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We have always used leading technologies to present a website that is friendly and easy to use for everyone and anyone – some may even say there’s 0% faff!
You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think.
Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free.
But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Trac...
TravelUp Reviews Summary
The company demonstrates a mixed reputation, with notable strengths in the ease of the booking process and competitive pricing, which many customers found straightforward and efficient. However, significant concerns arise around customer service, particularly regarding unresponsive support, issues with reservation confirmations, and difficulties in modifying bookings. Instances of billing discrepancies and perceived bait-and-switch tactics have contributed to a growing sentiment of frustration among users. While some customers report positive interactions with staff, the overall trend indicates a need for improved communication and reliability to enhance customer trust and satisfaction.
This summary is generated by AI, based on text from customer reviews
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I tried booking using a credit card on their website and the website gave me an error and said my credit card could not be processed. I went ahead and paid by PayPal successfully. The next day I realized that my credit card had in fact been charged twice. Once on the website and once on PayPal. After repeated attempts for a refund of the duplicate charge, I still have not received a refund after a week of trying. This was a website error and getting it corrected has been exhausting. I will not be using travel up again. I do not recommend using this website.
Very easy to book and check out. Provided all the information I needed.
Good afternoon, Richard.
Thank you so much for your kind words and for taking the time to leave us a review!
We’re really pleased to hear that you found the booking and checkout process easy and that all the information you needed was readily available. At TravelUp, we work hard to make travel planning as smooth and stress-free as possible, so it’s great to know that our platform met your expectations.
If there’s anything we could have done to turn your 4-star experience into a 5-star one, we’d love to hear your feedback. Your insights help us improve and continue providing the best service possible to our customers.
Thanks again for choosing TravelUp—we hope to assist you with your next adventure soon!
Warm regards,
TravelUp.
The site was very easy to use and gave me a great discount on my room. However, it was not so easy to print my reservation information and the room was non-refundable and had to be paid in full up front. I would rather see an option to pay a deposit in order to guarantee my room reservation.
Good afternoon, Michael.
Thank you so much for your thoughtful review and for choosing TravelUp!
We’re delighted to hear that you found our site easy to use and that you received a great discount on your room—especially while booking on mobile. Making travel planning simple and affordable is one of our top priorities, so it’s great to know we delivered on that front.
We also appreciate your feedback regarding the printing process and payment options. We understand that being able to easily print reservation details is important, and we’re actively working to improve that experience across all devices. Regarding the payment terms, the room you selected was part of a discounted rate, which often requires full payment upfront and comes with non-refundable conditions set by the hotel supplier. These deals offer significant savings but do come with stricter policies.
That said, your suggestion to offer a deposit-based option is very valuable, and we’ll be sure to pass it along to our product team for consideration. We’re always looking for ways to improve flexibility and convenience for our customers.
Thank you again for your feedback and for booking with TravelUp. We hope to assist you again on your next trip!
Warm regards,
TravelUp.
Easy Booking about 20% off cheapest rate elsewhere. Will book again through TravelUp.
Good afternoon, Carlos.
Thank you so much for your fantastic 5-star review!
We’re thrilled to hear that you found the booking process easy and were able to secure a great deal—20% off compared to the cheapest rate elsewhere is a fantastic saving! At TravelUp, we work hard to offer competitive prices and a seamless booking experience, so it’s incredibly rewarding to know that our efforts made a positive impact on your travel planning.
Your feedback reassures us that we’re on the right track, and we’re delighted to hear that you’ll be booking with us again. We look forward to helping you with your future travel plans and continuing to provide you with great value and service.
If there’s anything we can do to make your next experience even better, please don’t hesitate to reach out.
Warm regards,
TravelUp.
I very seldom do this kind of stuff and I found your site to be well set up and comfortable to use.
Good afternoon, Tim.
Thank you so much for your kind and thoughtful review!
We’re genuinely pleased to hear that you found our site well set up and comfortable to use—especially since you mentioned that you very seldom engage in this kind of online booking. That makes your feedback even more meaningful to us.
At TravelUp, we strive to create a platform that’s intuitive and user-friendly for all travelers, whether you're a seasoned explorer or someone booking online for the first time. We aim to provide clear information, a smooth booking process, and a sense of confidence throughout your journey planning.
If there’s anything we can do to make your experience even better next time—whether it’s additional support, more flexible options, or clearer details—we’d love to hear your suggestions.
Thank you again for choosing TravelUp. We hope to welcome you back soon and assist you with your future travel plans!
Warm regards,
TravelUp.
No communication, several emails, no help. Tried calling,
No answer. Tried downloading Hotel voucher…could not.
At this point, I don't know if I have a reservation or not …would appreciate some customer service.
Good afternoon, John.
Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience you've experienced.
At TravelUp, we strive to provide a seamless and supportive experience for all our customers, and it’s unfortunate to hear that your recent interaction did not meet those expectations. We understand how stressful it can be when communication feels lacking, especially when you're unsure about your reservation status.
We’ve investigated your case thoroughly and would like to clarify a few points. Our records show that you initially contacted us to request either a cancellation or a change of guest name on your hotel reservation. Our representative promptly informed you that your request had been forwarded to the supplier for review.
As of today, our team has followed up again with the supplier and sent a reminder, as we are still awaiting their response. We understand the urgency and your concern, and we assure you that we are actively monitoring the situation and will update you as soon as we receive any feedback.
We regret that this delay has caused uncertainty, but we have not found any evidence of delayed responses or negligence on our part. We kindly ask for your continued patience while we await the supplier’s input.
Thank you again for bringing this to our attention. We genuinely value your feedback and hope to resolve this matter for you as soon as possible.
Warm regards,
TravelUp.
I have excellent information about my travel, cost and others services.
Good evening, Jose.
Thank you so much for your kind words and for taking the time to leave us a 5-star review!
We’re thrilled to hear that you received excellent information about your travel, costs, and other services. At TravelUp, we work hard to ensure our customers have access to clear, accurate, and helpful details throughout their booking journey — so it’s incredibly rewarding to know that your experience reflected that.
Your feedback means a lot to our team and helps us continue to improve and deliver the high standard of service our customers deserve. If there’s anything else we can assist you with in the future, we’re always here to help.
Thanks again for choosing TravelUp — we look forward to helping you with your next adventure!
Warm regards,
TravelUp.
The site said could cancel with no penalties up until the day before arrival. I attempto cancel today, "Full amount will be charged "
Good afternoon, Terri.
Thank you for sharing your experience, and we’re truly sorry for the confusion and frustration this situation has caused.
We understand how important flexibility is when making travel plans, and we sincerely regret that the cancellation terms did not meet your expectations. After reviewing your booking, we can confirm that the terms and conditions you agreed to at the time of reservation clearly stated that the booking was non-refundable. These details were presented during the booking process, and your consent was required before we could proceed with the reservation.
We appreciate that this may have come as a surprise, especially if the initial listing suggested otherwise. While we cannot comment on what may have been displayed on third-party platforms, we are only able to honor the conditions set by our suppliers and outlined in our own booking terms.
We genuinely value your feedback and are sorry that this experience has led to disappointment. If you have any further questions or would like us to review your booking again, please don’t hesitate to contact us directly. We’re here to help in any way we can.
Sincerely,
TravelUp.
DO NOT USE THIS SERVICE! I reserved a room 3 weeks in advance and got a confirmation number, called the hotel and was told I didn't have a room.Called travelups customer service and was told that I definitely had a room not to worry about it.Drove to hotel just to find out that they lied.Called customer service again and was told that they would be in touch with me within 10 minutes.Needless to say I still haven't heard back from them and now they won't answer my calls. THEY ARE A SCAM DONT GET ROBBED LIKE I DID. I found them on trivago it was the first and last time I will ever use trivago!
Good afternoon, Michael.
Thank you for reaching out to us about your booking.
We’re truly sorry to hear about the experience you’ve described, and we sincerely apologise for the inconvenience and frustration caused. This is not the level of service we aim to provide at TravelUp, and we understand how upsetting it must have been to arrive at your hotel and find no reservation in place.
Please be assured that we take such matters very seriously. We will carry out a full internal investigation to understand what went wrong and ensure it doesn’t happen again.
To help us resolve this as quickly as possible, we kindly ask you to email us at [email protected] with your booking reference number and any relevant details. This will allow our team to look into your case thoroughly and provide the support you deserve.
Once again, we apologise for the inconvenience and thank you for bringing this to our attention.
Kind regards,
TravelUp.
My booking never got completed because my credit card blocked the transactions and travel up.Notified me that they would still charge a booking fee because I decided to cancel it based on my credit card suspecting suspicious activity. I am not happy with this outcome and I have lodged a formal complaint and will report it to the Better Business Bureau due to the fact that no booking was ever made for me and they still wanted to charge a booking fee.
Good evening, Cheri.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and disappointment you've experienced.
At TravelUp, we aim to provide a smooth and transparent booking experience, and it’s unfortunate to hear that your situation did not reflect that. We understand how concerning it must have been to face a blocked transaction and still be notified of a booking fee.
After reviewing your case, we can confirm that your reservation was successfully confirmed and the payment was processed. The booking fee is only charged once a transaction is completed, which indicates that the payment did go through. As per the terms and conditions agreed upon at the time of booking, the booking fee is non-refundable regardless of whether the cancellation is voluntary or involuntary.
We understand this may not be the outcome you were hoping for, and we truly empathise with your frustration. However, as these terms are standard and apply equally to all customers, we are unable to waive the fee in this instance.
You are, of course, entitled to escalate this matter to a third party, and we respect your decision to do so. We remain available should you wish to provide further details or require any documentation to support your case.
Thank you again for bringing this to our attention.
Kind regards,
TravelUp.
It took to much time to do what I wanted to do. It was like a sloth in slow motion.Also the site kept blowing me out & I had to repeat answers 6 times to complete my task.
Good afternoon, Elizabeth.
Thank you for taking the time to share your experience with us.
We’re sorry to hear that using our mobile platform was slower than expected and that you encountered repeated issues while trying to complete your task.
At TravelUp, we strive to make the booking process as smooth and user-friendly as possible across all devices, so it’s disappointing to learn that your experience didn’t reflect that. We understand how frustrating it can be when a site doesn’t perform as expected, especially when you're trying to make important travel arrangements.
We appreciate your feedback and will pass it along to our technical team to investigate the performance issues and improve the mobile experience. Your input helps us identify areas where we can do better, and we’re committed to making those improvements.
If you’re still experiencing any issues or need assistance with a booking, please don’t hesitate to reach out to our support team at [email protected] — we’ll be happy to help.
Thank you again for your feedback, and we hope to have the opportunity to provide you with a smoother experience in the future.
Warm regards,
TravelUp.
I booked a trip to Arizona from Massachusetts on August 12th. Due to circumstances beyond my control I was able to cancel my flight and vehicle through Priceline. However, when I contacted Travel up to cancel I was sent an email saying that they would still be charging me $192.00 for canceling. At this point I have sent in very negative reviews to the Better Business Bureau and Trip Advisor. I am also sending the information to the Attorney Generals office here in MA
Good afternoon, Keith.
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - [email protected] along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp
First time using the site and will probably use it again in the future
Good afternoon, Suzanne.
Thank you so much for your kind review and for giving TravelUp a try!
We’re thrilled to hear that your first experience with us was a positive one. It’s great to know that everything went smoothly and that you’re considering using our service again in the future. That means a lot to us!
Our team works hard to make travel planning simple, reliable, and rewarding, and your feedback reassures us that we’re on the right track. Whether it’s your next hotel stay, flight, or full itinerary, we’ll be here to help make it easy and stress-free.
Thanks again for choosing TravelUp—we look forward to welcoming you back soon!
Warm regards,
TravelUp.
Very user friendly for a first time user and would recommend
Good afternoon, Darlene.
Thank you so much for your wonderful 5-star review!
We're absolutely delighted to hear that you found our platform very user-friendly, especially as a first-time user. Making travel planning smooth and stress-free is exactly what we aim for, and it's incredibly rewarding to know we’ve met that goal for you.
Your recommendation means a lot to us—it’s one of the highest compliments we can receive. Whether you're booking a quick getaway or planning a big adventure, we're here to support you every step of the way with a simple, reliable, and efficient booking experience.
If you ever need assistance or have any feedback to help us improve even further, please don’t hesitate to reach out. We look forward to helping you with your future travel plans!
Warm regards,
TravelUp.
Getting a refund is very difficult. It has to be done online with no interaction with a customer service rep. When I finally did get to speak to one he directed me back online and said that is the only way it is done. I had to send an email and WAIT for a response. By the way, they are an overseas booking agent that uses third party suppliers! Best to avoid if you plan on making any changes to your reservations. In all fairness, if I did not need to make any changes I suppose everything would have been fine,,,, just don't expect a lot of cooperation if you need to make changes or cancel.
Good afternoon, Stephen.
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the difficulties you faced while trying to request a refund.
We understand how frustrating it can be when you're seeking assistance and feel that the process lacks personal interaction. While our refund process is designed to be handled online for efficiency and documentation purposes, we recognize that this can feel impersonal—especially when you're looking for direct support. We're sorry that your interaction with our customer service team did not meet your expectations, and we appreciate you bringing this to our attention.
Regarding your booking, we’d like to clarify that TravelUp operates as a global travel agency working with third-party suppliers. This allows us to offer competitive rates, but it also means that refunds and changes are subject to the terms and conditions set by those suppliers. In many cases, these policies are strict and limit our ability to make exceptions.
That said, we always aim to support our customers as best we can within those constraints. Your feedback is incredibly valuable, and we’ll use it to improve both our communication and the clarity of our processes moving forward.
If you’d like us to take another look at your case, please feel free to reach out to us directly. We’re here to help in any way we can.
Sincerely,
TravelUp.
I can't access my reservation to modify or cancel. Customer service attempted to support but it's been unsuccessful.
Good afternoon, Katie.
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about the difficulties you've experienced in accessing your reservation and modifying or cancelling it. We understand how frustrating this must be, especially when customer service support hasn’t resolved the issue yet.
We’ve reviewed your case and can confirm that it is currently under observation by our Hotels Team, who are actively investigating the matter. One of our representatives will be in touch with you as soon as possible with an update or resolution.
In the meantime, we kindly ask for your patience while the team completes their review. We’re committed to ensuring this is resolved for you as quickly and smoothly as possible.
Thank you again for bringing this to our attention.
Kind regards,
TravelUp.
I recently attempted to book a hotel through this company's website and was met with repeated error messages telling me to "try again later." After multiple unsuccessful attempts, I gave up and booked with another provider. Imagine my shock when I later discovered two charges to my bank account for reservations I was explicitly told had not gone through—followed by two separate confirmation emails for the exact same booking. When I called to resolve the issue, I was repeatedly interrupted while trying to explain the situation. Once I finally managed to get the full story out, I was told, almost dismissively, that "it must have gone through" and that they could cancel one of the duplicate bookings. While that may have been acceptable under other circumstances, it was irrelevant in my case because I had already made other arrangements due to their own system telling me the booking failed. What followed was absurd: I was informed that I would still be charged the full amount for one of the bookings—despite it being less than 48 hours after the error occurred—because it was "more than 24 hours" after booking. This policy is nonsensical in a case where I had no reason to believe I even had a reservation to cancel in the first place. To add insult to injury, the representative's tone was unnecessarily rude, and I was told the only way to receive any reimbursement would be to put in writing that I only wanted to be refunded for one booking. If I wanted a refund for both, I would get nothing. In other words, I had to choose between explicitly waiving part of what I was owed or forfeiting all of it. This is not just poor customer service—it's a complete disregard for fairness, transparency, and basic respect for customers. The combination of a broken booking system, a refusal to take responsibility, and an inflexible, illogical refund policy ensures that I will never use this company again.
Good afternoon, Jessica.
We’re truly sorry to hear about your experience and the frustration caused by the booking errors and the handling of your case. Please accept our sincere apologies for the inconvenience and the unprofessionalism you encountered—this is not how we conduct business at TravelUp, and we take your feedback very seriously.
We understand how upsetting it must have been to receive duplicate charges and confirmation emails after being told the booking had failed. We also regret that your interaction with our customer service team did not meet the standards of respect and support that every customer deserves.
To help us investigate this further and work toward a resolution, we kindly ask you to email [email protected] with your booking reference number and a brief summary of the issue. Our team will follow this up internally and ensure your case is reviewed thoroughly.
Thank you for bringing this to our attention, and again, we’re very sorry for the trouble caused.
Kind regards,
TravelUp.
My name is spelled wrong and I can't get logged in to edit. I don't want to cancel. 😡
Good afternoon, Mariam,
We’re very sorry to hear about the trouble you've experienced with your reservation and the frustration caused by the incorrect name and login issues.
We completely understand how upsetting this situation must be, and we sincerely apologise for the inconvenience.
We’ve checked your case and can confirm that a representative from our Hotels Team has already forwarded your name change request to our supplier. The team is currently awaiting a response, and we kindly ask for your patience during this process. Rest assured, one of our representatives will be in touch with you as soon as we receive an update.
Thank you for bringing this to our attention, and again, we’re sorry for the disruption this has caused.
Kind regards,
TravelUp.
Booked and then cancelled and found it simple but would prefer a cancel option from online booking management not having to email.
Good afternoon, Peter.
Thank you so much for your 5-star review!
We're really pleased to hear that you found the booking and cancellation process simple and straightforward—that’s exactly the kind of experience we strive to provide for all our customers.
We also appreciate your constructive feedback regarding the cancellation process. You're absolutely right—having the option to cancel directly through the online booking management system would make things even more convenient. Your suggestion has been noted and will be shared with our development team as we continue working to improve our platform and make it as user-friendly and efficient as possible.
Thanks again for choosing TravelUp and for taking the time to share your experience. We hope to welcome you back for your next trip!
Warm regards,
TravelUp.
Bad experience. When I got to the hotel there was some issues with the payment, even though the payment was debited from my account, so I had to wait until the hotel call them and fix the issue.
Good evening, Wilber,
Thank you for taking the time to share your experience, and we’re truly sorry to hear about the inconvenience you faced upon arrival at your hotel.
We completely understand how frustrating and stressful it must have been to deal with a payment issue after a long journey. At TravelUp, we want every customer to enjoy a seamless and worry-free stay, and it’s disappointing to hear that this wasn’t the case for you.
After reviewing your booking, we can confirm that everything appeared to be in order on our end, and the reservation was fully confirmed and paid for. That said, we recognise that even isolated incidents like this can cause unnecessary disruption, and we sincerely apologise for the delay and confusion you experienced while the hotel resolved the matter.
Your feedback is incredibly important to us, and we’ll be using it to further improve our communication with hotel partners to help prevent similar issues in the future. If you’d like us to look into this further or assist you directly, please don’t hesitate to reach out to our customer support team with your booking reference.
Thank you again for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service on a future trip.
Warm regards,
TravelUp.
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Good afternoon, Alisa.
Thank you for sharing your experience, and please accept our sincere apologies for the inconvenience and frustration caused.
We understand how upsetting it must be to encounter a website error during payment, especially when it results in a duplicate charge. This is certainly not the experience we aim to provide, and we deeply regret the stress and time you've had to spend trying to resolve this issue.
We’ve reviewed your case and can confirm that it is currently under investigation with our Hotels Team. The duplicate charge appears to be linked to a technical issue during the booking process, and we are working closely with the relevant departments to ensure this is resolved as quickly as possible.
Please rest assured that one of our representatives will be in touch with you shortly to provide an update and assist with the refund process. We truly appreciate your patience and understanding while we work to correct this.
We value your feedback and will use it to improve our systems and service. While we regret that this experience has led to your decision not to use TravelUp again, we hope to have the opportunity to restore your confidence in the future.
Regards,
TravelUp.