General Terms and Conditions
Price Match Guarantee
In the unlikely event that you find your stay cheaper elsewhere, we promise to match the price quoted at that time. To qualify for a price match, the rate you’ve seen must:
- Be live and available at the time you call (we recommend you take a screenshot of the webpage and have it to hand when you speak to us)
- Must be immediately available on a website to book
- Apply to the same hotel, dates, room type (including the same number and size of beds), board basis and number of guests, including children
- Can only be submitted at the time of, or within 24 hours of making your booking
- Cannot include in its price any promotional vouchers, loyalty, members-only or corporate discounts
A deposit of 10% 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 you take out insurance cover as 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:
Time prior to the start of your holiday:
More than 56 days : £20 cancellation charge per adult, or loss of deposit if the deposit is less than £20 per adult.
55–28 days: Loss of deposit
27–8 days: 75% of the total cost
7 days or less: 100% cancellation charge
In the following circumstances and subject to the receipt of satisfactory documentary evidence you will be entitled to a refund less £25 administration fee: 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 these 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.
Changing your dates
If you need to change the dates of your holiday or hotel for any reason other than those listed above there may be an administration cost of £25 per person. If the value of the holiday is higher you will be required to pay the difference. 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. Our hotel facilities are not available for you to use once you have checked out.
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 requirements and our chefs will be happy to discuss menus with you.
We would like to remind guests that all indoor areas within TLH Resort are designated non-smoking including all bedrooms and apartments. This includes the use of e-cigarettes. Designated smoking / vaping areas are located around the 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 the limited availability of parking spaces for disabled guests, we can only reserve spaces when the driver of the vehicle is disabled and a Blue Badge holder.
When paying your account, we are happy to accept major credit or debit cards. Cheques will only be accepted as pre-payment if received a minimum of 25 days before arrival. Pre-authorisation of credit or 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.
Unacceptable Customer Behaviour
We aim to deliver a great service and outstanding experience to all our customers and we welcome any feedback. However, in a small minority of cases, customers behave unreasonably and impact on our ability to provide that service to others.
At TLH Leisure Resort we have a zero tolerance approach if you:
- verbally or physically abuse or threaten members of our TLH Team or other people
- cause a disturbance to other guests through excessively noisy or antisocial behaviour
- use illegal drugs anywhere on the TLH complex
- cause damage to TLH property
You will be asked to leave the Resort without a refund if your behaviour is deemed unreasonable and puts our teams or other customers at risk.
Dogs and other pets are not allowed at TLH Leisure Resort, with the exception of:
- Registered guide dogs
- Registered hearing dogs
- Registered assistance dogs
Facilities & Entertainment
All facilities described are subject to availability. It is possible that accommodation, services or facilities may need to be adjusted or withdrawn temporarily due to maintenance, legal requirements, factors beyond our control, operational needs of other guests, and/or good practice. If material changes occur in advance of your arrival, we will endeavour to advise you of changes. If there are any alterations taking place during your stay we will aim to ensure that any disruption is minimised by scheduling works to be carried out during the daytime, as far as possible.
Entertainment is provided every evening in at least one of the venues within TLH Leisure Resort, but please note that it may not be in the hotel in which you are booked. The entertainment programme advertised may be subject to change for reasons beyond our control without prior notice, and we are unable to accept any liability arising from such change.
Infectious and Contagious Illnesses
If you or anyone in your party has, or has recently had, a contagious illness we reserve the right to:
• refuse your booking;
• cancel your holiday; and/or
• ask the affected person to stay in their room or leave immediately if we think it’s necessary to protect public health.
We ask that you inform us immediately should any condition develop in a member of your party within 7 days of your holiday start date, or while you are staying with us. This includes Norovirus.
Norovirus, sometimes known as the ‘winter vomiting bug’, is the most common stomach bug in the UK, affecting people of all ages. It is highly contagious and is transmitted by contact with contaminated surfaces, or an infected person. The symptoms of Norovirus are very distinctive – people often report a sudden onset of nausea followed by projectile vomiting and watery diarrhoea. Anyone who has been in contact with, or has had Norovirus or suspected Norovirus within 7 days prior to arrival must not be allowed to travel.
The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for Torquay Leisure Hotels Ltd, and in the event of their insolvency, protection is provided for:
- non-flight packages
ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with Torquay Leisure Hotels Ltd.
In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.
You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made
Please note we may monitor and record communications with you (such as telephone conversations and emails) for the purposes of quality and training.