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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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Hotel was fine and so convenient to airport! Perfect for our extra early flight!
Good afternoon, when i search for hotels I made sure that I booked a room that did not include a resort fee. No where in your listing does it state that I would have to pay an additional fee. This is against the law and should not be charged unless I was notified of this prior to making my booking. Your site does not mention any fees and states that the price listed includes all fees. But at checking in I had to fork out an additional $40 a night. Had I known that upfront I would have booked elsewhere.
Good afternoon, Antonio.
Thank you for sharing your experience, and we’re truly sorry to hear about the frustration caused by the unexpected resort fee.
We understand how upsetting it can be to encounter additional charges at check-in, especially when you’ve taken care to avoid them during the booking process. At TravelUp, we strive to provide clear and transparent pricing, and we regret that this situation did not meet your expectations.
We’ve reviewed your booking, and we’d like to clarify that both our booking page and confirmation email include a note stating that resort fees may apply and are not included in the total price. Additionally, the final breakdown page before payment also highlights that certain fees—such as resort or facility charges—may be collected directly by the property.
That said, we completely empathise with your frustration. These fees can be easy to overlook, especially when comparing multiple options across different platforms. We strongly encourage all travelers to carefully review the full booking summary and terms before confirming a reservation to avoid surprises.
We appreciate your feedback and will continue working to improve the clarity of our listings. If you have any further questions or need assistance with future bookings, our team is here to help.
Warm regards,
TravelUp.
Easy to find what I wanted. Easy to reserve room. Good price.
Good afternoon, Pamela.
Thank you so much for your kind words and for giving TravelUp a five-star rating!
We’re thrilled to hear that your first experience with us was smooth and hassle-free. Making it easy to find the right room at a great price is exactly what we aim for, and it’s wonderful to know we delivered that for you.
We truly appreciate your trust in TravelUp and are so glad we could help make your booking process simple and efficient. We look forward to assisting you again with future travel plans and hope your stay is just as enjoyable as your booking experience.
Warm regards,
TravelUp.
I am very upset set that I could not use my reservation because the hotel would not honor my confirmation so I would like my 85.86 dollars back I had to pay another 136.00 very very disappointed
Good afternoon, Susan.
We’re truly sorry to hear about the trouble you experienced with your reservation, and we completely understand how upsetting it must have been to arrive at the hotel and not have your booking honored.
This is a very unusual situation, and we sincerely apologise for the inconvenience and the unexpected expense you had to cover out of pocket. At TravelUp, we strive to ensure every booking is confirmed and honored, and we take incidents like this very seriously.
To help us investigate and escalate this matter with the supplier and the property, we kindly ask you to email us at [email protected] with your booking details and any supporting documentation. Our team will look into this urgently and do everything we can to assist you.
Thank you for bringing this to our attention, and again, we’re very sorry for the disruption to your travel plans.
Warm regards,
TravelUp.
I booked a room for 4 people through your website for 11-5 to 11-8. A few hours later I realized that my flight from Sydney to Oahu leaves on 11/4 and arrives on 11/4. It is an overnite flight and I forgot about the international dateline. I requested that my booking be modified to 11-4 to 11-8. A while later I was informed by you that no rooms were available. I went on another site and booked the same style room for 11-4 to 11/8 for roughly the same price difference maybe $100 more. I have requested you cancel my reservation. I am also requesting that the booking fee be cancelled because I was able to book the same room 30 min after your email. I feel that no effort was made. My view of your website has hit rock bottom and if asked I will tell others. I realize the booking was my error but I felt your response was minimal
Good evening, David.
Thank you for sharing your experience, and we’re truly sorry to hear about the frustration and inconvenience caused by your booking situation.
We completely understand how disappointing it must have been to realise the date error and then face challenges modifying your reservation. While we always aim to support our customers as best we can, we’d like to clarify that room availability is controlled by the property and varies across different agencies. At the time of your request, we unfortunately did not have access to additional inventory for the new dates, which is why we were unable to modify your booking.
We assure you that this was not due to a lack of effort—had the room been available through our supplier, we would have gladly assisted with the change. As you rightly mentioned, you were able to find the same room elsewhere shortly after, which suggests that availability may have opened up or was allocated differently across platforms.
Regarding the booking fee, we understand your concern. However, as per the terms and conditions agreed upon at the time of booking, the administrative fee is charged to process cancellations and is non-refundable. We are bound by these policies and unfortunately cannot override them.
We truly regret that your experience did not meet expectations and appreciate your feedback. It helps us continue improving our service and transparency. If you have any further questions or need assistance with future travel plans, our team is here to help.
Warm regards,
TravelUp.
When booking, taxes and fees were listed as being including in the price. Then, upon arrival, they charged me an additional resort fee. The only place I saw it listed was in teeny tiny print at the bottom of the receipt AFTER I booked and paid.
Good evening, Lindsy.
Thank you for sharing your feedback, and we’re truly sorry to hear about the frustration caused by the unexpected resort fee at check-in.
We understand how disappointing it can be to encounter additional charges, especially when the booking page states that taxes and fees are included. However, we’d like to clarify that resort fees are separate charges imposed directly by the property, and as such, they are not included in the total price displayed on our site.
To ensure transparency, our website clearly mentions—on the booking page, the final payment page, and in the booking confirmation email—that resort fees may apply and are payable directly at the property. We always encourage customers to carefully review all details before confirming a reservation to avoid surprises.
We genuinely empathise with your situation and appreciate your feedback, which helps us continue improving the clarity of our listings. If you have any further questions or need assistance with future bookings, our team is here to help.
Warm regards,
TravelUp.
The staff is very helpful. The price is lower than other websites.
Good evening, Li.
Thank you so much for your fantastic review and for giving TravelUp a five-star rating!
We’re thrilled to hear that your hotel booking experience was smooth and that you found our staff helpful and our prices competitive. Making travel planning easy and affordable is exactly what we strive for, and it’s wonderful to know we delivered that for you.
Your satisfaction means a lot to us, and we’re grateful you chose TravelUp for your travel needs. We look forward to assisting you again on your future adventures and hope every trip is just as seamless and enjoyable.
Warm regards,
TravelUp.
Easy to make reservations!
Access to a person would of been nice!
Good evening, Richard.
Thank you so much for your wonderful review and for giving TravelUp a five-star rating!
We’re thrilled to hear that your mobile booking experience was smooth and easy—just the way travel planning should be! It’s great to know you found what you needed quickly and at a great value.
We also appreciate your feedback about access to live support. While our platform is designed to be user-friendly and efficient, we understand that sometimes speaking with a person can make all the difference. We’re continuously working to improve our customer service experience, and your input helps guide those improvements.
Thank you again for choosing TravelUp. We look forward to helping you with many more enjoyable travel experiences in the future!
Warm regards,
TravelUp.
Cancellation policy was not clearly mentioned this resulted in having to cancel the booking and being charged with administrative fee which was ridiculous amount
Good evening, Farida.
Thank you for sharing your feedback, and we’re truly sorry to hear about your disappointment regarding the cancellation policy and administrative fee.
We understand how frustrating it can be to face unexpected charges, especially when planning something as special as a destination wedding. However, we’d like to clarify that the cancellation terms and administrative fees are clearly outlined in the booking conditions, which are presented during the reservation process and again in your confirmation email. These terms are in place to ensure transparency and consistency across all bookings.
As a customer, it’s important to carefully review and provide consent to these terms before finalising a reservation. In your case, we can confirm that the cancellation was processed in full accordance with the agreed terms and conditions, and there was no oversight on our end.
We genuinely regret that this experience did not meet your expectations and appreciate your feedback, which helps us continue improving our service and communication.
Warm regards,
TravelUp.
Was quite simple and easy! Got what I needed! And at a good reasonable rate!
Good evening, Bobby.
Thank you so much for your kind review and for giving TravelUp a five-star rating!
We’re delighted to hear that your room booking experience was simple, straightforward, and offered at a great value. Making travel planning easy and affordable is exactly what we strive for, and it’s wonderful to know we delivered that for you.
Your satisfaction means a lot to us, and we’re grateful you chose TravelUp for your travel needs. We look forward to helping you with many more smooth and enjoyable bookings in the future!
Warm regards,
TravelUp.
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Good mornig, Mustafa.
Thank you for taking the time to leave us a 4-star review!
While your message seems to be a placeholder or may have been submitted unintentionally, we still appreciate your rating and would love to hear more about your experience. Your feedback helps us understand what we’re doing well and where we can improve to make your next booking even better.
If there’s anything specific you’d like to share or if you need assistance with a recent reservation, please don’t hesitate to reach out to us at [email protected].
Looking forward to helping you with your future travels!
Warm regards,
TravelUp
I had one of the worst travel booking experiences ever with TravelUp. I booked a hotel through them well in advance and even paid a deposit to secure my reservation. Everything seemed fine—until four days before my trip, I still hadn't received my hotel vouchers. Concerned, I reached out to their customer service, only to be told that my booking had been cancelled—without any prior intimation whatsoever! This is not just poor service—it's completely unacceptable. Their customer support was utterly useless when I tried to get help. No resolution, no accountability, just a cold shoulder and a shrug. It's clear that once they have your money, they wash their hands of any responsibility. TravelUp may appear to offer cheap and affordable holidays, but the hidden cost is your peace of mind. The financial and emotional stress of scrambling for accommodation days before travel is not worth the few pounds you might save upfront. Horrible, horrible experience. I will never use TravelUp again and strongly urge others to steer clear. There are far more reliable agencies out there that actually care about their customers.
Good afternoon, Simran.
We are truly sorry to hear about your recent experience and the distress it caused, especially so close to your travel date. This is far from the standard of service we aim to provide, and we completely understand how frustrating and disappointing this must have been for you.
Please accept our sincerest apologies for the lack of communication and the inconvenience you faced. We take such matters very seriously and would like the opportunity to investigate what went wrong in your case.
Could you please email us at [email protected] with your booking reference and any relevant details? Our dedicated team will look into this as a priority and work to provide you with a resolution.
Thank you for bringing this to our attention. We value your feedback and hope to restore your trust in us.
Kind regards,
TravelUp.
Company has lack of communication. We tried calling for hours and no answer.
Good afternoon, Mr. John.
We’re truly sorry to hear about your experience and the frustration caused by the lack of communication. At TravelUp, we strive to provide a seamless and stress-free experience for all our customers, and it’s clear we fell short in your case.
We understand how upsetting it must have been to try reaching us for hours without success—especially when you needed urgent support. Unfortunately, we are currently experiencing an unusually high volume of calls and enquiries, which has impacted our response times. Please accept our sincere apologies for the inconvenience this has caused.
If your matter is still unresolved or if there’s anything further, we can do to assist, we kindly ask you to email us at [email protected]. Our team is actively monitoring this inbox and will be more than happy to help you as quickly as possible.
Thank you for your patience and for bringing this to our attention. We genuinely value your feedback and are working hard to improve our service.
Warm regards,
TravelUp.
It was easy! A little surprised with the cancellation policy.
Good afternoon, Ernest.
Thank you so much for your kind review! We're thrilled to hear that booking your room was easy and straightforward—that’s exactly the experience we aim to deliver.
We understand your surprise regarding the cancellation policy. These can vary depending on the hotel and rate selected, but we always aim to make the terms as clear as possible during the booking process. If you ever have questions or need clarification, our team is always here to help.
We truly appreciate you choosing TravelUp and hope to assist you again on your next adventure!
Warm regards,
TravelUp.
It was impossible to contact your site. Tried email and chat. No support.
Good afternoon, George.
We’re very sorry to hear about your recent experience and the difficulty you had reaching us. We understand how frustrating it can be when you need support and can’t get through, and we sincerely apologise for the inconvenience caused.
At TravelUp, we are currently experiencing a higher volume of enquiries than usual, which has unfortunately impacted our response times across some channels. We’re actively working to improve this.
For any urgent matters, we kindly ask you to email us at [email protected]. Our team is monitoring this inbox closely and will do their best to assist you as quickly as possible.
Thank you for your patience and for bringing this to our attention.
Kind regards,
TravelUp.
Prepaid a night in advance however the hotel couldn't find the reservation and of course there's no number to call anyone here just a headache would not recommend
Good morning, Jamario.
We’re very sorry to hear about your experience and the inconvenience it caused. We understand how stressful it can be to arrive at a hotel and face issues with your reservation.
We’d like to clarify that for some bookings, confirmation can take up to 72 hours, and this is clearly stated in the booking confirmation email. We always recommend reviewing the confirmation details carefully to avoid any surprises.
Additionally, our contact numbers are available both on our website and in your booking confirmation. We’re here to help, and we encourage customers to reach out through the available channels if they need assistance.
That said, we truly regret the frustration you experienced. If your issue is still unresolved or if you’d like us to investigate further, please email us at [email protected] and our team will be happy to assist you.
Kind regards,
TravelUp.
Called hotel and they confirmed my reservation. All good! And a great deal!
Good afternoon, Alissa.
Thank you so much for your wonderful review! We're absolutely delighted to hear that your reservation was confirmed smoothly and that you were able to secure a great deal. That’s exactly the kind of experience we strive to deliver to every customer.
At TravelUp, we work hard to make travel planning simple, reliable, and affordable. Knowing that everything went well with your booking—and that the hotel confirmed it without any issues—is incredibly rewarding for our team.
If you ever need assistance with future travel plans, whether it's flights, hotels, or complete holiday packages, we’d love to help you again. Thanks for choosing TravelUp, and we look forward to serving you on your next adventure!
Warm regards,
TravelUp.
Be aware, these people will steal your money and when asked to speak with a manager, they will tell you no manager or supervisor is available. This company is based out of another country, I believe India. Don't waste your time, they will take your money without question!
Good afternoon, Samantha.
Thank you for your feedback. We’re sorry to hear about your dissatisfaction, and we’d like to clarify the situation based on our investigation.
Our records show that you contacted us to cancel your reservation. At that time, our representative clearly informed you that cancellations are subject to the terms and conditions agreed upon during booking. As outlined, an admin fee applies to process the refund—this is a standard practice across the industry and familiar to frequent travelers.
We understand that this may have come as a surprise, especially if this was your first time booking with us. While we empathise with your frustration, we stand by our policy: the admin fee is necessary to cover processing costs and cannot be waived.
If you have further questions or would like to discuss your case in more detail, please feel free to email us at [email protected]. Our team is here to assist you.
Kind regards,
TravelUp.
Really hard to get a hold of someone on the phone. Hotel was overbooked and has been a hassle to get a refund. Hotel says that they do not have my reservation but travel up says I'm confirmed.
Good afternoon, Stephanie.
We’re very sorry to hear about the difficulties you’ve experienced with your booking and the inconvenience caused by the overbooking situation at the hotel. We understand how frustrating this must be, especially when you're caught between conflicting information.
To help us resolve this matter as quickly as possible, we kindly ask you to contact us at [email protected] with your booking reference and any relevant details. Our team will investigate the issue thoroughly and work to provide a resolution.
Thank you for bringing this to our attention, and we hope to restore your confidence in our service.
Kind regards,
TravelUp.
Terrible customer service as it is nearly impossible to speak to someone.
Good evening, Elaine.
We’re very sorry to hear about your experience and the difficulty you’ve had reaching us. We understand how important it is to speak with someone when you need assistance.
To help us look into this further, could you please let us know which number you were dialing? This will help us ensure all our lines are functioning properly.
In the meantime, we kindly ask you to email us at [email protected]. Our team is actively monitoring this inbox and will be more than happy to assist you.
Thank you for your patience and for bringing this to our attention.
Kind regards,
TravelUp.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good afternoon, Joan.
Thank you so much for your kind review and for giving us a five-star rating!
We’re delighted to hear that your stay at the Clarion Hotel was convenient and perfectly suited for your early flight. Helping travelers find comfortable and well-located accommodations is exactly what we aim for, and we’re so glad we could assist in making your travel plans easier.
Your feedback means a lot to us, and we’re grateful you chose TravelUp for your booking. We hope your journey went smoothly and look forward to helping you with future travel arrangements!
Warm regards,
TravelUp.