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Terms & Conditions

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

Deposits

A deposit of 10% is required on all bookings. Full payment is required 28 days prior to arrival.

Special requests

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.

Cancellations

We are currently operating a sympathetic cancellation policy where bookings affected by COVID-19 are concerned. Please speak to our Reservations Team to find out more. 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.

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.

Special Diets

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.

Smoking Policy

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.

Disabled Access

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.

Accounts

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.

Conditions

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 dogs for the blind and listening dogs for the deaf.

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, but is not limited, to Covid 19 and 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.

Likewise, anyone who has tested positive for Covid 19 in the 7 days prior to travel must not be allowed to travel. Our Covid 19 Guarantee remains in place for all holidays taking place in 2022.coronavirus guarantee.

TLH coronavirus guarantee

ABTOT

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:

  1. 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

Coronavirus

We take the health and wellbeing of our customers and staff extremely seriously and are continuously reviewing how we operate to ensure our premises are fully Covid-19 secure.

View our covid statement

TLH Coronavirus Guarantee

Even though it appears the worst of the Coronavirus Pandemic is over, we are continuing to offer you complete reassurance and peace of mind with our TLH Coronavirus Guarantee.

TLH CORONAVIRUS GUARANTEE

More than just a hotel

Discover what makes us more than just a hotel...

Explore the resort

TLH Leisure Resort is the biggest leisure resort in the South West, boasting unrivalled leisure and entertainment, all year round! Explore what makes us more than just a hotel.

Aztec Leisure

At the very heart of our hotels, Aztec Leisure includes our Aztec Spa, Gym, Studio, Pools, Games, and Bistro. Whether it’s family fun, relaxation, pampering or serious exercise you’re looking for, this is the place for you.

Entertainment

TLH Leisure Resort is the home of great entertainment! With top shows by our talented in-house entertainment team and some of the best cabaret acts on the scene, there’s entertainment 365 days a year!