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
Our first time booking with TravelUp.
It was easy to book our hotel.
Received quick booking confirmation.
I was very suspicious but everything worked out. I made the reservation through TravelUp and then called the hotel the next day. The hotel confirmed the reservation
Good morning,
Thank you for your wonderful review and 5* ratings. We appreciate your business with us and look forward to assisting you soon.
Team Customer Relations.
Was not pleased because the price was shown in Canadian dollars but when it was posted to my credit card it was posted in US dollars. To me this was deceiving.
Good afternoon,
We are very sorry to hear this. We do have both a Canadian and American source website.
Is it possible you were on the US side as this will show up in dollars? We can investigate further into this booking to see what has happened here.
Kind regards, TravelUp Team
They have terrible customer service. Their phone lines are still closed from months due to the corona virus, but they still don't even answer the contact forms. My flight was cancelled and they didn't even let me know. I found out randomly a few days before the flight, and it turned out the flight was cancelled and they haven't returned the money or let me know about it. NEVER EVEE BOOKING FROM HERE AGAIN!
It was quick and easy! I would use them again. I got the best deal on a roo. That was more expensive elsewhere.
Good afternoon, Suzane.
Thank you so much for your 5-star review!
We're thrilled to hear that you found our booking process quick and easy, and that you were able to secure a great deal on your room.
Providing the best value for our customers is always our top priority.
We look forward to serving you again in the future!
Best regards,
TravelUp.
Canceling the booking is too difficult and having to do it only by email, which gives no immediate feedback, is horrible. I called and they would not accept the cancellation over the phone. WTF?
We booked a resort, it is closed and if cancelled im charged a fee is unacceptable since not my fault. I will file with BBB if not refunded full amount
Good morning,
We are very sorry that you have been in tis situation.
We can see our team have fully refunded you after checking the hotel and the supplier. We are sorry for any inconvenience you have been through during this time period.
Kind regards, TravelUp Team
The hotel canceled my booking reservation because i paid in usd as they told me and until now you didn't refund my money and you ruined my whole trip.
Regards
Good afternoon,
Thank you for your review and we will ensure to share your feedback.
We are sorry that supplier canceled the booking and due to which an immediate refund were processed.
Please feel free to contact us in case of any further query.
Regards,
Travel Up
I don't know i still waiting for the email confirmation
Good good better good morning love you guys good day good luck today good night sleep love loves you so much love you too love you guys too too bad too too
This website was easy to use. I liked the clear explanation of hotel rates/taxes/resort fees.
Good afternoon, Rebecca.
Thank you for taking the time to leave us a 5-star review!
We’re thrilled to hear that you found our website easy to use and that the explanations of hotel rates, taxes, and resort fees were clear and helpful. Our goal is to provide a seamless and transparent booking experience, and it’s wonderful to know that we met your expectations in these areas.
Your positive feedback is greatly appreciated and serves as a great motivation for our team. We’re committed to maintaining and improving our service to ensure that all our customers have a smooth and enjoyable travel experience.
If you have any more questions or need assistance with future bookings, please don’t hesitate to reach out. We look forward to helping you plan your next trip!
Thank you again for choosing TravelUp.
Best regards,
TravelUp.
Booking was very easy & with good hotel rate.
I got nervous after reading some negative reviews but so far, my experience has been positive!
Thank you!
Quick and easy. Great reviews, should be a great time. Looking forward to it.
Good evening, Jim.
Thank you for your fantastic 5-star review! We're thrilled to hear that you found the booking process quick and easy, and that you’re looking forward to your upcoming trip.
We’re delighted that our great reviews gave you confidence in choosing TravelUp, and we’re sure you’ll have a wonderful time on your journey. Our team works hard to ensure a smooth experience from booking to travel, and it’s always rewarding to know our efforts are appreciated.
If you need any assistance or have questions before your trip, please don’t hesitate to reach out. We’re here to help every step of the way.
Thanks again for choosing TravelUp, and we wish you an amazing travel experience!
Best regards,
TravelUp.
I booked a hotel in Miami 2 months in advance. I paid for 3 nights, called the hotel to confirm my reservation 1 month before my trip.
I travel from NYC to Miami for my birthday, when I arrived to the hotel they told us our reservation was cancelled because TravelUp never paid for it. They even showed us an email where they advised TravelUp that the reservation was going to be cancelled and they didn't even responded.
I called the customer service for about 3 hours, the reservations department never answered while I was still waiting at the hotel. The other departments said they couldn't do anything.
We had to leave the hotel and start looking for another option because their prices went up. All the hotels were fully booked or too expensive because there was a boxing game that weekend. We ended up staying at a hostel with 2 strangers in our bedroom.
The next day they finally answered saying the only thing they could do was to "chase their supplier" to see if they could give us a refund.
After reading other reviews I can't not understand how can they still be in business.
I kept calling everyday to follow up with my refund. I had to explain my situation every time I called and lose so much time and energy. 17 days later they finally sent me a refund after I told them I was going to take legal action.
This whole xperience was honestly a nightmare. Don't give your money to this scammers!
Good morning,
We are extremely disappointed to see this has happened to you.,
We have looked into the booking and noticed that we did everything on our part but our supplier did not honour the booking and no alert was ever sent to us regarding your booking. We therefore apologise for the stress and inconvenience this has caused on their behalf. We will be taking necessary action to prevent any further issues with this.
We are glad to see your full refund has now been processed.
We hope you stay safe,
Kind regards, TravelUp Team
Horrible customer services. Sent three email inquiries a cancellation due to coronavirus no response in two weeks.
Called them waiting 30min on hold, no pickup.
Left my number - no callback.
There is a mssg stripe failed. I have to go back and type information again. The last one I waited and went through. I hope previous booking (twice) not go through.
Thank you.
Booked a hotel and I showed up with my whole family at 10pm and the confirmation number were fake,false, or just not valid. The Sheraton says Travel up is a scam.
Stay away from Travel up!
Good morning,
Thank you for notifying your concern to us. We profusely apologize for the inconvenience caused you. We have made a note of your feedback and shall share this with our designated team hereafter.
We are a legit, ethically working company, we are privileged in catering out to a large variety of customers over their numerous travel requirements for across the world. We do not guide anything misleadingly.
However, if you are further looking to discuss things, we request you to kindly email us your concern at hotels@travelup.com.
Team Customer Relations.
So far it has been straightforward
Booked a hotel for a stay in London 6 months ago, and was looking forward to our family trip to London. I decided to call the hotel the day before my stay to advise them that i would be a late check in and they advised me that the hotel was closed. I have had no notification from Travelup and when I rang to complain they were completely unaware! They then booked another hotel for me, which I rang on the morning of my travel to confirm and advise again of the late check in and they told me that the hotel had not been booked. I then had to make a dozen phone calls whilst travelling up to London on the train and was promised phone calls back, they never phoned me back and had to do all the chasing. If i had not phoned the hotel to advise of my late check in I would never had known that the hotel was closed and would have arrived to a closed hotel in London with my children at 11pm at night, and been stranded with no where to stay. This ruined my whole weekend that had been planned for months. When I complained and asked to be compensated they were not interested and will do nothing! I would not recommend them to my worst enemy! Appalling customer service and would never use them again!
Good morning Gary,
We are sorry that you are dissatisfied with the way we handled your concern. We will take your feedback into consideration as we move forward in our work. At Travelup, we follow standard guidelines and do not engage in any unethical practice within the business.
We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you.
Please write to us at hotels@travelup.com so one of our team members can assist you.
Regards,
TravelUp
I tested positive for COVID-19 and had to cancel my hotel booking. TravelUp made cancelation a nightmare. I still don't know if it got canceled or not. Use any other booking site than TravelUp.
Good afternoon, Matthew,
Please accept our apology for the delay in acknowledging and addressing your concern. We understand the inconvenience it has caused therefore our team are already working on this issue and will be in touch with you through email with an update.
Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
Travel Up
-100 This scum of a company. Never get back to you as they know to mess around and waste your time so you cannot pay by secure payment. They charged my £426.00 for amendment of 2 out of 4 tickets. The original tickets cost £2504. 48 they refunded me £1177 and have kept £1327. 29.
The airline Quatar cancelled their flights on 12. 3. 20 and let this scum company know. They did not communicate this to me!
Fortunately £426.00 was charged back as I paid back using my credit card. I contacted them to find out why they kept £1327. 29 when Quatar refunded them 100 percent. Mike and Francis have told me on the phone to drop the charge back of £426.00 and they will pay me £800.00 lol. I asked them how would they feel if they/their families were treated like this and if they had £1327. 29 deducted off their wages!
They asked me to email them lol. I am embarassed being asian myself that other asian business people are ripping innocent, honest customers. There type of business may rub off in a third world country thank god not in the western world. Thank god we have a justice system to sort these scum companies. I have reported them to ATOL, Quartar Airlines and ABTA. Please do the same so they are not allowed to carry on with their disgraceful business.
It was ok overall, but it should also allow using local currency like Turkish Lira.
Good afternoon, Talha.
Thank you for taking the time to leave a review!
We’re happy to hear that your experience with TravelUp was positive overall. We also appreciate your suggestion regarding the use of local currencies, such as Turkish Lira, and we completely understand how this could make the booking process more convenient for our customers.
At TravelUp, we are always looking for ways to improve our services, and your feedback is invaluable in helping us enhance the experience for our users. We will certainly take your suggestion into consideration as we continue to work on making our platform more versatile and user-friendly.
If you have any other suggestions or need assistance with future bookings, please don’t hesitate to reach out. We’re here to help and look forward to providing you with an even better experience next time!
Thank you again for choosing TravelUp, and we hope to assist you with all your future travel plans.
Warm regards,
TravelUp.
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.
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Good afternoon, Chris.
Thank you so much for taking the time to share your experience and for giving us a 5-star review!
We’re thrilled to hear that your first booking with TravelUp was a smooth and easy process, and that you received your booking confirmation quickly.
Providing a seamless booking experience is one of our top priorities, and it’s wonderful to know that we met your expectations. If there is anything else we can assist you with or if you have any questions regarding your booking, please don’t hesitate to reach out to us.
We look forward to helping you with your future travel plans and being a part of your next adventure!
Safe travels,
TravelUp.