Frequently asked questions

Use the booking calendar on our Book page to select your dates, choose any extras, enter your details and pay securely via Stripe. You'll receive a confirmation email immediately.

Booking directly saves you up to 12% compared to Airbnb, as you avoid Airbnb's guest service fee (typically 14–16%). You also deal directly with Scott, giving you more flexibility and a personal touch.

We're at least 25% cheaper than booking a comparable 7-berth lodge directly through Sandy Balls / Away Resorts — and that's on top of any Airbnb savings. The Sandy Balls 7-berth Heartwood Plaza lodge with hot tub typically runs ~£200/night and is pet-free; their dog-friendly tiers tend to be 4 or 8-berth. Our 7-berth allows dogs, includes the hot tub option, and undercuts the closest equivalent by at least a quarter. Same park, same heated pool, sauna, restaurant and activities — you just keep more of the spend on the holiday.

We ask for a 30% deposit to secure your dates. The remaining 70% balance is automatically collected 30 days before your arrival. You'll receive email reminders before the balance is due.

Yes! If you prefer to pay everything upfront, simply select 'Pay in full' during checkout. Both options are available via secure Stripe payment.

We accept all major credit and debit cards via Stripe, plus Apple Pay, Google Pay, Link (Stripe's one-click checkout) and Revolut Pay on supported devices. Stripe Checkout shows you the options it supports automatically — Apple Pay needs Safari/macOS/iOS, Google Pay needs Chrome/Android. All payments are fully secured and encrypted and we never see your card details — Stripe handles everything.

Yes — Stripe automatically emails you a receipt for the deposit, the balance charge, and any refunds. On your statement the charge appears as 'NEW FOREST LOG CABIN' (or similar — Stripe sometimes shortens it). If your card issuer asks for 3D Secure authentication during checkout (a one-tap verification in your banking app) just complete it as prompted — Stripe handles the rest.

When you pay your 30% deposit you authorise us to charge the remaining balance to the same card 30 days before your arrival. We send a reminder email a few days beforehand. If the balance charge fails (e.g. expired card, blocked transaction) you'll hear from us straight away with a secure Stripe link to retry. If you cancel before the balance is due you keep the deposit per our cancellation policy and the balance is never charged.

Standard check-in is from 4pm. Check-out is by 10am. We offer early check-in from 11am and late check-out to 1pm as paid extras (£30 each, subject to availability — add them at booking).

The cabin has a lockbox for self check-in — no need to meet anyone or arrange key collection. Scott will send you the lockbox code and full arrival instructions 2–3 days before your stay.

We're at Sandy Balls Holiday Village, Godshill, Fordingbridge, Hampshire (SP6 2JW) — on the edge of the New Forest. Sandy Balls is easy to find on Google Maps, in any sat nav, or by name with a local taxi driver. The exact lodge number, lockbox code, and detailed arrival instructions are sent to you a couple of days before check-in.

The cabin is perfect for families, groups of friends, couples, and dog owners. It sleeps up to 7 — 5 across the two bedrooms (master with a double bed, sleeps 2; second bedroom with a single + bunk, sleeps 3), plus 2 more on the lounge sofa bed at £20 per night each.

It's optional — and importantly, a Guest Pass is sold per booking, not per person. One pass covers your whole party (up to 7 guests) for the entire stay, giving everyone free unlimited use of the pools and gym, and the ability to book any of the on-site activities (archery, alpaca walks, bushcraft, etc.). Everything else on the park — Aubrey's Forest Kitchen restaurant, The Woodside Inn pub, Catch 22 fish & chips, Acorn Place shop & deli, games room, bike hire, woodland walks — is freely accessible whether you have a pass or not. Without a pass you'll pay-per-entry at the pool and can't book activities. Buy Guest Passes directly from Sandy Balls Reception on arrival — we don't sell or charge for them. As a guide for our 7-berth lodge category (Away Resorts 2026 prices): peak £56 / £96 / £130 (for 2–6 / 7–9 / 10–14 nights); off-peak £53 / £66 / £94. Peak = Easter, May bank holidays, school summer holidays, October half-term and Christmas. Prices are per booking (not per person) and set by Sandy Balls — confirm on arrival at Reception.

The shared heated indoor pool at Sandy Balls Leisure Centre is open year-round (seasonal hours apply). The outdoor pool opens seasonally from around May to October — best for summer. No booking needed — just turn up and collect wristbands at the leisure centre. Free for everyone in your party if you've bought a Guest Pass; without a pass, entry is pay-per-visit at rates set by Sandy Balls (confirm current rates at the leisure centre on arrival).

Sandy Balls offers a fantastic range of activities — archery, alpaca walks, forest laser tag, bushcraft school, cycle hire, plus seasonal favourites like 'Round the Campfire' and the 'Song of the Forest' oak-tree experience. To book any of these you'll need a Guest Pass (see the Guest Pass question above), and most activities then have their own per-session fee paid on the day. Bookable via the Away Resorts app or Sports Booker on arrival, or call Guest Services on 01425 651225 and quote Lodge 240.

Sandy Balls has four on-park venues, all freely accessible without a Guest Pass: Aubrey's Forest Kitchen (artisan pizzas, chargrilled steaks and pasta — dog-friendly), The Woodside Inn pub (with The Woodside Suite hosting live music, cabaret and quizzes), Catch 22 fish & chips, and the Acorn Place shop & deli for groceries, Starbucks coffee and cakes. The cabin's full kitchen is also fully equipped if you'd rather cook in.

Yes — a hot tub is built into the deck. It's kept decommissioned by default and available as an opt-in extra for stays of 3+ nights. Two transparent line items are added to your booking: £150 for the Sandy Balls commissioning service (fill, daily maintenance, drain after you leave) and £25 energy surcharge for the extra electricity it draws — £175 total. We arrange the whole thing with Sandy Balls on your behalf, so you don't need to call anyone. Just tick the 'Hot tub' option during booking and we'll have it ready when you arrive. (If Sandy Balls can't service it for your dates we'll refund the £175.)

Duvets and pillows are provided. Bed linen and towels are not included — you can bring your own or hire a pack from Sandy Balls on site (call Guest Services on 01425 651225 and quote Lodge 240 to arrange ahead of your arrival). Kitchen essentials, WiFi, and free parking are all included.

Yes — there are two private parking spaces right outside the cabin, included free with your stay.

Yes — up to 2 well-behaved dogs are very welcome at the cabin (£10 per dog per night, declared at booking). Sandy Balls is a genuinely dog-friendly park: dogs are welcome at Aubrey's Forest Kitchen and The Woodside Inn pub, there's a seasonal 'Doggy Pawgramme' of dog-focused activities (from early April), and the wider park has woodland walks and a dog-friendly New Forest right on the doorstep. Park rules: dogs must be on a lead at all times, picked up after, and never left unattended in the cabin. We recommend adding our Dog Welcome Pack extra (treats, bowl, towel).

Absolutely — the cabin is very popular with families. The pool is a particular hit with children. Please note that the pool has depth restrictions and children should always be supervised.

Cancel 30+ days before check-in for a full refund. Cancel 14–29 days before for a 50% refund. No refund is available within 14 days of check-in.

Date changes are subject to availability. Contact Scott directly and we'll do our best to accommodate any changes. Date changes within 14 days of check-in may incur a fee.