TravelUpReviews 2,171

Good morning, Angela.

Thank you so much for your 5-star review! 🌟 We're delighted to hear that you found our instructions clear and the booking process fast and easy — that’s exactly the kind of experience we aim to provide.

We know that planning travel should be exciting, not stressful, so it’s great to know our platform helped make things simple and straightforward for you. Your feedback is truly appreciated and motivates us to keep improving and delivering a smooth experience for all our customers.

If you need any assistance before your trip or have questions about your booking, feel free to reach out — we’re always here to help. Wishing you a fantastic journey ahead!

Warm regards,
TravelUp.

Good morning, Florence.

Thank you for sharing your experience, and we’re truly sorry to hear about the frustration and confusion you’ve encountered. We completely understand how upsetting it must be to feel uncertain about a booking, especially when travel plans are involved.

We’d like to clarify a few important points to help provide transparency. Before finalising any booking on our website, a system-generated booking confirmation is sent to the customer. This confirmation includes all key details — such as travel dates, passenger information, and booking terms. We are not permitted to proceed with the reservation until we receive explicit consent from the customer confirming those details.

In your case, we can see that consent was provided, and the booking confirmation aligns with the selection made during the booking process. Based on this, there was no oversight on our end.

Regarding the refund request, we understand your concern. However, as per the terms and conditions agreed upon at the time of booking, this reservation was marked as non-refundable. Unfortunately, our suppliers and hotel partners do not offer a cooling-off period, which means we are unable to cancel or refund the booking once it has been confirmed.

We’ve also checked with the property, and your booking is confirmed and valid. If you’re still planning to travel, your reservation should be honoured without issue.

We genuinely regret that this experience has led to disappointment and a loss of trust. We always recommend reviewing booking details carefully before finalising, especially when multiple tabs or platforms are involved, to avoid any confusion.

If you need further assistance or clarification, our support team is here to help. We hope to have the opportunity to restore your confidence in our service.

Warm regards,
TravelUp.

Good morning, Roman.

Thank you so much for your 5-star review! 🌟 We're delighted to hear that you found the booking process easy and were able to secure a great rate for your hotel — that’s exactly what we aim to deliver.

We know how important it is for travel planning to be smooth and stress-free, and it’s fantastic to know our platform helped make that happen for you. Offering competitive rates and a user-friendly experience is at the heart of what we do, so your feedback truly means a lot to us.

If you need any assistance before your stay or are planning another trip soon, we’re always here to help. Thanks again for choosing TravelUp — we look forward to helping you with your next adventure!

Warm regards,
TravelUp.

Good morning, Karen.

Thank you so much for your kind 5-star review! 🌟 We’re absolutely delighted to hear that our team was able to quickly identify the duplicate booking and resolve it for you without any hassle.

Mistakes can happen, and we believe that how we respond makes all the difference. It’s great to know that our proactive approach and prompt communication helped turn a potentially stressful situation into a smooth and positive experience. We’re especially glad that you felt supported and appreciated the quick refund process — that’s exactly the level of service we strive to provide.

Your gratitude means a lot to us, and we’re truly thankful for your trust. If you ever need assistance with future bookings or have any questions, we’re always here to help.

Looking forward to helping you plan your next trip!

Warm regards,
TravelUp.

Good morning, Osmond.

Thank you for sharing your experience, and we’re truly sorry to hear about the stress and confusion you've faced — especially when you're preparing to travel. We understand how unsettling this situation must feel, and we sincerely apologise for the inconvenience caused.

At TravelUp, we strive to provide a seamless and transparent booking experience, and it’s unfortunate that this incident did not meet those expectations.

After investigating your booking, we found that on 25th July, our Accounts Department sent you an email stating that your payment had been received but was subject to additional verification checks before we could proceed. Specifically, we requested that you:

Contact your card issuer to confirm the 6-digit authorisation code (starting with 05 and ending with 2),
OR
Share a screenshot from your online banking showing the transaction to www.travelup.com.
This step is essential to verify your participation in the transaction and protect against fraudulent activity. We also informed you that until e-tickets are issued, the airline reserves the right to cancel un-ticketed seats or adjust fares. To secure your booking, we requested this information by 22:00 GMT on the same day.

Unfortunately, we did not receive a response within the given timeframe, and as a result, the airline cancelled the reservation. We understand this outcome is disappointing, but we must clarify that there was no oversight on our end, as we followed standard procedure and awaited your confirmation.

We genuinely regret that this situation has caused you distress and hope this explanation helps clarify what happened. If you need further assistance or would like to discuss alternative options, our support team is here to help.

Warm regards,
TravelUp.

Good morning, Lela.

Thank you so much for your amazing 5-star review! 🌟 We’re thrilled to hear that your booking experience was quick and easy, and that you found the best rate for your hotel through TravelUp — that’s exactly what we strive for!

It’s fantastic to know you’ll be heading to Gatlinburg for Jeep Week — what an exciting event! We’re sure it’s going to be an unforgettable experience, and we’re honored to be part of your travel plans.

We can’t wait to hear how everything goes with your stay, and we’d absolutely love to see your pictures and hear about the check-in and check-out process once you're back. Your feedback helps us continue to improve and inspire other travelers too!

Wishing you an incredible trip and a great time at Jeep Week!

Warm regards,
TravelUp.

Good morning, Ann.

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

We’re thrilled to hear that you found the booking process easy and were able to secure the specific hotel you wanted — and at a great value too! That’s exactly the kind of experience we aim to deliver.

We truly appreciate your trust in TravelUp and your kind words. Rest assured, our support team is here for you every step of the way, and we’re committed to making sure your journey goes smoothly from booking to check-out.

If you have any questions or need assistance before or during your trip, don’t hesitate to reach out. We’re excited to be part of your travel plans and look forward to helping you again in the future!

Warm regards,
TravelUp.

Good afternoon, Donna.

Thank you for sharing your experience, and we’re truly sorry to hear about the stress and confusion you've faced since making your reservation.

We understand how unsettling it must be to receive repeated messages about changes to your hotel booking, especially when you’ve already confirmed your stay directly with the property.

This situation is highly unusual and not reflective of the standard we aim to uphold at TravelUp. We sincerely apologise for the inconvenience and frustration caused, and we want to investigate this matter thoroughly to ensure it’s resolved properly.

To help us do that, could you please send an email to [email protected] with your booking reference and a brief summary of the issue? Our dedicated team will look into it immediately and provide you with a clear update.

We appreciate your patience and hope to restore your confidence in our service.

Warm regards,
TravelUp.

Good afternoon, Kim.

We’re truly sorry to hear about your experience and the frustration it has caused.

At TravelUp, we aim to provide a smooth and supportive booking process, and it’s clear we didn’t meet your expectations this time — for that, we sincerely apologise.

We’d really like to understand more about what went wrong so we can assist you properly and work toward a resolution. If you could please send us an email at [email protected] with the details of your booking and your concerns, our team will investigate the matter thoroughly and get back to you as soon as possible.

Your feedback is important to us, and we appreciate you bringing this to our attention.

Warm regards,
TravelUp.

Good afternoon, Virginia.

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

We’re thrilled to hear that your booking experience was quick, easy, and transparent — that’s exactly what we aim to deliver.

It’s great to know you found the hotel you wanted without any hidden fees. We work hard to ensure our platform is straightforward and trustworthy, so your feedback means a lot to us.

We’re here to support you every step of the way, so if you need anything before, during, or after your stay, don’t hesitate to reach out. We hope your trip is everything you’re hoping for and more!

Warm regards,
TravelUp.

Good morning, Erika.

Thank you for sharing your feedback, and we’re truly sorry to hear about the confusion and frustration caused during your check-in. We understand how important transparency is when it comes to travel costs, and we sincerely apologise for any inconvenience this situation may have caused.

We’d like to clarify that the additional $60 charge you encountered was a resort fee, which is a standard charge applied directly by the property. As stated on both the booking page and your confirmation email, our prices do not include resort fees, as these are collected by the hotel at check-in and vary by property.

We understand this may feel misleading, and we’re working continuously to make these details as clear and visible as possible during the booking process. That said, there is no pricing discrepancy on our end, and the charge was in line with the hotel’s policy.

We truly appreciate your feedback and will use it to improve how we communicate these charges going forward. If you have any further questions or need assistance, please don’t hesitate to reach out to our support team.

Warm regards,
TravelUp.

Good morning, Aurora.

Thank you for sharing your feedback, and we’re truly sorry to hear about the frustration and confusion surrounding your booking. We understand how important flexibility is when making travel plans, and we sincerely apologise for any distress this situation has caused.

We’ve carefully reviewed every aspect of your reservation and, unfortunately, we could not find any indication that the booking was eligible for cancellation by July 23rd, 2025. In fact, your reservation was made under a non-refundable and non-changeable rate, as clearly stated on both the booking page and your confirmation email sent at the time of booking.

We understand that booking terms can sometimes be overlooked or misunderstood, especially when navigating multiple platforms. However, we want to assure you that there has been no oversight on our end, and the cancellation policy was accurately presented during the booking process.

If you have any further questions or would like us to re-send your booking confirmation for review, please don’t hesitate to reach out to our support team at [email protected]. We’re here to help clarify and support you as best we can.

Warm regards,
TravelUp.

Good afternoon, Tesha.

Thank you for taking the time to share your experience, and we’re truly sorry to hear about the situation you encountered at check-in. We understand how upsetting and frustrating it must have been to arrive with a prepaid reservation only to be told it wasn’t accepted — especially when it resulted in additional out-of-pocket expenses.

This is a highly unusual occurrence, and it’s certainly not the standard we strive to uphold. At TravelUp, we work with trusted suppliers and hotel partners to ensure that all reservations are properly confirmed and honored. What you’ve described is not acceptable, and we take it very seriously.

We would like to investigate this matter thoroughly to understand what went wrong and ensure it doesn’t happen again. Could you please send us an email at [email protected] with your booking reference and a brief summary of the issue? Our team will look into it immediately and work to resolve it as quickly as possible.

We sincerely apologise for the inconvenience and hope to have the opportunity to make this right.

Warm regards,
TravelUp.

Good morning, Tyrone.

Thank you for taking the time to share your experience, and we’re truly sorry to hear about the difficulties you faced during your booking and cancellation process. We understand how frustrating it must have been to deal with payment issues and delays, and we sincerely apologise for the inconvenience caused.

Your feedback is incredibly important to us, and we want to assure you that we are actively reviewing the concerns you've raised. The extended time it took to process your payment and the challenges with the cancellation request are not the experience we aim to provide. We will definitely be looking into these issues with our technical and customer service teams to improve the process and ensure smoother interactions moving forward.

Regarding the cancellation fee, we understand your disappointment. Our cancellation policies are determined by the hotel and supplier terms, and while we strive to make these as clear as possible during booking, we recognise that more transparency and flexibility would improve the customer experience.

We truly regret that your experience did not meet expectations and hope you’ll consider giving us another chance in the future. If you’d like to share more details or need further assistance, please feel free to reach out to us at [email protected].

Warm regards,
TravelUp.

Good afternoon, Amber.

Thank you for taking the time to share your feedback. We’re truly sorry to hear about the confusion and disappointment regarding your room type and the additional charges. We understand how frustrating it must have been to expect a King Bed Premium with a sofa sleeper and instead receive a different room configuration.

At TravelUp, we strive to make the booking process as clear and seamless as possible. Our system is fully automated, meaning that the room type and rate selected during the booking process are confirmed based solely on the options chosen by the guest. There is no manual intervention, which ensures accuracy and transparency—but we also understand that this can sometimes lead to misunderstandings if selections are made in error or if expectations differ.

We’ve reviewed your reservation and can confirm that the room type booked was a Standard 2 Queen Bed, which matches the confirmation details provided at the time of booking. The rate applied was based on that selection, and any upgrades or changes would need to be made prior to arrival.

That said, we genuinely regret any inconvenience this caused during your stay. Your comfort and satisfaction are important to us, and we appreciate your feedback as it helps us improve our service and communication.

If you have any further questions or would like us to look into this in more detail, please don’t hesitate to reach out to our customer support team directly. We’re here to help.

Warm regards,
TravelUp.

Good afternoon, Randall.

Thank you for sharing your experience, and we’re truly sorry for the frustration and inconvenience caused. We completely understand how upsetting it must have been to realize the error in your travel dates shortly after booking, and then not receive the support you hoped for.

At TravelUp, we offer highly discounted fares to provide our customers with the best possible value. However, these deals often come with strict fare rules set by the airlines, which unfortunately limit our ability to make changes or cancellations once a ticket has been issued.

In your case, by the time you contacted us, the ticket had already been processed and issued. As per the airline’s fare conditions, the ticket you selected was non-changeable and non-refundable, and they do not permit exceptions—even in cases where the booking was made just minutes earlier. We understand this policy can feel rigid, especially in situations like yours, and we sincerely regret that we were unable to assist further.

We appreciate your feedback and will continue working to improve our communication and support processes. If you have any other questions or need help with future travel plans, our team is here to assist.

Warm regards,
TravelUp.

Good afternoon, Keenan.

Thank you for sharing your feedback with us. We’re glad to hear that you’ve successfully completed your booking, and we appreciate your honesty regarding the payment process.

We understand that a lengthy or complex payment experience can be frustrating, and we’re sorry for any inconvenience this may have caused. At TravelUp, we’re constantly working to streamline our systems and improve the user experience, so your comments are incredibly valuable to us.

We hope your upcoming trip to Baltimore goes smoothly and meets your expectations. Once you’ve completed your travel, we’d love to hear more about your experience so we can continue to improve and better serve you in the future.

If you have any questions or need assistance before your departure, please don’t hesitate to reach out to our support team. We’re here to help!

Warm regards,
TravelUp.

Good afternoon, Albert.

Thank you so much for your kind review and for taking the time to share your experience with us!

We’re thrilled to hear that you found our booking process easy and transparent. At TravelUp, we work hard to ensure that all pricing and room details are clearly presented on a single page, so our customers can make informed decisions quickly and confidently. It’s great to know that this helped you compare options effectively and find the best deal.

We also appreciate your thoughtful approach in using the hotel’s website for room descriptions and then returning to TravelUp for price comparisons. That’s exactly how we aim to support travelers—by offering competitive rates and a user-friendly platform that complements your planning process.

We hope your stay is fantastic, and we look forward to helping you with future travel plans!

Warm regards,
TravelUp.

Good afternoon, Steven.

Thank you so much for your wonderful review and for awarding us five stars!

We’re delighted to hear that everything worked smoothly and that you found our prices to be better than other websites. At TravelUp, we’re committed to offering competitive rates and a hassle-free booking experience, so it’s great to know that our platform helped you make a confident and cost-effective choice.

Your feedback about the clarity and simplicity of our pricing page means a lot to us. We design our site to make comparisons easy and transparent, and we’re glad that this helped you in your decision-making process.

We hope your trip was fantastic, and we look forward to helping you with your future travel plans!

Warm regards,
TravelUp.

Good afternoon, Sharon.

We’re truly sorry to hear about your disappointing experience and the condition of the property you stayed at. What you’ve described—being placed on a different floor than reserved, poor cleanliness, misleading amenities, and lack of breakfast—is far below the standards anyone should expect, and we completely understand your frustration.

At TravelUp, we take these concerns seriously. While we act as an intermediary between travelers and suppliers, we unfortunately do not have direct control over real-time incidents at the property. However, we want to assure you that we will escalate this matter to both the supplier and the hotel management to ensure your feedback is heard and addressed.

We also kindly encourage you to raise a complaint directly with the hotel, as firsthand reports from guests often carry significant weight in prompting corrective action.

Thank you for bringing this to our attention. We sincerely apologise for the inconvenience and hope your next travel experience is much more positive.

Warm regards,
TravelUp.