Booking Terms and Conditions (without travel arrangements)
HOW TO BOOK
A) Select your Break and date from our Brochure and carefully read these Booking Terms and Conditions as you will be asked to confirm that you accept them at the time of making your Reservation.
B) Call 0333 3207 465 or ask at Reception and we will guide you through making your reservation.
C) The person making the reservation must be aged 18 or over and have the authority of all persons named on the reservation to commit them to these Terms and Conditions.
D) You may pay the deposit by Debit, Credit Card or Cheque, this is due immediately you confirm your reservation. If you are making a reservation within 56 days of the start of your holiday, full payment is due.
Due to credit card transaction charges, where you choose to pay by credit card a charge of 1.5% will be made in respect of each payment made. There is no charge for debit cards.
A deposit is required to be paid for every adult (16 years or above) on the booking. £30 on Breaks of less than three nights in duration, £40 on all other breaks. The deposit paid (or due) will be shown on your confirmation. We strongly recommend Potters Cancellation Protection for your peace of mind and you will be asked to accept or decline this at the time of confirming your reservation. As Cancellation Protection cover is effective immediately your reservation is confirmed, premiums are never refunded. Please see Cancellation Protection details on this page and note that Deposits are not covered and therefore not refundable.
Balance of Holiday Cost
The balance of the holiday cost (Break charges, plus Cancellation Protection, accommodation or other supplements and additional chargeable items, less any deposits paid) will be detailed on your Holiday confirmation that we will send you. The balance of your holiday cost must reach us not later than 8 weeks (56 days) prior to the start of your holiday. Reminders are not sent so please keep your confirmation in a safe place. If the balance of your holiday is not received in full by this date we reserve the right to treat your reservation as cancelled and to apply the cancellation charges set out in the ‘Cancellation By You’ paragraph. If your reservation is made within 56 days of the start of your holiday the balance is due immediately. Within 14 days of arrival Debit or Credit Card payment is required at the time of making your reservation.
Payment of Holiday
If payment is made by cheque or postal order, these must be made payable to ‘Potters Leisure Ltd’. Payment may also be made using most Debit Cards or Visa and Mastercard Credit Cards. At the time of making your reservation or at anytime before the balance is due you may give Potters the authority to debit your Debit or Credit Card with any outstanding balance automatically on the day the balance is due.
Due to credit card transaction charges, where you choose to pay by credit card a charge of 1.5% will be made in respect of each payment made. The charge for American Express card payments is 3%. There is no charge for debit cards.
Confirmation of Booking and Your Contract
When you make your reservation by telephone you will be required to confirm your booking and by doing so you will be entering into a Contract with Potters Leisure Limited and these Booking Terms & Conditions will apply. For legal reasons it is a requirement that you agree to temporary membership of Potters Residential Club, Squash & Social Club which is automatically included for the duration of your holiday. If for any reason in the future you have to cancel your reservation cancellation charges will be incurred. In all cancellation circumstances the deposit payment is forfeited. This contract is governed by English Law and is subject to the exclusive jurisdiction of the Courts of England and Wales.
On receipt of your deposit, we will send you written confirmation of your reservation.
The prices shown on this website supersede and update all previous publications. All prices are per person for the duration shown, occupying standard bungalow accommodation and are inclusive of VAT at the prevailing rate. We reserve the right to alter all prices at any time before confirming your reservation. The price of your holiday shown on your confirmation (Break charges, plus Cancellation Protection, accommodation, other supplements and addition chargeable items) will not be changed except through governmental action (e.g. an increase in the rate of VAT).
Any promotional discounts published by Potters Resort cannot be used against any existing bookings. Promotion discounts can only be used by the person they have been sent to and are not to be used in conjunction with any other offer. If a promotion discount code is published, the code is to be mentioned at the time of booking, discount cannot be adjusted at a later date. All offers are subject to promotion availability rate and we reserve the right to withdraw or amend without prior notice.
Your accommodation is serviced on a regular basis by our friendly team of housekeepers, to ensure you experience the highest standards of comfort during your stay. All accommodation features en-suite facilities, central heating, colour television with selected satellite channels, tea / coffee making facilities, Guest Soap and towels.
Amendments to Your Reservation
After your confirmation has been issued you may wish to make some amendments to your reservation. We will try to meet with your request; however a charge of £6 per person per amendment will be made. Where major amendments (change of date or duration), are made within 56 days of the start date of your holiday, this will be treated as a cancellation and subject to the ‘Cancellation Charges’ shown.
Cancellation by You
It may be necessary for you to cancel your holiday. In the majority of cases your Cancellation Protection, if taken, will cover the payments arising from cancellation. In the event of cancellation your Deposit, Cancellation Protection premiums are not refundable. If you cancel within 56 days of the start of your holiday and have not taken Cancellation Protection you will remain liable to pay the full holiday cost.
Cancellation (by You) Charges
The following charges apply to all cancellations by you:
Cancellation up to 56 days prior to the holiday date: Loss of deposit and Cancellation Protection.
Cancellation within 56 days of the holiday date: Total Holiday Cost (Break charges, plus Cancellation Protection, accommodation or other supplements and additional chargeable items). If you have taken Cancellation Protection these charges may be refundable see Cancellation Protection Detail Section.
Cancellation After Start of Holiday
Where a guest detailed on your Reservation has to cancel their holiday after commencement due to any reason refunds are not given. If you have taken Cancellation Protection please see ‘CANCELLATION AFTER START OF YOUR HOLIDAY’.
If We Change Your Reservation
Very occasionally, it may be necessary for us to make changes to holiday details and to our brochure both before and after your reservation has been confirmed. As this is usually the result of circumstances totally outside of our control, we must reserve the right to do so. Most changes will be of minor nature. If however there is a particular service or facility that you require or anything which you feel is a major reason for selecting the particular Potters Holiday you are requested within our policy of ‘Fair Trading’, to confirm with our office in writing at any time prior to arrival, that that particular service or facility is available for your holiday date. We undertake to acknowledge in writing all such requests. Should you not make any such request in writing, it is contractually agreed that the provision of any such service or facility is a minor part of your overall Potters Holiday. In the rare event of our having to make a major change, we will notify you as soon as possible. We will then offer you the choice of:
A) Accepting the changed arrangements or
B) Purchasing an alternative holiday, if available, (and paying or receiving a refund in respect of any price difference) or
C) Cancelling your holiday and receiving a full and prompt refund of all monies paid. If you choose A or B we may pay you compensation as shown below. If you choose C we will refund all the money you have paid to us plus compensation shown below. However, in no case will we pay compensation if the major change is made as a result of unusual and unforeseen circumstances beyond our control, e.g. natural disasters, fire, industrial disputes, technical problems, bad weather, acts of government, the consequences of which we could not have avoided even with all due care.
Period before arrival date within which
- a major change is notified to you: - Compensation per Adult
- More than 42 days: - NIL
- 0 – 42 days: - £5 on holidays less than 7 nights / £10 on all other holidays.
No compensation is payable in respect of minor changes. We further regret we cannot be responsible for any costs and expenses you may incur as a result of any change.
If We Cancel Your Holiday
Very rarely we may find it necessary to cancel holidays and we must reserve the right to do so. However, we will only cancel holidays if:
A) You fail to make payment in full and on time
B) If we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or
C) It is possible we may cancel a particular holiday if we have sold insufficient capacity of available accommodation to enable that holiday to be operated within an acceptable standard of both atmosphere and viability. In the event of cancellation (other than due to your default in payment) we would then return to you all money you have paid us, or will offer you an alternative holiday of comparable standard. Whichever you choose, we will pay compensation as shown above. No liability for any other costs which may arise from such cancellations can be accepted by us.
D) We are continually refurbishing and updating the Resort with new facilities and accommodation. Sometimes it is unavoidable that these plans will affect holidays booked in advance and accepted in good faith at the time of booking. Where this causes a change to your holiday we will endeavor to inform you with as much notice as possible and offer you alternative accommodation or alternative dates, or if necessary we maybe forced to cancel your holiday with us. In this unlikely event a full refund of all monies paid will be made to the party leader. Potters Leisure Ltd cannot be held liable for any 3rd party and/or any other expenses associated with any cancellations howsoever caused.
Policy of Fair Trading
We take every care to ensure that the details of our brochure are accurate with regard to the descriptions of the services and facilities available or planned to be available at Potters. The operation of Potters is subject to legislation and guidelines laid down by the ‘Health & Safety Executive’ and Local Authorities and their codes of practice. We accordingly reserve the right to adjust our services in order to meet these standards. All photographs used in our brochures are intended for general guidance only. It is possible that in some circumstances, some accommodation or a particular facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside of our control. We therefore reserve the right to make such alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay any compensation for any inconvenience caused. However, see ‘IF WE CHANGE YOUR RESERVATION’ section.
The incredible demands of Potters entertainments programme means we cannot guarantee that any individual principal in the Potters Theatre Company or Mark Brewer will be able to appear on every show or on every Break. All reservations are accepted under the condition that while artistes featured have been contracted in good faith, prior to publication of the brochure, should unforeseen circumstances arise beyond our control Potters reserve the right to substitute another act/artist without prior notice or refund. Any compensation payments due to change of visiting acts/ entertainment will be made at the discretion of ‘Potters Leisure Ltd.’ and in all cases will be limited to an amount equal to the fee which the original artiste was contracted, less the amount due to be paid to a replacement artiste (if any) and the resulting figure shared equally amongst the number of full paying bona fide adult guests resident when the non-appearance occurred.
For the purpose of calculating compensation, all figures will be net of VAT.
Because we want to make sure we’re doing a good job, we may monitor or record our calls. We hope you don’t mind.
We sincerely hope you will not encounter any problems during your holiday, but in the unlikely event that you do, you must notify us immediately. Most problems are capable of being remedied on the spot and we will do our best to ensure they are. Should however, you remain unhappy, you must put an unresolved complaint in writing to us within 28 days of the end of your holiday addressed to The Guest Services Manager. We will then investigate the matter so that an amicable resolution can be reached if at all possible. We regret we cannot accept liability if you have not notified us in accordance with these Booking Terms and Conditions.
CANCELLATION PROTECTION: Potters Leisure Cancellation Protection Premiums are £7.50 per adult aged 16 and over. Children are free of charge when accompanied by a protected adult. The premium is due at the time cover is confirmed however this is not collected until the balance is paid. It is your responsibility to request cover and the premium due will be shown separately on your holiday confirmation.
COVER PROVIDED: Cancellation and Curtailment. In the event of cancellation of the holiday for any of the following reasons, i.e. sickness, compulsory quarantine, injury, death or redundancy, all monies except the Deposit and Cancellation Protection premium will be refunded. In all cases where a claim arises, supporting medical/redundancy notice must be given and all cancellations must be confirmed in writing. Should guests require additional cover in respect of Personal Luggage, Money, Accident, Travel etc they must make their own arrangements.
CANCELLATION AFTER START OF HOLIDAY: Where a guest detailed on your Reservation has to cancel their holiday after commencement due to hospitalisation and the Cancellation Protection has been paid, a refund may be made to that guest for the proportion of the holiday that is lost. The amount refunded will be at the discretion of Potters Leisure Ltd. No claim can arise from self inflicted curtailment such as excessive alcohol consumption.
Your Resort Pass provides Resort wide access and proof of residency. In addition, it can also be used as a payment card for the duration of your stay. Please see reception to open an account. Please keep your card safe and ask reception to authorise it each time you check in. To enable you the convenience of charging purchases to your room during your stay (excluding The National Lottery, and Potters Bingo Sales), we will require to pre-authorise a credit/debit card on arrival. This only guarantees that you have the available funds to pay the balance of your final bill on departure. Once a room account has been opened, you can request your current balance between the hours of 08:00-22:00 at Reception. By charging items to your room using your Resort Pass, you accept the Potters Resort standard terms and conditions, and agree to pay all outstanding charges in full upon your check-out from the Resort.
When the outstanding charges are less than the authorisation taken on check-in, any amount not utilised will be released, however we cannot control how long it takes for your bank to effect such a release, but as a guide this can take between 1-10 working days.
To ensure that accommodation is properly cleaned, keys cannot be guaranteed before 2pm on the day of arrival (or 5pm on Sundays). Accommodation must be vacated by 10am on every departure day or 12 midday on Sundays. Upon departure, the guest agrees to hand over the room in a clean and tidy condition and to make good or pay for any furniture, fixtures and equipment that may be broken, lost or damaged during their occupation.
The accommodation is only to be used by persons detailed on the Reservation Confirmation. Towels and soap are provided, but guests are recommended to bring their own beach towels and coat hangers as we cannot assure adequate supply.
Visitors and Non-Residents
Visitors and Non-Residents are not permitted without prior arrangement with Management. Sporting and all Club facilities are not available for non-members. Where permission is given, any visiting non-member must leave the premises by 7.30pm. Use of certain club facilities by local members is limited by management approval and numbers.
All vehicles are parked completely at the owners’ risk – no liability will be accepted by the company for any damage however caused.
In accordance with government legislation smoking is not permitted in any enclosed public space on the resort. For the comfort and benefit of our guests who wish to smoke external covered areas are available.
Potters Leisure Limited has a responsibility for the welfare of all its guests and therefore reserves the right to terminate the holiday of any guest whose unreasonable conduct may impair the comfort and enjoyment of other guests, e.g. excessive noise.
Persons under 18 are not allowed to purchase alcohol from any bar and only drinks purchased in the bars are allowed to be consumed in the bars and public areas; infringement of this may also lead to expulsion. Any lost holiday time due to expulsion resulting in unreasonable behaviour will not be refunded and is not covered under Potters Cancellation Protection.
We want to maintain a safe and secure environment for you and your family and may ask for your identification on arrival. We don’t knowingly allow anyone to use or visit Potters Resort who is a convicted child sex offender, subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Risk of Sexual Harm Order or Child Abduction Notice.
No recording or broadcasting: In order to respect the privacy and comfort of all our team and guests on Resort, and to protect the copyright of all performers, the use of equipment to record or transmit audio and/or visual content inside Potters performance venues is strictly forbidden. Potters reserves the right, without recourse or refund, to eject any person(s) who are suspected of making and or broadcasting recordings from Potters Resort without express prior permission from management.
Potters Leisure Limited cannot accept responsibility for any valuables unless deposited at Reception and an official receipt obtained. This includes loss or damage to any valuable left in accommodation, on the premises or in any motorised transport.
Swimming and all recreational activities are undertaken at guests own risk.
We regret we are unable to offer any child care facilities. Whilst we are happy to provide children’s activities, including children’s clubs suitable for a range of ages on certain breaks suitable for families, they are not child care facilities. Please note that at all times the safety of children is the responsibility of the parent or guardian. The parent of guardian will be held accountable for the actions of any minor(s) in their control.
For health and safety reasons and to protect all of our guests we cannot accommodate anyone who has or has just had an infectious or contagious medical condition, without a doctor’s certificate to confirm that any such condition is no longer contagious. You should inform us immediately should any such condition develop in any member of your party within 14 days prior to your arrival date.
Your booking is accepted on the understanding that Norovirus and/or similar contagious bugs, which spread from person to person either directly or indirectly via surfaces, can be present in the general population at large and can affect any public space, are beyond our control.
Your holiday contract is issued on the understanding that the company operates as one such public space and therefore cannot be immune to the potential of Norovirus and/or similar bugs circulating amongst the general population. Whilst we will do all we practicably can to reduce such possibilities we cannot be considered negligent or accept liability for damages howsoever caused, including illness, loss of enjoyment or resulting costs, as a consequence of such public health risks that are introduced to Potters Resort.
If you are affected by such a condition you are required to report the fact immediately in order for us to inform staff dealing with you and your accommodation. You, and anyone you have been in close contact with, at the sole discretion of management, may be confined to your room(s) and requested to leave the Resort at the earliest opportunity. If we suspect you are a risk or potentially contagious to other guests and staff at Potters Resort we will confine you and terminate your stay immediately. All monies paid from that point will be refunded only given that you report the condition immediately and exercise full compliance with management requests to help us all protect and limit the spread of infections on Resort.
We regret that pets (with the exception of assistance dogs) cannot be permitted in the premises. Pets may be accommodated at Hobland Kennels, Hopton, Telephone 01493 653878.
Satisfaction Guarantee is constituted and operates by the terms and conditions set forth below.
- Bookings are subject to all standard Booking Terms and Conditions which can be found above.
- The lead booker must not be aware of any material fact, matter or circumstance, at the time of booking, which may give rise to a claim
- You / Your / Yourself - refers to the Lead booker on the break
- We - Refers to Potters Leisure Ltd
Satisfaction Guarantee is only valid on new bookings of those visiting Potters Resort for the first time and applies to bookings made for One Night Breaks and Two and Three-Night Weekend Breaks that start before the end of June 2017, excluding Drinks Inclusive Breaks. Exclusions apply. 'EXCLUSIVE-MONEY' must be quoted to combine the £10pppn or £20pppn discount with the Satisfaction Guarantee. Offers cannot be used in conjunction with any other offer, promotion or discount. All offers are subject to promotional rate availability and are available on new bookings only.
The Satisfaction Guarantee gives you the right to a refund on the value of your room booking in the event you did not enjoy the experience at Potters and will not return again. A valid claim must be made in writing on departure from the break in question. Check-out will be required before midnight on the same day as check-in for One Night Breaks, and by 8.30am the first morning for Two and Three-Night Weekend Breaks.
What we will refund
- Only your booking value will be returned, money spent on Resort, Cancellation Protection or celebration packages will not be refunded.
Valid Claim and Refund Procedure
Claim must be made on departure of the break in question and must be in writing. Please submit claim at Reception. Any claim under Satisfaction Guarantee must be made by you the lead booker of the break.
(Please note: After submitting a claim you will then not be accepted for any future bookings made to Potters Resort.)
Refund shall be made within thirty (30) days of receipt of a valid claim in accordance with these terms and conditions and from the time when it is possible to determine the amount of repayment.
A refund will be made to the Credit or Debit Card used to make the booking. If the Booking was made by other means of payment you will be instructed to provide us with valid bank account details.