Terms and Conditions
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 500.
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.
We accept payment by Debit, Credit Card, BACS Transfer or Cheque.
A deposit is required to be paid at the time of booking, which is 20% of the total booking value. The deposit paid will be shown on your confirmation. We strongly recommend Potters Cancellation Protection for your peace of mind, and you will be asked to accept or decline this at the time of confirming your reservation. As Cancellation Protection cover is effective immediately your reservation is confirmed, premiums are never refunded. Please see Cancellation Protection details and note that Deposits are not covered and therefore not refundable.
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 not 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’. Payment may also be made using most Debit Cards or Visa and MasterCard.
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 AB Hotels (Five Lakes) Ltd t/a Potters Resorts Five Lakes and these Booking Terms & Conditions will apply. For legal reasons, it is a requirement you agree to temporary membership of Potters Residential, Squash & 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. In all cancellations the deposit payment is forfeited. This contract is governed by English Law and is subject to the exclusive jurisdiction of the Courts of England and Wales.
Price Promise: The prices shown supersede and update all previous publications and will apply to all bookings made after 13th December 2021. All prices are per person for the duration shown, occupying standard bungalow 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.
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 £6 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 the ‘Cancellation Charges’ shown.
Cancellation by you: It may be necessary for you to cancel your holiday. In most cases your Cancellation Protection, if taken, will cover the payments arising from cancellation. In the event of cancellation your Deposit and Cancellation Protection premiums are not refundable. 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, 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. 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. 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.
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.
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 2021.
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
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.
Car Parking: All vehicles are parked completely at the owners’ risk. No liability will be accepted by the company for any damage however caused. Car parking is complimentary.
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 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 we cannot offer any child care facilities. Whilst we are happy to provide children’s activities, 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.
The facilities and activities listed, and the entertainment offering described on the Potters Resorts website and within brochures and other marketing material is 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. This is because of the changing Governmental guidance and bookings are accepted in good faith and on the understanding that any specific facilities, activities, entertainment or service will not be operated against any prevailing government guidelines and this is not cause for compensation or non performance of our contract. We will always aim to provide the best experience possible whilst always putting our guests, our teams and our community’s safety first and foremost at all times.
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 similar contagious bugs, 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. You, and anyone you have been in close contact with, at the sole discretion of management, may be confined to your room(s) and requested to leave the Resort at the earliest opportunity. If we suspect you are a risk or potentially contagious to other guests and staff at Potters Resorts, we will confine you and end your stay immediately. All monies paid from that point will be refunded only given that you report the condition immediately and exercise full compliance with management requests to help us all protect and limit the spread of infections on Resort.
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. All guests are required to provide their name and contact number as a condition of booking and in compliance with Government instruction. Potters Resorts will retain this information for as long as the Government instructs as part of their track and trace initiative and all records will be handled in accordance with full GDPR compliance. We continue to follow all guidelines as laid out by the government which are subject to change at any time. Any restrictions on the resort are based on these guidelines and additional local EHO guidance.
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.
All guests are required to give their name and contact telephone number to Potters Resorts as a condition of booking and in compliance with Government instruction. Potters Resorts will retain this information for as long as the Government instructs as part of their track and trace initiative and all records will be handled in accordance with full GDPR compliance.
Coronavirus Book with Confidence Guarantee
In the event of cancellation due to COVID-19, your booking is covered by our Book with Confidence Guarantee which is added, free of charge, to all existing and new bookings. View the full details of our guarantee
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 £7.50 per adult (all accompanied children under 16 years of age are covered free).
Please note that most of the photographs in this brochure were taken before COVID-19 guidelines for social distancing restrictions and mask wearing came into force.
Supplements and Prices
All prices are per person per break, and all supplements are per adult and child per night, unless otherwise stated. For 2022 breaks, prices shown are applicable in the following order: Adult | 9-15 | 2-8 | Under 2. For 2023 breaks, prices shown are applicable in the following order: Adult | 9-17 | 2-8 | Under 2
While all accommodation is within a reasonable distance of the main resort facilities, Potters Resorts Five Lakes has a limited number of accessible rooms. To discuss specific room requirements, please call our friendly team on 0333 3207 465 to ensure we can offer the most suitable options for your party.
Our Reservations team will ensure that the room you are allocated matches your party’s requirements. However, if you would like to secure a specific room for your break, a small charge of £12 per room, per break will be applied. However, if, because of circumstances beyond our control, we cannot honour a specific room number request, the charge will be refunded and the best alternative accommodation offered.
Arrival and Departure Days
Our breaks generally begin on Fridays and Mondays. Please refer to your booking confirmation for your dedicated arrival time slot. We ask that all accommodation is vacated by 10am and you leave the Resort by 12pm on your day of departure. Please note times are subject to change.
Drinks are inclusive from 3pm on arrival day and from 8.30am every other day until the close of bars, and up to 10.30am on your departure day. We actively discourage irresponsible drinking and so drinks with ultra-high Alcohol By Volume, such as Shots and Liquors, and highly caffeinated energy drinks, are not included free. We also carry a list of premium items as alternatives to all the popular brands already included free.
All breaks, unless otherwise stated, offer delicious food on a full board basis, from your evening dinner on your day of arrival through to breakfast on your day of departure.
On every break you will enjoy a full and varied entertainment programme, however, entertainment is subject to change and we cannot guarantee any particular performance or performer due to holidays, sickness or injury.
Sports & Activities
Because of reasons such as refurbishment, breakdown, scheduling, health and safety considerations, demand etc., we reserve the right to close or restrict certain activities and sports without prior notice or refund. Some activities and sports listed may not be available on all breaks. If you feel a certain sport or activity is a primary reason for selecting your Potters break you are requested to confirm this in writing prior to arrival. Please note, many activities come with a degree of risk and guests are advised to take care as participation is undertaken purely at your own risk.
We use an online Activities Booking System and operate a fair usage policy. Please be mindful of other guests and always cancel bookings if you change your mind.
Resident Photographer, Social Media Pictures and Videos
Pictures and videos are shot on Resort for publication on our website, in our marketing materials and on our social media channels. If you would rather not appear then please make this known to the photographer/videographer at the time.
For the safety of our guests, CCTV is in operation throughout the Resort, which may be reviewed by our senior team in the unlikely event of any security issues or during the handling of any complaint.
Wifi is provided free of charge, but availability and strength is not guaranteed and is provided subject to third party terms and conditions which can be accessed when using the system.
Only devices with a web browser and an ability to be able to connect to a public service can access the Potters Wifi network. We reserve the right to disclose your name and address to our internet service provider if we discover that you or a member of your party has illegally downloaded content or otherwise engaged in unlawful activity whilst using this facility.
Courtesy and Respect
Our team works hard to look after you during your break and will always be kind and polite. Please show them the same courtesy. Inappropriate behaviour, including verbal abuse, uninvited physical contact, or any other discourteous behaviour will not be tolerated. We would hate to see it happen, but if any persistent bad behaviour, towards other guests or members of our team, is reported, we will ask those guests to leave the Resort. In these circumstances, no refund will be made.
In accordance with government legislation, smoking is not permitted in any enclosed public space. For the comfort and benefit of our guests who wish to smoke, external covered areas are available. Electronic cigarettes and equivalents are permitted in certain areas of the Resort, but please be considerate to other guests. Our full policy is available on request.
We will accept single-sex parties up to a maximum of 6, where your party is not families or couples. However, please note our sales team will flag any bookings where they believe that the drinks element of our All-Inclusive breaks is the sole or primary reason for the party’s booking, so please don’t take offence if they ask some additional questions. As a general rule, we will not accept hen or stag parties.
If your booking is accepted, we will send you a code of conduct form, which outlines our strict policy for single-sex parties and which we will require you to return to us, signed and on behalf of your party, for confirmation that you accept our policy. We very much want our guests to have fun and enjoy a drink with friends and loved ones in a family-friendly environment without the worry of racking up a big bill at the end of their break; therefore, if we believe that your intention for booking a break at Potters is otherwise, your booking will be refused.
Free-to-enter bowls tournaments
Our bowls tournaments are available on most midweek breaks, outside of school holidays, and our reservations team will ask you at the time of booking if you would like to participate. It’s important to register at the time of booking, as the tournaments are planned and it is not possible to enter the tournament at late notice. You’ll enjoy a minimum of three guaranteed games up to 90 mins each, following which the best performing teams will move into the knockout stages.
Keeping you safe
All government guidance is strictly adhered to, and we have been awarded the VisitEngland “We’re Good To Go” certification, which is the official UK mark to signal that a tourism and hospitality business has worked hard to follow Government and industry COVID-19 guidelines and has a process in place to maintain cleanliness and aid social distancing.
For as long as we are all living under the cloud of Coronavirus, Potters will stand as a beacon of excellence, allowing you to get away and enjoy a much needed short break with friends and loved ones in a safe and, above all else, FUN environment.
It is important for guests requiring special assistance to discuss your requirements with our experienced team prior to confirming your booking, to avoid any misunderstandings that could lead to disappointment. We will be able to advise you on the suitability of our Resort, accommodation and facilities, plus discuss any reasonable requests for equipment.
Calls to our Reservations Team are charged at standard national rate and, in many cases, count towards your inclusive minutes on landline and mobile contracts. Because we want to ensure that our service is exemplary, we may monitor or record calls for quality and training purposes.