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.

Please also read here about Covid may affect your holiday and the importance of planning. 

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.

Please refer to our Book with Confidence Page. 

Swim Session Procedures:

  • We kindly ask that you wear a mask in reception and communal areas.
  • Up to 12 people will be allowed in the swimming pool during a pre-bookable session.
  • A pre-bookable 40 minute session commences on the hour
  • Sessions will be available from 9am until 6pm with the pool closing at 7pm.
  • You should arrive for your session promptly and be ‘swim ready’ to maximise your time in the swimming pool.
  • You will be asked to leave the pool by 40 minutes past the hour.
  • Toilets, poolside showers, lockers, changing cubicles and costume dryers will be available but hairdryers will not be provided.
  • Please note only ‘Swimming Aids’ will be allowed in the pool. No balls or inflatables are permitted.
  • We have very limited spectator space in the poolside viewing area. Social distancing should be maintained and we kindly ask that masks are worn.

Booking a Swim Session:

  • The swim session must be booked in the name of the Lead Booker and they will need to provide the Holiday Booking Reference Number.

To Cancel or Amend a sesion:

To view, amend or cancel your booking please click the ‘View Booking’ button in your email confirmation.  You can then amend or cancel your booking by clicking the ‘Ticket Options’ button next to your activity. Alternatively, please telephone 01335 300 000.

Terms & Conditions:

  • You are allowed to book enough spaces for the amount of people that are staying in your lodge including any additional babies/infants that are listed on your booking. These details will be checked when your booking is received.
  • You are allowed to pre-book up to 2 swim session for every short break (mid-week or weekend) and up to 4 sessions for every week long break. You can pre-book sessions from 2pm on your arrival day up to 11am on your departure day. Please note your check-in and check-out times when booking for arrival and departure days.
  • Staff members will verify that you have not pre-booked more sessions than allowed or booked more places than your lodge occupancy. If you have not complied with the above T&Cs we reserve the right to cancel other sessions.
  • At 7am each day, guests will be allowed to pre-book an additional session if there is space available and you do not already have a booking that day.
  • You can request on your arrival at the pool that if there is space in the following session that you would like to stay in the swimming pool for longer but this is allocated on a first come basis and is subject to availability.
  • If your preferred session is full, you can join the waiting list. This does not guarantee you a space but it will notify you by email that a space has become available.

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

If you are offered a holiday at Landal Sandybrook, especially at an apparent “discounted price” when compared to the amount that you otherwise could buy from us direct or via Hoseasons/Landal UK 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.  

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. For the latest information please click here

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.

It is with great sadness that due to the severe staff shortages that are affecting the hospitality industry across the UK, we have made the difficult decision to temporarily close the Coach House bar & restaurant at Landal Sandybrook. We have been actively trying to recruit both Chefs and Front of House staff in a very challenging jobs market but unfortunately, we now find ourselves in the position where we do not have enough staff to operate the Coach House.  Whilst we continue to try and recruit staff we will sadly have to close the Coach House from 10pm on Saturday 19th June.

Due to our location we are very fortunate that there are lots of places to eat in the local area. We are 1 mile from the market town of Ashbourne and there are also numerous country pubs within a 5 mile radius. Many local eateries also offer a takeaway service, some of which deliver to the park.

You can find a list of places to eat in the local area here.

You can find a list of takeaway options 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 

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

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, Gulliver's Kingdom, Alton Towers and Crich Tramway Museum. 

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

However, we have increased the discount our loyal customers will receive for new holidays booked with a 2021 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. 

 

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 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 dog 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 dogs of any size. Some lodges are kept dog free. Please check before you book. Dogs are charged at £30 per short break and £45 per week. No cats are allowed. 

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.

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 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.