TravelUpReviews 2,162

Good afternoon, Clarence.

Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience caused by this situation. We completely empathise with how stressful it must have been to arrive at the hotel and find your reservation was not immediately recognised.

At TravelUp, we always aim to provide our customers with a seamless stay experience, and incidents like this are truly unfortunate. We have carefully checked our records and can confirm that your reservation was fully confirmed by the property, and the confirmation number was shared with you well in advance of your stay. This clearly indicates that the reservation was successfully passed to the hotel from our end.

It appears that there may have been an integration or system delay at the hotel’s side, which caused the reservation to only appear in their system upon your arrival. We assure you that TravelUp completed all steps correctly and shared the confirmation with you in a timely manner.

We truly regret the inconvenience caused and appreciate your understanding regarding factors outside our control.

Warm regards,
TravelUp

Good afternoon, Shirlette.

Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience you are experiencing. We completely empathise with the stress of arriving at a hotel and not having your booking recognized, especially when trying to reach customer service has been difficult.

At TravelUp, we take situations like this very seriously and want to help resolve it as quickly as possible. We kindly request that you email your booking details to [email protected], and our team will investigate your case immediately to ensure your reservation is properly confirmed and any issues are resolved.

We truly regret the inconvenience caused and appreciate your patience while we work to fix this matter.

Warm regards,
TravelUp

Good afternoon, Taylor.

Thank you for sharing your feedback. We sincerely apologise for the experience you had when contacting our customer service team. We completely empathise with your frustration, especially given the stress of flight delays due to the storm. Being treated rudely or dismissively is absolutely unacceptable, and we understand how upsetting this must have been.

At TravelUp, we pride ourselves on providing excellent customer service, and situations like this are not tolerated. To help us investigate this matter thoroughly and ensure appropriate action is taken, we kindly request that you email your complaint, along with the details of your interaction, to [email protected]. Our team will review the case carefully and identify the individual responsible to prevent such behavior in the future.

We truly regret the inconvenience and distress caused, and we appreciate your patience as we work to resolve this issue.

Warm regards,
TravelUp

Good afternoon, Irina.

Thank you for your feedback, and we sincerely apologise for the inconvenience you experienced upon arrival at your hotel.

We completely understand how frustrating it can be to receive a different room type than the one you reserved.

We have carefully checked our records and can confirm that your reservation was booked correctly as per your request. To help us resolve this matter promptly, we kindly request that you share supporting documentation showing that the wrong room was provided. Once we receive these documents, we will escalate the issue directly with the supplier to ensure it is addressed appropriately.

We truly appreciate your patience and cooperation, and we remain committed to helping you have a seamless travel experience.

Warm regards,
TravelUp

Good afternoon, Samuel.

Thank you for your feedback, and we sincerely apologise for the confusion and frustration caused regarding your hotel reservation. We completely empathise with the stress of noticing a potential date discrepancy on your booking.

To help us investigate and resolve this matter as quickly as possible, we kindly request that you email your booking details, along with any supporting documents, to [email protected]. Our team will review your reservation immediately and work to correct any errors.

We truly regret the inconvenience caused and appreciate your patience while we look into this issue.

Warm regards,
TravelUp

Good morning, Wrin.

Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused by the difficulty in changing your booking.

We completely empathise with your situation and understand how stressful it can be when changes are required after a reservation has been made.

We have carefully reviewed your case and would like to clarify that the costs and fees communicated to you are as per the fare rules of the property and the supplier. TravelUp does not add any extra charges beyond this, except for the standard administrative fee, which is clearly outlined in the Terms and Conditions that you accepted at the time of booking.

We hope this explanation clarifies the charges applied. Our team always aims to make changes as smooth as possible within the guidelines set by the suppliers, and we appreciate your understanding regarding these policies.

Warm regards,
TravelUp

Good morning, Ana.

Thank you for your feedback. We sincerely apologise for the inconvenience and frustration caused by the double charge at the hotel. We completely empathise with your situation and understand how distressing this must be.

For better clarity and faster assistance, we kindly request that you write your review or message in English. Additionally, to help us investigate and resolve this matter promptly, please email us your booking details at [email protected], and our team will be happy to assist you in coordinating with the hotel regarding the refund.

We truly regret the inconvenience caused and look forward to helping you resolve this issue as quickly as possible.

Warm regards,
TravelUp

Good morning, Scott.

Thank you for your thoughtful 4-star review and for sharing your experience with us. 🌟

We’re delighted to hear that you found our prices competitive and the checkout process fast and easy. At TravelUp, we always strive to provide a smooth and convenient booking experience for our customers.

We also appreciate your feedback regarding the “comments” section and the information included in the confirmation emails. While the booking confirmation contains all the essential details required to complete your reservation, we understand that additional information can help provide peace of mind. We will share your comments with our team to explore ways we can make confirmations more informative and user-friendly in the future.

It’s great to hear that the resort confirmed your booking and that everything was set for your stay. Your feedback is valuable and helps us continue improving the overall customer experience.

We look forward to assisting you with your next booking and providing another smooth and seamless experience.

Warm regards,
TravelUp ✈️

Good morning, Megan.

Thank you for your thoughtful 4-star review and for sharing your experience with us. 🌟

We’re delighted to hear that everything worked out smoothly and that you were able to secure the best price available. At TravelUp, we always strive to provide a seamless and cost-effective booking experience for our customers.

We also appreciate your feedback regarding the site and the voucher process. While the hotel had all your reservation details, we understand that the instruction to print the voucher and the absence of a formal receipt may have caused some inconvenience, especially for reimbursement purposes. We will share your comments with our team to explore ways to make our booking process and documentation more convenient and user-friendly in the future.

Your feedback is very valuable and helps us continue improving both the platform and the overall customer experience. We look forward to assisting you with your next booking and providing another smooth and efficient experience.

Warm regards,
TravelUp ✈️

Good morning, Erica.

Thank you for your feedback, and we sincerely apologise for the frustration and stress this situation has caused. We completely empathise with your concerns, and we understand how worrying it can feel when e-tickets are delayed and the payment process is unclear.

At TravelUp, we pride ourselves on providing excellent customer service, and we are very sorry that this experience did not meet the high standards we aim for. Please be assured that we are committed to resolving this matter for you as quickly as possible.

We kindly request that you email us your booking details at [email protected], and our team will investigate your case immediately to ensure your e-tickets are issued without further delay.

We truly regret the inconvenience caused and appreciate your patience while we work to resolve this matter.

Warm regards,
TravelUp

Good morning, Regina.

Thank you for sharing your feedback. We truly empathise with the frustration caused by the situation; however, we would like to clarify a few important points regarding your booking.

Before finalising any reservation, TravelUp sends a system-generated booking confirmation to the customer. This confirmation includes all the details you provided or selected at the time of booking, including hotel, dates, and other preferences. We are not allowed to proceed with the issuance of the booking until the customer provides explicit consent.

Upon reviewing your case, we can see that you provided consent and the booking was issued exactly as confirmed. The booking confirmation aligns with the consent you gave, which clearly indicates that no oversight occurred on our end.

We understand it can be frustrating when plans do not go as expected, but it is important to note that we issued exactly what was selected and approved by you. Additionally, as per the fare rules associated with this reservation, it is non-refundable, and we are therefore unable to process a refund in this instance.

We regret that this has caused inconvenience, and we hope this explanation clarifies the situation.

Warm regards,
TravelUp

Good morning, Angela.

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

We’re delighted to hear that everything was extremely appreciated and that the hotel staff made your stay so welcoming and enjoyable. At TravelUp, we always strive to make every part of your trip seamless and memorable, from booking to your actual travel experience.

It’s fantastic to know you plan to book with us again—we look forward to helping you create another smooth and enjoyable journey soon! ✈️

Warm regards,
TravelUp

Good morning, Maria.

Thank you for your feedback, and we sincerely apologise for the confusion and concern this has caused. We completely understand how unsettling it must have been to see a higher amount than expected on your credit card statement.

At TravelUp, we always aim to provide clear instructions and transparent pricing to our passengers, and situations like this are truly unfortunate.

We have carefully investigated your booking and can confirm that the exact amount charged matches the total you reviewed and consented to at the time of payment. The currency was clearly indicated during the booking process and also stated on the booking confirmation. We have not applied any additional or hidden charges.

It is possible that the difference you noticed is due to currency conversion charges or foreign transaction fees applied by your bank or card provider. These charges are determined solely by your financial institution, and we would kindly recommend contacting your bank directly for clarification regarding the exchange rate or any additional fees applied.

We truly regret any misunderstanding and appreciate you bringing this to our attention. Your feedback helps us continue improving clarity throughout our booking process.

Warm regards,
TravelUp

Good afternoon, Dion.

Thank you for your feedback. We sincerely apologise for the frustration and disappointment this situation has caused. We completely understand how upsetting it must feel to be charged after cancelling within 48 hours.

At TravelUp, we want our customers to have a seamless overall experience, and situations like this are truly unfortunate.

We have carefully investigated your booking and would like to clarify that, regardless of how soon a cancellation request is made after confirming a reservation, the booking you selected did not include free cancellation. As clearly stated in the Terms and Conditions agreed to at the time of booking, we are not offered a cooling-off period by our suppliers or the property. Therefore, we are unable to provide a cooling-off period to customers.

As a result, the amount charged reflects the property’s cancellation penalty, along with our administrative fee for processing the cancellation. These charges are applied in line with the policy attached to the specific rate selected at the time of booking.

We understand this is disappointing, and we truly regret that this has impacted your experience with us. Our aim is always to be transparent about cancellation policies before purchase so customers can choose the option that best suits their needs.

Warm regards,
TravelUp

Good morning, Dianne.

Thank you for your feedback, and we sincerely apologise for the distress and inconvenience this situation has caused. We completely understand how worrying it must have been to contact the hotel and be advised that your travel arrangements were not showing at that time.

At TravelUp, we want all our customers to have a seamless overall experience, and incidents like this are truly unfortunate.

We have carefully investigated your case and can confirm that your reservation was initially confirmed on our system. However, as per your request, the booking has now been cancelled and a full refund has been processed back to your original method of payment. Please allow the standard processing time for the funds to reflect, depending on your bank.

For future reference, as clearly advised on our website and in the booking confirmation, hotel confirmations can take up to 72 hours to be fully reflected directly with the property. We kindly ask customers to allow this timeframe before contacting the hotel, as immediate visibility is not always guaranteed due to supplier processing times.

We regret that this situation led to further action involving your bank, but we hope this clarifies the matter and reassures you that the refund has been completed in full.

Warm regards,
TravelUp

Good evening, Leonardo.

Thank you for sharing your feedback.

We sincerely apologise for any inconvenience you may have experienced and truly empathize with your frustration.

At TravelUp, we aim to provide a smooth and reliable booking experience, and it’s disappointing to hear that we fell short of your expectations.

Could we kindly ask you to write your review in English so we can fully understand your concerns? Additionally, please provide more details about what went wrong and the specific issues you faced. This will help us investigate the matter thoroughly and assist you in the best possible way.

Your feedback is very important to us, and we are committed to resolving any genuine concerns promptly.

Warm regards,
TravelUp

Good evening, Kim.

Thank you for sharing your feedback.

We sincerely apologise for the inconvenience and frustration you’ve experienced.

At TravelUp, we aim to provide our customers with a seamless booking experience, and it’s unfortunate that this situation occurred.

Please note that the booking confirmation sent to you at the time of reservation contains all the correct contact numbers, and these numbers are fully operational. We kindly request you to double-check the numbers you are dialing against those listed in your confirmation email.

Additionally, we have not received any emails from the registered email address associated with your booking. To assist you further, we kindly ask you to send us an email at [email protected] so we can review your booking and check the possibility of cancellation.

Your feedback is important to us, and we are committed to helping resolve this matter promptly once we have the necessary details.

Warm regards,
TravelUp

Good morning, Frank.

Thank you for your feedback, and we sincerely apologise for the distress and inconvenience this situation caused. We completely empathise with your frustration—arriving at a hotel and finding no available clean rooms is unacceptable and upsetting.

At TravelUp, we always strive to ensure our passengers have a seamless stay experience, and incidents like this are truly unfortunate. We understand your anger, but please note that real-time situations such as room availability or cleanliness are managed directly by the hotel, and as a travel agency, we do not have control over these circumstances.

To help resolve this matter, we kindly ask you to email us your booking details at your earliest convenience. Our team will review the case and check the possibility of a refund from the supplier. We will do our best to assist you promptly.

We truly regret the inconvenience and appreciate your understanding as we work to address this issue.

Warm regards,
TravelUp

Good afternoon, Ashley,

We’re truly sorry to hear about the experience you’ve had, and we completely understand how frustrating and disappointing this situation must be.

At TravelUp, we want our customers to enjoy a seamless travel experience, and it’s unfortunate when incidents like this occur.

Please drop us an email at [email protected] with your booking details. We would like to investigate your case thoroughly and ensure that the refund process is handled as quickly as possible. Your feedback is very important to us, and we will do everything we can to resolve this matter promptly.

Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service.

Warm regards,
TravelUp