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
Bad. I booked 2 rooms weeks before my travel and they only had one room available and didn't tell me. If I didn't call to confirm I would had no place to stay with my group
I have not obtained any communication with Travel Up at all. I had my Hotel information but not any confirmation or anything else I can just walk in and be received. I was scared that nothing has been sent to me. Once I communicated with them all was fine, I was sent all my bookings and everything was fine. I had what I asked for, no complain what so ever. I had the Hotel I asked and the price too. Thank you for your services, I am pleased.
Dear Henry,
We can see that one of the members of staff from our hotel team has sent over your hotel confirmation. We are very sorry if the system did not automatically send you one upon booking.
We hope you enjoy your travels!
Kind regards, TravelUp
I have no issues with the service provided. The experience was easy and stress free. I would use the service again because the rates were great by comparison to other sites and the options were adequate.
Everything went smoothly... no issues at all. It was very easy to make the reservation
I had been viewing the particular hotel I wanted for quite some time. I was pleasantly surprised to view the price that TravelUp was offering and booked immediately.
I booked my Hotel last November for our trip in June. By chance i was checking somerhing 10 days before we were due to travel and to my dismay i notised that the Hotel was CLOSED> I then phoned and emailed as i had to have my money returned so we could book somewhere else. Everytime i phoned or received an email from llyod i was told that the supplier had not informed them of the closure. THis was a special trip fot our Golden Wedding. I must have spent a fortune phoning your company.
Good morning,
We are very sorry to hear of your negative experience with TravelUp.
We must apologise on behalf of our supplier as they were still allowing bookings, however the hotel was closed. We are glad to see Lloyd was helpful and was able to process a full refund as soon as the supplier liaised with us. We are sorry if this had caused any inconveniences to you over this time period.
Kind regards, TravelUp Team
We booked the room on June 6 and paid the $486. We arrived for check in on the 21st and no one knew we were coming? The reservation had never been processed to the Hyatt where we were staying. It took us over two hours to check in and that's after being persistent and demanding that we get a room. I can guarantee you that we will never use your service again. Bottom line
Please do not book through this company. Customer service is poor. Does not mention anything about deposit being non refundable until after your book. Also, after booking with them, I never received a confirmation from the hotel directly which seems fraudulent. Be careful booking with them. Pay the extra money and book with a reliable source.
Dear Connie,
We apologise if you have been given poor customer service.
Our deposit is non refundable as it is mentioned in our terms and conditions very clearly in our hotel section which you must agree to before booking. You would not receive direct booking confirmation from the hotel as we do not directly book with the hotel, we have a supplier in-between. Your confirmation comes from us once our supplier confirms the booking.
Kind regards,
TravelUp Team
Still waiting for our refund for a trip booked over a year ago that had to be cancelled due to Covid... I will never use this company again and would definitely tell others to avoid them
Great and it's my second time utilizing the opportunity with down payment options.
It was great easy an simple. I didn't have a problem picking my room an what I wanted.
I got a great deal on a wonderful hotel. Thanks so much for making our trip awesome
We arrived hotel for late check in. Our reservation was ready as expected. Got our room within mins! Fees were included with our booking, so only a pre-authorization for room charges at check in.
My experiencie was terrific. I do not know if this review is a kind of joke. I purchased my stay in Sofitel New York and I paid for it.
When I arrived at the door of the Hotel I realized that was closed (in fact more than a year ago). And I have no solutions yet. Is a complete FRAUD
Good morning,
We are very sorry to hear of this happening to you.
We have checked with our team and have seen we are currently contacting the supplier to resolve this issue for you and try to gain a refund back from them. This can be long process as we must wait for the supplier to liaise with the hotel. You can always contact our team by replying to the email sent to you from our hotel team member Sara.
We apologise for the inconvenience caused to you and we hope to have this resolved as soon as possible.
Kind regards,
TravelUp Team
Very disappointed y'all my stay a week previous of traveling plus hold my refund for a week
Good morning,
We are very sorry to hear you have had a 1 star experience with TravelUp.
We can see that our team have refunded you fully for the booking, it seems the supplier did not confirm your booking, we apologise for this inconvenience caused to you and we are glad to see a resolution to this issue. The 3 to 5 day waiting time is just unfortunately how long a refund can take to process.
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 morning,
We are very sorry to hear you have had a negative experience with TravelUp.
We can see that our team have refunded you fully for the booking, it seems the supplier did not confirm your booking and we apologise for this inconvenience caused to you from this. We are glad to see a resolution this your booking.
Kind regards, TravelUp