Booking Information & Conditions
Best Price Guarantee
Our prices may increase or reduce. We recommend early booking to obtain our best prices. We guarantee that if the same holiday is promoted at a lower price after your booking, subject to the Terms & Conditions below, you will be eligible for a refund of the price difference. Best price guarantee only covers bookings on our Dinner, Bed & Breakfast Terms.
The refund is subject to the accommodation being for the same hotel, date, duration and number of guests in the same room type. Guarantee is only against holiday prices advertised and on our website.
Online Price Guarantee
We guarantee that online bookings made on our own website will be the same price or lower than third party websites. Also bookings made on our own website will be given our Best Price Guarantee as above.
A deposit of 25% is required on all bookings. Full payment is required 28 days prior to arrival.
Let us know about any special requests at the time of booking and we will do our best to help. We cannot guarantee the position of bedrooms.
We strongly recommend that you take up holiday insurance as without it cancellation can result in loss of all monies paid.
If you need to cancel your booking please telephone our Reservations Team on 01803 400500. Cancellation charges are calculated from the date we receive your verbal instructions.
More than 56 days prior to the start of your holiday: £20 cancellation charge per person
55 - 28 days: Loss of deposit
27 - 8 days: 75% of total cost
7 days or less: 100% cancellation charge
In the following circumstances and subject to receipt of satisfactory documentary evidence you will be entitled to a refund of all monies paid: Death of any member of your party or a close relative of any party member; admission to hospital of any member of your party; illness where a doctor advises against travel; redundancy of any member of your party; jury or witness service of any member of your party.
If you do need to cancel your holiday for one of the above reasons you also have the option of transferring your holiday to a future date. No charge is made for this change. If the value of the alternative stay is higher you will be required to pay the additional cost. If the value of the alternative stay is lower you will receive a refund.
If you need to change the dates of your holiday or hotel for any reason other than those listed above there will be an administration cost of £25 per person. If the value of the holiday is higher you will be required to pay the additional cost. If the value of the holiday is lower and you have already paid in full, a credit will be given for use against future holidays at TLH Leisure Resort.
Groups: Group bookings of 20 or more are subject to a group contract and cancellation policy.
Day of Arrival & Departure
Rooms will be ready by 3.00pm on the day of your arrival. You are welcome to arrive early and enjoy the hotel facilities. We are happy to arrange a late supper if you let us know that you do not expect to arrive in time for dinner. On your day of departure bedrooms need to be vacated by 11.00am and apartments by 10.00am.
Early & Late Meals
We will be happy to arrange an early breakfast or late supper if you let us know the previous day. Packed lunches are also available for your journey home or if you are spending the day out and about.
We try to cater for all special diets - please let us know in advance if you have any special dietary requirments and our chefs will be happy to discuss menus with you.
All of our hotels and apartments, including bedrooms are non-smoking. We do have designated smoking areas around the complex.
E-Cigarettes: Gustes and customers may use e-cigarettes in their bedrooms but not in any internal areas of the hotel complex.
In line with current requirements for Visit Britain grading, we have prepared an accessibility statement for each of our hotels. This is available for your reference on this website, or from private reservations on request. Any special requirements should be discussed with our private reservations team when you make your enquiry. Due to limited availability of parking spaces for disabled guests we can only reserve spaces when the drive of the vehicle is disabled and a Blue Badge holder.
When paying your account we are happy to accept cash, cheques or major credit and debit cards. Pre-authorisation of credit and debit cards may be requested on arrival to allow for additional charges to your account during your stay.
Accommodation shall only be used by the persons listed on the confirmation letter. The person making the booking must be over 18 years of age. The manager may immediately retake possession of the accommodation if, in his opinion, any member of the party is guilty of conduct which is likely to cause unreasonable disturbance to others. The Hirer will be held responsible for the contents of the accommodation in his/her possession. Any breakages, loss or damages to the premises or fixtures and fittings must be paid for. Pets are not allowed with the exception of guide doges for the blind and listening dogs for the deaf.
- Was impressed by every member of staff we came in contact with. The fact that the whole staff, worked together as an efficient, helpful and cheerful TEAM – impressive
Mr Roberts - Lancing
- We’ve been coming here for 10 years, AND we’ll be back
Mr & Mrs R Graham - Llantarnam
- A friend told me about your establishment and I’m so glad she did. This is our 4th visit and I can’t wait for our 5th!
Mrs L Cottrell - Bristol
- Excellent short break. Fab value for money
Mrs S Baker - Newport