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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 was not given the room I paid for, I was given a much smaller room which was huge inconvenience.
The hotel did not have the room I booked available and had to place me in a smaller room. Further, TravelUp has not appropriately responded to my requests for information regarding a refund.
Good afternoon, Dana.
We are sorry about the unpleasant experience at the property due to the non-availability of the specific room not available.
Our mission is to provide an excellent guest experience therefore your feedback will be shared with our suppliers accordingly.
Your feedback is important to us as we take all the reviews seriously to use them as an opportunity to improvise the quality expected.
Please write to us at - [email protected] and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
Process was super simple. We never received "confirmation" directly from the hotel but did receive confirmation from Travel Up that our reservation had been secured. The ONLY site this hotel was available on was Travel Up so we were a little worried about the reservation being legit...BUT when we arrived to the hotel everything was set up a promised and it was an amazing stay. I'm very happy that I used Travel Up.
Good afternoon, John,
Thank you so much for your fantastic review! We are thrilled to hear that you had an excellent experience with TravelUp and that the booking process was super simple for you.
We understand how important it is to receive direct confirmation from the hotel, and we apologise for any concern this may have caused. Rest assured, our team works diligently to ensure that all reservations are secure and accurate, as confirmed by your seamless check-in and amazing stay.
It's great to know that TravelUp was able to offer you the unique availability of the hotel and that we met your expectations. Your satisfaction is our top priority, and we are delighted to have contributed to your enjoyable trip.
If you have any questions or need assistance with future reservations, please don't hesitate to reach out. We look forward to helping you plan your next travel adventure and ensuring another fantastic experience.
Thank you once again for choosing TravelUp and for sharing your positive feedback.
Best regards,
TravelUp.
Good so far. I haven't stayed in the hotel yet but the price offered is good and it was easy to book. If all goes well with the trip I'll use this service again.
Good afternoon, Isabel,
Thank you for your great review!
We're glad to hear that you found our booking process easy and our prices competitive. We're confident that your upcoming stay will meet your expectations and enhance your travel experience.
Should you need any assistance before or during your trip, please don't hesitate to contact us. We are here to ensure everything goes smoothly. We look forward to serving you again in the future and hope your stay is wonderful.
Thank you for choosing TravelUp!
Best regards,
TravelUp.
I booked a hotel room through TravelUp. I knew that the charge was non-refundable. Due to unforeseen circumstances, the event I was going to attend was cancelled. I reached out to TravelUp to see if I could change the booking to a different day. The phone number provided was not in service so I had to reach out via email. By the time they responded it was too late to make any changes I don't think I will use them again. I have had quicker response times with other travel sites.
Good evening, Donna.
Thank you for sharing your feedback with us. We sincerely apologise for the inconvenience you experienced and understand how frustrating it must have been given your unforeseen circumstances.
We regret that our phone line was not in service and that our email response time was slower than expected. We strive to provide timely and effective support, and we are sorry we did not meet your expectations in this instance.
After reviewing the rules of your booking, we can confirm that your reservation was non-changeable and non-cancelable, as stated at the time of booking. We understand this situation has been disappointing, and we apologise for any frustration caused.
Your feedback is important to us, and we will use it to improve our services. We hope you might consider giving us another chance in the future.
Kind regards,
TravelUp.
The room sizes and names are different than what's on the actual hotel website. Therefore it's difficult to tell which room is which. Because of this, I ended up with a room that was much smaller than how it's listed on the TravelUp website.
Good afternoon, Victor.
We are sorry about the discomfort during your stay at the property due to the room sizes.
We value your opinion and will take every measure to make sure it is shared with the supplier, so it does not happen again. We really appreciate you taking the time to give us feedback as it helps us assist you better.
We apologise for the inconvenience caused.
Regards,
TravelUp
Bad. The booking was for $118.00 per night. After I filled out all the information, this site said there were no more rooms available. I called the hotel, there were. I booked it on another site. But now I see that I am being charged for the room they said was not available. I cannot reach anyone to get this fixed. I'm having a nightmare.
Good evening, Cynthia.
We sincerely apologise for the inconvenience you have experienced with your booking. We understand how frustrating it must be to deal with this situation and not be able to reach anyone for assistance.
We have escalated this issue to our hotels team, and one of our representatives will contact you as soon as possible to resolve this matter. In the meantime, please email us at [email protected] with your booking details so we can start the investigation promptly.
Thank you for bringing this to our attention.
We appreciate your patience and understanding as we work to rectify the situation.
Kind regards,
TravelUp.
We supposedly bought the ticket with one of the pages that you recommended and it turns out that the published price was not the real one and after canceling the ticket they cloned our card and made charges with it. I understand that you publish the offers and you are responsible for deciding, but make sure that the pages you send or recommend are reliable. I wasted my time and money.
Good evening, Ines.
Please accept our apologies for the challenging experience with us.
We want to do everything we can to make it right for you. At TravelUp, we do not engage in any wrongdoing or illegal practices. All amendments are made based on the fare rules of the booking or governed by the airlines policies.
We would be happy to review the specific incident in more detail with you so that we can better understand what happened and how we might improve going forward.
Please feel free to reach out via email at - [email protected]
Regards,
TravelUp
It was terrible. I thought I was actually on a creditable reservation site. Once I made the mistake to reserve through the site, and I had concerns, I attempted to cancel and I could not. I checked with the actual hotel multiple times and they did not have record of the reservation and they had never heard of TravelUp.com
Good evening, Steve.
We sincerely apologise for the inconvenience and frustration you experienced with your reservation. We understand how important it is to have a seamless and trustworthy booking process, and we regret that your experience did not meet these expectations.
Upon thoroughly checking your reservation, we can confirm that it was a legitimate booking through TravelUp. We assure you that we do not engage in any illegal practices. We understand that you contacted us with concerns and attempted to cancel your reservation. Our representative informed you about the terms and conditions, which state that an admin fee would be charged for cancellations.
We apologise for any confusion and inconvenience this may have caused. We value your feedback and will use it to improve our services.
If you have any further questions or need additional assistance, please do not hesitate to reach out to us.
Thank you for your understanding.
Best regards,
TravelUp.
The booking was easy and quick. The only problem I have is that the Hotel won't drive me from airport and back again because I booked with you instead of hotel.
Good afternoon, Larry.
Thank you for your feedback and for your positive rating!
We're glad to hear that the booking process was easy and quick for you. We apologise for the inconvenience regarding the shuttle service.
We understand how important this service can be and are currently working with our hotel partners to improve and expand the benefits for our valued customers.
If you have any other concerns or need further assistance, please don't hesitate to reach out.
We appreciate your understanding and hope to serve you again soon!
Regards,
TravelUp
I arrived at the hotel and though I had paid fir 4 days the hotel had only received payment fromTravel up for 1 day and I was asked to pay for the remaining 3.
Getting problem resolved took a very long time and im still waiting to get confirmation.
Good evening, Gloria.
Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced regarding your booking. We understand how this situation must have affected your stay, and we regret that our response fell short of your expectations.
Upon reviewing your case, we can confirm that our representative has already informed you that the payment discrepancy is due to a deposit of $250 USD for incidentals, rather than an extra charge for three additional days. We apologize for any confusion this may have caused.
If you have any proof of payment indicating that you were indeed charged for an extra three days, we kindly ask you to share it with us by replying to the same email thread. This will help us resolve the matter more efficiently.
Thank you for your patience and understanding. We hope to have the opportunity to serve you better in the future.
Best regards,
TravelUp
You guys charge for canceling, even if the cancellation is made on the same day as the reservation. That is abuse
Good evening, Juani.
We sincerely apologise for any inconvenience you experienced regarding your recent reservation cancellation. We understand your frustration and appreciate the opportunity to address your concerns.
Please be assured that we have not charged any cancellation fee for your reservation. The charge you incurred is an administration fee, which is necessary to process the refund. This fee applies to both voluntary and involuntary cancellations and is clearly stated in our terms and conditions.
We hope this explanation clarifies the situation. Your feedback is important to us, and we strive to make our policies as transparent as possible. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team.
Thank you for your understanding.
Sincerely,
TravelUp.
No rooms available. Took our money. Prepaid. This is completely unacceptable. Left without room and no one answered the phone.
Good evening, Ashtyn.
We sincerely apologize for the inconvenience you experienced with your booking. We understand how frustrating it must have been to arrive and find no rooms available, especially after prepaying for your stay.
Please be assured that we have raised this issue with our hotels team as a matter of urgency. One of our representatives will be in touch with you soon to resolve this matter.
In the meantime, we kindly request that you send us a detailed account of your experience via email at [email protected]. Having a written record of your complaint will help us address the issue more effectively and ensure that such incidents do not happen in the future.
Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to resolve this.
Best regards,
TravelUp.
Easy to book room and I love the total price wrap up.
Good afternoon, Jacob.
Thank you so much for your glowing review!
We're thrilled to hear that you found our booking process easy and convenient. Making it hassle-free for our guests is always a top priority for us.
We're delighted that you appreciate our transparent approach to pricing, ensuring that you know exactly what you're getting without any surprises.
We look forward to welcoming you again!
Regards,
TravelUp.
When I booked this your website allowed us to pay for breakfast with our room charge. Our resultant cost was $142.55. When we arrived we saw that there was no prepaid breakfasts at the hotel. My checkout charge for the room was $120. Travel up charged me $142.55 for each room. I consider this a ripoff.
Good afternoon, Colin.
We are truly sorry to hear about the inconvenience you experienced during your recent stay. We understand how frustrating it must have been to find that the prepaid breakfast was not available, and we apologise for any confusion and disappointment this caused.
To address this issue, please send an email to our dedicated team at [email protected]. Include your booking details and any relevant information so we can thoroughly investigate your case and resolve it promptly.
We appreciate your patience and understanding as we work to make this right.
Sincerely,
TravelUp.
It was easy and convenient to use.
Only thing is you have to print the voucher to take it to the hotel instead of email.
Good evening, John.
Thank you for your positive feedback! We're delighted to hear that you found our service easy and convenient to use.
We appreciate your suggestion regarding the voucher process and understand that printing it can be an extra step. We're always looking for ways to improve, and your input is invaluable.
We'll look into the possibility of offering an email option for vouchers in the future.
Thank you for choosing us, and we hope to serve you again soon!
Regards,
TravelUp.
The hotel address on the receipt was not complete. All it said was that the hotel was in Warren, USA. But there are a number of Warrens in the USA. It should have said Warren, Ohio. And when I called the "hotel" they initially had no record of my $490 payment, which caused me to panic and scramble to find the real phone number of the hotel. I finally got through to them and confirmed my reservation. In the meantime, Wells Fargo sent me a fraud alert message asking if this was a real purchase on my credit card. I said, Yes, but then wondered where the money actually went. So it was not an easy experience.
Good afternoon, Norman.
Thank you for taking the time to share your experience with us. We're delighted that you ultimately had a positive stay, but we sincerely apologise for the confusion and inconvenience you encountered along the way.
We regret that the address on the receipt was incomplete, causing unnecessary worry and effort on your part. Your feedback is invaluable, and we will ensure that our receipts include the full address to prevent such issues in the future.
We also apologise for the initial difficulty you faced when contacting the hotel and for the concern caused by the missing payment record. We're glad you managed to reach the correct department and confirm your reservation. We understand how stressful this must have been and appreciate your patience during the process.
Regarding the fraud alert from Wells Fargo, we understand that it added to the confusion. We assure you that we take your security very seriously and are grateful for your vigilance in confirming the transaction.
Your feedback helps us improve our services, and we hope to provide you with a seamless experience on your next visit. If there's anything else we can do to assist you, please don't hesitate to reach out.
Thank you once again for your understanding and for giving us the opportunity to serve you.
Best regards,
TravelUp.
There was an additional $100+ "Destination Fee" that was added on top of what I paid when I signed up... just include that in the price instead of after charges
Good afternoon, Jeffery.
We are sorry that you did not have a great experience at the property.
Please note, local fees, resort fees, destination fees etc. or any sort of deposit are to be paid locally at the property and are never included in the cost of the stay. They are decided and governed by the local authority, and we have no control over it.
Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
We sincerely apologise for this unpleasent experience.
Regards
TravelUp
Everything worked well, except... I still have not received an email confirmation for my booking... I did take a screen shot at time of booking, but I've been expecting an email confirming.
Good afternoon, Russ.
Thank you for choosing to book with us. We truly appreciate your trust and patience.
We apologise for the inconvenience regarding the email confirmation. We have raised this request to our hotel team, and one of our representatives will be contacting you soon to assist with this matter.
Thank you for bringing this to our attention, and we look forward to ensuring you have a seamless experience with us.
Best regards,
TravelUp.
Horrible service and cancellation policies. Agents give you the run around and try to scam you for more money.
Good afternoon, Molida.
We are truly sorry to hear about your recent experience and apologise for any inconvenience caused. We understand how frustrating it can be to navigate cancellation policies and service procedures.
At the time of booking, we strive to make our cancellation terms and conditions as clear as possible, including the requirement for an administrative fee to process refunds. This policy is in place to help us manage the costs associated with processing cancellations.
We also noted that our representative provided multiple quotes based on your preferences, considering the credit note you hold, which unfortunately cannot be used online. Our goal was to assist you in finding the best option available under the given circumstances.
While we regret any inconvenience caused, adherence to our terms and conditions is necessary to ensure fairness and consistency for all our customers.
Once again, we apologise for any frustration this may have caused and appreciate your understanding. If you have any further concerns or need additional assistance, please do not hesitate to contact us.
Sincerely,
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 evening,
We are sorry about the discomfort during your stay at the property due to the smaller room provided.
We value your opinion and will take every measure to make sure it is shared with the supplier, so it does not happen again.
We really appreciate you taking the time to give us feedback as it helps us assist you better.
Please write to us at - [email protected] and share your booking reference number, for us to investigate accordingly.
We apologise for the inconvenience caused.
Regards,
TravelUp