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Frequently Asked Questions
Payments
- Can I use a debit card for my booking?
Yes, you can always use the debit card to pay the deposit on booking. You may also be able to use a debit card to pay the balance - please check the 'Policies' tab of the listing page for more details. You can also find out the cards accepted at the site in the 'Policies' tab.
- How do I book a pitch without a card?
Unfortunately a card is required for most bookings on Pitchup.com However, for listings whose balance is payable on arrival, we also accept PayPal.
- I need to change the card payment details for my booking before the balance due date. How can I do this?
If your booking confirmation states that your balance will be taken on a specific date and you want to pay by a different payment method (for example if your card has expired), you must contact the campsite or holiday park direct. Contact details are provided in your confirmation email.
They will be able to cancel the payment and take payment via the new method. Alternative payment methods available for the campsite or park are shown in your confirmation email. Please note that card payment may not always be possible.
For bookings that do not state that your balance will be taken on a specific date, your card details are not passed to the campsite or park, and the balance payment process would be unaffected.
- Can I pay with Maestro?
Yes. Select the PayPal option on our booking page, then choose 'Pay with a debit or credit card' after reaching the PayPal site. Please note this option is available only for listings taking the balance on arrival.
- Can I pay in a foreign currency?
Although prices can be converted into difference currencies on our site, payment is normally taken in the currency you will be visiting.
However, for listings with the balance payable on arrival, you can use PayPal to pay in a different currency.
Choose the PayPal option on our booking page, then choose 'Pay with a debit or credit card' after reaching the PayPal site.
- Does the holiday park or campsite need a prepayment or deposit?
Pitchup.com will always take 15% deposit on booking, whatever the payment terms are for the site/park you have booked. You will not be asked to pay a further deposit to the site/park.
Depending on the site/park payment terms, the remaining balance payment will either be taken immediately, debited from your payment card automatically at a later date (specified on your booking form and booking confirmation email) or you will be required to pay the rest of the balance payment upon arrival on site.
Payment terms vary according to the individual site: please visit the 'Policies' tab on your chosen site's page or browse to the booking form to confirm exact payment amounts and timeframes. This information will also be provided when you book and in your confirmation email.
- Why do I need to give my card details?
We need a valid card or PayPal account to bill you for the deposit on your holiday.
If the site you have booked with is signed up to our full payment system, the card you use on the booking page is the card that will be automatically debited for the rest of the balance payment on the 'due date' stated.
Please note that the card details themselves won't be passed to the holiday park or campsite owner and information on balance payment is in your confirmation email or the "Policies" section of the site's listing page on Pitchup.com.
Reviews
- Can I edit a review?
Unfortunately it's not possible to edit a review after it has been submitted.
- What are your “official ratings” and “Customer ratings” for campsites and parks based upon?
Some holiday parks and campsites are accredited with star ratings from the local tourist board - these ratings are marked as "official rating" in the campsite page. The Customer rating is the average overall rating awarded to the site in reviews submitted by Pitchup.com users.
- Can I submit a review?
Yes, we’d love to hear about your experiences - your reviews, ratings and photos help us provide an impartial view of the accommodation listed on Pitchup.com. If you are a holidaymaker (not a permanent resident) who has visited and stayed on a Pitchup.com-listed campsite or holiday park, you are permitted to leave a review on our website.
If you booked through Pitchup.com, we'll contact you two days after your departure date inviting you to leave a review of the site you stayed at with a link to add a review. If you didn't book through Pitchup.com, search for the site that you stayed at and add a review via the 'Reviews' tab by clicking the grey ‘Review this site and win a £250 Amazon voucher!’ button. If you're not already a Pitchup.com user, you'll need to go through a short registration process to do this.
When adding your review, you can also submit your photos of the site and these will be published in the main gallery.
Please note that site managers can opt to receive notifications of new reviews, and may dispute the content of your review if it is factually incorrect, from a suspected fictitious guest or personally insulting. If this happens, your review will be removed from the website pending our investigation. Pitchup.com advises reviewers to keep photographic evidence if a review contains allegations which may be serious enough to prompt legal action. We reserve the right to remove any content if we believe that a breach of our terms and conditions has occurred.
To see how to review the Pitchup.com service you have received, see here.
- Where is my review? I can't find it on the site
Generally, reviews are published straight away, but there may be a short delay before the review appears. Please note that reviews are published in stay order, rather than by date of submission.
Site owners have the option to receive alerts of new reviews after submission, and may object to a review if it is fictitious, personally insulting or factually incorrect. Reviews which have been disputed are suspended while being investigated by our team who will decide whether the review will be restored. Groups of guests may only submit one review per group booking - ie you may add one unique and independent review to represent your group's experience at the site/park.
A manager can leave a comment in response to any review and we encourage them to respond to all feedback, positive and negative, so potential customers can see how problems and suggestions are dealt with when they arise. Please ensure you follow the guidelines specified by Pitchup.com when leaving your review to avoid the need for site/park managers to use the dispute tool.
Please note that the Pitchup.com review system is a tool for guests to leave their comments regarding the site/park they have stayed at as a holiday destination, and the facilities and services offered and experienced there. While Pitchup.com offers reviewers the chance to score a 'Customer service' rating for a site/park alongside their review comments, personal issues or disagreements with site management and complaints should be taken up with the site direct so this can be addressed by them. Any review that does not comply with the Pitchup.com guidelines will be removed. If you have experienced any problems with your Pitchup.com booking, please contact Pitchup.com using the contact details provided in your booking confirmation email.
Pitchup.com advises reviewers to keep photographic evidence if a review contains allegations which may be serious enough to prompt legal action.
Due to the high number of reviews and dispute requests received during our busiest times, reviews may be down for a short period while we look into the reasons for the manager’s dispute.
General
- How do I contact you with other questions?
We’re very happy to answer any other questions or comments – please use our contact form. You can also send us problems with the site or ideas for how to improve via our feedback form.
- How can I search for holiday parks and campsites?
We've tried hard to make it easy for you to narrow down your search for sites while keeping our search as comprehensive as possible.
Simply enter a location, postcode or campsite/holiday park name in any search box, click the accommodation type(s) you're interested in, and run the search. If you know the dates of your stay, enter these to find sites which have availability for the time you plan to take your trip. If your dates are flexible, leave your date selection clear. Tick the ‘Book on Pitchup.com’ filter to ensure you find a site/park that’s easy to book through us.
Alternatively, visit the ‘Destinations’ tab or use our ‘Inspiration’ pages to find ideas about where to take your next holiday.
You can narrow down your results on our search page using filters for accommodation type, location and over 80 criteria, and even run multiple search at once. For example, if you're looking for a site in the South West with wifi and dogs allowed, try this search.
- How does the ‘Add to TomTom’ button work?
Simply click the button in order to automatically add the location of the site to your TomTom satnav. Note that in order to use this feature, you need to have the appropriate TomTom software installed on your machine.
- I have a complaint - who should I contact?
As a booking agent, Pitchup.com hopes that the photos and reviews provided for each listing help to give prospective guests an insight into the site they are booking. However, we do not quality assure or cherry pick our partners and as such, complaints about your experience on site or about the standard of the facilities must be directed to the campsite/holiday park directly by using the contact details provided in your booking confirmation email.
If the facilities advertised on the Pitchup.com listing were not available or if you were charged more for any service or facility than was stated on our website, please let us know and we will contact the site to investigate the issue.
If you noticed incorrect details provided for a listing on Pitchup.com, please use the "Report a problem" button on the campsite/park listing page. Please note, we won't be able to contact you regarding these flags.
- What will you do with the personal details that I give you?
Pitchup.com is a registered data collector with the Information Commissioner's Office and takes great care over your personal information. Please visit our privacy policy for more details.
- Where can I find specialist sites - adults only / dog friendly / students allowed / campfires allowed etc.?
Visit the 'What are you looking for?' box on our homepage to find links to specialist searches - from adult only to dogs allowed.
Alternatively, use the 'filter by feature' section on any of our search pages to narrow down your results to show only those sites with the features you want. For example:
- The 'rules' set of features for campfires allowed, dogs allowed, adults only, etc.
- 'Groups welcome' for student groups welcome, motorcycle friendly, etc.
- 'Amenities on site' for disabled facilities, etc.
If you're undecided and would like to read a bit more about different types of camping and caravanning, try our inspiration section for articles on everything from camping at Christmas to sustainable tourism.
- Who is Pitchup.com Ltd?
Pitchup.com is the trading name of Pitchup.com Ltd. We are based at The Light Box, 111 Power Road, Chiswick, W4 4PY and registered in England and Wales at 13 Princeton Court, 53-55 Felsham Road, SW15 1AZ.
- How can I search for a campsite near an event or festival that I would like to go to?
To use our festival search, simply start typing the festival's name into the main search box on the homepage. Select the festival you're interested in and you'll be taken to a page showing all the sites within a 30-mile radius. If you wish, you can change the radius of the search and filter your results by facility, nearby attractions, type of accommodation and location.
If you would like us to add a festival, please contact us with your request.
- How can I unsubscribe from your mailing list?
To unsubscribe from our mailings, please follow the unsubscription instructions at the base of our emails.
- How many dogs can I take?
Each site has its own rules on dogs and how many are permitted. Visit the listing page for the site you're interested in, then click on the pitch type you'd like to book in the lower part of the screen.
The number of dogs allowed will be shown in the 'extras' section on the left-hand side ("X max." or "unlimited") and there may be a question mark containing more information. Also check the description just above. Please be aware that some campsites will include dogs free of charge, for others there’s a small additional charge.
Visit the 'Policies' tab which may contain further restrictions on dogs, such as the type of dogs allowed/not allowed. Many campsites will not allow dogs listed on the Dangerous Dogs Act and these vary depending on country. Please check the country specifications before making your booking. - Where can I find offers on the site?
You can find special offers and discounts by clicking the blue 'Top offers' tab under the search box on the home page, or you can select the 'Offers' tab on the home page to view the offers available at selected campsites and holiday parks. On the 'Offers' tab, you will be able to filter the available offers by various options such as discount amount, dates, and pitch/accommodation type.
If you view a campsite/holiday park listing which has a special offer available, you will see the details of this highlighted in purple under the map to the left-hand side of the page, and within the pitch type the offer is applicable to.
We also highlight special offers on our Facebook and Twitter pages.
- Can I provide feedback about Pitchup.com? How will you use my feedback?
Sure - we want to hear about any and all bugs, tweaks and new feature ideas! Our clever little user feedback site allows you to leave suggestions and/or vote for those left by others. The votes create a rating system that helps us to identify the most pressing issues.
After you make a booking with Pitchup.com you will receive an email from Feefo asking for your feedback about the booking service we provided via our website, mobile site or app. Your feedback and suggestions are welcome to help us improve Pitchup.com.
- I've forgotten my password
You can request a new password using the "Forgotten your password?" link at the log-in page. Please ensure that you use the email address registered to your listing account.
A message should arrive within a couple of minutes with a new password. If not, please check your junk mail and if you find the message, designate it as "not spam" so that future messages get through.
If the password reset email hasn't arrived at all and the email is used is the correct one, please contact us.
Cancellation or changing a booking
- How do I cancel or amend my booking?
To make amendments or cancel your booking, contact the campsite or holiday park direct using the details in your booking confirmation. The park may levy a charge for amendments, and you may have to pay all or part of your balance payment.
To view the cancellation policy for your booking, see your confirmation email or the 'Policies' tab at the bottom of the listing page on Pitchup.com. Please note that your deposit is non-refundable.
If you ticked 'remember my details' in the booking form, you can also access your booking confirmation by logging in to our portal.
Bookings
- Do you charge a reservation fee?
No, Pitchup.com does not charge a reservation fee. The 15% deposit paid to Pitchup.com is part payment on your holiday. The cost of our services is borne by the campsite/holiday park.
- How do I know that my booking information is secure?
We use a secure server to capture your card details from the booking form, using the industry-standard “Secure Socket Layer” (SSL) technology to encrypt all your personal and card details. You can verify that the page is securing by checking that there’s an https:// prefix in the web address of the page, and a key or padlock icon in the browser’s status bar.
- What happens after I book my holiday? Will I hear from the campsite/park where I am staying or from Pitchup.com?
After submitting a booking, you'll receive an email from us with details of any payments due.
Some sites and parks will have a full payment option in place. In this case, your confirmation email will state the date on which your card will be debited for the remaining balance. You will also receive a reminder email the day before and on the day which this payment is due.
Please consult the email for location and contact details of your accommodation. If you have any further questions, please contact the accommodation provider direct.
- What is a pup tent?
A pup tent is a small tent pitched alongside the main unit, often used by one or two children. Policies on pup tents vary - some sites accept them free of charge, some charge extra for them, and others don't allow pup tents at all.
Our booking system will calculate the correct pricing for your party size, but if you are bringing a pup tent, check the pitch description section on the campsite's listing page for the policy on pup tents.
If a pup tent is available as an extra you will be able to choose it in our booking page.
- How can I see how much a pitch costs?
Enter your stay dates and prices will be clearly displayed alongside the available pitch types.
- What time can I arrive and check into my accommodation?
Please consult the 'Policies' tab on the site's Pitchup.com listing page, or check your booking confirmation email, for the time you can arrive and check in at your booked campsite/holiday park.
Please note that some campsites/holiday parks may require you to call them when you're on your way with your estimated arrival time, especially if you'll be arriving late. Requests such as this will be displayed under the arrival/departures tabs on the 'Policies' tab or on your booking confirmation email. It is useful to have your booking ID to hand if you are required to do this (which you can find on your confirmation email).
- I need a high chair / cot / awning / pup tent / extra car. Where can I add these?
You can add extras to your booking in the booking form. Please check the pitch description to find out what is already included before adding extras. If you have any special requirements, please make a note in the 'Special requests' box on the booking form.
We advise calling the site prior to arrival to guarantee any special requests. Contact information will be sent to you in your confirmation email.
- I did not receive a confirmation email after I booked - what should I do?
If you provided a password when you booked or have signed up with us, your booking confirmation will be available in your Pitchup.com account.
If you don't receive an email right away, please check your spam/junk folder and mark the email "not spam".
If you can't find your confirmation and would like us to resend it, visit our contact form and click the blue 'Resend my booking confirmation' button at the top right of the page. If this doesn't work, please contact us via the contact form.
- There's a problem with a site I've booked - who should I contact?
If the problem relates to payment of your balance, amendments, cancellations, or to the campsite or holiday park itself, please contact the site direct using the contact details in your confirmation email. If you're already there, please raise any problems as quickly as possible, to allow them to be resolved before you leave.
If your complaint relates to something on Pitchup.com, or you haven't received your booking confirmation email, please use the "Report a problem" button on each listing's page on Pitchup.com or get in touch our contact form.
Please note that Pitchup.com has not conducted any quality or other checks on our listings and we do not guarantee that they will be suitable for you. See our terms and conditions for more information.
In the event of a double booking ("overbooking") situation, please contact the site manager who is responsible for maintaining the allocation on Pitchup.com, who should be able to arrange alternative accommodation and will liaise with us regarding any refund of your deposit. Contact us if you require further assistance and we will do our best to help; however please bear in mind that we are a small company and may not be able to respond immediately.
After you return from your holiday, we will send you an invitation to submit a review should you wish to submit any additional feedback.
- How will I know that my booking is confirmed and my payment is received?
You will receive an email from Pitchup.com to confirm your booking. Details for payment of your balance are specified in the Pitchup.com booking form and in the confirmation email we send you after making a booking.
If you have set up a Pitchup.com account, you can also view all your confirmed bookings here.
- How can I make a group booking?
It is possible to make group bookings on Pitchup.com for up to 30 adults and 30 children.
As long as the 'one unit per pitch' rule is not highlighted on the pitch type information (please check this before completing your booking), you will be able to pitch your tents together on one booking.
If you are not satisfied with the results generated, try breaking your booking down for more options. For example, if you're a group of 10, enter five people for your initial search and book two pitches. Use the 'Special requests' box on the booking page to ask to be sited together when booking multiple pitches or accommodation units: the campsite or park will try to grant your request. Click the 'Make another booking like this' button on the confirmation page to take you back to your chosen campsite/park listing page so you can make your next booking straight away. Please note the same dates and party size will be used, so you'll need to change this if the number of people or child ages are different.
Before booking, please check the listing page for any group restrictions. These normally appear in a section titled 'Please note'. Please also check the restrictions on unit dimensions to ensure your unit - especially for a large party - is suitable for the space you will be provided with.
Please note: Pitchup.com does not implement booking restrictions for sites/parks with group-booking constraints. If you complete a booking which breaks the booking terms of a site/park, your booking may be rejected by the site/park. The 15% deposit paid to Pitchup.com is non refundable.
- Can I book a pitch by telephone or email?
Unfortunately, we do not take bookings by telephone or email. If you need assistance please visit our FAQs or contact us.
- Can I arrive late at the accommodation?
For sites bookable on Pitchup.com, please see the 'Policies' tab in the site's page for details of permitted arrival times. After you have made a booking, please contact the accommodation provider direct using the details provided in your booking confirmation to make any special requests.
- My booking isn't appearing in my Pitchup.com account
When you make a booking, you can set a password in order to save your details in an account on Pitchup.com. If you didn't specify a password, you will need to *set up an account* in order to view your bookings online.
Please check that you have received your booking confirmation email. (You can resend your last-made booking to the email address you used when booking here.)
If your booking is not appearing in your Pitchup.com account, and you have not received a booking confirmation email, please contact us.
- Why aren't all sites bookable on Pitchup.com?
Pitchup.com aims to help people find the perfect holiday park or campsite, so we list all sites free of charge. We are encouraging all sites to upgrade their free listing to accept online bookings or show their availability through the site. The number of sites with booking/availability is increasing all the time - please encourage your favourite sites to sign up!
- How can I book adjacent pitches?
It's not normally possible to guarantee adjacent pitches, especially in high season, but please enter your request in the "Special requests" box on our booking page, and the campsite or holiday park will do its best to honour it.
Please make each booking separately: at present we are unable to book multiple pitches in one transaction.
If you have already made your booking, please contact the campsite or holiday park directly to make your request (using the contact details on your confirmation email), quoting your booking reference number.
Mobile
- How do I contact you with other questions?
We’re very happy to answer any other questions or comments – please use our contact form. You can also send us problems with the site or ideas for how to improve via our feedback form.
- What are your “official ratings” and “Customer ratings” for campsites and parks based upon?
Some holiday parks and campsites are accredited with star ratings from the local tourist board - these ratings are marked as "official rating" in the campsite page. The Customer rating is the average overall rating awarded to the site in reviews submitted by Pitchup.com users.
- Can I rate your app?
Yes. Visit the Google Play store to rate the Android app or visit the App Store to rate the iPhone app.
- How many dogs can I take?
Each site has its own rules on dogs and how many are permitted. Visit the listing page for the site you're interested in, then click on the pitch type you'd like to book in the lower part of the screen.
The number of dogs allowed will be shown in the 'extras' section on the left-hand side ("X max." or "unlimited") and there may be a question mark containing more information. Also check the description just above. Please be aware that some campsites will include dogs free of charge, for others there’s a small additional charge.
Visit the 'Policies' tab which may contain further restrictions on dogs, such as the type of dogs allowed/not allowed. Many campsites will not allow dogs listed on the Dangerous Dogs Act and these vary depending on country. Please check the country specifications before making your booking. - How will I know that my booking is confirmed and my payment is received?
You will receive an email from Pitchup.com to confirm your booking. Details for payment of your balance are specified in the Pitchup.com booking form and in the confirmation email we send you after making a booking.
If you have set up a Pitchup.com account, you can also view all your confirmed bookings here.
- There's a problem with a site I've booked - who should I contact?
If the problem relates to payment of your balance, amendments, cancellations, or to the campsite or holiday park itself, please contact the site direct using the contact details in your confirmation email. If you're already there, please raise any problems as quickly as possible, to allow them to be resolved before you leave.
If your complaint relates to something on Pitchup.com, or you haven't received your booking confirmation email, please use the "Report a problem" button on each listing's page on Pitchup.com or get in touch our contact form.
Please note that Pitchup.com has not conducted any quality or other checks on our listings and we do not guarantee that they will be suitable for you. See our terms and conditions for more information.
In the event of a double booking ("overbooking") situation, please contact the site manager who is responsible for maintaining the allocation on Pitchup.com, who should be able to arrange alternative accommodation and will liaise with us regarding any refund of your deposit. Contact us if you require further assistance and we will do our best to help; however please bear in mind that we are a small company and may not be able to respond immediately.
After you return from your holiday, we will send you an invitation to submit a review should you wish to submit any additional feedback.
