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.

We have been awarded the Visit Britain 'We're Good to Go' industry standard in recognition that we have confirmed that we are following Government and industry COVID-19 guidelines, ensuring processes are in place to maintain cleanliness and aid social/physical distancing.

If you would like to make a future booking, we have a 'Book with Confidence' promise.

If your holiday has been affected by the closure or you want to see how a future hoiday is currently impacted by COVID-19 and Government Guidelines, you can find out more about your options here. 

If you have booked a holiday for more than 6 guests you can find out more and what to do following the change in the law here

You can also find out more about our COVID Safety Processes and how COVID -19 affects the opening and availability of our facilities and activities

Book with Confidence - Our Promise to you. 

Guests who book direct via www.sandybrook.co.uk or via reception@pinelodgeholidays.co.uk can be reassured that they are booking their holiday with an established family business they can trust. If the park is closed due to COVID-19 and your holiday cannot take place, then you can either receive a full refund*, a credit note* or amend* your booking to a future date. 

In addition to this, if you have already paid your full balance and you or a member of your party cannot travel at the time your holiday is due to take place because of UK government public health measures* then you can also receive a full refund*, a credit note* or amend* your booking to a future date.

We have also revised our payment terms so balances are now due 3 weeks prior for holidays up until the 31st August and 6 weeks prior for holidays up until the 30th September. This enables guests to make a more informed choice about whether they still wish to come on holiday based on current Government Guidelines and availability of facilities* and activities. If you decide you would rather postpone your holiday to a later date before your full balance is due, you can transfer your deposit payment* to a future holiday within 12 months of your original arrival date. 

 

*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. 

We ask that requests to cancel your holiday due to UK Government public health restrictions be provided at least 72 hours before your arrival date. Evidence that you or a member of your party are unable to travel due to UK government public health measures must be provided before your cancellation or amend is processed.

The credit note for the full value or the deposit 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.

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

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

Refunds may take up to 28 days for processing.

 

 

 

Most of the facilities and activities are currently closed but are usually available all year round. We anticipate that due to continued Government Restrictions and Guidelines regarding the Coronavirus (Covid-19) and social distancing, that some of the facilities may be closed or have limited capacity or opening hours during your holiday. We also anticipate that some of our 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.

The following are currently available. 

- Coach House bar & Restaurant will be open for drinks and meals but opening times are still to be confirmed. They will offer table service inside and outside as well as a takeaway option. You will be required to pre-book your table and we are currently developing an App to allow online orders and payment. Details will be made available as soon as possible. 

- Instructor led Activities will be run on a very limited capacity and will differ from our usual programme. Further details about instructor led activities will be available soon. 

- Guest led Activities such as mini golf will be available.

- Guests will be able to use the playground and woodland walk.  

All other facilities including the swimming pool and toddler play room remain closed.

Yes, customers who have booked direct with the park on 3 or more occasions will receive a 5% discount. 

However, to welcome you back after our closure and give you something to look forward to, we have increased the discount our loyal customers will receive for holidays booked by the 30th September 2020 with a 2020 arrival date. You will now receive 10% off your holiday as a thank you for your support of our family business over the years. Please put LOYALTY10 in the special offer code box on the website or in the subject header is booking via reception@pinelodgeholidays.co.uk.

To receive the loyalty discount you must have made 3 or more direct bookings over the past 5 years. If you use the code and you are ineligible then the discount will be removed and/or the holiday cancelled. This is a new offer and cannot be applied to existing bookings. It can only be used to book one lodge per arrival date. The offer can be withdrawn at any time. 

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 up until the 19th December your balance will now be due 3 weeks prior to arrival.

For holidays arriving for our Festive breaks your balance will now be due 6 weeks prior to arrival.

For 2021 holidays 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 have currently changed for holidays up until the 30th November it is now due 3 weeks prior and in December it is now due 6 weeks prior.

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 should be ready from 4pm but in this current climate it is not guaranteed. On the day of arrival we ask that you do not arrive onsite until after 2pm unless you have pre-booked the facilities or activities onsite. You can find out more about the facilities on our website. Your lodge should be vacated by 10am on the day of departure. The Willow Exclusive and Vista Exclusive Spa lodges benefit from an early 2pm check-in. 

Please note that if a fault has been found in your lodge during the change over day your check-in time may be delayed. Due to the Government Guidelines regarding social distancing our maintenance teams and housekeeping teams will not be allowed in the lodge at the same time. This means that any work required will take longer than usual and this could delay your check-in time. If you are affected by a late check-in because of this, please be understanding with our staff as the Health and Safety of guests and staff must always be our priority. 

If you will be arriving later than 8pm, please contact Reception on 01629 732428 so that we can advise you of our late check-in procedure.

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.

Wi-Fi Information

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.

All lodges have Wi-Fi access which should provide a suitable connection for every lodge. This is a complimentary service to provide 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.   You may not get as fast a connection as you get at home as many people may be sharing the connection simultaneously.

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.

Using a games console or watching on-demand TV

High bandwidth downloads are restricted via the general Wi-Fi to maintain the overall quality of the service provided.

If you would like to use an internet enabled games console or connect to a laptop to download or stream, you will need to connect to the lodge router using an Ethernet cable and connect a HDMI cable from your device to the TV. If you do not have access to these cables we have a limited number available to hire from reception for a £10 refundable deposit per cable.  By connecting to the internet in this manner you should be able to access Netflix and other on-demand TV services. Unfortunately, Amazon Firesticks or similar USB dongles are not compatible.

Need Help?

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. Please note that you should only be required to register once. Please click ‘Done’ if this page appears again. 

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 5.00pm and 7.45pm.

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.