Pitchup.com Reviews 2,210

Reply from Pitchup.com

Jan 26, 2026

Thank you for taking the time to share your feedback.

We understand how frustrating this situation must have been, and we’re sorry for the disappointment it caused. We’d like to clarify that the 15% deposit paid to Pitchup is non-refundable, as outlined in our terms and conditions during the booking process and on our website. The campsites and holiday parks listed on Pitchup set their own policies for balance payments. In this case, the site’s policy is “No refunds within 3 weeks of the arrival date,” which applies to the balance paid directly to the site, not the Pitchup deposit.

While we are sometimes able to make exceptions in exceptional circumstances, such as serious illness, our support team offered a goodwill gesture in your case by allowing your deposit to be used toward a future booking. This was outside of our standard policy.

We appreciate you sharing your feedback and regret that we couldn’t meet your expectations on this occasion. If you have any further questions, our support team would be happy to help.

Reply from Pitchup.com

Jan 14, 2026

We’re very sorry to hear about your experience and understand how frustrating this situation has been.

To clarify, as your booking was cancelled on the same day it was made, it does qualify for a refund under the campsite’s cancellation policy, and we have communicated this to the campsite. Bookings paid in full on Pitchup are paid directly to the campsite, which means refunds must be processed by the campsite via their own payment system. While we are unable to issue the refund ourselves, we have been actively supporting and guiding the campsite on how to process it.

We have since been in contact with the campsite, who have confirmed that a refund will be processed. We are continuing to monitor this closely to ensure it is completed.

We appreciate your patience while this was investigated and apologise for the confusion caused during this process. Our team will be in touch to confirm once the refund has been completed. Thank you for taking the time to share your feedback.

Reply from Pitchup.com

Jan 6, 2026

Thank you for taking the time to share your experience and concerns. We appreciate how important this issue is, particularly when it comes to accessibility, and we are strongly committed to making it easier for customers to find sites that meet their individual needs. To support this, we have introduced dedicated accessibility filters across Pitchup, and in the past year alone, around 1,700 sites have added accessibility information to their listings to help customers make informed booking decisions.

We understand how frustrating it can feel to see a review removed, especially when you’ve taken the time to leave honest feedback with the intention of helping others. We want to reassure you that reviews on Pitchup are published immediately after submission. However, if a campsite raises an objection, the review may be temporarily paused while we carefully investigate the matter in line with the UK Competition and Markets Authority (CMA) guidance.

We rarely remove reviews; only around 5% of total reviews submitted by customers that breach our review guidelines or contain information that is found to be inaccurate are removed. In the example you mentioned, the campsite offered information that the specifics in the review regarding their accessible showers, particularly that they had steps to access, were not accurate. On that basis, the review was subject to removal.

We’d also like to clarify that every review on Pitchup is from a genuine customer. Reviews can only be left by people who have booked through Pitchup.com, and only via their confirmed booking. This ensures that all feedback on the site comes from real customers.

We fully agree that accurate accessibility information is crucial, and we recognise that accessible facilities are not a preference but a necessity. This is exactly why we take disputes around factual accuracy seriously and investigate them carefully when they arise.

While we understand your caution around review scores, we hope this helps explain how and why moderation decisions are made, and reassures you that reviews on Pitchup are handled with care, fairness, and regulatory guidance in mind. Thank you again for raising your concerns and for continuing to use Pitchup.

Reply from Pitchup.com

Nov 25, 2025

We appreciate you taking the time to share your experience, and we're sorry we did not meet your expectations. We're aware you were not happy with the decision the site made regarding your refund.

When you make a booking on Pitchup, you are booking directly with the property (campsite or holiday park), and its cancellation policy applies. In this case, we've tried to support further and informed the campsite of your complaint and requested further information to see what could be done. The site advised that the pitch originally booked could have been made available, but another was accepted instead. As balances are paid directly to campsites, any refund can only be issued by the site itself and is subject to their terms and conditions.

Pitchup.com is an online marketplace, and each campsite has full control over its own bookings, prices, availability, and policies, so on-site experiences are usually resolved swiftly between the customer and the site.

We appreciate you taking the time to share your experience, and we're sorry you were not able to get the resolution you were looking for on this occasion.