All You Need To Know

In order to fully enjoy your holiday with Martyn Leisure Resorts and Hotels we recommend that you need to read the following additional information presented below, prior to booking your holiday.

Arrival & Departure Times

Your accommodation is available from 4pm at our Entertainment Resorts, and 3pm at our Hotel locations. We are happy to welcome you to the Resort/Hotel earlier and when your accommodation is ready, you may move in. In order for us to prepare for our next guests, we do ask that you vacate your accommodation by 10am at Sand Bay or Lyme Bay Resorts, or 11am at our Hotel locations on your day of departure. If your room is not vacated by this time, we reserve the right to charge for an additional night’s stay.

Late Arrivals

If you expect to arrive after 6.30pm on the first day of your stay, please let the Resort/Hotel know so that we can make arrangements for you to collect your keys.  Please note that restaurants are not open after 6.30pm in the Resorts and Russell Hotel, although snacks are available for purchase. Unless you notify us in advance you must claim your accommodation by 8am on the day after your holiday was due to start otherwise we will treat your booking as cancelled. If you are staying in a hotel you must check-in by 10pm or let us know in advance if you are going to arrive after this time otherwise we reserve the right to treat your booking as cancelled.  If you arrive after the restaurant has closed, no refund will be made for meals not taken.

Single-Sex Bookings

All-male or all-female parties are accepted only at the company’s discretion.  Please discuss this with us before you book.

What You Need To Bring?

We provide towels and bed linen in all our accommodation so all you need to bring are pool/beach towels. Your accommodation is cleaned daily (except on Sundays and Bank Holidays), throughout your stay.

Dining Arrangements

Half-board holidays: 7 night holidays, 2/3 night weekend breaks and 4 night midweek breaks provide breakfast and dinner. Meals start with dinner on the day of arrival and finish with breakfast on the day of departure.  Full-board holidays: your first meal is dinner on the day of arrival and your last meal is breakfast on the day of departure.  The first lunch is on the day after arrival and the final lunch is on the day before departure.  Though we endeavour to cater for tables of all sizes during busy periods we cannot always cater for tables of 2 or over 6.

Special Menu Requirements

We provide vegetarian meal options. Should anyone in your party have any other dietary requirements, please let us know when you book your holiday and we will try to accommodate your needs. However, unless agreed in writing prior to your arrival, any requests cannot be guaranteed.

Discounted Drinks 

Discounted bar is only applicable to draught beers (mild or bitter), lagers, house wines (by the glass), house spirits, post mix (draught soft drinks). Offer excludes premium draft beers, branded spirits, alco-pops, bottled beers and bottled mixers. Please note anyone found removing alcohol from the premises will forfeit the remainder of their holiday. Please note that single shots only will be served. All our discount bars only operate between the hours of 7pm-11pm. We reserve the right to refuse service at management discretion.

Special Requests

If you have any special requests regarding any aspect of your booking, please advise us when you confirm the booking and place your request in writing.  Please include a telephone number in case of any query. Whilst we will try to do our best to meet special requests, no guarantee is given.

Parking

Please note that parking at a number of our hotels is very limited and will be allocated on a first come first served basis.

Guests With Disabilities

We are happy to provide as much advice and information as possible to people with disabilities who wish to holiday at one of our properties. It is important that you talk to us before making the booking as, for example, not all accommodation is suitable and wheelchair access is limited.  It is therefore essential that you give us as much information as possible so that we can advise you on suitable locations and ensure that you get the most enjoyable holiday possible.  All requirements must be confirmed in writing. Special requests cannot be made a condition of your booking as they are always subject to availability.

Dogs & Other Pets

For the convenience of other Guests, no pets are allowed at any of our properties (with the exception of guide dogs and hearing dogs).

Please Take Care

Please treat the property, facilities and accommodation with respect and care so that other guests may continue to enjoy them.  Accommodation will be inspected at the end of the holiday and you may be charged for any loss or damage found. We reserve the right to enter accommodation under any special circumstances or emergencies. If you have any friends who wish to visit you whilst you are staying with us, please see our receptionist who will arrange at a nominal charge a day pass for them (24 hours notice is needed for visiting guests). Guest passes are not available on all-inclusive  or discounted bar breaks.

Lost Property

You must notify us within 24 hours of departure of any loss of personal possessions, any items found will be retained for a period of three months. If they are not claimed within this period, they will be disposed of at our discretion. As a company, we take no responsibility for personal belongings left in your accommodation.

Security

Please note the company cannot take responsibility for valuables left in accommodation or in vehicles during your absence. We have facilities for you to leave valuables with us behind reception.   Whilst we provide free parking, vehicles are parked entirely at owner’s risk and we accept no liability for loss or damage to vehicles that are parked on company property.

Unreasonable Behaviour

For the convenience of our guests, we reserve the right to terminate a holiday without compensation, where the unreasonable behaviour of persons named on the confirmation paperwork or their guests might impair the enjoyment, comfort or health and safety of other guests and our staff. Definition of unreasonable behaviour is solely at the discretion of the management.

Infectious Diseases

Infectious or contagious diseases could easily be passed on to other guests while on holiday. You must inform reception should you contract any such illness while either travelling to or during your holiday. In order to protect our guests and staff, anyone found to have such a condition might be confined or requested to leave the accommodation without compensation.

Smoking Policy

Please note that ALL ACCOMMODATION including all our bedrooms are designated NO SMOKING.  In line with government legislation and due to popular demand, smoking is prohibited in all our accommodation.  Please note that provisions have been made wherever possible to provide external shelters to accommodate those wishing to smoke.

Prices

We guarantee that the price of your holiday will be agreed and shown on your Holiday Booking Confirmation for your party size, and for the accommodation you choose, plus any supplements and cancellation cover chosen. We reserve the right to increase prices only where there is an increase in Value Added Tax or any other tax applicable to your holiday. Please note that all prices shown are inclusive of VAT at the rate of 17.5%.

Availability of Facilities

The operation of the company is subject to legislation and the 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. It is possible that in some circumstances accommodation or a facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in Governmental Legislation, or any other factors outside our control. We 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 compensation for any inconvenience caused.  Should any changes occur, we will advise of these changes where made prior to booking and will use reasonable endeavours to advise guests already booked of any changes made. Opening and closing dates, e.g. ‘Places to Visit’ are for guidance only. Please check with the relevant venue before you book. We do not accept responsibility for any attractions operational dates that are shown in this brochure.

Brochure Accuracy

We take care to ensure that the details of this brochure are accurate at the time of printing. Photographs are intended for guidance only. Layout plans and artist’s impressions are illustrative. The Acts and Artistes featured in this brochure are those that have appeared with us recently. They or acts of a similar calibre will be entertaining you in 2008/09. This brochure is printed well in advance of your holiday; facilities are correct at time of going to press but may change. Some facilities may not always be available due to maintenance, insufficient holidaymakers, unfavourable weather or other conditions. When we know of any important or permanent changes relevant to your holiday we shall pass this on wherever possible. Though we endeavour to ensure accuracy in our pricing and offers, we reserve the right to amend any inaccuracies at the time when a reservation is made.

If You Have a Comment

If you have any comments or complaints whilst on holiday, please speak to reception immediately. In most cases, our team will be able to help you on the spot so that you can enjoy the rest of your holiday.  Where this is not the case, please make sure that you record the details with the Duty Manager and write to our Customer Service Manager at the Hotel/Leisure Resort in which you stayed no later than 21 days after the end of your holiday. If you feel you would like your complaint dealt with by Martyn Leisure Resorts and Hotels head office, please forward your complaint in writing to:

Martyn Leisure Resorts and Hotels, Customer Services

67 Beach Road, Kewstoke, Weston super Mare,

Somerset BS22 9UR

Please note that we cannot act on any complaint that has not been brought to the attention of the Duty Manager at the time of the incident and is not notified in writing within 21 days of the end of your holiday.

Availability of Venues

Due to the nature of our business some of the venues are not always available on every break. We will endeavour to advise you prior to your arrival if this is the case. However we do reserve the right to let The Crown Ballroom at The Prince Regent Hotel, The Tavern Bar at Lyme Bay and The Club Lounge at Sand Bay to private parties without written notice.

Pricing

All pricing in this brochure is presented in pounds sterling and inclusive of VAT at 17.5%. Prices are correct at time of going to press (Dec 2007) but we reserve the right to change prices without notice.

Any Questions?

We try to ensure that this brochure has all the information you need to book the right holiday for you. Should you have any queries or special requirements not covered here, please contact the relevant location - the numbers of each are on the back cover.