What do I do if I have a double booking?
It is your responsibility to contact both the customer and Pitchup.com if you receive a double booking.
The quickest and easiest way to inform Pitchup.com of any booking problems or double bookings, especially in our busiest season, is to use our flagging system. This should be your first and foremost way to contact us about these issues, rather than by phone, so that the Pitchup.com team are notified and can assist you in resolving the matter if required. Find out how to flag a booking here.
Please note: The summer months are our busiest season with over 155,000 daily visitors on Pitchup.com and thousands of bookings. If you do not flag a double booking via the portal your listing may be switched off to stop you receiving further bookings via Pitchup.com during this busy time.
To resolve the matter for the customer, you can take the following actions:
- Relocate the guest to another campsite or park if the customer is happy with the alternate location and will not incur any costs.
- Offer alternate dates or alternate onsite accommodation if the customer is happy to do so and will not incur any costs. Remember to deduct the customer's 15% deposit paid to Pitchup.com from any new booking made for the customer.
- Refund the customer: If you cannot honour a booking you must refund the customer's 15% deposit paid to Pitchup.com. We enforce this rule vigorously.
Find out how to avoid double bookings here.