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常见问题
其他
- 如果我有其他疑问，应当如何联系你们？
- Pitchup.com 露营地和公园的“官方评级”和“顾客评分”的依据是什么？
有些度假公园和露营地经当地旅游局评定了星级 - 这些星级在露营地页面上被标为“官方评级”。顾客评分则是营地收到的 Pitchup.com 用户点评中的总体评分的平均值。
- 怎样才能知道我的预订已经得到确认且款项已经收到？
您将收到由 Pitchup.com 发出的电子邮件以确认您的订单。Pitchup.com 预订表单和我们在您预订后给您发送的确认邮件中都会明确说明余款支付详情。
如果您已创建 Pitchup.com 帐户，还可以在帐户中查看所有已确认的订单。
- 我可以带多少条狗？
每个营地对狗和允许携带的狗的数量都有自己的规定。请访问您感兴趣的营地在 Pitchup.com 上的页面，然后在屏幕下方单击您想要预订的露营单元类型。
允许携带的狗的数量会显示在左手边的“附加项”版块，其中可能还有一个问号，单击问号可显示详细信息。另外还应查看上方的说明。请注意，有些露营地对狗不另收费，有些则需收取一小笔费用。
请访问“政策”选项卡，其中可能包含更多有关狗的限制说明，例如允许/不允许携带的犬类。很多露营地都不允许携带《危险犬类法》中所列的犬类，具体因国家/地区而异。预订前请查看相应国家的规定。
- 我预订的营地有问题 - 我应该联系谁？
如果问题涉及余款支付、修改和取消，又或者涉及露营地或度假公园本身，请通过确认邮件中的详细联系方式直接联系营地。如果您已经到达营地，请尽快提出问题，以便营地在您离店之前解决问题。
如果您的投诉涉及 Pitchup.com 的某项服务，或者您没有收到预订确认邮件，请通过 Pitchup.com 相应露营地页面上的“报告问题”按钮或我们的联系表单进行联系。
请注意，Pitchup.com 没有对我们的露营地进行过任何质量或其他方面的检查，因此我们不保证露营地适合于您。请查看我们的条款与条件了解详情。
如果出现重复订单（“超额预订”），请联系营地经理。营地经理有责任保持 Pitchup.com 上的配额，并应能够安排其他入住场所，还会就定金退款问题联系我们。如果您需要进一步协助，请联系我们，我们会尽最大努力提供帮助；但请牢记，我们是一家小型公司，可能无法立即作出回应。
度假归来后，如果您希望提交更多反馈，我们将给您发送邮件邀请您提交点评。
取消或更改订单
- 怎样取消或更改订单？
如需更改或取消订单，请通过预订确认邮件中的详细联系方式直接联系露营地或度假公园。度假公园可能会对更改收取费用，您可能必须要支付全部或部分余款。
如需了解预订取消政策，请查看确认邮件或 Pitchup.com 上相应营地页面最下方的“政策”选项卡。
请注意，您的定金不予退还。如果预订成员中的任何人或其直系亲属死亡或重伤，可以退还定金（由 Pitchup.com 酌情决定）。只有提交了支持性证据才能发放退款。Pitchup.com 对“直系亲属”的定义是：配偶/已登记的伴侣、同居伴侣、子女、父母、配偶父母、兄弟姐妹、配偶的兄弟姐妹、祖父母以及配偶的祖父母。
如果您在预订表单中勾选了“记住我的详细信息”，那么您还可以登录我们的站点查看预订确认邮件。
常规问题
- 如果我有其他疑问，应当如何联系你们？
- Pitchup.com 公司是怎样的一家公司？
Pitchup.com 是 Pitchup.com 公司的商业名称。我们在英格兰和威尔士的注册地址是 Zeeta House, 200 Upper Richmond Road, London SW15 2SH。
- 你们会怎样处理我提供的个人详细信息？
Pitchup.com 是经英国信息专员办公室注册的数据收集商，会竭力保护您的个人信息。请访问我们的隐私政策了解详情。
- 怎么查找特殊营地 - 仅限成人/可以带狗/学生可入/可以生篝火等？
- 怎样查找 Pitchup.com 上的优惠活动？
- 怎样查找度假公园和露营地？
我们努力为您提供便利，希望在缩小您的搜索范围的同时，让我们的搜索结果尽可能地全面。
只需在任何一个搜索框中输入一个位置、邮编或露营地/度假公园名称，并单击您感兴趣的入住场所类型，最后执行搜索即可。如果您确定入住日期，则请输入这些日期，搜索您计划出行时段内有可售单元的营地。如果您的日期灵活可变，请将日期选择留空。勾选“在 Pitchup.com 上预订”过滤器，确保您找到的营地/公园可以方便地通过我们进行预订。
或者您也可以访问“目的地”选项卡或通过我们的“灵感”页面，寻找下一次度假的思路。
您可以利用装置类型、位置等过滤器和超过 80 项条件在我们的搜索页面上缩小搜索结果的范围，甚至还可以一次执行多个搜索。例如，如果您要查找位于西南地区、有 WiFi 并且可以带狗的营地，可以试试这个搜索。
- 怎样退订 Pitchup.com 邮件列表？
如需退订 Pitchup.com 邮件列表，请根据邮件底部的退订说明进行操作。
- 我可以对 Pitchup.com 提出反馈吗？你们会怎样使用我的反馈？
当然可以 - 我们希望了解所有漏洞、调整意见和有特色的新创意！我们的用户反馈站点虽小，但非常灵活，您可以通过它来留下意见建议和/或给其他人的意见建议投票。投票可形成一个评级体系，帮助我们识别最为迫切的问题。
您通过 Pitchup.com 预订之后，就会收到 Feefo 发出的邮件，问询您对我们通过网站、手机网站或应用程序提供的服务有何反馈。欢迎您提出反馈和建议，帮助我们让 Pitchup.com 变得更好。
- 我可以带多少条狗？
每个营地对狗和允许携带的狗的数量都有自己的规定。请访问您感兴趣的营地在 Pitchup.com 上的页面，然后在屏幕下方单击您想要预订的露营单元类型。
允许携带的狗的数量会显示在左手边的“附加项”版块，其中可能还有一个问号，单击问号可显示详细信息。另外还应查看上方的说明。请注意，有些露营地对狗不另收费，有些则需收取一小笔费用。
请访问“政策”选项卡，其中可能包含更多有关狗的限制说明，例如允许/不允许携带的犬类。很多露营地都不允许携带《危险犬类法》中所列的犬类，具体因国家/地区而异。预订前请查看相应国家的规定。
- 我忘记密码了
- 我想去参加某个活动或节庆，怎样查找附近的露营地？
如需使用我们的节庆搜索，只需在主页的主搜索框上输入节庆名称。选择您感兴趣的节庆，然后您会被转到一个列出半径 48 公里范围内所有营地的页面。如果您愿意，您还可以更改搜索的半径范围，并按照设施、附近景点、装备类型和地理位置来筛选搜索结果。
如果您希望我们添加节庆，请就您的需求联系我们。
- 我要投诉 - 应该联系谁？
作为预订代理商，Pitchup.com 希望每个露营地页面上的照片和点评都能帮助潜在顾客了解他们准备预订的营地。但是，我们对合作伙伴确实不做品质担保，也不会加以挑选，因此，如果您要投诉在营地的遭遇或设施标准，请务必通过预订确认邮件中提供的详细联系方式，直接联系露营地/度假公园。
如果 Pitchup.com 露营地页面上宣传的设施不可使用，或您被收取的服务./设施费用超出我们网站所示，请告诉我们，我们会联系营地对问题展开调查。
如果您发现 Pitchup.com 上的露营地页面提供的详细信息有误，请使用该露营地/公园页面上的“报告问题”按钮。请注意，我们无法就这些标记的问题联系您。
- “添加到 TomTom”按钮是怎样运行的？
只需单击此按钮，营地位置便会自动添加到您的 TomTom 卫星导航。请注意，要使用此功能，您需要在设备上安装相应的 TomTom 软件。
- Where can I camp with my dog?
If you have a dog, campsites are a good option because they allow you to bring your four-legged friend with you and let him enjoy the great outdoors.
When it comes to the dog-policy, each site has its own rules on dogs and how many are permitted. Pitchup.com offers a dog-friendly filter so that you can see the full list of campsites, glampsites and holiday parks that allow dogs, in the UK and abroad.
Some sites go even further and offer special facilities for dogs, such as dog exercise areas and staff are happy to advise on local dog-friendly beaches, tracks, forests and parks.
Top tips on camping with dogs include doing a health check, making sure that your dog's vaccinations are up-to-date, ensuring your dog has a collar showing your name and address and checking local restrictions. Have a read at all top tips in our blog.
- Where can I download your app?
Pitchup has upgraded its app to a new web-based version that is not available in Google Play or iTunes.
To download the app:
Chrome browser
- Open the Chrome browser (if you have an iPhone and don't have Chrome installed, you can download it at iTunes)
- Visit our mobile site at https://www.pitchup.com
- After browsing the mobile site, you should be shown a button to 'Add to home'. If the button fails to appear, open the menu at the top right of Chrome, and tap 'Add to Home Screen'
Safari browser
- Tap the bookmarks icon
- Tap 'Add to Home Screen'
- Tap 'Add' at the top right-hand corner
Alternatively, visit www.pitchup.com on your smartphone or tablet to use our mobile site instead.
Note: if you manage a campsite listed on Pitchup, a link to the mobile-friendly version of the allocation page is shown on the homepage when you're logged in to our mobile site. You can log in via the side menu.
- How do I find a good campsite?
If you are trying to plan the perfect holiday, look through our thousands of campsites or holiday parks first, then use other filters according to what you and your family and friends want: you can look for family-friendly campsites where dogs are allowed, campsites by the beach or in one of the country’s national parks.
All our listed sites have details of what’s on nearby, from theme parks to rivers and lakes, in the 'Local Attractions' tab, and you can narrow your search further by using our dozens of filters. If you've something specific in mind, filter your search by what's available on site, such as sites with fishing or a play area, or what leisure is nearby, like horse-riding or canoeing and kayaking.
You can select if you are travelling with a tent, a caravan or a camper, and choose one of our glamping options (how about a tree house in France?) if you do not want to give up on the comforts of luxury hotels.
If you want to do something energetic, you can also look for sites with cycle hire; or sites where campfires are allowed if you want to do your own cooking.
- What are some camping activities?
Camping is an opportunity for really staying close to nature and choose from a wide range of fun outdoor activities for every taste.
If you are camping near a beach, a lake or a river, you are likely to find a good selection of watersports available, such as swimming, canoeing and kayaking, fishing and sailing, or simply relaxing on a sunlounger.
If you prefer messing about on land, there’s plenty to do out of the water too: many campsites are surrounded by beautiful scenery, and you can go exploring on foot, by bike or even on horseback.
If you love cycling, you can go to a campsite with good cycling trails nearby, taking the bikes on the back or the top of the car, or hire them at the site; while if you like climbing, make sure you choose the right location for your holiday, like the pods of Tyn Yr Onnen Farm, on the edge of the Snowdonia National Park.
Other common camping activities might include tell stories and cooking over the campfire; or relaxing by playing cards or board games with your friends and family. - What do I need for my camping trip?
If this is your first time camping and you are unsure what to bring with you, there is an abundance of online resources, however, we recommend you consider a checklist such as this one. If you are going camping with the kids, check these camping essentials.
- Do you have any seasonal pitches?
Unfortunately Pitchup.com is for booking short-term holidays and breaks, and does not offer seasonal pitches.
- Where can I go glamping?
Luxury holidays outdoors? Glamping, or glamorous camping, gives you the opportunity to really stay close to nature and admire the scenery without giving up the comforts of luxury hotels. Pitchup.com offers hundreds of glamping sites in the UK and abroad, with accommodation ranging from yurts and wigwams to camping pods to lodges and tree houses.
Those with nostalgia for childhood holidays can go back in time (and keep the children happy) by sleeping in a tipi or treehouse in France (Les Cabanes des Benauges); for a relaxing spa break you can sleep in wooden chalets in Slovenia (Panorama Glamping Visole) and if you want to try a real Italian “agriturismo” you can sleep in the cosy bell tents of Duca di Castelmonte.
Those seeking a beach holiday in the country can head to Devon and stay at Rocombe Valley Retreat, or explore the Jurassic Coast beaches at Haddon Copse Farm. If you are more of a mountain person, the pods of Tyn Yr Onnen Farm, on the edge of the Snowdonia National Park, are the perfect choice for you.
支付
- 我可以用 Maestro 卡付款吗？
可以。请在我们的预订页面上选择 PayPal 选项，然后在到达 PayPal 网站后选择“用借记卡或信用卡支付”。请注意，该选项仅适用于到店时收取余款的露营地。
- 我可以用外币支付吗？
虽然您可以在我们的网站上将价格转换成其他币种，但支付时通常只接受营地本国/地区货币。
但是，对于可以在到店时支付余款的露营地，您可以通过 Paypal 用其他币种支付。
请在我们的预订页面上选择 PayPal 选项，然后在到达 PayPal 网站后选择“用借记卡或信用卡支付”。
- 我没有银行卡，该怎么预订露营单元？
很抱歉，在 Pitchup.com 上进行预订时，大多数时候都需要使用银行卡。但对于可以在到店时支付余款的露营地，也接受 PayPal。
- 我需要在余款支付到期日之前修改订单的银行卡支付详细信息。应该怎么操作？
如果您的预订确认邮件中声明将在某一特定日期收取余款，但您希望通过另一种支付方式来付款（例如您的银行卡已过期），那么您必须直接联系露营地或度假公园。确认邮件中提供了详细的联系方式。
露营地或度假公园可以取消付款并通过新方式收取款项。您的确认邮件中也注明了该露营地或公园接受的其他支付方式。请注意，有时候可能不接受银行卡支付。
对于未声明将在某一特定日期收取余款的订单，您的银行卡详细信息不会转移给露营地或公园，余款支付流程也不会受到影响。
- 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.
- Do you offer any gift vouchers?
Unfortunately we do not yet have a gift voucher scheme.
- 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 can't I pay with PayPal?
PayPal is only available for sites where the final payment (balance) is taken on arrival. You can view the payment terms on each listing in the 'Policies' section.
To filter your search results to these sites, choose Balance payable on arrival from the 'Availability' group of filters in any search results page.
- 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.
点评
- Pitchup.com 露营地和公园的“官方评级”和“顾客评分”的依据是什么？
有些度假公园和露营地经当地旅游局评定了星级 - 这些星级在露营地页面上被标为“官方评级”。顾客评分则是营地收到的 Pitchup.com 用户点评中的总体评分的平均值。
- 我可以修改点评内容吗？
很抱歉，点评提交后无法修改。
- 我可以提交点评吗？
可以，我们很乐意了解您的体验 - 您的点评、评分和照片有助于我们公正地了解 Pitchup.com 上的露营场所。如果您是度假者（而非永久居民）并访问和入住了 Pitchup.com 上的露营地或度假公园，那么您可以在我们的网站上进行点评。
如果您是通过 Pitchup.com 进行预订，我们会在您离店后的两天内联系您并邀请您对入住的营地进行点评，同时附上添加点评的链接。如果您不是通过 Pitchup.com 进行预订，请搜索您曾入住的营地，然后单击灰色的“点评此营地，赢 2000 元亚马逊代金券！”按钮，通过“点评”选项卡添加点评。如果您还不是 Pitchup.com 用户，则需要通过简单的注册来添加点评。
添加点评时，还可以提交您拍摄的营地照片，这些都会发布在主图库中。
请注意，营地经理可以选择接收新点评通知，如果您的点评内容与事实不符、住客涉嫌虚构或涉及人身侮辱，营地经理也可以提出异议。如果发生这样的情况，您的点评将会从网站上移除，等待我们的调查。如果点评中包含的指控严重到足以提起法律诉讼，Pitchup.com 建议点评者拍照存证。如果我们认为任何内容违反我们的条款与条件，我们保留删除此内容的权利。
如需了解如何点评您收到的 Pitchup.com 服务，请见此处。
- 我的点评在哪里？我没有在网站上找到自己的点评。
一般情况下，点评会立即发布出去，但可能要稍等片刻才会显示出现。请注意，点评内容按入住顺序而非提交日期发布。
营地所有者可以选择在提交后接收新点评通知，如果点评内容为虚构、涉及人身侮辱或与事实不符，营地所有者还可以就点评提交异议。有争议的点评将接受我们团队的调查，调查期间点评也会被搁置，由我们的团队决定是否还原点评。对于团队住客，每个预订的团队可提交一条点评 - 亦即您可以添加一条独一无二的独立点评来代表您的团队在营地/公园的经历。
营地经理可以对任何点评进行回复，我们也鼓励营地经理回复所有反馈，无论这些反馈是积极的还是消极的，这样潜在顾客就能够看到营地如何处理提出的问题和建议。在进行点评时，请确保您遵循 Pitchup.com 规定的守则，以免营地/公园经理使用异议工具。
请注意，Pitchup.com 点评系统这一工具可供顾客对其当作度假地而入住的营地/公园、其在该营地/公园使用的设施和体验的服务进行点评。虽然 Pitchup.com 为点评者提供机会对营地/公园的“顾客服务”进行评分并留下自己的点评意见，但私人问题或对营地管理的意见分歧和投诉应直接向营地提出，以便营地予以处理。任何有违 Pitchup.com 守则的点评均将被移除。如果您在 Pitchup.com 上进行预订时遇到任何问题，请通过预订确认邮件中的详细联系方式联系 Pitchup.com。
如果点评中包含的指控严重到足以提起法律诉讼，Pitchup.com 建议点评者拍照存证。
在我们最忙碌的时节，我们会收到大量点评和异议请求，因此在我们调查营地经理的异议原因时，点评可能会被搁置一小段时间。
预订
- Pitchup.com 是否收取预订费？
不，Pitchup.com 不收取预定费。向 Pitchup.com 支付的 15% 定金是度假费用的一部分。我们的服务成本由露营地/度假公园承担。
- 为什么 Pitchup.com 上有些营地无法预订？
Pitchup.com 志在帮助人们找到心仪的度假公园或露营地，因此我们会免费列出所有营地。我们鼓励所有营地更新其免费页面，以通过 Pitchup.com 接受在线预订或显示可售情况。可预订/有空房的营地数量随时都在增加 - 请建议您最喜欢的营地注册 Pitchup.com！
- 什么是小帐篷？
小帐篷是搭在主露营单元旁的小型帐篷，通常用来存放物品或宠物。对小帐篷的规定因营地而异 - 某些营地接受免费搭建小帐篷，有些则会收取额外费用，还有些则根本不允许搭建小帐篷。
我们的预订系统会根据您的团队人数算出正确的价格，但如果您携带小帐篷，请查看露营地页面上的露营单元说明版块，了解对小帐篷的规定。
如果小帐篷可作为附加项，则您将能够在我们的预订页面中进行选择。
- 怎样才能知道我的预订已经得到确认且款项已经收到？
您将收到由 Pitchup.com 发出的电子邮件以确认您的订单。Pitchup.com 预订表单和我们在您预订后给您发送的确认邮件中都会明确说明余款支付详情。
如果您已创建 Pitchup.com 帐户，还可以在帐户中查看所有已确认的订单。
- 怎样查看露营单元的价格？
输入您的入住日期，价格将与可售单元类型一同清晰显示。
- 怎样进行团体预订？
可以在 Pitchup.com 上预订最多 30 位成人和 30 名儿童的团体订单。
只要露营单元类型信息上没有突出显示“每个场地一个单元”的规则（请在完成订单前予以查看），您就可以预订一次而在一处搭建多个帐篷。
如果您不满意生成的结果，请将订单分解成多份，以获取更多选择。例如，如果团队共有 10 人，请在初次搜索时输入五人，预订两个露营场地。预订多个露营场地或直接入住单元时，请通过预订页面上的“特殊要求”框要求分配到一起：露营地或度假公园会尽量满足您的要求。请在确认页面上单击“再来一份同样的预订”按钮，返回到您已选择的露营地/度假公园页面，这样您就可以直接进行下一次预订。请注意，此时将使用同样的日期和团体人数，因此，如果人数或儿童年龄有所不同，则需稍作改动。
预订之前，请查看露营地页面是否存在团体限制条件。限制条件通常显示在“请注意”版块。另外还请查看露营单元尺寸的限制条件，确保您的露营装备（尤其是人数较多的团体）适于营地给您提供的场地。
请注意：对于设有团体预订限制条件的营地/公园，Pitchup.com 不会采取预订限制措施。如果您完成的预订有违营地/公园的预订条款，您的订单可能会被营地/公园驳回。支付给 Pitchup.com 的 15% 定金不予退还。
- 怎样预订邻近的几处露营单元？
通常情况下，尤其是在旺季时，无法保证预订到相邻的露营单元。但还请您在我们的预订页面上的“特殊要求”框中输入您的要求，露营地或度假公园会竭力满足您的需求。
请分别下单：目前我们还不能一次预订多个露营单元。
如果您已经完成预订，请直接联系露营地或度假公园提出要求（通过确认电子邮件中的详细联系方式）并说明您的预订参考号。
- 我什么时候可以到店并办理入住？
请查看营地 Pitchup.com 页面上的“政策”选项卡，或查看您的预订确认邮件，了解您可于何时到达露营地/度假公园并办理入住。
请注意，有些露营地/度假公园可能会要求您在前来的路上致电告知大致到店时间，尤其是您要迟到之时。类似的要求将显示在“政策”选项卡的到店/离店选项卡之下或您的预订确认邮件中。如果有这样的要求，提供您的预订编号（请见确认邮件）将大有帮助。
- 我可以晚点到达露营点吗？
对于可在 Pitchup.com 上预订的营地，请查看营地页面上的“政策”选项卡，了解许可到店时间的详细信息。预订成功后，请通过预订确认邮件中的详细联系方式直接联系露营提供商以提出任何特殊要求。
- 我可以通过电话或电子邮件预订露营单元吗？
很抱歉，我们不接受电话或电子邮件预订。如果您需要协助，请访问我们的常见问题解答页面或联系我们。
- 我的预订信息是否安全无虞？
我们使用安全服务器从预订表单中采集您的银行卡详细信息，使用行业标准“安全套接层”(SSL) 技术来加密您的所有个人信息和银行卡详细信息。如果页面网址带有 https:// 前缀且浏览器状态栏中有钥匙或挂锁图标，则可证实页面是安全的。
- 我的预订没有显示在我的 Pitchup.com 帐户中
- 我需要婴儿椅/婴儿床/遮阳蓬/小帐篷/另加一辆汽车，应该在哪里添加这样的要求？
您可以在预订表单中添加订单附加项。添加附加项之前，请查看露营单元的说明，了解已经包含哪些附加项。如果您有任何特殊要求，请在预定表单的“特殊要求”框中做出说明。
我们建议您到店前先致电营地，确保其可满足您的特殊要求。联系方式将随附在确认邮件中。
- 我预订之后没有收到确认邮件 - 怎么办？
如果您在预订时提供了密码或已注册 Pitchup.com 帐户，可在您的 Pitchup.com 帐户中查看预订确认邮件。
如果您没有立即收到邮件，请查看垃圾邮件箱并将邮件标记为“不是垃圾邮件”。
如果您没有找到确认邮件并希望我们重新发送，请访问我们的联系表单，然后单击页面右上方蓝色的“重新发送我的预订确认邮件”按钮。如果仍然收不到确认邮件，请通过联系表单联系我们。
- 我预订假期之后会有哪些流程？我要入住的露营地/公园或者 Pitchup.com 会联系我吗？
提交订单之后，您将收到我们的电子邮件，邮件中随附详细的应付款信息。
部分营地和公园已经设有完整的支付选项。在这种情况下，您的确认邮件中将列明何时会从您的银行卡中扣除余款。在应付款项的前一日和当日，您也会收到提醒邮件。
请查看邮件了解您的入住场所的位置和详细联系方式。如果您有其他疑问，请直接联系入住场所提供方。
- 我预订的营地有问题 - 我应该联系谁？
如果问题涉及余款支付、修改和取消，又或者涉及露营地或度假公园本身，请通过确认邮件中的详细联系方式直接联系营地。如果您已经到达营地，请尽快提出问题，以便营地在您离店之前解决问题。
如果您的投诉涉及 Pitchup.com 的某项服务，或者您没有收到预订确认邮件，请通过 Pitchup.com 相应露营地页面上的“报告问题”按钮或我们的联系表单进行联系。
请注意，Pitchup.com 没有对我们的露营地进行过任何质量或其他方面的检查，因此我们不保证露营地适合于您。请查看我们的条款与条件了解详情。
如果出现重复订单（“超额预订”），请联系营地经理。营地经理有责任保持 Pitchup.com 上的配额，并应能够安排其他入住场所，还会就定金退款问题联系我们。如果您需要进一步协助，请联系我们，我们会尽最大努力提供帮助；但请牢记，我们是一家小型公司，可能无法立即作出回应。
度假归来后，如果您希望提交更多反馈，我们将给您发送邮件邀请您提交点评。
- How does Pitchup help avoid double bookings?
Over the years we have developed many features to minimise double bookings, including a mobile-friendly page to change vacancies instantly, text message confirmations, settings to prevent last-minute bookings, regular email updates and integrations with online calendars and more than 70 booking systems.
Terms on Coronavirus
- Am I entitled to a refund for my holiday?
When you make a booking on Pitchup, you are booking directly with the property (campsite or holiday park), and its cancellation policy applies.
Please check the cancellation policy and terms that appear in your confirmation email or in your Pitchup account.
Please consider postponing, rather than cancelling, your holiday. Most sites are under serious financial strain at present and are offering special arrangements to postpone bookings.
The property may agree to a later arrival date, or an exceptional refund - please discuss this with them directly using the contact details in your confirmation or in your Pitchup account.
If you have not yet paid the balance on your holiday, you can cancel your holiday via your Pitchup account, subject to the site’s cancellation policy. For bookings made before 01 March, 2022, Pitchup is able to apply your deposit to a later holiday.
Your travel insurance may cover cancellations where the destination appears in the government’s list of restricted destinations.
- What is the current UK government advice for my destination?
Visit the FCO website to check restrictions for your destination. This advice applies to “imminent” departures.
- 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.
Unless official advice is against travel to your destination, the property’s normal cancellation policy would usually apply. Travel insurance policies would also normally only cover destinations where the government of your home country has put in place restrictions.
The property may agree to a later arrival date, or an exceptional refund - please discuss this with them directly using the contact details in your confirmation.
- Is Pitchup a member of ATOL or ABTA?
No. ATOL would only apply to the failure of package holiday companies, and not for a major medical outbreak like Coronavirus.
- Will Pitchup be refunding deposits for stays cancelled due to Coronavirus, despite being ‘non refundable’?
Please consider supporting the sector by moving your booking to a new date with the site, instead of cancelling completely. You can do this by contacting the site direct.
A) If your booking was made before March 1, 2022, Pitchup is offering to refund your deposit against a future stay booked within 3 months after your arrival date.
For example, if your arrival date was 12th May, this means that you have from now until 12th August to make a new booking. There is no limit on the arrival date for your new booking, it can be for stays at any point in 2022 or beyond.
B) If the check-in time has already passed or if the booking is scheduled for after March 1st, 2022, the standard cancellation policy will apply.
To use your existing deposit against a future stay, contact us with your new booking reference (made within 3 months of your original arrival date). We will refund the lower of your two deposits back to your original card.
Most of Pitchup’s costs, such as advertising, staffing and payment processing costs, are incurred in the lead-up to the booking, which is why we are requesting customers to accept a credit where possible.
If this is unsuitable or any exceptional circumstances (for example serious illness), please contact us. We will be keeping this policy under review as developments unfold.
Your travel insurance may cover certain non-refundable cancellation costs: however this is likely to apply only for countries with government restrictions in place. Further information on travel insurance and coronavirus is available from the Association of British Insurers.
- Where can I find general advice about Coronavirus and its impact?
- What restrictions have destination countries put in place?
Destination
Status
Until
Source
UK
- Northern Ireland: All tourism accommodation and hospitality venues are open.
- England: Holidays in England are allowed and holiday accommodation are open.
- Wales: All holiday accommodation are open and there are currently no restrictions on travelling to Wales.
- Scotland: Tourist accommodation are open and there are currently no restrictions on travelling to Scotland https://www.pitchup.com/covid-camping/
Department for the Economy - Northern Ireland
Ireland
- Campsites and holiday parks are open.
-
Indoor restaurants and bars are open and proof of vaccination (or recovery from COVID-19) is no longer required to access indoor services.
- Social distancing is no longer required.
France
-
Campsites and holiday parks can accommodate guests in compliance with health regulations.
- Since 14 March 2022, the application of the "vaccine pass" (proof of full vaccination for all persons 16 years and older) has been suspended in all places where it was required (places of leisure and culture, catering activities, trade fairs and exhibitions, long distance transport...).
Italy
-
There are no coronavirus entry rules for people travelling from abroad.
-
The health certificate is no longer required to access businesses and services, including campsites and their facilities.
-
Here you can find updated information on the anti-Covid measures currently in force in Italy.
Netherlands
-
There are no coronavirus entry rules for people travelling from countries within the EU/Schengen area and from countries participating in the EU travel rules scheme.
-
If you are travelling by air, complete a health declaration form.
-
Find out the rules that apply when you travel from other countries via this link.
Spain
-
Campsites and holiday parks can accommodate guests in compliance with health regulations.
-
Regional governments are in charge of implementing their own restrictions to control the pandemic, so regulations may vary according to each region. You can find specific information for each region here.
-
The use of face masks is no longer required in public places, although it is mandatory in public transport and health centres.
- In order to enter Spain, all travellers regardless of their country of origin must show an EU Digital Covid Certificate or equivalent proof of vaccination, proof of recovery, or negative test result. Find specific information here.
Mandatory online form to enter Spain
Germany
-
There are currently no COVID-related regulations for the tourism and hospitality sector in place. Admission to campsites, restaurants, bars, shops or venues is no longer subject to restrictions.
-
The use of face masks is obligatory only in public transport and health clinics. Venues and public places may introduce the use of face masks individually.
-
The federal states have the right to declare themselves a “COVID hotspot”, introducing regulations such as the use of health certificates or masks as entry requirements. A collection of links to the websites of all federal governments is available here.
- There are no restrictions when travelling to Germany from abroad. Further information on entry regulations is available on this website.
- Will my campsite or holiday park still be open?
Most countries have now closed properties. Each location is setting its own restrictions, depending on guidelines from government and trade associations.
Please contact the property booked using the details in your confirmation email. You can also view these in your Pitchup account.
