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Frequently Asked Questions

Customers

Bookings

• 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.

• 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.

• Do you charge a reservation fee?

  No, Pitchup.com does not charge a reservation fee.

• 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 "other details" box on our booking page, and the campsite will do its best to honour it.

  Please make each booking separately: at present we are unable to book multiple pitches in one transaction.

• How can I make a group booking?

  If you wish to make a group booking, please bear in mind the following:

  • Whether or a not a site allows student groups or single-sex groups is shown in the 'Facilities' tab. You can start your search with all sites that welcome student groups or single-sex groups

  • Other restrictions on groups appear in the 'Please note' section of the listing page, and in the terms and conditions (see the 'Policies' tab of the listing page). For example, some sites do not allow mixed groups, uneven mixed groups, or any group bookings at all

  • Some campsites do not allow multiple accommodation units (tents, touring caravans, motorhomes, trailer tents, camper vans) per pitch. Look out for 'one unit per pitch' in the pitch description

  Currently our booking system can only book one pitch at a time. Depending on the restrictions above at the site(s) you are interested in, you can either search for your full party (to find one pitch), or split up your party and make separate bookings. Please note that you will need to make a separate booking/search for each pitch you wish to book.

  Use the 'other details' box on the booking page to make a request for adjacent pitches. This is not guaranteed, but sites always aim to fulfil your request if possible.

• How can I see how much a pitch costs?

  Enter your stay dates and prices will be clearly displayed alongside the available pitch types.

• 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. Our SSL certificate has been issued by Starfield Technologies.

• 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.

• I did not receive a confirmation email after I booked - what should I do?

  If you ticked "Remember my details" on the booking form, your booking confirmation will be available in your Pitchup.com account.

  Otherwise please check your spam / junk mail folder. If you can't find your confirmation and would like us to resend it, please contact us with your booking number using our contact form or on 0208 123 4450.

• 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.

• My booking isn't appearing in my Pitchup.com account

  When you make a booking we ask you whether you want us to "remember your details". If this box isn't ticked, we won't link your user account with your bookings for security reasons, but we plan to offer a service to enable you to link past bookings with your account in the future.

• 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 campsite's page 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.

• What do I need to bring?

  To find out what you need to bring, please visit the listing page for the campsite or holiday park you have booked, and see the description of the of the type of accommodation or pitch. Unless specified in the description, if you are booking a pitch for a tent you normally need to bring a tent with you.

  You might also find useful our camping checklist and camping checklist for kids.

• 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. 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.

• What time can I arrive and check into my accommodation?

  Please consult the 'Policies' tab on each site's Pitchup.com page, or see the confirmation email you received after making your Pitchup.com booking to find out what time you can arrive at your accommodation.

• What time can I arrive at the site?

  Please see the "Policies" tab at the bottom of the listing page for the campsite or holiday park for arrival times. Alternatively, this information is listed in your confirmation email.

• 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!

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.

• Is it possible to extend or change my booking? If so, how can I do it?

  Amendments or cancellations depend on the accommodation provider's policy - please contact the site direct and consult the cancellation policy notified to you at the time of booking in your confirmation email. You can also view the cancellation policy in the "Policies" tab of the listing page.

  Please note that any deposit paid to Pitchup.com is non-refundable.

General

• 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.

• How can I custom build my holiday through Pitchup.com’s search engine?
  Sifting through 5,000 holiday parks and campsites is easy using our search engine. Simply enter a location, postcode or campsite name into our search box, tick the accommodation categories and dates you're interested in, and filter the results on our search page. Your selections will appear in the "Your search" box on the search page.
• 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 box into the "Sites near festivals" 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.
• 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 site while keeping our search as comprehensive as possible.

  Simply enter a location, postcode or name in any search box, click the accommodation type(s) you're interested in, and run the search. You can also tick 'check availability' to search sites which are bookable on Pitchup.com or publish their availability with us. Alternatively, visit the "campsites and parks" page to start you search using a map of the UK, or the "places to go" pages to start with an attraction and find nearby campsites.

  You can narrow down your results on our search page using filters for accommodation type, location and over 80 facilities, and even run multiple search at once. For example, if you're looking for a site in the South West with disabled access, wifi and dogs allowed near a beach and National Park, try this search.

• 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 do I access the ‘pitch and pub’ finder?
  This feature is available for UK sites and shows the nearest three of over 50,000 pubs in Good Pub Guide on the campsite page.
• How does the facebook top 10 on your homepage work?

  Each day we calculate the top 10 site listing pages on Pitchup.com with the highest (cumulative) number of likes, comments, sends and shares on facebook. Each listing shows the count at the top of the page, alongside 'like' and 'send' buttons, which is the main way that the count increases. Note that this number does not take into account any activity on the campsite's own facebook page, but only interactions with the listing page on Pitchup.com. 

• 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 - what can I do?

  If your complaint relates to a booking or campsite, please contact the campsite direct using the contact details provided. If your complaint relates to something on Pitchup.com, please use the "Report a problem" button on the campsite detail page or our contact form.

• 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.

• I've found a site missing from Pitchup.com - how can I add it?

  Basic listings on Pitchup.com are free of charge for all lodge hire, static caravan hire, tent, touring and motorhome sites. If you know a site that's missing from our website, we'd be really grateful if you could let us know.

• What are the main types of holiday and accommodation that I can choose from?
  Pitchup.com allows you to choose from a wide range of accommodation from luxury lodges to static hire caravans, touring caravans, motorhome pitches and tent pitches. We list all UK and Ireland sites from the largest static-caravan parks through to the smallest "Certificated Locations", "Certificated Sites" and tipi/yurt sites.
• What is your telephone number?

  Call us on 0208 123 4450. Please note that we are unable to accept bookings by phone or email.

• What will you do with the personal details that I give you?

  Pitchup.com is a registered data collector with the Information Commission's Office and takes great care over your personal information. Please visit our privacy policy for more details.

• Where can I find offers on the site?

  Offers appear highlighted in red in our search results and listings pages. Look out for discounted offers for some great deals, many exclusively available on Pitchup.com.

  You can also browse our offers using the "Offers" link at the top of the page - browse by date, price, party size, length of trip and even discount level.

• 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 Wikiventure Ltd?

  Pitchup.com is a trading name of Wikiventure Ltd, a company registered in England and Wales and based in South West London. Find out our company details.

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.

• Does the holiday park or campsite need a prepayment or deposit?

  We take a deposit on booking, and the balance is due at a later date, or on arrival. Payment terms vary according to the individual site: please visit the 'Policies' tab on your chosen site's page and 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.

• How do I book a pitch without a card?

  We also accept payment of the deposit via PayPal.

• Why do I need to give my card details?

  We need a valid card to bill you for the deposit on your holiday. Please note that your card details won't be passed to the holiday park or campsite owner: instructions for paying your balance to them are 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.

• Can I give feedback about a campsite or park? What will you do with this information?

  Yes, we'd love to hear about your experiences - your reviews, ratings and photos help us provide an impartial view of the accommodation on our site. To submit your reviews and ratings, and see your holiday snaps on our campsite pages, find your campsite's page and click the "Add a review" button.

  If you're a facebook user, you can show your approval of a campsite or holiday park by clicking the "Like" button on its Pitchup.com page. Every day we refresh our list of the 10 most "liked" sites on the homepage.

• How do I submit a review?

  If you booked through Pitchup.com, we'll contact you after your return with a link to add a review.

  If you didn't book through Pitchup.com, search for the site that you stayed at and click the 'Add review' button beneath the main title in the page. If you're not already a Pitchup.com user, you'll need to go through a short registration process as part of this.

  After adding your review, you can also submit your photos of the site, and reviews are normally posted 48 hours after submission.

  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. We reserve the right to remove any content if we believe that a breach of our terms and conditions has occurred.

• 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.

• Where is my review? I can't find it on the site

  Generally, reviews are published 48 hours after submission, so don't worry if you can't find it immediately. Site owners have the option to receive alerts of new reviews after submission, and object to a review if it is fictitious, personally insulting or factually incorrect. Reviews which have been disputed are investigated by our team who will decide whether the review will be posted.