Terms & Conditions
1. GENERAL
a) The person who makes the booking will be accepting the terms and conditions on behalf of the whole holiday party. It's this person's responsibility to ensure that all members of the party are aware of and accept the whole of these terms and conditions and the obligations contained in them, the brochure and any other documents and inofrmation supplied by us.
b) Please note that a contract is not made until acceptance of the booking by Warner Leisure Hotels issuing a written Holiday Booking Confirmation and your deposit, or full payment (if booking less than 10 weeks before the holiday start date) has cleared.
c) In the event of Warner Leisure Hotels receiving a holiday booking deposit or balance payment which is subsequently returned unpaid by the relevant bank or card provider, a £25 administration fee may at our discretion, either be added to the balance payment due or your holiday booking may be cancelled.
d) Our agreement incorporates the entire contents of the current 2008 brochure, the Holiday Booking Confirmation and in particular the General Information and Conditions of Booking ('our agreement'). You must also note and comply with all reasonable guidance given by us and any notices at your chosen hotel or resort.
e) Our agreement is governed by English Law and we agree to the non exclusive jurisdiction of the English Courts. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute.
f) Should any part of our agreement be deemed by law to be void, the remainder of the agreement will, if capable, continue in full force and effect.
g) Please note we accept no liability for loss or damage to your possessions unless due to our negligence.
h) All bookings are subject to availability. Please note this brochure supersedes all previous editions and any guidance we may have communicated to you.
Online Bookings:
Prices quoted online are only valid and will only be accepted by Warner Leisure Hotels when a written confirmation has been produced. Warner Leisure Hotels reserve the right to refuse a booking where prices differ due to system or human errors, where the booking cannot be made online, or has been made online and highlighted. We take all reasonable steps to ensure the prices quoted are correct and cannot guarantee this online from time to time. If in doubt, please contact our call centre team who will be happy to assist in your booking and ensure the price quoted is correct. By accepting these terms and conditions you are accepting these terms of booking online.
2. BROCHURE PRICES
We guarantee that the price of your break will be as agreed and shown on your Holiday Booking Confirmation for your party size, and for the accommodation you choose and all items described as included in the cost of your holiday, plus any Cancellation Plan, insurance and supplements chosen, save that we reserve the right to amend prices where there is an increase in Value Added Tax or any other tax, fee due or levy applicable to your break.
Please note that all prices are inclusive of VAT. We reserve the right to raise or lower our prices at any time before booking, whether via a subsequent brochure or any other communication.
3. CHANGES TO YOUR BREAK BY YOU
After you have paid your deposit or full balance payment you may wish to change some elements of the break e.g. location, type of accommodation.
In order to enable us to try to meet your request, we would ask where possible you request such changes at least 10 weeks before the break start date. Any change is subject to availability and where we can meet your needs a charge of £25 per alteration to the break will be payable to cover administration costs. But where you wish to make a substantial change to your break, within 10 weeks of your break start date, such as change of break date, this will be deemed a cancellation (see section 4, 'Cancellation of Your Break by You').
Please note that any change of date will be likely to involve a change in price of your holiday. The price published in our brochure for your revised holiday date at the point which you made your original booking will apply. You must pay us any increase due and we will pay you any refund due.
4. CANCELLATION OF YOUR BREAK BY YOU
It may be necessary for you to cancel your break due to changes in circumstances, accident or illness. We strongly recommend that you take out insurance to cover you as cancellations can result in loss of all monies paid.
If you have the Personal Holiday Insurance offered through Warner Leisure Hotels or your own holiday insurance, payments arising from cancellation for accident and illness may be refunded subject to the terms and conditions of your insurance policy and the cancellation charges detailed in Section 5. Please note all cancellations are subject to a minimum of £25 per person administration charge.
If you have taken out the Cancellation Plan detailed on page 118, payments made for a booking may be transferred to another date within 12 months, providing we receive notice in writing and subject to the following:
Cancellation outside of 8 Weeks - with Cancellation Plan Cover
Should you need to cancel your holiday outside of 8 weeks from your holiday date the cost may be transferred or refunded less £25 per person administration charge.
Cancellation within 8 Weeks - with Cancellation Plan Cover
Should you need to cancel your holiday within 8 weeks the Cancellation Plan covers you in the event that you are unable to participate in your holiday due to, Sickness, Redundancy or Jury Service, and we offer a transfer of monies paid less £25 per person administration charge. This is based from the date on which written notification is received by us (together with proof of doctor's certificate, employer's or court notification as applicable). If you comply with our Cancellation Plan procedures then you will be entitled to transfer your booking less £25 per person administration charge. If you are cancelling for reasons other than Sickness, Redundancy or Jury service then we are able to offer a transfer of holiday cost subject to the deduction of the cancellation charges below in Section 5. Please read that section for full details.
If you do not have either insurance or a Cancellation Plan, payments made for your booking may be refunded or transferred subject to the cancellation charges, please read section 5 below for full details. You may not, under any circumstances, transfer your booking to anyone without our consent. As soon as you know that the break will need to be cancelled, ring our Customer Care Team on 0870 601 0053 (Monday - Saturday 9am - 7pm).
5. CANCELLATION CHARGES
If you do not have either insurance or a Cancellation Plan and the cancellation is more than 8 weeks in advance of your holiday date then: Provided we receive notice in writing you will be entitled to a refund or transfer of your holiday cost less any deposit paid.
If you do not have either insurance or a Cancellation Plan and the cancellation is within 8 weeks of your holiday start date then: We will offer a refund or transfer of monies paid for cancellations arising from Sickness, Redundancy or Jury Service within 8 weeks of your holiday start date, subject to the deduction of cancellation charges shown. Cancellation charges will be calculated from the date which written notification is received by us (together with proof of doctor's certificate, employer's or court notification as applicable).
If you are cancelling for reasons other than Sickness, Redundancy or Jury service then we are able to offer a transfer of holiday cost subject to the deduction of the cancellation charges shown.
The cancellation charges are detailed in the sliding scale shown. (This covers the cost and expense we incur as a result of your cancellation).
For the number of days in advance of your holiday start date we receive your written notification, the following cancellation charges are applicable:
Cancellation Charges
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Length of time |
Cancellation Charge
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All cancellations along with proof via doctor's certificate, employer's or court notification should be made in writing to the Cancellation Desk, Customer Care Team, Warner Leisure Hotels, 1 Park Lane, Hemel Hempstead, Hertfordshire HP2 4YL.
6. CANCELLATION FOLLOWING NON ARRIVAL
If you have not arrived by 8am the morning after your break was due to commence, or contacted the hotel or resort concerned to confirm when you will arrive, we will assume that the break is cancelled. Please note that the total break cost, Cancellation Plan, insurance charge and supplements will be retained.
7. IF WE CANCEL OR CHANGE YOUR BREAK
We try very hard not to change or cancel your break, but where it is necessary we will advise you or your travel agent as soon as possible. If we cancel your break or make any significant alterations such as changing your date of arrival or duration then (provided such cancellation or changes have not arisen from circumstances beyond our reasonable control) you have a choice of:
a) a replacement break of a standard comparable to that booked and of the same value paid, or
b) a replacement break of lesser value together with a payment of the difference in price between the replacement break and the break booked, or
c) a replacement break of higher value with a payment of the difference in price between the original break and subsequent break payable to us, or
d) a full refund
In addition to the above and provided it does not arise from circumstances beyond our control, we will also pay you compensation for any provable loss.
8. CONDITIONS OF CARRIAGE
Where you take up the additional offer of ferry travel or coach travel, all party members are subject to the terms and conditions of the relevant service operator(s).
Full details are available on request. Your contract is with the relevant provider and Warner Leisure Hotels cannot be held responsible for any delays, cancellations or other consequences resulting from such arrangements.
9. LIMITATION OF LIABILITY
We accept responsibility for those arrangements for your holiday which are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any member of your party, unless one of the following applies:
1. there was wilful default by us, our employees or agents; or
2. death or personal injury was caused by the negligence of us, our employees or agents.
For all claims other than death or personal injury, which result from the non-performance or improper performance of the contract by Warner Leisure Hotels, we will pay compensation that is reasonable in all circumstances.
If you have a complaint or comment
You are asked to notify any shortcoming or complaint you may feel has occurred to the hotel or resort Duty Manager as soon as possible so that wherever possible it can be remedied for you at the time. Any reported matter which has not been resolved during your holiday should be advised in writing to the General Manager as soon as possible to enable us to carry out an investigation. Claims may be reduced or rejected if we have not been given the opportunity to put matters right whilst you are on your holiday.
10. WARNER LEISURE HOTELS
Bourne Holidays Limited (trading as Warner Leisure Hotels) is a company registered in England and Wales with company number 01854900 whose registered office is at 1 Park Lane, Hemel Hempstead, Herts HP2 4YL.
TextDirect
For customers who have speech and hearing impairments we welcome calls through BT Textdirect. To call someone who uses either a textphone or ordinary voice phone, simply dial 18001 followed by the number you want to contact (remember to include the dialling code).
Special requests
We cannot guarantee tomeet all special requirements youmay have, however if we know about them in advance we will try to do so. Please also see ‘Important Information for Guests with Disabilities’ on page 119 for further information.
Deposits
To reserve your holiday wemust receive fromyou a non-returnable deposit of £35 per person and any Cancellation Plan, insurance and supplement payments due. These may be paid by any of the payment methods detailed on this page. Any bookings made within 10 weeks of the holiday date must be paid for in full together with any Cancellation Plan, insurance and supplement charge at the time of booking.
Confirmation of booking
Once the booking is confirmed we will send the lead name on the booking a Confirmation of Final Balance due, which will also confirmreceipt of your initial payment. A contract will be in place once your deposit or full balance has cleared and your Holiday Booking Confirmation has been dispatched. Please check and ensure the type and grade of accommodation plus any supplements e.g. Signature Room etc. are outlined at time of confirmation, as we will provide on-site the same arrangements as per the Confirmation. If any information contained on the Holiday Booking Confirmation is incorrect, or subsequently becomes incorrect, please telephone the Customer Care Team immediately.
Balance of payment
We must receive the Final Balance at least 10 weeks before the start of your holiday. Please note that we will not send a reminder and receipts are only issued on request. We reserve the right to cancel your holiday and retain the deposit paid (which is a booking fee and covers our administration expenses incurred inmaking your booking), if full settlement of the Final Balance is not made 10 weeks before the start of your holiday.
CANCELLATION PLAN & INSURANCE
Your Cancellation Plan
We strongly recommend you take a look at our special Cancellation Plan for peace of mind cover should you need to cancel your break.
£6.00 per person for breaks under 7 nights in duration
£8.00 per person for breaks 7 nights or over in duration
The Cancellation Plan is operated by Warner Leisure Hotels and allows you flexibility to transfer the cost of your holiday to a different date after you have made payments to us. What this means in practise is that outside of 8 weeks should you need to cancel you are able to choose to transfer or be refunded the holiday cost less £25 per person administration charge. Should you need to cancel your holiday within 8 weeks the Cancellation Plan covers you in the event that you are unable to participate in your holiday due to, Sickness, Redundancy or Jury Service, and we offer transfer of monies paid less £25 per person administration charge. Within 8 weeks the Cancellation Plan does not offer a refund which can be covered by our Personal Holiday Insurance.
Without the Cancellation Plan or Personal Holiday Insurance a cancellation will result in the loss of monies paid by you and your party if you do not have other protection in place. Please refer to page 120, sections 4 & 5 'Cancellation Charges' in the 'Conditions of Booking' for full details, procedures and conditions relating to the Cancellation Plan.
Your Personal Holiday Insurance
For that extra peace of mind, we strongly recommend you take up Personal Holiday Insurance.
£12.99 per person for breaks under 7 nights in duration
£14.99 per person for breaks 7 nights or over in duration
A Personal Holiday Insurance scheme has been devised for Warner Leisure Hotels clients, this is underwritten by AXA Insurance UK plc and managed by Towergate Chase Parkinson.
A policy document giving full details of cover, terms, conditions and exclusions will be sent to you on receipt of the premium payment.
Policy Excess - The policy carries the excess per insured person under the following sections:
Medical Expenses, Cancellation - £30 (holidays up to £100) £40 (holidays over £100), Personal Possessions - £40, Personal Liability - £40, Travel Delay - £40, Legal Expenses - £40.
If you do not wish to accept our recommended Personal Holiday Insurance you are free to cancel the insurance within 14 days of issue of the policy, and receive a full refund of the premium. Your cancellation must be in writing or via email: customercare@warnerleisurehotels.co.uk
A detailed summary of the insurance will be sent with your holiday confirmation or is available on request. If insurance is required please state at the time of booking and the premium will be automatically added to your deposit unless you indicate otherwise. At the time of booking please inform us of any medical conditions so we may check the insurance cover is available for you. The premium detail per person includes Insurance Premium Tax.
Towergate Chase Parkinson is part of the Towergate Underwriting Group Limited who are authorised and regulated by the Financial Services Authority.
Towergate Chase Parkinson: Registered in England No. 4043759. Registered Office: Towergate House, 2 County Gate, Staceys Street, Maidstone, Kent, ME14 1ST.
The following is a brief summary of the cover provided
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SECTION Personal Accident |
SUM INSURED £15,000
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Important Notice
Under the Association of British Insurers General Business Code of Practice, we must draw your attention to the important features of your policy wording:
1) Policy Document: you should read the document carefully. It gives you full details of what is and is not covered and the conditions of the cover. Cover will vary from policy to policy and insurer to insurer.
2) Health: your policy contains restrictions regarding pre-existing medical problems concerning the health of the people travelling and of other people upon whose health the trip may depend. You are advised to read your policy carefully.
3) Conditions, Exclusions & Warranties: conditions and exclusions will apply to the individual sections of your policy, but refer to the general exclusions, conditions and exceptions which will apply to the whole of your policy.
4) Sport & Pastimes: if you are going to take part in dangerous sports or pastimes where there is a high risk of injury, check that your policy covers you.
5) Property Claims: these claims are paid based on the value of the goods at the time you lose them and not on a 'new for old' or replacement cost basis. Your policy will set out what proof the insurer needs to support any claim.
6) Date Recognition Failure: your policy contains exclusions for losses arising from the failure of equipment to correctly recognise the calendar date.
7) Fraudulent Claims: it is a criminal offence to make a fraudulent claim.
8) Policy Limits: all sections of your policy have limits on the amount the insurers will pay under that section. Some sections also include other specific limits, for example: for any single article, or for valuables in total. You are advised to check your policy if you intend taking expensive items with you.
9) Policy Excesses: under most sections of the policy, claims will be subject to an excess. This means that you will be responsible for paying the first part of the claim. The amount you have to pay is the excess.
10) Reasonable Care: you need to take all reasonable care to protect yourself and your property.
11) Complaints: your insurance policy will have in it a complaints procedure which tells you what steps you can take if you wish to make a complaint.
12) 'Cooling Off' Period: your policy contains a 'cooling off' period during which you can return the policy and get a refund, if you have justifiable reason for being dissatisfied with the cover it provides.
13) Governing Law: your policy is governed by the law applicable to where you reside in the UK.
14) Please note: Warner Leisure Hotels is a trading name of Bourne Holidays Limited who are authorised and regulated by the Financial Services Authority in respect of all insurance matters.
HOME AND MOTOR INSURANCE
Warner Leisure Hotels has an arrangement with Aon Ltd, one of the world's leading insurance brokers. This is so Aon can offer you a wide choice of competitive policies for all your home and motor insurance requirements.
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Policies are provided by a panel of UK insurers who can provide coverage against a wide range of risks. Some policies are tailored to your needs, with the option to pay by installments. |
Warner Insurance Services guarantees to save you at least £25* on your home insurance when you take out a new identical policy and the motor insurance provides a hassle-free 24-hour claims service.
*Subject to sight of renewal notice, underwriters' acceptance and a minimum premium of £150. Offer is not available on buildings insurance, but applies to combined buildings & contents, or contents policies only. Not to be used in conjunction with any other offer. Offer valid until 31/12/07.
Warner Insurance Services is a trading name of Aon Limited which is authorised and regulated by the Financial Services Authority in respect of insurance mediation activities only.
Registered Office:
8 Devonshire Square, London, EC2M 4PL.
Aon Limited is Registered in England No. 210725.
VAT Registration No. 480 8401 48.
Telephone calls are recorded and may be monitored.
Please note: Warner Leisure Hotels is a trading name of Bourne Holidays Limited who are authorised and regulated by the Financial Services Authority in respect of all insurance matters.
IMPORTANT INFORMATION FOR GUESTS WITH DISABILITIES
In order to avoid disappointment and/or misunderstandings, please call us to discuss any needs that you may have. This will enable us to advise on the suitability of facilities to the extent that reasonable adaptations can be made, if possible. It would be helpful to understand:
Mobility or dietary requirements; Storage of medication needs; Whether you need to be accompanied by an assistance dog.
Please note: some wheelchairs are available at all of our hotels and resorts. Advance booking is required as wheelchair numbers are limited.
Renal Care - Lakeside coastal chalet resort has a dialysis unit with 3 beds to provide renal care. Please contact Lakeside coastal chalet resort on 023 9246 3976 for further details.
Any special arrangements must be agreed at the time of booking and confirmed in writing to us prior to arrival. Please note our hotels and resorts are NOT equipped or staffed to provide special medical attention.
FIRE SAFETY POLICY FOR GUESTS WITH DISABILITIES
Your safety is our concern. If any member of you party is unable to hear a fire alarm then please advise us at the time you make your booking, so we can provide an alternative alarm option. If any member of your party cannot ascend or decend stairs in the event of an emergency evacuation, please also advise us and request an 'Evacuate Friendly' room. Please note that there is limited availability of these rooms.
FOOD AND DRINK CONSUMPTION
Please note only food and drink purchased from the hotel or resort may be consumed in the hotel or resort's public areas.
SPECIAL CATERING REQUIREMENTS
All our restaurants provide vegetarian options.
Should anyone in your party have any other dietary requirements, please let us know when you book your holiday so we can endeavour where reasonably possible to assist with any special arrangements. If you have a special request regarding your restaurant table, please contact the Restaurant Manager prior to arrival at the hotel or resort booked and we will try to accommodate your request. Please note: in some instances, due to restaurant layout, we may not be able to accommodate tables of 8 or more, and some guests might be asked to share a table. Any special request must be agreed at the time of booking and confirmed in writing to us prior to arrival.
INFECTIONS OR CONTAGIOUS DISEASES
If any member of your party has or has just had an infection or contagious medical condition we have the right to:
- refuse to accept your booking
- cancel your holiday; or
- ask any member of your party to be confined to their room or leave the hotel or resort immediately, should we, at our reasonable discretion, consider it necessary to protect the health of other guests, staff or the general public.
You should inform us immediately should any such condition develop in any member of your party within 4 weeks of your arrival date or during your holiday.
SMOKING POLICY
Our smoking policy will accord with all legal and health and safety requirements applicable to the relevant accommodation.
CHARGE CARDS
While you are away we want to keep things simple, which is why you will be offered a Charge Card account on arrival, so you can purchase drinks, snacks, health and beauty treatments and packages, plus all those other little extras without the hassle of carrying cash. Charge cards are subject to status, terms and conditions apply.
LOCAL ACTIVITIES
Warner Leisure Hotels will make information available to guests in connection with activities in the local area that are run by third parties and purchased separately. All contractual arrangements in connection with such activities are therefore between the guest and activity provider. Guests who participate in these activities do so at their own risk.
BOWLS FACILITIES
Bodelwyddan Castle and Bembridge Coast hotels and Lakeside and Gunton Hall resorts have indoor bowling centres. During bowls breaks, special priority is given to guests who have paid the bowling supplement to facilitate Open Fours and Pairs competitions. We cannot therefore guarantee that guests who have not paid the supplement will be able to use these facilities.
HEALTH AND BEAUTY
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