On SmartCustomer, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
From the business
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
Instant Feedback
We monitor reviews for authenticity
I clicked on the choice of 2 queen beds, but somehow, when I completed the purchase, I had a room with only one queen bed. I called up right away, and was told to email them. So I did. I then received an email saying that if I want 2 queen beds, I will have to pay $57 MORE! Ripoff
Had I known this was not a Canadian site I would not have used it. I did not see anywhere on the site that it was in US dollars. It ended up costing me more money that if I had booked directly with the hotel.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team hereafter.
If you are further looking to discuss things, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
User friendly website to get your hotel booked instantly!
Good morning,
We’re really grateful and appreciate you taking the time to share your rating with us.
Also, glad that you enjoyed our product & services. We look forward to the next time we’re able to serve you again.
Have a wonderful day!
Team Customer Relations.
Not impressed, no empathy for the customer. A waste of $160 dollar deposit by one accident click not realizing this is a third party travel agency working through another travel agency (Expedia, etc). The uncertainty and negative reviews, and friends that had a bad experience was too risky to chance our trip with our two kids not knowing what our hotel experience would be once arrived.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team, working close towards such concerns.
However, if you are further looking to discuss things, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
It was easy to use a good deal. However, I discovered after purchasing 6 nights at a hotel that the hotel has a daily resort fee and a daily parking fee with a total of over $80 additional dollars per day. That information was not given on the travel up website.
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team, working close to such concerns.
However, you are supposed to pay daily resort fee and parking fee directly with the hotel since these fees are exclusive charges.
If you are looking to discuss things further, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
First time user, price was great and booking was easy
Good afternoon,
We are happy to know that you have had a great online experience. And on top of this you have gained a great price.
We thank you for choosing us as your preferred travel partner.
Team Customer Relations.
Booked a hotel in portland OR on travelup during the recent snowstorm then was told by the hotel that they were not accepting reservations and that travelUp should have known that. Emailed customer service and they requested I not dispute the charge with my credit card company. Ha. Overall was tempted by the low price but left me on a difficult situation with no place to stay in the snow.
Good afternoon,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team, working close to such concerns.
However, if you are looking to discuss things further, we request you to kindly email us your concern at [email protected].
Team Customer Relations.
Just saw the same hotel for cheaper and refundable option..
Good morning,
We are sorry to hear about the disappointment you faced due to discrepancies with hotel prices and policies. Please feel free to reach out via email at - [email protected] so we can address your concern.
We apologize for the inconvenient caused.
Regards,
Travel Up
Before going through with the reservation on Travelup that felt too good to be true, I directly contacted the hotel to inquire about Travelup. They told me they've never heard nor have they ever done business with that third-party before. So this has me wondering what happens to the rooms booked with Travelup for that specific hotel?
Good afternoon,
Please accept our sincere apology for any inconvenient caused.
Please note, we follow up standard operation procedures, which once the hotel booking is made, the hotel confirmation is to be released by the supplier within 48 hours of check-in due to security reasons.
You may visit our company website if you have any doubts about Travel up- https://www.travelup.com/en-gb
Please feel free to write to us at [email protected], in case of any further assistance.
Regards,
Travel up
This company should be avoided at all costs. They try very hard to not pay back legitimately owed money and taxes and their customer service is worse than appalling. Use any other company, please.
Good afternoon,
Please accept our sincere apology for the bad & challenges experience with us. It sounds like you had a frustrating time, and we want to do everything we can to make it right for you. 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,
Travel Up
The booking experience was not great. We are booking from Dalian-Shanghai-San Francisco and on the booking website it allows us to check two luggages at first flight and no need to re-check in at Shanghai. After we made reservation, a customer service representative gave me a call and said the first flight only allows 1 luggage and if you have additional baggage, gotta pay and check with the airline directly about the policy. Also he said we would have to pick up the luggage at Shanghai and check luggage in again for the flight to SFO. It's absolutely not written while we booked the ticket. Then I request to refund the money and buy through the airline. The representative changed his mind and offered to double check with the airline. After 5 mins, he called back and told me that I'm off the hook of paying extra for the second luggage and no need to check in again between the flights. I'm just very confused that why they had to waste my time before checking with the airlines. And after requesting refund, they can go out of their way to make it happen as they promised initially. Not going to use this app again. It's my first time booking thought travel up, but not a good experience.
Good afternoon,
Please accept our apology for the inconvenienced caused due to hassles while adding the baggage. Your feedback is important to us and will be shared with the management, so we can prevent such incident to be repeated in the future.
Please feel free to write to us at [email protected], in case of any further assistance.
Regards,
Travel Up
Hola quiero el numero de reserva del hotel y detalles, tengo que hacer unas peticiones adicionales por favor.
Good morning,
We’re so happy to hear you had a great experience at the property. Your review made our day! Our whole team works very hard to keep our customers happy, but we can only do it thanks to amazing customers like you.
Thanks again, and we hope to serve you again soon.
Regards,
Travel Up
My first time using this booking website and so far it has been very easy,
Good morning,
Thank you for acknowledging our service. We are looking to create more such feasible experiences for you ahead with the future bookings.
Team Customer Relations.
The online booking process was easy and seamless. The price was one of the lowest ones available on the internet - which is what first brought me to the site to begin with.
Good afternoon,
Thank you for reaching out to us with your words of appreciation. It adds more value to our collective efforts of serving you consistently best and learning from the experiences you share with us. We are looking forward to assisting you with all your future bookings with us.
Team Customer Relations.
On the TravelUp website I booked a sea view suite, that's also what it says on my confirmation email, but when I called the hotel to double check they told me my reservation only includes the cheapest room.
Good afternoon,
Thank you for notifying your concern to us. We sincerely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team.
However, we request you to kindly check the status of your hotel booking with our dedicated holiday team by emailing them at [email protected] as they will cross check this directly with the hotel and help you for this concern.
Team Customer Service.
This was my 1st time using TravelUp based on a recommendation from a friend. The hotels offered were top rated. Booking was quick and easy.
Good morning,
Thank you for reaching out to us with your words of appreciation. It adds more value to our collective efforts of serving you consistently best and learning from the experiences you share with us. We are looking forward to assisting you with all your future bookings with us.
Team Customer Relations.
Good, but really don't have any feedback until we stay at the hotel.
Good morning,
Thank you for your pleasant feedback, this adds more value to our service.
Team Customer Relations.
Good morning,
We are so pleased to hear that we were of great assistance and everything for your trip is organized.
Our team members will be pleased to hear of your 5* ratings and kind comments.
Thanks again for booking with us & we look forward to assisting you in the future.
Team Customer Relations.
For some reason the font is very light you can hardly read it
Good morning,
Thank you for notifying your concern and acknowledging your concern. We apologize for the challenging experience you had. If you face any difficulty or have the concern, we request you to kindly email your concern at [email protected].
Team Customer Relations
Good morning,
Thank you for your 5* review and we are glad to find out that you have had seamless online experience with us along with good prices.
We thank you for choosing us as your preferred travel partner.
Team Customer Relations.
See reviews as you browse!
Get the Chrome Extension.
Add Extension
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team, working close towards such concerns.
However, we have found that one of our team members has been assisting you for the concern you have raised.
If you are further looking to discuss things, we request you to kindly email us your concern at [email protected].
Team Customer Relations.