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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 sent in an email requesting a date change because the dates generated were not the dates I entered and I never got a response. This is not good customer service. I wasn't in Orlando on 7-8 December 2025 and I will be there 13-14 which I asked for the dates to be changed since my card has already been charged.
Easy to follow, understand and navigate through.
Bait and switch. Final charges did not match on-screen display when I entered credit card info. Non-refundable reservation, so stuck with inflated charge. TravelUp did not make its fees clear when entering the credit card info - only after the payment was made. Bait and switch approach. Unreputable company.
Good afternoon, Douglas.
We’re truly sorry to hear about your disappointment and appreciate you sharing your feedback.
At TravelUp, we strive to provide complete transparency and a seamless booking experience, so we understand how frustrating this situation must feel.
After reviewing your case, we can assure you that what you described is highly unlikely. Before finalizing any reservation, we send a booking confirmation to the customer for their consent. This confirmation includes all essential details—such as the total price—before we proceed. We are not permitted to issue tickets without your explicit approval. In your case, we can see that the booking confirmation aligns with the amount charged and was approved by you, which means there was no discrepancy on our end.
We understand that this may have caused confusion, and we regret that it impacted your experience. Our intention is never to mislead customers, and we will continue working to make our pricing and fee structure as clear as possible during the booking process.
If you would like us to review this further or need any assistance, please email us at admin@travelup.com, and our team will be happy to help.
Thank you for bringing this to our attention. Your feedback helps us improve, and we hope to have the opportunity to restore your confidence in us.
Warm regards,
TravelUp
This is my first time booking with travel up. I hope it is a good company, I found you through TripAdvisor. I have a lot of confidence in TripAdvisor that is why I'm giving this company a chance.
Good afternoon, Audra.
Thank you for sharing your thoughts and for giving TravelUp a chance!
We’re delighted to hear that you discovered us through TripAdvisor, and we truly appreciate the trust you’ve placed in us.
We understand that booking with a new company for the first time can feel uncertain, and we want to assure you that providing a reliable, transparent, and seamless experience is our top priority.
Our team works hard to ensure every step of the booking process is smooth and secure, and we’re confident you’ll find our service meets your expectations. If you have any questions or need assistance at any point, please don’t hesitate to reach out to us at admin@travelup.com—we’re always here to help.
Thank you again for choosing TravelUp. We look forward to making your travel experience stress-free and enjoyable!
Warm regards,
TravelUp
The phone posted to my reservation is a call center in Florida I had to Google the travel to find a very difficult phone number and person in new the male I spoke to yesterday he was rude when I call the verified that it would be two people in the room and I had to start speak back to him in the he was speaking to me so I can have the answers I need i was very upset that he was trained to sit and answer phone to speak to customer that way
Good afternoon, Ladana.
We’re truly sorry to hear about the experience you had and the frustration it caused.
At TravelUp, we take customer service very seriously and aim to provide clear communication and courteous assistance at all times.
After reviewing your case, we can confirm that we do not have any office in Florida, nor do we see any call from your registered number in our system. Are you sure you dialed the correct number? It’s possible you may have reached a third-party number by mistake.
To resolve this quickly, we kindly request that you send an urgent email to hotels@travelup.com from your registered email address, including your booking details and query. Our team will prioritize your request and ensure you receive the assistance you need.
Thank you for bringing this to our attention. Your feedback helps us improve, and we hope to have the opportunity to restore your confidence in our service.
Warm regards,
TravelUp
I made a reservation (see attached) at Hilton Garden Inn Kauai Wailua Bay, HI. After numerous calls to Travel Up customer service and the hotel, the hotel still has no record of me having a reservation. My wife has been diagnosed with onset Alzheimer's I want to take her, my son and grandson on what may be a last memorable trip. As a last resort I have sent requests to *******@travelup.com and *******@travelup.com asking for help in this matter and am still awaiting responses.
Good afternoon, Wayne.
We are truly sorry to hear about the difficulties you’ve experienced and completely understand how important this trip is for you and your family.
At TravelUp, we strive to provide a seamless and stress-free booking experience, and it’s unfortunate that this was not the case for you.
We have checked your case and can confirm that it has been escalated to our hotels team, who are actively looking into the matter. One of our representatives will be in touch with you very soon to provide an update and ensure this is resolved promptly.
Your situation is very important to us, and we appreciate your patience while we work on this. If you need immediate assistance, please feel free to email us again at hotels@travelup.com with your booking details, and we will prioritize your request.
Thank you for bringing this to our attention. We hope to resolve this quickly and make your trip as memorable and stress-free as possible.
Warm regards,
TravelUp
Why did I receive a "voucher" instead of a reservation? Why do I have to print it out & take it to the hotel — instead of showing something on my phone? (Who even owns a printer anymore?) Even after calling the hotel directly to confirm that I do have a reservation, the whole process still feels sketchy and scammy.
Because of weather, I got in a little later than anticipated. Front desk attendant was really sweet. Clean quiet room, exactly what I had hoped for.
When I tried to book directly with the hotel, there were no rooms available! However later I saw that TravelUp still had access to rooms at the hotel, and at an attractive price, so I booked with them. They also responded quickly to a quesiton I had about the booking.
Booked a hotel in EASTERN Switzerland - got a confirmation for a totally DIFFERENT hotel in Central Switzerland
Contacted the booked hotel: they confirmed NEVER received a booking from travelup
Totally UNRELIABLE (travelup even wanted to charge FEES for THEIR mistakes!)
Completely dissatisfied as I have been billed in US Dollars. As a Canadian I was of the understanding I was billed in Canadian Dollars. Not sure if this was a mistake on the part of TravelUp or just another SCAM! I have contacted my bank to dispute this transaction. The price posted on Trivago was in Canadian Funds yet I was billed in US funds. A big difference. Hopefully this has been a mistake by TravelUp. I have sent a complaint to TravelUp. Awaiting a response.
I booked a 4 night stay at Seis Playas Hotel, Guanacaste, Costa Rica from Feb 2,2026 to Feb 6,2026 via TravelUp.com. I was directed to your site from the travel site" Trivago." Trivago had listed the total price including taxes to be $360.59 Canadian Dollars. I received a receipt from TravelUp for $360.59 and was of the understanding that these funds were in Canadian Dollars. On checking my bank details, I find to my dismay that I have been charged in US Dollars. I know for a fact that I was of the understanding that the cost was given in Canadian funds, otherwise i would not have booked through your site. At no point did it say, during the booking process that I was being charged in US funds. The charge in Canadian funds was $522.40, when I could have booked via Expedia or booking.com for between $411 and $447. A difference of over $100 Canadian. This booking is a non-refundable booking, however I am completely dismayed that I have been charged in US funds. As a Canadian, I was lead to believe that the charges would be in Canadian funds, as was shown initially. Perhaps an error has been made on your part. I would ask that you respond to my issue in a timely manner. Gerard Docherty
Booking Reference: HTT-PKAPNV_9. Supplier Reference: 5475386
The booking experience was very deceiving as I was booking a weekend at Holiday Inn Express in Brunswick, NJ which was non refundable. After I paid and confirmed the booking, the confirmation now says I booked at Comfort Inn Suites using the exact same address. I double checked the address and they were exactly the same. Arriving at the hotel,( Comfort Inn) the room was smelling and had roaches. Changed rooms and sheets weren't changed. This experience has been horrible and I wouldn't recommend booking through a 3rd party and never will again as well as never staying at a Comfort Inn Suites again.
The booking experience was very deceiving as I was booking a weekend at Holiday Inn Express in Brunswick, NJ which was non refundable. After I paid and confirmed the booking, the confirmation now says I booked at Comfort Inn Suites using the exact same address. I double checked the address and they were exactly the same. Arriving at the hotel,( Comfort Inn) the room was smelling and had roaches. Changed rooms and sheets weren't changed. This experience has been horrible and I wouldn't recommend booking through a 3rd party and never will again as well as never staying at a Comfort Inn Suites again.
The experience left me feeling powerless, as the response from the company was essentially "take it or leave it." If anyone has advice on whether this can be escalated, I'd be grateful.
Good afternoon, Mansur.
Thank you for sharing your feedback with us.
We’re truly sorry to hear about your experience and the frustration it caused. At TravelUp, our goal is to ensure every passenger enjoys a seamless and stress-free journey, and it’s clear from your review that we fell short of that expectation. Please accept our sincere apologies.
From your comments, it’s not entirely clear what specific issue occurred, and unfortunately, we were unable to locate any conversation or booking details using the reference number provided. We genuinely want to resolve this for you and learn from the situation to prevent similar experiences in the future.
Could you kindly email us at admin@travelup.com with your booking details and a brief description of the problem? Once we have this information, we’ll investigate immediately and do everything possible to assist you.
Thank you for bringing this to our attention. Your feedback is invaluable in helping us improve our service.
Warm regards,
TravelUp
It has been 9 days since I did reservations. I called the hotel and they do not show in their system. I am now thinking I got scammed by you. I will be doing a chargeback soon if you cannot prove I'm booked..
Good afternoon, Lisa.
Thank you for bringing this to our attention.
We’re truly sorry for the stress and inconvenience this situation has caused. At TravelUp, we strive to provide our customers with a seamless and worry-free booking experience, and it’s clear that this has not been the case for you. Please accept our sincere apologies.
We completely understand how concerning it must feel when a reservation does not appear in the hotel’s system. This is not the experience we want to deliver, and we want to resolve this for you as quickly as possible.
Could you kindly email us at hotels@travelup.com with your booking details? Our dedicated team will prioritise your case and confirm your reservation status promptly. If there is any issue, we will work with the hotel and ensure you have a clear resolution.
Thank you for giving us the opportunity to assist you. Your feedback is important to us, and we’re committed to making this right.
Warm regards,
TravelUp
This is our 1st time using TravelUP & it was very simple & provided us a GREAT rate for this Marriott Griffen Gate Resort, where we stay when coming to Lex. KY. (Beat the quotes from the 4 major travel Co.)
Will now use TravelUP on our future travel!
HW
Good afternoon, Harley.
Thank you so much for sharing your experience with us!
We’re thrilled to hear that your first time using TravelUp was simple and that we were able to provide you with a fantastic rate for the Marriott Griffin Gate Resort. It’s wonderful to know we could beat the quotes from other major travel companies and make your trip planning easier.
Your trust means a lot to us, and we’re delighted that you plan to use TravelUp for your future travels. We look forward to continuing to provide you with great deals and a seamless booking experience every time.
If you ever need assistance or have any questions, please don’t hesitate to reach out. Thank you again for choosing TravelUp!
Warm regards,
TravelUp
I was only able to complete my booking when I decided to use my mobile phone. I am not sure why.
However, overall, I was satisfied in the end.
Good afternoon, Robert.
Thank you for sharing your experience with us.
We’re glad to hear that you were satisfied with your booking in the end, but we’re sorry for the inconvenience you faced while trying to complete the process on your desktop. At TravelUp, we aim to make every step of the booking journey smooth and hassle-free, and it’s clear that this wasn’t the case for you initially.
Your feedback is extremely valuable, and we’ll review this issue with our technical team to ensure our platform works seamlessly across all devices. In the meantime, if you encounter any difficulties in the future or need assistance, please don’t hesitate to reach out to us directly—we’re always happy to help.
Thank you again for choosing TravelUp, and we look forward to serving you on your next trip!
Warm regards,
TravelUp
No help at all
I have a link to print vouchers to present at the front desk of hotel and is not working
There is not help
Why they just not send the vouchers or coordinate with hotel. This is not worth it
I am frustrated with this communication type
It is Awfully bad
Good afternoon, Percy.
Thank you for sharing your feedback with us.
We’re truly sorry for the frustration and inconvenience you’ve experienced. At TravelUp, our goal is to provide customers with a seamless travel experience, and it’s clear that this situation has not met that standard. Please accept our sincere apologies.
The issue you’ve described is highly unusual, as our system automatically generates vouchers without errors. However, we take your concern seriously and will investigate this thoroughly to understand what went wrong. Your feedback is invaluable in helping us improve.
Could you please email us at hotels@travelup.com with your booking details? Our team will prioritize your case and ensure you receive the correct voucher promptly. We appreciate your patience and the opportunity to make this right.
Thank you again for bringing this to our attention.
Warm regards,
TravelUp
No help at all
I have a link to print vouchers to present at the front desk of hotel and is not working
There is not help
Why they just not send the vouchers or coordinate with hotel. This is not worth it
I am frustrated with this communication type
It is Awfully bad
The process was very easy. I booked my hotel stay in the parking lot before entering. The price was unmatched by any other site.
Good afternoon, David.
Thank you for sharing your experience with us!
We’re delighted to hear that the booking process was quick and easy for you—even while on the go—and that you found an unbeatable price for your stay. At TravelUp, we work hard to make travel planning simple and affordable, so it’s great to know we delivered on both.
We truly appreciate your trust and look forward to helping you with more seamless bookings in the future.
If you ever need assistance or have any questions, please don’t hesitate to reach out—we’re always here to help.
Warm regards,
TravelUp
We arrived at our hotel and the fee we had paid to your company had not been transferred to the hotel where our reservation was made. We could not check in and had to wait an hour to check in until the situation was finally resolved. The representatives told us that they had recently encountered the same problem with your company - the failure to fund the hotel where your customer was staying!
Good afternoon, Teresa.
Thank you for sharing your feedback with us.
We are truly sorry to hear about the inconvenience you experienced upon arrival at your hotel. At TravelUp, our goal is to provide every customer with a seamless and stress-free travel experience, and it’s unfortunate that this was not the case for you.
We completely understand how frustrating it must have been to wait for an hour before being able to check in, especially after a long journey. Please accept our sincere apologies for the disruption this caused to your plans.
Regarding the fee you mentioned, if this was a resort fee, please note that such charges are not included in the booking price and must be paid directly at the property. This information is clearly displayed on the booking page and in the final price breakdown before confirmation. However, if this relates to any other fee or payment, we kindly request that you email us at hotels@travelup.com with your booking details. We would like to investigate this matter further and ensure that everything is resolved promptly.
Your feedback is invaluable to us, and we will review this incident internally to prevent similar situations in the future. Thank you for bringing this to our attention.
Warm regards,
TravelUp
I booked a motel room, went to the motel and they informed me that the 3rd party that booked the room, their virtual credit card was denied twice so the motel didn't even know if I was showing up. I ended up paying the motel directly on location and then TravelUp also charged my credit card the original booking cost, so I've been charged double the money for that same booking and it's been multiple days of dealing with TravelUp to refund my money and 5 days later, still no answer.
Good afternoon, Coby.
Thank you for bringing this to our attention.
We are truly sorry for the inconvenience and frustration caused by this situation. At TravelUp, we strive to ensure our customers have a seamless travel experience, and it’s unfortunate that this was not the case for you.
We completely understand how upsetting it must have been to pay twice for the same booking and then experience delays in getting this resolved. Please accept our sincere apologies for the stress this has caused.
We have checked our records and could not find any conversation or email from the registered email address associated with your booking. However, we can confirm that your case has been raised with our supplier, and we are currently awaiting their intervention to process the refund. As soon as we receive a response from them, we will update you immediately.
We kindly request your patience while we work to resolve this matter. Your feedback is very important to us, and we will continue to monitor this closely until it is fully resolved.
Thank you for your understanding.
Warm regards,
TravelUp
The stay was amazing. Check-in was very smooth, but make sure you print any paperwork they ask for ahead of time to make the process even easier. I was a little nervous at first, but I'd definitely book again.
Good afternoon, Quashema.
Thank you so much for sharing your wonderful feedback!
We’re thrilled to hear that your stay was amazing and that the check-in process went smoothly. Your tip about printing any required paperwork ahead of time is very helpful and will surely assist other travelers in making their experience even easier.
It’s completely natural to feel a little nervous before a trip, and we’re delighted that everything worked out perfectly for you. Knowing that you’d definitely book with us again means the world to us, and we look forward to helping you plan your next adventure.
If you ever need assistance with future bookings or have any questions, please don’t hesitate to reach out. We’re always here to make your travel experience seamless and enjoyable.
Warm regards,
TravelUp
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good afternoon, Dwayne.
We’re truly sorry to hear about the inconvenience you’ve experienced with your date change request.
At TravelUp, we want every passenger to have a seamless booking experience, and it’s unfortunate that this was not the case for you.
We have checked our system and, unfortunately, we do not see any emails from the registered email address associated with your booking. To resolve this as quickly as possible, we kindly request that you send an urgent email from your registered email address to hotels@travelup.com with your booking details. Our team will prioritize your request and assist you with the date change immediately.
Your feedback is very important to us, and we appreciate you bringing this to our attention. We hope to have the opportunity to restore your confidence in our service and make your next experience a smooth one.
Warm regards,
TravelUp