- The company
Aria Resorts is the trading name of Southern Parks Limited. When you book your holiday, your contract will be with Southern Parks Limited however we refer to ourselves as 'Aria Resorts'.
- The agreement you make when booking your holiday
When you book a holiday or short break with us there will be a contract between yourself and Aria Resorts. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they adhere to our booking terms and conditions. Please note that we are unable to accept bookings from anyone under the age of 18 years. Large group bookings must be made over the phone. Applicable to all our resorts not transferable, maximum duration of your stay is 28 days.
- Special offers and promotions
Please ensure that you mention any special offers when you make your booking. We regret that we cannot add them after any payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.
- Deposits and paying the balance of your holiday
When making your booking we require you to pay a deposit 25% with the remaining balance of your holiday due for payment 8 weeks before your arrival date. Please note that when making last minute bookings for arrivals within 8 weeks, you will be required to pay the balance of your holiday in full at the time of booking. Your balance is due and payable by the date printed on your invoice (8 weeks before your holiday start date). Please be aware that if the deposit and/or balance are not paid on time we may cancel your booking. We reserve the right to refuse any booking without explanation. 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 customer.
- Alterations to your holiday booking
Your booking shall be in accordance with the details confirmed at the time of booking. Your booking is non-transferable and non-alterable. If you do wish us to make an alteration to your booking, we will use reasonable endeavours to accommodate your request, but no guarantee can be given. An administration fee of £25 may be charged per booking for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Where an alteration results in a reduction in duration and/or is for a downgrade in property, no refund will be given, but we will attempt to waiver our administration fee where possible. Once the contract is made it cannot be transferred to anyone else or changed (including the members of your party) without our agreement.
All prices in our published tariff and those published on our website include VAT at the current rate. If the VAT rate increases all prices will change to reflect the increase. The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time; however, this will not, under any circumstances, affect bookings already confirmed. Offers cannot be used in conjunction with any other promotion or discounted offer and may be withdrawn at any time prior to the Contract being formed. Retrospective refunds are not permitted against any price adjustment, promotion or discounted offer advertised after such time a Contract is made. Discount codes or promotions cannot be added retrospectively. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee is charged, so the price for the holiday will remain the same.
The Price includes:
- Use of your accommodation for the permitted number of guests as per the capacity of the property
- Any other amenities or services described as included in the price of your break in the information provided to you on our website (which vary depending on the type of property you book).
Prices do not include any additional services, features and facilities unless they have been specifically included as part of a promotion to your booking. Additional services, features and facilities and details of how to book them can be found on our website www.ariaresorts.co.uk. Please note that with holidays that are booked with one of our external partners, an additional separate agreement may be required to be entered into as this has been not advertised or promoted by Aria Resorts.
- Special requests
Please note that we will do our best to meet any special requests. However, we are unable to guarantee any special requests. Special requests do not form part of the booking contract and are not a condition of booking. No compensation will be offered should we (Aria Resorts) be unable to fulfil any 'special requests' made at time of booking.
Please note that whilst you may have requested an accommodation, we reserve the right to move your reservation to another accommodation of the same standard. We are unable to guarantee a specific accommodation number or if you booked more than one that these will be next to each other. This is in the event of any situation arising that we have no control over – such as maintenance issues etc. No refunds will be given in this instance. We reserve the right to amend your reservation into alternative properties, sometimes more than one property and to a different standard, should we deem it necessary. We will notify you of any changes and our reasons for this at our earliest convenience. No compensation will be paid in this instance.
- Who is in your party?
It is important that you confirm who will be joining you for your holiday or short break. Only those people listed on your booking confirmation can occupy your holiday accommodation. For safety and security reasons, we require that all children and babies are counted within your party totals. The total number of guests must not exceed the maximum capacity of the accommodation as advertised in our brochure or on our website. Large 'all male' or 'all female' group occupants and/or stag and hen parties may be subject to a further 20% deposit and may be refused on the discretion of the management team. Please note that failure to inform us (Aria Resorts) of large same-sex parties at the time of booking could result in a refusal to enter the accommodation and/or cancellation of the booking with potential loss of payment made.
- Guests with specific needs
Guests with disabilities are welcome at all our resorts. Many of our resorts offer specific accommodation suitable for guests with mobility difficulties, however certain accommodation and locations may not be suitable. If your party includes someone with any specific needs, you should tell us about this before you make a booking. We can try to ensure both the accommodation and resort are entirely suitable for you and your party. If you do not inform our staff upon booking, we cannot be held responsible if the accommodation or resort is not suitable. Guests using hypodermic needles e.g. diabetics, must ensure they are able to safely dispose of their equipment. Please contact our bookings team on 03333 700555 and we will assist wherever possible.
All children must always be properly supervised by parents or guardians throughout your holiday. We are happy to provide children’s clubs, activities, events and other facilities at some of our resorts, however, nothing provided in terms of entertainment or activities is to be used as childcare facilities and children always remain the responsibility of their parents or guardians. Please make sure you always know where your children are. You should take particular care and supervise all children around our swimming pool, lake areas and all public areas.
- Before you Arrive
For resorts with leisure facilities we suggest that you pre-book any spa treatments, Watersports activities and entertainment sessions to avoid disappointment. We also request that you make us aware of any extras you require in your house such as cots, highchairs. Should we not be informed of this before arrival we cannot guarantee that these will be made available to you. If you are bringing a dog with you then you must inform us prior to arrival, failure to do so may result in your booking being terminated. On resorts with Log burners, we provide come one starter log. If additional logs are required these must be purchased from a Reception. Use of own logs is prohibited.
- Arrival and departure times – Resorts
Your accommodation will be available for you from 16:00hrs on your arrival day (The Bay Filey 17:00hrs & Gara Rock 15:00hrs)
If you think you may arrive after 19:00hrs on your arrival day you must let us know in advance and we will leave your key in a nominated place or person for you to collect on arrival. If you do not inform us and your accommodation is not occupied on the advertised arrival time the day following your booking start date, we shall treat your booking as cancelled and re-let the accommodation. Please kindly vacate your accommodation by no later than 10:00hrs on your departure date. (Gara Rock 11:00hr)
We are unable to guarantee an early check in, even where your travel arrangements result in you arriving on the resort prior to 4.00pm. You are more than welcome to use the facilities on site either side of these times.
Please be careful on property balconies and always supervise dogs and children on them. Balconies are used at your own risk. The layout of the accommodation varies, should you have a specific requirement for the bedrooms in the house please let Reservations know at your earliest convenience.
- Hot Tubs
Several of our resorts have accommodation featuring Hot Tubs. We request that you do not tamper with any of the electricals on your hot tub. Should you tamper with these and it results in the hot tub being drained and refilled you will be charged for this. If you book accommodation with a hot tub, we cannot guarantee that the hot tub will be heated to temperature on the day of arrival as it would have been drained and refilled in between lettings. The hot tub will be working on the first morning of your stay. Hot tubs are not to be used after 10pm.
- No children under 4 years should use the hot tub and bathers under 16 must be accompanied by an adult.
- You should consult your doctor before use if you are receiving medical attention or have a long-term illness.
- Avoid using the hot tub if you are under the influence of alcohol, have eaten a large meal, are pregnant, or are on medication. Only use the hot tub after seeking medical advice if you have a condition that is affected by heat for example, a heart condition or high or low blood pressure.
- No food, glass, liquids, pets, bubble bath or oils allowed as these may result in the hot tub having to be drained.
- You should get out of the tub if you start feeling unwell, uncomfortable, giddy or faint.
- We recommend for safe use that you remain in the hot tub for a maximum of twenty minutes at a time and have a rest period of between 10 and 20 minutes. Overuse will affect chemical balance and overall enjoyment.
- Please take care when getting in and out of the hot tub as the decking is slippery when wet. Please keep your voice down after 10pm and do not use the hot tub during a storm.
- Allergies and smoking
If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation before making us aware. We have allocated pet-friendly (dog) and pet-free units, so that we can track where pets have been, for people who have an allergy to them. If you have any specific dietary requirements or allergies, then please speak with our bar and restaurant teams prior to making any food and beverage purchases. All of our accommodation is strictly non-smoking. Please respect this request for the comfort of other guests. Any guests found to be disrespecting our no-smoking policy will incur additional charges at the discretion of the hotel on departure (this may include paying additional nightly room tariffs where we are unable to offer the room to another guest due to the lingering smell of smoke as well as any additional deep cleaning costs).
Most dog breeds are welcome at our resorts and in specific 'pet-friendly' holiday homes with a maximum of two dogs per unit of accommodation. Please contact the resorts directly for permitted areas of access on resort. Some breeds of dog including those listed in the Dangerous Dog Act are not allowed. You must give us details when you book to obtain our agreement to bring a dog onto our resorts. Guide/assistance dogs assisting visually impaired guests are exempt from these charges. Pets must always be kept on a lead under the control of a responsible adult and wear a collar with an identity tag. You must clean up after your pet. Dogs should not be left unattended in accommodation, in vehicles or elsewhere on the resort and must not be allowed on bedding or seating. If we think your pet is causing a nuisance, damage or is distressed whilst on one of our resorts, you will be required to remove your pet from the resort. Please be considerate of other guests always. Dog Charges will apply.
- Use of your holiday home
You are responsible for any damage to your holiday home during your stay. The resort management team reserves the right to enter your accommodation under special circumstances e.g. emergencies. Please note, cots and highchairs can be provided for use during your stay for a minimal charge and must be requested at time of booking - these are subject to availability. Please ensure that you bring your own cot linen.
At the end of your holiday, please leave everything in a clean and tidy condition. We ask that guests deposit all their refuse and recycling in the recycling centre on resort. Please ensure that you use the correct section for the appropriate kind of refuse you are disposing of.
For extended stays that are longer than 14 days, we will access to your accommodation on the 14th day to carry out a housekeeping and maintenance check and to replace the linen.
- Your personal possessions
Please note that you are responsible for your personal possessions on the resort and in your holiday home- Aria Resorts are unable to accept any liability for any loss or damage of your personal belongings during your stay.
- Bed linen
We provide all bed linen for guests to use during their stay with us, except for cot linen which you should bring with you. Towels can be hired for use during your stay on selected resorts and are subject to availability. Please leave all used linen and towels in your accommodation upon check out. Guests booking third parties and other similar promotions may be charged separately for the use of bed linen. Please check directly with your holiday promotion provider.
- Use of facilities & on-site activities
Please note that some of our facilities and on-site activities may have age and/or height restrictions.
Children and young adults under the age of 12 and non-swimmers under the age of 14 must be supervised by an adult in and around our swimming pools. We may operate session swims in our pools during periods of high demand. We request that prior to using the swimming pool, and after using the sauna/steam room, you use the pool-side showers. We do operate adult only swim times occasionally during the week, please see Reception for these times
To use the pool all babies must have a double nappy system – a paper swim nappy plus a neoprene nappy over the top. Please check the swimming nappy every 30 minutes and change away from the poolside if necessary. If you or your child have vomited or had a cold or virus in the last 24 hours, or you’ve had diarrhoea in the last 14 days, please do not use the swimming pool. Any incident arising from children fouling the pool the responsibility of the parent/guardian.
Camera use in the swimming pool is restricted and can only be used during quiet times. If you wish to use your camera, please ask at Reception.
For Resorts with sauna, health club or steam room. Children under the age of 16 are not allowed in the gym or studio. Upon check-in we will provide each adult in the party with a Leisure Pass. This will allow you access into the health club including swimming pool and gym. We do require all these passes to be returned upon departure. Should a guest wish to take part in a fitness class a charge will be applied and we require 24 hours’ notice of a cancellation. All Leisure Club rules must always be adhered to when using the facilities, a full list of rules can be found behind Reception.
For Resorts with a Spa - It is advisable to book any spa treatments you wish to have during your stay to avoid any disappointment as we are unable to guarantee appointments should you not book prior to your arrival. Should you turn up late to a treatment we are unable to extend the treatment time so the displayed treatment time will be affected. No refunds will be given in this instance. Should you need to cancel a spa treatment you must provide us with 24 hours’ notice to do so, failure to cancel within 24 hours of the appointment will result in you being charged the full balance for your treatment.
On resorts with children’s play areas, we ask that children are always supervised when using this. Aria Resorts accepts no liability for any accidents caused during the use of these facilities. Any child using the zip wire must be accompanied by an adult.
Very occasionally we may need to close or withdraw certain facilities or activities here on-site for reasons beyond our control, including but not limited to, health and safety reasons, maintenance or renovation work, extreme weather conditions, changes to government legislation. We reserve the right to make alterations based on the above circumstances without prior notice, and we will not be held liable or be subject to any form of compensation should this situation arise.
- Watersports (Retallack Resort Only)
Full payment must be made at the time of the booking. For cancellation 48 hours’ notice is required, should we not receive notification of cancellation no refund will be given. 48 hours’ notice, or more, of a cancellation, can result in a refund or a date/time change for the session unless advised otherwise on booking. No alcohol/drugs to be used before or during the ride, we reserve the right to refuse a client should this be the case and no refund will be given in this instance.
You are unable to ride should you have any medical condition, for example, asthma, epilepsy, any dislocations or any heart or organ disorder. We recommend you do not use the Water sports facilities during pregnancy. Should you have a medical condition that you feel may affect your ability to partake in a session please call the Activities Booking Office on 01637 882510 and they will be more than happy to help.
Supplied within each Watersport session will be wetsuits, instruction, changing rooms, hot & cold showers and the relevant safety equipment. We do not supply sunscreen, rehydration drinks or towels. Guests can bring own wetsuits, however, if the management or instructors deem the wetsuit unsafe or could damage the ride the client will be unable to wear these during the sessions. All clients must bring their own towels should they require them. All jewellery must be removed before using any of the Watersport facilities. Aria Resorts accepts no responsibility for any jewellery lost. Coin operated Lockers are provided. We reserve the right to refuse any clients who show any offensive or abusive behaviour towards our staff. No refund will be given in this instance. In the event of any severe weather conditions we reserve the right to cancel any sessions booked. In this instance, we can either provide a refund or alter the session date/time.
Everybody who takes part in any Watersport activities must sign a disclaimer prior to the session, anybody under the age of 18 must have a parent/guardian present to sign this disclaimer. Aria Resorts accept no responsibility for injury suffered whilst you are taking part in any Watersport or if you are spectating.
Please note that our entertainment schedule is seasonal and may be subject to change. While every attempt is made to adhere to published timetables, we reserve the right to alter or withdraw our entertainment programme with little or no notice. Under these circumstances we will not be liable to you for any form of compensation; however, every effort will be made to try to ensure that this does not happen. Please contact the resort directly for more information.
- Construction and Maintenance
Improvements, maintenance and refurbishment to lodges, the facilities and the grounds are carried out throughout the year. We will always do our best to ensure that guests are not inconvenienced. No compensation will be paid if a facility is not available, but we will do our best to provide a suitable alternative. As we continue to improve our Resorts there may be some development work being carried out during your stay. We will try our utmost to ensure you are made fully aware of these prior to arrival and provide photographs of the developments where possible.
- Internet Access
All our resorts have access to FREE Wi-Fi (Apart From Newperran). Please contact the resort directly for locations, connectivity and speed. (Speed may vary per resort)
- Our Resorts
Most of our resorts are in country or coastal locations and as such, we try to preserve the rural character of the area. Therefore, the resort may have areas of uneven ground, unmade tracks/paths/roads and limited lighting. We ask that you take special care to avoid accidents. Some resorts may also have lakes, ponds, rivers and other features. These may be shown in your 'Welcome Pack' and you should ensure that you always familiarise yourself with the resort and its features and supervise children appropriately. Take note of all safety notices throughout the resort.
- Your car
We would ask that you comply with all resort speed limits, designated parking areas and other traffic regulations on the resort. Vehicles are brought onto our holiday resorts at your own risk and we will not be held responsible for any loss or damage except where it is caused by our negligence. Communal car parking bays are for all guests, contractors and company staff and are available on a first-come first-served basis only. Parking varies from resort to resort, please contact the resort directly for clarification.
- Behaviour on resorts
Our resorts are primarily used by families and we respectfully ask that the behaviour of yourself and your party reflects this fact. Noisy, offensive or inappropriate behaviour, or actions likely to cause harm or offence to any other guest, member of our staff or anyone’s property at the holiday resort will not be tolerated. You will be required to leave immediately in which event you will not be entitled to a refund.
We reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management team 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 any member of your party (Adult or Child) may not comply with the above terms, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking. Ejection on grounds of behaviour, in the event of persistent or serious misconduct by you, a member of your family, visitors or guests, we will ask you to leave immediately
Please note that we may operate CCTV cameras at our discretion on our holiday resorts both for crime prevention and safety reasons.
- Our service to you
We will do all that we can to ensure you enjoy your holiday with us. Occasionally problems may occur; if they do, or you have any concerns about your holiday while staying with us, please report on resort reception immediately. Please be aware that we cannot be held responsible for any issue you experience during your stay with us, of which you did not inform us whilst on-site. We will work hard to resolve any issues you may experience whilst you are here on our resort. If any issue is not resolved during your stay, you must notify us in writing, as soon as possible (and in any event within 28 days of the end of your holiday). We regret that letters received more than 28 days after your holiday may be deemed irrelevant.
- If we make changes to your holiday
The operation of our resorts is subject to legislation and guidelines laid down by the Health and Safety Executive and Local Authorities and their codes of practice. Likewise, there are other circumstances beyond our control that may affect the services and holiday booked and we accordingly reserve the right to adjust our services in order to meet these standards and possible issues. Very occasionally it may be necessary that certain accommodation, entertainment or a facility may have to be temporarily withdrawn, or changed due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors outside of 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 make you aware of these, where made prior to booking and will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their holiday commences.
- Cancellation by us
Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we must do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you.
- Cancelling your holiday booking
Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post, fax, or email quoting your booking reference number. Your cancellation will only be as effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below:
Period Before Arrival Date
Cancellation charges as a % total cost
More than 30 days
Loss of deposit
30 - 22 days
21 - 15 days
14 - 8 days
7 Days or less
To help protect against unforeseen we strongly advise that you take out holiday insurance to protect against any potential loss of your deposit in the event you need to cancel your booking. If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.
- Website and brochure accuracy
Whilst every care is taken to ensure that the details in our brochure and on our website, including any promotions, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible for unforeseen events or matters over which we have no control. While we do our best to ensure that all information is up to date and accurate, there is always possibility for human error. All accommodation and holidays are subject to availability. Please enquire when booking or contact us on 03333 700555 for confirmation. All images used are representative and are used for illustrative purposes only.
- Our liability to you
We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you may suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury.
- TV filming and photography
Due to the popularity of Aria Resorts, we receive requests from television and other companies to film or photograph on our resorts. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.
- Call Recording
Calls to Aria Resorts are recorded and maybe used for training & security purposes.
Our resorts may from time to time hold private functions on the premises; alternative entertainment will be provided where applicable/possible. Please note, no compensation will be offered of any kind in this instance. We will make every effort to inform you as soon as practically possible.
- Licensing Laws
In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. We accept the following forms of ID at resorts: full passport, a new style driving licence incorporating a photograph or a valid proof of age card. Please drink responsibly.
- Infectious diseases
Infectious or contagious diseases could easily be passed to other guests while on holiday. You must inform the Duty Manager should you contract any such illness while on holiday. In order to protect our guests and staff, anyone found to have such a condition may be confined, or in extreme circumstances, requested to leave the resort. Please note that in such circumstances we are unable to offer refunds and we therefore recommend you take out your own insurance.
In the unlikely event there is any problem with the Accommodation or the resort, please inform us immediately at Reception. We will endeavour to resolve the issue as quickly as possible during your stay. If, at the end of your holiday, you feel that we have not dealt with your feedback satisfactorily, please write to the email@example.com within 28 days of your return. You will then receive acknowledgement allowing us 14 days to investigate. ARIA RESORTS cannot accept any liability in relation to any shortcomings or claim of whatever nature, if you fail to notify us of any complaint during your holiday, allowing us the opportunity to resolve any issues to your satisfaction whilst you are with us. Due to data protection, we are only able to discuss feedback & booking details with the lead booker.
- Information you have given us
The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act and the EU General Data Protection Regulation (GDPR). By providing us with this information you (and the rest of your party) are deemed to accept and agree to all our terms and conditions. It is the responsibility of the lead name on the booking to ensure that the rest of their party are aware of and agree to our terms and conditions. We keep your information to help us improve our service to you and to help provide you with information about the services which we offer. We will not disclose this information to any person outside of Aria Resorts, their agents and contractors unless we are legally required to do so, or for the purposes of crime prevention.
These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website. Last updated: March 2020