Terms and conditions
We are keen that you and your party have the most enjoyable time during your stay with us, providing cherished memories that will stay with you for a very long time. It is in your own interests and indeed ours as a commercial entity that we assist you to enjoy your stay by explaining your rights and those of our own to help you plan your visit and assist your understanding of how issues may be resolved when unexpected events occur. An explanation of what may be required in most eventualities is covered in these Terms and Conditions, which are set out in an easily understandable format set out below.
We hope you enjoy your stay
If you enquire about a potential booking by phone, we will only use your personal information to assist you make a decision on whether or not to make a booking, we will not use it for another purpose without your consent.
If you are contacting us to enquire about a particular deal or promotion, or offers that are available to certain types of people, professions, or organisations you will need to be able to demonstrate that you qualify for the promotion by providing additional information or by quoting a specific reference code.
In light of the recent Covid-19 pandemic the offering during your stay may vary from a previous visit.
We will abide with all Government guidelines and advice and do not promote groups from mixed households.
It is necessary to collect your personal information when making a booking by phone or online. The type of information we require to make a booking includes information such as names, addresses, telephone number, and financial information.
In some circumstances we may need to collect more sensitive personal information to enable us to make provisions for guests with medical conditions or disabilities, or information from a passport to satisfy statutory requirements.
If you want more information about how we collect and use your personal information, please refer to our Privacy Notice which can be accessed from the home page of our website.
Your stay may include the complimentary use of a Golf Buggy to assist you and your party when moving about our Reserve. It is a condition of use that whichever member of your party intends to drive a Golf Buggy they will need to present a valid driving licence to a member of our staff on arrival. The terms and conditions for the use of our Golf Buggy’s can be found in Appendix A.
3.1 Before making your booking please:
- Read Appendix B which contains important information you need to consider before you book.
- Log on to www.aspinallfoundation.co.uk or telephone our Reservations Team on 01303 234 112.
- Note that you must be over 18 to make a booking.
- We do not offer any holiday insurance but advise that you take out this useful addition to your break.
- We collect the full amount of the booking at the point of confirmation. Our cancellation policy is explained further in paragraph B 39.
3.2 Booking Procedure
Full payment by credit/charge or debit card is required at the time of making your reservation. This may be online or by telephone.
3.3 Payment confirmation
Please check the details on the confirmation carefully. If any of the details are incorrect, or require changing, especially your address, you must inform our Reservations Team with your contact details. Credit/charge and debit cards will normally be authorised and charged to your account within one working day.
3.4 Our agreement
A contract (our agreement) is formed when we receive the required payment and you have received a confirmation. This will be deemed to be 24 hours from the systems automated booking confirmation. If you do not receive a confirmation within these timescales, please contact us immediately. Required payment means the full amount due for your break. Our agreement incorporates the entire portfolio of the services or products we offer, the confirmation and this agreement (which we sent to you following your telephone reservation or which you accepted online at the time of booking). Our agreement with you binds you, (the person named on the confirmation), and all members of your party, including children and any day visitors. You must ensure that all members of your party are aware of and accept all of this agreement. Our agreement continues until the last member of your party has left Port Lympne, including any extension to your stay and for such time afterwards as may be necessary. We will send you confirmation electronically showing the price for your break and any additional charges. It will also detail payments received and due.
3.5 The price of your break and what it includes
The most up to date prices for accommodation are shown on our website. Any prices shown on our website or other communications are subject to regular review and may change. The agreed price for your break will be quoted when you make a reservation and will be shown on the confirmation. Any prices shown on our website or other communications are subject to regular review and may change throughout the day. This includes special offers at the point of sale.
3.6 This price includes:
- Use of your accommodation for the maximum number of guests we indicate on a room only basis unless otherwise stated.
- Any other amenities or services described as included in the price of your break in the information provided to you at the point of confirmation.
3.7 The price does not include:
- Use of facilities and activities not included within your break, for example animal experiences, or off-site activities offered by our vetted partners.
- Guaranteed access to any of our safari routes or vehicles.
- Additional charges and different booking arrangements apply - separate agreements will be formed for these items.
- Telephone charges. Call charges are available on request. You must have a debit or credit card to open and use telephone facilities where provided.
- Meals, unless part of your Short Breaks offer.
3.8. Tax and price promise
All relevant prices include VAT at the appropriate rate. We have the right to increase or decrease prices in line with any change in VAT or any other dues or fees levied on your break. We will not make any such increase to the basic cost of your break within 30 days of your holiday start date. We will also absorb all such increases where they form less than 2% of the total cost of your break. These provisions do not apply to insurance you may take out personally or any other separate charges you have pre booked.
GOLF BUGGY – Conditions of Use
Where we provide Golf Buggies to help you enjoy your stay with us, the following conditions ensure the safe use of the Golf Buggies for you and fellow Park visitors.
Permission to Drive
Only guests with a full UK Driving Licence for a Category B motor vehicle, (family car) or Category B automatic are permitted to drive Golf Buggies. Holders of a provisional licence for this class of vehicle are not permitted to drive, even when supervised. This rule applies to any member of a group or party who wishes to drive a Golf Buggy during your stay.
You and any other member of your party wishing to drive are required to produce a valid driving licence for examination on arrival before you will be handed the keys to a buggy and instructed in its use.
Under no circumstances should a Golf Buggy be driven on a public road.
Driving a Golf Buggy within the boundaries of our parks with either concentrations of alcohol or prescribed drugs over the prescribed limit as applicable to public roads and public places is not permitted.
Driving the Buggy
Once you and your party have checked in, and had their driving licence examined, a member of staff will instruct you on how to operate the buggy, including how to start, stop, and safely park the vehicle when it’s not in use.
The basic controls of a buggy are similar to a conventional motor car, but please bear in mind that it weighs much less, and doesn’t have the suspension and sophistication of the controls you will be accustomed to when driving a conventional road going car. Also, when driving take into account that the roads and pathways within our parks are uneven and cross hilly terrain.
When driving follow the basic rules of the road found in the Highway Code, keep to the left when using two-way roads, and when using roads or paths marked as one way, only travel in directions shown on the signs.
Take particular care to park on an even level surface when you and your passengers enter or alight from the vehicle. Never park across a camber or hill when doing so, as it may adversely affect the weight distribution in the vehicle.
Always consider the terrain, existing vehicular and pedestrian traffic conditions as well as environmental factors that may affect your ability to operate the vehicle safely.
You must always exercise the utmost courtesy, care and consideration for the safety and convenience of pedestrians when driving or parking your buggy. Pedestrians must always be afforded the right-of-way.
The speed of our buggies is governed to no more than a fast walking pace when travelling on a level surface. You should not exceed this speed, even when coasting downhill.
You should always remove the key and keep it in a safe place when the buggy is not in use.
The driver has a responsibility to ensure the safety of all passengers carried in the buggy at all times, making sure that the vehicles occupants remain seated when the vehicle is in use, passengers use the grab rails to steady themselves when the vehicle is in motion, and they remain fully within the confines of the Golf Buggy, resisting the temptation to place their head arm or leg out of the Golf Buggy whilst it is in motion.
The maximum capacity of a Golf Buggy is 4 persons. Babies and toddlers age 3 or below must be in carry harnesses to the front of the body whenever possible. Children over 3 years of age should be seated separately to adults.
The use of any handheld device by the driver, including mobile phones, tablets, cameras or any other piece of equipment likely to distract the driver is not permitted whilst the vehicle is in motion.
When and where to Drive
A Park map showing the permitted Golf Buggy route will be explained and handed to you.
Please ensure that you always follow the signs pointing out the designated Golf Buggy route.
The Golf Buggy can only be used during permitted hours which will be fully explained on your arrival.
When going through electric or manual gates, please ensure these are fully closed before continuing your journey.
Do not at any time climb over any enclosure standoff barriers or try and feed any of our animals. Any torches or light admitting device is prohibited to be directed into any enclosure
Please always ensure that you drive to the conditions of the Golf Buggy route.
Important information before you book
B 1. Special requirements and disabilities
We welcome guests with restricted mobility, a disability, medical or particular care requirements. We aim to ensure that our services are as accessible as reasonably possible, so it is important that we are fully appraised of any needs, requirements and conditions prior to any booking being concluded. Please email or phone our Short Breaks Team on 01303 234 112 who will be happy to discuss with any particular special requirements you or a member of your party may have. This may include the availability, suitability and potential reasonable adjustments to our accommodation, as well as the potential for a guest to be accompanied by someone who is able to provide for any particular needs they may have over and above any reasonable adjustments we are able to make. A risk assessment might be required prior to confirming a booking or allowing participation in certain leisure activities. We rely on the information you provide to help us anticipate and satisfy your needs. We therefore require you to update us with any change in circumstances prior to and during your stay.
B.2 Medical assistance and clinical waste
Our Guest Services team provide general first aid and limited medical assistance. As such it will often be necessary for a guest to be able to administer or attend to their own medical need or have someone accompany them who can do so. Instructions concerning disposal of sharps and clinical waste are available please contact Guest Services with specific requests.
B.3 Groups, organisations and institutions
Where a party or a booking consists of four or more accommodation units and/or is to include members from an organisation/institution/similar body or those benefiting from activities organised by third parties, for example, charities, local authorities, NHS trusts and the like, you must provide the following before we can confirm your booking; The name and type of organisation/institution etc. (if applicable); Any other information we may reasonably require. Where the majority of the party is under 18 or includes any person(s) who are normally closely supervised, there must be sufficient capable and responsible adults over the age of 18, in every accommodation unit to provide adequate supervision for the party and each member of it. One such identified person must be present for the duration of the break and accept overall responsibility for the whole party. The name and contact details of this person must also be confirmed on arrival at check-in. If we incur costs in providing assistance or supervision to your party, we reserve the right to claim compensation from you in accordance with paragraph B 4. In order to preserve our family environment, we do not normally permit “stag/hen” parties nor adult fancy dress on the Reserve.
B.4 Information about your party
Your rights in respect of the privacy of yourself and your party has been outlined in Section 2 above, more information can be obtained from our Privacy Notice which is published on our website.
You (the booker) must be a member of your party unless we agree otherwise. Failure to provide us with full details of the make-up of your party prior to your arrival may result in access to your accommodation being delayed or denied. We want to maintain a safe and secure environment for you and your family and may ask for identification on arrival. We don’t knowingly allow anyone to use or visit our accommodation who is a convicted child sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Sexual Risk Order or Child Abduction Notice. We may also need to collect from your specific information as required by the, The Immigration (Hotel Records) Order 1972.
We reserve the right to conduct security searches as a condition of entry to protect your safety and that of other visitors. We may conduct security searches of clothing, bags and vehicles, as determined by us in our reasonable discretion, including on entry and exit of our accommodation.
In the event that we are required to provide additional specialised assistance for members of your party, or have need to make temporary or permanent repairs required to make good, or replace parts of buildings, decoration, furniture, ornaments, pictures, electrical appliances, crockery, glass ware and cutlery, as a consequence of carelessness or unreasonable behaviour we reserve the right to claim compensation from you.
B.5 Information about our staff
We are rightly proud of the work and professionalism of our staff and volunteers. We have high expectations that they remain helpful and courteous at all times. They are trained in emergency procedures, equipped with two-way radios, and should be able to provide help and direction in most situations.
In the very unlikely event that you observe a member of staff acting inappropriately, or you become involved in a dispute that an individual member of staff cannot resolve, please do not take matters into your own hands. Refer the matter to our Guest Services Team to assist you resolve the matter or escalate it to our Duty Manager if necessary.
B.6 Gifts, prizes or promotions
Should you wish to use a Port Lympne Hotel & Reserve product as a gift, prize, part of a reward programme or other promotion you must contact Port Lympne Hotel & Reserve at the address shown before making any booking. They will detail the special requirements that apply. By booking you will be deemed to have accepted our special requirements as notified to you. You may not advertise, use, give or resell your break or any promotional discount or offer to do so (for profit or otherwise) or use it in connection with a competition, promotion, business and charitable or any other similar venture without our express advance written permission. Please note our rights to cancel for breach of any terms in this agreement.
We recommend that, where possible, you pre-book any activities.
Please check our website www.aspinallfoundation.org before you leave home for all the latest information and any particular circumstances that apply to your break.
You should inform us immediately if, within 4 weeks prior to your arrival date or during your break, any member of your party has, or develops symptoms, an infectious or contagious medical condition. If so, we have the right to:
- Refuse to accept your booking.
- Cancel your break.
- Ask any member of your party to refrain from taking part in certain activities.
- Ask any member of your party to leave our accommodation and reserve immediately, should we, at our discretion consider it necessary to protect the health of other guests, staff or the general public.
- You should also advise our nominated our member of staff nominated for first aid of any other special medical circumstances, such as a member of your party being terminally ill. Such information will be treated sensitively.
Your time of arrival may vary according to the type of accommodation you have booked with us, but generally will be between 2pm and 4pm. Your accommodation will be available as per your confirmation of booking. In order to help minimise our carbon footprint and to reduce traffic volumes we recommend that no more than 2 cars per accommodation are brought on to the Reserve and parked in the on-site guest’s car park.
There are restrictions on the access and parking arrangements for larger vehicles. Please contact our Short Breaks Team for further information. Caravans, campers and/or mobile homes can be parked by arrangement on our off-site car park. Under no circumstance can caravans, campers, mobile homes or tents be used for sleeping overnight.
B.9 Whilst staying in our accommodation and reserve
Our aim is to provide a relaxed break suitable for families in a natural environment. To ensure the maximum enjoyment of your break and that of all our other guests you must comply with all of the requirements in this agreement. We draw your particular attention to the paragraphs below and to the safety and other information you will receive on or before arrival. You must also note and comply with all verbal or written guidance, especially safety guidance supplied to you by us or one of our staff. You must comply with all notices.
B.11 Our Animals
As one of the most successful organisations involved in the conservation of a wide range of endangered species, the welfare of our animals is of the utmost importance to us. Their behaviour may also be unpredictable; therefore, you should never enter (including extending a hand, arm, foot, leg or other bodily part) into an animal enclosure unless by prior arrangement and under the strict supervision of an animal keeper or Ranger.
We have our own vets operating at the reserve at all times, if you see an animal(s) which you believe has become injured ill or distressed do not intervene yourself. Notify a member as staff as soon as possible, they will arrange for the prompt attendance of a member of our veterinary team.
Our animal enclosures are constructed in accordance with strict safety requirements, our operating procedures are assessed independently every year. In the very unlikely event that an animal may present an exceptional risk to our guests or staff, we have specific contingency plans which will be activated. In those circumstance staff will provide you with directions and advice, which must be followed at all times.
We reserve the right to increase secondary boundary distances to comply with social distancing rules between our guests and animals.
B.12 Your Animals
You are not permitted to bring pets of any kind onto our Reserve or accommodation. Should you choose to park in our outer car park, we strongly advise against leaving pets, particularly dogs in parked cars. No dogs are permitted in our outer car park, this includes leaving dogs or other pets in your vehicle during your visit. If such practice comes to the notice of our staff; we reserve the right to request you to leave our facilities, and if necessary, escalate the matter to either the RSPCA or police.
B.13 Behaviour and compliance with this agreement
As the principle booker, you are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the family environment and should not be excessive, noisy or disruptive, especially at night.
Any social distancing rules must be complied with at all times.
B.14 The Consumption of Alcohol & Controlled Drugs
Our restaurants and bars are licensed in accordance with UK Licensing Regulation, with which me must comply at all times.
We shall not serve or sell alcohol to anyone who is, or appears to be, under the age of 18 (and cannot prove they are over 18), or whom we, in our sole discretion, consider to have been drinking excessively. We will accept a photo driving licence, a passport or a proof of age scheme which carries the PASS logo hologram.
We acknowledge that the moderate consumption of alcoholic beverages during your visit is perfectly acceptable, if you are brining alcohol with you for consumption during your visit the amounts should be limited to what might reasonably be expected to be consumed by each member of your party. You may not consume alcohol brought to the reserve by you in our bars, restaurants or other public areas. You are required to remove any alcoholic beverages from our apartment when checking out.
Unless prescribed by a doctor or other qualified medical practitioner, you are not permitted to bring any controlled drug or substance onto the reserve, nor store or consume the same in our accommodation.
Our staff are empowered by UK legislation and these terms and conditions in certain circumstances to seize any alcohol or other substance that they consider might breach UK legislation or our Terms and Conditions. They reserve the right to escalate incidents to the police if necessary, any alcohol so seized will be returned to you when you leave the park.
If your stay includes the allocation of a Golf Buggy, please refer to Appendix A as regards drinking alcohol whilst driving.
B.15 Acceptable Behaviour
Offensive or illegal behaviour will not be tolerated and may result in the police being involved. Offensive or aggressive behaviour or language towards our staff, or, the animals in our care is not acceptable. We may ask you and/or any member of your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate; likely to cause harm; or impair the enjoyment, comfort or safety of anyone; or is likely, in our belief, to breach any of this agreement. No refunds or compensation will be given in these circumstances and we reserve the right not to accept any future bookings from you or any member of your party.
B.16 Children’s supervision and parental responsibility
There must be at least one capable and responsible adult over the age of 18 in every accommodation unit. You are responsible for the supervision of all members or your party under the age of 18. This is particularly important in all children’s play areas, in licensed areas, close to waterways, viewing our animals, and when in close proximity to large service vehicles. Adults leading parties with children who do not appear to have reasonable supervision of, or control over the children’s behaviour may be asked to put appropriate arrangements in place or to leave the relevant facility. Children’s activities are unsupervised unless otherwise stated.
We provide push chairs/child buggies to assist you move around the reserve with younger children, you can of course use your own if that is what you would prefer. These are available on a first come first served basis. Buggies or push chairs are not permitted when using our Safari Experience, a suitable buggy park is provided for your use whilst participating in this experience. Our reserve spreads across a large open natural environment which includes hills, slopes, and some unmade paths and tracks. Please tale all reasonable steps to avoid placing a child in a push chair/ buggy when it is either facing downhill or on uneven ground, use the brake if fitted, and return the push chair/buggy to its designated parking area when you have finished with its use.
We reserve the right to remove the child buggies / push chairs from our traditional offering.
B.17 Child protection
It is our policy to investigate any incident or allegation of concern or assist any proper enquiries about a child in our care or staying at one of our accommodation units and to refer the matter to an appropriate external organisation should we consider it necessary/appropriate.
B.18 Facilities and Activities
We offer a range of facilities and activities which you may purchase separately, these are detailed on our web site in the room browser and on our online booking service. These may be booked before your break or following your arrival by visiting our Reception Desk or Guest Services.
All facilities and activities (including those contained within the price of your break) are subject to availability. We operate a “first come-first served” policy so we cannot guarantee that you will be able to book a particular facility/activity for a specific time or at all. Activities that take place outdoors are provided subject to appropriate weather conditions prevailing at the time the activity is to take place; our animals appearance is not guaranteed but every effort will be made to ensure the activity goes ahead. During winter months the programme of animal experiences may be limited. Additional animal experiences may be available from time-to-time and will be advertised.
We will not pay compensation where experiences or activities specified in your booking are unavailable. The general activity conditions, this agreement, and any special conditions we make known to you apply to any facilities and activities you book and must be complied with. These will be detailed on our website when booking and/or before/during the activity.
You must ensure that any activity or facility selected by any member of your party is suitable for those who are taking part. You must arrange supervision for children under 8 taking part in activities or using facilities unless we have agreed to supervise. We will not accept activity bookings from children under 8 and only from children aged between 8 and 12 at our discretion. They will be deemed to have consent from you and their parent/guardian to book and participate in the activity concerned. It will also be deemed that the activity is suitable for them.
B.19 Security of your property
We take reasonable steps to ensure the security of our reserve and accommodation, we use CCTV and physical access controls to prevent where possible the security of our site, its accommodation or other buildings and facilities being breached. We are also aware of our statutory obligations found in the Hotel Proprietors Act 1956.
We draw your special attention to the following:
- Your personal belongings including valuables are your responsibility during your break with us.
- You should take similar precautions to protect your property as you might reasonably take when at home, keeping valuables about your person or secure and out of site when left in our accommodation.
- In the event that you discover an insecurity or lose a valuable item of property notify a member of staff as soon as possible.
- Vehicles parked at our off -site facility are in an area with public access whilst the reserve is open.
- You must lock your vehicle securely and remove all valuable items on parking.
- We accept no liability for any accident, loss or damage to your property unless such loss, damage or accident is demonstrably due to our negligence or that of those for whom we are legally responsible. We will offer reasonable help to assist you in tracing lost items, however we can only keep lost items for 30 days.
B.20 The Use of Drones and other Powered Toys and Devices
The use of drones, powered model aircraft and gliders are not permitted on site as their use may cause distress and alarm to our animals. In certain circumstances and subject to us granting written authority the use of a drone in accordance with CAA regulations may be granted limited permission.
Likewise, the use of powered and human propelled methods of transport, which without limitation includes, bicycles, tricycles, cars, scooters, etc are strictly prohibited from use on any roads, tracks and paths that are used by other guests, visitors, staff, car parks and other thoroughfares.
B.21 Image Rights
B 21.1 We hope you take advantage of the unique views, landscape, buildings and our animals by capturing images on your camera, smart phone or other similar advice, during your visit. We encourage you to share images with your friends and family, allowing them to share your experience as long as the images are used purely for personal and domestic consumption. This paragraph sets out the only circumstance in which the capture of any still or moving image is permitted without requiring additional permissions to be obtained from the us beforehand. Any activity outside of this particular clause would need to fully comply with each or any of the following clauses:
- A. Before posing for images with members of our staff, or where they might be potentially compromised by an image taken of them, please be mindful to ask for their consent first.
- B. You are not permitted to capture still or video images within our reserve, its accommodation or facilities for personal gain or any other commercial activity, unless authorised by ourselves in a written contractual undertaking agreed beforehand.
- C. If we authorise the capture of still or video images, we retain the intellectual property rights in such circumstances, and reserve the right to claim a percentage of the sale of images in such circumstance, also the right prevent the publication of any such image used in a manner that might unreasonably portray a false representation of actual events or be detrimental to the reputation of The Aspinall Foundation, the Howletts Wild Animal Trust and the Howletts and Port Lympne Estates Ltd.
- D. We may commission professional photographers, film crews and the media onto the Reserve from time to time. You will not intentionally be included in any pictures or video footage of this type unless you are happy to do so. If you believe that your image has inadvertently been taken without your consent, please make it known to those responsible to arrange for your image to be redacted.
- E. We hold the image rights and copyright for all images and material published on our web site, promotional products, and merchandising. It is not permissible to copy or reuse such material without first gaining our explicit authority first.
- F. Any person found to have contravened any part of this clause will be required to leave the reserve, no refunds will be given, and we reserve the right refer the matter to a court of law.
B.22 Food and beverages
Food, beverages and other supplies described in menus and other communications are provided subject to availability and are not guaranteed. We strongly advise you to book breakfasts, lunch or dinner prior to your arrival or as you arrive in the first instance. We offer a first come first served policy and cannot guarantee set times or even availability in our restaurants. Any issues concerning your dining experiences should be directed to the Restaurant Manager/Supervisor in the first instance. We do not guarantee the availability of any food and beverage on site or any of our outlets to be operating to full capacity. The use of the food and beverage outlets are not an inclusive park of a Shortbreak booking. Service styles may change from a sit-down restaurant experience to in room dining / take away within your allocated accommodation unit.
Please keep to prepared roads, paths and tracks at all times and treat all property and facilities carefully and appropriately.
You must use your accommodation and its contents with care and leave it in a clean and tidy condition on departure. An accommodation inventory is available in advance on request. We reserve the right to charge you for any extra cleaning, missing items or damage. We reserve the right to enter your accommodation at any time for any reasonable purpose, for example, to make checks, maintenance work or housekeeping. Your occupation is not exclusive. The members of your party and the allocation of guests in each accommodation unit must remain the same for the whole of your stay. The maximum number of guests in each accommodation type (as stated on our website) must not be exceeded. If it is, we may move those additional persons to another accommodation unit and will charge you or them the appropriate full charge for the additional accommodation, from the date your party arrived for the break.
B.25 Fire Prevention
The use of BBQs is strictly prohibited, smoking is only allowed in permitted smoking areas, when discarding cigarettes please take great care to ensure they are fully extinguished before disposing of them.
If you see or smell the effects of fire or smoke, please alert a member of staff immediately. Consider using one of our fire extinguishers or fire blankets if you are confident that you can do so without personal risk to assist contain the fire until help arrives.
The use of Chinese Lanterns and any other devices such as fireworks, explosives, or any other inflammatory material is strictly prohibited.
B.26 Wireless Facilities & Wireless Internet Access
Where we offer Wireless and Internet access, its signal strength is not guaranteed. The facility is not subject to any particular security, and only has limited filtering measures and requires continuous parental supervision when used by children. We reserve the right to disclose your name and address to our internet service provider if we discover that you or a member of your party illegally downloaded content from the internet or otherwise engaged in unlawful activity whilst using this facility.
B.27 Improvements and maintenance
As we continually improve our facilities on our Reserve you may find that:
- New experiences are on offer.
- Listed facilities are temporarily closed for maintenance and/or improvement.
- Some facilities and/or accommodation types have been altered, replaced or closed.
- There is development or refurbishment work going on in certain areas of the Reserve. Whilst we take steps to reduce the impact of such works, you may experience noise and visual disturbance, routine maintenance work is only carried out during the hours of a normal working day.
- Maintenance work or housekeeping tasks are undertaken in and around your accommodation during your stay, although in such circumstances we try to minimise any inconvenience.
- Different equipment is provided to that described in our brochure or other communications.
We take all reasonable steps to ensure our Reserve is a safe place for you and your guests.
We ask your cooperation and you to exercise some personal responsibility in the following circumstances by:
- The use of barbecues is strictly prohibited.
- Take particular care not to do anything which might cause a fire - dispose of cigarettes responsibly.
- Do not enter or attempt to use any facility that is closed.
- Do not under any circumstances enter an animal enclosure unless authorised to do so and accompanied by one of our animal keepers or one of our Rangers.
- In the event of an animal escape, please be prepared to be taken to a place of safety or asked to stay in your accommodation. You must ALWAYS comply with the instructions of our Reserve staff at all times.
- Be aware of the movement of service vehicles using operating across the reserve at all times, particularly when they are passing groups or young children.
- Our Reserve covers an extensive natural area, if whilst moving around it you observe any potential hazards please report it to a member of staff as soon as possible.
- Social distancing rules may be in affect during your stay.
Driving on the reserve other than in the Reserve’s own vehicles or in Golf Buggies provided is not allowed except for arriving or departing our car parks. At all times please give way to pedestrians and Reserve vehicles, keep to the left and within the 10-mph speed limit. Please use great care when driving. Sleepers, boulders, logs and posts are placed to prevent damage to the roadsides and unauthorised parking.
No liability is accepted for any damage caused by these markers unless due to our negligence. All vehicles should be parked in specified areas.
Vehicular access is required for emergency services and the Reserves’ maintenance vehicles. We will not be liable for any damage caused to your vehicle if it is not parked in a specified area and it obstructs an emergency service vehicle.
Limited numbers of wheelchairs are available for hire/ loan. A mobility service is available to assist guests who have a disability that limits or prevents their travel around the Reserve on foot. Each guest requiring this service may be accompanied by one member of their party. In exceptional circumstances a special access permit will be provided if your vehicle is the only suitable means of getting around. Only vehicles displaying a Port Lympne Hotel & Reserve special access parking permit may be parked in the designated accessible parking bays.
Smoking (including e-cigarettes) is not permitted in any buildings (including accommodation).
B.31 Natural Inhabitants
Please note and remember that our Reserve is spread across a wide natural environmental setting that has its own variety of wild native creatures such as badgers, foxes, snakes, bees, wasps, insects, spiders, rodents and ticks.
We accept no liability for any disturbance, distress or damage to your property caused by wild animals and insects as listed above which are beyond our reasonable control.
B.32 Dogs & Other Pets
Dogs or pets of any description are not allowed on our Reserve.
B.33 Dangerous and Prohibited Weapons
No shotgun, knife, firearm, air weapon, archery equipment, fireworks (including sparklers), illegal substances or similar item may be brought onto the Reserve under any circumstances by you or anyone in your party.
B.34 Military & General Aviation
Noisy military and other aircraft fly over our Reserve at times. You may experience noise from such activities from time-to-time. This is beyond our control.
Some guests or services may arrange to arrive or leave by helicopter, when they do a supervised designated landing area has been established. You should keep clear of any designated area when helicopters are about to land or depart and follow the advice of staff at all times.
B.35 Compensation Payable
By booking you agree that we have the right either during or after your stay to recover from you, whether via the credit/charge or debit card used to pay for the break or otherwise, the costs of: Any property or accommodation damage, and/or any compensation we may pay to others, and/or Any other costs, fees or levies which we may incur, resulting from your or any member of your party action or inaction and from any breach of this agreement.
You must vacate your accommodation and return any Golf Buggies by the time stated on your confirmation on your day of departure. Please return your keys to Guest Services. You are welcome to continue to enjoy the facilities on the Reserve throughout your day of departure, but you must leave when the park closes to the public.
We cannot guarantee the security of any vehicle left or abandoned in our outer car park after your departure time. If a vehicle is abandoned without having been notified and approved by us, after a period of 31 days, we reserve the right to have the vehicle removed by a recovery agent and disposed of after 3 months. Any costs for so doing will be charged to you.
B.37 Changing your booking
You may change your booking with us for any reason provided the change is made 10 weeks or more before your start date. If you change the date of your booking the cancellation terms are based upon the original arrival date. Each change is subject to availability and an amendment charge to cover our administration costs. You may only change your start date once and you must select your new start date within 8 weeks of requesting the change. Otherwise the change will be treated as a cancellation and charges will be applied. (See paragraph B 38).
B.38 When Prevented from Taking your Break
If you are prevented from taking your break, please contact our Reservations Team at the earliest opportunity. We will do our best to assist. You may not, under any circumstances, transfer your booking to anyone without our consent. We will not consent to a transfer where the person or party concerned does not meet our requirements.
You may cancel your break at any time. However, we will always seek to recover our administration and transactional costs when you choose to do so. We calculate these costs by using a fixed cost element, determined by the amount of staff administrative time incurred together with an additional transactional cost to ourselves applied by our suppliers, based upon a percentage of the overall booking charge. We have calculated that these combined costs to amount to 10% of the cost of each individual booking. It should be noted that the money we retain following a cancellation is made payable to support of its animal welfare programme.
|Number of weeks before arrival date that notification is received||Entitlement|
|More than 10 weeks||Refund in full - less 10% cancellation charges.|
|More than 6 but not more than 10 weeks||50% refund.|
|6 weeks or less||No refund.|
We will only accept cancellations made in writing either sent by email to our Short Breaks team at firstname.lastname@example.org. We will use the date of us receiving your written cancellation to calculate the period of notification.
Rather than cancel your booking our Short Breaks Team will be happy to help you find an alternative date if your booking is more than 10 weeks away. Please note that any change of date, or accommodation will be likely to involve a change in price of your break and an amendment charge being payable. The price payable is the greater of i) your original break cost; or ii) the price for your revised break change which applies at the time of your change. No difference will be refunded except where a change of date results in a lower price.
Please note that some separate charges, such as credit/ charge card charges, are non-refundable. Separate arrangements apply to cancellation of activities, details of which will be provided upon your arrival on our website or at the time of booking any activities.
B.40 Cancellation and Changes Authorised by Us
We have the right, at our sole discretion, to refuse to confirm any reservation.
Where we have indicated that we will not accept a booking from you or accept your presence at our Reserve, we reserve the right at our sole discretion to cancel any booking you may have made or refuse to allow you to enter our Reserve or to ask you to leave our premises. If we do so (subject to the provisions of the paragraph below) we will refund any payment made but will not pay any compensation.
We have the right to cancel your booking, or to instruct you or your party to leave the Reserve immediately, without compensation or refund, should you or any of your party not comply with this agreement, particularly terms relating to behaviour and conduct.
If we are aware in advance that:
The Reserve will be closed for a significant period or a period that would affect your stay date, we will:
- Contact you prior to your arrival informing you of the situation and offering alternative arrival dates.
- The deposit paid will automatically convert to a suspended credit account.
- The next step and options will be communicated to you.
Multiple elements of your stay or experiences specific to your individual booking are not available, and as a result, there would be a material impact on your break, we will offer you the following options, subject to availability:
- Change the start date of your break.
- Continue with your break.
- Offer alternative options.
- Refund the effected experience, without any fees. this is only valid for the affected experience not the entirety of the booking / stay.
Please note this excludes access to the restaurants at the Mansion House when they have been hired out for private events. Or any of our restaurants that are unable to offer a seated service in accordance with government advice.
Compensation will not be offered for a reduction in additional experiences or activities that have not been reserved or confirmed by us.
Refunds can only be made to the Credit or Debit card with the identical unique card reference number used to secure the booking.
Refunds are not redeemable against accepted credit accounts or vouchers.
B.42 Reservation credit
In the event the Reserve being closed for any period of time we reserve the right to suspend your reservation, hold the deposit as a credit account and notify you in writing via email. Acceptance of credit will be automatically applied 14 days after notification.
Notification will be sent to the email address taken to confirm the reservation.
You may voluntarily opt to amend your reservation and the value of the deposit paid to credit. This must be done in writing to email@example.com Credit is valid for a 12-month period from confirmations, this may be extended at managers' discretion.
B.43 Important information
1. Accommodation at our Reserve is currently being upgraded as part of a rolling programme. This means that we accept your preference request for a particular location on the basis that it is subject to availability at the time of your stay. Should the chosen accommodation not be available at the time of your stay we will act reasonably in offering you either the nearest available equivalent or an alternative option which may mean a higher or lower price is payable.
3. Images on our website, and in our promotional material, are for illustrative purposes only.
4. We do our best to ensure that published information is correct when it goes to press. Please refer to our website (www.aspinallfoundation.org/Port Lympne) for the most up to date information.
5. This agreement and any dispute between us will be governed by and construed in accordance with the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the Courts of England and Wales over any matter arising out of our agreement or your visit. You may choose to submit to the law and jurisdiction of Scotland or Northern Ireland if you are resident there. We must both act reasonably in selecting or agreeing any jurisdiction including any forum for dispute resolution.
6. Your stay will not give rise to any tenancy agreement between us.
7. Should any part of our agreement be deemed by law to be void, the remainder of this agreement will, if capable, continue in full force and effect. The headings in this agreement are included for convenience only and shall not affect its interpretation or construction.
8. In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your break with us is limited to the cost of your booking less any, cancellation, amendment or separate charges. We will not be responsible for any matters that result from any unforeseeable events that are beyond our control.
Can we help?
Any assistance you require, or concerns should be brought to our attention immediately to a member of staff or to Guest Services. We aim to give prompt assistance to you if you are in difficulty and aim to respond promptly to any concerns you raise so that you can continue to enjoy your break. Please note that we are not responsible for any matter of which you were aware and which you did not bring to our attention during your break.
Any reported matter which has not been resolved during your break should be advised in writing to the Head of Guest Services, Port Lympne Hotel & Reserve, Lympne, Nr Hythe Kent CT21 4PD within 28 days of the end of your break. In such cases, we will only correspond with the person named on the booking. We will not enter into further correspondence on any matter resolved during your break and accepted as such by you. If you have any questions, we will be glad to assist you. Please telephone our Guest Services Team on 01303 234113
We have endeavoured to ensure we can consistently deliver an inclusive environment for our guests where possible. Throughout the development of the Reserve we have sought to listen to the needs of our customers.Download Access Statement
With your visit and stay you contribute to our greatest mission, getting the animals 'Back to the Wild'. This initiative has already seen an impressive number of animals born at Howletts and Port Lympne returned to their natural habitats. Your help is vital for our worldwide conservation projects.