Terms of Use


FAQ'S

  • How do I pay my remaining balance - A member of the team will call you 14 days before your stay to take payment, if your booking is made 14 days before arrival the team will contact you. The best way to contact the team is to use the guest app that was sent via email confirmation on booking, here you can send a message to request payment be taken from the payment card. Please be advised if you booked via an external website i.e booking.com/ Airbnb etc they will handle the full payment. 
  • Do all lodges have hot tubs - Yes all lodges at both sites have hot tubs for the sole use of the guest at each lodge.
  • Are all lodges pet-friendly - No, however, we do have a wide range that is (£20.00 per pet) this can be found on the lodge description.
  • I have not received my security deposit back - NHL uses a third-party company called charge automation, the security deposit is released after check out once the lodge has been inspected. it can take up to 10 working days for this to be realised. Please be advised the transaction will disappear as the security deposit is held as authorization rather than a transaction and does not leave your account. 
  • What time is check-in - Check-in is between 4 pm & 6 pm, if you feel that you will arrive after this time, please contact the main office on 01759 306686 ex 4 
  • Can I check out late - We have a limited of late check out's we can facilitate on each day, £20 allows you to check out at 1 pm (check out is between 9 am-10 am) please contact the team to ask if this available for your stay. 
  • Will I receive welcome details - Yes, you will receive them via your booking app smoobu and we will also try to make contact via phone up to 24 hrs before arrival. 
  • I have not received my booking confirmation - All confirmation is sent out automatic, if this does not happen please get in touch and we will be able to assist. 
  • Do all lodges have WIFI - Yes (some lodges have a small charge) during your stay if you have any issues, the service provider sigma will be able to assist, the number to call will be found on the main router. 
  • Are the park's disabled-friendly - Yes both parks are disabled friendly, we have one unit that has ramp access, please contact the team to check availability.
  • What facilities do you have onsite - At Allerthorpe we have an onsite bar and restaurant and golf course, they are both ran separate please see attached links to contact. https://www.simplyjjs.com/ https://www.facebook.com/allerthorpegolfcourse/







Test and trace Following Government guidelines, we are legally required to record all guests aged 16 years and over visiting our park as well as our facilities, for NHS test and trace purposes. Your arrival at NHL STAYCATIONS  Before you arrive please complete the online check-in form. This includes all guests aged 16 years and over. We are legally required to record all guests aged 16 and over via the NHS test and trace app. Please don’t worry, the process is very simple and can be done using the NHS Test and Trace app. Upon arrival, simply download the NHS Test & Trace app (If you don't already have it). All holidaymakers will be required to scan in with the app using the QR code provided.


CORONAVIRUS NOTICE: For future bookings, we will offer a full refund ( if you have our own covid insurance and has been paid for ) or postponement if government regulations prevent the holiday from proceeding due to Coronavirus restrictions. We will keep the evolving situation under close review. If the lead address on a booking is impacted by a government travel restriction whereby you are unable to travel to us we are happy to hold any money paid as a credit against another stay within 12 months of your arrival date, we ask that you contact us as soon as possible, but this must be within 72 hours of the relevant restriction being announced. If part of your party is impacted by a government travel restriction, we will, subject to availability, offer a smaller property and the remaining balance as a credit to be used against another break. If you believe that a member of your party will be unable to stay with us then please contact us as soon as possible, but this must be within 72 hours of the relevant restriction being announced. Please note that we may request details of the relevant restriction and proof of name and address, such as a driving license or utility bill. If any of your group has tested positive for Coronavirus, is waiting for results, or are required to isolate by UK Test & Trace at the time you are due to stay, we will hold the money paid as a credit against another stay at NHL STAYCATIONS within 12 months of your arrival date. Please note that we may request proof of testing, positive diagnosis, or a requirement to isolate. If we are closed due to a government travel restriction nationally or in our area whereby you cannot travel to us you will be offered a credit for a future stay within 12 months of your arrival date or a full refund, whichever you would prefer. For all arrivals, it is important that you keep up to date with the latest government advice and COVID-19 regulations for both your home and our location and understand what these mean for your personal circumstances and your stay with us. We will assume that when arriving on holiday you and the whole of your party are complying with all COVID-19 regulations that apply, If we consider that you may be contravening guidelines our staff may question you as is our responsibility by law.


As we act only as agents for the owner, we cannot accept any legal responsibility for any act or neglect on their part. Nor can we accept any liability for any problems or faults with or in any property. Your contract is with the owner. Our responsibilities to you are to making the booking in accordance with your instructions and acting as a host between yourself and the owner during your stay. We accept no responsibility for any information about the property that we pass on to you in good faith. We are not responsible for services provided or supplied by third parties. In particular, we cannot be held responsible for the breakdown of equipment such as boilers, Hot tubs, nor for the failure of public utilities such as water, gas, and electricity. We have no liability if local attractions or amenities are not open during your booking. You and all members of your party agree: To keep the property clean and tidy; To leave the property in a similar condition as you found it when you arrived; To behave in a way at all times while at the property or elsewhere around the park which does not break any law; To make no noise between the hours of 11 pm and 7 am; Not to use the property for any illegal or commercial purpose; Not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on behalf of the owner as a member of your party; Not while at the property to spoil the enjoyment, comfort or health of other guests, neighbours, or members of staff; Not, while at the property, to behave in an anti-social manner, be abusive to staff or other guests, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.



The security deposit that we hold will be realised automatically back into your account 7 days after you accept the link, it will take up to 10 days for your bank to realise the funds back into your account. the lodge will be inspected after your departure and we will be in touch if we need to hold the deposit for any damages



Please be advised that Our Parks are located in the countryside and sometimes animals will be seen in and around the parks, this is their natural habitat.



Please see below our terms and conditions Unfortunately if your cancellation ( from original booking only)  is more than 31 days prior to your arrival date then you will forfeit the deposit you have paid. Cancellations made between 31-15 days prior to arrival will incur a cancellation fee of 50% of the total cost of the booking and when cancelling within 14 days prior to arrival will incur a cancellation fee to the full cost of your booking. If your booking is moved to a different date from your original booking, you wavier your right to a refund. The address is Allerthorpe Golf & Country Park Allerthorpe, York YO42 4RL Wi-fi Passwords for Lodges at Allerthorpe will be in your Lodge. 1b. Beds will be freshly made and one towel per guest will be provided. Please bring spares if you wish to use the hot tub. 1c. No toiletries are provided please bring your own, in your lodge, we will provide 1 toilet roll per bathroom only if any more are required these will need to be provided by yourself. 1d. Only one car is permitted to park at the lodge. If your party has more than one vehicle they can use the carpark at reception free of charge. Please do not park on the grass use the driveway next to the lodge. 1e. All furniture, decoration, equipment, utensils, and cutlery used must be left clean. All rubbish should be placed in the bin liners provided, there is a bin store located at the top of the Malton park and another one located at the entrance to Orchard, for Allerthorpe the bin store is located at the roundabout on Oakmont Drive and the entrance of Portrush road. If deemed by the management that the lodge requires more cleaning than usually expected then an additional cleaning charge of £35 per hour will be charged to the card provided on booking. All bedding must be stripped prior to your departure and left at the end of the bed or in the laundry bag provided and towels left in the bath. 1f. In the kitchen, you will find all appliances, crockery, cutlery, and cooking utensils that you should need during your stay. Any damage or breakages MUST be reported to management with immediate effect. We understand accidents happen however if there not reported then the complete security deposit will be withheld. 1g. We operate a strict No Smoking Policy. And a no DRUG policy on site. We ask guests to use the smoking outside the lodge if provided. Please DO NOT smoke in the hot tub. If the management finds evidence of smoking within the lodge, during your stay, or after, then they reserve the right to have you removed from the lodge with immediate effect and/or fined £200. Smoking inside the lodge voids our insurance policy. 1h. You are required to list below the number of guests staying in the lodge and their names. Additional guests who are not on the booking reservation are not permitted in the lodges without prior agreement. Should it be known that there have been guests in the property above how many were on the reservation, we will charge £50 per person per night. 1i. Hot tubs are pre-set at 38c. Should you require them colder please speak to management. A full user guide for the hot tubs can be found within the welcome booklet. The cost of any damage to the hot tub will be deducted from your security deposit. Besides the hot tub, you will see a copy of the rules and regulations. If misuse results in the hot tub needing to be drained down the full security deposit will be withheld. Our staff will need to check the hot tubs daily and therefore will access the decking area / hot tub area. Management reserve the right to enter any lodge if deemed necessary. NHL STAYCATIONS are not responsible for the mechanical operations of the hot tub. Should any issues arise during your stay we will endeavour to have them fix during your stay. NHL STAYCATIONS are not responsible to issue refunds should hot tubs have technical problems during your stay. 1j. A security deposit of £200.00 will be taken over the phone prior to your arrival, the security deposit will be refunded after we have checked the condition of the lodge, the contents, and the Hot Tub. This will be within 2 – 7 days of departure. 1k. Upon booking £60.00 deposit of the total stay will be paid, this is NON - REFUNDABLE. The remaining balance must be paid 31 days prior to arrival. Once full payment has been made within 14 days prior it is then NON -REFUNDABLE but dates can be changed if required. 1l. Guests are reminded to close and where possible lock all doors and windows when leaving the lodge. Please switch off lights and turn the central heating off when leaving. Do not have the central heating running when windows are left open as this runs gas bottles down. 1m. Guests are issued with keys and a fob to operate the barrier. Should the fob be lost or damaged then a charge of £45.00 to replace it will be charged. Lost or damaged keys require us to change the locks for the complete lodge, £200will be withheld from your security deposit in this case. 1n. Please respect others in the park. When using the hot tub or outside space please follow the park rules of minimum noise after 11 pm, always remember that in the countryside noise does travel a lot further. The lodge will have plastic wine glasses and tumblers provided for when using in the hot tub. If the management observes you breaking these rules then they reserve the right to have your stay terminated. 1o. Check-in time is 16.00 Sharp unless agreed otherwise by Northern Holiday Lodges before your arrival, We ask guests to inform us of an approximate arrival time to ensure there is someone to meet them at reception, please note that lodges will only be available before 16.00 if agreed otherwise by NHL STAYCATIONS. Check-out is between 9 am/10 am. should a guest go over this allotted time then the management has a right to withhold £20 for every 30 minutes passed until the keys are handed into the office. Guests have an option to upgrade to a late checkout time of 13.00 for £20. This must be paid no later than check-in. 1p. Under no circumstances can barbecues of any nature be lit on the park. Our insurance does not permit open flames on the decking or surrounding area. Should management observe this happening then we will terminate your stay with immediate effect. Management has the right to terminate the booking without refund during the stay should any of the rules be broken or they have reasonable grounds to believe that the guests are bringing the park into disrepute. Should the police be called to the park we will terminate your stay with immediate effect and without refund. In line with the new data protection legislation, we do not hold any of your details after your stay unless you give permission to do so. If you have urgent maintenance required during your stay please contact 0773419979, please note this is for urgent maintenance only any other issues please contact our main office on 01759 306686 option 4 Hot Tub Safety Rules Shower with soap and water and remove any fake tan, body cream and deodorants before you enter the hot tub. Only wear recognized swimwear. Enter and exit the hot tub slowly. Do not jump or dive into the hot tub. Do not bring glass or ceramics anywhere near the hot tub. Do not consume food whilst in the hot tub. Do not use narcotics or medications. Elderly persons must consult a doctor before use. Pregnant women should consult a doctor before use. Children must be supervised by an adult at all times. Limit your soak to 15 minutes and cool off before re-entry. Anyone with heart disease, diabetes, high or low blood pressure, or any serious illness should consult a doctor before using the hot tub. Please turn off high jets after use. Please replace the hot tub cover after use. This prevents any loss of water temperature, or dust and debris accessing the tub. Please do not sit, stand or lay on the cover. Please note that your full security deposit will be withheld if the hot tub needs to be drained down.