Terms and Conditions

Coronavirus Book with Confidence Terms & Conditions
  1. Your booking is covered by The Potters Resort Book with Confidence Guarantee. The Guarantee is free of charge and applies to all existing and new bookings for 2020 and 2021. For full details of our guarantee, visit https://www.pottersholidays.com/coronavirus-guarantee.
  2. All guests are required to complete a health questionnaire and undergo a temperature screening on arrival for their break. Should any guest have an abnormal temperature, or any other Covid-19 symptoms, they will not be permitted to stay and they, as well as all guests who have shared their mode of transportation, will be asked to leave.
  3. If any guest experiences any symptoms that are Covid-19 related whilst on Resort, they must make this known to Potters Resort’s management, who will isolate them whilst arrangements are made for them, and all guests who are sharing accommodation and a Private Lounge, can safely leave the Resort.
  4. All monies paid from the time of the break’s termination will be refunded, but only if the guest reports their condition immediately and exercises full compliance with management requests to help protect the well-being and safety of all guests and team members.
  5. All guests are required to give their name and contact telephone number to Potters Resort as a condition of booking and in compliance with Government instruction. Potters Resort will retain this information for as long as the Government instructs as part of their track and trace initiative and all records will be handled in accordance with full GDPR compliance.
  6. The exclusive Private Lounges are an additional private space where your group can relax, drink and dine together. They have been specifically designed as a covid mitigation measure and go further than the standard government guidelines to prevent any virus spread between parties when compared to other large open plan restaurant options that could be operated under the guidelines.
  7. As the government guidelines are changing regularly, we will endeavour to update and keep customers informed at all times.
  8. It is also the responsibility of all individuals to review existing advice and ensure that they are familiar with, and acting in accordance with, all relevant guidelines.
  9. The facilities and activities listed, and the entertainment offering described, on the Potters Resort New Breaks for the New Normal website is intended for guidance only. It is likely that some facilities and activities will not be available, whilst others not detailed will be. The entertainment offering is also subject to change and we reserve the right to do so without prior consent. This is due to the changing Governmental guidance and bookings are accepted in good faith and on the understanding that any specific facilities, activities, entertainment or service will not be operated against any prevailing government guidelines and this is not cause for compensation or non performance of our contract. We will always aim to provide the best experience possible whilst always putting our guests, our teams and our community’s safety first and foremost at all times.

How To Book

A) Select your short break 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 418 or ask at The Booking Lounge on Resort 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, which 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.

DEPOSIT: A deposit is required to be paid at the time of booking, which is 20% of the total booking value. The deposit paid 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 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, a 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. At the time of making your reservation or at any time 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.

CONFIRMATION OF BOOKING AND YOUR CONTRACT: When you make your reservation, 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, 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.

PRICE PROMISE: The prices shown supersede and update all previous publications and will apply to all bookings made after 1st November 2017. All prices are per person for the duration shown, occupying standard bungalow accommodation and are inclusive of VAT at 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 as a result of governmental action (e.g. an increase in the rate of VAT) or if the break is substantially changed.

AMENDMENTS TO YOUR RESERVATION: After your confirmation has been issued you may wish to make some amendments to your reservation. We will always 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 and 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 premium. 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 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 THE START OF HOLIDAY’ section on page 64.

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 to advise us in writing. 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 endeavour to inform you with as much notice as possible and offer you alternative accommodation or alternative dates or if necessary we may be 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 website are accurate regarding 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.

Our Gender Pay Gap policy is and will continue to be focused on developing people based on talent and ability regardless of gender. For more information please see our Gender Pay Gay Statement 2017.

The incredible demands of Potters entertainments programme means we 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.

COMMENTS: We sincerely hope you will not encounter any problems during your holiday. 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 you remain unhappy, you must put any unresolved complaint in writing to us within 28 days of the end of the holiday, addressed to the Guest Services Manager. We will then investigate the matter so that an amicable resolution can be reached. We regret we cannot accept liability for any claim not notified to us in accordance with these Booking Terms and Conditions.

ROOM OCCUPATIONS: 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 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 are provided, but guests are recommended to bring their own swimming towels.

SPECIFIC ROOM REQUESTS: Our reservations team will ensure that the room you are allocated matches your party’s requirements. However, if you would like to secure a specific room for your break, a nominal charge of £12 per room, per break, will be applied. However, if, due to circumstances beyond our control, we are unable to honour a specific room number request, the charge will be refunded and the best alternative accommodation offered.

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.

CAR PARKING: All vehicles are parked completely at the owners’ risk. No liability will be accepted by the company for any damage however caused. Car parking is complimentary.

COURTESY AND RESPECT: Our team work really hard to look after you while you are here and will always be kind and polite. Please show them the same courtesy. Inappropriate behaviour, including verbal abuse, uninvited physical contact, or any other discourteous conduct will not be tolerated. We would hate to see it happen, but if any persistent bad behaviour, towards other guests or members of our team, is reported, we will ask those guests to leave the resort.

GENERAL CONDITIONS: 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 can 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.

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 or guardian will be held accountable for the actions of any minor(s) in their control.

For health and safety reasons and to protect all 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 at any time within the 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.