We reserved a roundtrip bus ride to Resorts World Casino Catskills. We left from NJ and the ride was supposed to be less than 1.5 hours away.

Leaving NJ - The bus came "on time" (6:50pm) 10 minutes before we were scheduled to leave at 7pm. By the time we loaded the bus, we left 30 minutes past the time scheduled (7:30pm). We were 30 minutes away from the casino and the bus broke down. It overheated and the engine light came on. The driver turned off the bus and pulled over on a busy highway. The driver and my fiancé burned their hands and chest attempting to take the cap off the radiator to add antifreeze. The bus shook as cars zoomed passed us. The air conditioner was turned off and the back of the bus was very warm. Passengers had panic attacks and attempted to get off the bus and had to be held back because we were on the side of the busy highway. The antifreeze cooled the engine down and we were able to leave 40 mins after.

Pick Up from Catskills - The bus broke down its way to pick us up 30 minutes away from the casino. The driver called and said the bus overheated. We had to wait 2 hours for a new bus to come to pick us up. It was a complete nightmare. We called Charter Up we were on hold for over 15 minutes. The bus driver gave us the bus company's number and we had to contact them for an ETA. Charter Up is the broker, not the bus company. They can't give you real time information, they're the middleman. We requested a full refund; we paid close to $4500. They credited us $300 and gave us 15% off a future trip. That's comical because we will NEVER USE CHARTER UP AGAIN! BEWARE...
Date of experience: May 24,2024 & May 26,2024

Yeah it was good. Do not have anything bad to say about charterup

Very very good experience for us. Becky was so corto and made it quick for me and my family.