FAQs

This is a list of the most Frequently Asked Questions. if you don't find the answer you're looking for, please contact reception.

Advice Reviewed: 11.00am - 22/05/2020

Please be assured that our FAQs will be updated on a regular basis.  Please bear with us at this difficult time and be mindful when speaking with our staff. 

Pinelodge Holidays Ltd is a family run business that operates two holiday parks in the Derbyshire Peak District; Landal Darwin Forest near Matlock and Landal Sandybrook near Ashbourne.  Both parks are in idyllic locations and have been welcoming families on holiday for over 25 years. 

Pinelodge Holidays Ltd takes the Health and Safety of our guests, staff and the local community extremely seriously

Unfortunately Landal Darwin Forest and Landal Sandybrook have now been closed since 23rd March until at least the 4th July 2020.

New bookings will only be taken for holidays with an arrival date after the 4th July 2020.

Holidays arriving up until the 3rd July 2020

Please be assured that if you have booked a holiday at one of our parks and are due to stay with us during the closure period, we are happy for you to amend* or cancel* your booking. If you are not sure of an alternative date at the moment, we can hold the money in credit* against your account for you to use on a future booking.

Customers may request a change to the start date of their booking by up to 12 months. If you are in a position to amend, rather than cancel your booking, we would encourage you to do this as it would not only support Pinelodge Holidays Ltd but also local businesses and sustain a tourism industry in the future.

We are also anticipating that demand for UK holidays will be high so if you have a booking in one of our more popular lodge types such as a Spa or Pet friendly lodge then we would recommend amending your booking so that you can secure your preferred lodge type for the future.

Please note that our office is now closed and we have limited staffing due to self-distancing and self-isolating. Unfortunately our team cannot be contacted at home by telephone.

Please can guests who were due to stay with us on or before the 3rd July 2020 email Reception and we will contact you in arrival date order by email.

Please email reception@pinelodgeholidays.co.uk with the following details:

  • Name of Lead Booker
  • Reference Number
  • Arrival Date
  • Whether you wish to:
    • Amend your booking for a date in the future. Please state the date and lodge type you wish to amend to. You can check availability on our website. 
    • Amend your booking for a date in the future but receive a credit on your account until you know the dates you wish to amend to.
    • Cancel and receive a refund. This may take up to 28 days from processing. We will contact you within 7-10 days of your arrival date to process this.

Due to the Data Protection Act, only the named Lead Booker can discuss and amend a booking. 

Please note that we are unable to deal with any bookings made through Hoseasons and they will contact you with information in due course.  

Holidays arriving between the 4th July 2020 and the 31st August 2020

Many holidays after the 3rd July 2020 will require the full balance to be paid in the coming weeks. During this uncertain time and as a gesture of good will to our customers we have reduced the number of weeks from when your full balance is due for payment from 10 weeks to 4 weeks. 

We are sincerely hoping that the park will be opening in July and you will be able to enjoy your holiday with us, however you now have the following options:

  • Pay your full balance. If you have already paid or are due to pay your full balance 4 weeks prior to arrival your booking will be covered by our Terms & Conditions. This means that you can either; come on holiday if the park is open or be entitled to a full refund if the park is still closed due to Government travel restrictions remaining in place. Please note that if you have not paid your full balance and it is overdue, you are not covered by the T&Cs and you will not be entitled to a refund.
  • Amend your holiday. If you would prefer to amend your holiday arrival date, you are welcome to choose to do this before your full balance is due. Please check availability on our website and log your request using the procedure below. Do not make a new booking online. 
  • Cancel. If you choose not to pay your full balance or make it overdue and you have not chosen to amend your holiday, your holiday will be cancelled and you will forfeit any deposit paid. We will email you to confirm cancellation.

As a family business we are striving to do the best we can for our loyal customers and we are looking forward to welcoming you back. If you are able to do so, we would encourage you to amend your booking to a future date rather than accept a refund as this would help us at this challenging time. It would also enable you to secure the lodge type you prefer for a future holiday and give you something to look forward to.

Facilities and Activities:

Please bear in mind that the facilities and activities are currently closed. Even when travel restrictions are relaxed that allow you to come on holiday to the lodges we anticipate that due to continued Government Restrictions and Guidelines regarding the Coronavirus (Covid-19) and social distancing, that all or some of the facilities may be closed, have limited capacity or limited opening hours during your holiday. We also anticipate that some or all activities may/will be unable to take place or will have reduced capacity. We will update this information as restrictions are lifted and facilities and activities begin to operate again. You should presume that facilities and activities are not open unless specified otherwise and proceed with paying your balance, amending your holiday or cancelling your holiday with this knowledge. If facilities are not open and you booked before the 15th May 2020 a discount would be offered at the time your balance is due for payment.

Paying Your Balance

If you booked your holiday online after the 12th February 2020 you can login to your account and pay your balance online. If you made the booking before our new website was launched or via Reception a member of our team will be in touch to take the payment. 

Requesting an amend to your holiday arrival date

Please email reception@pinelodgeholidays.co.uk at least 4 weeks prior to your arrival date with the following details and we will contact you as soon as possible.  

  • Name of Lead Booker
  • Reference Number
  • Arrival Date
  • Telephone Number
  • Preferred alternative travel date

We will be rearranging holidays in order of arrival date and ask for your patience at this difficult time.

Please be assured that we are monitoring the situation on a daily basis and we will be providing regular updates that will be posted on the FAQs section of our websites. 

Future Holidays

We would encourage you to start planning your future holidays and book your next family holiday with a family business you can trust. You can be assured that we take the Health and Safety of our staff and guests extremely seriously and we have rigorous hygiene and cleanliness standards.

We have also relaxed our T&Cs for balance payments.

For holidays arriving between the 4th July and the 31st August your balance will now be due 4 weeks prior to arrival.

For holidays arriving between the 1st September 2020 and the 30th September your balance will now be due 6 weeks prior to arrival.

For holidays arriving after the 1st October 2020 your balance will be due 10 weeks prior to arrival as per the standard T&Cs.

We would like to take this opportunity to thank you for your support during this difficult time and we look forward to welcoming you and your family on holiday in the future.

Best Wishes, 

Nick and Lyndsey Grayson
Owners of Landal Darwin Forest & Landal Sandybrook 

*T&Cs: For amended holidays, if the cost of your new holiday is lower, then we will refund the difference and if the cost is higher, you will need to pay the difference.  At this point in time, refunds will only be given for holidays up until the 3rd July 2020 whilst the park is closed and these will be processed in arrival date order. Refunds may take up to 28 days from processing. Guests who have previously taken out the Cancellation Guarantee Plan (CGP) at the time of booking and can provide the necessary evidence can still obtain a refund outside of the closure dates (with evidence).

The credit note is valid until the 31st December 2020 to allow you some additional time to decide on your new travel dates. You can amend your travel dates by up to 12 months from your original holiday date.

Guests who book direct through this website can be reassured that if their holiday is affected by a park closure, then they can either receive a full refund, a credit note or amend their booking to a future date. Book with confidence with a family business you can trust. 

We would encourage you to start planning your future holidays as we anticipate demand for UK holidays will be high. You can be assured that we take the Health and Safety of our staff and guests extremely seriously and we have rigorous hygiene and cleanliness standards.

Before booking we would advise you to read the FAQ regarding facilities and activities. 

We have also relaxed our T&Cs for balance payments.

For holidays arriving between the 4th July and the 31st August your balance will now be due 4 weeks prior to arrival.

For holidays arriving between the 1st September 2020 and the 30th September your balance will now be due 6 weeks prior to arrival.

For holidays arriving after the 1st October 2020 your balance will be due 10 weeks prior to arrival as per the standard T&Cs.

The facilities and activities are currently closed but are usually available all year round. Even when travel restrictions are relaxed that allow you to come on holiday to the lodges we anticipate that due to continued Government Restrictions and Guidelines regarding the Coronavirus (Covid-19) and social distancing, that all or some of the facilities may be closed or have limited capacity or opening hours during your holiday. We also anticipate that some or all Activities will be unable to take place or will have reduced capacity. We will update this information as restrictions are lifted and facilities and activities begin to operate again. You should presume that Facilities and Activities are not open unless specified otherwise.  

We offer short breaks from Monday - Friday (4 nights), Friday - Monday (3 nights) or 7, 10 or 14 nights. 

2 night breaks may be available very last minute but these can only be booked by calling Reception.

We do not offer 1 night stays. 

A deposit of 20% is payable at the time of booking if your holiday has an arrival date of more than 10 weeks away. The full balance is usually due 10 weeks prior to arrival but we have currently relaxed our T&Cs for balance payments.

For holidays arriving between the 4th July and the 31st August your balance will now be due 4 weeks prior to arrival.

For holidays arriving between the 1st September 2020 and the 30th September your balance will now be due 6 weeks prior to arrival.

For holidays arriving after the 1st October 2020 your balance will be due 10 weeks prior to arrival as per the standard T&Cs.

 

Your balance is usually due 10 weeks before arrival however our terms are currently changed for holidays up until the 31st August (4 weeks) and holidays in Sepember (6 weeks)

If you have booked online you can pay your balance by logging into your account.  

You can also pay over the phone by debit or credit card by telephoning 01335 300 000.

Alternatively you can pay by BACS. Please quote your reference number on all correspondence. 

Your lodge will be ready from 4pm on the day of arrival but you are welcome to arrive earlier and use the facilities onsite. Your lodge should be vacated by 10am on the day of departure but again you are welcome to stay onsite. Please note that the Vista Spa and Willow Spa lodges benefit from an early 2pm check-in and a late 11am check out. 

Yes, you can find the Park Map here and have a virtual tour of the park here

Landal Sandybrook is still owned and operated by the Grayson family with their award winning team but it is now a UK partner of the iconic European brand, Landal GreenParks. Landal GreenParks is renowned for its levels of customer service at its holiday parks within Europe and we are very proud to be chosen as the first Landal GreenPark in the UK, a sister company of Hoseasons.

What to expect from a Landal Sandybrook and Landal GreenParks holiday:

Hostmanship: Fantastic Customer Service, Going the extra mile as standard, Branded uniforms and items.

Nature: Fun outdoor activities, Eco-awareness, Get back to nature with stunning surroundings.

Local: Locally produced items for sale, On park local experts, An abundance of local attractions.

Family: Shared activities, Ideal for small groups or larger parties, Things to do for all ages and abilities.

Our team are looking forward to welcoming you to the Peak District National Park and helping you to make the most of your holiday.

Our sister site Landal Darwin Forest was the first UK park to join the Landal team.

If you want to make a group booking or reserve more than one lodge then please call Reception on 01629 732428. By booking direct with Reception we can ensure that your group is allocated lodges close together. 

You can find a lodge Inventory here

All bed linen and towels are provided, with the exception of linen for cots. Beds are made up for your arrival. You may wish to provide your own towels for use in the swimming pool or if you have a Spa lodge. We provide washing-up liquid and a dish-washing cloth (as well as dishwasher tablets where appropriate). Irons and hairdryers are also provided. A selection of the latest films can be rented on DVD.

Yes, if you book direct you can choose which lodge number or area of the park you stay in. This is subject to availability. Please telephone Reception on 01335 300 000. 

Yes. All lodges have their own parking space. All lodges have one parking space but some do have two spaces. Additional vehicles should be left in the main car parks.

The park is located on a hillside. Those with mobility difficulties may prefer to request a lodge close to Reception. We do also have an accessible lodge. Please refer to our Accessibility Statement

Landal Sandybrook has good mobile phone reception for most service providers.

We are happy to provide free Wi-Fi and we have a capacity that is considered sufficient to cater for reasonable use by our guests. However, please be considerate of other guests and avoid excessive use including the rapid downloading of movies.

All lodges have Wi-Fi access which should provide a suitable connection for every lodge, given that we are in a rural location. This is a complimentary service to provide basic internet browsing for leisure purposes. This is normally a reliable service but being a free shared connection across the park, we can’t guarantee the levels of service, availability, quality or bandwidth etc for individual lodges.   

High bandwidth applications such as movies, downloads etc are restricted to maintain the overall quality of the service provided. You may not get as fast a connection as you get at home as many people may be sharing the connection simultaneously. The service should be good enough for general internet browsing.

Please note that our Wi-Fi distribution system requires a user to register. This is completed via a device’s web browser and as such has proven to work well with computers, tablet and mobile phones.  Certain devices including internet enabled games consoles do not facilitate a Wi-Fi connection in this recognised manner and are therefore not compatible with the park’s Wi-Fi network.

The majority of the Wi-Fi connection problems our guests experience relate to the setup of the individual’s devices, rather than the quality of the Wi-Fi connection we provide. Please contact reception if you experience significant problems and one of our maintenance team will try and assist you.

Under the tab 'Lodges', a description of each bath/shower room configuration is given. Most baths have showers over them to provide greater flexibility.

Just one pet is normally allowed in the designated pet friendly lodges, although two small ones may be allowed by arrangement. The Willow Exclusive Spa Lodge excepts two pets of any size. Some lodges are kept pet free. Please check before you book. Pets are charged at £30 per short break and £45 per week.

There is a small woodland walk onsite in which to walk dogs, but please keep them on a lead at all times and clean up any fouling. Special bins are provided by the woodland walk. We are also only 5 minutes from the Tissington Trail and close to many of the Peak District's stunning walks.

Use of the swimming pool is complimentary but additional charges are made for mini golf and Go Active sessions. Please see the Activities page for full details.

Yes, our activities are extremely popular so we would recommend that you book in advance by telephoning Reception on 01335 300 000 or booking online.

We recommend that you book a table in advance at the Coach House to avoid disappointment. Please note that if you are part of a large group we advise that you book tables at the restaurant in advance to ensure that you can be catered for together and to avoid disappointment. All our food is cooked to order using locally sourced fresh ingredients and there may be a wait whilst our chef prepares your meal. To book a table telephone: 01335 343435.

Yes, we work with a number of fantastic local attractions and sell discounted tickets or provide discount vouchers to our guests. These include Chatsworth House, Haddon Hall, Heights of Abraham, Gulliver's Kingdom, Alton Towers and Crich Tramway Museum. 

Yes, cots and high chairs can be hired for £9 per short break and £12 per week. You are required to bring your own cot bedding.

Yes, BBQs are available to hire from Reception for a £10 refundable deposit.

All 3 and 4 bedroom lodges and the Vista Exclusive 2 Spa include a washing machine. There is also a small laundrey. Irons and ironing boards are provided for our guests in all lodges. 

At Landal Sandybrook we sell milk and a range of confectionery. We will also collect a newspaper for you if it is pre-ordered. A selection of shops and supermarkets are located in Ashbourne. Please contact Reception for your lodge number should you wish to have your groceries delivered. Please state your lodge number and the name the booking was made under on the delivery details. If you are booking a delivery for the day of arrival please specify a delivery time of between 4.30pm and 8pm.

All job vacancies can be found here

To apply for a media stay please complete the following application form

You can find out more about our Cancellation Guarantee Plan here. 

You can find our Terms and Conditions here.