New Forest Escapes operates as a holiday letting agent, meaning we have two sets of T&C’s that you need to read, the first is from us as an Agency, and another from the Supplier/Owner of the house. Both can be found below.
New Forest Escapes operates as a holiday letting agent, meaning we have two sets of T&C’s that you need to read, the first is from us as an Agency, and another from the Supplier/Owner of the house. Both can be found below.
Except where otherwise specified, we, New Forest Escapes Limited of 23 New Road, Lymington, SO41 9BH (“we”, “us”, “our”) act only as an agent in respect of all bookings we take and/or make on your behalf.
We accept no liability in relation to any contract you enter into or for any accommodation or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements.
For all arrangements, your contract will be with the Supplier/Owner of the arrangements in question (“Supplier/Owner”). When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Owner of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Owner you contract with and you are advised to read both carefully prior to booking. The Supplier/Owner’s terms and conditions may limit and/or exclude the Supplier/Owner’s liability to you. Copies of applicable conditions are available on request from us.
Please Note: You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking.
All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.
By making a booking with us, you agree that you:
You may make a booking request by using the online booking form on our website.
In order to confirm your chosen arrangements, you must pay a deposit as required by the Supplier/Owner (which will usually be 50% of the cost of your chosen arrangements, and will be confirmed to you at the time of booking) of the arrangements in question (or full payment if booking within 8 weeks of departure). You must also pay all applicable booking fees.
Bookings can be accepted in writing, via our online official booking form or by telephone with our staff. When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not amount to a booking confirmation and nor does it form a contract between us or between you and the Supplier/Owner.
Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.
Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier and forwarded on to the supplier in accordance with our agreement with the supplier.
Payment for any booked arrangements must be made by credit or debit card payment.
You also acknowledge that you are at all times responsible for the security of your communications, either with ourselves or the Supplier/Owner. You should take care to ensure that you take necessary precautions to protect yourself against fraudulent communications.
New Forest Escapes operates a non-refundable Damage Waiver Policy with all of the properties on our portfolio. This is a payment by you to New Forest Escapes and is in addition to any rental fees. This covers the cost of making good any accidental loss or damage to the selected property and/ or its contents caused through act or omission of you (and any of your guests or accompanying pets) up to a certain amount, which is specific to each property. Where such damage caused exceeds this amount, you agree to pay New Forest Escapes, acting on behalf of the owner, the full costs incurred in making good any such loss or damage above the predetermined amount. Wilful, neglectful or criminal damage will not be covered by the accidental damages deposit waiver, and this will be determined by New Forest Escapes. This fee only covers damage and will not cover cleaning costs over and above the norm. This policy applies to all bookings (property specific) placed on or after 1st July 2024.
The Damage Waiver Policy is not insurance and does not provide liability coverage. It is in place to protect guests from the potential costs of accidental damages to the New Forest Escapes property in which they are staying.
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If you’ve made a booking prior to July 2024, A damage deposit to the value of between £250 and £500, or for larger houses with a swimming pool, up to £1000, which is payable before the start of the rental period. This is for the purpose of reimbursing the Owner in the event the Guest or anyone in their group staying at the Property causes either excessive damage or incurs a need for extra cleaning or leaves the Property without settling invoices for additional services or supplies received during their stay.
We will contact you to pay your breakage/damage deposit. The Guest will be notified in writing of the details of any extra costs incurred within 7 working days following the let. The Owner reserves the right to determine what constitutes ‘damage’ however this will not include reasonable wear and tear e.g. a broken plate/glass. A £20 administration fee will be added to any damage costs. The Guest’s liability is not limited to the value of the deposit.
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices.
Special note: changes and errors sometimes occur. The information and prices shown on any advertising material that we issue may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.
Unless stated otherwise all prices are quoted inclusive of VAT and prices are advertised on a per property per stay basis.
You are strongly recommended to take out personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday. We cannot bail you out if you have not taken this step.
If you have any special requests please let us know at the time of booking. We will pass on all such requests to the Supplier/Owner, but we can’t guarantee that they will be met but we will try.
Please read the Cancellation Terms.
All booking / administration fees paid to us are non-refundable.
Your contract is with the Supplier/Owner and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
The property details as advertised on our website state the maximum number of persons permitted to occupy the property and grounds. Any breach of this provision will permit the Supplier/Owner to terminate the booking forthwith, in their absolute discretion, in which event all monies, including deposits, paid by you will be forfeit.
By making a booking of your chosen arrangements, you warrant to the applicable Supplier/Owner that:
Any queries or concerns during your stay must be addressed to the Supplier/Owner or the Property Manager – as shown on the house documents provided. If you have a problem, or find a breakage on check-in, please tell us immediately. Please take pictures if you can and email them to us. should be addressed to them. We would also ask that you copy the complaint to ourselves, so that we can liaise between you and the Supplier/Owner to assist in resolving the complaint, in our role as agent, if necessary. If you fail to follow this procedure there will be less opportunity for the Supplier/Owner to investigate and rectify your complaint and the amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.
Please note that we do not offer an alternative dispute resolution service.
These Terms and Conditions are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.
All ratings are as provided by the relevant Supplier/Owner. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between Supplier/Owners. We cannot guarantee the accuracy of any ratings given.
Guests are able to check in to their New Forest escape from 16.00pm on the agreed day of arrival. With the exclusion of our autumn/winter ‘Sunday Snooze’ promo, as detailed below, all guests must have checked out no later than 10:00am on the day of departure (we charge per hour if you are late to cover late cleaning fee costs).
During autumn and winter stays, we offer a ‘Sunday Snooze’ promotion, with a later check-out time of 13.00pm during off-peak weekends – these dates exclude the Christmas & New Year period and February half term; with the promotion running from Sunday 8th November – Sunday 7th December 2025, and resuming Sunday 11th January – Sunday 8th February 2026 and then Sunday 1st March – Sunday 15th March.
Booking requirements: You must tell us at the time of booking if you plan to bring a pet, so we can confirm this with the Supplier/Owner.
Approval & restrictions: Dogs under 2 years old, large breeds, or animals other than dogs require the Supplier/Owner’s prior approval. Dogs on the Dangerous Dogs list are not permitted. You must also provide your dog’s age and size when booking.
Behaviour & house rules: All pets must be fully house-trained, well-behaved, and kept under control. Dogs must not be left unattended in the property, garden, or elsewhere. Pets are not allowed on beds, chairs, or sofas unless protective covers are used, and you must bring your own pet basket. Excessive barking or nuisance behaviour may be treated as damage.
Damage & cleaning: You are responsible for any damage caused by your pet to the property, its contents, or neighbouring properties. Any costs for repairs, replacements, or extra cleaning will be charged to you. If your dog soils carpets, rugs, or soft furnishings, please let us know so we can help with cleaning—failure to do so may result in additional charges.
Waste disposal: All pet mess must be cleaned up immediately. Waste should be bagged securely, placed in black bin liners, and disposed of in outdoor dustbins. Do not leave waste at doors or elsewhere for others to deal with.
Outdoor areas & safety: While every effort is made to secure gardens, no guarantee can be given. You remain fully responsible for supervising your dog at all times, including ensuring they do not worry livestock, wildlife, or neighbouring animals. Failure to do so may result in your booking being terminated with no refund. Some properties may require dogs to be kept on leads—please check individual property rules.
Charges: A per-dog, per-stay fee applies. You must confirm the number of dogs at the time of booking so the correct charge can be applied.
All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Owner(s) in question are intended to present a general idea of the services provided by the Supplier/Owner(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.
These Booking Conditions together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with the Supplier/Owner of your chosen arrangements (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.
You can reserve property by telephone or email, but we accept no liability whatsoever for such reservations. Applicants should note that no contract for any property exists between you and us until you have completed the booking confirmation documents provided to you by our agent and we have received the agreed deposit payment – usually this is 50% of the total holiday rental amount due.
A contract shall arise when your booking is confirmed in writing via a confirmation sent by email.
For bookings made more than 32 days prior to the tenancy commencement date, a deposit of 50% of the rent must be delivered with the completed booking form.
If a booking is made less than 32 days before the commencement date the full rent together with any additional charges must be tendered at the time of delivery of our booking form.
Please note, we try to prepare the property based on the information that you provide to us during the booking process. As such, if you have any requests etc. then you must let us know at the time of booking. If you fail to provide us with any such information, then we will not be responsible for any dissatisfaction you may have with the property as a result.
Once we have accepted the booking you are liable for the payment of the balance of rent together with any additional charges 32 days before the start date of the rental period.
Non-payment by the due dates will be treated as a cancellation and we may re let the property without reference to you. In such circumstances you will remain liable for the payment for the full amount on the same basis as in the event of cancellation. (see below)
We reserve the right to amend prices quoted online due to errors or admissions.
Payment must be made by credit or debit card payment.
If you make a payment to anyone other than ourselves, we cannot refund your mistake.
You acknowledges that he/she/they are authorised to sign the online booking form on behalf of all persons who will occupy the property for the period for which it has been booked and that all those persons are aware of the booking conditions. You shall be a member of the party occupying the property and to be over 18 years of age and is /are required to acknowledge the following.
We need to know the total number of people staying, and preferably their names. We must know of any day visitors, and any change in the members of the party shall be notified in writing to us as soon as it is practicable – if you wish to make any change to your party during your stay, you must contact NFE or the Supplier/Owner, in order to obtain our permission. In such circumstances, we may, at our discretion, refuse to accept any such change in which event the booking shall be deemed to have been cancelled subject to clause 4 above.
Any breach of this provision will constitute a breach of contract where upon we may terminate the booking forthwith in which event all monies, including deposits, paid by you will be forfeit.
We reserve the right to refuse admittance to any member of the party if in the our absolute opinion the Applicant or any person of the group is unsuitable for the property due to age, ill health, disability, inexperience, or any other good and proper reason not otherwise being a breach of these conditions. In such an event all sums paid by you shall be repaid in full and the contract shall be discharged without further liability on either party.
We reserve the right to repossess the property at any time where damage has been caused by you or any member of the group or in our absolute opinion is likely to be cause by you or any member of the group or other person visiting the property at the invitation of any such person. In such an event the owners shall not be liable to make any refund whatsoever.
Bookings will not be accepted from.
The Property shall not be used for any commercial purposes without the prior consent of the Owner. Any persons other than members of your party must not use the facilities at the Property without prior agreement (additional charges may apply). The Guest must not use the Property or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any act that may be a nuisance or annoyance to Owner or to any neighbours. Sleeping in vehicles, including caravans, parked at or nearby the property is not permitted. The Owner reserves the right to refuse entry to the entire party for any breach of these terms and conditions
This agreement is made on the basis that the property is to be occupied by you for a holiday as mentioned in the Housing Act schedule 1 paragraph 9 and you acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.
You agree:
The provision of wireless broadband internet access is a complimentary facility and The Owner shall accept no liability for loss of coverage or quality where technical problems are experienced. Your usage must be reasonable, without excessive downloads. You must not use the Service to access Internet Services, or send or receive e-mails, which are defamatory, threatening, intimidatory or which could be classed as harassment; contain obscene, profane or abusive language or material; contain pornographic material (that is text, pictures, films, video clips of a sexually explicit or arousing nature); contain offensive or derogatory images regarding sex, race, religion, colour, origin, age, physical or mental disability, medical condition or sexual orientation; contain material which infringe third party’s rights (including intellectual property rights); in our reasonable opinion may adversely affect the manner in which we carry out our business; or are otherwise unlawful or inappropriate
A The use of the property or any amenity that may be provided by us are entirely at your risk and no responsibility can be taken for any loss, damage, or injury to persons who make use of them or any belongings of the persons who use them.
B All cars and other vehicles are parked entirely at your risk. We can take no responsibility for any loss of damage to any car, vehicle or any contents thereof.
C Whilst we will endeavour to return any baggage or personal property left behind after the holiday we can take no responsibility in effect thereof.
D You must be entirely responsible for the safety of any children or adults staying in the property and the surrounding area or being there at their invitation. Leaving boundary gates, or gates within the property boundaries, open, may increase hazard to guests. Many of our properties allow access to open water; sea, river and to roads etc.
Equally – you are responsible for gates during your stay. Gates left open may mean that the wild animals that roam through the National Park can access the property. They can do significant damage to gardens in a very short time. Should this happen, you will be charged for making right any damage.
E We can take no responsibility for any loss or injury to any pet that uses the property.
You will be able to check in from 16.00pm on the agreed day of arrival. With the exclusion of New Forest’s autumn/winter ‘Sunday Snooze’ promo (detailed below) all guests must have checked out no later than 10:00am on the day of departure (we charge per hour if you are late to cover late cleaning fee costs).
During autumn and winter stays, we offer a ‘Sunday Snooze’ promotion, with a later check-out time of 13.00pm during off-peak weekends- these dates exclude the Christmas & New Year period and February half term; with the promotion running from Sunday 8th November – Sunday 7th December 2025, and resuming Sunday 11th January – Sunday 8th February 2026 and then Sunday 1st March – Sunday 15th March.
If for any reason we are not able to provide the property on the date booked because of an event outside our control, then we will contact you as soon as is reasonably practicable to let you know, and we will take reasonable steps to minimise the effect such as offering you an alternative date with a 12 month period of the original date booked. As long as we do this, we will not be liable for any losses incurred by you arising out of our inability to provide you with the property on the original date booked. If it is not possible for you to attend an alternate date within 12 months, you may contact New Forest Escapes Limited in writing within 30 days of our notifying you of the unavailability of the original date to cancel the reservation and receive a refund less our administration fee and any additional sums we have incurred to New Forest Escapes Limited outlined in the cancellation policy.
All complaints shall be notified to us, or our designated management staff immediately, so that the matter can be investigated and, if necessary remedial action taken. Contact information will be in the house book provided and clearly displayed in the property. Discussion of any issues with the Owner or their staff during your stay will usually enable short-comings to be rectified very quickly. In no circumstances will compensation be paid in respect of complaints raised after the tenancy has ended in circumstances when you have not drawn the matter to our attention, or has denied us the opportunity of investigating the complaint in order to put the matter right during the tenancy. In particular, complaints of a transient nature (for example, regarding preparation or heating of the property) cannot possibly be investigated unless registered whilst the Guest is in residence. No complaints will be considered after 21 days of vacating the property.
Booking requirements: You must tell us at the time of booking if you plan to bring a pet, so we can confirm this with the Supplier/Owner.
Approval & restrictions: Dogs under 2 years old, large breeds, or animals other than dogs require the Supplier/Owner’s prior approval. Dogs on the Dangerous Dogs list are not permitted. You must also provide your dog’s age and size when booking.
Behaviour & house rules: All pets must be fully house-trained, well-behaved, and kept under control. Dogs must not be left unattended in the property, garden, or elsewhere. Pets are not allowed on beds, chairs, or sofas unless protective covers are used, and you must bring your own pet basket. Excessive barking or nuisance behaviour may be treated as damage.
Damage & cleaning: You are responsible for any damage caused by your pet to the property, its contents, or neighbouring properties. Any costs for repairs, replacements, or extra cleaning will be charged to you. If your dog soils carpets, rugs, or soft furnishings, please let us know so we can help with cleaning—failure to do so may result in additional charges.
Waste disposal: All pet mess must be cleaned up immediately. Waste should be bagged securely, placed in black bin liners, and disposed of in outdoor dustbins. Do not leave waste at doors or elsewhere for others to deal with.
Outdoor areas & safety: While every effort is made to secure gardens, no guarantee can be given. You remain fully responsible for supervising your dog at all times, including ensuring they do not worry livestock, wildlife, or neighbouring animals. Failure to do so may result in your booking being terminated with no refund. Some properties may require dogs to be kept on leads—please check individual property rules.
Charges: A per-dog, per-stay fee applies. You must confirm the number of dogs at the time of booking so the correct charge can be applied.
We or our representatives shall be allowed access to the property at any reasonable time during the tenancy.
If there shall be a breach of any of these conditions we reserve the right to re enter the property and terminate the tenancy without prejudice to any other rights or remedies available to us.
In the event of a discrepancy between these booking conditions and any other contents of any brochure or website these conditions shall prevail.