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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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They booked me for the wrong day at a hotel that had already been booked up then refused to correct their mistakes with a refund. Please find another travel app to use to do your bookings through
Everything was extremely appreciated. The hotel staff were excellent with they were so friendly and welcoming. We're definitely going to book again soon
I was under the impression the charges were in Canadian dollars, as the invoice did not indicate whether the currency was USD or CAD. I was surprised to see the amount was higher than expected when I checked my credit card.
I cancelled my reservation within 48 hours and I was still charged $148! That's crazy and honestly a bad practice. You may have gotten $148 but I will never use your service again.
Not happy because my travel arrangements dont exist with the hotel. Ive contacted the hotel. I'm waiting on a refund from you guys and I've gotten my bank involved.
This 💩💩is scam becareful.
Está app. Es una estafa. Tengan muchÃsimo cuidado no paguen. No la usen es una 💩💩💩💩💩💩💩💩💩💩💩💩💩💩💩💩
I needed to cancel my reservation. The phone numbers don't work, emails never responded to, both of the reservation confirmations I was given kept registering as incorrect. So far I've spent hours trying to cancel a hotel booking and haven't been able to do so
Good evening, Kim.
Thank you for sharing your feedback.
We sincerely apologise for the inconvenience and frustration you’ve experienced.
At TravelUp, we aim to provide our customers with a seamless booking experience, and it’s unfortunate that this situation occurred.
Please note that the booking confirmation sent to you at the time of reservation contains all the correct contact numbers, and these numbers are fully operational. We kindly request you to double-check the numbers you are dialing against those listed in your confirmation email.
Additionally, we have not received any emails from the registered email address associated with your booking. To assist you further, we kindly ask you to send us an email at hotels@travelup.com so we can review your booking and check the possibility of cancellation.
Your feedback is important to us, and we are committed to helping resolve this matter promptly once we have the necessary details.
Warm regards,
TravelUp
We never got the room. The hotel did not have any clean rooms. So they told us we would have to go find another hotel. I'm filing for a total refund
Everything worked out fine with my reservation. Unfortunately the hotel had no heat, no internet, no power throughout my stay. So that was a terrible experience!
Well I booked a room paid for it. To get to the hotel and the hotel be fully booked. Then I have been fighting trying to get a refund that Now is taking forever but had no problem taking my money now it's an issue to get it back and a slow process.
Good afternoon, Ashley,
We’re truly sorry to hear about the experience you’ve had, and we completely understand how frustrating and disappointing this situation must be.
At TravelUp, we want our customers to enjoy a seamless travel experience, and it’s unfortunate when incidents like this occur.
Please drop us an email at hotels@travelup.com with your booking details. We would like to investigate your case thoroughly and ensure that the refund process is handled as quickly as possible. Your feedback is very important to us, and we will do everything we can to resolve this matter promptly.
Thank you for bringing this to our attention, and we hope to have the opportunity to restore your confidence in our service.
Warm regards,
TravelUp
I initially wanted to wait until after my holiday to leave a review, but I felt compelled to write one sooner to help ease the concerns of anyone who may be questioning the legitimacy of TravelUp.
I had no prior knowledge of this agency and was simply looking for a more affordable way to secure accommodation while budgeting for an upcoming trip. TravelUp's option to place a deposit rather than paying the full amount upfront seemed like a great solution. However, after reading several online reviews, I began to feel uneasy and started questioning the company's credibility.
To put my mind at ease, I contacted TravelUp's customer service directly to confirm two things: that my reservation was properly recorded in their system and that the company itself was legitimate. Once this was confirmed, I initially felt reassured—but after revisiting the website and reading additional reviews, my concerns resurfaced as the feedback appeared increasingly negative.
At that point, I decided the best way to fully calm my nerves was to contact the hotel directly. Thankfully, the hotel confirmed that my reservation was indeed in their system, which brought significant peace of mind. I did find it somewhat unusual that TravelUp stated I would not receive full hotel confirmation until the booking was paid in full, but having direct confirmation from the hotel itself was extremely reassuring.
I'm sharing this review for anyone who may feel hesitant or skeptical—there's no need to panic, but it's important to do your own due diligence regardless of online reviews.
The website itself was fairly easy to navigate, though I did experience a minor technical issue during the booking process when the confirmation page froze. After refreshing the page, I received my confirmation email without further issue.
Overall, the booking process was straightforward, but the post-booking anxiety was mentally taxing. I'm hopeful that everything continues to go smoothly from here.
Good afternoon, Maryam.
Thank you so much for taking the time to share your experience in such detail.
We truly appreciate your honesty and understand how unsettling it can feel when booking through a company for the first time, especially after reading mixed reviews online.
We’re glad to hear that our customer service team was able to confirm your reservation and that the hotel also verified your booking, providing you with peace of mind. At TravelUp, we aim to make the booking process as smooth and transparent as possible, and your feedback about the deposit option and confirmation process is invaluable. We will review this internally to see how we can make these steps clearer for our customers.
We also appreciate you highlighting the minor technical issue during booking. We’re continuously working to improve our website experience, and your input helps us identify areas for enhancement.
Thank you for trusting TravelUp with your travel plans and for sharing your perspective to help other travelers feel more confident.
We hope the rest of your holiday goes perfectly, and we look forward to assisting you again in the future.
Warm regards,
TravelUp
Well, it was easy to navigate. It was also the cheapest one available. Which is why I picked it. We'll see how it all works out in a few days… So far so good.
No mention that I would need to print a voucher. I am traveling, using only a phone and do not have access to print anything. If they do not accept my screenshot I will file a dispute with my credit card company. So much for making things easier
Good afternoon, Bill.
Thank you for sharing your feedback with us.
We completely understand your concern and want to reassure you that you do not need to print anything for your booking. Simply showing the booking confirmation on your phone—whether as a screenshot or directly from your email—is perfectly acceptable, and you will be all set to go.
At TravelUp, we aim to make the travel process as easy and convenient as possible, especially for customers who are on the move and may not have access to a printer. Your feedback is valuable, and we’ll make sure to clarify this information better in the future so other travelers feel confident about their journey.
If you have any further questions or need assistance, please don’t hesitate to reach out to us at admin@travelup.com. We’re here to help and ensure your experience remains smooth.
Thank you for bringing this to our attention, and we hope to make your next experience a 5-star one.
Warm regards,
TravelUp
While traveling through Nevada I needed an affordable room and travelUp was a great help. It was fast and easy. When I got to hotel they was ready for.
Good afternoon, Adolfo.
Thank you so much for your wonderful feedback and 5-star rating!
We’re thrilled to hear that TravelUp was able to help you find an affordable room quickly and easily while traveling through Nevada.
It’s great to know the process was fast and hassle-free, and that the hotel was ready for you upon arrival—this is exactly the seamless experience we aim to provide.
Your kind words mean a lot to us and motivate our team to keep delivering reliable and convenient travel solutions. We look forward to assisting you with your future trips and making every booking just as smooth.
If you ever need support or have any special travel requests, please don’t hesitate to reach out—we’re always here to help.
Warm regards,
TravelUp
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.
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
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.
Good afternoon, Kivrine.
Thank you for sharing your feedback with us.
We’re truly sorry for the inconvenience and frustration this situation has caused.
We completely understand how receiving a voucher instead of a direct reservation and needing to print it out can feel outdated and inconvenient—especially in today’s digital world where most travelers prefer mobile confirmations.
Please rest assured that your reservation is valid, and the voucher is simply the method some hotel partners require for check-in. However, we agree this process can feel confusing, and we’re actively working to make it more seamless and mobile-friendly.
To resolve this quickly and ensure everything is in order for your stay, please drop us an email at hotels@travelup.com, and our team will be more than happy to assist you right away.
Thank you again for bringing this to our attention. Your feedback helps us improve, and we hope to provide you with a smoother experience on your next booking.
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 evening, Leonardo.
Thank you for sharing your feedback.
We sincerely apologise for any inconvenience you may have experienced and truly empathize with your frustration.
At TravelUp, we aim to provide a smooth and reliable booking experience, and it’s disappointing to hear that we fell short of your expectations.
Could we kindly ask you to write your review in English so we can fully understand your concerns? Additionally, please provide more details about what went wrong and the specific issues you faced. This will help us investigate the matter thoroughly and assist you in the best possible way.
Your feedback is very important to us, and we are committed to resolving any genuine concerns promptly.
Warm regards,
TravelUp