Terms and Conditions

Offer Terms and Conditions

Two night breaks from £99 per person, per break

Offer Terms and Conditions 
Two night breaks from £99 per person, per break is based on 2 people sharing accommodation and only applicable on bookings up to 19 people. Saving cannot be used on bookings with Group benefits or bookings made through Coach Operators. Full Terms and Conditions apply.

Early bird savings Terms and Conditions

Offer Terms and Conditions:
Savings of up to 50% will vary by break and could be extremely limited. Discounts apply to accommodation only and dining choices are not discounted. Supplements apply on selected room features such as patios, balconies, views and new rooms and will not be discounted as part of this offer. Offers apply to new bookings only and are subject to promotional availability which is reviewed daily and cannot be combined with any other offer or discount. Offers cannot be used on bookings with Group benefits or bookings made through Coach Operators. Offer excludes a small handful of breaks including Christmas and New Year breaks. Breaks with no single supplement are limited, with a maximum of 2 per booking and if a single room is available this will be allocated first. £20 off 7 night breaks is per person. Low deposit applies up to 10 weeks before the start of your break. Some breaks are selected Drinks Inclusive from 6pm to midnight. Discounts or offers are not applicable to the Drinks Inclusive supplement of £55 per person. Warner Leisure Hotels reserves the right to change or withdraw any offers without prior notice.Full terms and conditions apply as stated in the current Warner Leisure Hotels brochure and online. All persons in your booking must be aged over 21 years of age. Calls to 033 numbers are charged at the standard UK rates and will be included in any inclusive minute bundles. Bourne Holidays Limited (trading as Warner Leisure Hotels) is a company registered in England and Wales with company number 01854900 whose registered office is 1 Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL.

Web exclusive savings Terms and Conditions

Offer Terms and Conditions:
Exclusive Online Web Savings is £10 per room and is valid on all bookings made online only on 3 nights or more. Offer ends 31 January 2017.
These offers are in addition to any discount available at time of booking. Saving is available on new bookings only and cannot be used against an existing booking. Saving is per room based on 2 people sharing and only applicable on bookings up to 19 people. Saving cannot be used on bookings with Group benefits or bookings made through Coach Operators. Full Terms and Conditions apply.

Your 2017 Brochure Offer Terms and Conditions

Offer Terms and Conditions:
*Save up to 50% is based on 1,000 of selected breaks throughout 2017 on 3 nights or more.
†Low deposit is based on new bookings into 2017 only on 3 nights or more and excludes Christmas and New Year breaks. A cash alternative of the £30 is not available and cannot be exchanged for goods and services at Warner locations.
‡Exclusive Online Web Savings is £10 per room and is valid on all bookings made online only on 3 nights or more.
These offers expire on 31 January 2017 and are in addition to any discount available at time of booking. Saving is available on new bookings only and cannot be used against an existing booking. Offer excludes a small handful of breaks including Christmas and New Year breaks and is only valid on breaks of 3 nights or more. Saving is per room based on 2 people sharing and only applicable on bookings up to 19 people. Saving cannot be used on bookings with Group benefits or bookings made through Coach Operators. Full terms and conditions apply as stated in the current Warner Leisure Hotels brochure and online. Bourne Holidays Limited (trading as Warner Leisure Hotels is a company registered in England and Wales with company number 01854900 whose registered office is 1 Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL.

The following Terms and Conditions along with the ‘frequently asked questions’ and ‘useful information’ sections on our website (together with the ‘conditions of booking’) will apply to your booking.

Our conditions of booking are reviewed from time to time. When we do this, we may make changes to the conditions of booking so that they are as up-to-date as possible. The conditions of booking in force at the time when you make your booking are those that apply to your booking, unless we provide you with a copy of our new conditions of booking. Please remember to read and check the conditions of booking each time you make a booking with us as they may have changed since your last booking. 

All bookings are subject to the conditions of booking and to availability.

1. Defined terms

In the conditions of booking, ‘you ‘ and ‘your’ refers to the person who makes the booking; ‘we’, ‘us’, ‘our’ or ‘Warner’ refers to Warner Leisure Hotels, a trading division of Bourne Holidays Limited a company registered in England and Wales with company number 01854900, registered office: No 1, Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL. Bourne Holidays Limited is a wholly owned subsidiary of Bourne Leisure Limited a company registered in England and Wales with company number 04011660, registered office: No 1, Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL; ‘holiday party’ or ‘party’ refers to those persons named on the booking confirmation and any person added at a later date; the ‘site’, ‘hotel’, ‘village’, refers to the site you have chosen for your holiday.

2. The holiday contract

A contract between you and Warner (‘our agreement’) will exist when any of the following ‘booking conditions’ are met:
a) we receive your deposit payment and issue our written confirmation of your booking; or 
b) when booking by telephone or online, we inform you that your booking is confirmed; or
c) when booking in person at a travel agent, your travel agent tells you that your booking is confirmed.

Our agreement binds you and all the members of your party. It is your responsibility to ensure that all members of your party are made aware of and accept the conditions of booking. When you make a booking you guarantee that you have the authority to accept and do accept the terms of the conditions of booking on behalf of your party. Failure by you and/or members of your party to comply with these terms may lead to termination of our agreement, and loss of the booking.

3. General

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) You and members of your party must abide by the rules of your hotel or village at all times. All this information can be found in the contents of the current brochure, the holiday booking confirmation and the conditions of booking.
c) Our agreement is governed by English Law and we both agree to the exclusive jurisdiction of the English Courts.
d) If any part of our agreement is deemed void by law, the remainder will continue in full force and effect.
e) We specifically draw your attention to part 12 of these conditions of booking (Limitation of liability)
f) All bookings are subject to availability.
g) All guests resident in the UK are required to appear on the Electoral Roll, guests from outside the UK may be required to produce their residential address (such as a bank or credit card statement no more than 3 months old) and an item of photographic identification such as a passport or driving licence.

4. Brochure prices and VAT

We promise that the price of your holiday will be the current price at the time of your booking as agreed and shown on your holiday booking confirmation, plus any Warner Holiday Protection and supplements chosen. We reserve the right to change the price of any of the holidays shown in our brochure or on our website any time before booking. All our prices include VAT. 

5. Deposits

When booking your holiday you must pay a non-refundable deposit as stated at time of booking, plus any Warner Holiday Protection, insurance and supplement payments due. If you book within 10 weeks of your holiday you will need to pay the holiday price in full when you book or sooner if a specific offer requests full payment on booking. We can only accept cheques up to four weeks before your holiday start date.

6. 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 in writing at least 10 weeks before your holiday start date. Changes are subject to availability and are subject to an administration charge of £35 per person and any further cost that we incur in making the change to your booking. If you have to make a substantial change to your holiday 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.

7. What if you need to cancel your holiday?

We really hope it doesn’t come to this, but it might be a good idea to include Warner Holiday Protection to protect against cancellations. Warner Holiday Protection protects against a cancellation in the event that you or any members of your party are unable to travel due to sickness, redundancy, jury service or adverse weather conditions such as snow up until your day of arrival. If you have holiday insurance, cancellation payments may be refunded by your insurance company, subject to the terms and conditions of your policy and the charges listed below.

Please note that the consumer cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply in the case of:

(a) package holidays which are fully exempt under Regulation 6(1)(g); and
(b) hotel reservations which come under the partial exemption in Regulation 28(1)(h).

Please remember holidays not protected by Warner Holiday Protection will not be refunded or transferred except where we have to cancel them.

Cancelling due to illness, redundancy or jury service:

If you have Warner Holiday Protection, you will need to write to us or call us to notify us that you and/or a member of your party wish to cancel your booking due to illness, redundancy or jury service.  You will need to provide us with documentary evidence in respect of your/their sickness, redundancy and jury service (including a doctor’s certificate / letter or a notification from court or employer). On receipt of such written notification and documentary evidence, we will cancel your booking and any payments you’ve made for your booking will be transferred to a date of your choice within 12 months of the cancellation start date. All cancelled bookings are subject to the following:

Cancelling more than 10 weeks prior to your holiday start date if you have Warner Holiday Protection:

At your option, you will be able to transfer your holiday to an alternative date or get a refund, less a £35 per person cancellation fee (at Christmas and New Year – £80 per person).

Cancelling less than 10 weeks prior to your holiday start date if you have Warner Holiday Protection:

You will be able to transfer to a different holiday start date subject to a cancellation fee of £35 per person (at Christmas and New Year – £80 per person) provided that you give written notice of cancellation between ten weeks and eight days prior to your holiday start date. If we receive your notice less than seven days before your holiday start date, the cancellation fee will be £80 per person (at Christmas and New Year – £125 per person).

Cancelling due to adverse weather conditions:

If you have Warner Holiday Protection covering adverse weather conditions, then in circumstances where we agree that you are prevented from travelling to the site on your holiday start date due to adverse weather conditions, any payments you’ve made for your booking may be transferred to an alternative holiday start date within the next six months following your original holiday start date. Any such substitute holiday start date must be booked with us within four weeks of the original holiday start date.

Definition of adverse weather:

If you have Warner Holiday Protection covering adverse weather conditions, then in circumstances where we agree that you are prevented from travelling to the site on your holiday start date due to adverse weather conditions, any payments you’ve made for your booking may be transferred to an alternative holiday start date within the next six months following your original holiday start date. Any such substitute holiday start date must be booked with us within four weeks of the original holiday start date.

  • www.bbc.co.uk
  • www.rac.co.uk
  • www.theaa.com
  • Relevant police area website
  • www.highways.gov.uk (government highways agency)

The adverse weather condition cover is only applicable on day of travel and is subject to a cancellation fee of £80 per person (at Christmas and New Year – £125 per person).

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 0330 100 3354 (open Monday-Friday, 9am-5pm).

8. Cancellation for any other reason and cancellation charges 

The Warner Holiday Protection also covers you and/or your party for cancellations due to any reasons other than sickness, jury service, redundancy and adverse weather. In this case, any refund will be subject to the sliding scale below:

Number of days in advance of holiday start date: Cancellation charge payable

70 days or more: Deposit paid and any supplement costs
69 - 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

To make a cancellation contact our Customer Care Team on 0330 100 3354† or write to the Customer Care Team:

Warner Leisure Hotels
1 Park Lane
Hemel Hempstead
Hertfordshire
HP2 4YL

All cancellations are subject to a cancellation fee shown below.

Cancellation fees

If you wish to cancel your holiday and are covered by Warner Holiday Protection and we are in receipt of the appropriate doctor’s certificate or letter, employer’s or court notification, the following cancellation fees will apply:

All dates except Christmas and New Year 
More than 7 days before departure - £35 per person
Within 7 days of departure - £80 per person

Christmas and New Year
More than 7 days before departure - £80 per person
Within 7 days of departure - £125 per person

Ferry charges are non-refundable and non-transferable where cancellation is advised on or after the holiday arrival date. For adverse weather cover the following cancellation fees will apply:
Day of arrival: £80 per person
Day of arrival for Christmas and 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.

Please remember holidays not covered by Warner Holiday Protection will not be refunded or transferred.

9. If we cancel or change your holiday

In the unlikely event that we need to cancel or significantly change your booking, we’ll let you know as soon as possible. Unless this is due to unusual or unforeseeable circumstances beyond our control, you will be entitled to choose between the following options:

a) a replacement holiday of a standard comparable to that booked and of the same value paid;
b) a replacement holiday of lesser value together with a payment of the difference by us;
c) a replacement holiday of higher value with a payment of the difference by yourself; or
d) a full refund.

Compensation

Subject to clause 12, if we cancel or make a significant change to your booking, we will pay compensation for any provable loss except where the major change or cancellation arises due to events beyond our control.

Events beyond our control

We will not be liable to you in any way or pay you compensation if we have to cancel or change your booking in any way because of unusual or unforeseeable circumstances beyond our control. These can include, for example, war, riot, industrial dispute, terrorist activity and its consequences, natural or nuclear disaster, fire, adverse weather conditions, epidemics and pandemics, unavoidable technical problems with transport.

10. Re-selling

If you have plans to re-sell your holiday, please ask us when you book. Without this information we will be unable to issue a VAT invoice, under the Tour Operators Margin Scheme which we account for our VAT. If you want to be an agent for Warner, please ring our Customer Care Team and ask for our Agency Sales Team.

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 and shall not be liable for delays, cancellations and/or other consequences and any resulting loss or damage which is due to the actions or omissions of such third party service operators.

12. Limitation of liability

If our contract is not performed or is improperly performed by us we will pay you appropriate compensation if this has affected the enjoyment of your holiday. However we will not be liable to you for any indirect or consequential loss or where any failure in the performance of the contract is due to:

(a) you or a third party unconnected with the provision of your booking;
(b) unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised; or
(c) an event which we or our suppliers, even with all due care, could not foresee or forestall. 

Our liability, except in the circumstances set out in the remainder of this clause 12, shall be limited to a maximum of two times the price of your booking.

We do not exclude or limit in any way our liability for:

(a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
(b) fraud or fraudulent misrepresentation; or
(c) any other liability which may not be limited under any applicable law.

13. Comments and complaints

If you’re not happy please tell your hotel or village manager as soon as possible. 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. Claims may be reduced or rejected if we were not given the opportunity to put matters right during your holiday.

14. Electric scooters and wheelchairs

We welcome guests who are Blue Badge holders to bring their mobility scooter to use during their stay. If you use a scooter or wheelchair for normal use we suggest a ground floor room be requested at time of booking. If you choose an upper floor room or your vehicle is over 70cm wide you will need to book a ‘Wheelchair Accessible Room’. In all cases wheelchairs and scooters must be stored inside your room. Only 4mph pavement vehicles are permitted within our buildings and you must hold Public Liability Scooter Insurance. You are responsible for ensuring that you are capable of safely operating your mobility scooter and for the security of your mobility scooter during your holiday. We accept no liability for any accident, loss or damage to you or your mobility scooter, except to the extent that such loss or damage arises from our negligence or the negligence of our employees, agents or subcontractors.

15. Security of your personal belongings

Please note that your personal belongings are your responsibility during your holiday. We accept no liability for any accident, loss or damage to your belongings except to the extent that such accident, loss or damage arises from our negligence or the negligence of our employees, agents or subcontractors. We recommend that you take out appropriate holiday insurance to cover your belongings during your holiday.

16. Offers and pricing
 
All our pricing and offers are based on two people sharing Standard accommodation and are only applicable on bookings for up to 19 people. Brochure prices cannot be combined with group benefits. Prices include Simply Dine. Discounts apply to the standard room element of your break
only. Other room supplements such as upgrades, patio, view, new room, suite, balcony, large room are non-discountable and will be added to the cost of your holiday as relevant. Some breaks are selected Drinks Inclusive breaks from 6pm to midnight with a £55 supplement. Discounts or offers are not applicable to the Drinks Inclusive supplement of £55 per person. All offer breaks apply to new bookings only, are subject to promotional availability which is reviewed daily and cannot be combined with any other offer or discount. All persons in your booking must be aged over 21 years of age. Warner Leisure Hotels reserve the right to change or withdraw any offers without prior notice. All holidays booked within 10 weeks of the chosen holiday start date will have to be paid in full at time of booking. Offers are based on current prices and include all discounts. 

Prices for Warner breaks will fluctuate throughout the day based on the demand for that particular break, in that particular grade of accommodation and at that particular hotel or village. Therefore, when calling or going online prices may change. If guests book their holiday very close to arrival then this will occur on a much more frequent basis. Therefore, it is advisable to book early. Guests are reminded that the prices displayed in our brochure are for example purposes only, they are subject to change and may go up or down in response to changing market pressures. Prices given are only valid at the time of booking. Any quotation obtained prior to booking is subject to change.

Best rate guaranteed £50 ferry price - If you can find your chosen crossing cheaper (ie: date, time, number of passengers, cars) we’ll match the price on production of a valid quote or receipt showing the details. 

For a copy of our current published prices please download our full price list.

17. Concierge Club benefits

Concierge Club benefits are only available to qualifying members who were invited to join the Concierge Club. When booking at one of our locations whilst you are still on holiday with us we will give you savings of 50% on Signature rooms at our Hotels and Standard chalets at our Villages, with just a few exclusions and is subject to availability. Where this 50% is not available, we will give you our next best available price. The Double the Difference price guarantee is based on you finding the exact same break at a better price within 28 days of booking. The five day no quibble free date change only applies within 5 days of you returning home. Your Concierge Club savings apply to all 3 night weekend, 4 night midweek and 7 night breaks, with just a few exceptions, including Exclusive Club Breaks, Christmas and New Year break. AllConcierge Club savings will be reviewed regularly and Warner Leisure Hotels reserve the right to change or withdraw any dates or offer at anytime without prior notice. Extra £10 per person savings apply to 3 and 4 night breaks £20 per person for 7 night breaks. Concierge Club savings apply for up to 19 guests. Your Concierge Club savings can be used in conjunction with other offers, but some exclusion will apply. You 10% discount is only applicable when using a charge card. We will always endeavour to give you the best price available at the time, should any other new offers become available. Savings and prices are always based on two people sharing Standard accommodation unless otherwise stated. All offer breaks are from prices and are subject to promotional availability, which is reviewed daily, for new bookings only and cannot be combined with any other offer. Savings are off current Warner Leisure Hotels brochure prices and discounts apply to your room price. Bookings via third parties do not count towards membership qualification. Some exclusions apply to the 10% loyalty saving. Snow Guarantee and Holiday Protection Plan may be subject to an administration fee. All breaks are subject to the full Terms and Conditions as stated in the current Warner Leisure Hotels brochure. Bourne Holidays Limited (trading as Warner Leisure Hotels) is a company registered in England and Wales with company number 01854900 whose registered office is 1 Park Lane, Hemel Hempstead, Hertfordshire, HP2 4YL. All breaks are subject to the full Terms and Conditions.