Terms and Conditions

The following Booking Terms and Conditions cover the important elements of the booking process and your rights.

How To Book

Select your short break and carefully read these Booking Terms and Conditions, as you will be asked to confirm acceptance at the time of reservation. You can book by calling 0333 3207 465 or online at www.pottersresorts.com.

All prices are per person, per break; all accommodation supplements are per person, per night. Our variable pricing policy means prices are subject to change and can only be guaranteed at time of booking.

All breaks at Potters Resorts are Adult Only, except during school holidays when we welcome families at Potters Resorts Hopton-on-Sea only.

We do not accept bookings from anyone under the age of 18 on Adult Only breaks. If children arrive on an Adult Only break, the entire party will be asked to leave with no refund.

A deposit of 20% of the total booking value is required as a single payment at time of booking. The deposit is non-refundable. However, if you take our optional Cancellation Protection Cover, which we strongly recommend, you may be able to claim a refund of the amount paid, excluding the first £50 per adult of the deposit and the Cancellation Protection premium, provided the reason for cancellation is covered. You will be asked to accept or decline this at the time of booking. As Cancellation Protection is effective immediately upon confirmation, premiums are never refunded. See our Cancellation Protection Cover page for full details. If declining Cancellation Protection, your deposit is always forfeited on cancellation, and additional charges apply if cancelling within 56 days as detailed in the ‘Cancellation by You’ section of these Terms and Conditions.

Your holiday balance will be shown on your confirmation email and must be received no later than 8 weeks (56 days) prior to your holiday start date. Reminders are not sent, so please keep your confirmation safe. If the balance is not received by this date, we reserve the right to treat your reservation as cancelled and apply the charges set out in 'Cancellation by You'. If booking within 56 days of your holiday, the balance is due immediately. Within 14 days of arrival, a Debit or Credit Card payment is required at time of booking.

Cheques must be made payable to 'AB Hotels (Five Lakes) Ltd t/a Potters Resorts Five Lakes' for Five Lakes bookings, and 'Potters Leisure Ltd t/a Potters Resorts Hopton-on-Sea' for Hopton-on-Sea bookings.

Confirmation of Booking and Your Contract: On confirming your reservation, you enter into a contract with Potters Resorts (Potters Leisure Ltd and AB Hotels (Five Lakes) Ltd) and these Booking Terms & Conditions apply. For legal reasons, you are required to agree to temporary membership of Potters Residential & Social Club, automatically included for the duration of your stay. Cancellation charges will apply if you cancel your reservation. This contract is governed by English Law and subject to the exclusive jurisdiction of the Courts of England and Wales.

Pricing: Prices shown supersede all previous publications. Prices are subject to change due to rising costs and demand; please refer to www.pottersresorts.com for the latest pricing. All prices are per person for the duration shown, occupying standard accommodation, and are inclusive of VAT at the prevailing rate. We reserve the right to alter prices before confirming your reservation. The price on your confirmation will not change except as a result of governmental action (e.g. a change in VAT rate) or if the break is substantially changed.

Occasionally errors may occur. If an incorrect price appears and you have a confirmed booking, we may:
A) cancel the booking;
B) provide a refund in accordance with the cancellation policy; or
C) offer a revised booking at the correct price.

Amendments to Your Reservation: We will always try to accommodate amendment requests, however a charge of £10 per person per amendment applies. Major amendments (change of date or duration) made within 56 days of your holiday start date will be treated as a cancellation and subject to cancellation charges as detailed below.

Cancellation by You: If you need to cancel your holiday, Cancellation Protection - if taken - will cover most of your payments. If not taken, the following charges apply based on the number of days prior to your arrival date and the total booking cost:
• 57 days or more = 20% (deposit payment)
• 43-56 days = 50%
• 29-42 days = 75%
• 0-28 days = 100%

Cancellation After the Start of Your Holiday: Where a guest must cancel after commencement for any reason other than a communicable disease concern as outlined in our 'Communicable Diseases' section, refunds are not given. If Cancellation Protection has been taken, a partial refund may be made at the discretion of Potters Resorts.

If We Change Your Reservation: Occasionally we may need to make changes to holiday details before or after confirmation, usually due to circumstances outside our control. Most changes will be minor. If there is a specific service or facility that is a significant reason for your booking, please advise us in writing. In the rare event of a major change, we will notify you as soon as possible and offer you the choice of:
A) accepting the changed arrangements;
B) purchasing an alternative holiday, if available, with any price difference refunded or charged accordingly; or
C) cancelling and receiving a full refund of all monies paid. We cannot be responsible for any costs or expenses incurred as a result of any change.

If We Cancel Your Holiday: We will only cancel holidays if:
A) payment has not been made in full and on time;
B) unusual and unforeseeable circumstances beyond our control make it unavoidable;
C) insufficient accommodation has been sold to operate the holiday to an acceptable standard; or
D) ongoing refurbishment or development works make it unavoidable, in which case we will provide as much notice as possible and offer alternative accommodation, alternative dates, or a full refund.

Potters Resorts cannot be held liable for any third-party or other expenses associated with any cancellation. In the event of cancellation (other than due to payment default), all monies paid will be returned or an alternative holiday of comparable standard offered.

Policy of Fair Trading: We take every care to ensure our website accurately describes the services and facilities available at Potters Resorts. Operations are subject to Health & Safety Executive and Local Authority legislation and guidelines, and we reserve the right to adjust our services accordingly. All photographs in our brochures, website, and marketing materials are for general guidance only. Some accommodation or facilities may be temporarily withdrawn due to maintenance, renovation, adverse weather, changes in legislation, or other factors outside our control. We reserve the right to make such alterations without prior notice and cannot accept liability for the loss of an advertised facility or pay compensation for any inconvenience caused.

The demands of our entertainment programme mean we reserve the right to substitute acts or artists without prior notice or refund. Any compensation relating to changes in visiting acts will be at the discretion of Potters Resorts.

Comments: We sincerely hope you will not encounter any problems during your stay. If you do, please notify us immediately — most issues can be resolved on the spot. Should you remain unhappy, any unresolved complaint must be put in writing to the Guest Services Manager within 28 days of the end of your holiday. We cannot accept liability for any claim not notified in accordance with these Booking Terms and Conditions.

Visitors and Non-Residents are not permitted without prior arrangement with Management. Sporting and Club facilities are not available to non-residents. Where permission is granted, visitors must leave the Resort by 7.30pm. Use of Club facilities by local members is subject to management approval and availability.

Zero Tolerance Policy: Potters Resorts has a responsibility for the welfare of all guests and reserves the right to end the holiday of any guest whose unreasonable conduct impairs the comfort and enjoyment of others.

Potters Resorts operates a Zero Tolerance Policy in regard to:
A) violence or attempted violence;
B) threatening, abusive, aggressive or intimidating behaviour;
C) harassment or discrimination;
D) serious disruption or excessive noise;
E) damage to property;
F) illegal drugs; or
G) repeated refusal to follow reasonable safety or management instructions.

Such behaviour may result in immediate removal of the offender from the premises, and we reserve the right to end the remaining party’s break where continuing would be unsafe, impractical or likely to cause further serious disruption.

Any refund for the unused portion of the break is at the discretion of Potters Resorts, taking into account any reasonable costs and direct losses caused by their behaviour.

We reserve the right to refuse future bookings from any guest removed for serious misconduct, including bookings made by another person which include them.

The Lead Booker must make the whole party aware of the Terms and assist management when an issue arises. Each adult remains responsible for their own behaviour.

General Conditions: Guests must wear or produce their wristband when reasonably requested. If they cannot, they must provide details so we can confirm their identity and booking. Repeated refusal may result in access being restricted or the guest being removed.

Potters Resorts cannot accept responsibility for any valuables unless deposited at Reception and an official receipt obtained. This includes loss or damage to valuables left in accommodation, on the premises, or in any motorised transport.

Swimming and all recreational activities are undertaken at guests' own risk.

We regret that we cannot offer childcare facilities. Whilst we are happy to provide children's activities at Potters Resorts Hopton-on-Sea during school holiday breaks, these are not childcare facilities. The safety of children remains the responsibility of the parent or guardian at all times, who will be held accountable for the actions of any minor in their care. Guests on Adult Only breaks must be aged 18 or above.

The facilities, activities, menus, and entertainment described on the Potters Resorts website, brochures, and other marketing materials are for illustrative and guidance purposes only. Some listed items may not be available whilst others not detailed may be. The entertainment offering is subject to change without prior notice. Whilst we cannot guarantee any specific facility or activity, we are unwavering in our commitment to making your stay as enjoyable and fulfilling as possible.

Potters Resorts welcomes guests who use mobility scooters or powered wheelchairs due to injury, disability or a medical condition. To help ensure the safety, comfort and accessibility of all guests and team members, the use of mobility scooters and powered wheelchairs is subject to our Mobility Scooter & Powered Wheelchair Policy and we ask that the relevant resort’s policy is read prior to arrival by visiting www.pottersresorts.com/accessibility.

All guests are expected to leave accommodation in a reasonable condition upon departure. Where excessive cleaning, specialist treatment, repair, or replacement of fixtures, furnishings, or fittings is required as a result of damage, misuse, or unreasonable condition, we reserve the right to charge the lead guest for any associated costs.

Communicable Diseases: For the health and safety of all guests, we cannot accommodate anyone with or recently recovered from an infectious medical condition without a doctor's certificate confirming it is no longer contagious. You must inform us immediately if any such condition develops within 14 days prior to your arrival.

Your booking is accepted on the understanding that Norovirus and other communicable diseases can be present in the general population and can affect any public space. Potters Resorts operates as one such public space and cannot be immune to these risks. Whilst we will do all we practically can to reduce this possibility, we cannot be considered negligent or accept liability for illness, loss of enjoyment, or resulting costs arising from public health risks introduced to our premises.

If you are affected by such a condition, you must report it immediately so we can inform relevant staff and take appropriate action. Our management team may ask you and your room occupants to remain in your accommodation and may curtail your stay from that point. As a gesture of goodwill, any full days lost as a direct result of our request will be refunded, subject to the condition being reported immediately and full compliance with management requests. We follow all guidelines from governmental agencies including UKHSA, local council, and EHO guidance, all of which are subject to change.

To maintain a safe and secure environment, we may request identification on arrival. We do not knowingly permit anyone who is a convicted child offender, subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Risk of Sexual Harm Order or Child Abduction Notice to use or visit Potters Resorts.

Cancellation Protection Cover

We truly empathise with how unpredictable life can be. That's why we highly recommend our Cancellation Protection Cover to all guests. For just £20 per adult (18 and over), you can protect your booking against unexpected cancellation. This cover must be taken at the time of booking and cannot be added retrospectively. The premium is due when cover is confirmed but will not be collected until you pay your balance.

Our Cancellation Protection allows you to claim a refund, excluding the first £50 per adult of the deposit plus the Cancellation Protection premium, provided the reason for cancellation is covered. Guests without Cancellation Protection will not be covered for losses resulting from unforeseen cancellation, however we can issue a cancellation confirmation to support a claim against any other travel insurance held.

Cover Provided: In the event of cancellation due to sickness, compulsory quarantine, injury, death, redundancy, jury service, or witness/court summons, all monies excluding the first £50 per adult of the deposit plus the Cancellation Protection premium will be refunded. Supporting medical or redundancy documentation is required in all cases, and all cancellations must be confirmed in writing.

Cancellation After the Start of Holiday: Where a guest must cancel after commencement due to hospitalisation and Cancellation Protection has been paid, a refund may be made for the proportion of the holiday lost. The amount refunded will be at the discretion of Potters Leisure Ltd. No claim can arise from self-inflicted curtailment such as excessive alcohol consumption.

Guests should note that Cancellation Protection does not cover personal luggage, money, accident, travel, or similar and should make separate arrangements for these.