On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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
Instant Feedback
We monitor reviews for authenticity
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.
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
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.
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.
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.
Booked wrong day, extremely hard to change. Was contacted by travel up staff for extra money. Not charged by hotel.
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
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.
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.
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.
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 muchísimo 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
- 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
- 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