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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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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.
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.
I booked, but never received a receipt and one was not received in my email so I could print it off and turn it in for my business expenses. The hotel could not issue a receipt because the motel was purchased on line. This should never be an issue and a receipt should be emailed immediately upon payment received
Good afternoon, Russell.
Please accept our sincere apologies for the inconvenience you experienced.
This is not the level of service we aim to provide at TravelUp, and we understand how important it is to receive a receipt promptly for business expense purposes. Your feedback is very valuable, and we will be conducting an internal review to ensure this does not happen again.
To resolve this quickly, please email us at hotels@travelup.com along with your booking reference number. Our team will prioritise your request and provide the necessary documentation without delay.
Thank you for bringing this to our attention. We appreciate your patience and hope to have the opportunity to serve you better in the future.
Regards,
TravelUp.
Not happy with this experience. Initial search was through Trivago for a hotel in Joplin, MO. Unbeknownst to me, I was taken to a 3rd part (TravelUp) which is apparently located in the UK. This resulted in a surprise fee for currency exchange (where I received no receipt for, making it problematic as this was business travel). My invoice from the hotel was $98.62, but my card was charged $120.76. When I inquired about it, I was given a new invoice but no explanation. This is ridiculous! I will never use TravelUp again.
We arrived at the hotel and were greeted by a For Sale sign. We went to the entry doors and a sign said go to the office window. We went to the office window and there were no lights on, no furniture and no one on the premises. I recommend avoiding the hotel since it is "for sale" and no one to check you in. We arrived at 5:30 in the afternoon so it should have been open.
Service was easy to use, but requested a review before I was done making my reservation and getting my receipts. Too soon for feedback.
Good morning, Kathleen.
Thank you for your feedback and for choosing TravelUp for your travel booking!
We’re glad to hear that you found our service easy to use—that’s exactly the kind of experience we aim to provide. However, we also want to sincerely apologise for the premature request for a review before your reservation and receipts were fully completed. We understand how important it is to have all your booking details in hand before sharing feedback, and we appreciate you pointing this out.
Your input helps us improve the customer journey, and we’ll certainly take this into account to ensure future review prompts are better timed and more considerate of the booking process.
If there’s anything else we can assist you with or if you have any questions about your reservation, please don’t hesitate to reach out.
Warm regards,
TravelUp.
I'm very disappointed because I booked the hotel for 3 nights, but when we arrived, it was disgusting. Nothing like the photos online. We only stayed there one night. The next day, I canceled the reservation, and they told me they would refund my money. 💰 I hope so, because if not, I'll call my bank to file a complaint.
Good morning, Sergio.
We’re truly sorry to hear about your experience and completely understand your disappointment.
At TravelUp, we want every customer to have a comfortable and enjoyable stay, and it’s unfortunate when the reality doesn’t match expectations.
While we strive to work with trusted suppliers and provide accurate property information, we unfortunately do not have control over real-time conditions at the hotel. That said, your feedback is incredibly important and helps us hold our partners accountable.
To assist you further and avoid any delay in resolving your refund request, we kindly ask you to email us at hotels@travelup.com with your booking details and a brief description of the issue. Our team will prioritize your case and work with the supplier to ensure its handled appropriately.
We appreciate your patience and hope to turn this experience around for you.
Warm regards,
TravelUp.
So far so good. Please make sure that the hotel Clark Awadh in Lucknow has all the details of my reservation before my check in. Should I expect one from the hotel as well?
Good morning, Haider.
Thank you for your feedback and for choosing TravelUp!
We're glad to hear that everything has gone smoothly so far and that you're happy with your booking experience.
Regarding your reservation at Hotel Clarks Awadh in Lucknow, please rest assured that all booking details provided during your reservation have been passed on to the hotel through our system. TravelUp is directly linked with our suppliers, and the reservation information is automatically shared with the hotel to ensure a seamless check-in experience.
While some hotels do send a confirmation directly to guests, this varies by property and is not always guaranteed. If you haven’t received one yet, it doesn’t necessarily mean your booking isn’t confirmed. However, if you’d like us to double-check or assist further, please feel free to email us at hotels@travelup.com with your booking reference, and our team will be happy to verify everything for you.
We hope you have a wonderful stay in Lucknow, and we’re here if you need anything else!
Warm regards,
TravelUp.
I booked a hotel when I got there they wouldn't let me check in early so I canceled to get a refund. They told me it would take 24 hours for a refund. It's been over a week and I still haven't gotten a refund.
Good morning, Juan.
We’re very sorry to hear about your experience and truly understand how frustrating it must be to face delays in receiving your refund—especially after having to cancel your stay due to the hotel not allowing early check-in.
At TravelUp, we always aim to provide a smooth and reliable booking experience.
However, we’d like to clarify that as a travel agency, we unfortunately do not have control over real-time hotel policies such as early check-in decisions. These are managed directly by the hotel based on their availability and internal guidelines.
We can confirm that your reservation was successfully canceled, and our team has already reached out to the supplier to review and process your refund request. At this stage, we are awaiting their response. Refunds are handled according to the supplier’s terms and timelines, which can sometimes take longer than expected.
We kindly ask for your continued patience, and please rest assured that our team will follow up and get back to you as soon as we receive any updates from the supplier.
Thank you for bringing this to our attention, and we hope to resolve this for you as quickly as possible.
Warm regards,
TravelUp.
Very good, needed to add additional night on front end and they made it very easy by emailing the pay portal. Very happy with my experience and need to book another stay first week of December, looking forward to having your assistance again in that endeavor
Good morning, Jerry.
Thank you so much for your wonderful feedback!
We’re thrilled to hear that your experience with TravelUp was smooth and that adding an extra night to your stay was made easy through our payment portal. It’s always our goal to make travel arrangements as seamless and convenient as possible, and we’re glad we could assist you efficiently.
We’re especially excited to hear that you’re planning another stay in the first week of December! We’d be delighted to help you with that booking and ensure everything goes just as smoothly—if not better—than your last experience.
Please don’t hesitate to reach out when you’re ready, and our team will be more than happy to assist you again.
Warm regards,
TravelUp.
There was an issue with double booking and it was a hassle trying to cancel one of the bookings and get my money back, which I to this day have not received any refund. There should be an easy way to resolve refunds through the hotel or the booking company. Each one was blaming the other. I did not cancel my reservation. I just had two bookings by accident.
Good morning, Albert.
We sincerely apologise for the inconvenience and frustration caused by the double booking and the delay in receiving your refund.
At TravelUp, we strive to ensure every customer enjoys a smooth and hassle-free booking experience, and we deeply regret that this was not the case for you.
We understand how stressful it can be when you're caught between a hotel and a booking company, each pointing fingers, especially when you're simply trying to resolve an issue that wasn’t your fault. Please know that your experience is not reflective of the standard we aim to uphold.
To clarify, all online bookings made through TravelUp are processed automatically by our system, without human intervention. We are directly linked to our suppliers, and the system books reservations based solely on the information provided by the customer at the time of booking. Unfortunately, this means we are unable to detect if a duplicate booking has occurred unless it is flagged by the customer or the supplier.
Regarding your refund, we understand the delay has been frustrating. TravelUp works with a variety of suppliers, and each operates on its own billing cycle and refund policy. This can sometimes lead to longer-than-expected wait times for refunds to be processed. However, we want to reassure you that your refund request is currently under process, and you will receive your refund soon.
We truly appreciate your patience and understanding, and we’re committed to improving our systems and communication to prevent such issues in the future. If you have any further concerns or need assistance, please don’t hesitate to reach out to our customer support team directly.
Warm regards,
TravelUp.
Check in was very easy. Hotel and room was very clean and had everything we needed from dishwater to towels to soaps. Refrigerator, coffee maker, microwave and cabinets. Table with 4 chairs to eat meals. Pool, gym and laundry was very nice and convenient. Staff is friendly and helpful. Only small issue was sounded like someone above us was stomping at times.
Good evening, Cindy,
Thank you for sharing such a thoughtful and detailed 5* review!
We’re thrilled to hear our accommodations and staff contributed to a smooth and enjoyable stay, and we truly appreciate your feedback about the noise—we’ll use it to continue enhancing the guest experience. Your trust means a lot to us, and we look forward to helping with your next travel plans.
Regards,
TravelUp
I chose to book the hotel stay for one adult and two kids. I even had to select each child's age. But when the hotel was booked, it said 2 adults. I called and emailed your team but the person who was emailing me was rude, he did not read or understand the situation and didn't fix it. I will not be using your site ever again. I live in the US and I've never experienced such a poor customer service.
Good evening, Kate,
We’re very sorry to hear about your experience and sincerely apologise for the inconvenience caused.
Our team did attempt to modify the guest details on your booking as requested, however, unfortunately the supplier did not permit changes to the guest composition once the reservation was confirmed. We understand how frustrating this must have been and regret that we were unable to resolve it as you had hoped.
We truly appreciate your efforts to liaise directly with the hotelier, and we will ensure your feedback is passed on to the relevant teams for review and improvement.
Thank you again for bringing this to our attention. We value your feedback and hope to have the opportunity to provide a better experience in the future.
Regards,
TravelUp
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- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
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