Terms and Conditions
Offer Terms and Conditions
Low deposit of £35pp applies to bookings for 2023 and 2024 breaks (except Christmas and New Year), where the holiday start date is more than 12 weeks in advance of the booking date. Full Terms and Conditions apply.
Refer a friend
£50 per room saving (£25pp based on 2 people sharing a room) applies to breaks of 3 nights or more. Single room occupants will receive £25 saving. All 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 and are only applicable on bookings up to 19 people. Offers cannot be used on bookings with Group benefits or bookings made through Coach Operators. All persons in your booking must be aged over 18 years of age. This offer is valid for 30 days.
Cheapest ferry guarantee terms and conditions
All ferry offers to the Isle of Wight are selected routes. To book a ferry online, simply select your break and your room and you will be offered the opportunity to book a return ferry prior to completing your booking. Please note that ferries cannot be booked less than 5 days in advance of your break. See more information on booking your ferry. Warner Hotels reserves the right to change or withdraw any offers without prior notice. All persons in your booking must be aged over 18 years of age. Full Terms and Conditions apply.
Save £20 per person on 7-night breaks terms and conditions
Save £10 per person on bookings of 2 to 5 rooms
Save £10 per person on small groups of 11-19 terms and conditions
Multi-book bonus terms and conditions
Coronavirus Guarantee terms and conditions
Terms and conditions
For bookings made before 20 April 2022 only
If you’ve purchased a Warner break before 20 April 2022, your Terms & Conditions remain as they were when you booked. Here is a reminder of these terms:
This Coronavirus Guarantee allows you to transfer or cancel your break within the period of 28 days and 3 days prior to arrival if the UK government imposes travel restrictions or lockdown either where you live or where the hotel you have booked is located. Please note that the Guarantee will be reactivated for you if the UK government’s advice changes significantly in the 3 days prior to arrival.
- This Coronavirus Guarantee allows you to transfer or cancel your break if, pursuant to government guidance, you are required to self-isolate within the period of 28 days up to your break start date for any of the following reasons:
- you have tested positive (lateral flow or PCR) for COVID-19;
- someone you live with has tested positive (lateral flow or PCR) for COVID-19; or
- you have been notified by Test and Trace that you have been in contact with someone who has tested positive for COVID-19.
- Please note that evidence of such positive result or notification may be required.
- As and when the government guidance changes then our Coronavirus Guarantee guidelines will change to reflect this.
- The Coronavirus Guarantee is available for 2022 breaks only.
- Warner Leisure Hotels reserves the right to change or withdraw any offers without prior notice.
- All other booking terms and conditions remain unchanged.
- If you choose to amend your break to different dates, should your new break be cheaper than your existing booking, we will use the difference as part payment for a future break, should your new break be more expensive you will need to pay the difference at time of booking.
- If you choose to cancel your break, you can only do this by calling us.
- Warner Holiday Protection is a separate offer and remains available at the same time as this Guarantee.
- The Coronavirus Guarantee is not applicable to any bookings made via a 3rd party including coach operators and online booking agency. Please contact them directly to discuss your booking.
Club Warner terms and conditions
Club Warner launched on Monday 6th August 2018. The Concierge Club and all its benefits ended on the 25th September 2018.
All registrations to Club Warner are on an individual level. Each member of the Club will have their own unique membership number. Please note from July 2022 we are phasing out sending physical cards. Cards are no longer needed on your visit. You still have your membership number and tier details (provided to you when you join or upgrade your tier) All membership benefits can be accessed by using your room card, which will be provided to you during check-in.
We aim to deliver your Club Warner membership joining details within 28 days from registration.
To start receiving any Club Benefits you need to have registered and stayed a minimum of 2 nights. Once you have stayed at least 2 nights you will be sent your membership details, but until a minimum of 2 nights are completed, you will be registered on our system for the Club, but will not be eligible for any benefits.
A guest who travels as part of a group of 20+ is eligible for a Club Warner membership if the guest is named on the group booking. You still need to register to be a member, your nights can then be added from your group booking.
Bookings made through a coach operator are NOT eligible to count towards Club membership or tier qualification.
Membership tier criteria
A silver tier member is defined as a guest that has stayed at one of our hotels for 2 to 7 nights within an 18-month period.
A gold tier member is defined as a guest that has stayed at one of our hotels for 8 to 13 nights within an 18-month period.
A platinum tier member is defined as a guest that has stayed at one of our hotels for a minimum of 14 nights within an 18-month period.
A member starts their tier level from the checkout date of their first two nights, or more, qualifying stay. As they continue to take qualifying breaks with Warner their tier start date will alter accordingly.
If registration occurs after a stay, a guest must claim their Club Warner nights using the ‘Claim Your Nights Form’ within 28 days of check-out, to add their nights to their membership. After this any breaks taken will automatically add up to 7 days from departure.
The number of nights stayed will be continually reviewed throughout the 18-month duration whereby the following rules apply:
- A member who does not maintain the minimum two-night stay criteria within an 18-month period will cease Club Warner and will not receive a new membership status until they have stayed with Warner again
- A member who books additional breaks but stays within the tier banding will continue in the same tier for an additional 18-month period. This period is defined at check-out of the most recent break taken
- A member who stays more nights during their membership period than the current tier level banding allowance will automatically move up to the appropriate tier within 7 days of checkout of the most recent break. The member will automatically be sent new membership details relating to their tier and continue in this tier for an additional 18-month period
- A member who stays less nights during their membership period than their current tier level banding allowance will automatically move down to the appropriate tier within 7 days of checkout of the most recent break. The member will automatically be sent new membership details and continue in this tier for an additional 18-month period
Nights stayed will be added onto a member’s account within 7 days, as long as they are named on their booking as per their membership. This includes the guests name and postcode. Nights will only be accrued if the guest name matches the members name used on their registration.
A silver tier member is eligible for 5% discount on hotel spend, a gold tier member is eligible for 10% discount and a Platinum tier member is eligible for 15% discount. Hotel spend is defined as retail discount on food and drink purchases in our bars and coffee shops, spa treatments booked and on spa products, plus shop purchases.
Club discount can be used on ‘shop’ purchases, excluding newspapers and selected special ranges. Ask at reception for more information. Exclusions include experiences such as afternoon tea, demos, activities, excursions or other third-party activities.
Discounts cannot be used in conjunction with any other offer and cannot be applied to the cost of a Warner Leisure Hotels break or gift voucher.
Platinum members are eligible for Entertainment Break Swap which allows a member to transfer a break outside of 12 weeks of travel without incurring an administration fee. Inside 12 weeks of travel, administration fees may apply. As a result of a break swap, where the new break is more expensive, the member will be required to pay the difference. To qualify you must be a Platinum Club Warner member at the time of the change. To qualify you must be a Platinum Club Warner member at the time of the change.
To receive discount on hotel spend, the discount must be applied at the time of purchase on a valid membership number. Discounts cannot be added to any retrospective purchases.
When a member moves between tiers their old membership details become invalid. The associated discount can only be used by the Club Warner member named on the membership details and cannot be transferred to another person.
The Concierge Club and all its benefits ended on the 25th of September 2018.
If you want to keep receiving benefits with Warner you will have to register for Club Warner via our online form, at site or over the phone.
Our guests are at the heart of everything we do, and we wanted to give you something back. So with Club Warner you start to receive benefits and your new loyalty programme after your first break of only two nights, and your stays just get more and more rewarding. It’s our way of saying thank you for your customer loyalty.
Terms and conditions
Club Warner terms and conditions operate in addition to any other terms and conditions.
We reserve the right to change membership without prior notice and to revoke membership at any time if the terms and conditions of the club are breached.
Small print: For more information call 0330 100 6636. To receive discount on hotel spend, the discount must be applied at the time of purchase on a valid membership. Discounts cannot be added to any retrospective purchases. The membership and associated discount can only be used by the Club Warner member linked to the membership number and cannot be transferred to another person. Calls to 0330 numbers are charged at the standard UK rates and will be included in any inclusive minute bundles. From time to time you may be sent information from Warner Leisure Hotels. If you do not wish to receive such information, please write to the Warner Database Team. Bourne Holidays Ltd (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.
Our First Stay Promise terms and conditions
If you are unhappy with any element of your stay with us, you must bring this to the attention of the Duty Manager on the first morning of your stay. We will try to resolve your concerns in order for you to enjoy your break with us. If we cannot and you choose to leave, then we will issue you a refund. The refund will be for the full cost of your break less the following: (1) any charges you have added to your account whilst staying at one of our properties; (2) any additional costs you have incurred whilst on holiday; (3) any additional items you have added to your booking which are delivered via a 3rd party (including but not limited to ferry charges and excursions); and (4) any transport costs that you have incurred. If your room was booked as part of a group booking, the person who made the booking on behalf of the group must make the claim. If your room was booked through a third party such as a travel agent, your refund will be sent directly to them and they will in turn refund you. Refunds will be made to the card or via the payment method you used when you paid for your booking and will be processed within 7–10 days.
Holiday Shop Exclusive On-Site terms and conditions
Over £150 daily value included terms and conditions
Full Terms and Conditions
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 book-ing; ‘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 en-sure 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.
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, including all applicable laws and government guidance. All this information can be found in promotional and marketing communications, 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.
h) Our holidays are just for adults and our minimum age is 18. We reserve the right to decline entry to persons below that age unless agreed by us in writing before arrival.
4. Brochure prices
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 marketing communications or on our website any time before booking. All our prices include VAT.
When booking your holiday, if you book more than 12 weeks prior to your holiday, you must pay a non-refundable deposit as stated at time of booking, plus any Warner Holiday Protection and supplement payments due, unless a specific offer requests full payment on booking. If you book within 12 weeks of your holiday you will need to pay the holiday price in full when you book.
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 12 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 12 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 we know that unfortunately, there could be times when you need to cancel your holiday. In the event that you need to cancel your holiday, there are some things we need to make you aware of
If you have to cancel your holiday and do not have Warner Holiday Protection then the cost of your holiday will not be refunded or transferred except where we have to cancel your holiday.
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:
- package holidays which are fully exempt under Regulation 6(1)(g); and
- hotel reservations which come under the partial exemption in Regulation 28(1)(h).
However, if you have Warner Holiday Protection and you or any members of your party are unable to travel due to sickness, redundancy, jury service or adverse weather conditions, please follow the below steps:
Call us as soon as you can.
We may ask you to send written proof of why you need to cancel such as a doctor’s certification or court notification. If so, please send a scan or photocopy of the evidence to email@example.com or visit https://support.warnerleisurehotels.co.uk/hc/en-gb/requests/new where you can request a cancellation through our automated function at least 48 hours before the start of your break.
We will then cancel your break and any money you are due to receive will be credited to your account for use when booking another break, or you can transfer your holiday to an alternative date.
As a reminder, Warner Holiday Protection offers:
If you need to cancel more than 12 weeks prior to your holiday start date:
You will be able to transfer your holiday to an alternative date, request that the money be credited to your account for use when booking another break or get a refund, less a £35 per person cancellation fee (at Christmas and New Year – £70 per person).
If you need to cancel between 1 and 12 weeks prior to your holiday start date:
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 – £70 per person) provided that you give written notice of cancellation between twelve weeks and eight days prior to your holiday start date.
If you need to cancel within 7 days prior to your holiday start date and have purchased the Warner Holiday Protection Plan:
You purchased the plan before 15 June 2023: You will be able to transfer to a different holiday start date subject to a cancellation fee of £50 per person (at Christmas and New Year – £100 per person).
You purchased the plan on or after 15 June 2023: 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 – £100 per person).
If you need to cancel due to adverse weather conditions:
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. The adverse weather condition cover is only applicable on day of travel and is subject to a cancellation fee of £50 per person (at Christmas and New Year – £160 per person).
Definition of adverse weather:
If you have Warner Holiday Protection then in circumstances where we agree that you are prevented from travelling to the site on your holiday start date due to a red weather alert issued by the Met Office (as defined here) 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. The adverse weather condition cover is only applicable on day of travel and if your journey will be affected by a red weather warning, and is subject to a cancellation fee of £50 per person (at Christmas and New Year – £160 per person).
Warner Holiday Protection can be purchased at time of booking, and up to 12 weeks before your holiday date, you cannot apply it within 12 weeks of travel, and our terms and conditions for cancellation apply.
For bookings of 1-19 guests, Warner Holiday Protection must be purchased for every person on your booking. For groups of 20+ guests, Warner Holiday protection can be added on a room-by-room basis and will only be applicable to individuals who have purchased this cover.
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
If you need to cancel your holiday for any reason other than sickness, jury service, redundancy or adverse weather, a further benefit of Warner Holiday Protection is that it covers you and/or your party for a longer period as shown below:
|Number of weeks in advance of
holiday start date
Guest has Warner Holiday Protection
|Guest does not have Warner Holiday Protection|
If you need to cancel more than 12 weeks
|Loss of deposit||Loss of deposit|
|If you need to cancel between 8 - 12 weeks
prior to your holiday start date
Loss of deposit
|If you need to cancel within 8 weeks
prior to your holiday start date
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.
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. Your Personal Information
10.1 COVID-19 and your personal Information
We are implementing a number of measures to safeguard our Guests and Team against the health threat that is being posed by COVID-19. We endeavour to maintain 'business-as-usual' to the extent allowed by our particular circumstances.
As a result of these efforts, we are implementing a number of new processes. Please see our FAQs for more information on these. This may also mean collecting and processing new types of information about you or collecting data in a new way. For example, to en-sure smooth check in process, ensure social distancing and or communicate with you if we need to, e.g. in a safeguarding situation. In all cases information collected will be limited to what is proportionate and necessary for the purpose and data protection principles will apply in the usual way.
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.
12. 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.
13. 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.
14. Comments and complaints
Any problem which arises during a holiday should be raised by the guest at the time with the hotel. If the problem is not resolved to the full satisfaction of the guest during the holiday, it is essential that to enable the complaint to be investigated properly, it must be notified to our central Guest Experience Team, via our online contact form, at the earliest opportunity thereafter and in any event no later than 28 days after the guest’s return from their holiday. If we aren’t given the opportunity to resolve your complaint whilst you are on holiday, we may not be able to fully investigate any feedback on your return and claims may be rejected.
Failure to report the complaint within this time may adversely affect Warner‘s ability to investigate and deal with it and may prejudice any future claim.
Please note, the correspondence must be from the lead booker on the confirmation. Please remember to include your booking reference number and contact details.
15. 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.
16. 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.
17. 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. Prices cannot be combined with group benefits.. Other room supplements such as upgrades, patio, view, new room, suite, balcony, or large rooms are chargeable at a supplement cost and will be added to the cost of your holiday as relevant. Prices are correct at time of publishing on our website.
Offers are based on current prices and include all discounts. 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. A small selection of dates are not available on these offers, including Christmas and New Year. The number of rooms at these prices will vary by break and could be extremely limited. If there is no availability at this rate then you will be offered the next best rate. All persons in your booking must be aged over 18 years of age. Warner Leisure Hotels reserve the right to change or withdraw any offers without prior notice. All holidays booked within 12 weeks of the chosen holiday start date will have to be paid in full at time of booking.
All of our rooms are booked on a first come, first served basis. As time goes on, and the rooms sell out, the price of our breaks will increase.
Group saving of £10 per person are applicable to small groups of 3-19 people and cannot be re-deemed online.
Wightlink ferry crossings best rate guaranteed ferry price – We provide the latest available price at time of booking. If you can find your chosen crossing cheaper (i.e. date, time, number of passengers, cars) we’ll match the price on production of a valid quote or receipt showing the details.
18. Warner Wi-Fi
Device exclusions apply. Only devices with a web browser and ability to connect to a public service are able to access the network: please check your device for compatibility. All connections to the Free service will be subject to a 'fair usage' policy.
19. My Warner Stay
All dining time slots and products are subject to availability. Dining reservations can be made up to 48 hours before arrival. Guests not booked in advance will be allocated dining times at the hotel. The Contact Centre and hotel teams are unable to make amends by phone on behalf of guests. Warner cannot guarantee any previous special requests or group social dining requests. The hotel teams will do their best to accommodate your request, but we cannot guarantee seating will be together. Excursions and spa treatments are subject to our cancellation policy: please give at least 72 hours' notice if you need to cancel. Please note that there is a 50% cancellation fee if less than 72 hours' notice is given and for cancellations with less than 48 hours' notice a 100% fee is charged. The operation of an Excursion is subject to achieving a minimum number to operate and may be cancelled if this is not met. Guests will be notified if an Excursion is to be cancelled and will be refunded or not charged as applicable.
19a. My Warner Serve App
Mobile application terms and conditions of use: My Warner Serve app (‘the app’)
- The My Warner Serve app mobile application software (app) hosted on the Apple iTunes App Store (Apple devices) or the Google Play store (Android devices) (the ‘App Site’), once you have downloaded a copy of the app onto your mobile telephone or handheld device (the ‘Device’).
- Any of the services accessible through the app (the ‘Services’).
2. In order to utilise the app and/or its Services, the following user requirements must be met: i. The user must be over 18 in order to download and use the App. ii. If alcoholic or age-restricted products are purchased, the purchaser and any intended consumer must be over 18 and able to provide valid ID, on request. If no valid ID can be shown then no refund will be applicable. Valid forms of ID are passport and driving licence only. iii. The app requires a PayPal account or suitable payment card to process. iv. Admission and service at licensed premises are subject to licensing laws.
3. Challenge 25 – if you are lucky enough to look under 25 don’t be offended if we ask you for ID when delivering drinks
4. We accept no responsibility for any damage or data loss caused to your device as a result of downloading the app. In the case of ‘jail-broken’ phones – owing to the compromised security as a result of the ‘jail-breaking’, there is a real risk of data breach.
5. It is at the manager’s sole discretion to refuse service to any individual or to make any other decision which is aimed at promoting or adhering to the licensing objectives, including promoting any internal or venue specific policies/procedures.
6. All products and offers are subject to availability. Alternative products or refunds may be offered, where appropriate, at the manager’s discretion.
7. If you require information regarding the presence of allergens in any of our food or drink please ask a member of our team before placing your order even if you have dined with us previously. We take great care to prevent cross-contamination when preparing your food, however, please be aware that all our dishes are prepared in kitchens where all known allergens are present, therefore we cannot guarantee that any food item is completely free from allergens. As we use other foods containing gluten in our kitchens we cannot declare or guarantee that any of our dishes are gluten free. Full allergen information on the ingredients in the food we serve is available upon request – please speak to a member of the team for assistance when ordering. Our menu descriptions do not list all ingredients, please advise the team of any dietary requirements when ordering.
8. If you experience technical issues when using the app (for example, if the app screen freezes, payment is interrupted or you are charged twice for the same order), these may be resolved by speaking to a team member.
9. If your order is refunded, owing to product/offer availability or as a customer service goodwill gesture, it will usually be processed in the following way – through the venue's till, with the funds being returned to the card within 48 hours.
10. We apologise but it is not possible to amend or cancel orders, once placed.
Excursion departure times may be subject to change and the published duration is approximate. The order of advertised sites may vary, and the itineraries may operate in reverse order to that described.
Changes to this information
All excursion details and information we provide are correct at the time of distribution but are however subject to change. In the event of significant changes, we will endeavour to advise you in advance where possible. The imagery used for the Excursions depicts typical locations and is not specific to what may be experienced.
Refunds and Cancellations
For Excursions, please give us at least 72 hours’ notice if you need to cancel. Please note that there is a 50% cancellation fee if less than 72 hours’ notice is given and for cancellations with less than 48 hours’ notice a 100% fee is charged. The operation of an Excursion is subject to achieving a minimum number to operate and may be cancelled if this is not met. Guests will be notified if an Excursion is to be cancelled and will be refunded or not charged as applicable.
It is highly recommended to ensure your travel insurance extends to cover the specified activity where applicable. It is your responsibility to obtain the adequate insurance.
Guests are asked to take care when boarding and disembarking vehicles particularly bearing in mind that some vehicles have high steps. Guests should always remain seated whilst the vehicle is in motion. Seatbelts, where provided, should be worn at all times. Unless resulting from our negligence, we are not responsible and will not accept any liability for any loss, damage or injury to a guest entering or leaving the vehicle or leaving their seat whilst the vehicle is in motion. For everyone’s comfort smoking is not permitted aboard any sightseeing vehicle and guests are requested to switch off mobile telephones. Hot food or drinks are not permitted, and neither is the consumption of alcohol. Guests are responsible for all personal belongings taken on board a vehicle, as we are unable to guarantee the return of any lost items and will not be liable for any loss or damage (unless resulting from our negligence). We reserve the right to charge an administration fee for the return of any lost items. The vehicle type may vary depending on the final number of guests being carried.
In the event of damage to a vehicle caused by a guest, the full repair costs including parts and labour along with a £75 administration fee will be payable by the guest plus VAT as appropriate.
21. Damage to property
We shall be entitled to charge you for any costs or expenses incurred because of any breakage or damage or a failure by you to leave your accommodation in a clean and tidy condition. We reserve the right to charge you for any extra cleaning, missing items, or damage. We reserve the right to enter your accommodation at a reasonable time (and on reasonable notice), for example, to make checks on damage reported, maintenance work or housekeeping. Your occupation is not exclusive.
The lead booker will be liable for all damage caused by him/her and/or their guests within the hotel and shall bear all costs arising from such damage.
22. Your Health Matters
The chance of catching Norovirus whilst on holiday with us is quite small. We have very detailed Norovirus procedures which have been developed using the very best advice from medical experts. We have high standards of routine cleaning and sanitising and an enhanced environmental sanitising programme if cases of illness occur. We train every one of our Team Members to recognise signs of illness and how to react. If cases of illness occur, we also work closely with the UK Health Security Agency.
Please read our guide to Norovirus for more information