Stay, facilities

We understand the evident challenges we all continue to face around COVID-19, so we wish to provide assurance via our Stay Confident programme that your experience and stay will take place in a safe and healthy environment where the strictest hygiene procedures are in place.

Our measures are specifically designed to give you the customer confidence that we have robust processes and procedures to tackle the ongoing threat of COVID-19 and these processes are also endorsed by the World Health Organization and the UK Government.

In addition our Book Confident assurance means if you book a stay which cannot go ahead due to government imposed travel or tier restrictions, we will work with you to move the booking to an alternate date where you can travel, or we will provide a refund in full.

All our retreats offer fridge freezer and cooking facilities. The individual property specification will provide details of what is provided within the retreat.
Are we able to use the pool and the hot tub?
The swimming pool and hot tub are both available to guests staying with us.
Are we able to use the barn kitchen if we have hired out the barn?
The barn has an open kitchen set up to cater for all guests staying with us, which makes it the perfect setting for group gatherings where a chef can be arranged to cater for you, or where groups can enjoy cooking and eating together. Please notify us in plenty of time if you would like us to arrange a chef for you.
My retreat has a log burning stove, do I need to buy wood?
There is a small quantity of wood provided to get you started, this is normally sufficient for 3 days. We can arrange a wood delivery, and this is more cost effective than buying bags of logs from nearby. For weekly breaks we suggest an order of 2 cubic tons.

Wellies are a must here, even in summer.
All lodges and the farmhouse have self-contained personal catering facilities so bring anything with you that you may need. Providing enough notice is given we can also accept supermarket orders in your name from after your arrival. There is a Waitrose and Tesco in Hawkhurst, which is a less than 10 minute drive away should you need to go out for additional supplies.
However, we recommend you use the local independent deli, and incredible farm shops even closer to the farm with the highest quality locally sourced produce, and a huge range of interesting cooking ingredients.

We are not a wedding venue however New House Farm Country Retreat offers wonderful accommodation for guests of weddings nearby, and where you are also able to relax the day after the wedding, with our fantastic “wind down “facilities.
Feeding the animals
There are a number of animals here however it is important that they are not fed as many of them are on a specific diet. If you would like to feed them please ask us and we would be happy to give you some food. As with any farm or petting zoo, please be aware that you have to wash your hands thoroughly after any contact with animals. We provide handwash by the gate. Please ask permission from management to enter the animals’ paddock, as they deserve their own living space too, however they are friendly.
Am I allowed to have guests visit me whilst I’m staying with you?
People not listed on the booking are not able to visit you unless prior written agreement has been given. At no time are friends allowed to stay over night though.
This is an insurance and health & safety issue; guests will be asked to vacate a property if they do not adhere to this condition of their stay.

Each of our retreats differ and have varying degrees of accessibility. Where possible we outline the key accessibility features of each property. We recommend that you contact us to discuss any specific accessibility needs which you feel may need prior discussion or clarification.

We ask that all retreats are left in a similar condition upon departure as you found them. Generally, there is not a cleaning fee for our retreats unless heavy additional cleaning is needed after you leave, or you have failed to leave the property in the same condition as you found it. Charges will be applied where customers have left a property in an unacceptable condition or where damage has been caused.
Cancellation Policy and Booking Terms

BOOKING INFORMATION

In order to secure your booking payment must be made in full at time of booking, or by following any alternate booking instructions sent via email.
Deposit
A swipe of a current debit card, or a cash deposit of £250 for each Lodge, (£500 for the Farmhouse and £500 for the Long Barn) has to be taken before checking in. This deposit will be returned to you following check out providing everything is as it was when you arrived. Please see the terms and conditions for more information.

Check-in is 4 pm on the day of arrival. Check-out is 10 am on the day of departure. If you need a guaranteed early check-in, please book the night before. If you need a guaranteed late check-out, please book the following night.

Early check-in or late check-out is a possibility during off season and by prior arrangement only.

We require a 100% prepayment.

Yes, we will accept shorter stays on occasion. Mainly when your stay is just a couple weeks out, but please ask.

  • Cancellations before 90 days of arrival will receive a refund of monies paid, less a cancellation fee.
  • Cancellations within 90 days of arrival, late arrival, or early departure receive no refund.

Although we do everything possible to make your stay as pleasant and carefree as possible, we cannot control or be responsible for the weather or any other unforeseen circumstance that may affect your stay.

We do not sell trip insurance, but you can purchase it from our insurance partner when you book with us. We do not receive a commission for the service but wanted you to have the benefit of the insurance.

WiFi, Pets, Baby Gear, and Groceries

Yes, all homes have high speed wireless internet.

Yes, we have a pack-n-play, high chair, and umbrella stroller at all homes.

There are 2 grocery stores in Hollister, just 5 to 15 minutes away, depending which house you are staying. Country Mart (very good all around grocery store similar to a Schnuck’s or Dierbergs) and Harter House (best meats and wine selection) are just off Hwy. 65 at the Hollister exit.
There is also Price Chopper and Walmart.

There are a range of supermarkets that deliver to the majority of our retreats. Use the retreat postcode to check if your chosen supermarket will deliver. Please ensure you book your delivery slot after your specified arrival time in your booking confirmation on the day of arrival and that there is someone there to sign for it.

There is NO SMOKING in our homes. If we find that you have smoked in one of our homes, there will be a minimum $400 fine charged. If you smoke outside, please dispose of your cigarette butts properly in the trash.

Only pre-approved dogs are allowed. Please message us with info about your dog so we can approve them.
Be sure to carefully read the insurance that you purchase so you know which cancellation reasons are covered and which on

Properties that welcome pets are clearly indicated via the features section on our website. If the property does not display this feature, then unfortunately the property does not accept pets. Fees apply per pet when added to the booking. The rules around pets can be found within the booking terms and conditions.