The following terms and conditions (the Conditions of Booking) will apply to your booking.
1. The holiday contract
A Contract between you and Warner is made when any of the following ‘booking conditions’ are met:
a) We accept your booking and deposit payment by issuing a written confirmation or
b) When booking by telephone or online, we inform you that your booking is confirmed or
c) Your travel agent tells you your booking is confirmed.
The contract binds you and all the members of your party. It is your responsibility to ensure that all members of your party accept these terms and conditions of booking. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract, and loss of the booking.
a) If your payment is returned unpaid by your bank or card provider, we may have to charge a £30 administration fee, or even cancel your booking.
b) Please stick to the rules of your hotel or village. All this information can be found in the contents of the current brochure, the Holiday Booking Confirmation and the General Information and Terms and Conditions (‘our agreement’).
c) 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.
d) If any part of our agreement is deemed void by law, the remainder will, if capable, continue in full force and effect.
e) We accept no liability for loss or damage unless this is due to our negligence.
f) All bookings are subject to availability. This brochure overrides all previous guidance.
3. Brochure prices & VAT
We promise that the price of your break will be as agreed and shown on your Holiday Booking Confirmation, plus any Holiday Protection Cancellation Plan and supplements chosen. We do have the right to change prices any time before booking when there’s a change in VAT or any other applicable tax, fee or levy. All our prices include VAT.
Reserve your holiday by paying a non-returnable deposit of £65 per person, plus any Holiday Protection Cancellation Plan, insurance and supplement payments due. If you book within 10 weeks of your holiday you need to pay in full when you book or sooner if a specific offer requests full payment. We can take cheques up to four weeks before your holiday start date.
5. What if you need to make changes?
We’ll always try our best to fit in changes to your booking – so long as you tell us at least 10 weeks before your arrival. Changes are subject to availability and are subject to an admin fee of £30 each. If you have to make a substantial change to your break within 10 weeks of the holiday start date, we’ll treat it as a cancellation. And remember: changing your holiday start date will probably mean a change in price.
6. What if you need to cancel your break
We really hope it doesn’t come to this, but it might be a good idea to take out our Holiday Protection Cancellation Plan to cover cancellations.
• If you have your own holiday insurance, cancellation payments may be refunded by the insurance company, subject to the terms and conditions of your policy and the charges listed below.
• If you have Holiday Protection Plan where you have provided the necessary documentation in respect of sickness, redundancy and jury service, then any payments you’ve made for your booking may be transferred to another date within 12 months, but please make sure you write to us.
All transferred bookings are subject to the following:
More than eight weeks: you’ll be able to transfer your holiday to an alternative date or get a refund, less a £30 per person admin charge. (Christmas and New year, this is £80per person)
Less than eight weeks: You will be able to transfer to a different date subject to an administration charge or £30 per person (Christmas and New Year £80 per person) if between 8 weeks and 8 days prior to holiday start date. If less than 7 days this will be £80 person (Christmas and New Year £125 per person).
Cancellations will be actioned based on the date we receive your written notification (including a doctor’s certificate / letter or a notification from court or your employer).
Cancelling due to Adverse Weather Conditions:
The holiday cannot be transferred until the holiday start date and only in agreement with Warner based on the relevant authorities’ recommendations.
If you have Holiday Protection Plan covering adverse weather conditions, then any payments you’ve made for your booking may be transferred to an alternative holiday start date within the next 6 months after your original start date and must be booked within 4 weeks of the original holiday start date.
Please remember: No bookings can be transferred or cancelled without approval from Warner. So, as soon as you know you need to cancel, please give us a call on 0870 601 0053 (open Mon-Fri, 9am – 6pm).
Adverse Weather Definition
Adverse weather within this Plan will be considered as snow and floods and will be defined as weather of such severity that the police or appropriate authorities, ie the AA or RAC, warn by means of public communication networks, that it is unsafe for individuals to attempt to travel via their planned or reasonable alternative route. The Plan cover refers to information advised from the following websites:
The adverse weather condition cover is only applicable on day of travel. Snow and floods are the only adverse weather conditions covered within this plan.
7. Cancellation charges
The Holiday Protection Plan also covers you or your party for cancellations due to reasons other than sickness, jury service, redundancy and adverse weather. In this case, any refund will be subject to the sliding scale below:
For the number of days in advance of your holiday start date we receive your written notification, the following cancellation charges are applicable:
Length of time
|56 days or more||Deposit paid + any supplement costs|
|55-43 days||40% of total holiday cost|
|42-29 days||60% of total holiday cost|
|28-8 days||90% of total holiday cost|
|7 days or less||100% of total holiday cost|
All cancellations are subject to an administration charge.
Please remember holidays not covered by our Holiday Protection Plan will not be refunded.
To make a cancellation contact our Customer Care Team on 0870 601 0053 or write to the Customer Care Team, Warner Leisure Hotels, 1 Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL.
Please remember holidays not covered by our Holiday Protection Cancellation Plan will not be refunded.
If you wish to cancel your holiday and are covered by the Holiday Protection Plan, the following administration charges will apply:
Once in receipt of a Doctor’s Certificate / Letter, Employer’s or Court Notification, the following administration charges will apply:
• More than 7 days before departure: £30 per person • Within 7 days of departure: £80 per person
For Christmas and New Year:
• More than 7 days before departure: £80 per person • Within 7 days of departure: £125 per person
For Adverse Weather cover the following administration charges will apply:
• Day of arrival £80 per person • Day of arrival for Christmas & New Year £125 per person
Any refunds given in respect to payments made by debit or credit cards will be repaid to the same card. Where Warner holiday vouchers have been used these may be transferred to another holiday, but no refund of the value of the vouchers will be given.
8. Cancellation following non-arrival
If you haven’t arrived by 8am the morning after your holiday begins, or contacted us to confirm when you’re going to arrive, we’ll treat your break as cancelled. In this case you will not be entitled to any refund.
9. If we cancel or change your break
When we have no option but to cancel or significantly change your break, we’ll let you know as soon as possible. If such changes are not due to circumstances beyond our control, you can choose:
a) a replacement break of a standard comparable to that booked and of the same value paid
b) a replacement break of lesser value together with a payment of the difference by us
c) a replacement break of higher value with a payment of the difference by yourself
d) a full refund.
Where changes do not arise from circumstances beyond our control, we will pay compensation for any provable loss.
If you have plans to re-sell your holiday, please tell us when you book. Without this information we will be unable to issue a VAT invoice.
11. Travel operators
Party members travelling by ferry or coach are subject to the terms and conditions of the relevant service operator(s). Full details are available on request. Warner Leisure Hotels cannot be held responsible for delays, cancellations or other consequences.
12. Limitation of liability
We cannot accept liability for any injury, loss or damage suffered by you or any member of your party, unless:
a) there was wilful default by us, our employees or agents or
b) death or personal injury was caused by the negligence of Warner, 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 reasonable compensation.
13. Comments and complaints
If you’re not happy please tell your hotel or village Manager. Hopefully we’ll be able to put things right immediately. If not, please put your complaint in writing to the General Manager of the hotel or village. Bear in mind that claims may be reduced or rejected if we were not given the opportunity to put matters right during your holiday.
14. You and yours
When booking, ‘you ‘ and ‘your’ refers to the person who makes the booking; ‘we’, ‘us’ or ‘our’ refers to Warner Leisure Hotels, a trading division of Bourne Leisure Ltd; ‘holiday party’ refers to those persons named on the booking and any person added at a later date; the ‘site’, ‘hotel’ ‘village’, refers to the site you have chosen for your break.
Please note that all points covered in the terms & conditions, useful information and frequently asked questions sections of this brochure also form a part of these conditions of booking. All bookings are subject to these conditions of booking and to availability.
15. Booking Online and Price Availability
Whilst we try and ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of the holiday you have purchased we will inform you as soon as possible and give you the option of reconfirming your holiday or break at the correct price or cancelling it. If we are unable to contact you we will treat the booking as cancelled. If you decide to cancel as a result of the notification and you have paid for the holiday, you will receive a full refund.
16. Warner Leisure Hotels
Bourne Holidays Limited (trading as Warner Leisure Hotels) is a company registered in England and Wales with company number 01854900, registered office: No 1, Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL.
Use of your personal information
Bourne Leisure Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act places obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully, and you are entitled to know how we intend to use any information you provide. Bourne Leisure Ltd will use the personal information that you or your travel agent provide to process your booking and provide you with your holiday. We may also need to pass your information to third party service providers such as insurance companies and travel providers. We will only correspond with the lead customer on the booking or their travel agent in respect of your booking. It’s your responsibility to inform all other members of your party what information about them you’re providing us with, and what we’ll use it for. Information about health to enable us to assist with any special needs will only be used for the specific purpose(s) for which you have provided it. Where you’ve booked your holiday through a travel agent or coach operator, or have asked us to book any additional facilities on your behalf you should also refer to the agent/service provider’s own data protection policy for details of how they will use your personal information. Bourne Leisure Ltd, and carefully selected third parties, will also:
a) use your information for internal statistical, market research and records purposes
b) share this information with other companies within the Bourne Leisure Group
c) use your information to contact you about other holidays or services brought to you by Bourne Leisure Ltd, or our trading partners.
Where we also have contact details for other people (over the age of 21) on a booking, we’ll use this information to contact them about other holidays or services brought to them by Bourne Leisure.
If you or members of your party would rather not receive this information please contact the Warner Leisure Hotels Database Team, Freepost, NAT 4162, Hemel Hempstead, Herts HP2 4BR.
To improve our online service, ‘traffic log cookies’ enable us to identify which pages are being used, by which type of customer and help us develop our website to better meet our customers’ needs. We only use this information for statistical analysis purposes, then the data is removed from the system. If you deny a traffic log cookie you’ll still be able to use our website.
Warner Leisure Hotels
PO Box 1044
1 Park Lane
Herts, HP2 4YL
Day visitor attractions
Galleries, museums, sporting facilities – we have some fantastic on-site attractions. Please be aware that some are open to the general public as well as our own guests.
We’ll always try to make your favourite ‘experiences’ happen. But as these are subject to minimum numbers, we have the right to cancel at any time. If this happens – and we really hope it won’t – we’ll do our best to contact you before you arrive and offer a full refund of your experience cost. We also have the right to substitute our hosts/experts. If you cancel your experience we have the right to keep the experience supplement where we have already organised external services.
Warner Club Licensing Laws
Lucky you! In line with gaming laws, you’ll automatically become a member of the Warner Club when you book your holiday.
We’re happy to give you loads of information about other local activities and experiences. But as these are run by third parties and bought separately, all contractual arrangements are between you and the activity provider, and you participate at your own risk.
As our evenings are all about music, dancing and having fun, our entertainment areas may be noisy, and other effects such as strobe lighting may be used. If you, or someone in your group, is affected by these, please get medical advice before your holiday.
Bodelwyddan Castle, Bembridge Coast, Lakeside and Gunton Hall have indoor bowling centres. During bowls breaks, we give priority for these facilities to guests who have paid the bowling supplement. Please request at the time of booking.
Our smoking policy is in line with all legal and health and safety requirements. Smoking is permitted in designated external areas at our hotels and villages, but is not allowed in any of the venues or room accommodation.
Guests with special needs
We don’t want to disappoint, so please call us on 0870 601 0053 to let us know of:
• any special mobility or dietary requirements
• a need to store medication
• whether anyone in your party needs to be accompanied by a Registered Assistance Dog.
We’ll tell you everything you need to know about the suitability of our facilities and will try to make reasonable adaptations, such as organising a wheelchair before you arrive (although we may charge a small fee or deposit for this). If someone in your group has special medical needs, please get medical advice before booking.
Fire safety for guests with special needs
If anyone in your group is unable to hear a fire alarm, please tell us when you book and at check in, so we can give them a safe alternative. If someone cannot use the stairs, please ask for an ‘Evacuate Friendly’ room (limited availability).
Food and drink
Feel free to nibble away all day long, but, if you’re in a public area, don’t forget you can only eat food and drink bought from your hotel or village.
Infections and contagious diseases
If you or anyone in your party has, or has recently had, a contagious illness we have the right to:
- refuse your booking
- cancel your holiday
- ask the affected person to stay in their room or leave immediately if we think it’s necessary to protect public health.
Please inform us immediately should any condition develop in a member of your party within 4 weeks of your holiday, or during it.
We like to keep things super-slick, so if you notice any damage in our hotels or villages, please tell us straightaway so we can arrange for repairs. We’ll look over your room or chalet at the end of your holiday and may charge you for any loss or damage. We also have the right to enter your room or chalet without notice when reasonable.
We want all our guests to have a happy and safe holiday. Therefore we have the right to bring your holiday to an end without compensation if we think your behaviour or the behaviour of anyone in your group might affect the enjoyment or safety of others. Guests may not bring to, or use at any Warner location any firearm, fireworks, illegal substances, offensive weapons, hazardous chemicals or any similar item.
If you, or a member of your party, causes damage to one of our hotels or villages or to another guest, we have the right to recover from you the costs of this damage, or any compensation we pay, including a pay-out to another guest.
Availability of facilities and services
Everything we offer at our hotels and villages, from your room itself to all our facilities, entertainment and experiences are subject to availability. In other words, we may need to adjust or withdraw them without notice. We’ll do everything we can to let you know before you arrive if we have to make changes, and we’ll always try to keep disruption to a minimum by carrying out refurbishments during the day. We cannot accept any liability arising from this kind of change.
We’ve checked and double-checked to make sure this brochure is accurate at the time of going to press. Photographs are taken at our hotels and villages. Layout plans and artist impressions are for illustration purposes only. Not all facilities and activities are identical at all hotels or villages.
Unfortunately no party is allowed to reproduce the contents of this brochure, or our website, including photos, without our permission or any other copyright owner.
TV filming and photography
We’re glad to say that we’re getting more and more popular. Which means we often get asked by TV and other media companies to film or take photos at our locations. We also do a lot of our own filming and photography. We try to make sure this doesn’t affect your stay and we will always tell you when filming is taking place. Please be aware of the cameras as we cannot take responsibility, or pay compensation if you happen to appear in a photograph or on film.
We may need to contact you before you arrive. If so, we’ll use the number you give us when booking and may monitor or record calls you make to us. So please make sure you give us the right details.
Your total holiday cost
To avoid confusion, please make sure you understand our pricing system. It’s really easy. The prices on individual location pages are the brochure prices available per person. These include VAT at the prevailing rate. You’ll be charged more for room upgrades, patios, sea views, dining upgrades, celebration packages, experiences, etc. And don’t forget our Holiday Protection Cancellation Plan.
All prices include VAT (where applicable). We promise that, once you’ve paid the appropriate deposit, we won’t change your holiday price (unless, of course, you change your booking). We do have the right to change the VAT element of the price if the national rate changes. Please be aware that prices may rise and fall throughout
the day based on availability. If customers enquire about a holiday very close to arrival, then this may happen even more frequently. Our brochure prices and charges may go up or down in response to changing market pressures. The prices we give are only valid at the time of booking. Any quotation you get before you subsequently go on to book may change in price. On occasions a break may include a Drinks Inclusive
supplement after you have made your original booking. On these occasions you are welcome to pay the additional supplement or change your booking at no extra charge. We will notify you of these changes.
All offers are subject to promotional availability at the time of booking and subject to specific offer terms and conditions, and exclusions apply. Also, we can withdraw our offers at any time.
If you are using Tesco vouchers to pay for all or part of your holiday, these are only valid on our latest non discounted prices, no discounts will apply. You must specify the amount of vouchers you intend to pay with at the time of booking. Bookings can only be held for 5 days whilst you send the vouchers into us. If you cancel your holiday no refunds will be given for the vouchers. For full terms and conditions please visit the Warner Leisure Hotels section of the Tesco website.
Confirmation of booking
Once your booking is confirmed we’ll send out a Confirmation of Final Balance through the post or via email, which also confirms that we’ve received your initial payment. Your contract with us is in place once your deposit or full balance has cleared and your Holiday Booking Confirmation has been sent. Please check everything carefully. If something isn’t right, please give us a call straightaway to ensure we have adequate time to rectify any of your concerns.
Paying your balance
We’ll take your deposit from the full amount, leaving a balance payable at least 10 weeks before the start of your holiday. You may have to pay the balance earlier than 10 weeks before the start of the break, depending on the promotional offer. This date is clearly shown on the confirmation we send you. We do not send out balance reminders. We do not provide VAT receipts. If you book within 10 weeks of your holiday start date full payment is due at the time of booking. We cannot accept cheques within four weeks of your holiday start date. If we do not have your payment by its due date, we will cancel your booking and you will lose any money you have already paid.