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From the business
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'm still waiting for my refund as you never booked my hotel and when I got there, there were no rooms. I'd like you to pay for my travel to and from too!
I was aware of the booking being nonrefundable but was unaware of it being nonchangeable so unfortunately it was money and a room wasted. When emailed, the 3rd party stated I had to reach out to the hotel itself but the hotel said I had to reach out to the 3rd party. I got nowhere.
Good afternoon, Cherrelle.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience this situation has caused. We completely empathise with how upsetting it can be to face difficulties with a non-changeable reservation.
We understand your frustration; however, we would like to clarify that the reservation you made was booked under a non-changeable and non-cancellable fare, which was clearly indicated on our website and in your booking confirmation. Unfortunately, these fare rules are set by the supplier and cannot be overridden by TravelUp.
While we are unable to make changes on your behalf, you may contact the hotel directly to see if they can assist with modifying your reservation. We truly regret the inconvenience caused and appreciate your understanding regarding the limitations of non-refundable and non-changeable bookings.
Warm regards,
TravelUp
The booking experience was fine. My only issue is that I haven't gotten the receipt from your site (only the booking confirmation). When I checked out of the motel they told me they didn't have a receipt and I would get it via email from the party I booked it with.
Good afternoon, Susan.
Thank you for your feedback, and we’re glad to hear that your booking experience with TravelUp was smooth. We completely understand your concern regarding the receipt, and we apologise for any inconvenience caused by this.
Please note that the booking confirmation serves as proof of your reservation, but we understand that some hotels or motels may also require a formal receipt. To assist you further, we kindly request that you email us your booking details at admin@travelup.com, and our team will promptly provide the necessary receipt or documentation for your stay.
We truly appreciate your feedback and hope to make your next experience with TravelUp even smoother.
Warm regards,
TravelUp
O preço em dólar confunde no valor final da compra, deveria ter o preço em reais.
Good afternoon, Alexandre.
Thank you for your feedback.
We appreciate you sharing your thoughts with us. For the benefit of all our readers, we kindly request that reviews be written in English.
We value your input and hope to continue improving the booking experience for our customers.
Warm regards,
TravelUp
The booking number you gave me is says its invalid. I keep calling customer service and they just hang up on me. Horrible experience. I want a refund ASAP
Good afternoon, Jesus.
Thank you for bringing this to our attention, and we sincerely apologise for the frustration and distress this situation has caused. We completely empathise with how concerning it must be to receive an invalid booking number and experience difficulty reaching customer service.
At TravelUp, we want our passengers to have a seamless booking experience, and incidents like this are truly unfortunate. Please be assured that we take such matters very seriously.
To allow us to investigate your case thoroughly and assist you as quickly as possible, we kindly request that you email your booking details to hotels@travelup.com. Our dedicated team will review your reservation, verify the booking number, and guide you through the necessary steps.
We truly regret the inconvenience caused and appreciate your patience while we work to resolve this matter.
Warm regards,
TravelUp
If I could give 0 stars I would. Horrible service and reservation canceled 2 days before travel. No one informed us and credit card was charged already. Called customer service number for US and it keeps going in circles and no matter what option you select it says call can not be completed. It's a scam company.
Good morning, Vikas.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and distress caused by this situation. We completely empathise with your concerns—having a reservation cancelled unexpectedly and difficulties reaching customer service can be very upsetting.
At TravelUp, we take these matters very seriously. This is a highly unusual case, and we have checked our systems and servers, which are functioning correctly. To help us investigate and resolve this matter as quickly as possible, we kindly request that you email us your booking details at hotels@travelup.com. Our team will be happy to review the case thoroughly and work with you to find a resolution.
We truly regret the inconvenience caused and appreciate your patience while we look into this issue.
Warm regards,
TravelUp
Not the easiest to find on competing sites, but I was able to see you and had a great booking experience.
Good morning, Moises.
Thank you so much for your fantastic 5-star review! 🌟
We’re delighted to hear that, despite some difficulty finding us on competing sites, you were able to locate TravelUp and had a great booking experience. Our goal is always to make the booking process as smooth, simple, and enjoyable as possible, and it’s wonderful to know that we delivered that for you.
Your feedback truly motivates our team to continue providing a seamless and reliable travel experience. We look forward to assisting you with your next trip and making it just as effortless and satisfying! ✈️
Warm regards,
TravelUp
When we arrived at hotel, hotel did not have reservation. Tried emailing Travel up but system did not recognize reservation number. Called travel up and was put on hold, waited on line for one hour. The hotel clerk reported that the reservation just came in to their system.
Good afternoon, Clarence.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience caused by this situation. We completely empathise with how stressful it must have been to arrive at the hotel and find your reservation was not immediately recognised.
At TravelUp, we always aim to provide our customers with a seamless stay experience, and incidents like this are truly unfortunate. We have carefully checked our records and can confirm that your reservation was fully confirmed by the property, and the confirmation number was shared with you well in advance of your stay. This clearly indicates that the reservation was successfully passed to the hotel from our end.
It appears that there may have been an integration or system delay at the hotel’s side, which caused the reservation to only appear in their system upon your arrival. We assure you that TravelUp completed all steps correctly and shared the confirmation with you in a timely manner.
We truly regret the inconvenience caused and appreciate your understanding regarding factors outside our control.
Warm regards,
TravelUp
I am sitting in the lobby of a hotel they don't have my booking and customer service told me to wait for an email I called back and the number doesn't work
Good afternoon, Shirlette.
Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience you are experiencing. We completely empathise with the stress of arriving at a hotel and not having your booking recognized, especially when trying to reach customer service has been difficult.
At TravelUp, we take situations like this very seriously and want to help resolve it as quickly as possible. We kindly request that you email your booking details to hotels@travelup.com, and our team will investigate your case immediately to ensure your reservation is properly confirmed and any issues are resolved.
We truly regret the inconvenience caused and appreciate your patience while we work to fix this matter.
Warm regards,
TravelUp
My flights have been delayed due to the impending storm hitting the east coast. I called to see if I could alter my hotel reservation. The person I spoke with from your company was EXTREMELY rude. Interrupted me after asking the situation I was calling about by saying "ok, ok, ok". Then when I called him out about it, instead of apologizing and changing his attitude, decided to laugh. I'm already frustrated and to be treated like that by someone in "customer service" is absurd.
Good afternoon, Taylor.
Thank you for sharing your feedback. We sincerely apologise for the experience you had when contacting our customer service team. We completely empathise with your frustration, especially given the stress of flight delays due to the storm. Being treated rudely or dismissively is absolutely unacceptable, and we understand how upsetting this must have been.
At TravelUp, we pride ourselves on providing excellent customer service, and situations like this are not tolerated. To help us investigate this matter thoroughly and ensure appropriate action is taken, we kindly request that you email your complaint, along with the details of your interaction, to hotels@travelup.com. Our team will review the case carefully and identify the individual responsible to prevent such behavior in the future.
We truly regret the inconvenience and distress caused, and we appreciate your patience as we work to resolve this issue.
Warm regards,
TravelUp
We arrived to our hotel and had to wait for check in which is fine. However after getting a room number and getting to the room we were given a double bed room amd I specifically reserved and paid for king.
Good afternoon, Irina.
Thank you for your feedback, and we sincerely apologise for the inconvenience you experienced upon arrival at your hotel.
We completely understand how frustrating it can be to receive a different room type than the one you reserved.
We have carefully checked our records and can confirm that your reservation was booked correctly as per your request. To help us resolve this matter promptly, we kindly request that you share supporting documentation showing that the wrong room was provided. Once we receive these documents, we will escalate the issue directly with the supplier to ensure it is addressed appropriately.
We truly appreciate your patience and cooperation, and we remain committed to helping you have a seamless travel experience.
Warm regards,
TravelUp
I reserved crown plaza
Reservation HTTKK5ANV my booking shows 3/17 to 3/20 the crown plaza in Krystal city saying that the date May not March and I need to speak to somebody regarding this error. I have copy of my booking my phone number *******031.
Good afternoon, Samuel.
Thank you for your feedback, and we sincerely apologise for the confusion and frustration caused regarding your hotel reservation. We completely empathise with the stress of noticing a potential date discrepancy on your booking.
To help us investigate and resolve this matter as quickly as possible, we kindly request that you email your booking details, along with any supporting documents, to hotels@travelup.com. Our team will review your reservation immediately and work to correct any errors.
We truly regret the inconvenience caused and appreciate your patience while we look into this issue.
Warm regards,
TravelUp
Booked wrong day, extremely hard to change. Was contacted by travel up staff for extra money. Not charged by hotel.
Good morning, Wrin.
Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused by the difficulty in changing your booking.
We completely empathise with your situation and understand how stressful it can be when changes are required after a reservation has been made.
We have carefully reviewed your case and would like to clarify that the costs and fees communicated to you are as per the fare rules of the property and the supplier. TravelUp does not add any extra charges beyond this, except for the standard administrative fee, which is clearly outlined in the Terms and Conditions that you accepted at the time of booking.
We hope this explanation clarifies the charges applied. Our team always aims to make changes as smooth as possible within the guidelines set by the suppliers, and we appreciate your understanding regarding these policies.
Warm regards,
TravelUp
Necesito que me ayuden porque en el hotel Deser Rose Resort donde me hospedé del 30 de diciembre de 2025 al 1 de enero de 2025, me pidieron un depósito de 200 dólares pero resulta que me descontaron el doble de dinero y hoy 18 días después no me han devuelto ese dinero, me he comunicado con ellos por correo y telefónicamente pero nadie me soluciona nada. Por favor ayúdenme porque yo hice la reserva con ustedes. Gracias
Good morning, Ana.
Thank you for your feedback. We sincerely apologise for the inconvenience and frustration caused by the double charge at the hotel. We completely empathise with your situation and understand how distressing this must be.
For better clarity and faster assistance, we kindly request that you write your review or message in English. Additionally, to help us investigate and resolve this matter promptly, please email us your booking details at admin@travelup.com, and our team will be happy to assist you in coordinating with the hotel regarding the refund.
We truly regret the inconvenience caused and look forward to helping you resolve this issue as quickly as possible.
Warm regards,
TravelUp
The price was legit and the cheapest I found, checkout process was fast and easy - However I confirmed the hotel didn't actually receive the "comments" you are able to enter and the confirmation emails didnt contain a ton of information, i guess I was expecting more to feel comfortable. I called the resort and they confirmed our booking was successful and set to go.
Good morning, Scott.
Thank you for your thoughtful 4-star review and for sharing your experience with us. 🌟
We’re delighted to hear that you found our prices competitive and the checkout process fast and easy. At TravelUp, we always strive to provide a smooth and convenient booking experience for our customers.
We also appreciate your feedback regarding the “comments” section and the information included in the confirmation emails. While the booking confirmation contains all the essential details required to complete your reservation, we understand that additional information can help provide peace of mind. We will share your comments with our team to explore ways we can make confirmations more informative and user-friendly in the future.
It’s great to hear that the resort confirmed your booking and that everything was set for your stay. Your feedback is valuable and helps us continue improving the overall customer experience.
We look forward to assisting you with your next booking and providing another smooth and seamless experience.
Warm regards,
TravelUp ✈️
Everything worked out just fine and was the best price available. The site is a little outdated- they said I needed to print my voucher instead of a an electronic ticket (although the hotel had everything so it wasn't needed) and I didn't get a proper receipt to submit for reimbursement.
Good morning, Megan.
Thank you for your thoughtful 4-star review and for sharing your experience with us. 🌟
We’re delighted to hear that everything worked out smoothly and that you were able to secure the best price available. At TravelUp, we always strive to provide a seamless and cost-effective booking experience for our customers.
We also appreciate your feedback regarding the site and the voucher process. While the hotel had all your reservation details, we understand that the instruction to print the voucher and the absence of a formal receipt may have caused some inconvenience, especially for reimbursement purposes. We will share your comments with our team to explore ways to make our booking process and documentation more convenient and user-friendly in the future.
Your feedback is very valuable and helps us continue improving both the platform and the overall customer experience. We look forward to assisting you with your next booking and providing another smooth and efficient experience.
Warm regards,
TravelUp ✈️
Not great. Most booking sites you just pay and get your plane e-ticket within a few hours, but for this site I ran into a lot of trouble and I still have not gotten my e-tickets yet. First, they wanted me to call my bank and that ended up nowhere since the bank did not want to provide the information they want to me since the procedure should be the merchant calling the bank. Then I had to email a screenshot of my transaction to them and they said they are getting me the e-tickets now which I still have not gotten and it's been hours. I'm kinda scared that this site is a scam.
Good morning, Erica.
Thank you for your feedback, and we sincerely apologise for the frustration and stress this situation has caused. We completely empathise with your concerns, and we understand how worrying it can feel when e-tickets are delayed and the payment process is unclear.
At TravelUp, we pride ourselves on providing excellent customer service, and we are very sorry that this experience did not meet the high standards we aim for. Please be assured that we are committed to resolving this matter for you as quickly as possible.
We kindly request that you email us your booking details at admin@travelup.com, and our team will investigate your case immediately to ensure your e-tickets are issued without further delay.
We truly regret the inconvenience caused and appreciate your patience while we work to resolve this matter.
Warm regards,
TravelUp
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
Good morning, Regina.
Thank you for sharing your feedback. We truly empathise with the frustration caused by the situation; however, we would like to clarify a few important points regarding your booking.
Before finalising any reservation, TravelUp sends a system-generated booking confirmation to the customer. This confirmation includes all the details you provided or selected at the time of booking, including hotel, dates, and other preferences. We are not allowed to proceed with the issuance of the booking until the customer provides explicit consent.
Upon reviewing your case, we can see that you provided consent and the booking was issued exactly as confirmed. The booking confirmation aligns with the consent you gave, which clearly indicates that no oversight occurred on our end.
We understand it can be frustrating when plans do not go as expected, but it is important to note that we issued exactly what was selected and approved by you. Additionally, as per the fare rules associated with this reservation, it is non-refundable, and we are therefore unable to process a refund in this instance.
We regret that this has caused inconvenience, and we hope this explanation clarifies the situation.
Warm regards,
TravelUp
Everything was extremely appreciated. The hotel staff were excellent with they were so friendly and welcoming. We're definitely going to book again soon
Good morning, Angela.
Thank you so much for your wonderful 5-star review! 🌟
We’re delighted to hear that everything was extremely appreciated and that the hotel staff made your stay so welcoming and enjoyable. At TravelUp, we always strive to make every part of your trip seamless and memorable, from booking to your actual travel experience.
It’s fantastic to know you plan to book with us again—we look forward to helping you create another smooth and enjoyable journey soon! ✈️
Warm regards,
TravelUp
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.
Good morning, Maria.
Thank you for your feedback, and we sincerely apologise for the confusion and concern this has caused. We completely understand how unsettling it must have been to see a higher amount than expected on your credit card statement.
At TravelUp, we always aim to provide clear instructions and transparent pricing to our passengers, and situations like this are truly unfortunate.
We have carefully investigated your booking and can confirm that the exact amount charged matches the total you reviewed and consented to at the time of payment. The currency was clearly indicated during the booking process and also stated on the booking confirmation. We have not applied any additional or hidden charges.
It is possible that the difference you noticed is due to currency conversion charges or foreign transaction fees applied by your bank or card provider. These charges are determined solely by your financial institution, and we would kindly recommend contacting your bank directly for clarification regarding the exchange rate or any additional fees applied.
We truly regret any misunderstanding and appreciate you bringing this to our attention. Your feedback helps us continue improving clarity throughout our booking process.
Warm regards,
TravelUp
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Good afternoon, Liat.
Thank you for sharing your feedback, and we sincerely apologise for the inconvenience and frustration you experienced. We completely empathise with how upsetting it must have been to arrive at the hotel and find no rooms available.
To provide you with the latest update regarding your refund and assist you further, we kindly request that you email your booking details to hotels@travelup.com. Our team will review your case promptly and help ensure that your refund is processed as quickly as possible.
We truly regret the situation and appreciate your patience while we work to resolve this matter.
Warm regards,
TravelUp