Potters Resorts

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 that you accept them at the time of making your reservation. You can make a reservation by calling 0333 3207 465 or online at www.pottersresorts.com.

All prices are per person, per break, and all accommodation supplements are per person, per night.

Breaks at Five Lakes are Exclusively for Adults. Adult Breaks at Hopton-on-Sea are Exclusively for Adults. The person making the reservation must be aged 18 or over and have the authority of all persons named on the reservation to commit them to these Terms and Conditions and provide their full postal addresses and dates of birth.

We accept payment by Debit, Credit Card, BACS Transfer or Cheque.

A deposit is required as one payment at time of booking, which is 20% of the total booking value. The deposit paid will be shown on your confirmation and is non-refundable, unless covered under the terms of our optional Cancellation Protection Cover, which we strongly recommend for your peace of mind. You will be asked to accept or decline this at the time of confirming your reservation. As Cancellation Protection Cover is effective immediately from when your reservation is confirmed, premiums are never refunded. Please see our Cancellation Protection Cover page for more details. If declining Cancellation Protection, your deposit payment (or full balance if booking a break commencing within 56 days) is always forfeited on cancellation.

The balance of the holiday cost will be detailed on your holiday confirmation that we will email to you. The balance of your holiday cost must reach us no later than 8 weeks (56 days) prior to the start of your holiday. Reminders are not sent, so please keep your confirmation in a safe place. If the balance of your holiday is not received in full by this date, we reserve the right to treat your reservation as cancelled and to apply the cancellation charges set out in the ‘Cancellation by You’ paragraph. If your reservation is made within 56 days of the start of your holiday, the balance is due immediately. Within 14 days of arrival, a Debit or Credit Card payment is required at the time of making your reservation.

If payment is made by cheque, this must be made payable to ‘AB Hotels (Five Lakes) Ltd t/a Potters Resorts Five Lakes’ for Potters Resorts Five Lakes bookings, and ‘Potters Leisure Ltd t/a Potters Resorts Hopton-on-Sea’ for Potters Resorts Hopton-on-Sea.

Confirmation of Booking and Your Contract: When you make your reservation, you will be required to confirm your booking and by doing so you will enter into a Contract with Potters Resorts (Potters Leisure Ltd and AB Hotels (Five Lakes) Ltd) and these Booking Terms & Conditions will apply.

For legal reasons, it is a requirement that you agree to temporary membership of Potters Residential & Social Club, which is automatically included for the duration of your holiday. If for any reason you have to cancel your reservation, cancellation charges will be incurred. This contract is governed by English Law and is subject to the exclusive jurisdiction of the Courts of England and Wales.

Pricing: The prices shown supersede and update all previous publications. Due to the rising costs of energy, and to match demand for individual breaks, as well as supplying and delivering our services, prices are subject to change. Please refer to our website for the latest break pricing.

All prices are per person for the duration shown, occupying standard accommodation and are inclusive of VAT at prevailing rate. We reserve the right to alter all prices before confirming your reservation. The price of your holiday shown on your confirmation will not be changed except because of governmental action (e.g. an increase in the rate of VAT) or if the break is substantially changed.

Friends Club Offers are exclusively for the use of members and are non-transferable. We reserve the right to cancel bookings where made by a non-member, or where a Friends exclusive saving has been applied to a non-member within the party.

Under-Occupancy: With the wide range of accommodation at our resorts we will always offer the most suitable room based on the number of guests within your party. However, if we do not have a suitable size of accommodation available for your party but we can offer a larger accommodation, an under occupancy supplement dependent on the break date will be applicable. The supplement is based on the overall size of the accommodation and the required occupancy of adults and children ratio.

Amendments to your reservation: After your confirmation has been issued, you may wish to make some amendments to your reservation. We will always try to meet with your request, however a charge of £10 per person per amendment will be made. Where major amendments (change of date or duration) are made within 56 days of the start date of your holiday, this will be treated as a cancellation and subject to cancellation charges as detailed below.

Cancellation by you: It may be necessary for you to cancel your holiday. In most cases your Cancellation Protection, if taken, will cover a majority of your payments arising from cancellation. If you cancel within 56 days of the start of your holiday and have not taken Cancellation Protection Cover you will be liable to pay the full holiday cost.

Cancellation after the start of your holiday: Where a guest detailed on your Reservation has to cancel their holiday after commencement due to any reason, other than if we suspect you are a risk or potentially contagious to other guests and staff as outlined in our ‘Communicable Diseases’ section, refunds are not given. If you have taken Cancellation Protection a partial refund may be made and the amount will be at the discretion of Potters Resorts.

If we change your reservation: Very occasionally, it may be necessary for us to make changes to holiday details and to our brochure both before and after your reservation has been confirmed. As this is usually the result of circumstances outside of our control, we must reserve the right to do so. Most changes will be of minor nature. If, however, there is a particular service or facility that you require or anything which you feel is a major reason for selecting the particular Potters Holiday, you are requested to advise us in writing. In the rare event of our having to make a major change, we will notify you as soon as possible. We will then offer you the choice of A) accepting the changed arrangements, or B) purchasing an alternative holiday, if available (and paying or receiving a refund in respect of any price difference), or C) cancelling your holiday and receiving a full and prompt refund of all monies paid. We regret we cannot be responsible for any costs and expenses you may incur as a result of any change.

If we cancel your holiday: Very rarely we may find it necessary to cancel holidays and we must reserve the right to do so. However, we will only cancel holidays if: A) You fail to make payment in full and on time, B) if we are forced to do so as a result of unusual and unforeseeable circumstances beyond our control, the consequences of which we could not have avoided even with all due care or C) it is possible we may cancel a particular holiday if we have sold insufficient capacity of available accommodation to enable that holiday to be operated within an acceptable standard of both atmosphere and viability. D) we are continually refurbishing and updating the Resort with new facilities and accommodation, sometimes it is unavoidable that these plans will affect holidays booked in advance and accepted in good faith at the time of booking, where this causes a change to your holiday we will endeavour to inform you with as much notice as possible and offer you alternative accommodation or alternative dates or if necessary we may be forced to cancel your holiday with us, in this unlikely event a full refund of all monies paid will be made to the party leader. Potters Resorts cannot be held liable for any 3rd party and/or any other expenses associated with any cancellations howsoever caused. In the event of cancellation (other than due to your default in payment) we would return to you all money you have paid us, or will offer you an alternative holiday of comparable standard. No liability for any other costs which may arise from such cancellations can be accepted by us.

Policy of Fair Trading: We take every care to ensure that the details of our website are accurate regarding the descriptions of the services and facilities available or planned to be available at Potters.

The operation of Potters is subject to legislation and guidelines laid down by the ‘Health & Safety Executive’ and Local Authorities and their codes of practice. We accordingly reserve the right to adjust our services in order to meet these standards.

All photographs used in our brochures, website and other marketing materials are intended for general guidance only.

It is possible that in some circumstances, some accommodation or a particular facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation, or any other factor outside of our control. We therefore reserve the right to make such alterations in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay any compensation for any inconvenience caused.

The incredible demands of Potters entertainments programme means we reserve the right to substitute another act/artist without prior notice or refund. Any compensation payments due to change of visiting acts/entertainment will be made at the discretion of Potters Resorts.

Our Gender Pay Gap policy is and will continue to be focused on developing people based on talent and ability regardless of gender. For more information please see our Gender Pay Gap Statement 2023 for Potters Leisure Limited, and our Gender Pay Gap Statement 2023 for A.B. Hotels (Five Lakes) Limited.

Comments: We sincerely hope you will not encounter any problems during your holiday. In the unlikely event that you do, you must notify us immediately. Most problems are capable of being remedied on the spot and we will do our best to ensure they are. Should you remain unhappy, you must put any unresolved complaint in writing to us within 28 days of the end of the holiday, addressed to the Guest Services Manager. We will then investigate the matter so that an amicable resolution can be reached. We regret we cannot accept liability for any claim not notified to us in accordance with these Booking Terms and Conditions.

Visitors and Non-Residents are not permitted without prior arrangement with the Management. Sporting and all Club facilities are not available for non-residents. Where permission is given, any visitors must leave the Resort by 7.30pm. Use of certain club facilities by local members is limited by management approval and numbers.

General Conditions: Potters Resorts has a responsibility for the welfare of all its guests and therefore reserves the right to end the holiday of any guest whose unreasonable conduct may impair the comfort and enjoyment of other guests, e.g. excessive noise.

Potters Resorts operate a Zero Tolerance policy to illegal drug use on our premises, and as such any guest found to be in possession of, or believed to be in possession of, drugs or under the influence of drugs contrary to the misuse of drugs act, will be asked to leave the premises immediately with no refund or compensation for any lost holiday time due to their expulsion.

Potters Resorts cannot accept responsibility for any valuables unless deposited at Reception and an official receipt obtained. This includes loss or damage to any valuable 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 any child care facilities. Whilst we are happy to provide children’s activities at Potters Resorts Hopton-on-Sea on breaks during school holidays, they are not child care facilities. Please note that at all times the safety of children is the responsibility of the parent or guardian. The parent or guardian will be held accountable for the actions of any minor(s) in their control. In all circumstances, guests on Exclusively for Adults breaks must be 18 or above.

The facilities and activities listed, sample food and drinks menus and the entertainment offering described on the Potters Resorts website and within brochures and other marketing material is for illustrative purposes and intended for guidance only. It is likely that some facilities and activities will not be available, whilst others not detailed will be. The entertainment offering is also subject to change, and we reserve the right to do so without prior consent. While we can't promise any specific facility or activity, what we do promise is our unwavering commitment to making your stay with us as enjoyable and fulfilling as possible.

Upon departure, the guest agrees to hand over the room in a clean and tidy condition to make good or pay for any furniture, fixtures and equipment that may be broken, loss or damaged during the occupation.

Communicable Diseases: For health and safety reasons and to protect all our guests, we cannot accommodate anyone who has or has just had an infectious medical condition, without a doctor’s certificate to confirm that any such condition is no longer contagious. You should inform us immediately should any such condition develop in any member of your party within the 14 days prior to your arrival date. Your booking is accepted on the understanding that Norovirus and/or other communicable diseases which spread from person to person either directly or indirectly via surfaces, can be present in the general population at large and can affect any public space, are beyond our control. Your holiday contract is issued on the understanding that the company operates as one such public space and therefore cannot be immune to the potential of Norovirus and/or similar bugs circulating amongst the general population. Whilst we will do all we practicably can to reduce such possibilities, we cannot be considered negligent or accept liability for damages however caused, including illness, loss of enjoyment or resulting costs, because of such public health risks that are introduced to Potters Resorts. If you are affected by such a condition, you are required to report the fact immediately in order for us to inform staff dealing with you and your accommodation. If there is a health concern related to you, our management team may ask you to stay in your room with the other room occupants and will curtail your stay from that point.

As a gesture of goodwill, any full days lost as a result of our request will be refunded, subject to affected guests reporting the condition immediately and exercising full compliance with management requests.

We work closely with and follow all guidelines as laid out by governmental agencies which are subject to change at any time. Any restrictions on the resorts are based on these guidelines and additional local UKHSA, local council and EHO guidance.

We want to maintain a safe and secure environment for you and your family and may ask you for your identification on arrival. We don’t knowingly allow anyone to use or visit Potters Resorts 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.

At Potters Resorts, we don't serve alcohol, alcohol-free alternatives of alcoholic drinks, or low-alcohol products to guests under 18 years old anywhere on the Resort, including in the restaurants during meal service.

Coronavirus: If any guest experiences any symptoms that are Covid-19 related whilst on Resort, they must make this known to Potters Resorts’ management, who will isolate them whilst arrangements are made for them, and all guests who are sharing accommodation, to safely leave the Resort. All monies paid from the time of the break’s termination will be refunded, but only if the guest reports their condition immediately and exercises full compliance with management requests to help protect the well-being and safety of all guests and team members. We continue to follow all guidelines as laid out by the government which are subject to change at any time. Any restrictions on the resorts are based on these guidelines and additional local EHO guidance.

Cancellation Protection Cover

We strongly recommend that guests take out Cancellation Protection Cover where, in the event of sickness, compulsory quarantine, injury, death or redundancy, all monies paid except the Deposit and Cancellation Protection premium will be refunded. In all cases, supporting documentary evidence will be required. The cost of Potters Resorts’ Cancellation Protection cover is only £20 per adult (all accompanied children under 18 years of age are covered free).

Assistance Dogs

Potters Resort welcomes Assistance dogs but unfortunately cannot cater for any pets on Resort, however, there are a number of kennel facilities in the local area. Please do advise us if you are bringing any of following dogs so we can ensure we arrange the most suitable accommodation for you prior to your arrival:

  • Guide Dogs
  • Hearing Dogs
  • Assistance Dogs

All dogs must be kept on a leash at all times including external areas. All professionally trained dogs must be toilet trained and remain with their owner at all times, dogs cannot be left in accommodation alone. Owners are requested to bring their own dog bedding and food.

We do also advise that they must wear their uniform when out in the public areas of the Resort.

All breaks at Potters Resorts are Exclusively for Adults, apart from during school holidays where we welcome families at Potters Resorts Hopton on Sea only.

We do not accept bookings from any person below the age of 18 on Exclusively for Adults breaks. If children arrive on Resort on an Exclusively for Adults break, the party will be asked to leave, with a loss of all monies paid.