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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 got a "great" rate at a hotel and only found out when I left that I was charged an extra 40$ a night. It was a hotel fee that was NOT mentioned on TravelUp when I booked. I triple checked. Not happy at all with these hidden fees that they hide to keep their price lower than other honest websites.
After Covid putting a halt to our trip for second year Me and my group requested a cash refund and only received 50%
Obviously my party are disappointed with this outcome and won't be using travel up in the future
Dear Joanne,
We are very sorry to see you have had a poor experience with TravelUp.
After checking your booking we can see that you originally was going to lose the whole amount, but after negotiating with our supplier we were able to agree to refund back around 75% of your booking. A full voucher option was also a viable option as it covered any future price increases. We understand this is a frustrating situation however we feel our team have been very helpful to assist you here.
However we do apologise for the inconvenience this may have caused you and your party.
Kind regards, TravelUp Team
I had a horrible experience with travel up. They immediately took my money after booking a hotel and did not have confirmation that my room was book, I called everyday to check the status and nothing changed. The staff was not helpful at all and nobody knew what was going on, every time I called I was on hold for 30mins to an hour and my issues was never resolved. After speaking to a supervisor and him claiming they were trying to contact the supplier and didn't have a response for a more then a week I just decided to cancel the booking. I am going on a business trip and needed firm confirmation that I would have somewhere to stay when I arrived in NYC they did not put me at ease. After being told by a supervisor name Ethan that I would get a full refund because of the issues they still did not refund me my full amount. So I will be telling every one I know DO NOT BOOK ANYTHING THRU TRAVEL UP. I book 3rd party hotels, car rentals,& flights all the time and Travel up is by far the worst one yet.
Good morning,
Very disappointed to see you have had a negative experience with TravelUp.
We have checked your booking and will firstly apologise if you felt the customer service was not up to standard.
Unfortunately your booking was always confirmed but as explained to you in an email 'TravelUp act as an agent for many international hotel suppliers. If you have received confirmation from us then your booking has been confirmed, some hotel chains hold booking information in a central system and then pass the guest names to the individual hotel a few days before arrival'. The supplier can confirm the booking just days before in some cases but they do always confirm. During these COVID-19 times contacting our suppliers has been far more difficult causing delays like you had experienced
You then cancelled on your own terms and were charged an administration fee which was originally much higher and was reduced by TravelUp due to goodwill despite our supplier still charging us.
We apologise if you felt any inconvenience during this time.
Kind regards, TravelUp
Everything worked out perfectly and as expected. Just what you would want on an unexpected, last minute vacation booking! Would definitely book with Travelup again!
The change and cancel policy is hidden and a rip-off
Good morning,
We are very disappointed to see you have not had a positive experience using TravelUp. It is noted quite clearly in our terms and conditions regarding cancellation fees, which is very standard in the travel industry as we often are charged by our suppliers to cancel bookings or there is a deal of administration for a cancellation.
We are very sorry if this has inconvenienced you and we hope you are able to travel once COVID has calmed down.
Kind regards, TravelUp Team
Imagine arriving in London on the busy bank holiday weekend with 3 young babies at tea time and being told the travel company (travelup) have confirmed you cancelled your booking not a great experience will never use again. Customer service somewhat unbothered by the situation.
Good morning,
This is absoloutly terrible news to hear. We are very sorry you had to go through that experience. We have checked with the hotel team and it seems that the supplier did not confirm the booking with the hotel. We can see a full refund was processed as soon as possible and we can only apologise for the incompetence of the supplier for the hotel. We are sorry for any inconvenience this has caused to you during that time period.
Kind regards, TravelUp Team
Easy to book with Travel up and no problems using the voucher at the hotel. The only drawback is if you have an issue with the hotel, they will not offer any refund as they have not had your cash, only the voucher.
Would never use your service again! I will let my family members and friends know as well!
We had a confirmed booking in Yellowstone National Park at the Old Faithful Inn - except that the booking never existed at the Inn itself. We only discovered this by accident on the day we were to arrive in the Park, and lost valuable time scrambling at the last minute (with almost no cell service) to find expensive alternate arrangements. TravelUp provided zero help through this problem that THEY CAUSED. Beware, travelers.
Dear Bruce
We are sorry for the inconvenience this has caused. It seems our supplier did not confirm with the hotel before booking which is very unusual.
We can see that you have been fully refunded and we deeply apologise if the situation was very stressful for you
Kind regards,
TravelUp Team
Flight was delayed first day of check in and was not refunded for first day
Good afternoon,
We are very sorry to hear that your flight was delayed. Unfortunately we are just the booking agent, it would have been down to the hotel and supplier chain to decide whether a refund would be permitted for the first day missed. If you could pass your details by emailing [email protected] with your reference number and query and they will be able to check with the supplier to see if possible for you, however we would not be able to authorise this ourselves.
If you leave us with your reference number with a reply, we can pass it on to the hotel team to try and speed up the process. We hope to get this resolved soon!
Kind regards, TravelUp Team
The place is great to book a reasonably priced hotel. Unfortunately the country I booked several months ago was on the red list so I received a print refund.
Was very simple and easy to book this last minute hotel, everything we as expected.
I called, wrote and emailed, yet I can't get confirmation that this was cancelled. Your phone is always busy and the website doesn't seem to work. I want this cancelled!
Arrived at hotel and everything I asked for
Was ready for me, excellent service will use again
I booked with them - had a difficulty with payment but it went through. All they are interested in is your money. You take a major risk with this company. Never ever again. Customer is not existent.
Waiting for a refund since Oct 2020 every time I call I get to speak to malik or Alex not there real names... Very rude no customer service at all plz plz don't book with this company... Jusr read there reviews on line...
Good Morning, We are sorry to hear you have had a bad experience when trying to contact us. If there is anything we can do to help you with your queries then please give us a call on 01189556400. Many Thanks, Team TravelUp.
Terrible company. Unreliable, dishonest, and horrible customer support. Last year we found a hotel close to our travel destination and booked through TravelUp two months in advance - we received a booking confirmation. A few weeks before our trip, we phoned again to confirm a second time. THREE days before our stay they cancelled the hotel with no reason given. In the middle of our vacation we then had to spend almost a full day contacting them and being transferred back and forth between calls, only for them to ultimately say the best they could do is a different hotel, significantly farther away, for almost $900 more. We pointed out to them that their terms and conditions clearly states financial reimbursement if they cancel without reason, but they refused to pay even a cent (various people told us some nonsense about how a manager has to approve this, and they'll tell a manager to message us, only for no message to come). Ironically, when we contacted the hotel directly, the price they quoted us was $600 cheaper than what TravelUp was offering.
Good Morning, We are so sorry to hear of your frustration and bad experience you have received. I have no information to be able to look at your booking for you however, I hope this issue has been dealt with and if there is anything else we can help you with please contact us on 01189556400. Many Thanks, Team TravelUp.
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- 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 very sorry to hear of your one star experience with us.
I have had a look at your booking and at the hotel you stayed in and looked it up on our website. It is very clearly mentioned about the hotel fees in our 'ABOUT THE HOTEL' section. This is always a good section to read as it provides very useful information. In the U. S there is often extra hotel fees that apply and all are mentioned on our website for all U. S hotels
Kind regards, TravelUp