TravelUpReviews 2,159

Good morning, Katherine.

Thank you for taking the time to share your feedback, and we are truly sorry to hear about the experience you described regarding being charged twice. We completely understand how frustrating it must be to see a second charge appear after you were initially informed that the first transaction had not gone through.

After reviewing similar situations, this can sometimes occur due to an authorisation hold or a delayed transaction from the payment provider. In some cases, the first attempted charge may temporarily appear as pending before being released, while the successful transaction processes separately. However, we fully appreciate that this has caused concern, and we sincerely apologise for the inconvenience.

At TravelUp, we want to resolve this as quickly as possible. We kindly ask you to email us at [email protected]
with your booking details and transaction references so our team can investigate and assist with the reimbursement of the extra charge. Once we have the information, we will prioritise your case and work to ensure it is resolved.

We truly regret that this situation impacted your experience, and we appreciate your patience while we look into it. If you need any further assistance, please do not hesitate to reach out.

Kind regards,
TravelUp

Good morning, Ricardo.

We are truly sorry to hear about the issue you experienced while trying to pay the balance of your booking.

We completely understand how frustrating it must be to see an invalid booking reference when you are using the same reference provided in your booking confirmation. At TravelUp, we apologise for the inconvenience and empathise with the situation this has caused.

We want our customers to have a seamless overall experience, and incidents like this are unfortunate. To resolve the issue and investigate what happened with your booking reference, kindly drop us an email at [email protected]
with your booking details and a description of the problem. Our team will review the matter and make the necessary corrections so you can complete your payment without further difficulty.

We truly regret the inconvenience and appreciate your patience. Our team will do everything possible to assist you.

Kind regards,
TravelUp

Good morning,

We are truly sorry to hear that you have been waiting for your refund for such an extended period, and we completely understand how frustrating and disappointing this must be.

At TravelUp, we sincerely apologise for the delay and empathise with the situation it has caused.

It is unfortunate that you have had to wait this long for the refund, and we fully appreciate your frustration. We want to assure you that we are taking this matter very seriously. We are escalating your case to our hotels and finance team so that it can be prioritised for review. One of our representatives will be in touch with you soon to assist further and provide an update on the status of your refund.

We kindly ask for your patience while we work to resolve this as quickly as possible. Your concerns are important to us, and we are committed to ensuring this matter is addressed.

Thank you for bringing this to our attention, and we truly regret the inconvenience you have experienced.

Kind regards,
TravelUp

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, Paul.

Thank you for sharing your feedback with us.

We’re truly sorry to hear that you experienced difficulty obtaining the room information and that this led you to cancel your reservation. We completely understand how important it is to have clear and detailed information—especially when planning a stay connected with Disney.

At TravelUp, we aim to provide accurate and comprehensive details for every property listed on our platform. However, in some cases, certain room-specific information is supplied directly by the property or supplier, and availability of detailed descriptions may vary. We understand how this can be frustrating when you are trying to make an informed decision.

We genuinely regret that this impacted your experience and appreciate you bringing it to our attention. Your feedback helps us identify areas where we can improve the clarity and depth of information provided to our customers.

We hope you will consider giving TravelUp another opportunity in the future, and we would be more than happy to assist you in finding the right accommodation with all the details you need.

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