Frequently asked questions

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 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.

Why have I 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.