Last updated: January 2024

Our Commitment

Premium Hotel Resort UK is firmly committed to ensuring that all leisure activities in our Members' Lounge are enjoyed responsibly and within each guest's personal means. We recognise that for a very small number of people, participation in social leisure activities of this nature can become difficult to manage. We take this duty of care extremely seriously.

Our entire approach to entertainment is designed with guest welfare at its centre — from our strict age verification procedures to our staff training programmes and the support resources we make available to all guests.

Age Verification — Strictly 18+

Access to our entertainment lounge is strictly restricted to persons aged 18 years and over. Valid photo identification is required on all visits, regardless of how frequently a guest has previously visited. Accepted identification includes:

• UK or international passport
• UK Driving Licence (full or provisional)
• PASS-accredited proof of age card
• National identity card (EEA countries)

Any guest who cannot produce satisfactory identification will be politely declined entry. This policy is non-negotiable and applies equally to all guests.

Know Your Limits — Guidelines for Sensible Participation

We encourage all guests to consider the following before and during their time in the Members' Lounge:

• Set a personal session budget before entering and commit to it — leisure should enhance your evening, never place strain on your finances.
• Treat all lounge activities as leisure and social entertainment, not as a means of financial return. All activity outcomes involve an element of chance.
• Take regular breaks and pace yourself throughout the evening.
• Please do not participate to excess under the influence of alcohol. Our staff are trained to address such situations with care and sensitivity.
• Never use borrowed funds to participate in any lounge activities.
• If you feel your participation is becoming difficult to manage, please speak immediately to a member of our team who will assist you discreetly.

Personal Spend Limits

Guests may request a voluntary personal spend limit, which our team will apply to their account for the duration of their visit. This is a confidential service available to all guests and can be arranged discreetly at the lounge reception.

Self-Exclusion Programme

Any guest may voluntarily request to be excluded from our entertainment lounge for a specified period (minimum 6 months) or indefinitely. Self-exclusion requests are handled with the utmost discretion and are immediately actioned. To request self-exclusion, please contact our team in person or by email at supp@premiumhotelresortuk.com.

Staff Training

All staff in our Members' Lounge hold relevant wellbeing and guest welfare certifications and receive ongoing training in identifying and sensitively approaching guests who may benefit from support. Our team are always on hand to help and will always treat such conversations with complete discretion and without judgement.

Support Organisations

If you, or someone close to you, feels that participation in any leisure activity has become difficult to manage, the following organisations offer free and completely confidential support:

Support is available 24 hours a day, 7 days a week from these organisations. All calls and online sessions are free and completely confidential.

Contact Our Welfare Team

If you wish to discuss any aspect of our responsible entertainment policy, speak to our dedicated welfare coordinator or request self-exclusion, please contact us:

📧 supp@premiumhotelresortuk.com
📞 +44 (0)1451 820 900 (ask for the Welfare Team)
📍 In person at the Entertainment Lounge reception

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