Reviews Policy
1. Our Commitment to Honest Feedback
We believe that authentic feedback is the best way to help fellow members find their perfect pitch and to help us improve our product and services. We are committed to ensuring our reviews are fair, transparent, and helpful.
Within this document, we outline our approach to managing member, guest and customer feedback, encompassing insights gathered via our own platform, Trustpilot, alternative third party platforms, and our own market research initiatives.
External review partners utilise specialised systems to confirm that experiences are legitimate; we collaborate with these providers to maintain the integrity of all published content, ensuring it remains helpful and fair for our community.
We take all reasonable steps to ensure we display honest reviews on our website and in our communications.
We do not allow fake reviews
All reviews should come from real members and guests or customers, who have had a genuine experience with us. We will never display any reviews which we know are or believe to be fake.
If we reasonably suspect a review to be fake, we will take steps to remove it or request its removal from third party platforms that are not managed by us.
2. Where We Collect Reviews
We collect reviews across two primary streams to ensure relevance:
UK Club Campsites, Certificated Locations & European Campsites (Club Ratings)
- UK Club Campsites: We invite both Members and Guests (non-members) who have stayed on our campsites to share their experiences.
- Member-Exclusive Stays: Reviews for Certificated Locations (CLs) and European campsites are collected exclusively from members, as these network campsites are for member-use only.
Products & Services (Trustpilot)
Through our partnership with Trustpilot, we gather feedback from our members and customers regarding their personal experiences with our products and services.
3. Verification and Eligibility
To ensure the integrity of our reviews, we verify that the reviewer has a genuine experience with the product or location.
Invitation to Review: We primarily collect reviews by emailing shortly after a stay or the purchase/renewal of a product or service.
Genuine Experience: You must have personally stayed at the campsite or purchased the product and service being reviewed.
Timeframe: While we generally invite reviews immediately following your experience to ensure accuracy, we accept reviews regardless of the time elapsed, provided the experience was genuine and verified.
4. Incentives and Transparency
We value unbiased opinions and so we don't offer rewards or incentives for reviews, whether they are positive or negative.
Reviews: We generally do not offer financial incentives, payment, or rewards to members or guests in exchange for positive public reviews.
Surveys: Occasionally, we may offer entry into prize draws or small incentives for completing feedback surveys (market research). If a public review is ever incentivised, it will be clearly labelled as such.
5. Publishing and Moderation
We believe in transparency.
Immediate Publication: On our own platforms, as well as third-party sites like Trustpilot, Google, and Facebook, reviews are typically published immediately.
Post-Publication Moderation: We monitor reviews after they are posted. We reserve the right to remove or request the removal of any content that breaches our content guidelines (see Section 6).
Right of Reply: We will reply to reviews to offer thanks, clarify misunderstandings, or apologise for shortcomings in our service.
6. Content Guidelines
To maintain a helpful and safe community, we will remove reviews that contain:
Personally Identifiable Information (Staff Naming): We have a strict duty of care towards our staff, site managers, and site owners. You must not name individuals in your reviews. Please refer to them by job title (e.g., "Site Manager", "The Site Owner”, "The Call Handler"). Reviews naming individuals will be removed or redacted.
Offensive Content: Profanity, hate speech, discriminatory remarks, or threats of violence.
Irrelevance: Spam, advertising, or content unrelated to the specific site or service being reviewed.
Please see our full Review Standards and Guidelines for more information on our expectations for reviews.
7. Reviews vs. Complaints
There is a distinct difference between a review and a formal complaint.
Reviews: These are for sharing your general experience and opinions on our product and services.
Complaints: If you have a specific issue requiring investigation, a refund, or a direct resolution (e.g. a specific service failure), this must be directed through our formal Compliments and complaints process.
Note: We reserve the right to remove reviews that are clearly unresolved complaints best handled by our Membership Services team, particularly if they contain sensitive booking or account details.
8. Third-Party Platforms
While we moderate our own Club Ratings platform and manage our Trustpilot page, members and guests may also choose to leave reviews on open platforms like Google or Facebook. While we cannot always remove reviews from these platforms, we actively monitor them and will respond or report content that violates the platform's community standards (e.g., fake reviews or abuse).
Last update
This Reviews Policy was last updated in August 2025.