Book and review 3,277 holiday parks and campsites in the UK, Europe and the Americas

Frequently Asked Questions


About Coronavirus

  • How can I best prepare for the end of this crisis?
  • How can I contact Pitchup?
  • I'm closing. Do you have a template to send to customers?
  • I’ve closed. Can you help me decide when to reopen?
  • Should I close my site?
  • What is Pitchup doing to lessen the impact of the crisis?
  • What UK government support is available for my business?
  • What will my insurance cover?
  • Where can I find more information?

About Pitchup.com

  • How did my site end up on Pitchup.com? How do I remove my listing?
  • How do I contact you with other questions?
  • What can Pitchup.com do to generate more business for my site?
  • How does the booking system work?
  • How many vacancies should I allocate to Pitchup.com?
  • How much should I charge Pitchup.com customers?
  • I am VAT registered in the UK, how do I account for VAT on Pitchup.com bookings?
  • I would like to list my non-UK campsite/holiday park on Pitchup.com without taking bookings. Can I do this?
  • We are not based in the UK. How do I account for sales tax on Pitchup.com bookings?
  • What is your commission?
  • Who is Pitchup.com Ltd?

Booking questions

  • A customer wants to change or cancel a booking - how do I do this?
  • Am I entitled to a refund for my holiday?
  • Can I blacklist a customer?
  • Can I change my plans if I’m unsure - even though official advice still allows travel to my destination? For example, if I have a pre-existing medical condition.
  • Can I stop last-minute bookings?
  • How can I avoid double bookings?
  • How do I integrate with Pitchup.com?
  • How do we find out about bookings?
  • What is the current UK government advice for my destination?
  • What is the flagging system?
  • What restrictions have destination countries put in place?
  • When can I collect the balance?
  • Will Pitchup be refunding deposits for stays cancelled due to Coronavirus, despite being ‘non refundable’?

Listing questions

  • Can I copy booking confirmations to another email address?
  • Can I display the Pitchup.com availability calendar on my website?
  • Can I set up additional users with access restricted to the booking tab only?
  • Can I set up pitches with optional electric hook-up?
  • Can you add additional award schemes to your list?
  • How can I access my listing?
  • How can I change my description or local attractions boxes?
  • How can I improve my ranking and results from Pitchup.com?
  • How do I set up a campsite or caravan park?
  • How is the Overall rating score for my site/park calculated?
  • If my details change in the future, how can I amend them?
  • I only accept adults on my site/park. How can I set this up?
  • I've forgotten my password
  • I've got restrictions about who and what I allow on my site. Can I enforce this on Pitchup.com?
  • My broadband connection is poor, how can I improve it?
  • My opening times change each year, and some accommodation types open longer than others. How can I show this?
  • My site is listed on your website - how can I amend my listing?
  • My site isn't listed. How can I add it?
  • My tariff involves short breaks, weekly stays and/or variable nightly rates - how do I set this up?
  • What are your “official ratings” and “Customer ratings” for campsites and parks based upon?
  • You’ve got the wrong sites listed against my email address – how can I correct this?

Payup

  • About Payup
  • How does Payup work?
  • How much does Payup cost?
  • Who are Stripe?

Reviews

  • How is the Overall rating score for my site/park calculated?
  • How should I respond to a review for my site/park?
  • I have reviews, but no review score is showing at the top of my listing
  • My site has received a negative review. How can I remove it?
  • There’s been a major development at my site/park. Can the reviews left prior to this be removed?