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.

You can find our Terms and Conditions here. 

The Festive Opening Hours are:

Christmas Eve - 8:30am-6pm

Christmas Day - 10am-3pm

Boxing Day - 10am-6pm

 

New Years Eve - 8:30am-6pm

New Years Day - 10am-6pm

A 20% deposit is due at the time of booking and the full balance of your holiday must be paid for 10 weeks in advance, however you are very welcome to pay instalments between these two dates. Many people choose to pay an amount weekly or monthly. This can be done either online if you have booked via our website or over the phone by calling Reception on 01335 300 000.

We are located 1 mile from Ashbourne in the Derbyshire Dales. We are 13 miles from Matlock, 15 miles from Derby, 15 miles from Uttoxeter and 20 miles from Buxton.

Detailed directions can be found here

If you cancel your holiday more than 10 weeks before you are due to arrive then you will lose your deposit.

If you cancel your holiday less than 10 weeks before you are due to arrive then we will retain the full balance of the holiday. This is why we strongly recommend that you take out the Cancellation Guarantee Plan at the time of booking or ensure you have UK Travel Insurance.  

If it is more than 10 weeks before you are due to arrive then we are able to move your holiday subject to availability. You will be charged a £35 Administration Fee. Your balance will be adjusted according to the cost of the new holiday.

If you are due to arrive within 10 weeks then unfortunately we cannot move your holiday.

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

All discounts are automatically applied to the price shown when you check availability. However if you have stayed 3 or more times in the past 5 years you are eligible for a loyalty discount which can only be obtained by making your booking by calling Reception on 01335 300 000.

We also have a range of packages that can be added to your booking such as Champagne and Chocolates. 

Any special offers can be found here. 

Yes, you can find details of our Visitor Guide Web App and download here

There is no onsite restaurant but we are very close to the market town of Ashbourne. 

Places to eat in the local area

All pubs and restaurants in the local area are extremely busy and we recommend that you book in advance. This list is purely based on locality and is not a recommendation. Please refer to Trip Advisor for reviews. For details of local pubs and restaurants please click here

Takeaway

There are plenty of options available locally, some of which deliver to the park. Please note that this list is based purely on locality and is not a recommendation.  Please refer to Trip Advisor for reviews. For details of other places in the local area for a takeaway click here 

Sandybrook has good mobile phone reception for most service providers.

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.

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. 

Watching on demand TV

You can cast TV, Movies and Music from your mobile or tablet to the lodge TV located in the Living Room.

If your lodge has a Samsung TV you need to change the Source using the remote control to HDMI 3.

If your lodge has a Sony TV you need to change the Source using the remote control to HDMI 2.

The TV will initially load the Google logo followed by a full screen photo. It is now ready.

Netflix, IPlayer, ITV Hub, More4, Spotify, Youtube, Disney+ and BT Sport  are compatible but unfortunately you cannot use SkyGo.

Find the App on your device that you want to cast to the TV. E.g. Netfix

Locate the Casting Button.

Press the Casting Button. A pop up will appear with your Lodge Details.  Click on the Lodge Name to Connect.

The TV will now load with the relevant App displayed and it will say Ready to Cast.

Press Play on your Device to watch.       
             

Using a games console

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.  

We have 2 Electric Charging points onsite that are provide by Pod Point

The cost is 55p/KW.

The maximum stay between 8am - 8pm is 5 hours. Any cars that are parked in these spaces for longer than 5 hours during these times will incur additional charges.

Please download the Pod Point App before you arrive. 

Please be aware that we cannot guarantee the availability of the charging points onsite and you may have to find alternative charging points in the area during your holiday. 

We are very proud to have been awarded:

Visit England Quality Assessment 2023. Awarded 5 Star Gold
- Trip Advisor 2023. Certificate of Excellence.
- David Bellamy Awards 2023. GOLD.
- Green Key Accreditation 2023
- 2021 GOLD winner in the Visit Peak District and Derbyshire Awards
- 2021 Bronze in the Visit England Awards for Excellence.

Please note that this information is subject to change at very short notice and we cannot guarantee the availability of facilities and activities throughout your stay. 

Swimming Pool. The swimming pool (including the Jacuzzi and Sauna) is open daily from 8.45am - 7.45pm. (Last entry at 7pm). 

Instructor led Activities. We are offering a number of instructor led sessions for archery, crossbow and mini jet skis. Further details about instructor led activities can be found here

Toddler Play Room. The Toddler play room is open.

Games Room. The Games Room is open. 

- Guest led Activities such as mini golf, orienteering, table tennis, the woodland Trail are available.

- Outside Facilities. Guests are able to use the playground, recreation field and woodland walk.

Please note there is no restaurant onsite. 

The swimming pool (including the Jacuzzi and sauna for guests aged 16 years and over) is open daily from 08.45 - 19.30 (last entry at 19.00). Please bring your own towels. Please note the pool may close for swimming during activities. 

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

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 have been made aware of websites and social media pages that are attempting to sell holidays at Sandybrook Lodges for discounted rates. Please note that you can only book a holiday at Sandybrook Lodges either direct with ourselves by telephoning Reception on 01335 300 000, via www.sandybrook.co.uk or through Hoseasons and their accredited distribution channels. 

If you are offered a holiday at Sandybrook Lodges, especially at an apparent “discounted price” when compared to the amount that you otherwise could buy from us direct or via Hoseasons then please be aware that this will have been offered on a fraudulent basis.

Please be aware that these holidays do not exist so you are set to lose your money if you buy from these fraudulent operators.  We would hate to see any of our customers affected by fraud and to arrive onsite to be disappointed that they do not have a holiday booked with us.

Please be vigilant and if you have any concerns, please get in touch.  

Use of the swimming pool is complimentary but additional charges are made for some activities. Please see the Activities page for full details.

Yes, you can buy vouchers here

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, Matlock Farm Park, Great Britiah Car Journey, Peak Wildlife Park, Go Ape and Crich Tramway Museum. 

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

To receive the loyalty discount you must have made 3 or more direct bookings over the past 5 years. If you use the loyalty 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. 

To protect the privacy of our guests you are not allowed to fly a drone at Sandybrook Lodges unless you have written permission from the Associate Marketing Director.  To request permission please email cpovey@pinelodgeholidays.co.uk

A deposit of 20% is payable at the time of booking if your holiday has an arrival date of more than 10 weeks away. 

 

If you have booked direct on our website 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. 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. We will advise you if you are affected. 

If you will be arriving later than 8pm, please contact Reception on 01335 300 000 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

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.

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

Two dogs are allowed to stay in our pet friendly lodges. Some lodges are kept dog free. Please check before you book.

Dogs are charged at £30 per short break and £45 per week. The Willow Pet Spa is especially designed with pets in mind and has a utility room and doggy shower.  

Dogs are not allowed on the furniture. We recommend you bring your own dog towels and blankets for post muddy walk washes! 

No cats or birds are allowed. 

Please read the full Terms & Conditions of bringing a dog on holiday. 

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.

Please read the full Terms & Conditions of bringing a dog on holiday. 

Yes, cots and high chairs can be hired for £9 per short break and £12 per week. 

Please note that cots and highchairs must be ordered in advance.

IMPORTANT: Not all of the bedrooms in your chosen lodge type may be large enough to accommodate a cot. If you want to ensure that a cot will fit in your preferred bedroom then you must confirm this with Reception prior to arrival. 

Please note that there are only a couple of lodges that are capable of accommodating two cots in one bedroom. If you require two cots in one bedroom you must check whether this is possible with Reception prior to arrival. 

Please note that having a cot in any of the bedrooms will restrict access to beds, drawers and wardrobes. 

Our cots measurements are 120cm x 60cm.

Please be aware that cots are only suitable for children under 2.

You are required to bring your own cot bedding. 

If you have any further questions, please contact Reception.

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 Sandybrook Lodges 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