Overview
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
They try to hide a lot of things. Even if you cancel immediately, there's still a cancellation fee. Their receipt doesn't match what they charged my credit card. I wouldn't do business with them again
Very poor communication with customers by phone or email about reservations. My credit card company called me to confirm payment for my hotel reservation. After a couple of days I checked my account and noticed that the charge for my reservation had not been charged. I then called to find out that my reservation had been canceled due to lack of payment and that the hotel had been booked up. I was then notified that my deposit of 167.01 was non refundable. Very unhappy with service received by TravelUp.
The website is easy to use and very detailed.
I kept getting a notice there was a problem paying, & click to receive a secure email to process payment OR call a number. Tried twice to get the secure payment site with no response. Called the number & got a recording that there would be AN HOUR wait!
Good afternoon, when i search for hotels I made sure that I booked a room that did not include a resort fee. No where in your listing does it state that I would have to pay an additional fee. This is against the law and should not be charged unless I was notified of this prior to making my booking. Your site does not mention any fees and states that the price listed includes all fees. But at checking in I had to fork out an additional $40 a night. Had I known that upfront I would have booked elsewhere.
I booked a room for 4 people through your website for 11-5 to 11-8. A few hours later I realized that my flight from Sydney to Oahu leaves on 11/4 and arrives on 11/4. It is an overnite flight and I forgot about the international dateline. I requested that my booking be modified to 11-4 to 11-8. A while later I was informed by you that no rooms were available. I went on another site and booked the same style room for 11-4 to 11/8 for roughly the same price difference maybe $100 more. I have requested you cancel my reservation. I am also requesting that the booking fee be cancelled because I was able to book the same room 30 min after your email. I feel that no effort was made. My view of your website has hit rock bottom and if asked I will tell others. I realize the booking was my error but I felt your response was minimal
It was easy and stay was great. I'm not sure if I saved any $ because the rate did not include taxes nor pet charge. I'm pretty sure I could have paid the same directly with hotel.
Really hard to get a hold of someone on the phone. Hotel was overbooked and has been a hassle to get a refund. Hotel says that they do not have my reservation but travel up says I'm confirmed.
Made a reservation at Wyndham Kusadasi hotel. 1. Incorrect names. 2. Voucher only shows arrival date June 23
3. Unable to log in
4. Hotel says no one saw my reservation
5. On the phone representative says 14! Days for confirmation, but cancellation only 7))) lose more money!
6. Tomorrow I'm going to the police and bank to report fraud
I'm having a issue tryin to cancel my reservation I've emailed multiple times and no one will email me back a cancellation confirmation This is ridiculous! I have a work issue due to I work in the medical field an we will not be able to travel at this time I understand the deposit is non refundable but for no one to email me back I feel I should be refunded the deposit an I'll make sue that I let social media know not to use this site to book anything an I'll contact my back as well to make sure there are no charges took out Thanks but no one has bother to help with this matter!
Called and spoke with customer service, said to give it 2 to 3 days and I confirmed with the Marriott and reservation is complete! Very pleased with the low price they gave as well. Could not find the price this low anywhere else
I left a message saying I wanted to cancel my reservation since there wasn't a true was to do it even with the directions to do it. Now I get this email. Pleas cancel my reservation now!
I booked a double queen bed room upon arrival they said I only booked a single queen bed room. Even after showing them my confirmation email stating it was supposed to be a double queen room.
Thank you. The process was simple and the site was easy to navigate. The confirmation feedback was a little confusing because I booked a hotel through you and I was referred to as a passenger instead of a guest. Other than that it was good.
I asked the site to find me a hotel near my location and trusted it but, it turned out It was an hour in the opposite direction a hotel that they chose for me. I was so tired. I didn't check it before I pressed the button …my fault, but nobody would help me to correct it so I lost money!
Good afternoon, Debra,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience.
We completely understand how frustrating and exhausting it must have been to arrive at a hotel that wasn’t near your intended location—especially after a long journey. This is certainly not the kind of customer service we aim to provide, and we deeply regret that no one was able to assist you at the time to correct the booking.
While we do encourage customers to double-check location details before confirming a reservation, we also believe in supporting our customers when things don’t go as planned. We would really appreciate the opportunity to look into this further for you.
Please reach out to us at hotels@travelup.com with the details of your booking and your complaint. Our dedicated team will be more than happy to investigate your case and see how we can make things right.
We value your feedback and hope to have the chance to restore your trust in TravelUp.
Kind regards,
TravelUp.
Not only easy to book but the cheapest prices. Almost too good to be true. Instant reservation details
Easy and quick to use. There were many reservations to choose from. The hotels were well described and correct, I will be using their service again.
They were good with getting my discounts. I would recommend this company to anyone who wants to save money. I can't wait until my trip.
So far it appears that I have saved $200 to $300. I have to wait till 09/04/2025 to see if I get the Hotel information
Used TravelUp for the first time and found to be easy to use, along with good rates. With that, any future bookings I will go directly to TravelUp.
Thank you
It was extremly easy to navigate and choose which option worked best for me. It was quick and provided me the lowest price.
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 Track 100 where we came 37th. We’ve also been nominated for Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019, as well as our CEO picking up the EY Entrepreneur of the Year’s Scale Up award for London and the South region.
We’ve upped our travel game, up yours!
At TravelUp, it’s our commitment to be as transparent as possible with our customers. We work with an independent partner, Airlineratings.com to keep track of the service and safety levels of all the airlines we work with. Not only does this keep us up to date with the latest information, it can also help you make an informed choice when choosing who to fly with.
We take issues seriously and do our best to resolve them as soon as possible and in a way that will benefit all involved.
- Visit Website
- Aldermaston, Berkshire, United Kingdom
- Edit business info
Business History
Company Representative
- 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 afternoon, Svetlana,
Thank you for reaching out to us about your booking.
Please accept our apologies for the unprofessionalism you have received from our team. This is not how we conduct business at TravelUp, and further investigations will be carried out regarding this experience.
Please share more at - hotels@travelup.com along with your booking reference number so that we can follow this up internally.
Regards,
TravelUp