Pitchup.com レビュー 

Pitchup.com からの回答

2025年11月25日

We’re really sorry to hear about the difficulties you experienced navigating our website. Being taken around the same pages repeatedly is certainly not the smooth, straightforward experience we want for our customers.

Our system didn't highlight any issues, so we reached out to you via Trustpilot to confirm your details so we can properly investigate this issue, but unfortunately, we haven’t yet received a reply. We take any technical problems very seriously, and your feedback is incredibly valuable in helping us identify and fix potential bugs in our system.

Our customer service team is always here and happy to help. If you’d like to discuss this further or need assistance with anything at all, please don’t hesitate to get in touch with us here: https://www.pitchup.com/about/contact/. We’d love the chance to make things right.

Pitchup.com からの回答

2025年11月27日

Thank you for taking the time to share your experience, and we’re very sorry for the inconvenience and disappointment this situation has caused. A double-booking and the resulting refund issues are absolutely not the smooth, straightforward booking experience we strive for.

As soon as we were informed of the issue, we contacted the campsite and explained the refund requirements under our Terms & Conditions. Throughout the process, we repeatedly guided them on how to issue the refund correctly, contacting them 11 times with detailed instructions, including clarifying where the payment was made, what actions were needed in their payment account, and how to resolve the insufficient balance preventing the refund from going through.

We also advised them on two separate occasions that, if the refund was not completed, a bank dispute may be raised. During this time, we kept you updated on the options available to help you receive your funds as quickly as possible.

Unfortunately, while we can provide direction and support, payment is made directly with the campsite; they therefore control the payment account, and the refund cannot be completed until they take the required action. We fully understand how frustrating this is, especially given the amount of time you’ve spent following up. As a result, the campsite have now been removed from accepting further bookings on Pitchup.
We have continued to press the campsite for resolution, and we’re very sorry that your experience hasn’t reflected the standard we aim for.

Pitchup.com からの回答

2025年12月22日

We’re very sorry to hear about your brother's experience and understand how frustrating this has been. We want to assure you that we weren’t passive in this process; we contacted the campsite on 11 occasions, with full details of the refund due, including clear instructions on how to process it. We also advised twice that a bank dispute may be raised if they failed to act.

Despite all efforts, the site still has not completed the refund, and as a result, they have now been removed from accepting further bookings through Pitchup.
To clarify, the payment for your booking was sent directly to the campsite. Our terms state they are responsible for issuing refunds, but we do everything possible to support our customers when issues arise, and we understand your disappointment. We have strongly urged the campsite to resolve this, as they are the holder of the funds.

Regarding your comment about booking direct being easier and cheaper, Pitchup is designed to provide a simpler, transparent way to find and book campsites, at no extra cost. All campsites agree to our pricing parity rule, meaning bookings via Pitchup must be the same price or cheaper than booking direct.
In most cases, this offers the convenience and reassurance customers are seeking, and we are genuinely sorry that your experience did not reflect that.

Pitchup.com からの回答

2025年11月27日 に更新

We’re very sorry for the frustration you’ve experienced, and that you weren't aware of what we were doing behind the scenes to support you – we contacted the site on 11 separate occasions with full information on the refunds due, including step-by-step instructions. We also advised twice that a bank dispute might be raised if the refund wasn’t completed. Despite these repeated efforts, the campsite has still not processed the refund. As a result, they have now been removed from accepting further bookings on Pitchup.

To clarify, the funds for your booking were paid directly to the campsite. While our terms do state that the campsite is responsible for issuing refunds, we always do everything we can to assist when issues arise, and we fully understand why you’re disappointed. We have strongly urged the site to take immediate responsibility for resolving this.

Regarding your comment about booking directly being easier: Pitchup.com is designed specifically to make finding and booking campsites simpler and more transparent, at no extra cost to you. We act as an online marketplace, offering a wide choice of sites in one place, and all campsites must comply with our parity agreement, meaning bookings through Pitchup must be the same price or cheaper than booking direct. In most cases, this provides the convenience and reassurance customers are looking for, and we are sorry that your experience did not reflect that.

Pitchup.com からの回答

2025年12月22日

We appreciate you taking the time to share your experience, and we’re sorry to hear that your stay did not meet your expectations.

When you make a booking on Pitchup, you are booking directly with the campsite, and its day-to-day operations and on-site facilities are managed by the site itself. Pitchup is unable to intervene in on-site experiences such as cleanliness, maintenance, or staff conduct, unless advertised facilities are not available.
We hope you can understand our position, as we were not on site when these Issues happened, so in the majority of cases, these are resolved between the guest and the campsite directly. We're sorry this wasn't the case.

We raised your concerns with the campsite and contacted the site to request that, when walking information or trail leaflets advertised on their listing are unavailable, guests are kept informed in advance by email or text to help ensure this part of the experience is clearer for future visitors.

We appreciate you sharing your feedback and are sorry that you were not able to get the outcome you were hoping for on this occasion.

Pitchup.com からの回答

2025年9月3日

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.