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 drove 14 hours to my hotel destination that I booked 3weeks prior to my trip, when I arrived my room had not been booked ever! I was given the run around on the phone and never called back. Instead they emailed me regarding their horrrible mistake! Which an apology did not help me at all with finding a place to stay in MIAMI FL on a busy weekend! My money also was not refunded until several days later, which also was a bummer!
No problems! This site delivered the hotel I need at a lower price than a group booking.
My holiday was cancelled through no fault of my own turkey is on the red list so flights and hotel had to be cancelled but I still have been charged a £91 cancellation fee my friends had booked through a different travel agent and they both got a full refund so not happy at this moment in time
Good afternoon,
We are very sorry if you have had a poor experience with TravelUp and to hear of your cancelled holiday.
Unfortunately these are in the terms and conditions which you have agreed to before booking, whilst it is not your fault that Turkey is on the red list these are stated. We are glad to see you have also been refunded.
We apologise if you have felt inconvenienced by this and we hope you are able to travel again soon
Kind regards, TravelUp Team
Attempted to get in contact with a human, nobody could get me in touch with someone to help modify or cancel my reservation. I kept being told to just email and they'll respond. Took them 2 days. When I reached out out was an hour later, granted my reservation was modified but because it took them so long they charged me because they said I waited to long. I just hope when I show up the reservation is there when I show up.
Good afternoon,
We are very sorry to hear of your negative experience with TravelUp.
We apologise if you were waiting too long for a response, our team has been inundated due to COVID-19 and we are sorry for the inconvenience. We are glad to see our team has been able to assist you and your issue is resolved
Kind regards, TravelUp Team
The data on advertisement was not the same. The resort few was more. The breakfast perks were not offered as advertised either. But check in and check out went smoothly
Concerned that the reservation that I made is valid. Going to call the Venetian to determine if they have it.
Everything went well. In fact, there was a small issue and I was able to get to the TravelUp customer service rep who was great.
Lovely hotel, ideally situated to get around some of the main sites in Edinburgh.
Lovely clean comfortable room, couldn't ask for nicer staff were lovely, courteous made guest feel welcome
Would book again with TravelUp. Nice straight forward booking & confirmation.
I went through this sight to book a NYC hotel. I called hotel to make sure it went through and found out they were closed until end of year. Also the web sight was compromised and hackers got into my credit card account and stole thousands of dollars. Just to think if I did not do a check I would have shown up to NYC and found the hotel closed. You should really check what you are offering.
Good afternoon,
We are very sorry to hear of your 1 star experience with TravelUp.
It seems we were not informed by our suppliers of the hotel closure so we apologise on their behalf. We sell over 400,000 hotels and our suppliers will alert us if any are not available to sell rooms and unfortunately they have not in this case.
We are glad to see your refund has been processed and your issue is resolved
Kind regards, TravelUp Team
Please Please don't use this travel up it's the worst thing that you can ever imagine 1 the they did a hotel reservation for my sister took her money and cancer the reservation because they did not have a room available for me they make the reservation took my money and I called the hotel the reservation was in somebody else's name so I am still waiting for my money.
Dear Eliany,
We are extremely sorry you have been through this whilst using our services.
We can see the hotel team manager was able to step in a secure a full refund as the hotel was not able to honour the booking.
We apologise for the stress and inconvenience this has caused you during this time period.
Kind regards, TravelUp Team
The booking process was straightforward. I was able to reserve the room I wanted at the price quoted on Trip Advisor. It would have been nice for the confirmation to contain more details. Hoping all goes well with my stay when the time comes.
Never heard of this sight was a little nervous but when I got to my hotel, was very impressed.
It's a great experience and a very good useful website
Had to book a hotel for two nights in Brighton. The price on TravelUp was much cheaper than any other site, 40% cheaper then the hotel's own website. Unfortunately we had to cancel and TravelUp refunded to my credit card (minus the administration fee) within a couple of days. Would definitely use them again.
We booked through travel up and paid then the hotel we booked called to tell us they cancelled the paid reservation because the rate is not applicable to us now. Thats 3 days before the travel date. We sent travel up and they are not replying. Not refunding our money nor confirming our reservation. They are a fraud. DONT DEAL WITH THEM
Good afternoon,
We are very sorry you have had a poor experience with TravelUp.
It seems there was an issue with the supplier confirming with the hotel. We can see that your refund has been processed; we apologise for any delays getting this resolved for you.
We apologise for all the inconvenience that this has caused during your trip.
Kind regards, TravelUp Team
I called a week ahead to the hotel of reservation, and they showed no reservations confirmed for me. I tried contacting the site, but had zero success. So I showed up to the hotel with hopes I would have a reservation, and luckily I did. So again, value was amazing but there is no customer service.
Dear Dean,
We are glad you found a great price with us.
We apologise if you were unable to get in contact with us, our phone lines are open 24/7 in hotels and our email response is usually less than 24 hours. The reservation will go through our suppliers before reaching the hotel which is why when you called they had no record as it was saved on the suppliers central system, however it will go through.
We hope you had a great time away!
Kind regards, TravelUp Team
Great customer service, competitive prices and easy to book. Thank you for a great experience and a piece of mind.
I tried to book a hotel through Trivago. When 'clicking through' to TravelUp, it was not obvious to me that the dates I'd entered for the booking had been changed behind my back. I immediately tried to cancel my booking (within minutes), however TravelUp denied to do this both over the telephone and by email.
I am totally disgusted with the service I received from TravelUp, and will never use them again!
Good afternoon,
We are very sorry if you have had a 1 star experience.
We can see that you had booked a non refundable/non changeable room. A member of staff has been able to get our supplier to agree to a date change for you however we have had no response.
Unfortunately we have had guests lie about the website automatically changing dates in the past, so therefore it is your responsibility to check your booking and read the terms and conditions before clicking book. We understand this is a simple mistake but you have booked a non refundable room rate and our supplier will not allow a FOC cancellation.
We are sorry if you have been inconvenienced during this time period
Kind regards, TravelUp Team
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 afternoon,
We are dreadfully sorry and disappointed to hear of your time using our services. We will be taking the appropriate steps to find out why more help was not given to help you find another place to stay.
We can see the hotel team was able to secure a full refund for you as the hotel was not able to honour the booking due to a mistake from our suppliers confirming the hotel.
We apologise for the stress and inconvenience this has caused you during this time period.
Kind regards, TravelUp Team