These Terms and conditions apply to Direct Bookings made with Leisure Resorts on or after May 2024. For bookings prior to May 2024 or bookings made via Hoseasons please refer to the Hoseasons Booking Conditions
1.1. We are Leisure Resorts Ltd (“we”, “our”, “us”) of PO Box 303, Kendal, LA9 9GX. We operate under several park brands, including Angrove Country Park, Aysgarth Lodge Holidays & Ullswater Heights
1.2. By booking with us, you confirm that you agree to comply with and accept these booking conditions and the following information which we will provide to you:
(i) the accommodation rental conditions (which means all information in any specific conditions or restrictions set out in the website description of your chosen accommodations);
(ii) the Important Information section of our website or other publication we tell you about; and
(iii) any other written information we brought to your attention before confirming your booking.
1.3. These Booking Conditions apply to bookings of accommodation only.
2.1. We are or act as the owner of the accommodation for which you make a booking with us by arranging bookings and taking payments from you for accommodation bookings.
2.2. When you book accommodation with us, you enter into a legally binding contract concerning renting the accommodation.
2.3. Our responsibilities to you are limited to making the booking in accordance with these booking conditions and your instructions, processing any amendments to or cancellations of the booking, and facilitating the booking as specified.
3.1. The accommodation we advertise is offered for the sole purpose of holiday lettings and/or must never be occupied as your principal home unless expressly agreed otherwise in writing by us. Accordingly, you agree and accept that you are not offered any rights to the accommodation other than the right to occupy it as holiday accommodation for your booking period. No booking is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977 or any similar legislation that applies in Scotland.
3.2. Our booking services with you are available for your personal, non-commercial use only. You may not offer for resale any booking services without our express permission.
4.1. We aim to ensure that information provided on our website or other websites we choose to use about our accommodation and its facilities or services is accurate and complete on the date given. Descriptions are intended to present a general idea of the accommodation and do not constitute any advice or recommendation by us.
4.2. Not all details of the relevant facilities can be included on our website. Furthermore, slight differences may exist between the actual accommodation and its description, photography and video content. Occasionally, some facilities or services may not be available or may be restricted. If this happens, we will tell you as soon as reasonably practical.
4.3. WiFi connectivity is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure, not for business purposes.
4.4. We cannot accept responsibility for inaccurate, incomplete, or misleading information about any accommodation or its facilities and services that we pass on to you in good faith unless this was caused by our negligence. If we become aware that such information is false, we will promptly correct it.
4.5. We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website.
5.1. You must be at least 18 years old at the time of booking as the person in charge of the party (“the party leader” or “you”). By booking, you confirm that you are authorised to make the booking. It is your responsibility as the party leader to ensure that the other party members are aware of and agree to comply with these booking conditions and any restrictions or requirements stated in the accommodation advertisement.
5.2 We strive to create a relaxing and enjoyable environment for all our guests, including families and couples. To ensure everyone has the best experience possible, we kindly ask that our guests refrain from disruptive behaviour.
Booking Guidelines
Group Bookings: We welcome groups, but large all-adult parties, such as stag or hen dos, may not be suitable for our environment. For groups exceeding four (4) adults please contact us directly to discuss your needs.
Safety and Security: The safety and well-being of our guests is our top priority. We don’t knowingly allow any guest to use or visit our parks who fall under certain legal restrictions such as (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders’ register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice.
Transparency and Communication: We value your trust. If there are any changes to your booking party, please inform us promptly. If we discover any undisclosed information that may impact the safety or enjoyment of other guests, we reserve the right to cancel a booking with notice and without any financial responsibility to you.
In these instances, you and your party will be required to vacate your accommodation and leave the park immediately.
5.3. You are responsible for making all payments to us as specified, including payment of deposits & balances that are due.
5.4. You must ensure that all the information you provide us in connection with your booking is true, accurate, current, and complete. If any of your details change, you must promptly update them.
5.5. If you or any party member has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If we cannot make reasonable adjustments to meet that person’s particular needs, we can refuse or cancel the reservation.
5.6. If you have any special requests, please let us know when you book. Although we will try to facilitate any reasonable request, we cannot guarantee that any request will be met. Confirmation that we have noted a special request or that it is shown on your written confirmation or any other document is not confirmation that the request will be met. If we fail to meet any special request, it will not mean we or they have broken your contract.
5.7. If the accommodation is available and we have received all the relevant payments from you, we will give you written confirmation of your booking as soon as reasonably possible. This confirmation, usually sent by email, will show your booking details, the amount you have paid and the amount you still owe for the booking.
5.8. Your binding contract with us will begin when we issue you (or your travel agent or booking channel) the written confirmation, and you have made the appropriate payments to us (or your travel agent)
5.9. If you pay a deposit, it does not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as trains, flights, etc.) until we have issued you with a written confirmation.
5.10. If you book with us online, we will acknowledge that we have received your booking and then later send you your confirmation by email to the address given. You are responsible for checking your emails regularly and letting us know about any change to your email address.
5.11. We have the right to refuse any booking before we send you written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.
5.12. When you receive your confirmation, you must check the details carefully. If anything is not correct, you should contact us immediately so we can rectify the error. We have no responsibility for any errors in any documentation except where we made an error.
5.13. If you book through a travel agent or OTA such as Airbnb or booking.com, we will send your confirmation and any other documentation to your travel agent
5.14. Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate, (ii) you are likely to breach these booking conditions or any restrictions or requirements stated on the accommodation advertisement; (iii) information supplied by you concerning your booking is incorrect; or (iv) you have behaved in a vexatious, abusive or unlawful manner to our staff at any time before during the booking process. If we cancel your booking in these circumstances, we will tell you in writing and we will not have any legal or financial responsibility to you.
6.1. When you book, you must pay the deposit amount that is due (see also clause 7 Deposit). You must pay by debit or credit card; we only accept pounds sterling payments.
6.2. We must receive the rest of the money owed no less than i) 8 (eight) weeks before the start of your stay if your booking commences. We will email a polite reminder 7 (seven) days before any outstanding balance owed is due unless you settle the amount owed before that date or tell us otherwise. You are responsible for checking your emails regularly and letting us know about any change to your email address.
If you book less than eight weeks before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking.
6.3. If you do not make any payment in relation to your booking by the appropriate date, we are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately, and the provisions of clause 10 (Customer cancellations) will apply. You may also need to pay additional charges.
6.4. If you have booked accommodation through a third-party travel agent or OTA (such as Airbnb & booking.com), please know that they may collect payment differently. Please check with the third-party travel agent or OTA before making a booking.
7.1. For most bookings, we will ask you to pay a non-refundable deposit to secure your booking.
7.2. The standard deposit is £100, but we may occasionally require you to pay more or less. You will be told what the deposit is before making the booking.
8.1. We constantly review the prices charged, and the prices of our accommodation may be increased or decreased at any time. We may also correct mistakes in our accommodation pricing at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price of your chosen accommodation and all other details when booking. Leisure Resorts will not be responsible for any difference in price, monetary or otherwise, should it change after the point of booking.
8.2. All prices quoted or otherwise given to you include all charges and any taxes or government charges that may apply to your booking at the time it is made. Variations in the tax rate or government charges may result in variations in the sums due for your booking, and you may be required to pay any additional taxes that arise after your booking has been confirmed.
8.3. After we have confirmed your booking, we can pass on to you, in total, all costs or charges connected with it, including any price increases due to changes in the exchange rates of currency.
8.4. All accommodation prices are for the accommodation as a whole and are not on a per-person basis.
9.1. If you want to change any details of your confirmed booking, you must notify us by calling us as soon as possible. We will do our best to arrange the changes, although we cannot guarantee that we can meet your request.
9.3. If we can facilitate your change, you may also have to pay any costs incurred in facilitating this change for you. Where relevant, these will be charged at the current website price, which may differ from the price on the website from which you booked your chosen arrangements.
10.1. If you have to or want to cancel your booking after it has been confirmed, you must notify us as soon as possible. We will cancel your booking on the day we receive your notice by phone.
10.2. As shown in the table below, You will have to pay a cancellation charge based on the number of days before the arrival date at the accommodation that we receive notice. This means that if you have already paid the full balance of your total booking cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not yet paid your total booking cost by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.
10.3. In the table below, total accommodation cost means the rental price plus any extra items we charged as part of the booking, such as pets and welcome packs.
10.4. The cancellation charges below have been calculated as a genuine pre-estimate of the losses incurred if you cancel your booking within the stipulated time period.
10.5. If you have booked through a third-party agent, the term ‘total accommodation cost’ in the table below does not include any charges made by that agent or anyone else for booking fees, flights, other travel services, or any other amounts not paid to us, and you may be liable to pay such charges in the event of cancellation in accordance with the cancellation policy of the third party agent or OTA.
10.6. Cancellation tables:
We ask that you familiarise yourself with the following, confirming what charges will be incurred should you (i) choose to cancel your booking at any point prior to arrival or (ii) not, for what ever reason, complete payment(s) on an outstanding balance due after a standard deposit has been paid:
11.1. If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.
11.2. No refunds are payable if you cut short your stay for whatever reason.
12.1. We do not expect to have to make any changes to your booking. However, sometimes bookings must be changed, or mistakes must be corrected. We have the right to do so. If there is an error or mistake, including on pricing, then the contract between us will be void, and you’ll be entitled to a refund. You won’t, however, be entitled to compensation or to have the holiday at a lower price.
12.2. If we need to make changes, we will contact you by phone if reasonably possible in the case of a significant change or by email if reasonably practical in the case of a minor change as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.
13.1. If we cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:
(i) accept alternative accommodation – you may have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower;
(ii) request a voucher/promotional code with a redemption value equal to the amount previously paid by you for the booking – the voucher /promotional code terms and conditions will be available before you make your choice under this clause; or
(iii) obtain a refund of the amount already paid by you for the booking.
13.2. In these events, we will contact you to inform you of these options.
14.1. In cases where a refund (full or partial) is due, we will typically return the funds to the original payment method used during booking. This process usually takes between 3 to 5 business days from the date the cancellation and/or refund agreement is confirmed.
15.1. Except where otherwise expressly stated in these Booking Conditions, we will not be liable or pay you compensation if our contractual obligations are affected by “Events Beyond Our Control”. For these Booking Conditions, Events Beyond Our Control means any event beyond our or the Owner’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including epidemics, pandemics and the ongoing effects of the Covid-19 pandemic) or natural disasters such as floods, earthquakes or weather conditions which prevent you from travelling to the travel destination and/or make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities, industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside our control.
16.1. We have set the following conditions for your stay at the accommodation:
(i) Arrival and departure – Our standard arrival/check-in time is 5 pm, although this may vary depending on the park & accommodation class booked; details for this will be confirmed via email & as part of your welcome call. You must depart by 10 am on the last day (unless we tell you otherwise). If your arrival will be delayed beyond 7 pm on the start date of your rental period, we ask that you contact the park directly using the contact details provided for suitable arrangements/instructions to be made. If you fail to do so, you may not be able to get into the accommodation.
(ii) Security deposits—We require a security deposit. A member of the Leisure Resorts team will confirm/explain the amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages, etc., if applicable) within your Welcome Call. The security Deposit will be taken at the point of check-in/arrival.
(iii) Behaviour – You and all members of your party agree (and understand that failure to agree will result in your booking being cancelled, in which case neither we nor the Owner will have any legal or financial responsibility to you):
(iv) Maximum occupancy – You must not allow more people than the website states to stay overnight in the accommodation. You must arrange for visitors to the accommodation with advance consent from us. You must only hold events (such as parties, celebrations or meetings) at the accommodation with our advance consent. If you do any of these things, we may refuse to hand over the accommodation to you, or you may be asked to leave your accommodation and the park. If we do this, we will treat this as you cancelling the booking. In these situations, you will not receive a refund of any money you have paid for your booking. And we will not be legally responsible to you because of this situation (for example, for any costs or expenses you have to pay due to being unable to stay in the accommodation, such as the cost of finding alternative accommodation). We are not under any obligation to find any alternative accommodation for you.
(v) Pets – Pets are not allowed in accommodation unless stated as pet-friendly on our website. You must add your pet to your party at the point of booking. We recommend that any dog must have insurance, which includes sufficient pet liability cover, and you are wholly responsible for the supervision and behaviour of your pet at all times. If you take a pet with you, it is not allowed on beds or furniture or in any shared facilities unless stated otherwise. You must not leave any pets unattended in the accommodation, including any decking area, and you must keep dogs on a lead within the boundaries of an accommodation. Children must not be left alone with any animal. If you or any party member has a pet allergy, we cannot guarantee that dogs or other pets have not stayed in your chosen accommodation, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking. It would be best to read the Important Information section on our website concerning taking pets to our parks.
There is a charge of £49 per pet, with a maximum of two pets per booking. This will be included in the total cost of your booking. You are responsible for checking your booking confirmation to ensure that a suitable allocation/allowance has been made for your pet. If you choose to bring a pet to an accommodation that is not marked as pet-friendly, we may refuse to hand over the accommodation to you, or you will be asked to leave your accommodation and the park. In addition to this, a charge of £150 will be taken from your Security Deposit for deep cleaning. We will not be legally responsible to you due to this situation (for example, for any costs or expenses you have to pay due to being unable to stay in the accommodation, such as the cost of finding alternative accommodation). We are not under any obligation to find any alternative accommodation for you.
(vi) No Smoking – All our accommodations strictly prohibit smoking (including e-cigarettes). Breaching this rule WILL result in you being asked to leave your accommodation and the park. In addition to this, a charge of £250 will be taken from your Security Deposit. We will not be legally responsible to you as a result of this situation (for example, for any costs or expenses you have to pay due to not being able to stay in the accommodation, such as the cost of finding alternative accommodation). We are not under any obligation to find any alternative accommodation for you.
(vii) Electricity, Gas & Water – The accommodation includes all reasonable use of utilities
(viii) Linen, towels, and robes—Bed linen is provided for all beds. Towels and robes are provided based on the number of guests in your booking. We reserve the right to charge £50 per missing item from your security deposit. We will always attempt to notify you before taking action.
17.1. You are responsible for all guests staying at the accommodation and what they do (and do not do), even if you do not stay there during the booking period.
17.2. You are responsible for and agree to reimburse us for all costs incurred because of any breakage or damage in or to the accommodation caused by you, any members of your party, or any other persons invited into the accommodation. We can ask for an extra payment from you to cover any such costs. In this instance, the cost will be deducted from your security deposit. We will always attempt to notify you before taking this action.
17.3. We expect the accommodation to be left reasonably clean and tidy on departure. If we, or our representatives, feel that additional cleaning is required, you will be liable to us for the cost of cleaning, which would be a minimum of £150. In this instance, the cost will be deducted from your security deposit. We will always attempt to notify you before taking this action.
18.1. We are allowed to enter the accommodation (without letting you know first if this is not practical or possible) if exceptional circumstances or emergencies happen (for example, if repairs need to be carried out) or if you break any of these booking conditions or our Park Rules.
18.2. We or our representatives are allowed to enter the accommodation to inspect it (including but not limited to where you have complained about the accommodation). If this happens, you will be given reasonable notice first.
18.3. You agree to allow us or our representative (including workers) to access the accommodation as this clause requires.
19.1. We can refuse to hand over their accommodation if the unreasonable behaviour of anyone in your party is likely to offend other guests, members of staff or neighbours or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the accommodation, its services or facilities or if we do not reasonably believe you have complied with any restrictions or requirements stated on the accommodation advertisement, including but not limited to any restrictions on party composition. If this happens, the contract between you and us will end, and you will not receive any refund.
19.2. We can end a stay after the keys have been handed over if the unreasonable behaviour of anyone in your party (including anyone invited into the accommodation by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the accommodation by you) has broken or is likely to break any of these booking conditions, our Park Rules or any other terms and conditions applicable to the accommodation which you have been told about, including requirements stated on the accommodation advertisement, such as those regarding party composition. If this happens, you must leave the accommodation immediately, and no refund will be given. You may also be responsible for any costs we incur due to your behaviour.
20.1. We cannot be held responsible for noise or disturbance outside the accommodation’s boundaries or those that are beyond our control. If we know about a problem before you arrive, we will contact you to let you know. We can not be responsible for the failure of public utilities such as water, gas, and electricity.
20.2. Per our Complaints Procedure, details of which you’ll find on our website, you must tell us as soon as possible if you are dissatisfied. This means on arrival if you are immediately dissatisfied or during your stay as soon as you become dissatisfied. You must provide an immediate opportunity for us to put right anything wrong before your stay ends.
20.3. If you feel that a problem has not been dealt with to your satisfaction, you must put your complaint in writing to us within 28 days of returning from your stay. You can email us at complaints@leisureresorts.co.uk or in writing to Customer Relations, Leisure Resorts Ltd, PO Box 303, Kendal, LA9 9GX.
We have designed this process to make sure we can help resolve complaints as quickly as possible. Please help us assist you by following this process. If you fail to do so, this may affect any entitlement to claim compensation if this would be appropriate.
20.4. Nothing in this section will affect your legal rights or any right you may have to bring legal proceedings against us
Y0u can view our Complaints Procedure here
21.1. By submitting your personal information to us, you agree to our use of the information in the ways set out in our Privacy policy for the provision of the booking.
21.2. Our Privacy policy on our website explains how we will use and process your personal details.
21.3. We may, but do not always, record telephone calls between us for monitoring and training purposes. In the event of a dispute, we reserve the right to review any recorded calls and email communications between us.
Y0u can view our Privacy Policy here
22.1. No representative, agent, or salesperson can vary, amend or waive any of these booking conditions. No amendment, variation, or waiver of any of these booking conditions will be valid or have any effect unless accepted by us in writing.
22.1. Any dispute, claim, or other matter that may arise in relation to your booking will be governed by English law, and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.
22.2. If a court or regulatory agency with proper jurisdiction determines that a provision of these booking conditions or any contract to which they apply is invalid, void, or unenforceable, then that provision will be interpreted to reflect as nearly as possible the original intentions of the parties that are valid under applicable law or regulation. If any provision is invalid, the rest of these booking conditions will remain effective to the full extent permissible by applicable law.
22.3. We may transfer our rights and obligations under these Booking Conditions to another person or organisation. We will contact you to let you know if this is planned. If you are unhappy with the transfer, you may contact us to end the relevant contract within 14 days of us telling you about it, and they or we will refund you any payments you have made in advance for services that have not been provided.
23.4. Leisure Resorts Ltd of PO Box 303, Kendal, LA9 9GX, registered in England and Wales, with a company registration number is 10528028. Our VAT registration number is GB 264134812
Whether you’re looking for a relaxing short break or to own a luxury lodge, our multi-award-winning, beautifully maintained parks offer family-friendly facilities and 5-star service, all designed to make your stay exceptional time after time.
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