subsequently returned unpaid by the relevant bank or card provider, a £25 administration fee may at our discretion either be added to the balance payment due or your holiday booking may be cancelled.

d) Our agreement incorporates the entire contents of the current website, the Holiday Booking Confirmation and in particular the General Information and Conditions of Booking (‘our agreement’). You must also note and comply with all reasonable guidance given by us and any notices at your chosen hotel or resort.

e) Our agreement is governed by English Law and we agree to the non exclusive jurisdiction of the English Courts. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute.

f) Should any part of our agreement be deemed by law to be void, the remainder of the agreement will, if capable, continue in full force and effect.

g) Please note we accept no liability for loss or damage to your possessions unless due to our negligence.

h) All bookings are subject to availability. Please note this website supersedes all previous editions and any guidance we may have communicated to you.

2. Brochure / Website prices

We guarantee that the price of your break will be as agreed and shown on your Holiday Booking Confirmation for your party size, and for the accommodation you choose and all items described as included in the cost of your holiday, plus any Cancellation Plan, insurance and supplements chosen, save that we reserve the right to amend prices where there is an increase in Value Added Tax or any other tax, fee or levy applicable to your break. Please note that all prices are inclusive of VAT. We reserve the right to raise or lower our prices at any time before booking, whether via a subsequent brochure or any other communication.

3. Changes to your break by you

After you have paid your deposit or full balance payment you may wish to change some elements of the break e.g. location, type of accommodation. In order to enable us to try to meet your request, we would ask where possible you request such changes at least 10 weeks before the break start date. Any change is subject to availability and where we can meet your needs a charge of £25 per alteration to the break will be payable to cover administration costs. But where you wish to make a substantial change to your break, within 10 weeks of your break start date, such as change of break date, this will be deemed a cancellation (see section 4, ‘Cancellation of Your Break by You’). Please note that any change of date will be likely to involve a change in price of your holiday. The price published on our website for your revised holiday date at the point which you made your original booking will apply. You must pay us any increase due or we will issue a credit note to you for the difference.

4. Cancellation of your break by you

It may be necessary for you to cancel your break due to changes in circumstances, accident or illness. We strongly recommend that you take out insurance to cover you as cancellations can result in loss of all monies paid.

• If you have your own holiday insurance

Payments arising from cancellation for accident and illness may be refunded subject to the terms and conditions of your insurance policy and the cancellation charges detailed in Section 5. Please note all cancellations are subject to a minimum of £25 per person administration charge.

• If you have taken out the Cancellation Plan

Payments made for a booking may be transferred to another date within 12 months, providing we receive notice in writing and subject to the following:

Cancellation outside of 8 Weeks – with Cancellation Plan cover

Should you need to cancel your holiday outside of 8 weeks from your holiday date the cost may be transferred or refunded less £25 per person administration charge.

Cancellation within 8 Weeks – with Cancellation Plan cover

Should you need to cancel your holiday within 8 weeks the Cancellation Plan covers you in the event that you are unable to participate in your holiday due to Sickness, Redundancy or Jury Service, and we offer a transfer of monies paid less £25 per person administration charge. This is based from the date on which written notification is received by us (together with proof of doctor’s certificate, employers or court notification as applicable). If you comply with our Cancellation Plan procedures then you will be entitled to transfer your booking less £25 per person administration charge. If you are cancelling for reasons other than Sickness, Redundancy or Jury Service then we are able to offer a transfer of holiday cost subject to the deduction of the cancellation charges below in section 5. Please read that section for full details.

• If you do not have either insurance or a Cancellation Plan, payments made for your booking may be refunded or transferred subject to the cancellation charges, please read section 5 below for full details. You may not, under any circumstances, transfer your booking to anyone without our consent. As soon as you know that the break will need to be cancelled, ring our Customer Care Team on 0870 601 0053 (Monday – Saturday 9am – 7pm)

5. Cancellation charges

• If you do not have either insurance or a Cancellation Plan and the cancellation is more than 8 weeks in advance of your holiday date then:

Provided we receive notice in writing you will be entitled to a refund or transfer of your holiday cost less any deposit paid.

• If you do not have either insurance or a Cancellation Plan and the cancellation is within 8 weeks of your holiday start date then:

We will offer a refund or transfer of monies paid for cancellations arising from Sickness, Redundancy or Jury Service within 8 weeks of your holiday start date, subject to the deduction of cancellation charges shown. Cancellation charges will be calculated from the date which written notification is received by us (together with proof of doctor’s certificate, employers or court notification as applicable). If you are cancelling for reasons other than Sickness, Redundancy or Jury service then we are able to offer a transfer of holiday cost subject to the deduction of the cancellation charges shown.

The cancellation charges are detailed in the sliding scale shown. (This covers the cost and expense we incur as a result of your cancellation). For the number of days in advance of your holiday start date we receive your written notification, the following cancellation charges are applicable:

Cancellation Charges

Length of time Cancellation Charge

Up to 57 days prior Deposit paid + any or supplement costs

56-50 days 30% of total holiday cost

49-43 days 45% of total holiday cost

42-29 days 60% of total holiday cost

28-15 days 80% of total holiday cost

14-8 days 90% of total holiday cost

7 days or less 100% of total holiday cost

All cancellations along with proof via doctor’s certificate, employer’s or court notification should be made in writing to the

Cancellation Desk,
Customer Care Team,
Warner Leisure Hotels,
1 Park Lane,
Hemel Hempstead,
Hertfordshire HP2 4YL.

6. Cancellation following non arrival

If you have not arrived by 8am the morning after your break was due to commence, or contacted the hotel or resort concerned to confirm when you will arrive, we will assume that the break is cancelled. Please note that the total break cost, Cancellation Plan, insurance charge and supplements will be retained.

7. If we cancel or change your break

We try very hard not to change or cancel your break, but where it is necessary we will advise you or your travel agent as soon as possible. If we cancel your break or make any significant alterations such as changing your date of arrival or duration then

(provided such cancellation or changes have not arisen from circumstances beyond our reasonable control) you have a choice of:

a) a replacement break of a standard comparable to that booked and of the same value paid, or

b) a replacement break of lesser value together with a payment from us to you of the difference in price between the replacement break and the break booked, or

c) a replacement break of higher value with a payment of the difference in price between the original break and subsequent break payable to us, or

d) a full refund. In addition to the above and provided the change does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss. 

8. Conditions of carriage

Where you take up the additional offer of ferry travel, all party members are subject to the terms and conditions of the relevant service operator(s). Full details are available on request. Your contract is with the relevant provider and Warner Leisure Hotels cannot be held responsible for any delays, cancellations or other consequences resulting from such arrangements.

9. Limitation of liability

We accept responsibility for those arrangements for your holiday which are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any member of your party, unless one of the following applies:

1. there was wilful default by us, our employees or agents; or

2. death or personal injury was caused by the negligence of us, our employees or agents.

For all claims other than death or personal injury, which result from the non-performance or improper performance of the contract by Warner Leisure Hotels, we will pay compensation that is reasonable in all circumstances.

If you have a complaint or comment you are asked to notify any shortcoming or complaint you may feel has occurred to the hotel or resort Duty Manager as soon as possible so that wherever possible it can be remedied for you at the time. Any reported matter which has not been resolved during your holiday should be advised in writing to the General Manager as soon as possible to enable us to carry out an investigation. Claims may be reduced or rejected if we have not been given the opportunity to put matters right whilst you are on your holiday.

10. Warner Leisure Hotels

Bourne Holidays Limited (trading as Warner Leisure Hotels) is a company registered in England and Wales with company number 01854900 whose registered office is at No 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL.

Text Direct

For customers who have speech and hearing impairments we welcome calls through BT Textdirect. To call someone who uses either a textphone or ordinary voice phone, simply dial 18001 followed by the number you want to contact (remember to include the dialling code).

Special requests

We cannot guarantee to meet all special requirements you may have, however if we know about them in advance we will try to do so. Please also see ‘Important Information for Guests with Disabilities’ below.

Deposits

To reserve your holiday we must receive from you a non-returnable deposit of £55 per person and any Cancellation Plan, insurance and supplement payments due. Any bookings made within 10 weeks of the holiday date must be paid for in full together with any Cancellation Plan, insurance and supplement charge at the time of booking. We can accept cheques up to 4 weeks prior to your holiday.

Confirmation of booking

Once the booking is confirmed we will send the lead name on the booking a Confirmation of Final Balance due, which will also confirm receipt of your initial payment. A contract will be in place once your deposit or full balance has cleared and your Holiday Booking Confirmation has been dispatched. Please check and ensure the type and grade of accommodation plus any supplements e.g. Experiences etc. are outlined at time of confirmation, as we will provide on-site the same arrangements as per the Confirmation. If any information contained on the Holiday Booking Confirmation is incorrect, or subsequently becomes incorrect, please telephone the Customer Care Team immediately.

Balance of payment

We must receive the Final Balance at least 10 weeks before the start of your holiday. Please note that we will not send a reminder and receipts are only issued on request. We reserve the right to cancel your holiday and retain the deposit paid (which is a booking fee and covers our administration expenses incurred in making your booking), if full settlement of the Final Balance is not made 10 weeks before the start of your holiday. Please note we do not issue VAT receipts.

Important information for guests with disabilities

In order to avoid disappointment and/or misunderstandings, please call us on:

0870 601 0053 to discuss any special needs that you may have.

This will enable us to advise on the suitability of facilities and the extent that reasonable adaptations can be made, if possible. To assist us it would be helpful to understand:

• Any special mobility or dietary requirements;

• Storage of medication needs;

• Whether any member of the party needs to be accompanied by an assistance dog. 

Please note: some wheelchairs are available at all of our hotels and resorts. Advance booking is required as wheelchair numbers are limited.

Renal Care – Lakeside has a dialysis unit with 3 beds to provide renal care. Please contact Lakeside on 023 9246 3976 for further details.

Any special arrangements must be agreed at the time of booking and confirmed in writing to us prior to arrival. Please note our hotels and resorts are NOT equipped or staffed to provide special attention or medical attention. If any member of your party requires such attention, they should seek medical advice prior to booking on the suitability of the holiday for them.

Fire safety policy for guests with disabilities

Your safety is our concern. If any member of your party is unable to hear a fire alarm then please advise us at the time you make the booking, so we can provide an alternative alarm option. If any member of the party cannot ascend or descend stairs in the event of an emergency evacuation, please also advise us and request an ‘Evacuate Friendly’ room. Please note that there is limited availability of these rooms.

Food and drink consumption

Please note only food and drink purchased from the hotel or resort may be consumed in the hotel or resort’s public areas.

Special catering requirements

All our restaurants provide vegetarian options. Should anyone in your party have any other dietary requirements, please let us know when you book your holiday so we can endeavour where reasonably possible to assist with any special arrangements. If you have a special request regarding your restaurant table, please contact the Restaurant Manager prior to arrival at the hotel or resort booked and we will try to accommodate your request. Please note: in some instances, due to restaurant layout, we may not be able to accommodate tables of 8 or more, and some guests might be asked to share a table. Any special request must be agreed at the time of booking and confirmed in writing to us prior to arrival.

Infections or contagious diseases

If any member of your party has or has just had an infection or contagious medical condition we reserve the right to:

• refuse to accept your booking

• cancel your holiday; or

• ask any member of your party to be confined to their room or leave the hotel or resort immediately, should we, at our reasonable discretion, consider it necessary to protect the health of other guests, staff or the general public.

You should inform us immediately should any such condition develop in any member of your party within 4 weeks of your arrival date or during your holiday.

Smoking policy

Our smoking policy will comply with all legal and health and safety requirements applicable to the relevant accommodation.

Charge cards

While you are away we want to keep things simple, which is why you will be offered a Charge Card account on arrival, so you can purchase drinks, snacks, health and beauty treatments and packages, plus all those other little extras without the hassle of carrying cash. Charge Cards are subject to status, terms and conditions apply. 

Local activities

Warner Leisure Hotels will make information available to guests in connection with activities in the local area that are run by third parties and purchased separately. All contractual arrangements in connection with such activities are therefore between the guest and activity provider. Guests who participate in these activities do so at their own risk.

Bowls facilities

Bodelwyddan Castle and Bembridge Coast hotels and Lakeside and Gunton Hall resorts have indoor bowling centres. During bowls breaks, special priority for the use of those facilities is given to guests who have paid the bowling supplement to facilitate bowls competitions. We cannot therefore guarantee that guests who have not paid the supplement will be able to use these facilities.

Health and beauty

Please check with your doctor before booking any treatments, as some are not advisable if you suffer from particular medical conditions.

Entertainment areas

Guest should note that entertainment areas will emit loud noises to (a) create effect and/or (b) reflect the approach of the relevant act. Sound and other effects e.g. strobe lighting, may also be used. If any member of your party may be adversely affected by these effects they should seek medical advice before their holiday.

Experiences

Experiences are subject to minimum numbers being attained. We reserve the right to cancel the Experience at any time. Where cancellation is necessary we will endeavour to contact all guests before the start of the break.

All photography used is for illustration purposes only. We reserve the right to substitute alternative hosts/experts if necessary.

Warner Club

To comply with gaming laws with respect to playing bingo, each person who is named on a booking automatically becomes a member of the Warner Club.

Age restrictions

Our holidays and facilities are tailored for people over the age of 21 years. Accordingly we reserve the right to decline entry to persons below that age unless agreed specifically by us in writing before arrival.

Day guest visitors

Guests can visit you while you are on a break, but please note the legal requirement that only the people named on the booking may stay on the premises, otherwise your booking will be in breach of your contract and you and they may be asked to leave. No refund is payable in these circumstances. Permission must be sought from the hotel or resort manager first.

Day visitor attractions

Bodelwyddan Castle, Cricket St. Thomas and Littlecote House have day visitor attractions on-site that are open to the general public.

General Information Weddings

Thoresby House Hotel & Spa, Alvaston Hall, Bodelwyddan Castle, Cricket St Thomas, Holme Lacy House, Littlecote House, Nidd Hall and Thoresby Hall hold weddings and therefore children may be present on-site as part of the wedding parties. 

Please take care of facilities and accommodation.

We like to keep our hotels and resorts in good condition and require that you treat them with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or in your accommodation, please report it to reception immediately so that we can arrange any necessary repairs. Accommodation will be checked at the end of your holiday, and you may be charged for any loss or damage found. We reserve the right to enter accommodation when reasonable to do so.

Unreasonable behaviour

We reserve the right to terminate a holiday without compensation, where we believe that the behaviour of any of the persons named on the relevant booking or their guests might impair the enjoyment, comfort, health or safety of other guests, our staff or the public. Guests must not bring to, or use at, the hotel or resort any firearm, fireworks, illegal substances, offensive weapons or hazardous chemicals or any similar item.

Compensation payable by you

We reserve the right to recover from you (either via the credit/charge or debit card used to pay for the holiday or otherwise) the costs of any damage caused by you or your party, or compensation we pay including to any other guest.

Brochure accuracy

We take care to ensure that at the time of going to press (September 2008) the details in this brochure were accurate regarding the descriptions and information about facilities available, or were planned to be available, at each hotel and resort.

Our photographs are intended for general guidance only. Our thanks extended to ‘Britain on View’ for their support in providing many of the ‘Local Attractions’ pictures shown in this brochure.

Availability of facilities and services

All facilities are subject to availability. It is possible that accommodation, services or facilities may need to be adjusted or withdrawn temporarily due to maintenance, legal requirements, factors beyond our control, operational needs or the needs of other guests, and/or good practice. The entertainment programme advertised in this brochure is also subject to change for reasons beyond our control without prior notice. We reserve the right to make such alterations without prior notice, and are unable to accept any liability arising from such changes. If material changes occur in advance of your arrival, we will endeavour to advise you of changes. We do invest substantial sums in upgrading and refurbishing our facilities. We apologise in advance if there are any alterations taking place during your stay and will aim that any possible disruption is minimised by ensuring as far as possible that works will only occur during the daytime.

Check-in and check-out

You can register at your hotel or resort after 12.30pm on the day of arrival. However, keys to your accommodation will be available for collection around the published check-in time (stated on the individual hotels and resorts pages). If the time is not stated, it will be from approximately 3pm. Rooms should be vacated by 10am on your day of departure.

Single occupancy

Most hotels and resorts have single chalets or bedrooms, but these are in high demand. When they are full and a single person occupies a chalet or bedroom designed for two, we add a Single Occupancy Supplement to your invoice. The charge payable will be confirmed at the time of booking and could be up to 100% of the per person booking price.

Pets

With the exception of assistance dogs (please notify us of this requirement at the time of booking), no pets are allowed at any of our hotels or resorts.

Gifts and prizes

Holidays can be given as gifts or prizes but please note that they will be subject to the terms and conditions as stated in this brochure. The names of the guests must be provided at the time of booking.

Any questions?

We try to ensure that this website has all the information you need to book the right holiday for you. Should you have any queries, or special requirements not covered here, please ring our Customer Care Team on 0870 601 0053 (Monday – Saturday 9am – 7pm).

Correspondence address:

Reservations Team,
Warner Leisure Hotels,
PO Box 1044,
1 Park Lane,
Hemel Hempstead,
Herts HP2 4YL.

Telephone calls

We may monitor or record telephone calls made to the Reservations and Customer Care Teams, to enable us to provide our customers with the highest level of service. We may need to contact you by telephone in advance of your stay using the number that is provided at the time of booking. e.g. to clarify your requirements before booking or advise you of changes to the holiday you have booked.

Data Protection Policy Statement

Warner Leisure Hotels will use the personal information that you provide to us and/or any information, which is provided to us by your Travel Agent to process your booking and provide you with your holiday. We may need to pass your information to third party service providers relevant to meet our obligations to you, for example where you have requested additional services and/or facilities and they are provided by third parties. Warner Leisure Hotels and our appointed third party agents, such as Group Sigma re: guest satisfaction surveys will also use your information for internal statistical, market research and records purposes and will also share this with other companies within Bourne Leisure Ltd for such purposes. Your information may also be used to send you details of other products or services brought to you by Warner Leisure Hotels, or our carefully selected trading partners. If you do not wish to receive such information, please write to:

Warner Leisure Hotels
Database Team,
Freepost,
NAT 4162,
Hemel Hempstead,
Herts. HP2 4BR.