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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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Good - small issue with adding the guess originally input added child of 5yrs old, was not included in the 1st billing invoice, however was able to add on later and pay. Thank you
On the travel voucher it states that our names may only be provided to the hotel a few days before our stay. I have requested confirmation that the hotel has our names now as I wish to book spa services ahead of time. I'm currently awaiting a response and requested confirmation
On the travel voucher it states that our names may only be provided to the hotel a few days before our stay. I have requested confirmation that the hotel has our names now as I wish to book spa services ahead of time. I'm currently awaiting a response and requested confirmation
I'm not normally one to complain but I've been really disappointed with TravelUp. I've had to restate my request over and over again, often with replies that have nothing to do with what I asked. For example, after confirming which flight and date I wanted to amend very clearly, I received information about a completely different flight on a completely different date (which had already passed). Another example, my most recent email that I received was addressed to a completely random name that has never been mentioned before.
We were also quoted nearly £600 to change a flight of which we were given one option, when looking ourselves, there were multiple options with the airline that were under £300.
Overall Francis has been terrible, clearly not actually reading the emails we send and dragging out a conversation that could have been resolved in one or two emails.
We're at the point of being willing to lose out on our money and book another flight ourselves that actually works for us as TravelUp has been wildly unhelpful.
I accidentally made my reservation for the wrong day. I booked for the 13th instead of the 12th accidentally. I was not given the opportunity to change it. Very dissatisfied with my experience. Now I have to book hotel somewhere else and I lost my money for the stay I mistakenly made. Very poor customer service. I will always give negative feedback about your customer service.
Good morning, Mario.
Thank you for sharing your feedback.
We are truly sorry to hear about the difficulties you experienced and completely understand how stressful it must have been to realize your reservation was booked for the wrong day. Please accept our sincerest apologies for the inconvenience and frustration caused.
At TravelUp, we always aim to provide our customers with a seamless and smooth booking experience, and incidents like this are certainly unfortunate. We fully understand the disappointment of losing out on your stay due to an accidental booking.
However, we must inform you that, as per the property’s policy, reservations are non-changeable and non-refundable once confirmed. We are required to adhere to these rules, and unfortunately, this means we were unable to make any amendments or issue a refund for your booking.
We completely empathize with the stress this situation has caused and truly regret that we could not provide a more favorable outcome. Your feedback is important to us, and we will continue to work on ways to make our booking process clearer to help prevent similar situations in the future.
Kind regards,
TravelUp
The online was seamless with no gimmicks. I was reluctant in the beginning but took a leap of faith to give this business a chance.
Good morning,
Thank you so much for your wonderful review!
We’re thrilled to hear that your online booking experience with TravelUp was seamless and straightforward, with no gimmicks.
We completely understand how it can feel daunting to try a new service, and we’re delighted that you took the leap of faith and had a positive experience. At TravelUp, we strive to make every step of the booking process simple, transparent, and reliable so our customers can travel with confidence.
We truly appreciate your trust and feedback, and we look forward to helping you plan many more smooth and stress-free trips in the future!
Kind regards,
TravelUp
Booked a last minute very need mom alone time get away. And my reservation appears as canceled.
I arrived later than expected, most women know the drill- work late, 3! Kids, dinner, sports, laundry, dogs, oh no poor husband.
I just want to ensure my reservation is paid and confirmed
Good morning, Stacy.
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about the confusion and inconvenience you experienced. We completely understand how important your much-needed getaway time is, especially after juggling so many responsibilities — you certainly deserve a stress-free break.
We’re sorry to hear that your reservation appeared as cancelled, but after carefully reviewing our records, we can confirm that your booking is indeed active and confirmed. From your review, it’s not entirely clear what may have caused the cancellation message you saw, but rest assured your reservation remains valid.
If you’re still encountering any issues or haven’t yet received your confirmation email, please reach out to our customer support team so we can assist you right away and ensure your trip goes as smoothly as possible.
Once again, we apologise for the worry this situation has caused and truly appreciate you bringing it to our attention. We hope your getaway brings you the relaxation and peace you deserve.
Kind regards,
TravelUp
Booking number HTT-HQH3NV_9
My wife and I arrived at the Broadmore hotel and they have no rooms available. I booked this online about an hour prior to arrival from the Miami airport coming from Chicago and the front desk manager said he has no rooms available. My wife and I were stuck there with no place to stay. We had to early tried to find another room somewhere close. We are waiting on a refund and we would also like compensation for our $38 Uber ride and lost time and added stress.
Daniel Harris
Good morning, Daniel.
Thank you for sharing your experience, and please accept our sincere apologies for the inconvenience and distress caused during your recent trip.
We completely understand how upsetting it must have been to arrive at the Broadmore Hotel after a long journey and find that no rooms were available, especially when you had a confirmed booking.
Unfortunately, as a travel agency, we do not have direct control over real-time hotel availability or situations where a property denies accommodation despite a confirmed reservation. However, please rest assured that we have already submitted a refund request to the hotel’s supplier on your behalf, and we will get back to you as soon as the refund has been processed.
Regarding your request for compensation for the Uber fare and inconvenience caused, we truly empathise with your situation. However, as the reservation was confirmed correctly from our end and the issue arose due to the property’s actions, we are unable to issue compensation directly. We would kindly recommend contacting the hotel management to discuss reimbursement for any additional expenses or inconvenience caused by the room denial.
Once again, we are very sorry for the frustration this incident caused and appreciate your patience while we work on finalising your refund.
Kind regards,
TravelUp
I was appalled you said my card was declined but you went ahead and booked it I had three rooms when I arrived. You declined it on two different cards but then booked it after you declined them so now I have to pay for rooms I did not use I will never use you again and tell all my friends what happened then put it on. It was wrong for you to lie to my wife about them being denied then booked them anyway
Good morning, Rodney.
We’re very sorry to hear about your experience and completely understand how upsetting this situation must have been for you and your wife.
What you’ve described is not the level of service we aim to provide, and we sincerely apologise for the confusion and frustration caused regarding your booking and payment.
We’d like to investigate this matter in detail to understand exactly what went wrong and ensure it’s resolved appropriately. Please contact us at hotels@travelup.com
with your complaint and booking details so our dedicated team can review your case and assist you further.
Thank you for bringing this to our attention — we truly regret the inconvenience caused and appreciate the opportunity to put things right.
Kind regards,
TravelUp
The website changed my booking to the following day from when I needed it, even though I checked it 3 times before hitting book now. I spent 40 minutes trying to get ahold of them on their customer service through the phone only to be told about 25 times that I was "next in queue" and "only 6 minutes 40 seconds" to wait. I proceeded to send an email that went unanswered for 2 days even though their website claims to respond within 12 hours, and canceled the room through the actual hotel. They finally emailed me back to claim they "needed confirmation from the hotel that I canceled", but it had already been 1.5 full business days since I had already canceled it. They're nothing but disgusting scammers and I have disputed the entire thing through my bank and will be leaving a scathing google review detailing every part of this scam to save someone else in the future.
Good afternoon, Dakoda.
We’re very sorry to hear about your experience and truly understand how frustrating this situation must have been for you. We completely appreciate the inconvenience caused by the booking date issue, the delay in reaching our team, and the time it took to receive a response to your email. This is not the standard of service we strive to provide, and we sincerely apologise for the distress it has caused.
We’d like to investigate this matter in full to understand what went wrong and ensure it’s properly addressed. Please contact us at hotels@travelup.com
with your complaint and booking details so our dedicated team can review your case and assist you further.
Thank you for bringing this to our attention — we regret the trouble this has caused and appreciate the opportunity to make things right.
Kind regards,
TravelUp
Scam. Zero stars.
App jumped to the wrong dates without notification and I could not cancel it even though I called and emailed immediately - I was charged in full for dates I didn't need. NO REFUNDS and NO CANCELLATION offered even though it was their fault.
Good afternoon.
We’re very sorry to hear about your experience and sincerely apologise for the inconvenience this situation has caused.
We completely understand your frustration and empathise with the stress of dealing with an unexpected booking issue.
However, we would like to clarify that before finalising any booking on our website, our system sends a booking confirmation containing all the details provided by the customer, including personal information, property details, and the selected dates. We are not able to proceed with a booking until the customer provides their consent.
In your case, our records show that consent was given and the booking proceeded in line with the confirmation issued. All information provided in the booking aligns with the details confirmed by you, so there was no oversight on our end. Unfortunately, the property rules for this booking specify that it is non-refundable, which means we were unable to offer a refund or cancellation beyond the property’s policy.
We truly regret the frustration this has caused and appreciate your understanding.
Kind regards,
TravelUp
I was put onto TravelUp through a rate comparison site. The price was significantly lower through TravelUp, so I went with it. It was easy to navigate and get through.
Good afternoon, Morris.
Thank you so much for your wonderful feedback!
We’re thrilled to hear that you found our prices competitive and that booking through TravelUp was easy and straightforward. Making the process simple and seamless for our customers is always our top priority, and it’s great to know we delivered that for you.
We truly appreciate you taking the time to share your experience and look forward to helping you plan your future trips.
Kind regards,
TravelUp
Easy to navigate and best prices bar none!
The first time using Travel up for my daughters cheer team that will be at disney for competition. The resort was over booked and left us without anywhere to stay. I booked after I read the policy for hotel, not travel up. My mistake! Now, that the parents went on their on varsity came to our aid and booked us another place. Unfortunately, it wasn't the one I booked with travel up. Please Please refund me or I will have two rooms having to pay for both. Its not my fault on this matter and would appreciate your understanding.
Good afternoon, Dana.
We’re very sorry to hear about the difficulties you experienced with your booking and completely understand how stressful this situation must have been, especially while coordinating travel for your daughter’s cheer team. Please accept our sincere apologies for the inconvenience caused.
At TravelUp, we always strive to provide our passengers with a seamless and hassle-free experience, and it’s truly unfortunate when incidents like this occur. We’d like to investigate your case further to fully understand what happened and see how we can assist.
Please contact us at hotels@travelup.com with your booking details, and our team will be happy to review your situation and work with you towards a resolution.
Thank you for bringing this to our attention, and we appreciate your understanding as we look into this matter.
Kind regards,
TravelUp
I booked my hotel on Saturday, it is Tuesday (the day before check in) and the hotel does not have me in their system. TravelUp told me on Sunday I would have my code in a few hours, or 24 hours at most. They just told me that again today. I will now have to pay another hotel as I cannot risk waiting until the hour of and not having a reservation. I will be disputing this charge as it says it is nonrefundable. I described the situation to the hotel and they said it sounds like a scam, and that third party agents usually have a booking in an hour.
Good afternoon, Michael.
We’re very sorry to hear about the issues you’ve experienced with your booking and completely understand how stressful and frustrating this situation must be, especially with your check-in date so close. Please accept our sincere apologies for the inconvenience caused.
At TravelUp, we always aim to provide our passengers with a seamless and reliable experience, and it is truly unfortunate when incidents like this occur. We would like to investigate your case in detail to understand what went wrong and work towards a resolution.
Please contact us at hotels@travelup.com
with your booking details, and our team will be happy to review your situation and assist you as quickly as possible.
Thank you for bringing this to our attention, and we appreciate your patience as we look into this matter.
Kind regards,
TravelUp
Hotel and room was clean and smelled ok. Pool was warm and hot tub was nice and hot. Pool room floor is ruff, bring sandals. Breakfast was hot and tasted good.
Good morning, James.
Thank you for sharing your experience and giving us such a positive review!
We’re delighted to hear that your hotel stay was clean and comfortable, and that you enjoyed the warm pool and relaxing hot tub. Great tip about bringing sandals for the pool area—we appreciate you passing that along for future travelers!
It’s also wonderful to know that breakfast was hot and tasty. At TravelUp, we aim to make every part of your trip enjoyable, and feedback like yours helps us ensure that happens.
We look forward to helping you plan your next getaway! If you need assistance with future bookings or want to explore new destinations, we’re always here for you.
Safe travels and thank you for choosing us! 🌍✨
Warm regards,
TravelUp.
Complete failure. No confirmation number, no reservation, Forced to pay for stay at 2AM. Awaiting info re refund of my original payment.
Good morning, Kathryn.
We’re truly sorry to hear about the experience you had.
At TravelUp, our goal is to ensure every customer enjoys a seamless and stress-free stay, and it’s very unfortunate that this was not the case for you.
We completely understand how frustrating it must have been to arrive late at night and face these issues.
After reviewing your booking, we can confirm that the reservation appears as confirmed on our end. If you did not receive any confirmation details, please reach out to us at hotels@travelup.com so we can investigate this further and assist you with your refund as quickly as possible.
Thank you for bringing this to our attention—we truly appreciate your patience and will do everything we can to make this right.
Warm regards,
TravelUp.
I need to cancel my reservation for April 4 - 11 at the Scottsdale Camelback Resort. There is no one to communicate with, and frankly, I think I should get my deposit refunded.
Good morning, Helen.
We’re truly sorry to hear about the frustration you’ve experienced while trying to cancel your reservation.
We completely understand how important flexibility and clear communication are, especially when plans change.
Please drop us an email at hotels@travelup.com with your booking details, and our team will review your reservation and assist you with the cancellation process. We’ll also check your deposit status and do everything possible to resolve this quickly and fairly.
Your feedback is very important to us, and we appreciate you bringing this to our attention. We’re committed to improving communication and ensuring that every customer feels supported.
Thank you for giving us the opportunity to make this right.
Warm regards,
TravelUp.
Travel Up made it easy to plan a wonderful Easter vacation; I couldn't be happier!
Got charged for resort fees through travel a lot and then the resort charge me and said the travel app should refund me and never heard anything back
Good afternoon, Courtney.
Thank you for sharing your feedback with us.
We truly regret the inconvenience you experienced regarding resort fees. At TravelUp, our goal is to ensure every passenger enjoys a seamless and stress-free stay, and we understand how frustrating this situation must have been for you.
After carefully reviewing your case, we’d like to clarify that TravelUp does not charge resort fees. This is clearly stated in the booking confirmation you received at the time of booking. The price quoted excludes any resort fees, and if applicable, these are payable directly to the property upon arrival. Unfortunately, we cannot refund an amount that was never charged by us.
For your future bookings, we kindly recommend reviewing the terms and conditions provided during the booking process to avoid any surprises. We understand this was an unfortunate experience, and we appreciate your understanding on this matter.
If you have any further questions or need assistance with upcoming travel plans, please feel free to reach out to our support team. We’re always here to help.
Best regards,
TravelUp.
The booking was simple and easy. The only thing I'd up grade would be the need to print out a paper conformation to using email or text for conformation.
Good afternoon, Linda.
Thank you so much for your wonderful feedback!
We’re thrilled to hear that you found the booking process simple and easy—that’s exactly the experience we strive to deliver at TravelUp.
We truly appreciate your suggestion regarding confirmation methods. Your point about using email or text confirmations instead of requiring a printed copy is very valid. Convenience matters, and we’re continuously working to enhance our processes to make travel as smooth as possible for our customers. Feedback like yours helps us improve and innovate.
Our team is already exploring more digital-friendly options to ensure travelers can access their booking details anytime, anywhere, without the need for printing. Stay tuned for updates—we’re committed to making your future bookings even more effortless.
Thank you again for choosing TravelUp. We look forward to helping you plan your next trip!
Warm regards,
TravelUp.
I used travel up to book a last minute hotel stay. It was super convenient and most affordable option. Check in at the hotel was a breeze, I was even able to check in 3 hours early!
Good afternoon, Erica.
Thank you so much for sharing your experience!
We’re delighted to hear that booking your last-minute hotel stay with TravelUp was super convenient and affordable—that’s exactly what we aim to provide for our travelers.
It’s fantastic that your check-in process was smooth and that the hotel even allowed you to check in three hours early! We love hearing stories like this because they reflect the seamless travel experience we strive to deliver.
Your feedback motivates us to keep improving and offering the best deals and hassle-free booking options. We look forward to helping you plan your next trip—whether it’s last-minute or well in advance!
Warm regards,
TravelUp.
Glitch on your website charged my account for our full stay instead of just the down payment. I am now trying to get all but the deposit refunded and am going through pure hell trying to get answers.
Good afternoon, Kim.
Thank you for bringing this to our attention. We sincerely apologise for the frustration and inconvenience this situation has caused.
At TravelUp, we want every customer to enjoy a seamless travel experience, and we understand how upsetting this must have been for you.
We have thoroughly investigated your booking and could not find any indication that an installment payment option was selected. The system processed the payment in full because the booking confirmation—sent to you for review before finalizing—did not include any installment terms. Unfortunately, this means the charge was applied correctly based on the selection made during booking.
For future reference, we kindly recommend reviewing all options and terms carefully before confirming your reservation to ensure the payment method aligns with your preference. We understand this was an unfortunate experience and appreciate your understanding.
If you have any further questions or need assistance with upcoming travel plans, please don’t hesitate to reach out. We’re here to help.
Best regards,
TravelUp.
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good morning, Beth.
Thank you for taking the time to share your feedback.
We are truly sorry to hear about the frustrating experience you’ve had with TravelUp and completely understand how upsetting it must be to feel that your requests were not properly addressed. Please accept our sincerest apologies for the confusion and inconvenience caused.
At TravelUp, we always strive to ensure our passengers have a seamless and positive travel experience, and it is clear that on this occasion, we have fallen short. Incidents like this are extremely unfortunate, and we fully appreciate your frustration regarding repeated miscommunications and the difficulty in amending your flight.
We take your feedback seriously and would like the opportunity to investigate this matter further. Please could you email us directly at admin@travelup.com
with your complaint and booking details so that we can review the case thoroughly and work towards a resolution.
Once again, we apologise for the experience you have had and thank you for bringing this to our attention. We hope to regain your trust and provide the level of service you rightfully expect.
Kind regards,
TravelUp