Terms and Conditions

All bookings are accepted on the following conditions:

1. Your Holiday Contract

Your contract is with Leisureplex Hotels Ltd (“the Company”). When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party the terms of these booking conditions. The contract between you and the Company is defined by these Booking Conditions and the Confirmation Invoice, which is issued upon receipt by the Company of the deposit. A contract exists as soon as we issue our Confirmation Invoice. The contract is governed by English Law, and the jurisdiction of the English Courts.

2. Price

The prices shown in our brochures are inclusive of Value Added Tax and are accurate at the date of publication. We reserve the right to alter prices after publication. You will be advised of the current price of your reservation at the time of booking. Once your booking has been confirmed, the price of your stay as set out on the Confirmation Invoice is fully guaranteed.


3. 100% Money Security Guarantee

All monies paid are held in an independently managed secure trust until your stay has ended, providing you with certainty that your money is secure.

4. Booking the Accommodation

a. Bookings via Telephone

(i) On receipt of your enquiry, we will reserve your accommodation subject to payment of a deposit of £25 per person.

(ii) A confirmation of your booking will be forwarded to you within 7 days of us receiving your deposit.

(iii) You must then pay the balance of monies due (without any further reminder from us) 3 days before arrival at the hotel.

b. Bookings via the Internet

(i) Payment must be made using your credit or debit card. You must pay the balance of monies due (without any further reminder from us) 3 days before arrival.

(ii) We recommend that you print the final page of the Internet booking process as your confirmation, although if you have provided us with an email address, a confirmation will also be sent to you via email, and if not, a postal confirmation will follow within a few days.

c. All Bookings

(i) The accommodation price includes room, breakfast and VAT unless you have booked a room only stay. Please check your booking confirmation for details. If you choose the pre-booked dinner option, that will be shown as a separate item on your confirmation. Where the hotel has a car park, we do not make a charge for parking providing the car registration is logged with Reception at check in. However, not all hotels have car parks and you are advised to check the hotel details on our web site to telephone the hotel to check on availability of parking spaces.

(ii) All credit and debit card transactions are handled by our associated company, Alfa Travel Ltd and will be identi­fied as such on your card statement.

5. Insurance

You are urged to insure against cancellation and other unforeseen eventualities and we offer what we consider a suitable insurance policy. You are not obliged to take out a policy with us and can choose an alternative supplier or travel without insurance if you wish.

6. Room Allocation and Special Requests

Every effort will be made to provide precisely the accommodation booked and to accommodate any special needs advised to us. However, the Company accepts no liability for any failure to provide a special request for which no payment is made and no correspondence will be entered into concerning any failure to satisfy such requests. Where a payment is made for additional facilities, the Company’s liability shall be limited to the price of that supplement.

7. Dietary and Other Special Needs

Guests who require a special diet must mark this requirement in the Special Requests section during the booking process. Guests with special dietary needs are also strongly urged to make direct contact with the hotel 7-14 days prior to arrival and to forward details of their requirement in writing to the hotel. If you have any special mobility requirements, please email [email protected] or call 01257 248008, so we can confirm if the hotel is able to cater for your needs.

8. Alteration of services etc.

a. If the contract we have with you is not performed or is improperly performed by us our suppliers we will pay you appropriate compensation if this has affected the enjoyment of your stay with us. Our liability, except in cases involving death, injury or illness, shall be limited to the cost of your booking.

b. Some facilities (e.g. lifts) are not always available due to sudden breakdowns or the need to service them. Other facilities (e.g. outdoor swimming pools) are only available when weather permits. If you have notified us of a mobility impairment by contacting our Customer Relations Department in accordance with paragraph 6 above and are due to arrive at a hotel where a lift is known to be broken, we will notify you as soon as we are aware of the problem and give you the opportunity to cancel and receive a full refund.

c. The nature and frequency of entertainment is subject to demand and can also be affected by the health of performers and we reserve the right to amend it if necessary.

d. Some services are subject to circumstances outside our control and in particular we cannot be held responsible for failure of water, electricity or gas supplies.

9. Cancellation by the Company

The Company reserves the right to cancel a booking and temporarily close a hotel if the number of guests wishing to stay on any night is less than 10% of the capacity of the hotel. in the event this is necessary, you will be offered a full refund and our liability to you will cease.

10. Cancellation by the Guest

If you cancel your booking with us, cancellation charges will apply as follows:

Period before arrival in which cancellation is received

More than 3 days

0-3 days


Deposit is forfeited

100% payment for the full duration of your stay is due

11. Check In and Baggage

Check in is normally from 3pm on the day of arrival and check out by 11am on the day of departure. Baggage, which includes all personal belongings of the guest, is accommodated at owner’s risk throughout and the Company’s liability shall be limited to taking reasonable care in the handling of such items. You should keep valuable items with you at all times or ask for them to be kept in the hotel safe. Under the Hotel Proprietors Act, our liability for items not secured in the hotel safe is limited to £50 per room. A porter service is normally available on request but in the interest of the health of our employees are unable to carry suitcases weighing more than 44lb (20kg).

12. Unreasonable Behaviour

Should a guest behave in an abusive or disruptive manner, the company reserves the right, after due consideration and warning, to terminate the contract between us. In such circumstances the guest will have no further redress against the company in respect of any lost part of their stay or additional expenses incurred.

13. Smoking

Smoking is prohibited in all parts of our hotels including all bedrooms and guests who smoke in their room in breach of this condition will be required to pay a surcharge of £100 so the room can be properly cleaned and aired. Electronic cigarettes and vaping devices are treated as if they are real cigarettes and are also prohibited in all parts of the hotel.

14. Infectious and Contagious Diseases

If a guest develops an infectious or contagious disease and in the reasonable opinion of the Company their presence in the hotel represents a serious risk of infection to other guests, the Company reserves the right to insist that they leave the hotel or remain in their room away from public areas. If the guest has taken the insurance policy recommended by the Company, the Company will ensure all necessary arrangements are made.

15. Animals

Animals (other than registered assistance dogs) are not allowed in our hotels. Guests with registered assistance dogs must advise the Company at the time of booking by emailing [email protected] or calling 01257 248008.

16. Transfers

(a) The Company will permit guests to transfer the booking to other hotels or other dates more than 28 days prior to arrival without forfeiture of deposit providing the guest pays an administration fee of £20 per booking.

(b) The Company will permit assignment of the holiday to another guest or guests subject to the following charges:

(i) more than 28 days prior to arrival: £20 per booking

(ii) less than 28 days but more than 3 days prior to arrival: £40 per booking.

It is not possible to transfer the booking to another guest 3 days or less prior to arrival without incurring the cancellation charges listed in section 10 above.

17. Data Protection

When you book a holiday with us, you give us your contact details which we require for the proper performance of our contract with you. We also use this information to provide you with new editions of our brochure and special offers as these become available. We keep your details on file for 10 years and we do not send marketing material to you more than 10 years after your last holiday or brochure request. You can ask us to stop sending marketing material at any time by writing to us or sending an email to [email protected] or telephone our Customer Relations Department on 01257 248008. On receipt of such a request we will immediately discontinue sending you further publicity material. Under the Data Protection Act and General Data Protection Regulation, you have a right to access the personal data we hold on you. You must make any request for access in writing and we have up to 30 days to respond. We may not respond if in doing so we would be forced to disclose to you information concerning another individual. Our mailing list is entirely confidential to companies in the Alfa Leisureplex Group and we do not make it available to any other Company unless this is necessary for the performance of the contract with you. Any personal information you provide to us regarding your state of health is stored only for the purpose of the specific booking for which you divulge the information. It is made available to hoteliers and transportation providers only in so far as is absolutely necessary to enable them to accommodate your needs. This information is not stored for use in future bookings and must be disclosed to us each time you make a booking.

18. Complaints and Disputes

We aim to maintain a high standard of service to you. But if something does go wrong, you have to play your part in trying to resolve the problem by raising your complaint with the hotel manager as soon as the problem arises. We cannot deal with complaints which have not been raised in this way. In the event that it is found impossible to rectify a problem arising during your stay, we can normally agree an amicable settlement between us after you have returned from holiday, providing you write to us within 28 days of the completion of the holiday.