TravelUpReviews 2,087

Good morning, Nilda.

We are truly sorry to read about your experience and sincerely apologise for the frustration and disappointment you faced while trying to obtain your hotel confirmation number.

Spending several hours on the phone, especially when preparing for a hotel stay, is understandably stressful. What concerns us even more is your comment regarding the disrespectful manner of some of the representatives you spoke with. This is absolutely not the level of service we aim to provide.

At TravelUp, we pride ourselves on our customer service, and such instances are not only unfortunate but completely intolerable. Every customer deserves prompt assistance, clear communication, and above all, respect. We deeply regret that this was not your experience.

We take matters like this very seriously and would like to thoroughly investigate what happened. To help us do so, could you please email our dedicated support team at [email protected] with your registered mobile number and full details of your complaint? Once we receive your information, we will conduct a full review of the calls and interactions involved and assure you that appropriate action will be taken.

Your feedback is extremely important to us, and we appreciate you bringing this to our attention. We hope to have the opportunity to restore your confidence in our service.

Kind regards,
TravelUp

Good morning, Barb.

Thank you for taking the time to share your feedback.

We are truly sorry to hear that your experience with us felt frustrating and disappointing. We completely understand how important it is to receive a speedy response, especially when it concerns your accommodation and travel plans.

At TravelUp, we want our passengers to have a seamless overall experience, and such incidents are truly unfortunate. We sincerely apologise if the response time and communication process did not meet your expectations. We understand that relying primarily on email communication can feel inconvenient when you are seeking immediate reassurance.

We would like to clarify that all our phone lines are fully operational and intact. However, for amendments to existing reservations, our procedure requires requests to be submitted via email. This is to ensure that all changes are documented in writing and processed accurately by our dedicated hotel amendments team.

Upon reviewing your case, we can see that you were correctly advised by our hotel team expert that adding an additional night to your existing booking would be considered an extra cost. You were informed that if we amended the original booking, the charges would be higher. For this reason, we offered to create a separate booking for the additional night, to which you kindly agreed, and a secure payment link was sent to you.

We can also see that the payment attempt was unsuccessful due to an issue with your card. Unfortunately, in such cases, the transaction failure is outside of our control, as it depends on the card issuer’s authorization process. We would kindly suggest contacting your card provider to better understand why the payment was declined and to help avoid similar situations in the future.

That said, we truly regret that the overall experience left you feeling dissatisfied. Your feedback is important to us, and we continuously review our processes to improve clarity, communication, and efficiency for our customers.

Kind regards,
TravelUp

Good morning, Nannette.

First and foremost, we are truly sorry to hear about your daughter’s surgery and the stress surrounding this important time for your family.

We sincerely hope everything goes smoothly and wish her a safe and speedy recovery. Situations involving medical procedures are already overwhelming, and we completely understand how any additional inconvenience can feel extremely upsetting.

At TravelUp, we want our passengers to have a seamless booking experience, and such incidents are truly unfortunate. We regret that this situation has caused you frustration during what is clearly a very sensitive time.

After carefully reviewing your case, we would like to clarify how our booking process works. For all website bookings, before finalising the reservation, a system-generated booking confirmation page is presented to the customer. This confirmation includes all the important information selected at the time of booking — such as customer details, travel dates, property, and stay duration. The purpose of this step is to allow customers to carefully review (proofread) all selections before providing consent. We are not able to proceed with the booking unless the customer actively provides that consent.

In your case, we can see that consent was provided, and the booking was processed exactly in line with the dates and details selected at that time. The final confirmation issued matches the consent given, and therefore there was no oversight or alteration made on our end.

We do understand that, especially when booking online — sometimes with multiple tabs open or while managing other urgent matters — it is possible to accidentally select incorrect dates. While we truly sympathise with how stressful this situation must feel, the reservation was issued according to the details chosen and approved during the booking process.

We respect your decision whether or not to use our services in the future. However, we want to reassure you that we proceeded strictly based on the information selected and authorised at the time of booking.

Once again, we sincerely wish your daughter all the very best with her surgery and recovery.

Kind regards,
TravelUp

Good morning, Destiny.

Thank you for taking the time to share your feedback with us.

We are sorry to hear about the inconvenience you experienced with the shower handle during your stay. Having to use a towel to turn the knob and spending a long time trying to figure it out must have been frustrating, especially when you simply want to relax and enjoy your room. While we are pleased to hear that the staff was nice and that the room itself was okay, we completely understand how issues with basic amenities can impact your overall experience.

Unfortunately, as a travel agency, we do not have control over real-time maintenance issues or the condition of facilities at the property. These matters are managed directly by the hotel’s on-site team. We would strongly recommend contacting the property directly to discuss the broken shower handle and the inconvenience caused, as they are in the best position to address maintenance concerns and review any potential compensation where applicable.

That said, we truly value your feedback. Comments like yours are important, and we will also ensure that this is noted on our end when reviewing our hotel partners.

We appreciate you bringing this to our attention and hope your future stays are much smoother and more comfortable.

Kind regards,
TravelUp

Good morning, Diane.

Thank you for sharing your feedback with us.

We’re sorry to hear that the cancellation process was not as smooth as you expected. We understand that when plans change, customers want a quick and straightforward way to cancel a booking without any added inconvenience. Having to email us after attempting to cancel online must have been frustrating.

At TravelUp, we aim to make both bookings and cancellations as simple and seamless as possible. In some cases, depending on the booking type, rate conditions, or supplier requirements, cancellations may need to be processed manually by our support team rather than directly through the self-service portal. This is to ensure that the cancellation is handled correctly and in line with the fare rules attached to the reservation.

We appreciate your patience in contacting us by email so we could complete the request for you. Your feedback is important, and we are continuously reviewing our systems and processes to improve the overall customer experience.

Thank you again for bringing this to our attention, and we hope to provide you with a smoother experience in the future.

Kind regards,
TravelUp

Good afternoon, Steve.

Thank you for your feedback, and we sincerely apologise for the confusion and frustration this situation has caused. We completely understand how concerning it must be to expect a reservation in one location and see it confirmed elsewhere.

At TravelUp, we want our passengers to have a seamless booking experience, and situations like this are truly unfortunate. After reviewing your case, we can confirm that your reservation was completed as an online self-service booking, meaning it was made directly on the website without any manual intervention from our side.

For all website bookings, a system-generated booking confirmation is automatically sent to the customer immediately after completion. This confirmation includes all the details selected at the time of booking, such as destination, dates, and guest information. Our records indicate that the confirmation reflecting the booked location was issued accordingly, and consent was provided before proceeding with payment. This suggests there was no system error or oversight from our end.

To review your available cancellation options, we kindly request that you email your booking details to [email protected], and our team will be happy to assist you further.

We truly regret the inconvenience caused and appreciate your understanding.

Warm regards,
TravelUp

Good afternoon, Tina.

Thank you for bringing this to our attention. We sincerely apologise for the stress and concern this situation has caused. We completely understand how worrying it must be to have paid in full and still not feel assured about your reservation—especially for a major event like the Kentucky Derby.

At TravelUp, we want our customers to have a seamless and confident booking experience, and we truly regret the anxiety this has created for you.

To provide you with the most accurate and up-to-date information regarding your reservation status, we kindly request that you email us at [email protected]
with your booking details. Our team will immediately review your case, verify the confirmation status with the property, and provide you with a clear update.

We appreciate your patience and assure you that we will do our best to assist you promptly.

Warm regards,
TravelUp

Good afternoon, Stephanie.

Thank you for your feedback, and we sincerely apologise for the distress and inconvenience you experienced. We completely understand how upsetting it must have been to arrive at the hotel after paying online, only to be told there was no record of your reservation.

At TravelUp, we strive to ensure a smooth and reliable booking experience for all our customers, and situations like this are highly unusual. We take this matter very seriously and would like to investigate your case thoroughly.

Could you please email your booking details to [email protected]? Our team will review the reservation, liaise with the property if necessary, and work towards a resolution as quickly as possible.

We truly regret the inconvenience caused and appreciate your patience while we look into this matter.

Warm regards,
TravelUp

Good afternoon, Kathryn.

Thank you for sharing your feedback, and we sincerely apologise for the frustration and confusion this situation has caused.

We completely empathise with how concerning it must be to notice a discrepancy between your booking and the receipt.

After investigating your case, we can confirm that this reservation was booked directly on our website. For all website bookings, a system-generated booking confirmation is sent automatically to the customer. This confirmation includes all essential information—such as customer details and reservation specifics—that are selected or provided by the customer at the time of booking. Our records show that you provided your consent to this information, and we proceeded accordingly. The booking confirmation aligns with the details you approved, which indicates there was no oversight on our end.

We do understand how confusion can arise, especially if multiple tabs are open while making a booking, which can sometimes lead to selecting an unintended option.

While we understand your decision to share your experience with friends, family, or your community, we kindly suggest also mentioning that the booking confirmation clearly reflected the details provided and approved at the time of booking. This helps give a complete perspective of the situation.

We truly regret the frustration caused and appreciate your understanding.

Warm regards,
TravelUp

Good afternoon, Darren.

Thank you for sharing your feedback, and we sincerely apologise for the frustration and anxiety this situation has caused. We completely understand how stressful it must be to have paid in full yet be told by the hotel that there is no record of your reservation.

At TravelUp, we want our customers to have a care-free and seamless travel experience, and incidents like this are truly unfortunate. Please be assured that we have already advised our hotels team to get in touch with you, and one of our representatives will be contacting you shortly to resolve this matter.

In the meantime, we kindly request that you email your booking details to [email protected]
so our team can expedite the investigation and ensure your reservation is fully confirmed.

We truly regret the inconvenience caused and appreciate your patience while we work to resolve this promptly.

Warm regards,
TravelUp

Good afternoon, Jonathan.

Thank you so much for your fantastic 5-star review! 🌟

We completely understand that trying a new service can feel a bit uncertain at first, so we’re thrilled to hear that your experience with TravelUp exceeded your expectations. It’s great to know our proactive support and attention to your questions or concerns helped make the process smooth and reassuring.

We’re also glad you found the best price with us—offering great value while ensuring a seamless booking experience is always our goal. Your feedback motivates our team to continue providing excellent service and competitive rates for all our customers.

We look forward to helping you with your next trip! ✈️

Warm regards,
TravelUp

Good afternoon, Anne.

Thank you for sharing your feedback, and we sincerely apologise for the frustration and stress this situation has caused. We completely empathise with your circumstances and are truly sorry to hear that your husband fell ill with COVID-19—it must have been very difficult for both of you.

At TravelUp, we want our customers to have a seamless and worry-free experience, and incidents like this are unfortunate. After reviewing your case, we would like to inform you that the property you booked does not have specific COVID-related guidelines for cancellations or changes. As a result, we are required to follow the fare rules set by the property, which indicate that the reservation is non-changeable and non-refundable. Unfortunately, this means there was nothing we could do to override these rules on your behalf.

We truly regret the inconvenience and disappointment caused and appreciate your understanding of the limitations set by the property.

Warm regards,
TravelUp

Good morning, Terry.

We are truly sorry to read about your experience and understand how frustrating this situation must have been for you.

Travel disruptions are stressful enough, and when you are trying to reschedule a reservation, you naturally expect quick and helpful support. We sincerely apologise that you felt unable to reach assistance when you needed it.

At TravelUp, we want all our customers to have a seamless overall experience, and situations like this are truly unfortunate.

After carefully reviewing your reservation, we can see that the booking was made for 13th February, and you contacted us on 14th February requesting to change the reservation. Unfortunately, by the time we were contacted, the check-in date had already passed, and the booking was automatically marked as a no-show by the property. Once a reservation becomes a no-show, the hotel’s policy applies, and amendments or refunds are no longer permitted under the booking terms.

We completely understand how disappointing this may be. However, any changes or rescheduling requests must be made before the stay date. Once the check-in date has passed, neither we nor the hotel are able to modify the reservation, as it is governed by the agreed booking conditions.

For future reference, we kindly request that you contact us prior to your stay date if you need to make any changes. Unfortunately, once the booked date has passed, there is no possibility for any party to assist further.

We regret that this experience has left you feeling dissatisfied, and we truly wish the circumstances had been different.

Kind regards,
TravelUp

Good morning, Jerry.

Thank you for taking the time to share your feedback with us.

We are sorry to hear that you found the booking experience clunky compared to major hotel sites and that the requirement to print a voucher felt outdated. We completely understand that in today’s digital world, being able to simply show a confirmation on your iPhone is often more convenient, and we appreciate you highlighting this point.

At TravelUp, we continuously review our processes to improve usability and customer experience. In some cases, a printed or downloadable voucher is requested by properties as part of their check-in procedure, ensuring that all necessary booking details are easily accessible for both the guest and the hotel. However, we recognise that many hotels now accept digital confirmations, and we are working with our partners to encourage more flexible options where possible.

Your feedback regarding the website experience is valuable, and we will pass it on to our development and product teams for review. Our aim is to provide a smooth and modern booking experience while still ensuring all reservations are properly documented and recognised by the property.

Thank you again for your honest comments. We truly appreciate your business and hope to have the opportunity to serve you again in the future with an improved and even more seamless experience.

Kind regards,
TravelUp

Good morning, Sherry.

We are truly sorry to hear about your concerns and we empathise with the frustration this has caused.

However, after reviewing your booking, we are unsure of what exactly you are referring to. The booking confirmation that was sent to you prior to finalisation clearly reflects the hotel and details you selected, and we can also see that you provided your consent before the reservation was issued.

The confirmation document aligns with the information chosen at the time of booking, and there were no changes made by us after completion. We completely understand how important it is for reservations to match expectations, and we regret that you feel otherwise.

At TravelUp, we take customer concerns seriously. If you believe there is an error or discrepancy, we would be very happy to investigate further. Could you please email us at [email protected]
with your booking reference and screenshots of the issue you mentioned? Our team will review everything and assist you as quickly as possible.

We sincerely regret that this experience has not met your expectations and would welcome the opportunity to help resolve it.

Kind regards,
TravelUp

Good morning, Maria.

We are truly sorry to hear about your experience and completely understand your frustration. We sincerely apologise that you felt unable to reach a representative after calling multiple times and that the automated system did not provide the assistance you needed. We also regret that this has led you to believe the situation was a scam, and we empathise with how upsetting this must be.

At TravelUp, we take such concerns very seriously. However, we would like the opportunity to investigate what happened with your reservation and deposit. In some cases, additional reservations or amendments may be required due to hotel availability or booking conditions, but we absolutely understand that clearer communication is important.

To assist you further and review your case, could you kindly email us at [email protected]
with your booking details and any reference numbers? Our team will prioritise your enquiry and look into this matter as quickly as possible.

We truly regret that your experience has not met expectations, and we would like the chance to resolve this for you.

Kind regards,
TravelUp

Good morning, Augustin.

Thank you so much for your wonderful 5-star review!

We are delighted to hear that your reservation process with TravelUp was easy and smooth. Providing a straightforward and hassle-free booking experience is something we strive for, and it is great to know we delivered that for you.

We truly appreciate your feedback. For future reviews, we kindly ask if you could provide them in English so that our team can fully understand and respond in detail. Your comments are important to us, and we always want to ensure we capture your experience accurately.

Thank you once again for choosing TravelUp. We look forward to assisting you with your future travel plans!

Kind regards,
TravelUp

Good morning, Brent.

We are truly sorry to hear about your experience and completely understand why you feel frustrated. What you have described is a serious concern, and we sincerely apologise for the inconvenience and stress this situation has caused.

At TravelUp, we take matters like this extremely seriously. We can assure you that we are not a scam and that all bookings made through our system are transmitted to the hotel in accordance with the reservation details. However, it is very concerning to hear that the property had no record of your booking and that you were unable to reach us by phone or locate the reservation online.

This is not the experience we want for any of our customers, and we would like the opportunity to investigate what happened as quickly as possible. Could you please email us at [email protected]
with your full booking details, registered email address, and any payment confirmation you received? Our team will prioritise your case and work to resolve this matter.

We genuinely empathise with how disappointing and stressful this must have been, especially when arriving at the hotel expecting a confirmed stay. Please rest assured that we will thoroughly review your reservation and communications to determine what went wrong and take appropriate action.

Thank you for bringing this to our attention. We hope to assist you in resolving this as quickly as possible.

Kind regards,
TravelUp

Good afternoon, Denise.

Thank you for giving TravelUp a chance for your recent booking at Zion National Park Lodge. We appreciate you sharing your experience and feedback.

Regarding your question about perks or discounts for frequent users, we would be happy to provide you with all the relevant information and options available. We kindly request that you drop us an email at [email protected], and our team will assist you promptly and guide you through any available offers or benefits for frequent travelers.

We truly appreciate your trust in TravelUp and look forward to helping you with your future bookings!

Warm regards,
TravelUp

Good afternoon, Maria.

Thank you for sharing your feedback, and we sincerely apologise for the frustration and disappointment this situation has caused. We completely empathise with the stress of not being able to reach us and the difficulty with your reservation.

At TravelUp, we always aim to provide our passengers with a seamless overall experience, and incidents like this are truly unfortunate. We understand your frustration; however, we would like to clarify that the reservation you made was booked under a non-changeable and non-cancellable fare, as per the rules set by the supplier. These fare rules are strictly determined by the supplier and must be followed, which unfortunately means we are unable to make exceptions in this case.

We deeply regret the inconvenience caused and appreciate your understanding regarding the limitations set by the fare rules.

Warm regards,
TravelUp