Pitchup.com Omdömen 2 215

Svar från Pitchup.com

3 sep. 2025

Thank you for taking the time to share your feedback. We’re truly sorry to hear about your experience and how it made you feel.

Please rest assured that we would never call a customer a liar. Reviews on Pitchup are very important to us, and we want them to reflect genuine guest experiences. All reviews are published straight away, but if a campsite objects, the review may be paused while we carefully investigate in line with the UK’s Competition and Markets Authority guidance.

We understand how frustrating it can be to have a review removed, especially when you’ve taken the time to share honest feedback. Even if a customer decides not to stay after arriving, their review is still considered valid. Only reviews from customers who don’t visit the site at all are not published.

We understand how disappointing this was and want to reassure you that your experience has been heard and considered within our process.

Svar från Pitchup.com

Uppdaterad 5 sep. 2025

We’re very sorry to hear about your experience. Pitchup is an online marketplace and all listing content, including availability, pricing, and accommodation types, is managed directly by each campsite or holiday park through their manager portal.

As your booking was paid in full, the funds were transferred directly to the campsite, and any refund can therefore only be issued by them. We have contacted the site multiple times and provided them with clear instructions on how to process your refund. While they have responded, they have unfortunately not taken the necessary action.

We completely understand how disappointing this has been, and appreciate that you have already raised this with your bank. We will continue to support where possible and cooperate fully with your bank to assist in resolving the dispute.

We also want to clarify the point regarding payments. When customers pay the balance, whether at the time of booking or later, funds are transferred directly to the campsite’s account. Campsites can view these transactions and remittance details at any time through their manager portal. For this reason, the statement that they were not paid for your booking (or others) is not accurate, and we will be following up with them directly to address this matter.

Svar från Pitchup.com

Uppdaterad 26 aug. 2025

We’re very sorry to hear about your experience.

As Pitchup.com is an online marketplace, all listing content (including pricing, availability, and accommodation types) is provided directly by the campsite or holiday park, and it is their responsibility to keep this information accurate and up to date.

We’ve tried reaching out to you via Trustpilot to confirm your booking details so we can look into this further, but unfortunately haven’t received a response yet. Please do get in touch with our customer service team at enquiries@pitchup.com, and we’ll be happy to investigate.

To clarify, sites listed on Pitchup.com set their own rates, and booking through Pitchup should cost the same as booking direct. The deposit paid through Pitchup is not a booking fee but part of the overall cost of your stay. We also have a strict price-parity policy in place and take any concerns around this seriously.

For changes to bookings, these do need to be handled directly with the campsite, as they manage their own availability and policies, but our customer service team is always here if you’d like support along the way.

We’d really like the chance to put this right, so please do get in touch when you can.