Booking Information

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Welcome!

We are always here to support you.

As a small team we’ve delivered hundreds of holidays, and we’re confident (and often told) that our rules are fair, that we’re helpful, and that we go beyond to try and support guests and owners! We might be working from home at times but we’re always here for you, even if you have to leave a message, we’ll get right back to you.

And do check up on us through our Facebook, or Instagram, to see what we’re talking about in the office and what’s on.

Stay safe and well.

Rachel, Jane and the team

sad bob dog

There's no need to feel sad!

Keeping in touch….

You can reach us on the phone at 01590 462005 or at the [email protected] email address which is monitored every day from early until late, including weekends.

Up to date information and advice regarding COVID19 can be found on the GOV.UK and NHS websites.

Being well informed at the current time is so important. It will give you peace of mind. Below are our most asked questions, if you have more, do just ask us.

Cancelling because of a Government lockdown rule

If you cannot travel due to a lockdown where you live in the UK (doesn’t apply to overseas guests) or if the New Forest is in lockdown where your rental property is located then the following rules apply:

1. If you have paid in full, we will keep the non-refundable booking fee/service charge which covers our credit card charges and admin costs (we are charged when you pay and when we refund) and refund you the rest.

2. Or we will try to move your dates (though this is not always possible) and we can’t promise it. If your new dates cost more then you’ll have to pay more, if it’s less, we’ll refund you the difference.

3.  If you have paid your deposit and want to cancel (this has to be a 45 days before your stay), you will only forfeit your non refundable booking fee/service charge and we will refund the remaining deposit you paid.

If you are travelling from overseas, unfortunately we cannot be liable for any disruption to your travel arrangements and you will be liable to the full cost of your booking within 45 days of your stay as per our standard cancellation policy.

Read our cancellation policy here. 

 

We have fair and flexible booking conditions

It’s ok to change your mind…

We’ve changed the balance payment date to 45 days before you stay. This makes it easier for you to finally commit and plan again if you need to.

This is the last date you can cancel and you will only forfeit your non refundable booking fee/service charge from when you made the booking.

Try and tell us ASAP though, as we’re a small company and we need time to resell places for our lovely owners.

If you cancel after that date, we’ll work with you on options; we can try to resell the house for you and refund you what we get for it or we may be able to move the dates. Please read our full cancellation guide here. 

 

Everything spick-and-span...

We are delivering a stricter cleaning regime…

We take our lead from the Professional Association of Self Caterers in the UK. They have high standards!

All properties will be super clean on your arrival, in accordance with our comprehensive Cleaning Guide.

This has affected our checkin times. Now it’s 4pm standard. If we can get you in early, we’ll call you. In off peak and low season this will happen more often.

Here's our most often asked questions regarding COVID-19, if you have more, do just ask us.

COVID-19 FAQs

If I book now, what is my situation for cancelling?

If you cannot travel due to a lockdown where you live in the UK (doesn’t apply to overseas guests) or if the New Forest is in lockdown where your rental property is located then the following rules apply:

1. If you have paid in full, we will keep the non-refundable booking fee/service charge which covers our credit card charges and admin costs (we are charged when you pay and when we refund) and refund you the rest.

2. Or we will try to move your dates (though this is not always possible) and we can’t promise it. If your new dates cost more then you’ll have to pay more, if it’s less, we’ll refund you the difference.

3.  If you have paid your deposit and want to cancel (this has to be a 45 days before your stay), you will only forfeit your non refundable booking fee/service charge and we will refund the remaining deposit you paid.

Read our cancellation policy.

Read our full terms and conditions.

How will our check in and checkout be affected?

We are now working to the new guidelines from the Professional Association of Self Caterers (PASC). The new set of guidelines are comprehensive and the cleaning requirement is huge.

Normal changeovers are already hard work, but now the disinfection requirement is adding a great deal of time to the cleans. We have decided to delay all checkins to 4pm to allow enough time for this.

In order to deliver the holiday and to comply to regulations, we may also have to remove some of the items from houses that are for styling purposes, or that are not suitable for guests with the enhanced cleaning required. For example, first aid kits, shared food basics etc.

We also have a guest departure checklist which we would ask you to follow to helps make sure the property teams’ are protected against the virus as much as possible.

Your safety and that of our property teams is of the highest priority to us. We will be contacting you by email shortly, to help you prepare for what to expect.

How are we currently cleaning properties between stays?

We are following best practice advice given by PASC. www.pascuk.co.uk

We already clean all the areas they suggest but will also extend our cleaning practice to include “an increased focus on cleaning and disinfecting ‘community’ areas (interior and exterior); light switches, TV controls, WIFI router, doorknobs, light switches, handles”, and the house keys and key box, for example.

It is important that you understand we will do our absolute best to ensure the cleanliness of all our properties, however we cannot guarantee it will be perfect. It is your choice to travel and take a holiday and we cannot be held responsible, in any way, if you contract COVID19, or other illnesses on holiday.

For more information on cleaning, please read our comprehensive Cleaning Guide.

What's on and what's happening in the local area?

The local community is slowly opening up again, following Government advice of course. There are some good local websites that will shortcut you to what’s happening. 

For Lymington – use – https://www.lymington.com/

For Milford on Sea – use – http://www.milfordonseanews.org/

For an overview on the area and Brockenhurst – use – https://www.thenewforest.co.uk/

Where are the nearest hospitals?

Southampton Hospital is excellent. https://www.uhs.nhs.uk/home.aspx

Bournemouth Hospital is also very good. www.rbch.nhs.uk

Lymington has a community hospital with a minor injuries A&E. https://www.southernhealth.nhs.uk/locations/lymington-new-forest-hospital/

What about the local community?

At New Forest Escapes, our highest priority will always be for the safety of our guests, our team and the local community, which is why when the government called for the closure of holiday rental properties, we did so immediately.

Unlike other holiday companies, we also offered our guests a refund of their holiday so that we could support them in their time of need.

During the summer lockdown we worked hard to implement many changes to our cleaning regime, in line with guidelines from the PASC (Professional Association of Self Caterers) we are ensuring that our communication to guests, our team and owners are clear on what we are doing that is best practice in our sector.

We are asking that all guests are following the law and only travelling if they are healthy and in appropriate group sizes for the current law.

By implementing all these new protocols we are doing our part to minimise the spread of this disease as best we can by following government advice. Read our cleaning guide.

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