If you are thinking of booking with us we strongly recommend you read our full COVID-19 response.
If you still have questions we’ll do our best to help you out and be clear with you at all stages to help you understand what’s going on.
1. Cancellations made by you
If you or any other member of your party decides to cancel a confirmed booking, made directly with us, you must notify us in writing – by email is fine. Your notice of cancellation will take effect when it is received in writing by us, effective from the date on which we receive it.
2. Cancelling due to COVID Lockdown by Government – not your or our fault
If the Government stop you travelling, with another lockdown for example, we will refund in full, less our non-refundable service charge. We may offer to move your dates but we might not be able to.
The reason that we will take the service charge is because at this point of the arrangement, our work is done. We are an advertising, marketing and sales company and our job is to find the right guest, make sure they are in the right house, at the right price. Our work is then essentially done at this point. We were not covered by this rule in the recent lockdown and spoke with all our guests to agree a voluntary fee that was fair. 95% of people agreed that this was fair, so we have decided to extend this in our terms going forward.
If we can move your dates and you and ourselves find a mutually suitable place/time/price etc we will of course, refund any difference, or you may need to pay more. A second change to dates/house etc will cost £55 so please consider carefully before you amend. Thanks
3. Our normal cancellation charges
|Up to 45 days before arrival||We will give you a full refund, immediately, less our non-refundable booking fees/service charge.|
|44 days or less before arrival||If you cancel after your balance is due, you forfeit all monies paid to us. If we are able to re-let your dates, we will refund you all or part of the sum you have paid, depending on the value of the replacement booking, if there is one, then we would deduct your non refundable booking fees/service charges and any additional costs incurred by us to relet the property. You will be reimbursed at check-out date of the original booking.
Please also remember, the stay is fully transferable to your friends, so long as the new group fit the guest profile for the house.
4. Cancelling a booking made through a 3rd party
If you have booked and paid through a 3rd party agent (Airbnb, HomeAway, Tripadvisor, i-escape) please refer to their own cancellation terms. You may be able to negotiate with them. They will then contact us and check the arrangements. We will then arrange to cancel, move, transfer etc your booking.
Contact details are:
Airbnb +44 203 318 1111
Tripadvisor + 44 203 752 4652
HomeAway +44 20 3514 0016
i-escape +117 946 7072
5. Cancellations made by the property owner/supplier
In the unlikely event of our property owner or supplier needs to make a significant change to your confirmed arrangements or to cancel them we will inform you as soon as reasonably possible.
We will also liaise between you and the property owner or supplier in relation to any alternative arrangements offered by them. We are not obliged to find you alternative accommodation if the Owner/Suppler fails to do that for you but we will try our best. We will have no further liability to you if alternative accommodation cannot be found.
Note that all booking fees/service charge paid to New Forest Escapes Limited are non-refundable.
6. Changes or amendments to your booking
Sometimes, and always more than a 45 days before you stay, an owner will accept a request to move the booking to another date instead of cancelling. Bookings are also sometimes transferable to another group. Changes to bookings or transfers to another date or group will incur an administration fee of £55.
If you are in any way concerned about cancelling, please call us on 01590 462005. We’ll try to help wherever possible!
Longer stays (over 20 days) and changes, amendments and cancellations to your booking
We will not accept longer stays through any 3rd party. They must be booked through us direct.
For longer stays, we ask for 50% payment on booking and the full balance paid no later than two months before your stay starts. Breakages deposits are due as normal. They may be increased at our discretion.
We may insist on cleaning services paid as extra. This may also be the same for utilities depending on the time of year and/or length of stay.
All of the above points 1-6 apply to longer stays as normal, with the exception of the payment schedule required above.