We have survived many challenges in our 100 years since Potters opened its doors, and first I want to assure you that we will survive this one too!
I believe we’ve always survived and flourished thanks to the incredible support we have had from you, our guests. Also, of course, because of our super friendly team and their willingness to please and ultimately make people happy - no crises will ever change them, nor will it change our ‘can do’ attitude!
That said, this situation presented us with a logistical nightmare with suddenly tens of thousands of bookings to sort out all at once - just as we had to lockdown to protect our team and the NHS.
We were the first in our industry to help stop the spread by closing the resort, and this included our normally bustling call centre which severely hindered our ability to serve you.
For any frustration caused by this, I am truly sorry, but trust in the fact that you will agree we did the right thing at the right time to protect everyone.
I am pleased to be able to say that we have a core team now set up safely working at home with data compliant access to our complex systems and we have already started processing all of these many thousands of bookings.
This will still take some time to work through, and to that end, we are again asking for your help and understanding when choosing from the full range of options that we are offering you now.
The first principle here is that nobody will lose out; we will honour all of our commitments to everyone, as fast as we are able to process them.
We have designed this process to make it as ‘hassle-free’ as possible for you, as well as being as flexible as possible, given the unfolding unknowns with this crisis.
Whilst government advice will inevitably keep changing, we will continue to assume that there is no chance of us opening within a rolling month, and so all bookings a month forwards of any date will be cancelled by us. You do not need to contact us or do anything as this will be automatically done for you.
Also, we are asking for your support where possible to allow us to automatically transfer your bookings to the same equivalent break and accommodation next year, so we can all look forward to a big party when this is over!
If you had originally booked for a specific star act, we can confirm that we are talking to the artiste's agents to look at rescheduling named acts to a later date. By transferring your booking to the equivalent date next year your money remains completely safe, your booking will be eligible for our transfer booking benefits, and you will be able to transfer to the confirmed date of your preferred Star Act's next appearance at Potters.
Allowing us to postpone your booking will not change your rights to a refund AT ANY TIME between now and your later break, nor indeed your rights to call us a little later when we are back in the offices to make any changes to your booking, or indeed move it to a nearer date. There are Frequently Asked Questions below for more details, as well as our Coronavirus Book With Confidence Guarantee.
Those who can help us by looking forward to a 2021 break, will be offered additional re-booking bonuses as a thank you and incentive to do so. These are outlined for you at the bottom of this page.
If looking forward to 2021 is acceptable to you, for now at least, then you do not need to contact us as we will do everything for you automatically. This will be super helpful to us as a business and to the team, whilst we try and sort those that urgently need our help, as we appreciate many people are suffering financially at this time, and we want to help those people first.
If your break has been cancelled automatically (i.e. it has passed or starts within one month of any date going forwards) and you are in need of a refund, we would ask you to click here and complete the short form. We will process these as soon as we are able in date order of the breaks, starting with the earliest first.
If anyone has a final balance due for any booking, please do not send us any payments - we do not want your money - we just want to know when we can open again before we take any payments from anyone.
As soon as we have a date when we can safely re-open, we will be sure to let everyone know - we honestly cannot wait for that day!
In the meantime, some of the team have been doing some world-class online entertainment that I know many of you have been following across all the social channels (approaching 1.5 million online views and counting!). If you haven’t seen any of it, please do click here, or search Potters Resort on Facebook to see what they have been up to. To say I am very proud of their talents, desire, and willingness to entertain people in a crisis is an understatement. Most recently, in celebrating the 75th Anniversary of VE Day on Friday 8th May, more than 50 entertainers and special guests volunteered during our live, 12 hour 'Over The Rainbow Festival' raising over £20,000 for the NHS and NARS charity, who are saving lives on the front line. You can read more about the event here
And with that, I just want to say on behalf of everyone at Potters, a huge thank you for your support going forwards as we all navigate this new world. We have been heartened by the understanding, patience, and many lovely messages of support from so many kind guests, particularly to so many of our guests that have already offered to help us by transferring their bookings to 2021 - we very much hope and look forward to welcoming you back when the time is right and safe to do so.
With best wishes from our family to yours,
On behalf of Judy, Jane, Celia, Amelia, Harry and all our extended family here at Potters.
Transferring your booking to next year
Your booking will be transferred free of charge to the equivalent date in 2021. You don’t have to do anything other than look forward to an overdue break next year. In addition, we have added some exclusive benefits to thank you for your continued loyalty and support.
- There will be no price increase on your 2021 break.
- We will give you a Potters Resort Card on arrival with a credit of £10 per person, per night, for you to use on drinks or treats during your stay.
Your credit can be used in all bars, in Aphrodite Beauty Studio and for any consumable items sold anywhere on Resort (with the exception of lottery and tobacco products). Any unspent credit will expire at the end of each day of your break.
- We will cover your booking with our Coronavirus Book with Confidence Guarantee
In summary, this allows you to postpone or cancel your booking and receive a refund at late notice, free of charge if Coronavirus affects you, or a member of your party.
- If you choose at a later date to move your booking to another break of a similar duration, you will be refunded the price difference if the new break is less expensive than the one you were booked on. If the break chosen is more expensive we will also give you a 10% discount off the price difference.
You do not have to contact us at this time for any moves or alterations to your postponed bookings, please bear with us until we are back in our offices, then just let us know when you have decided and we will transfer your break again to an alternative date of your choice.
The Potters Resort Coronavirus Book with Confidence Guarantee
While we cannot speculate as to when the current situation and government guidance may change, we can give you something to look forward to, and peace of mind in the knowledge that your money is safe. Our Coronavirus Book with Confidence Guarantee provides you, our guests, with reassurance over your break bookings.
The Guarantee* is free of charge and applies to all existing and new bookings for 2020 and 2021.
In the event that:
- You consider it unsafe to come on holiday due to a continuing threat of Coronavirus
- You are unable to travel due to sickness and/or isolation due to a Coronavirus outbreak
- The UK Government impose restrictions on travel due to a Coronavirus outbreak
- If Potters Resort is closed due to a Coronavirus outbreak or Government instruction
We guarantee at any point between 28 days and 3 days prior to arrival, you can:
- Transfer your holiday to new dates in 2020 or 2021, free of charge
- If you don’t know your new dates, we will transfer your booking payment to our secure holding account as a Future Credit for use at a later date, again free of charge
- Cancel your booking and receive a full refund
We hope the below will answer any questions you may have...
I would like to transfer my booking but some of my party needs to cancel?
No problem. We will transfer your full booking balance to the equivalent date next year and, at any time prior to your new break date you can let us know of any name changes you may have, or we can make a refund for those in your party that wish to cancel.
Is my deposit and Cancellation Protection refundable or transferrable?
Your full balance (including the above) is fully transferable if your break is cancelled.
I don’t want to choose now, so can I have a refund?
If you cannot choose now we will transfer your monies onto the equivalent date next year, and when you do decide on a break to book you will be able to do so, free of charge, and still be able to benefit from our current booking transfer benefits. If you cancel, receive a refund and then subsequently re-book, these benefits will not be available to you.
I have requested a refund. When will my money go back into my bank account?
We will work on bookings in date order. When we contact you to refund any requested full or partial cancellation, the payment will revert back to the card that originally made the booking, and will appear in their account within 3-5 working days.
Can I receive my refund by cheque?
Bookings paid by cheque can be handled via BACS, where your Name, Booking Reference, Bank Name, Sort Code, and 8 digit Account Number is required. This can take up to 7 working days to appear in your account.
I originally booked to see a specific Star Act...
We are talking to the artiste’s agents to look at rescheduling named acts to a later date. We will transfer your monies to the equivalent date next year to ensure that a) it remains completely safe, b) any booking will be eligible for our transfer bookings benefits and c) can be then transferred to the confirmed date of your preferred Star Act’s next appearance at Potters, or d) if the new date is not suitable and if there is no other break you wish to book you can then ask for a refund of all monies held.
When will you be able to tell me who is appearing on what date in 2021?
As soon as we are able to confirm our schedule we will inform all our guests who are booked on that particular date, or who have expressed an interest, and give you the first option. It will then be updated on our website.
What happens if I let you automatically transfer my booking to next year and I then want to cancel and get my money back at a later date?
You will, of course, be able to receive a full refund of monies paid upon request.
When is Potters Resort re-opening?
We would love to be in a position to give you that information but, along with the whole country, we are waiting on the Government to advise us on when, and under what conditions, we will be allowed to re-open our doors. All we can say for sure is that as soon as we have a date when we can safely re-open, we will be sure to let everyone know - we honestly cannot wait for that day!!
Terms and Conditions Apply
* Potters Resort Coronavirus Book with Confidence Guarantee Terms and Conditions:
- You will be able to transfer or cancel within the period of 28 days and 3 days prior to arrival
- Should the UK Government advice significantly change in the 3 days prior to arrival, we will reactivate the Guarantee for you
- All other booking terms and conditions remain unchanged
- If you choose to transfer your break to different dates, should your new break be cheaper than your existing booking, you can choose to use the difference as part payment for a future holiday or have it refunded. Should your new holiday be more expensive, you will be charged the difference, minus 10% of the difference
- If you choose to cancel your booking, you can only do this by calling us
- The Potters Resort Coronavirus Book with Confidence Guarantee is available until further notice
- Potters Resort Cancellation Protection Cover is a separate offer and remains available at the same time as this Guarantee, providing additional peace of mind should you have to cancel for other illness, bereavement or redundancy.
Potters Resort reserves the right to change/amend or withdraw offers at any time and without prior notice.