What information do we collect?
We collect data from you when you register on our website or make a booking or purchase from us (whether as a visitor to the website or by using a personally created account).
You may, however, visit our website anonymously at any time.
What do we use your information for?
We may use your information in the following ways:
To personalise your experience by enabling us to respond to your specific requirements
To improve our service to you by evaluating feedback and information received from you
To improve our customer service and technical support
To process payments (your information, whether public or private, will not be shared, sold, exchanged or provided to any third-party company for any reason whatsoever without your consent, except for the purpose of supplying the goods or services you have asked us to provide)
To send occasional emails, including email marketing – you can unsubscribe from our marketing communications using the link at the bottom of the email
To administer an offer or event, or for the purposes of maintaining our customer database
How do we protect and safeguard your personal information?
We have a variety of security measures in place to protect your personal information.
Card payments are encrypted by our secure third-party payment provider. We do not store any payment information.
Your Consent
By using our website, you agree to our Privacy Policy and our Terms and Conditions.
Changes to our Privacy Policy
If we decide to change or update our Privacy Policy, we will make those changes on this page.
Please contact us with any questions regarding our Privacy Policy.
The privacy of internet users is of the utmost importance to us and our customers. Our success depends on our ability to maintain the trust of our customers. To that end, we operate two main policies:
Message Recipient Policy
Before customers receive messages, advertisements and promotional material by email, they must have agreed to receive such communications, either by purchasing from us or by opting into one of our mailing lists. Any recipient may request to be removed from our list at any time, and we will comply with the request. We will also thoroughly investigate any allegations from recipients regarding unsolicited messages.
Policy Against the Use of Unsolicited Email to Advertise Our Website
We require that emails promoting our business or its products are only sent to customers who have agreed to receive such emails. We prohibit the advertising of our brand and website using unsolicited email messages. If you feel that you have received unsolicited emails promoting our brand or website and would like to make a complaint, please email us using our contact page. We will investigate any allegations regarding unsolicited messages.
Your email address is safe with us.
We will not sell or share your email address with other companies.
You may unsubscribe at any time.
We require that every email we send includes an easy way for subscribers to remove themselves from our list by using an unsubscribe link.
If you receive a newsletter or email and decide that you no longer wish to receive it, simply click the unsubscribe link at the bottom of the email.
If you feel that you have received an unsolicited email and would like to make a complaint, please email us using our contact page.
Defining Spam
Spam is unsolicited email sent in bulk. Any promotion, information or request sent to someone by email without their prior consent, where there is no existing relationship between the sender and recipient, is considered spam.
We provide online services that are easy to use, useful and reliable. This may involve placing small amounts of information on your computer, mobile phone or other devices. These include small files known as cookies. A link to general information about managing cookies can be found at the bottom of this page. Cookies cannot be used to identify you personally.
Annual Membership and Gold Membership Cards
These terms and conditions, together with Portmeirion Ltd’s Privacy Policy, govern the annual membership scheme in its entirety, and any application for membership or participation in the scheme will be treated as acceptance of these terms and conditions. Additional terms and conditions may apply to optional elements of the scheme, such as competitions and prize draws. Members who participate in optional elements of the scheme will be deemed to have accepted the additional terms and conditions.
Portmeirion Ltd may refuse an application for any reason.
Members must notify Portmeirion Ltd of any changes to their personal or membership details. Portmeirion Ltd cannot be held responsible for the loss of any benefits resulting from a lost card or from outdated or incorrect details.
The annual membership card is non-transferable in any form, must not be copied, and may only be used by the member named and registered on the card.
Portmeirion Ltd may refuse to issue, withdraw or cancel cards, discounts and gift vouchers, in any form, and/or remove a member from the scheme at any time where there is reasonable belief of:
any breach or attempted breach of these terms and conditions
any misuse or attempted misuse of the scheme
any behaviour associated with Portmeirion Ltd involving theft, misconduct, aggressive or abusive behaviour, or the provision of false or misleading information
Your card is valid at Portmeirion Village only.
The cards are issued by and remain the property of Portmeirion Ltd. The company may, at any time, terminate the scheme or change the conditions under which the scheme operates. The card must be returned to Portmeirion Ltd upon request or destroyed when it is no longer valid.
The member is responsible for the card and any security details relating to the account. Portmeirion Ltd cannot be held responsible for any loss resulting from the member’s failure to keep these items secure. Portmeirion cards, offers and gift vouchers may not be transferred, bought, sold or traded in any way.
Each card has an expiry date and cannot be used or re-presented after that date unless otherwise stated within the scheme.
Items offered are subject to availability.
General
The card is issued by Portmeirion Ltd, Minffordd, Gwynedd, LL48 6ER.
These terms and conditions are correct as of February 2023 and are governed by and construed in accordance with the laws of England and Wales. Any dispute shall be determined exclusively by the courts of England or Wales in accordance with the laws of England and Wales.
Portmeirion Ltd reserves the right to amend these terms and conditions at any time, with reasonable notice, for regulatory, business or policy reasons. Members who continue to participate in the scheme after being notified of such a change will be deemed to have accepted the revised terms and conditions.
A person who is not a party to these terms and conditions shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these terms and conditions. This does not affect any right or remedy of a third party that exists or is available independently of that Act.
Due to the time required to print materials, the terms and conditions available in our shops or in hard-copy format may not contain the most recent changes. The latest terms and conditions can be viewed online on the Portmeirion website.
1. The terms, conditions and policies set out below apply to the purchase of tickets on this website. You should ensure that you have read and understood them before committing to a purchase. We reserve the right to change these terms and conditions at any time, with such changes taking effect immediately upon publication on the website. Please check this page from time to time.
2. By purchasing tickets to visit Portmeirion, you agree to comply with these conditions.
3. Purchasing Portmeirion tickets online means that you consent to us sending you occasional emails containing special offers and for promotional purposes. We will not share your details with any third party.
4. Entry to Portmeirion is by ticket only. When purchasing online, you are eligible for a discount that is not available at the ticket office on the day. The discount varies and may change from time to time; please see the website for further information.
5. Children aged 0–13 must be accompanied by an adult.
6. All bookings are final and are valid on any dates specified on the booking. A confirmation email will be sent once payment has been authorised and received by Portmeirion. This email will serve as your receipt and admission ticket on the day. Please bring it with you and present it at the Tollgate upon arrival. You will receive your day tickets together with a Portmeirion leaflet and map from the Tollgate staff.
7. Please note that Portmeirion is closed on Christmas Day and Boxing Day.
8. No refunds will be given if you cancel or fail to attend.
9. For further information, please telephone Portmeirion on 01766 772409.
10. In these Terms of Sale, “we”, “us” and “our” mean Portmeirion. Portmeirion is the trading name of Portmeirion Ltd (REGISTRATION NUMBER 000217358), whose registered office address is: Portmeirion Ltd, Accounts Office, Portmeirion, Minffordd, Penrhyndeudraeth, LL48 6ER.
11. BY PURCHASING ONLINE FROM THIS WEBSITE, YOU AGREE TO COMPLY WITH ALL OF THE TERMS OF SALE SET OUT BELOW, TOGETHER WITH ANY TERMS AND CONDITIONS AND POLICIES SET OUT ELSEWHERE ON THE PORTMEIRION WEBSITE (the “Website”).
12. We accept no liability (to the fullest extent permitted by law) for the accuracy of information on the Website, which may contain technical inaccuracies or typographical errors. Our liability to you in connection with any order shall not exceed the total price charged for the goods concerned and, except where prohibited by law, we shall not be liable to you for any indirect or consequential loss, damage or expenses (including loss of profits, business or goodwill), however arising, as a result of any problem of which you notify us under these Terms of Sale.
However, nothing in these terms and conditions is intended to limit any rights you may have as a consumer under applicable local law or any other statutory rights that cannot be excluded, nor to exclude or limit our liability to you in any way for death or personal injury resulting from our negligence.
13. The preferred method of payment is by credit or debit card. Payments are taken by our third-party provider (Sage Pay Protex); all payments will appear on your statement as Portmeirion.
Definitions
14. “Conditions” means these terms and conditions; “Personal Information” means any personal details you provide through the Website; “User(s)” means the user(s) of the Website, either collectively or individually, depending on the context; “We/Our” means Portmeirion; and “Website” means the Portmeirion website.
15. We reserve the right to:
a. Modify or withdraw the Website (or any part of it), temporarily or permanently, with or without notice, and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the Website; and/or we may change these Conditions from time to time. If you continue to use the Website (or any part of it), you will be deemed to have accepted such changes.
b. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions, you should stop using the Website. We will make reasonable efforts to maintain the Website.
c. The Website may change from time to time. You will not be entitled to any compensation if you are unable to use any part of the Website or as a result of the failure, suspension or withdrawal of the Website or any part of it due to circumstances beyond our control.
16. Your Data
a. We respect your personal information and undertake to comply with applicable UK Data Protection legislation.
b. You should be aware of the following: if the police, or any regulatory or governmental authority investigating suspected illegal activities, asks us to provide your Personal Information and/or information concerning your activities while using the Website, or if we receive a court order requiring us to do so, we will provide such information.
We also reserve the right, using our reasonable discretion, to disclose details of your use of the Website in connection with any court proceedings, or proposed proceedings, relating to your use, or the use by anyone under your control, of the Website, whether in connection with the matters set out in these Conditions or otherwise.
17. Intellectual Property
a. The Website is subject to the copyright of Portmeirion Ltd. All rights reserved.
18. Entire Agreement
a. These Conditions (as amended from time to time) contain the entire agreement between you and us concerning the subject matter covered and supersede any previous agreements, arrangements, undertakings or proposals, whether written or oral, between you and us relating to such matters.
No oral explanation or oral information given by you or us shall alter the interpretation of these Conditions. You confirm that, in agreeing to these Conditions, you have not relied upon any representation except to the extent that such representation has been expressly incorporated into these Conditions, and you agree that you shall have no remedy in respect of any misrepresentation that has not become a term of these Conditions.
However, nothing in this clause shall exclude or limit any liability or remedy in respect of fraudulent misrepresentation, whether or not it has become a term of these Conditions.
19. Law
a. These Conditions are governed exclusively by the laws of England and Wales.
1.1 These Terms and Conditions ("Terms") apply to contracts made with Portmeirion Limited trading as The Hotel Portmeirion and Castell Deudraeth ("Portmeirion", "we", "us" or "our") for accommodation, self-catering accommodation where applicable, dining, events, weddings, functions, room hire and other facilities or services ("Services").
1.2 The person making the booking ("Client" or "you") is responsible for ensuring that all members of their party are aware of and comply with these Terms where applicable.
1.3 By making or confirming a booking, you agree to these Terms.
1.4 Nothing in these Terms affects any statutory rights that you have as a consumer.
2.1 A booking becomes confirmed when Portmeirion issues confirmation and any deposit, pre-payment, payment card details or other security required under the applicable rate or booking conditions has been provided.
2.2 You are responsible for checking your booking confirmation promptly upon receipt. This includes:
arrival and departure dates;
accommodation or Services booked;
number of guests;
rate or package;
inclusions;
payment and cancellation conditions; and
any accessibility, dietary or other special requirements recorded by Portmeirion.
Any error or omission should be brought to our attention as soon as reasonably practicable.
2.3 Unless otherwise agreed, an unconfirmed provisional reservation may be released 24 hours after the initial enquiry without further notice.
2.4 If payment details, a required deposit or other information necessary to confirm the reservation is not supplied within the required period, Portmeirion may release the reservation.
2.5 Where a booking is made through a travel agent, online travel agent or other third party, additional terms imposed by that provider may apply. You remain responsible for ensuring that any accessibility, dietary or other special requirements are communicated directly to Portmeirion.
3.1 Unless different terms are expressly stated at the time of booking, self-catering cottage reservations that are not made on full pre-payment terms require a 20% deposit within seven days of booking.
3.2 The remaining balance is payable eight weeks before arrival.
3.3 Subject to your statutory rights and any cancellation terms expressly stated when booking, the deposit and balance are non-refundable and non-transferable following cancellation by the Client.
3.4 Where different cancellation or payment conditions apply to a promotional, flexible or other rate, those conditions will be brought to your attention before the booking is confirmed.
4.1 The price applicable to your reservation will be the price confirmed by Portmeirion when the booking is made, together with any subsequently agreed additional Services.
4.2 Unless expressly stated otherwise, prices quoted directly by Portmeirion include VAT at the prevailing rate.
4.3 Where you request additional Services or agree to a variation after making the booking, additional charges may apply. These will be communicated to you before the additional Service or variation is confirmed where reasonably practicable.
4.4 Portmeirion may change its published prices for future bookings at any time. A change in our published prices will not alter the agreed price of an existing confirmed booking except where:
(a) you subsequently agree to vary the booking;
(b) a pricing error is obvious and could reasonably have been recognised as an error; or
(c) a change is required by law, including a change to the applicable rate of VAT.
5.1 Payment must be made in accordance with the conditions applicable to the rate or package booked.
5.2 Advance Purchase Rates: Full payment will be taken at the time of booking. Unless otherwise required by law or expressly stated when booking, Advance Purchase payments are non-refundable and non-transferable if the Client subsequently cancels or amends the reservation.
5.3 Guests may be required to provide a valid debit or credit card at check-in.
5.4 Portmeirion may pre-authorise a reasonable amount against that card to cover accommodation charges and anticipated incidental expenditure during the stay.
5.5 A pre-authorisation is not normally an immediate charge. It temporarily reserves part of the available balance or credit limit. The time taken for unused funds to become available again is determined by the card issuer or bank.
5.6 On departure, the final account, including authorised additional Services and charges properly due under these Terms, will be settled using the agreed payment method.
5.7 Where an amount properly due remains unpaid following departure, Portmeirion may charge the payment method supplied for the reservation or stay where we have authority to do so.
5.8 For business accounts or invoices where credit terms have expressly been agreed, Portmeirion reserves the right to charge interest on sums remaining unpaid more than 30 days after the invoice date at 5% above the Bank of England base rate, accruing daily, subject to applicable law.
6.1 Cancellation conditions vary according to the rate, accommodation, package or Service purchased. The applicable cancellation terms will be communicated when the booking is made.
6.2 Flexible Accommodation Reservations: Unless different conditions are stated on your confirmation, cancellation must be received by Portmeirion by 3.00 p.m. 48 hours before the scheduled arrival date.
6.3 Where a flexible reservation is cancelled after the applicable deadline, Portmeirion may charge one night's accommodation at the booked rate.
6.4 Advance Purchase reservations are subject to clause 5.2.
6.5 If you fail to arrive for a reservation without cancelling it ("No-Show"), the cancellation terms applicable to the reservation will apply.
6.6 Any requested amendment is subject to availability and the terms of the rate or package booked. A change of date, accommodation, number of guests or Services may result in a change in price.
6.7 Portmeirion will provide confirmation of cancellations made directly with us. You should retain this confirmation.
7.1 Serviced Accommodation: Check-in is from 3.00 p.m. and check-out is by 11.00 a.m., unless otherwise agreed.
7.2 Self-Catering Accommodation: Check-in is from 3.00 p.m. and check-out is by 10.00 a.m., unless otherwise agreed.
7.3 Early check-in and late check-out are subject to availability and may incur an additional charge.
7.4 Where a guest fails to vacate accommodation by the agreed check-out time without prior agreement, Portmeirion may charge an appropriate late check-out fee or, where the delay prevents the accommodation being prepared or made available for another guest, an additional night's accommodation where reasonable in the circumstances.
7.5 Where reasonably necessary to make accommodation available to an incoming guest following a substantially overdue departure, Portmeirion may carefully remove and securely store belongings left in the accommodation. We will take reasonable care when doing so.
8.1 Portmeirion is a unique historic visitor destination situated within a natural coastal landscape.
8.2 The site includes hills, slopes, steps, uneven or varied surfaces, changes in ground level, historic buildings and structures and varying distances between accommodation, restaurants, reception areas, parking and other facilities.
8.3 The location, layout, access and physical characteristics of individual bedrooms, suites, cottages and other facilities vary considerably.
8.4 Clients should consider the individual needs of all members of their party when selecting accommodation and should contact Portmeirion before booking where information about the location, access or suitability of particular accommodation or facilities is important to their decision.
8.5 Information concerning accessibility and the physical characteristics of accommodation or facilities will be provided on request to assist Clients in making an informed booking decision.
9.1 Clients must inform Portmeirion, at the time of booking or as soon as reasonably practicable thereafter, of any particular mobility, accessibility or other special requirement which may reasonably affect the suitability or provision of their accommodation or Services.
9.2 Portmeirion does not require a guest to disclose a medical diagnosis. We may, however, ask for sufficient information about the guest's practical requirements to understand what assistance or arrangements may reasonably be required.
9.3 Where we have been informed of a requirement, we will use reasonable endeavours to provide accurate information concerning the suitability of the accommodation or facilities and will consider any reasonable adjustments that may be required.
9.4 Where particular accommodation is unsuitable, we will, where reasonably practicable and subject to availability, discuss suitable alternatives with the Client.
9.5 Where a requirement changes after a reservation has been made, the Client should inform Portmeirion as soon as reasonably practicable.
9.6 Portmeirion will use reasonable endeavours to assist with requirements first notified on or after arrival. However, because of the physical characteristics of the site and the availability and location of accommodation, it may not always be possible to provide alternative accommodation or every requested arrangement at short notice.
9.7 Portmeirion will not be responsible for a problem arising solely because relevant information about a particular requirement was not provided to us, or was materially inaccurate, where we could not reasonably have known of that requirement and could not reasonably have prevented the problem. Nothing in this clause limits Portmeirion's obligations under applicable equality legislation or any duty to make reasonable adjustments.
10.1 Portmeirion may occasionally need to change the particular bedroom, suite, cottage or accommodation allocated to a Client.
10.2 Where reasonably necessary, we may provide accommodation of an equivalent or higher category without additional charge.
10.3 If we provide accommodation of a lower category, the Client will be charged the lower applicable rate and any appropriate difference already paid will be refunded.
10.4 Where Portmeirion has confirmed that a particular accommodation characteristic is required as a reasonable adjustment or because of a notified accessibility requirement, we will take that requirement into account before changing the accommodation allocation and will discuss suitable alternatives where reasonably practicable.
11.1 The Client is responsible for the conduct of members of their party and must take reasonable steps to ensure that their party complies with these Terms.
11.2 Guests must not cause unreasonable noise, nuisance, harassment, damage or disturbance to other guests, visitors, staff or neighbouring properties.
11.3 Guests must comply with reasonable instructions given by Portmeirion staff concerning safety, security, operation of the site and the proper use of facilities.
11.4 Portmeirion is committed to treating guests and staff with dignity and respect. We will not tolerate threatening, abusive, discriminatory, aggressive, intimidating or seriously disruptive behaviour.
11.5 Where conduct is sufficiently serious, or continues after a reasonable request to stop, Portmeirion may require the person concerned to leave the premises and may terminate the affected Services. Any decision will take account of the circumstances and our legal obligations.
11.6 Guests remain responsible for charges incurred by them unless Portmeirion has expressly agreed that another person or organisation will be responsible for payment.
12.1 Parents, guardians and accompanying responsible adults are responsible for the appropriate supervision of children in their care while at Portmeirion.
12.2 Particular care should be taken around roads, water, coastal areas, steps, changes in level, gardens, woodland, swimming facilities and other features associated with Portmeirion's natural and historic environment.
12.3 Nothing in this clause removes or limits Portmeirion's own legal responsibilities for the safety of guests and visitors.
13.1 Use of the swimming pool is subject to the rules displayed at the pool and any reasonable safety instructions issued by Portmeirion.
13.2 Children must be appropriately supervised by a responsible adult.
13.3 Alcoholic beverages are not permitted in the pool area.
13.4 Access is not permitted when the pool is closed, including after dark where applicable.
13.5 Access may be controlled by a combination-locked gate, with access details provided to eligible resident guests.
13.6 Guests must take reasonable care when using the pool and surrounding area.
14.1 Smoking and vaping are prohibited in all accommodation and other areas designated as non-smoking.
14.2 Where there is reasonable evidence that this policy has been breached within accommodation, Portmeirion may charge the reasonable additional cleaning, deodorising or remediation costs actually incurred as a result of the breach.
14.3 Where practicable, Portmeirion will provide details of the charge on request.
15.1 Clients are responsible for damage to Portmeirion property caused deliberately, negligently or recklessly by themselves or members of their party.
15.2 Portmeirion may charge the reasonable cost of repairing such damage or replacing property which has been damaged beyond economic repair or removed without permission.
15.3 Where damage or removal is discovered after departure, Portmeirion may charge the authorised payment method where permitted, and will provide reasonable information concerning the charge on request.
15.4 Self-Catering Accommodation: Guests must take reasonable care of the accommodation, furniture, utensils, equipment, fixtures and fittings and leave the property in a reasonably clean and tidy condition.
15.5 Where additional cleaning substantially beyond normal changeover cleaning is reasonably required because of the condition in which accommodation has been left, Portmeirion may charge the reasonable additional cost incurred.
15.6 Items clearly offered for sale in accommodation and taken by the Client will be charged at the displayed price if they have not otherwise been paid for.
16.1 Complimentary parking is provided in designated areas subject to availability.
16.2 Clients are responsible for ensuring vehicles are appropriately parked and secured and for removing valuables where appropriate.
16.3 Portmeirion will not be responsible for loss of or damage to vehicles or property left within vehicles unless that loss or damage results from Portmeirion's negligence or other breach of legal duty.
16.4 A vehicle must not be abandoned or left on Portmeirion property without permission. Where reasonably necessary and lawful, Portmeirion may arrange for an unauthorised or abandoned vehicle to be removed and may seek to recover reasonable costs from the vehicle owner.
17.1 Portmeirion's liability for property brought to hotel accommodation is subject to applicable law, including the Hotel Proprietors Act 1956 where that Act applies.
17.2 Guests should contact Reception if they wish to enquire about arrangements for safe custody of valuable property.
17.3 Property found after departure will normally be retained for three months. After that period, unclaimed items may be donated, recycled or otherwise responsibly disposed of.
17.4 Portmeirion may charge reasonable postage, courier or packaging costs for returning lost property.
18.1 Pets are not permitted in hotel accommodation except where Portmeirion expressly offers pet-friendly accommodation or otherwise agrees in advance.
18.2 Assistance dogs are welcomed in accordance with applicable law.
18.3 Guests travelling with an assistance dog are encouraged to notify us in advance where doing so would enable us to make appropriate arrangements, but the absence of advance notification does not of itself prevent an assistance dog from being accommodated.
19.1 We recognise the seriousness of food allergies and dietary requirements.
19.2 Clients should inform Portmeirion of food allergies and significant dietary requirements when making a dining, accommodation, wedding, event or other reservation involving food and should remind the relevant member of staff before ordering or consuming food.
19.3 Portmeirion handles allergenic ingredients in its kitchens and cannot represent that its kitchens are completely allergen-free.
19.4 Where we are informed of an allergy, our staff will provide available allergen information and take reasonable precautions in accordance with our food-safety procedures.
19.5 In some circumstances we may be unable to safely accommodate a particular dietary or allergy requirement. If we determine that we cannot reasonably provide the requested food Service, we will explain this to the Client and, where practicable, discuss alternatives.
19.6 Clients must provide accurate information concerning allergies or dietary requirements. Nothing in this clause excludes or restricts any responsibility Portmeirion has under applicable food-safety, consumer-protection or other law.
20.1 Wedding and event reservations may be subject to additional written booking conditions specific to the event.
20.2 Unless different written terms have been agreed, wedding reservations require a non-refundable £1,000 deposit to confirm the booking.
20.3 Unless otherwise agreed in writing:
(a) 50% of the pre-booked package price is payable 90 days before the event; and
(b) the full outstanding pre-booked package price is payable 30 days before the event.
20.4 The pre-booked package price will be based on the package selected, confirmed guest numbers, accommodation reserved and other Services agreed.
20.5 Wedding Cancellation Charges: Unless different cancellation conditions have been expressly agreed in writing:
more than six months before the event: deposit retained;
between six and five months: deposit plus 30% of the remaining pre-booked package price;
between five and three months: deposit plus 50% of the remaining pre-booked package price;
between three months and 61 days: deposit plus 75% of the remaining pre-booked package price;
60 days or fewer before the event: deposit plus 100% of the remaining pre-booked package price.
20.6 These charges reflect the advance planning, reserved capacity and likely difficulty of replacing a wedding or event booking at shorter notice. Where required by applicable law, Portmeirion will take account of costs saved and any amounts reasonably recovered by reselling cancelled Services when determining the amount ultimately due.
20.7 If a required staged payment is not made when due, Portmeirion may, after giving the Client reasonable notice and an opportunity to remedy the non-payment where appropriate, treat the booking as cancelled and apply the relevant cancellation terms.
21.1 Portmeirion hosts weddings, functions, concerts and other events throughout the year.
21.2 Music and other event noise may occasionally be audible from accommodation, including from the Town Hall and outdoor areas.
21.3 Where the possibility of event noise is particularly important to your stay, please contact us before booking so that we can provide information available to us concerning scheduled events and the location of accommodation.
22.1 Portmeirion may make reasonable changes to Services where necessary because of operational, safety, maintenance, legal or regulatory requirements.
22.2 We will not make a material change to a confirmed booking without good reason.
22.3 Where a material change significantly affects the principal Service booked, we will notify the Client as soon as reasonably practicable and, depending upon the circumstances, offer an appropriate alternative, price adjustment or cancellation and refund.
23.1 Portmeirion may cancel or terminate a booking where:
(a) the Client materially breaches these Terms;
(b) payment properly due remains unpaid after reasonable notice where appropriate;
(c) Portmeirion reasonably considers that proceeding with the booking would create a material health, safety, security or legal risk;
(d) the accommodation or facility becomes unavailable because of significant damage, essential maintenance or circumstances outside our reasonable control;
(e) an obvious technical or pricing error has resulted in a booking which could not reasonably have been understood to represent the intended Service or price; or
(f) Portmeirion is legally prevented from providing the booked Service.
23.2 We will not cancel a booking arbitrarily.
23.3 Where Portmeirion cancels for reasons which are not attributable to the Client, amounts paid for Services that we are unable to provide will be refunded, subject to any alternative arrangement accepted by the Client.
23.4 Nothing in this section affects any additional remedy or right available to the Client under applicable law.
24.1 Portmeirion will not be responsible for a failure or delay in providing Services where that failure or delay is caused by circumstances outside our reasonable control.
24.2 Such circumstances may include severe weather, flooding, fire, explosion, significant utility failure, epidemic or outbreak of disease, government action, emergency evacuation, industrial action affecting essential Services or other comparable events outside our reasonable control.
24.3 Where such an event prevents us from providing accommodation or another principal Service, we will contact affected Clients as soon as reasonably practicable.
24.4 Depending upon the circumstances, we may offer an alternative date, alternative Service or refund for Services that cannot be provided.
24.5 Nothing in this section affects the Client's statutory rights.
25.1 Portmeirion will provide its Services with reasonable care and skill and in accordance with applicable law.
25.2 We are responsible for loss or damage suffered by a Client where it is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
25.3 We are not responsible for loss or damage which:
(a) was not reasonably foreseeable when the Contract was made;
(b) results from inaccurate or incomplete information provided by the Client where Portmeirion could not reasonably have known the correct information;
(c) results from the Client's own act or omission; or
(d) arises from circumstances outside our reasonable control, subject to clause 24.
25.4 Portmeirion does not exclude or limit liability where it would be unlawful to do so. In particular, nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability which cannot lawfully be excluded or restricted.
25.5 Nothing in these Terms excludes or restricts a consumer's statutory rights, including rights relating to Services being provided with reasonable care and skill.
26.1 Where the Client is contracting wholly or mainly for purposes relating to a trade, business, craft or profession, additional commercial terms may be agreed in writing.
26.2 Nothing in these Terms intended specifically to protect consumers shall be interpreted as granting a business Client greater rights than are required by applicable law.
27.1 The Client must provide information reasonably required by Portmeirion to provide the booked Services.
27.2 Information supplied should be complete and accurate to the best of the Client's knowledge.
27.3 The Client should promptly notify Portmeirion if relevant information changes before arrival or before the Service is provided.
28.1 Portmeirion will process personal information in accordance with its Privacy Policy and applicable data-protection legislation.
28.2 Where the Client provides personal information concerning another member of their party, the Client should ensure that they are entitled to provide that information to Portmeirion.
28.3 Health, accessibility, dietary or other information provided for the purpose of making appropriate arrangements will be handled in accordance with applicable data-protection requirements.
29.1 If you experience a problem during your stay or while receiving a Service, please bring it to the attention of a member of staff as soon as reasonably practicable so that we have an opportunity to investigate and, where possible, resolve the matter.
29.2 If the matter is not resolved during the visit, a complaint may be submitted to Portmeirion up to 2 days following departure, as per our complaints policy, a copy of which can be requested from Reception.
29.3 Raising an issue promptly may assist us in investigating and resolving it, but nothing in this clause removes or restricts any statutory right or legal remedy available to the Client.
30.1 Entire Agreement: The booking confirmation, these Terms and any additional written terms expressly applicable to the booking constitute the agreement between Portmeirion and the Client.
30.2 If there is an inconsistency between these general Terms and specific written terms expressly provided for a particular rate, package, event or Service, the specific terms will apply to that matter.
30.3 If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue in effect.
30.4 A delay or failure by Portmeirion to enforce a provision on one occasion does not prevent us from enforcing that provision subsequently.
30.5 No person other than the Client, Portmeirion and, where applicable, members of the Client's party for whose benefit a Service is provided shall have any right to enforce these Terms except where the law provides otherwise.
31.1 These Terms and any Contract between Portmeirion and the Client are governed by the laws of England and Wales.
31.2 A consumer may bring proceedings in any court which has jurisdiction under applicable law. Nothing in these Terms restricts any right a consumer has regarding where proceedings may lawfully be brought.
Questions about a reservation, accessibility, special requirements, dietary requirements or these Terms should be directed to Portmeirion using the contact details published on our official website or contained in the Client's booking confirmation.
Last updated: September 2026
Mae pob archeb priodas ar delerau talu ymlaen llaw. Ni ellir cadw archebion dros dro, heb eu cadarnhau am fwy nag 14 diwrnod. Mae angen cadarnhad ysgrifenedig a blaendal o £1000 nas ad-delir er mwyn cadarnhau pob archeb. Mae’r archeb yn ddibynnol ar i 50% o gost y cynllun a archebwyd gael ei dalu 90 diwrnod ymlaen llaw a bod y taliad llawn o’r cynllun a archebwyd wedi ei wneud 30 diwrnod cyn yr achlysur.
All wedding bookings are subject to advance payment terms. Provisional, unconfirmed bookings cannot be held for more than 14 days. Written confirmation and a non-refundable deposit of £1,000 are required to confirm all bookings.
The booking is conditional upon 50% of the cost of the booked package being paid 90 days in advance, with full payment of the booked package required 30 days before the event.
Portmeirion reserves the right to cancel a wedding booking if 50% of the cost of the booked package has not been paid 90 days in advance, or if 100% of the cost of the booked package has not been paid 30 days in advance.
Wedding booking cancellation charges are as follows:
Cancellation more than 6 months in advance – 100% of the deposit will be forfeited.
Cancellation 6–5 months in advance – 30% of the package cost is payable.
Cancellation 5–3 months in advance – 50% of the package cost is payable.
Cancellation 3–2 months in advance – 75% of the package cost is payable.
Cancellation 60 days or less in advance – 100% of the package cost is payable.
The package cost is based on the package selected, the number of guests and the accommodation reserved.
All quotations include VAT.
The purchase and use of Portmeirion Gift Vouchers are subject to the following terms and conditions:
Validity: Each Gift Voucher will show its date of issue and will be valid for 12 months from that date. The voucher must be used before its expiry date. Any unused balance remaining after the expiry date will no longer be valid, subject to any rights that cannot lawfully be excluded.
Non-refundable: Gift Vouchers are non-refundable and cannot be exchanged for cash or exchanged for Gift Vouchers of another denomination, except where required by law.
Purchases exceeding the voucher value: Where the total value of a purchase exceeds the value of the Gift Voucher(s) presented, the remaining balance must be paid using an accepted method of payment.
Lost, stolen or damaged vouchers: Gift Vouchers should be treated as cash. Portmeirion cannot accept responsibility for Gift Vouchers that are lost, stolen or damaged and is not obliged to issue replacements, except where required by law.
Where vouchers may be used: Gift Vouchers cannot be used for mail-order or online purchases. They must be presented and redeemed in person at a participating Portmeirion location.
Using multiple vouchers: More than one Gift Voucher may be used towards a single transaction, up to the total value of the goods or services being purchased.
Participating locations: Gift Vouchers in denominations of £100, £50, £25, £20, £10 and £5 may be redeemed at Hotel Portmeirion & Spa, Castell Deudraeth and participating Portmeirion Shops.
Change: Where applicable, change may be given up to a maximum of 10% of the face value of the Gift Voucher being redeemed. No change exceeding this amount will be given.
Disputes: In the event of a dispute concerning the use or validity of a Gift Voucher, Portmeirion Ltd and/or Portmeirion Shops Ltd will consider the matter reasonably and in accordance with these terms and applicable law.
Changes to these terms: Portmeirion Ltd and Portmeirion Shops Ltd reserve the right to amend these terms and conditions from time to time. Any changes will not affect a customer’s statutory rights and, where appropriate, reasonable notice of any material change will be provided.
Statutory rights: Nothing in these terms and conditions is intended to exclude, restrict or otherwise affect any rights that a consumer has under applicable law.
