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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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Booking was fine, but then I received a message that I need to "download the hotel voucher" and bring it with me when I check in. Other than a receipt, I am not sure what a "hotel voucher" is. I paid the full price for the hotel stay, and the cost is not refundable, so I hope that, when I arrive there without a hotel voucher, I am not turned away! Just added stress that was not necessary.
It was bad. My reservation wasn't made
I showed up to hotel and they said no reservation on the system. I was on vacation from Oxnard to San Diego with my baby and we stayed without a room
Travel up was easy, efficient and worry free. The hotel however, was older, pool not working, carpet dirty, we changed rooms 3 times. First room had a roach in bathroom, 2nd room, key would not work, back to desk, updated key, still wouldn't open, changed to another room... air was not on, had to wait for room lto get cold. People were very nice, but hotel needs a serious upgrade. Did not go down to breakfast, couldn't chance it.
Terrible customer service. Accidentally booked a room with the wrong date. Immediately reached out to try to make a correction and travel up took 24 hrs to respond. So I was unable to fix the issue. Their customer service did not care, at all.
I have booked through TravelUp several times in the past and have always had the best service and never had a problem when checking in.
I booked at Hotel #1 and printed the confirmation receipt.
Shortly after completing the reservation, I received an email using the same confirmation number for a Hotel #2.
I did not book Hotel #2 and do not want that reservation. I specifically booked Hotel #1. I have sent 2 emails to ask that the reservation be corrected and have received no reply.
I was a bit hesistant since I never heard of TravelUP and some reviews made me a bit worried. But I got a great deal and it all worked out. Stayed at the same resort as my friends, same great ammenities, nice room... but well over $100 cheaper!
I'm worried to be honest... hoping for the best. Website is extremely show.
In most respects experience has been good. Some negative concerns: 1- no ability to cancel once reservation was made. Even if sickness prevented my ability to take the trip Zi would still have to pay in full—not acceptable.
2- I received the confirmation letter from Travel up but there was no way to contact the hotel directly. I did manage to do research and get the right number but this process could have been more convenient if TravelUp had facilitated open correspondence with the hotel.
The room description was lacking important detail such as size of room, number of toilets, etc.
Your site is crap. First you tell me that there was a problem and you can't book my stay.
They I get an email stating that my stay was booked. You booked it for the wrong day and now I can't get a refund.
I thought the experience was confusing. I am almost sure I entered June 4-5, and 2 double beds, but these parameters were not readily available prior to the submit button. Upon receiving confirmation e-mail, the date was wrong,(June 3-4). And the type was wrong, (one single bed) I immediately tried to correct the problem, but to no avail. #HTT-W55DNN_9
I booked hotel a couple weeks ago and this week was supposed to travel yet still no hotel confirmation. Have talked with TravelUp customer service and they assure me they're waiting on their supplier, yet still no room with Marriot to date.
Booking was easy, very strange when I arrived at the hotel to not see a live person greeting me but had to communicate with a computer. The process was easy. Proceeding to my room that was very spacious and clean. The entire hotel was very clean. My only negative was the breakfast that needs great improvement. If you are going to offer breakfast at least make it edible.
Tried to book online at 5:15 PM web page said unable to complete transaction due to technical trouble try again later.Tried to this twice same result. Went to motel and booked room in person. Next morning check my email and travel up booked me a room at 11; 00 PM last night now I'm double booked, have 2 rooms for the same night. Travel up will not refund me for their mistake or internet problem. OUT 156 dollars for their B. S. Tried for 1 wèek to work it out with them.they say their supplier won't refund money. Will Never Use This Place Again. Donnie Patton sw Kansas
I had a couple of questions about the reservation that was made by Travel Up. I tried to call several times, each time the message indicated that I would have to hold for more than an hour. I finally decided that I would put in the time and wait on hold to speak to an agent. After holding for an hour and a half, I was disconnected. I then contacted Travel Up by email but failed to get a response. Because I unable to communicate with anyone at your company (simply to get some questions answered), I disputed the charges with my credit card company.
They were not upfront about pricing and before I booked i was told total would be $181, after I clicked confirm it said my total was $193, and then the email and bank charge were for $206 and for the wrong room. I was in a very bad car wreck this morning and had to cancel and they refused to cancel without having a Dr's note stating I could not make it due to my injuries and what they were.
1st. This is very invasive and it violates HIPAA. They refused to cancel or give me my money back as I was in the hospital from a car wreck.
I would never recommend using them.
Terrible customer service with getting my refund that the hotel told me they would give me, but you guys refuse it. Absolutely trash
I paid $197 for nothing! The hotel didn't have my reservation when I arrived - what a joke you guys are. I'll be disputing thru my CC
I was deceived by drip pricing. Booked a 5 night stay in Las Vegas for the price of 530.58. A few days before my trip I noticed that I would be expected to pay a 'resort fee' to the hotel in excess of 280 dollars. So, the price increased >50%. What a scam. Never again!
Dear Dominic,
Thank you for taking the time to share your feedback, and we’re sorry to hear about your disappointment regarding the resort fees on your Las Vegas booking.
We completely understand how frustrating it can feel when additional costs become apparent close to your trip, and we appreciate how this impacted your overall experience. However, we would like to clarify that resort fees are set and collected directly by the hotel, and are not included in the room rate at the time of booking.
As clearly stated on our website, on the final booking page, and within your booking confirmation, these mandatory hotel charges are not included in the initial price and are payable directly to the hotel. We always encourage customers to review all booking details carefully before finalising, so they are fully aware of any additional charges that may apply during their stay.
That said, we are genuinely sorry for any confusion or inconvenience this may have caused you. Your feedback is important, and we will continue working to ensure this information is as clear and visible as possible throughout the booking journey.
We appreciate you sharing your concerns and wish you all the best in your future travels.
Warm regards,
TravelUp
I will never deal with this company again. My room wasn't paid even though i paid, the hotel wants to charge me double what was agreed upon, I got put on hold permanently when trying to resolve this. I am filing fraud and I want my money back now
Dear Kellie,
Thank you for taking the time to share your feedback, and we are very sorry to hear about the distressing experience you’ve described.
We completely understand how upsetting it must have been to arrive at your hotel and be faced with unexpected payment issues after already making a booking. This is certainly not the experience we want for any of our customers, and we sincerely apologise for the frustration and inconvenience this has caused you.
We would like to clarify that in situations like this, there can occasionally be communication or system discrepancies between the hotel and the booking confirmation. However, we absolutely understand how unacceptable this feels from your perspective, especially when you are being asked for additional payment.
We are also very sorry to hear about your difficulty reaching our support team. This is not the standard of service we aim to provide, and we will be reviewing this internally to ensure customers receive timely and effective assistance.
To resolve this as quickly as possible, we kindly ask you to contact us directly at [email protected] with your booking details. Our team will urgently investigate what has happened, liaise with the hotel, and work towards a fair resolution for you.
We appreciate you bringing this to our attention and hope we can have the opportunity to put things right.
Warm regards,
TravelUp
I booked a one night stay and then called the hotel to confirm and add a crib onto my stay. The hotel say they had no record of my booking. So then I had to book another night with them, even though travelup had already charged my credit card.
Dear Alison,
Thank you for taking the time to share your feedback, and we are truly sorry to hear about the difficulty you experienced with your booking.
We completely understand how frustrating and concerning it must have been to contact the hotel and be told they had no record of your reservation, especially after seeing a charge on your card. We also appreciate how inconvenient it would have been to then make an additional booking directly with the hotel.
Please be assured that this is not the experience we want for any of our customers. In most cases, bookings are confirmed with the hotel shortly after reservation, but on rare occasions, discrepancies can occur between systems or updates between the hotel and booking channels.
We would like the opportunity to look into this properly for you. Kindly email us at [email protected] with your booking details so our team can investigate this with the hotel, verify what happened, and work towards a resolution for you as quickly as possible.
We sincerely apologise for the stress and inconvenience this situation has caused and appreciate you bringing it to our attention.
Warm regards,
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
Dear William,
Thank you for your review, and we’re very sorry to hear about your experience.
We completely understand how upsetting and frustrating this must have been—arriving at the hotel and being told there is no reservation is certainly not acceptable, especially after you’ve made payment in advance. We truly empathise with the inconvenience and stress this situation has caused you.
This is not the level of service we aim to provide, and we take matters like this very seriously. There can sometimes be rare cases where a booking may not be reflected correctly at the property due to system or communication issues, and we would very much like the opportunity to investigate exactly what happened in your case.
Could you please email us at [email protected] with your booking details? Our team will prioritise your case, carry out a full review with the hotel, and work towards a resolution for you as quickly as possible.
We genuinely appreciate you bringing this to our attention and hope to resolve this for you promptly.
Warm regards,
TravelUp