TERMS AND CONDITIONS
These terms and conditions detail the company policies for Waterside Hotels & Leisure Limited company registration number 06164814. Registered address Avroe House Avroe Crescent, Blackpool Business Park, Blackpool, Lancashire, FY4 2DP
Registered office / Mailing address - 4 Knowle Avenue, Blackpool, FY2 9RR
To secure your booking a deposit from £20 to £50 per person is required (depending on the holiday you book). Deposits are strictly non-refundable. Balances must be paid 28 days before your departure date, as stated on your confirmation invoice. No reminder will be sent and failure to pay your balance could result in the loss of your holiday and monies paid, although we will endeavour to contact you if you miss your payment date.
You will receive your booking invoice and confirmation once payment has been processed, at which time all terms and conditions set out below will come into immediate effect. If you have requested a copy by email, you should receive this within 24 hours. If you have booked by telephone and have requested your booking confirmation, be sent by post, you should receive this within five working days. It is the customer’s responsibility to ensure they have received their booking confirmation and reviewed that all the information provided are correct Inclusive of passenger names, room allocation and price. If you have not received your booking confirmation within the time deadlines set out above, please contact our office so we can arrange for a second copy to be sent to you.
Prices and availability are correct at time of going to press although we reserve the right to change any prices online or in our brochure at any time prior to booking date. The price which is offered and accepted at the time of booking is set and no increase or reduction will be made unless the content of the package is altered. If the price of your holiday is to be increased or decreased after you have booked, your holiday cost will be unaffected. No refunds will be given if the holiday is discounted at a later date.
Free child places available (below 3 years of age) 1/2 price available for children 3-14 years of age. Please contact us directly for further details or to make a booking.
Waterside Hotels & Leisure Limited accept your booking in good faith that you have read and understood the booking conditions during the booking process.
As per the above information regarding child prices, if you are to select the incorrect number of adult and child prices (with child prices being based on sharing with two adults), your booking will be updated with the correct price information when it is processed by our staff who will endeavour to contact you to make you aware of the issue.
Special Requirements or Requests
Unfortunately, our hotels only have limited facilities for guests who are confined to a wheelchair or are unable to manage 6 to 10 stairs, this is due to the age and location of the properties, all reasonable and appropriate measures have been taken to assist access within the hotels. A full Disability Access Statement is available upon request. All hotels offered by Waterside Hotels do have at least two customer lift that is regularly maintained, however in the event of mechanical failure all guests must be able to manage using the stairs within the hotel whilst repair work is carried out. Most repairs to the lifts can be done within 24 hours, however, should new mechanical parts be required, this can take longer. Waterside Hotels accept no liability for inconvenience or loss of enjoyment whilst the lift is out of order.
We do accept requests for guests with walking difficulties such as a low floor or lift level, we will always endeavour to meet all requests however on occasion this may not always be possible. These requests are not Guaranteed.
Please note, although customers can request a particular bedroom, we cannot guarantee a particular bedroom number in any of our hotels at the time of booking.
In the event of an evacuation, all guests must be able to exit the property unassisted, this is to comply with the property fire risk assessment.
Cancellation by us
Waterside Hotels & Leisure Limited will endeavour to provide your holiday as booked however we reserve the right to cancel your holiday in exceptional circumstances. In such circumstances we will either provide a full refund or an alternative holiday. We will provide as much notice as possible in the event of cancellation.
Cancellation by You & Cancellation Insurance
Waterside Hotels & Leisure Limited cancellation insurance protects you up to 24 hours prior to your arrival, should you cancel within 24 hours, all monies are forfeited.
In the event of illness or change of circumstances, Cancellation Insurance allows you to change the date of your holiday once with no administration fee to a later date within 1 year of your original arrival date. Any cancellation must be received in writing, either by email or by post. Any applicable refund will be made by via the same payment method and actioned within 28 days from receipt of cancellation. You would not be refunded any monies if the cost of your replacement holiday is less than your original holiday although will be required to pay any additional costs should the cost of your replacement holiday be higher than that of your original holiday. Should you be unable to change the dates and require to cancel your holiday, all deposits and cancellation insurance if taken are strictly non-returnable, the balance of your holiday payment will be refunded on receipt written cancelation. For customers who pay in full at the time of booking, a deposit will still be charged in the event of cancellation; the deposit amount will be explained to you at the time of booking and confirmed on your booking invoice.
Should you decline the Cancellation Insurance you are unable to change the dates of your holiday and the following cancellation charges apply:
28 Days or more prior to departure - Deposits Only
27 - 14 Days prior to departure - 50% of the total cost
13 - 7 Days prior to departure - 65% of the total cost
6 - 1 Days prior to departure - 80% of the total cost
Day of departure or later - 100% of the total cost
The vast majority of our customers enjoy their holiday and return with Waterside Hotels, however, we realise that sometimes things are not quite as they should be. Should you have any complaints regarding your accommodation, please report them immediately to reception for the hotel staff to rectify any issues. If you feel the issue reported has not been fully rectified, please ask to speak to a hotel manager who will endeavour to help you and rectify any problems.
In the unlikely scenario that the hotel management has been unable to resolve a particular issue to your satisfaction, please contact Waterside Hotels office during your stay at your earliest convenience who will speak to the Hotel on your behalf in an effort to resolve any issues. We want you to enjoy your holiday. It is far easier to rectify any problems when you are at the hotel than when you return from your holiday.
Should you have reported any issues during your holiday and do not feel that they were adequately addressed thus resulting in loss of enjoyment of your holiday, all complaints must be received in writing by letter or email within 28 days of returning from your holiday in order for the issues to be fully investigated. We aim to reply to any complaints in writing within 14 days of receipt of the letter or email of complaint, however sometimes it can take longer as we await a response from our service suppliers. We are unable to investigate any issues if they have not been reported to the hotel management or Waterside Hotels during your stay.
If you or any member of your party is considered likely to cause offence, danger, damage or distress to others we reserve the right at all times to cancel or terminate your holiday completely. If this situation arises our responsibility under the contract will cease and we will be under no obligation to cover expenses incurred nor shall we consider any claims for compensation or refunds.
Stag and Hen Parties
As our hotels are family hotels, we are not able to accept bookings for stag or hen parties. If you are to book online and fail at the time of booking to state the booking is for a stag or hen party, you will be refused entry to the hotel on arrival.
Waterside Hotels will not pass your personal details to any third-party companies.
(In compliance with the Data Protection Act 1998)
THE GENERAL DATA PROTECTION REGULATION (GDPR) (Regulation (EU) 2016/679) comes into force on 25 May 2018 and will impact how companies collect, store and use your personal information.
As we sell our holidays direct to the general public, we have been using booking and enquiry information to decide what to mail and email customers and enquirers for many years. Our experience is that these communications are well received and those who prefer not to receive them are happy to simply let us know so that we can stop sending them.
This way of direct marketing is a core part of the way we operate as a business and, as we currently understand the forthcoming legislation, this constitutes what is termed a legitimate interest. In terms of the regulation, this can be the legal basis for processing an individual’s booking and enquiry data for the purposes of marketing.
Following the introduction of GDPR, it is currently our intention to continue to send promotional information about our holidays to individuals based on the bookings and enquiries they have previously made and, on occasion, tell people about a product or service from another company if we feel it relates to our Slow Travel philosophy and we think it may interest them. You will, of course, continue to have the right to request that we send no further marketing information.
We understand and respect the importance of your privacy and we are committed to safeguarding your personal information – we take all reasonable steps to have appropriate security measures in place. In providing our service to you, we must collect personal information from you and this policy outlines how we treat your personal data after it has been collected by any of our channels which include our website, call centre and any future digital services or channels as they evolve.
WHAT PERSONAL INFORMATION WE COLLECT
When you contact us (by phone, email, fax, letter, in person or via our website) to inquire about our holidays, make a booking, to receive information from us or enter a competition, we will specifically ask you for the personal information necessary to fulfil your request.
In many cases we will just need your name and contact details (telephone number, postal address and/or email address) but, if you plan to make a booking with us, we will usually need to collect some or all of the following information relating to you or other members of your holiday party: full names and addresses; dates of birth; passport details; travel insurance details; credit/debit card or other payment details; emergency contact details; special requirements such as those relating to any disability or medical condition which may affect the chosen holiday arrangements; dietary restrictions (which may disclose your religious beliefs); and height details.
Some of this information (such as personal information relating to your racial or ethnic origin, religious beliefs or other beliefs of a similar nature, physical or mental health or condition) may be considered ‘sensitive personal data’ under the Data Protection Act 1998. Such data is subject to much stricter regulations than ordinary personal data and must only be processed when certain conditions have been satisfied. We collect this data only where necessary to cater to your needs or act in your interest. We will seek this consent when necessary.
You are responsible for ensuring that other members of your party are aware of the content of this Policy and consent to you acting on their behalf in all your dealings with us.
Please note that where information is also held by a travel agent acting on your behalf, this is subject to the agent's own data protection policy over which we have no control. Any queries which you may have in relation to such a policy should be directed solely to the travel agent.
HOW WILL WE COLLECT THIS INFORMATION?
We will only collect personal information from you by specifically asking for it:
• When you purchase a product or service from or through us;
• When you subscribe to our newsletter;
• When you speak to any of our team;
• When you complete a survey or enter a competition
HOW WE USE AND RETAIN THE PERSONAL INFORMATION WE COLLECT
We may retain your and your travelling companions’ names, email addresses, postal addresses, phone numbers and dates of birth (where provided) and use it for the following purposes:
1. to complete your booking with us, manage your booking and complete any subsequent bookings you make with us;
2. to send you notifications and communicate with you generally;
3. to contact you about special offers, brochures, new holidays, forthcoming events, surveys or competitions, if you do not wish to receive such communications, you may ask us to stop at any point by contacting us at 4 Knowle Avenue, Blackpool, FY2 9RR. to disclose to the providers of the services making up your booking
5. to disclose some information to third parties in relation to customer services, credit card processing or other services;
6. to disclose your information where required by law, where such a request is made by a legal authority;
We have taken all reasonable steps to have appropriate security measures in place to protect your information. Outside the European Economic Area, controls on data protection may not be as wide as the legal requirements in this country. The transmission of information via the internet is never completely secure. We exclude our liability for personal data lost in transmission to the website.
WHAT CAN I DO?
If you do not agree to our use of the information as set out above, you should inform us as soon as possible by writing to us. In accordance with the Data Protection Act 1998, you may ask us in writing for a copy of the information we hold about you (for which we may charge an administration fee) and to correct any inaccuracies in your information. We aim to respond to you within 21 days from the date of the request.
You can also choose not to provide us with some of the information we request, however, as a result, we may not be able to complete your arrangements.
You can opt out of receiving further information from us at any time by writing to us at 4 Knowle Avenue, Blackpool, FY2 9RP
If you consent to join our email database to receive our email newsletters, then we may collect your name, country of residence and information about your holiday preferences in addition to your email address. This information will be used to send you the email newsletters and to create a profile of our user base.
We may conduct small surveys via email. If you wish to take part in any such survey, we will only use the information you provide via the survey for the purposes specified in the survey.
If at any time you wish to unsubscribe from our email newsletter service you may do so by following the unsubscribe instructions in the newsletter or by emailing
We use tracking software to record anonymously the progress of visitors to our website, so as to better understand their needs and thus improve our site. The software records the pages users visit while browsing the site, and also the following information: browser capabilities; network properties; language; city and country (which are inferred from your internet protocol (IP) address, though your IP address is not passed on to us. This information is retained and used for analysis by our external marketing or database consultants.
PROTECTING YOUR INFORMATION
We take website security very seriously and we are committed to safeguarding your personal information. We take a number of administrative and technical steps to ensure the security of the information you provide to us.
To ensure that we carry out your instructions accurately, to help improve our service and in the interest of security, we may monitor and/or record: (1) your telephone calls; and (2) customer transactions and activities on our website. All recordings are and shall remain our sole property.
UPDATES AND CHANGES
As our privacy and cookies policy may change due to developments in the law we encourage you to re-read this from time to time so you are aware of any changes in how we gather and use your personal information. Any changes to this policy will be either posted on our website, brochure and/or made available on request.
BLACKPOOL DISCOUNT CARD
Please note offers subject to change at any time. Certain attractions, bars, restaurants, shows and shops may require more than one card to receive applicable discount. Waterside Hotels are selling the Blackpool Discount Card on behalf of blackpooldiscounts.co.uk. and therefore the Blackpool Discount Card is bound by the terms and conditions outlined on the Blackpool Discounts website here: https://blackpooldiscounts.co.uk/.
Waterside Hotels & Leisure Limited do not control the discounts offered on the Blackpool Discounts card and any and all offers may change without prior notice.
ALL INCLUSIVE BREAKS
AllInclusive, Features Inclusive Bar* Plus much more, Club Inclusive includes, full English Breakfast, Light Lunch, Tea and Coffee all day, 4 Course Evening meal, Inclusive bar between 12pm and 10pm* (selected drinks), six bingo books per adult** plus superb cabaret entertainment. Management reserve the right to amend times or alter schedule at any time without prior notice.
* Select drinks. Please drink responsibly. Subject to current government guidelines.
Inclusive Bar Drinks Are:
• Bud Light • Boddingtons • Magners
• 25ml Bells Whisky • 25ml Gordons Gin
• 25ml Courvoisier Brandy
• 25ml Bacardi White Rum
• 25ml Smirnoff Vodka • Red Wine
• White Wine • Rose Wine
• Draught Soft Drinks / Mixers • Cordial
Doric Hotel outdoor pool bar is not included in all-inclusive package and all drinks purchased from this bar must be paid for in full.
TERMS AND CONDITIONS
In these terms and conditions the following expressions shall mean:
“the Contract’’ is the agreement between you and us in relation to the booking, incorporating the Terms and Conditions as specified below and any amendments agreed in writing;
“the Venue” means the Pavilion on the Prom and/or the Ballroom at the Park House Hotel where your event is agreed to be held;
“the Event” means the occasion for which you are hiring the venue, for example, wedding, civil partnership, christening or birthday.
“the Event Package” means the services relating to your Event which we agree to provide to you; and
“a Working Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.
2. The Contract
2.1 Your Contract is with us, Waterside Hotels and Leisure Limited, which is a private limited company (company number 06164814) of 4 Knowle Avenue, Blackpool, Lancashire FY2 9RR.
2.2 We appreciate that, on occasion, someone else (such as a parent) may wish to make payments due to us on your behalf. We are happy to accept such payments, but please note that, unless we agree otherwise with you in writing, you are legally responsible for any payments due to us.
3. Making your booking
3.1 We may agree to you making a provisional booking with us, but this is not legally binding on either you or us unless and until a Contract is entered into in accordance with paragraph 2.1.
3.2 If, after receiving our quotation for your Event Package, you want to make a booking with us, you should pay a deposit of £500. We may agree, prior to booking, to the payment of a smaller deposit. Payment of the deposit can be made in cash or by most credit/debit cards. Please note that your deposit will not be refunded if you subsequently cancel a confirmed booking, as explained in paragraph 8.2 below. A Contract is only formed between you and us when we accept the full deposit amount agreed. No booking application shall be binding on us and no Contract shall be formed unless and until we receive your full deposit.
4. Your Event Package
4.1 The general content of your Event Package shall be as set out in the paperwork given to you at your initial meeting. We may finalise certain details of your Event Package (for example, the exact numbers of guests to be catered for, and the menu for meals) with you in the period leading up to your Event, in accordance with these terms.
4.2 As part of your Event Package, the Pavilion on the Prom and/or the Ballroom will be hired to you for the period agreed. We will not hire out these areas to anyone else during this period but we cannot guarantee that no one else will be present in the hotel’s public areas at the same time as you and your guests.
5.1 Subject to paragraphs 5.2 to 5.3 inclusive, the price of your Event Package shall be as set out in our brochure.
5.2 Not all components of the price are fixed (for example, because they depend on the number of guests to be catered for), the final price will be determined either in accordance with the brochure (for example, the charge “per head” for meals) or as otherwise agreed with us (for example, if there are any “extra” services not set out in the quotation which we subsequently agree at our discretion to provide to you).
5.3 If your Event date is scheduled more than 1 year after the date of booking, we reserve the right to increase the price of your Event Package by up to 5% for each complete period of 12 months between these two dates.
5.4 All prices are inclusive of VAT. However, if the rate of VAT changes between the date the Contract is formed between you and us and the date of your Event, we will adjust the VAT you pay (and hence the overall price of your Event Package), unless you have already paid for your Event Package in full before the change in the rate of VAT takes effect.
6. Payment of balance
We will invoice you for the total price of your Event Package (less any deposit paid) approximately 28 days before the scheduled date of your Event. You must pay our invoice in full no later than 14 Working Days from the date of invoice.
7. Your responsibilities
7.1 If your Event is a wedding or civil ceremony, it is your responsibility to book the Registrar. If you have not booked the Registrar before making your booking application with us, we advise you to do so as soon as possible after booking with us.
7.2 You must confirm final catering numbers no later than 28 days before your Event so we are able to raise a final invoice. Subsequent increases in numbers will be invoiced separately. Please note, no refunds will be given for any decrease in numbers. All weddings and civil ceremonies must include a wedding breakfast or an evening buffet. In addition, weddings and civil ceremonies on a Saturday must include both a wedding breakfast and evening buffet. If your actual number of guests falls beneath the minimum number set out in our quotation, we will still charge you for the minimum number.
7.3 You must provide us, by the dates we may reasonably request of you, with any other information we ask for (such as your final choice of menus) so that we may finalise the details of your Event Package and/or its price.
7.4 Unless we agree otherwise, only food and drinks supplied by us may be consumed at your Event. If we permit you to provide your own beverages, our standard corkage charges will apply.
7.5 You must comply with, and use your reasonable endeavours to ensure that your guests comply with, all of our reasonable instructions intended to ensure the safety of property and/or people at the Venue.
7.6 You must provide your guests with such information we may reasonably request regarding arrangements to be followed at the Venue (for example, in relation to car parking or the storage of valuables).
7.7 Any damage caused to the Venue, its equipment, contents or fittings will be invoiced directly to you immediately after the event.
7.8 We reserve the right to stop any activity which we reasonably believe is likely to cause damage to the interior or exterior of the Venue or to risk the safety of people at the Venue, and we will not tolerate any abusive behaviour by guests to any other guests or member of staff. We reserve the right to remove any persons acting inappropriately from the event.
7.9 If you include any images of the Venue on your Event invitations, you must ensure that you have the permission of the appropriate copyright holder.
7.10 Details of third party suppliers we provide to you are intended to help you in arranging other services to be provided in connection with your Event. If you do engage these or any other third party suppliers, we accept no responsibility for their performance of services and you should take up any complaints with them directly. You are also responsible for paying their charges directly. We reserve the right not to allow into the Venue any third party suppliers who do not meet our requirements intended to ensure the safety and welfare of property and people at the Venue.
8. Cancellation by you
8.1 If you want to cancel a confirmed booking, you must do so in writing and the provisions in paragraph 8.2 shall apply.
8.2 You must pay us any losses and costs we suffer because of the cancellation which were reasonably foreseeable to both you and us when the Contract was entered into. Depending on when you cancel, the cancellation charges you must pay shall be determined by reference to the table below and you must pay the charges within 20 Working Days of our invoice. Where the final price has yet to be finalised (for example, because you have not yet confirmed catering numbers), we shall base the cancellation charges on any minimum numbers set out in our brochure.
Length of time before your scheduled Event
More than 6 months
Amount of your deposit (i.e. non-refundable in all cases)
Between 3 and 6 months
Up to 50% of total Event Package price
Less than 3 months
Up to 75% of total Event Package price
Less than 1 month
Up to 90% of total Event Package price
9. Cancellation by us
9.1 We reserve the right to cancel your booking without liability to you and without any obligation to refund your deposit if:
9.1.1 you do not pay us the balance of your Event Package price by the date due for such payment; or
9.1.2 we have reasonable grounds to believe that you may not pay us the balance of your Event Package price by the due date and we have requested you to explain the position and you have not done so satisfactorily; or
9.1.3 we discover, before you have paid the balance of your Event Package price, that you have deliberately concealed information or deliberately given us incorrect information about your intended Event in circumstances where (if you had not done so) it would have been reasonably foreseeable that we would not have accepted your booking; or
9.1.4 we have reasonable grounds to believe that your behaviour or that of your guests at the Event is likely to result in damage to the Venue or to our property and/or injury to people.
9.2 If we cancel your booking under paragraph 9.1, you must pay us any losses and costs we suffer because of the cancellation which were reasonably foreseeable to both you and us when the Contract was entered into. Depending on when we cancel, the cancellation charges you must pay will be determined by reference to the table set out under paragraph 8.2 above.
10. Limitation of our liability to you
10.1 Subject to paragraph 11.2, our total liability to you for any loss you suffer will be limited to the total amount of money payable to us for your Event Package. We will not be liable for any losses which were not reasonably foreseeable to both you and us when the Contract was entered into or for any losses that were not caused by any breach of Contract or breach of statutory duty or negligence on our part.
10.2 Nothing in these terms excludes or limits in any way our liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation, or for any other matter for which it would be illegal or unlawful for us to exclude or limit (or attempt to exclude or limit) our liability.
11. Changes to the Venue and/or your Event Package
11.1 We reserve the right to make changes to the interior and/or exterior of the Venue between the time we accept your booking and the date of your Event. For example, we may make changes to the décor and colour schemes of function rooms, and we cannot guarantee that the Venue and its surrounds will be free from additional structures (such as scaffolding).
11.2 We will use all reasonable endeavours to ensure that no components of your Event have to be altered. However, as an Event plan is normally put together a long time before your scheduled date, we reserve the right to make changes to certain components if this is necessary to comply with safety requirements or other changes in law or relevant codes of practice, or to make other minor changes which we reasonably believe will not be to the detriment of your overall Event experience.
11.3 We will notify you of any significant changes covered by paragraphs 12.1 and 12.2, but unless the change is one which is likely to fundamentally change the nature of your Event experience we will not offer a refund, costs or compensation.
12.1 If only one person is making the Event booking, that person confirms that he/she has the authority to make the booking on behalf of any joint persons, for example, the other person intending to be married. Our Contract will therefore be with all such persons.
12.2 Any error or omission in any information or document issued by us shall be subject to correction provided that the correction does not materially affect the Contract.
12.3 You may not transfer any of your rights or obligations under our Contract with you to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under the Contract to another organisation, but this will not affect your rights under these terms.
12.4 If any court or competent authority decides that any of the provisions of these terms are invalid, unlawful or unenforceable to any extent, the term will, to that extent only, be severed from the remaining terms, which will continue to be valid to the fullest extent permitted by law.
12.5 No person who is not a party to our Contract with you shall have any rights under or in connection with it.
12.6 All written communications by you to us must be sent by first class post to Park House Hotel, 308 North Promenade, Blackpool, Lancashire FY1 2HA or by email to email@example.com (or to such other address that we may notify to you). We may send written communications to you at either the email or postal address you provided to us.
12.7 We regret that, other than guide dogs, hearing dogs and other assistance dogs, no pets or other animals are allowed in the Venue or any of our other premises.
12.8 These terms shall be governed by English law and shall be subject to the non-exclusive jurisdiction of the English courts.