Frequently Asked Questions
- How do I integrate with Pitchup.com?
Booking systems integrated with Pitchup.com
Allocation sent from booking system to Pitchup.com Bookings sent from Pitchup.com to booking system No Rates sent from booking system to Pitchup.com No No Payment status sent from Pitchup.com to booking system No No What next?* A Guide to Integrating Pitchup.com Step 1: Retrieve API key from Pitchup.com manager portal
Step 2: Visit Connecting Online Channels
Step 3: Visit Pitchup.com Information
Step 1: Retrieve API key from PU manager portal
Step 2: Email John or Richard at Almeira, who map units between two systems
Log in to your SuperControl account and go to Integrations > Channel manager > International for instructions on how to complete the integration * must be a completed listing on PU
If your booking system requires a Pitchup.com API key, visit your manager portal and click on the down arrow next to ‘Me’ in the top right-hand corner. Then select the ‘My details’ option.
At the bottom of this page, you will see an API box – it is this API key you’ll need to use in your booking system.
We also offer two forms of calendar integration:
1. You can add to our allocation page a calendar feed of each unit of accommodation's availability. We refresh every 15 minutes. Contact us to enable this feature on your listing.
2. We can provide a calendar feed to you of Pitchup.com bookings, for insertion into your online calendar. You can download this from the bookings tab of your portal.
If you use another system, please click here for how to request integration from your booking system provider.
Are you a booking system provider interested in integration? Contact us.
- How do we find out about bookings?
Pitchup.com booking confirmation emails are immediately sent to the customer AND to the email address specified for your site (not the Manager's email address). Please check email regularly to ensure that last-minute bookings aren't a surprise!
We show all bookings in a 'Bookings' tab within your manager portal, and we automatically reduce your allocation - so you have full visibility of the remaining allocation.
You can download a spreadsheet of all your bookings over any date range, and they are also available as a live calendar feed.
You can choose for more than one email address to receive booking notifications, so staff who deal with bookings at your campsite or holiday park can be notified of bookings made through Pitchup.com. To add email addresses:
- click on 'Me' at the top right-hand corner of your manager portal
- click on 'My details'
- scroll down to 'Notification settings'
- add email address(es) for other receipients in the bcc section
- How many vacancies should I allocate to the booking system?
The booking system works on an allocation basis - to avoid any possibility of double bookings, we recommend allocating vacancies to us on an exclusive basis, blocking out these vacancies so that they're not available to book direct with you or via another booking agent.
Please note that you must offer a reasonable amount of allocation on Pitchup.com to remain a bookable listing. This level will depend on factors like the time of year, the location of your site/park and the quantity of the units added. If you would like more information about how much allocation your site/park is required to offer on Pitchup.com please contact your account manager.
If you want to remove vacancies from us to sell direct, or add more, you can do this in seconds - but experience has shown that double bookings (and unhappy customers!) may occur if vacancies are available via multiple sources. Allocating vacancies to Pitchup.com on an exclusive basis makes things easy - it means you don't need to update our system if you book pitches for that period direct or via another source.
If you do not wish to allocate any vacancies exclusively to Pitchup.com, please take care to keep your allocation up to date, especially if you sell out.
Remember - if you need to reduce, increase or cancel Pitchup.com’s allocation as the date of the holiday approaches, you can update the site instantly - there are no penalties or release fees, either.
Pitchup.com booking confirmation emails are immediately sent to the customer AND to the email address specified for your site (not the manager's email address). Please check your emails regularly to ensure that last-minute bookings aren't a surprise!
We show all bookings in a 'Bookings' tab within your Manager Portal, and we automatically reduce your allocation - so you have full visibility of the remaining allocation.
- How do I contact you with other questions?
- Can you take an additional deposit or balance upfront?
Users of our Payup system can take the balance automatically. Otherwise, we only take a deposit from the customer amounting to our commission, and Payment Card Industry (PCI) rules make it difficult for us to pass card details to third parties.
- When can I collect the balance? What happens if a customer cancels?
You determine your own policy regarding when you would like to receive the balance payment. This policy is displayed prominently for customers on the 'Policies' tab on your listing, on the booking form, and on the customer’s booking confirmation email. We take our commission as a 'deposit' on booking, so we do not allow campsites/parks to take a second deposit because this confuses users and they may decide it's not worth the hassle.
If you normally take a deposit at some point after the Pitchup.com booking, we advise you to take the full balance, since customers have already paid a deposit to Pitchup.com. Some of our sites contact the customer within seven days of the booking, or within 4-6 weeks of arrival, to retrieve the balance of the booking. Others take the balance on arrival - please bear in mind the risk of customers cancelling or not turning up.
To avoid chasing payments and losing money from no-shows, from November 2014, listings going live for bookings will need to sign up to Payup, our automated payment system, if they wish to collect the balance payment before arrival. Payup will trigger the balance payment from the customer’s card (on the date specified by the campsite/park) and send it direct to your bank account. Find out more about Payup here.
You may need to modify your cancellation policy to take account of the fact that Pitchup.com's deposit is non-refundable (check the circumstances under which you need to refund the Pitchup.com deposit here). Please inform Pitchup.com if a customer cancels their booking with you using our flagging system in the 'Bookings' tab of the manager portal. This will ensure you receive daily booking reminder emails that are completely accurate and up to date.
If you are signed up to Payup, the payment date settings you have set in the portal will affect how you deal with a cancellation. Click here for more information about cancellations using Payup.