Frequently Asked Questions
The frequently asked questions has been put together to answer your most commonly raised questions. For our booking terms and conditions please refer to the Terms and Conditions section.
Alterations to bookings
Once a booking has been confirmed by us, alteration fees will apply should you require us to amend or re-invoice your booking for any reason, including changing booked ferry crossings. Please see our booking conditions.
Arrival and departure
Start days are usually Fridays and Mondays, but we may be able offer to flexible start dates outside of the main season. To allow time to prepare your accommodation thoroughly, please follow the check-in times on your confirmation for arrival from 4pm and departure by 10am.
- Early arrivals: If you arrive before 4pm you are welcome to check-in and use the leisure facilities until your accommodation is ready for you. So why not pack your swimming costumes at the top of your suitcase. Once your accommodation is ready, we will send you a text message to let you know that you can collect your keys - please ensure you give us your mobile phone number when booking.
- Late arrivals: If you are expecting to arrive later than 6pm or you encounter delays en route please telephone us to make arrangements for the collection of keys. Our Reception closes at 9pm Mon-Fri and 8pm Sat-Sun although we do offer 24-hour emergency assistance at all times.
Assistance dogs
Registered assistance dogs will be accepted free of charge subject to availability of suitable accommodation. In order to comply with a wildlife conservation order we do require receiving copies of the dog's documentation in advance within 5 days of booking or 7 days prior to arrival, whichever is the earlier.
Bed linen and towels
Bed linen is included in the accommodation charge and beds will be made up for arrival, unless stated. Bed linen is included in the cost of all holidays booked on this website, except for cots (please see Cots below). Towels packs are included in our Solent Villa range only, with one bath towel and one hand towel provided per person. Towel packs can be hired for £5.00 per pack and include one bath towel and one hand towel per person. Changes of towels are £5.00 per pack, applies to all holiday home types. Tea towels and oven gloves are not provided.
Cancellations
If you have to cancel your holiday, please call us immediately. You must then confirm this cancellation in writing, as the cancellation is not effective until we receive your written notification. Please see our booking terms and conditions.
Cleaning
Your accommodation will be cleaned before your arrival. As a limited amount of time is available to clean between holidays, please help us to maintain our standards by leaving your accommodation and its contents in a clean and tidy condition. Cleaning is not provided during your holiday, unless you purchase a Maid Service clean.
Complaints
In the unlikely event that you encounter any problems or issues with your holiday home, you should let us know immediately. We will take immediate remedial action where possible.
Cots and highchairs
Cots and highchairs are available on request. There is an extra charge of £10.00 each per booking and is payable with your holiday charge. Please note that cots and highchairs must be ordered in advance. Not all of the bedrooms in your chosen accommodation may be large enough to accommodate cots - if this could be a problem please check with our Reservations Team on 01983 292395. Cots are only suitable for children under 24 months and linen for cots is not provided.
Electricity and gas charges
All of our accommodation prices include electricity and gas charges.
Extra persons
The maximum number of persons is clearly shown on the individual accommodation pages, in our brochure and at the accommodation choice stage of the online booking process. Unauthorised or undeclared visitors are forbidden to stay in your accommodation.
Facilities
The individual listings show all facilities that are available, all applicable dates, and also whether they are included in the hire charge, or charged extra. Check with our Reservations Team to clarify the cost of any of the facilities, or ask for details on arrival. Opening dates and times may vary, and there may be age and/or height restrictions on certain activities and facilities. Some activities may also require adult supervision. You should check with us when making your booking to be sure whether facilities or activities will be available to you and all others in your party. The opening times and/or days of facilities may be limited out of season (November - March) and some facilities are closed on Christmas Day, Boxing Day and New Year's Day. Most facilities are usually open up to 9.00pm.
Ferries to the Isle of Wight
We can book your car ferry travel for up to 2 cars per Holiday Home to the Isle of Wight provided this is incorporated in your holiday package at the time of booking your holiday. The ferry travel prices we offer are specially negotiated "trade rates" which are available to accommodation providers to be sold with a holiday booking only, limited availability may apply so early booking is recommended. We are unable to add ferry travel or additional cars at our inclusive rates once you have paid your deposit. There are three car ferry routes available operating year round:
Southampton to East Cowes - crossing time approx 55 minutes
Portsmouth to Fishbourne - crossing time approx 40 minutes
Lymington to Yarmouth - crossing time approx 35 minutes
Ferries can be booked at the time of making your initial reservation when you book online or by phone with us.
If you have made a holiday booking without inclusive car ferry travel, you will need to add travel for first or subsequent cars by booking directly with the ferry operators at www.redfunnel.co.uk or www.wightlink.co.uk
We are unable to arrange car ferry travel for commercial vans, minibuses, touring caravans or any vehicle with any sign writing. These will need to be booked directly with the ferry operator in all circumstances. If these are booked as part of your holiday package with us and is not disclosed to us at the time of booking, either online or by phone, then the ferry operators reserve the right to deny boarding and a new ticket will need to be purchased at your cost.
Ferry travel - free or inclusive
We offer a ferry travel booking service as part of an accommodation and travel joint package, in accordance with the Package Tour Regulations 1992. We also offer the opportunity of booking our accommodation without ferry travel; whilst we have access to special rates, we cannot guarantee that these will always be the lowest on the market and therefore we offer our customers the opportunity to compare prices with the ferry operators' own websites. We also sell our holidays through a number of partners, agents and online booking sites which either cannot, or are not regulated to, sell package holidays with ferry travel. By offering our customers the freedom and choice to choose how their holiday is arranged, we feel that we are demonstrating clarity of pricing. If you choose to arrange your ferry travel independently, you are not covered by the provisions of the Package Tour Regulations 1992.
Certain prices on this website on special offer pages may show as "ferry inclusive". This means we have chosen to show a package price, which will show which operator(s) and routes(s) this is arranged with. It does not mean however that a ferry inclusive package has to be booked, nor that there is an obligation to travel with the ferry operator shown. All the prices shown in our brochure and on our price list on this website exclude ferry travel.
Fishing
A rod licence is a statutory requirement for anyone 12 years or over who wishes to fish in inland waters in England. No licences are required for sea fishing. Licences can be purchased from any Post Office. In addition you may need a fishing permit (sometimes referred to as a day ticket) which gives permission to fish on particular water or waters and is issued by fishery owners, clubs etc. The coarse fishing closed season (15 March - 15 June inclusive) applies to all rivers and streams in England, but does not apply to most still waters. For more information you should check with the Environment Agency on 0870 850 6506.
Groups and party bookings
Our holidays have been designed with families and couples in mind and we do have restrictions on all-male groups, or all-female groups or unaccompanied mixed parties under 25 years old. If you are unsure, please contact our Reservations Team on 01983 292 395 before making your booking. If you want to book a holiday so that all your family or a group are together, please call our Reservations Team on 01983 292 395. They may be able to help you book adjacent or adjoining accommodation.
Heating
Central heating and double glazing is included in all accommodation. Central heating is domestic radiator style and is heated by gas boiler. There is an additional electric fire in the lounge in our Rustic Lodges.
Holiday homes
Gurnard Pines currently has a fleet of 60 Holiday Homes available for hire, which are the Lodges and Villas presented on this website. In addition, we have a further 185 Holiday Homes privately owned on a leasehold basis. Our rental accommodation is grouped in two areas in their own locations within the resort.
Insurance
We strongly advise you to take out adequate Personal Travel Insurance, Motor Breakdown Insurance and Cancellation/Curtailment Insurance. We regret that we are unable to provide these services and purchasing insurance is not a condition of your booking. However, Gurnard Pines' liability to you is restricted to the terms stated in our booking conditions. We do offer a Cancellation Plan which is available for an extra cost and provides some cover against cancellation. Once your deposit has been paid we are unable to accept the addition of Cancellation Plan. Please note: should you need to make a claim through an insurance policy provided by a third party, we will always be happy to assist with providing them with relevant, accurate information when requested.
Payment and confirmation
For details of how to pay, please see our booking conditions. Please note that we do not offer alternative payment terms than those stated. It is possible to pay your balance in instalments provided the entire balance is paid at least 10 weeks prior to your arrival.
Pets
Due to a conservation order at Gurnard Pines protecting the habitat for endangered red squirrels, we do not accept any pets at our resort. We do accept registered assistance dogs (please see above). Please note that we cannot guarantee that our accommodation will be free of pet allergens.
Prices
All prices shown on this website are per Holiday Home, inclusive of VAT, in £ sterling and are for the property rental (hire charge) only. Ferry travel can be arranged at the time of booking at inclusive package prices; please call our Reservations Team on 01983 292 395 or book online. Our prices do not include Personal Travel Insurance, Motor Breakdown Insurance or Cancellation/Curtailment Insurance and there are not services which we are able to offer. We do offer a Cancellation Plan which is available for an extra cost and provides some cover against cancellations. Once your deposit has been paid, we are unable to accept the addition of Cancellation Plan or ferry travel.
Short breaks
All of the arrival dates we feature are available for short breaks of 3 or 4 nights. Weekends breaks are 3 nights Friday-Monday and Midweek breaks are 4 nights Monday-Friday. Short break prices are determined by the arrival date falling within the pricing period.
Smoking
Smoking is prohibited in all enclosed public spaces in the UK. This means that smoking will not be permitted will in enclosed communal areas, including the cafe, swimming pools and leisure facilities. We do not allow smoking inside any of our accommodation and request that guests smoke outdoors or on their veranda, although we cannot guarantee that any Holiday Home is smoke-free. No member of your party is permitted to smoke in any venue or accommodation unit at Gurnard Pines.
Special offers
Our bookings team can advise of any special offers or last minute deals. Deals can also be found on this website on the menu on the left-hand side of each page. All special offers are subject to availability.
Special requests
Please remember that it is always worth asking if we can accommodate any special needs or requirements you may have, such as a specific location or near friends etc. Requests must be made at the time of booking; for online bookings, a space is provided for this during the booking process and for telephone bookings these should be confirmed in writing by post, e-mail or fax. Special requests cannot be guaranteed or made a condition of your booking, but every effort will be made to satisfy them.
Standard equipment
The size and style of our holiday homes varies from type to type, but every one is fully equipped and furnished to include fully furnished living accommodation with suite, colour TV with DVD, bedrooms with all bed linen supplied (excluding cot linen) and with beds made up where stated, family bathroom with washbasin, toilet and bath with overhead shower, fully equipped kitchen with fridge, freezer, cooker, pots, pans, crockery, and cultery. Please see individual holiday home pages for full details of the specification of each type of accommodation.
Visitors with mobility difficulties
Gurnard Pines may not be suitable for visitors with walking difficulties or those with prams or wheelchairs, as there may be gradients, steps or stairs. Level access is provided to main entrances to the leisure facilities. The indoor swimming pool is situated on the lower ground floor and so is accessed by stairs for within the main building, although our team are able to arrange level access; please ask on arrival. Help for other members of the party may be required to assist with some manoeuvres. For suitability of accommodation, please visit our accessibility page and read the descriptions carefully for further details about the disabled suitability. It is essential to check your precise requirements with our Reservations Team. We cannot guarantee suitability unless you inform us at the time of booking about any special requests and confirm these in writing to us. Still need help.
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Special Offers
Free Go Activities
for 2012
Book your short break or holiday for 2012 and enjoy all onsite Go Activities for FREE!
Weekend Breaks from £150!
Escape winter blues with a short break – a range of 3 night and 4 night breaks available
February Half Term 2012 with FREE Go Activities
Get away with the kids from £219
Late Availability for Easter Breaks
Weekend breaks start from just £315
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