These are just some of our most frequent questions from our customers – so please drop us an email at firstname.lastname@example.org if you have any queries that aren’t answered below, we’ll get back to you right away.
HOW DOES PITCH VILLAGE WORK?
Pitch Village is a Pre-Pitched accommodation provider. This means that we do all the hard work for you.
Choose your festival, choose the size and style of tent you wish to camp in – add on your extras such as air beds and sleeping bags… and when you arrive at the festival in our dedicated Village – your package will be pitched up, blown up and plumped up ready for you.
By booking to stay in our Village not only do you get a hassle-free camping experience, but you get to make use of all of our facilities too.
From toilets and showers – to free phone charging and valuables storage – we take the sting out of some of the add-on, or unforeseen extras that can come as part of the festival experience.
Our Villages are perfect for groups who want a hassle-free journey to the gig, and weekend on site – to those who like a few essential comforts (like a hot shower, and a hairdryer!) – as well as first time festival goers, and families.
We provide safe, secure camping on site – with 24 hour customer service and dedicated security ensuring you, your friends and your family can have peace of mind – while you enjoy the weekend’s entertainment.
All of our packages are based around your chosen tent.
Please check your chosen festival’s product pages for more information on the exact Village you will be staying in, facilities differ from Village to Village.
In most Villages these include private toilets, showers, dedicated security, free phone charging, a pamper station, 24/7 customer services, premium campsite location and spacious pitches.
Did we mention free caffeine?!
WHAT’S NOT INCLUDED?
We don’t include sleeping bags, or air mattresses as standard – unless we have stated otherwise for a specific event. This is to give our customers the greatest flexibility in choosing their packages.
We will give you a very clear confirmation of exactly what you have booked, and what will be provided in your Village – as some Villages can differ slightly, depending upon which Festival you are going to.
We don’t provide pillows, or any equipment such as head torches, baby wipes, ear plugs or eye masks! However all of these items can be very useful at a festival, and will be available from our store on site.
WHY DON’T PACKAGES INCLUDE AIR BEDS AND SLEEPING BAGS?
We want our packages to be a flexible as possible. Some of your friends or family might already own a sleeping bag, so not want to pay to hire or buy one. Similarly – some people might prefer to bring or buy a roll mat to sleep on, rather than book one of our air beds.
We can provide everything that you need for our stay – but want to give you the control, so you only pay for what you want or need.
IF THERE ARE ONLY SAY, 3 OF US, IN A 4 MAN TENT – DO WE GET A DISCOUNT?
Unfortunately we do not give discount for unused space in your tents – for example, if only 3 people plan to camp in a 4 man tent you will still have to pay the full price of the tent.
It is also not possible to camp anymore than the maximum number of campers per tent. Each camper up to the maximum will be given a wristband to access the village, so popping 6 people in a 4 man tent doesn’t work we’re afraid!
We have 2, 4, 6 and 8 man tents available – you can fill them up, or give yourselves some extra space.
DO I OWN THE EQUIPMENT IN MY PACKAGE?
Package prices are for the rental of tents and equipment, their supply and maintenance – and our services in creating our lovely villages for you.
All equipment remains the property of Pitch Village unless stated otherwise.
CAN I BOOK A PACKAGE FOR ANOTHER PERSON, SUCH AS A RELATIVE OR FRIEND?
Yes you can!
If you are booking for somebody else – please email us with your confirmed booking reference and let us know the name of the lead individual who will be checking in.
Pitch Village is the perfect gift for friends and family this summer, whether you want to make sure your family member has a little extra comfort, 24 hour assistance on hand, and a few less hassles going to their first festival – or just to treat a loved one to a festival upgrade.
CAN I CANCEL OR ALTER MY BOOKING BEFORE THE EVENT?
Yes you can. Please see our terms and conditions for the minimum notice that needs to be given, and the corresponding refunds that will be given.
To help us plan and build our villages – we require a minimum amount of notice when cancelling a booking.
Similarly – if we are unable to run one of our Villages due to a lack of uptake, or a situation out with our control – we aim to give you as much notice as possible, a minimum of 4 weeks.
IS THERE AN AGE LIMIT TO STAY IN THE VILLAGE?
Each of our Villages follows the age restrictions of the selected festival, this will be detailed in their essential info or Terms and Conditions. This commonly means that children and young people must be accompanied by an adult who is responsible for them during their time at the festival, and that a maximum number of children can be accompanied by any one adult.
Please check these conditions when you book your ticket for admittance to the festival.
In addition to these conditions we ask that Villagers who are responsible for children or young people – ensure those they are responsible for – also camp within the Village. On the reverse, children and young people cannot stay in the Village unless their guardian is also a Villager.
This is to ensure the safety of our young Villagers, and identification may be asked for at check-in, as well as the completion of a guardianship form.
I’M COMING TO THE VILLAGE AS PART OF A GROUP, CAN WE PAY FOR OUR PACKAGE SEPARATELY?
Packages must be paid for in full at the time of booking, unfortunately we are not able to accept part payments.
If you are part of a group – we suggest that each camper pays a designated lead Villager who can then complete the booking in full.
CAN WE UPGRADE OUR PACKAGE, OR ADD EQUIPMENT WHEN WE ARRIVE ON AT THE VILLAGE?
Yes! We will have a limited number of tents, air beds, sleeping bags and other handy camping essentials that you can purchase from our reception team – so there’s no need to worry if you forget something, we’ve got it covered.
We will have a minimal number of additional tents too, so if you choose to upgrade then we may be able to facilitate this – we regret to say that we are unable to refund the difference for any changes to packages on site that have a lesser value.
WHAT ELSE SHOULD I BRING WITH ME?
In our experience, as little as possible! Pitch Village allows you to wave goodbye to hauling heavy bags across car parks, onto buses and into campsites. So why bring more than you have to!
It’s always a good idea to bring the following between you and your mates;
– Sensible Footwear (we’re talking walking boots, wellies and comfortable shoes)
– Warm clothes (even in Summer, it can get very cold at night!)
– Waterproofs (it is the UK after all)
– Suncream (the sun is outside all day long, and if you plan to be – you’ll need some of this, even if it doesn’t seem sunny
– Refillable Water Bottle (stay hydrated, party longer!)
– Medications (if you need to take medications, make sure you bring enough for the weekend)
– Wet Wipes (the real festival heroes!)
– Phone Charger (we provide the power, just bring your own charger and we’ll keep you on the phone, on Facebook and Instagram all day long)
These are just a few suggestions – lots of festivals give great advice on what to bring. Be sure to check the weather too!
WHEN WILL I RECEIVE MORE INFORMATION, LIKE DIRECTIONS?
We aim to send out all final information packs 3 weeks before your arrival.
These packs will include a confirmation of your package choices, facilities on site, upgrade options, directions from the nearest public transport, car parks and local area – as well as the contact number for the Village Manager in case you have a problem.
As always, if you have a question, or don’t receive this information – please just get in touch with us via our website or email@example.com and we’ll come right back to you.
WHEN DO I NEED TO ARRIVE?
Whenever you like! We are open 24 hours a day on site – our initial opening and closing times will be included in your welcome pack.
Unfortunately we cannot offer discounts to Villagers who do not show up, or who arrive after the first day. Packages cost the same whether you stay for 2, 3 or 4 nights.
WHAT DO I HAVE TO DO WHEN I LEAVE?
As we are part of the Festival, the Village will close in line with the Festival campsites closing time. This is generally early to mid-afternoon. We will confirm this with each festival and include this information in your confirmation pack in advance of your stay with us.
When you are ready to leave, please just pop by reception to let us know that you have left – claim any valuables or belongings we’ve been storing and we’ll wish you farewell.
At this point we will cut off your Village wristband (which you are welcome to keep as a souvenir of your weekend!) but you will not be able to re-enter the village. This is to make sure that even the day after the event, the belongings of the Villagers still on site are safe and sound.
WHAT DO PITCH VILLAGE DO WITH THE TENTS AND EQUIPMENT AFTER THE FESTIVAL?
After the festival – if we deem the equipment still to be in tip top condition, we’ll use it again at more festivals and events to create our lovely Villages. The average festival tent is used only once (!) in the UK, which is not only wasteful but terrible for the environment as most of these are left and taken to landfill by festival organisers. Once a tent is no longer suitable for our Village, we promise to either recycle, repurpose or donate the tent to a worthy cause. We will give tents and equipments to these causes directly to ensure they are going to people who need them most. That’s part of being part of a community bigger than just our Villages.
THE PACKAGE I WANT TO BUY HAS SOLD OUT. WILL YOU PUT MORE ONSALE?
Once a certain package sells out, for example a 2 man tent package – you can either; book a different package, or get in touch with us and we will see if we can work some magic with our stock – and put some more on sale. This is very dependent on availability however – so we suggest booking soon to avoid disappointment.
CAN I BRING MY FRIENDS BACK TO THE VILLAGE FROM THE STANDARD CAMPSITE?
Unfortunately not. Our facilities and our capacity are determined by the number of Villagers we have on site, who have paid for the privilege to use them – therefore unless a camper is in possession of a Village wristband they won’t be able to access our site.
ARE YOUR VILLAGES FAMILY FRIENDLY?
Very much so! We design our villages to be the most hassle-free, all inclusive service possible. Within our villages we have family facilities, quiet zones and 24 hour customer service staff to help. We have a range of ways that we can help out during your stay – from fridges for baby food and milk, to baby change toilets.
ARE THE BABY CHANGE AND ACCESSIBLE FACILITIES IN YOUR VILLAGES?
Yes. We have toilets that are fully accessible and have baby change facilities. We will also have fridges on site dedicated for baby food or medication that require refrigeration on site. If you have any other access or support needs please let us know in advance so we can do our best to help.
** Please note, if requested we can pre-pitch any camping package suitable for those who plan to camp in the Festival’s disabled camping area. We will also discount the package rate due to the non-use of Village facilities throughout the weekend. Please contact us to discuss further.
WHAT HAPPENS IF MY TENT OR BELONGINGS GETS WET IN BAD WEATHER?
If the weather causes you discomfort; for example you tent gets wet through, or your sleeping bag gets soggy – come see our staff and we will replace them for you as soon as we can.
WHO CAN I SPEAK TO IN THE VILLAGE IF I HAVE A PROBLEM OR CONCERN?
Our customer service staff and Village manager are on site 24 hours a day. Whether you just want a natter over an early morning coffee (free caffeine remember!) or you have a concern about your equipment, a fellow campers behaviour or just questions about the festival – let us know – we love to talk, and we want you to have the best experience possible.
WE WANT TO CHANGE OUR PACKAGE, ADD ITEMS ON OR REMOVE ITEMS IN ADVANCE – HOW DO WE DO THIS?
Log in ‘My Account’ and select the option to alter or cancel your booking. If you have any problems, just contact us via our website or email us at firstname.lastname@example.org
ARE THERE RULES IN THE VILLAGE ABOUT BEHAVIOUR?
As lovely and relaxed as our Villages are created to be – this is still the real world, and there are few behaviours and courtesies we expect from our Villagers. With your confirmation pack we will send a little note of these to you, but they include the following; being respectful to our property and equipment, respecting your fellow Villagers, zero tolerance of anti social behaviour and respecting our environs.
CAN I BRING ALCOHOL, FOOD AND GAS STOVES INTO THE VILLAGE?
Yes you can, you are permitted to bring food and drink into our village provided that it is not contained in glass bottles. As with the rest of the festival and standard UK laws – under 18s are not permitted to consume alcohol on our premises, and drugs are strictly forbidden. We receive the right to politely search Villagers on entry – for their own, and others safety and security.
Each Festival has their own list of prohibited or excluded items, at some festivals this includes gas stoves.
We will ensure that this is outlined clearly in your confirmation pack in advance of your stay.
Where gas stoves are permitted, they must be used in dedicated cooking areas for Fire Safety reasons.
Any violation of our code of conduct, or the wider festival rules may result in non-admittance or removal from The Village, and the Festival overall – no refund will be given.