1. Welcome to RoyaleResorts
RoyaleResorts is part of the wider RoyaleGroup of Companies including RoyaleLife, the largest UK bungalow provider, with a heritage dating back to 1945. Our customers are always at the forefront of our minds and we aim to provide no less than the most impeccable customer service from start to finish. We hope that from your initial contact, throughout your stay at our outstanding sites and upon leaving at the end of your stay, you will find our customer service and support second to none. We aim to ensure that you have an unforgettable holiday.
2. Introduction to these Terms and Conditions
Set out below are the terms and conditions that apply to all our services, whether made online or via a mobile device, by email or telephone. By completing a reservation, you acknowledge that you have read the below paragraphs numbered 3 to 31, understand and agree to the same. The below terms and conditions may be amended at our discretion from time to time.
Group Company: The Company, its Subsidiaries or Holding Companies from time to time and any Subsidiary of any Holding Company from time to time.
4. Who your agreement is with
Your agreement is with the operating company of the resort upon which you are staying, as shown on our website. References to ‘the Company’, ‘we’, ‘us’ and ‘our’ in these terms and conditions are to that operating company. References to ‘you’ in these terms and conditions are to you, as the person making this booking and, where applicable, to every member of your party.
5. These terms and conditions
These terms and conditions and those relating to them will be automatically incorporated into your booking once we have received full or part payment (as required) from you. We are unable to accept bookings from anyone under the age of 18.
6. Alterations to your booking
Your booking shall remain in accordance with the details confirmed at the time of booking. Your booking shall be non-transferable and unchangeable within 42 days of your holiday start date. You may make alterations to your booking up to 42 days before your holiday start date. If you wish us to make an alteration to your booking we will use reasonable endeavours to accommodate your request but no guarantee can be given and the Company can accept no liability for any losses caused by any unsuccessful attempt to alter and/or change a booking.
7. Our service to you
We do all that we can to ensure you enjoy your holiday. However, occasionally problems occur and if they do or you have any concerns or complaints about your holiday when staying with us, please contact the Resorts Reception team immediately who will respond to you as soon as possible. If, once you have returned from your holiday you still have any concerns or complaints, you can contact our customer care team via email at firstname.lastname@example.org. For the sake of expediency, any complaint as far as reasonably possible should be from the lead name on the booking and must contain your booking reference number. Our customer care team will ensure your complaint is fully investigated and ask the resort to respond to you directly within 14 days of receipt of any complaint. All complaints should be registered within 21 days from the end of your holiday as otherwise we will not be able to consider the matter further due to the expiry of contemporaneous information relevant to your booking.
8. Cancellation by you
Should you need to cancel your booking you should advise us immediately by telephone and then confirm this cancellation in writing to email@example.com. Please ensure you quote your booking reference number to avoid any issues or delays. Your cancellation will only be effective as at the date we receive your written confirmation via email. Our cancellation charges are those detailed below: –
Should you cancel your holiday the following costs will be payable: –
•More than 42 days before the start date – Loss of Deposit
•Less than 42 days but more than 22 days before the start date – 50% of the total cost of the holiday
•Less than 21 days but more than 15 days before the start date – 60% of the total cost of the holiday
•Less than 14 days but more than 8 days before the start date – 80% of the total cost of the holiday
•7 days or less before the start date – 100% of the total cost of the holiday
The Company is not responsible for updating you on the above dates and periods.
If you need to unfortunately reduce your holiday after it has commenced, for any reason whatsoever, we are unable to refund any monies paid.
If you do not show up for your holiday at all, for any reason, 100% of the total costs of your holiday will be payable if not already paid. If already paid, no refunds will be given.
10. Cancellation or changes by us
In exceptional circumstances, we may have to unfortunately cancel or change some aspects of your booking. If we do so, we will tell you as soon as possible prior to your holiday date and you may choose to either:
Accept the changes offered by us
Receive a full refund
Accept an alternative holiday with us at the same price.
We do not pay compensation in any circumstances where we have to cancel your booking including but not limited to those arising from Force Majeure.
11. Paying for your holiday
A deposit of 20% of the total cost of the holiday or £20, whichever is greater, is required as a non-refundable deposit at the time of booking. Any balance due shall be paid no less than 42 days before your holiday start date. If payment is not made by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another guest. Any monies paid up to this point will not be refunded.
For any touring, motorhome or camping booking a deposit payment of no less than £5 per night is required as a non-refundable deposit at the time of booking. Any balance due shall be paid no less than 28 days before your holiday start date.
If payment is not made by the date stated then we will assume that your holiday has been cancelled and we may re-sell the holiday to another guest. Any monies paid up to this point will not be refunded.
A security deposit of £20 for pod bookings and £50 for accommodation bookings will be payable on arrival by credit or debit card. Cash will not be accepted. This will be returned to you within 10 days of your departure if you have checked out on time and left the accommodation as you found it. For more information, please refer to your welcome pack.
All prices are current at the time of publishing and we guarantee that the price of your holiday will be as agreed and shown on your holiday booking confirmation. However, we reserve the right to alter or amend our published prices so long as we notify you of any difference before you book. All prices shown are inclusive of VAT at the prevailing rate at the time of payment.
13. Special offers and discounts
All discounts and special offers are subject to availability and may be withdrawn without prior notice. Special offers cannot be combined with any other discount or promotion and will only be honoured if mentioned at the time of booking. The price confirmed at the time of booking is the price you will pay; discounts cannot be applied retrospectively. Only one offer per booking.
14. Arrival and Departure times
Please refer to your booking confirmation for arrival and departure times.
If you are going to be late or are delayed on arrival on the check-in date, it is your responsibility to promptly communicate this to us as soon as you practically can by telephone, especially in circumstances where you may only be able to arrive 24hours or more after your holiday start date.
We will only hold your accommodation open and available for you for 24 hours, unless we hear from you as stated above. If we do not hear from you as stated above your booking will be automatically cancelled.
We do not accept any liability or responsibility for any consequences of any delays you might suffer, regardless of circumstance, on or before arrival or any cancellation or charged no-shows
15. Standard of behaviour on our resorts
Noisy, offensive, inappropriate or unlawful/illegal behaviour or actions likely to cause harm to any other guest, members of our staff, another person’s property or in any way damage the reputation of the Company, at the resort will not be tolerated and we reserve the right to remove any person immediately who, in the reasonable opinion of the management of the resort, does not comply with these standards of behaviour. No refunds will be issued in these circumstances.
If, in the reasonable opinion of the management of the resort, we believe that you or a member of your party may not comply with the above on entry to the resort, we reserve the right to refuse entry entirely, or not to hand over accommodation to any person or groups of persons at our discretion. In these circumstances a full refund will be issued to the lead name on the booking.
All children must be properly supervised by parents or guardians throughout your holiday.
RoyaleResorts will not tolerate physical or verbal abuse towards its staff. We have a zero-tolerance policy and you will be asked to leave the resort and/or accommodation immediately. In these cases, no refund will be offered.
16. Number of your party
The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from the holiday resort. Where half or more of the party is aged between 17 and 25, you must tell us when you book. We have the right to refuse your booking or cancel after bookings have been checked and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion if the above has not been disclosed.
17. Guests with specific needs
If your party includes someone with specific requirements, please let us know at the time of booking. We will use our best endeavours, although we cannot guarantee, to accommodate these provided the same are disclosed at the time of booking, otherwise, we may not be able to meet those needs.
If any member of your party has an allergy at all to animals, we would strongly recommend that you do not book accommodation which accepts pets. We cannot guarantee that former guests with accompanying animals/pets have never occupied any of our accommodation.
19. Smoking policy
We have a strict no smoking policy and smoking is not permitted in any of our holiday accommodation. If you smoke in any of our accommodation you will be charged £100 minimum for the accommodation to be specially cleaned which may be subject to increase once a cleaning specialist of our choice is instructed.
It is illegal to smoke inside enclosed public buildings and you and other members of your party are requested to smoke only in those areas which have been clearly designated as such.
Most dogs are welcome at our resorts and in specific accommodations with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. Pets must be kept on a lead at all times and you must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of our resort’s facilities or play areas. Pets should not be left unattended in accommodation or elsewhere on the resort and must not be allowed on bedding or seating. If we reasonably believe your pet is causing a nuisance on the holiday resort or causing damage to the accommodation you will be required to remove it from the resort and/or we reserve the right to remove you and/or your group and/or to refuse entry.
21. Special requests
We will do our best to meet any special requests; however, we are unable to guarantee the fulfilment of these requests. Special requests do not form part of the booking contract and are not a condition of booking.
22. Use of your holiday accommodation
You are required to take good and reasonable care of your accommodation whilst you occupy it. At the end of your holiday, you must leave your holiday accommodation thoroughly cleaned and tidy and free of all rubbish and litter which must have been placed in the bins on the resort, including the accommodation unit itself and the area immediately surrounding the accommodation unit. We reserve the right to take legal action to recover the cost of damage sustained during your occupation and any additional cleaning charges we incur in respect of your failure to comply. We reserve the right to enter your accommodation, at any reasonable time during your stay, in order to inspect the condition of the accommodation or without notice in the event of emergency. The Company does not accept any responsibility for the theft or loss of your personal possessions whilst on our resorts or whilst you are in your holiday accommodation and you should take appropriate security measures to ensure against theft and or loss.
23. Availability of facilities
At busy times access to facilities may be restricted for health and safety reasons. We may operate session swims in our pools during periods of high demand. Occasionally we need to close or withdraw certain facilities (e.g. for safety, maintenance or other reasons beyond our control). For specific information and rules relating to the facilities at your holiday destination, please refer to your welcome pack.
When operating any type of vehicle around our resorts, you should comply with speed limits, parking and other traffic regulations on our resorts. All vehicles are brought onto the holiday resort entirely at the owners’ risk and the Company does not accept responsibility for loss or damage to these except where it is caused by our negligence or fault.
25. Marketing accuracy
Whilst every care is taken to ensure that the details on our website are correct at the time of publishing, the images shown are for illustration purposes only and the details may be subject to alteration from one resort to another. The photography on our website is to be used as a guide and some might not be of the resort itself.
26. Data Protection
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the General Data Protection Regulation and Data Protection Act 2018 that are relevant to public bodies. By providing us with this information you are deemed to accept this and to have the consent of all members of your party to provide the same. We keep this information to help us improve our service to you and to provide you with information about our holidays and services by telephone, e-mail, post and SMS and to keep you informed of our latest news and offers. If you would prefer not to receive this information from RoyaleResorts then please contact us at RoyaleResorts, Royale House, 1550 Parkway, Whiteley, Fareham, PO15 7AG.
27. Applicable Law
These terms and conditions and the provision of our services shall be governed by and construed in accordance with the jurisdiction of the Court of England and Wales. Each party exclusively accepts the jurisdiction of the Courts of England and Wales in respect of any dispute.
If any provision of this agreement is found by a court to be invalid, unenforceable or illegal, the remaining provisions shall remain in force. If any invalid, unenforceable or illegal provision would be valid, enforceable or legal if some part of it were deleted, the provision shall apply with whatever modification is necessary to give effect to the commercial intention of the parties.
No variation of this agreement or of any of the documents referred to in it shall be effective unless it is in writing and signed by the parties (or their authorised representatives).
Subject to the extent as set out in these terms and conditions and as permitted by law, RoyaleResorts shall be liable only for direct damages actually suffered by you to an attributable extent of Royale Resort’s obligations in respect of services to a limited amount equalling the aggregate amount of the aggregate costs of your booking.
31. How to contact us
If you need to contact us about your holiday or in connection with these terms and conditions, please contact our team on: 0330 320 6044 (standard rate call), email us at firstname.lastname@example.org or write to: Holiday Support, RoyaleResorts, Royale House, 1550 Parkway, Whiteley, Fareham, PO15 7AG.