COVID-19 Holiday Information for existing and future bookings

Advice Reviewed: 14.00 - 23/06/2020

Please be assured that our Covid-19 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. We will reopen on Friday 10th July 2020.

New bookings will only be taken for holidays with an arrival date from the 10th July 2020.

Holidays arriving up until the 9th 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 9th 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 10th July 2020 and the 31st August 2020

Many holidays after the 9th 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 3 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 3 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 the 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 3 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 10th July and the 31st August your balance will now be due 3 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 9th 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.

Further COVID-19 Information

- How your holiday is affected

- Book with confidence

- COVID Safety Processes

- How COVID affects Facilities and Activities