Dotting the I’s and Crossing the T’s – detailed but necessary.
Advance Purchase Rates” means the rates as specified at clause 3
“Best Available Rates” means the rates as specified at clause 4
“Booking” means the booking for accommodation, functions and/or any other services or items made with us.
“Company” or “we” means New Forest Hotels (company number 1576403 whose registered office is at The Lodge, Pikes Hill, Lyndhurst, Hampshire, SO43 7AS
“Contract” means the booking and these terms, and any other terms and conditions stated to apply to the booking.
“Hotel” the hotel you have booked at.
“Promotional Rates” means the rates as specified in clause 5
“Terms” refers to these terms and conditions.
“Website” means www.newforesthotels.co.uk or any other website owned or operated by us relating to a hotel.
“VAT” means value added tax.
The terms and conditions detailed below apply to all bookings made with New Forest Hotels PLC T/A New Forest Collection, whether at www.newforesthotels.co.uk via the individual hotel websites or by telephone or otherwise. Please note that for promotional bookings the relevant additional terms and conditions should be consulted.
Our agreement with you binds you, (the person named on the confirmation), and all members of your party, including children and any day visitors. You must ensure that all members of your party are aware of, and accept all of this agreement. Our agreement continues until the last member of your party has left the venue, including any extension to your stay and for such time afterwards as may be necessary.
When you make a booking, your contract (which shall include these terms and conditions) will be with New Forest Hotels, which shall mean in these terms and conditions New Forest Hotels Plc, The Lodge, Pikes Hill, Lyndhurst. Third party site bookings are bound by these and their own terms, for example online travel agents.
All rates featured on the New Forest Hotels website or quoted by telephone or otherwise are offered subject to availability and New Forest Hotels reserves the right to refuse any booking for good reason. Only adults 18 and over can stay at the hotel unaccompanied.
New Forest Hotels offers a choice of room only, bed and breakfast or dinner, bed and breakfast rates. All prices are subject to availability and venue.
We offer a full range of packages and pricing, as detailed below. Our packages and pricing will fluctuate depending on availability and demand at any given time. All prices are subject to change without notice. All relevant prices include VAT at the appropriate rate. We have the right to increase or decrease prices in line with any change in VAT or any other dues or fees levied on your break. We will not make any such increase to the basic cost of your break within 30 days of your reservation start date. We will also absorb all such increases where they form less than 2% of the total cost of your break. These provisions do not apply to insurance and any other separate charges. Your price is guaranteed once you have been given a confirmation number/email, this will be deemed to be 24 hours if sent electronically and within 10 days if sent by post. If you do not receive a confirmation within these timescales, please contact us immediately.
All prices will be shown on our Website, and quoted by our staff in Pounds Sterling. Any payment collected online will be in Pounds Sterling.
In general, our Advance Purchase rates are available 7 days or more before the date of arrival (exceptions may apply to select hotels and seasonally), and are fully prepaid at time of booking. Advance Purchase Rates are non-refundable and non-transferable. The credit/debit card used to book the Advance Purchase rate must be presented to reception on arrival at the hotel. Please note that failure to do so will result in an alternative payment method being required.
To provide our guests with the best available price on any given day of the year, we operate a flexing price management system, which enables us to guarantee you the best quote for the period of your stay at the time of your enquiry. In general, our Best Flexible Rates are available until the day of arrival. These rates allow you to alter or cancel your booking up until 3pm 48 hours prior to arrival without charge. Cancellations made after this time will incur a one night’s room charge.
These rates will require a promotion code. Separate terms and conditions may apply which will take precedence over these standard booking terms and conditions. These rates are fully prepaid at time of booking and are non-refundable/non-transferable.
For the avoidance of doubt, your price does not include any incidental charges which you may incur during your stay (including, by way of example only, in respect of your use of the hotel’s bar and the costs of external telephone calls from your room). Such charges will be payable by you on your departure and, in the event that you fail to pay any such incidental charges, it is a condition of your contract with New Forest Hotels PLC that you irrevocably authorise New Forest Hotels PLC to debit your credit or debit card (see ‘Deposits and Pre-payments’ below) for the amount of any shortfall.
During key seasonality, bank holidays, social events, conference and exhibitions certain rates may not be available. Certain dates may be subject to a minimum length of stay. All rates are subject to availability.
Individual guests using a single room (where available) may benefit from a reduced rate at selected hotels. When no single room is available, individual guests may book a double or twin room for sole occupancy. These rooms may carry a supplement at select hotels. Please ask at the time of booking.
A booking of seven rooms or more is classified as a group and is subject to our Group Terms & Conditions of business, which differ from our Best Available and Advance Purchase rates. Please contact Central Reservations for further details and for these terms.
Call New Forest Hotels Central Reservations Team on 0800 44 44 41 or book online at www.NewForestHotels.co.uk or call the hotel of your choice direct.
Our Central Reservations Team is available to take your booking seven days a week from
Monday – Friday 9am – 5pm
Saturday/Sunday and Bank Holiday Mondays. 10am – 4pm
When you make your booking, you will be asked to guarantee your booking with a valid debit/credit card if booked on Flexible Rate, or to prepay if booked on our Advance Purchase Rates and promotional rates. Advance purchase and promotional rates are non-refundable/transferable.
We occasionally host functions until midnight which may cause noise – if you would like to check if a function is taking place during your stay, please contact us.
We advise all guests to take out appropriate holiday insurance for their stay with us.
All cancellations are made in accordance with the cancellation terms of the rate booked.
Advance Purchase Rates are non-refundable and non-transferable and full pre-payment will be forfeited.
In general, our Flexible Rates are available 48 hours prior to arrival. These rates allow you to alter or cancel your booking up until 48 hours on the day of arrival without charge. Cancellations made after this time will incur a one night’s room charge.
Promotional and other rates may only be cancelled in accordance with the specific terms applying to that rate which will be advised at the time of booking. All pre-paid rates are non-refundable/transferable.
A cancellation number must be obtained to ensure that minimum charges are levied.
Whilst every effort is made to fulfil any particular requests which you may make in relation to your stay with us, please note that these requests do not form part of our contract and we cannot guarantee that we will be able to meet any particular requests.
Should the chosen accommodation not be available at the time of your stay we will act reasonably in offering you either the nearest available equivalent or an alternative option which may mean a higher or lower price is payable.
Should you choose to depart prior to 11am before your agreed departure date; we will require you to pay 50% of the cost of the remaining duration of your stay. After 11am we will require you to pay the full cost of the remaining duration of your stay. If you have booked on an advanced purchase rate or promotional rate the entire booking value and all deposits are retained.
Your Booking is for a class of room in the Hotel and does not guarantee that you will be able to stay in a specific room or in the same room for the duration of your stay. If (under exceptional circumstances), we need to move you to a different room during your visit, for which a lower rate is available than the rate you booked, we will refund you the difference.
13 years + are classified as an adult. 3-12 years are classed as a child. 0-2 years are classed as an infant.
Availability of suitable rooms is limited and portable/Z beds may need to be used where such accommodation is sought. The hotel concerned will determine whether a room is suitable for the purpose of this offer and additional beds charged accordingly. Children staying in their own room will be charged 100% of the full adult rate paid by the accompanying adults. All children (a person under 17 years of age) staying at the Hotel must be accompanied by an adult and must be supervised by an adult at all times.
Cots are provided and furnished with a hygienic fitted mattress; bedding must be provided by the guest. A Guest of 16+ can have their own room when staying with a responsible adult, room allocation will be suited to the room type booked and cannot be guaranteed to be adjacent.
Please note, Burley Manor is a grown-ups only venue.
All of our venues are able to accommodate dogs, for an extra charge. Policy, inclusion and prices vary across hotel across the collection. Please call our central reservations team for cost and our doggy-do’s and don’ts.
New Forest Hotels reserve the right to refuse entry to any dog we deem to be dangerous, any owner not able to control their dog will be asked to leave.
Dangerous dogs act 1991 – Under the Act, it’s illegal for a dog to be ‘out of control’ or to bite or attack someone. The legislation also makes it an offence if a person is worried or afraid (the term is ‘reasonable apprehension’) that a dog may bite them. So, it’s important to ensure that your dog is kept under control at all times and in all places. (www.rspca.org.uk).
Our hotels offer limited modified facilities for guests with impaired mobility. Others, whilst not having special facilities, have mainly level access to public areas and accessible bathrooms. Guests with impaired mobility or other particular requirements should check with their chosen hotel in advance that their requirements can be met. Please call our reservations team directly for details.
We rely on the information you provide to help us anticipate and satisfy your needs. We therefore require you to update us with any change in circumstances prior to and during your stay.
Guest rooms are available from 3pm on the day of arrival. Rooms must be vacated by 11am on the day of departure, unless otherwise sanctioned at the discretion of the hotel manager and may include additional fees. We also offer an early/late check out with an additional fee, which must be pre-booked. Please note we only have limited rooms available for this service
New Forest Hotels operate a non-smoking & non-vaping policy throughout our hotels, including all bedrooms. A fine of £150.00 will be charged to guests that do not adhere to this policy.
Our Hotels offer free parking; vehicles and their contents are left at the owner’s own risk and we do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).
Rates which include breakfast offer a full traditional inclusive of continental breakfast, or a continental breakfast at the Beaulieu Inn. Standard rates which include dinner offer a choice from the hotel’s menu with a £25.00 pp allowance. There is no refund for meals which are not taken by guests and lunch cannot be taken in place of dinner. Children aged 12 years and under sharing a suitable room with 2 adults and included in the reservation details are inclusive of breakfast only (Continental at Beaulieu Inn), all other meals are charged as taken.
For those dining in our restaurant, a 10% service charge is automatically added to your bill. This charge is discretionary and can be removed at your request, this charge is split between the team that have served you at the hotel.
For table reservations of 6 or more, we will require a credit card to guarantee the booking. In the event of a no-show, or a notification of cancellation prior to 5pm one day before the reservation will result in a £15 per person cancellation charge.
All of our hotels have a swimming pool, Children under the age of 16 must be accompanied by an adult whilst using these facilities at all times. Burley Manor benefiting from Wellbeing rooms (18+). Reservations for Spa treatments available at time of booking or at reception.
Please check online for the range of facilities at your chosen hotel. A charge will be made for the use of certain facilities, such as spa treatments. Your use of any such facilities is subject to any particular terms and conditions applying at the hotel which you have made your reservation.
If you have had or are suffering from severe allergies, ill health, a particular medical condition or are pregnant we advise you to speak to your GP prior to arrival to ensure you can use our services and treatments. All treatments booked are subject to medical status. We reserve the right to refuse treatment/s if we feel it is not in the best interest of the Client.
Upon arrival you will be required to pay in full for your accommodation if you have not pre-paid in advance. Should you purchase any additional extras throughout your stay these items will be required to be settled at the time of purchase. Please notes that we not accept American Express or cash at any of our properties.
Guests are requested to conduct themselves appropriately at all times and to comply with our Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their own or others health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. We reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. We reserve the right not to accept any future bookings from you or any member of your party.
We reserve the right and you hereby authorise us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing or damaged when you leave.
NFH Gift vouchers and vouchers used as competition prizes, unless otherwise specified on the voucher, are valid for one year from date of issue after this period your voucher can no longer be used.
Hotels gift vouchers should be presented on check-in, when paying for your meal or on arrival at our wellbeing rooms. Customers must advise using a voucher prior to booking a break, spa treatment etc.
Gift vouchers can be used to settle accounts in New Forest Hotels, either in full or part payment, but change cannot be given. Vouchers can only be used up to a maximum of £2,000 in any one transaction. Gift vouchers cannot be exchanged for cash, replaced if lost and are non-transferable. Monetary gift vouchers cannot be split to settle accounts in more than one Hotel, nor can accounts be transferred. No refund of money will be made once voucher has been purchased and no change can be given unless New Forest Hotels withdraw vouchers without prior notice. New Forest Hotels cannot accept responsibility for the loss or theft of a gift voucher after it has been issued. New Forest Hotels reserve the right to amend these Terms and Conditions. No photocopies will be accepted.
Third Party vouchers (e.g. Virgin Experience, Red letter days etc), are not issued by NFH and all enquiries regarding validity, terms etc should be referred to the supplier and not to NFH.
The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, epidemics or pandemics, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.
The Company will not be responsible for the loss or damage of any property left in the Hotel other than as required under the Hotel Proprietor’s Act 1956 or any other applicable law.
The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract.
Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.
In all cases, except personal injury or death, our liability to you for the total of all claims arising out of your time with us is limited to the cost of your booking less any insurance, cancellation, amendment or separate charges. We will not be responsible for any matters that result from any unforeseeable and unforecastable events that are beyond our control
While all reasonable efforts have been taken to ensure the accuracy of information on the Websites, the Company does not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on the Websites without notice. Please note that in certain circumstances, generic photographic images may be used to represent the general style of a particular product, event or hotel.
The content of the Websites is the copyright of New Forest Hotels, and may not be copied, reproduced, published, distributed or amended for any other purpose without our prior written consent.
Trademarks used on the Websites are the property of the respective owners. Hyperlinks to third party websites are provided for your convenience. We cannot accept responsibility for the content or use of third-party sites.
The Websites are operated by the Company.
When you post and/or tag any social media content (including, without limitation, photos, text, graphics, audio, video, location information, comments or any other materials) in relation to one of our New Forest Hotels on social media sites (such as Instagram or Facebook) (“Social Content”), we may request your permission to use this Social Content in connection with our business. Such use may be in conjunction with our website, electronic media and/or print material.
By accepting our request, you give us and our affiliated companies (including our direct and indirect parents and subsidiaries), and it’s or their respective agents, licenses, sub-licenses, contractors and assigns (collectively, “Authorised Entities”) a worldwide, perpetual, irrevocable, royalty-free, fully-paid, non-exclusive, transferable, sub-licensable right to use the Social Content in any form and lawful manner for any commercial purposes including (without limitation) online and offline marketing activities.
By consenting to our request to use your Social Content, you agree to us publishing your name or username associated with that content, and using all or any of your Social Content.
You agree, represent and warrant that:
• You own, or have obtained from third parties, all appropriate rights in your Social Content.
• The Authorised Entities’ use of your Social Content will not violate the intellectual, proprietary or other rights of any third party, or any applicable law.
• The Social Content is not libelous, defamatory, obscene, pornographic, abusive, indecent, threatening, hateful, offensive or other unlawful.
Any complaint or comment regarding a stay at one of our Hotels should be made in the first instance to the hotel’s duty/general manager at the time of your stay so that it can be resolved at the time. Any further correspondence should be made in writing
Although every effort has been made to ensure the accuracy of the information set out on our websites and marketing campaigns, we cannot accept responsibility for any errors or omissions, and reserve the right to vary, amend, supplement or cancel any of the information or offers featured on our websites or email campaigns or otherwise at any time.
All details are correct at time of going to print, however may be subject to change from time to time.
These terms and conditions shall be subject to the laws of the jurisdiction in which the Hotel for which you make your booking is situated.
We reserve the right to review any agreements made outside of our standard hotel policy not appearing in these terms and conditions that do not constitute the best interests of New Forest Hotels.
The Management reserves the right to amend the contents of these terms and conditions without prior notice. It is the customer’s responsibility to check for any updates.