Guest Info : Our Covid-19 Secure Pledge

Our covid-19 Secure Pledge

Stay with confidence.

SteveIn the recent months, we have all faced unprecedented challenges as a result of COVID-19. The well-being of our guests and teams has always been of utmost importance to us and this has never been more true than it is now.

We are committed to operating to the highest levels of health and safety vigilance, providing you with the safest, most comfortable and flexible experience whilst enjoying the high standard of service expected of Careys Manor Hotel & SenSpa.

We have devised a health and safety program in accordance with the HM Government, Public Health England and specialist advice from UK Hospitality – our support partner. Due to the constantly changing nature of this guidance, our internal operating practices and procedures will be continuously reviewed and updated as necessary.

We know we are living and working through challenging times, however, we want to reassure you that when coming to visit our Hotel and the beautiful New Forest National Park, we are ready for you. 

If you do have questions or concerns please do not hesitate to contact us on 01590 623551 or by emailing us at 

My teams and I look forward to welcoming you back to Careys Manor & SenSpa soon.

Steve Woodrow

Steve Woodrow – Area General Manager

Our Teams

  • The health and safety of our team has been of the utmost importance during these times. All team members will undergo mandatory health and safety training, including enhanced cleaning protocols and personal hygiene training, ensuring a safe working environment.
  • We have also introduced 'Health and Safety Ambassadors', to implement and oversee all new practices, procedures and training. 
  • All team members will, upon returning to work, be required to have their temperature checked on a daily basis and must stay at home and follow official guidance on self-isolating should they feel unwell.
  • All team members will be required to sanitise their hands at regular intervals. 
  • All team members will be required to wear PPE as appropriate.
  • All teams will follow a policy of no physical contact and maintain social distancing, wherever possible.

Our Guests

  • All guests are required to wear face coverings when in public areas of the hotel.
  • All guests will be sent a pre-check-in form prior to arrival and are required to fill this in and return to the hotel before their check-in date.
  • We will kindly ask you to take your temperature on arriving at the Hotel. Should you show signs of a high temperature, we will have to ask you to leave the hotel.
  • Should you become unwell during your stay and are showing symptoms of COVID-19, we will provide you with a quarantine facility (guest bedroom).
  • Our usual valet parking service will not be available meaning all guests are required to park their own cars.
  • Cash will not be accepted and credit/debit card details will be required for contactless payments.
  • Helpful signage will be placed around public areas to aid social distancing and we kindly ask guests to respect these measures.
  • Social distancing will be observed throughout the hotel, with reduced capacity in relevant locations, e.g. lobby areas, dining, and closure of some services e.g. spa facilities. 
  • The Hotel Manager is responsible for all aspects of our ‘COVID-19 Secure’ operating plan. You can contact the Duty Manager at any time prior to, and during your stay, should you have concerns related to this or any other matter.

Our Suppliers & Partners

  • We will be receiving visitors and contractors to site by appointment in advance only.
  • Any deliveries will only be received at the ‘goods delivery door’ and suppliers may not enter the premises unless they have an appointment or are authorised to do so.
  • Access to back of house areas are restricted to staff only.

Health & Hygiene

We have elevated our rigorous cleaning procedures for all areas of the hotel and introduced additional safety measures.

Public areas

  • Increased cleaning and disinfecting of common touch points, e.g. lobby areas, public bathrooms, dining chairs/tables and will sanitise areas using a virucidal/bactericidal disinfectant fogger.
  • Hand sanitising stations will be in place throughout the hotel.
  • Useful signage will be in place to uphold social distancing measures.
  • Non-essential items will be removed to reduce cross-contamination. e.g magazines and board games.


Guest Bedrooms

  • Your bedroom will be cleaned with extra care and sanitised using a virucidal/bactericidal disinfectant fogger.
  • Non-essential items will be removed to reduce any contamination risk.
  • We have placed individual amenity bottles in bedrooms, please feel free to take any away that are partly-used as they will be disposed of when you depart
  • Please use your bedroom toilet rather than toilets in public areas
  • Please wash your hands when returning to your bedroom
  • Housekeeping will be available on a request basis only and we kindly ask guests to vacate their room and ventilate prior to our housekeeping teams entering.

Covid-19 Information For Guests

Hotel Services

Due to the COVID-19 restrictions currently in place, some of our activities, services and facilities are unfortunately limited or are not available.


  • In accordance with social distancing measures, we have decided to temporarily close The Zen Garden Restaurant and extend our in-room dining options.
  • Socially distanced outdoor dining areas have been created and are available for you to enjoy breakfast, lunch, snacks, drinks and dinner al fresco.
  • Cambium is open with a reduced number of tables.
  • Le Blaireau will be open every Mon, Tue, Wed, Fri and Sat.
  • Afternoon Tea is available to residents and non-residents. Make a Booking Online
  • Takeaway picnics will be available for residents to pre-order via our website or at the hotel during your stay.
  • Cash will not be accepted and credit/debit card details will be required for contactless payments.



SenSpa is now open for treatment bookings including facials.

As per government guidance our saunas and steam rooms will remain closed until further notice, but the swimming pool, hydrotherapy pool and gym is open for spa members and Careys Manor Hotel residents. Until the government has advised when we can safely reopen thermal rooms, we unfortunately cannot take bookings for non-resident spa day packages at this time.

Read more about how we plan to keep you safe during your visit to the spa.

Spa Confident Pledge


Weddings & Events

We really want to host and look after your wedding or special event this summer, however, we are currently waiting for Government updates on larger event gatherings. We will be reviewing any information as it is released and will keep you updated as we know more. Thank you to those Brides and Grooms that have worked with us to move their celebrations to 2021.

Outdoor Activities

Having the New Forest as our playground provides many opportunities for social distancing activities such as hiking, cycling, canoeing and much more! Speak to our Reservations team to book your activity.

Covid-19 Updates

Flexible Booking

We have also updated our reservation and cancellation policy to provide you with more flexibility and peace of mind when booking accommodation at the hotel. 

For new bedroom reservations booked directly with Careys Manor Hotel for travel dates up until 31st December 2020:

  • At the time of booking, a deposit equivalent to the value of the first night's stay will be payable.
  • If you need to cancel due to COVID-19 and have given 48 hours notice prior to your arrival date, your deposit will either be refunded or we can transfer your booking to another suitable date.
  • If you need to cancel or amend your booking within 48 hours of arrival due to COVID-19, we can transfer your booking to another suitable date. Please note however, rates may differ between your chosen dates. 
  • Any cancellations or amendments within 48 hours that are not as a direct result of COVID-19, will result in our retaining the charge for the first night of your stay.
  • For reservations made via third parties, including online travel agents, travel professionals or as part of a group booking, please contact your booking provider or meeting planner for additional information on their policies.


The VAT rate for hotel accommodation, meals and non-alcoholic beverages decreased to 5% from 15 July 2020.

Guests that paid a deposit to us before 15 July 2020 for a stay after 15 July 2020 may wish to understand whether they are entitled to a partial refund in respect of the VAT element.

Our policy is that partial VAT refunds will not be made.

The reason for this is twofold:

  1. Our advertised rates are advertised as inclusive of VAT and not at a price plus VAT. This allows a guest to have certainty about the price they will pay and the obligation to meet the VAT thereon sits solely with us. This means that if the VAT rate goes up the guest will pay no more and if the VAT rate goes down, as it has done now, the guest will not receive a refund, and;
  2. Notwithstanding the above, we hope guests will understand that we and our entire industry are enduring the biggest challenge to business survival in living memory. As such we believe that not only are we legally entitled to retain the benefit of the VAT reduction we believe that it’s the right thing to do in order to return our business to a strong footing and to protect jobs.

Our Community

Room To Reward

We have pledged hotel stays to volunteer recognition charity Room To Reward  to say ‘thank you’ to inspirational volunteers who gave up their time to make a difference to those who most needed it during the Covid-19 pandemic.

Love The Forest

To protect humanity, we must protect nature. Our home in the New Forest is also home to ancient trees and an abundance of wildlife from grazing ponies to rare bird species. That’s why every time you stay at Careys Manor, £1 is donated to The New Forest Trust’s ‘Love the Forest’ scheme who raise funds for conservation and education projects to preserve our natural surroundings for many generations to come.

As Careys Manor Hotel & SenSpa closely monitors the global situation, we will continue to stay in touch and provide you with updates as they become available. 

Thank you for your continued loyalty and we look forward to welcoming you back to the hotel.

Click here for COVID-19 Secure Hotel FAQs

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