TravelUp

I got to the resort arround 7pm they couldn't find my reservation and didn't want to give me a room until I gave them $200 cash depisit. Then they gave me the room and sometime arround 11pm they called to say my deposit was available to be picked up. The reservation came through. If I didn't have cash on me I wouldn't have gotten the room and would have waited till 11pm. Now the place is not as advertised. It's in horrible condition. Rooms were dirty and the whole place looked beaten up by time. It is nothing like the pictures and It's not a 10-20% difference in pictures but more like a 60% difference for the worse.
I had to sleep there because it was already too late and the next day which is July4th we checked out. We left in the morning to look at places and found one so we came back arround 3:30pm to get our stuff back and left.
I really hope that you guys can do something about the remaining two days that we paid for and havent used. At least a credit that we can use somewhere else. Order ID TH*******.

Due to the Covid19 Pandemic I had to cancel my reservation to Cancun for mid August to attend my son's wedding. I tried to call and was told to cancel via email.

I request the cancellation via email and thenreceived an email told me I would be charged $124.20, so I asked for a phone call to explain.

I then received another email as follows - copied and pasted verbatim:

Dear Rick,

Please note that your reservation has been cancelled as per the following policy:

* If you change or cancel your booking between 4/14/2020 12:00 AM and 8/5/2020 11:59 PM, you will be charged a fee of US$124.20
* If you change or cancel your booking after 8/6/2020 12:00 AM, you will be charged a fee of 100%

Many Thanks,

Chris Taylor
Hotel Consultant
TravelUp Group

I then replied to mention it would be good customer service to call a customer when they ask and not just quote policy in an email.

So far no response.

I will now dispute the charge with American Express.

Its sad when companies like this take advantage and gouge their clients during events beyond our control.

Never again will i use Travel Up...

Rick Bailey, Michigan

Change or cancel fee from when you made booking? No toll free #, can't speak to a person. Will think twice before I would use you again.

The process seems very shady. The confirmations are not immediate so it is stressful waiting to find out if you sent your money down a black hole.

Can't download and print voucher! Tried multiple times. Redirected to other sites. Please correct or tell me how to do it

Horrible company, stay away. Unable to cancel my reservation. I have sent an email twice without any results. My credit card is charged.

I made a booking by mistake and immediately reached out to support to fix it, but haven't heard back for over 24 hours.

My hotel was cancel and I still have not got a refund. When I call the waiting time has been over 2 hrs

The booking was secured very quick and easily with Travel Up. I hope to soon receive their notifications and payment instructions. Thank you

Travel Up offered a significantly better price than the others for my hotel choice. All went well with my check-in and stay.

Excellent rates and options versus other travel sites. I do wish that it was easier to find rates in dollars vice pounds.

This was my first time giving it a try and would be my last. Horrible system issue & customer service to having to wait 3 days to resolve my issue and get my hotel confirmation that I already paid. Your system booked me a Hotel I didn't even looked or click for. My hotel I was booking was Krystal Cancun & booked me with Oasis. I don't even know where it got this. I have screen shots of proof of my selections and as I got the confirmation noticed the name of hotel was different called right way after and they couldn't resolve my issue. Your customer service keeps answering the leaving me hold for long times & disconnecting as I have called several times & the few that answer they just keep saying they will get back to me by email. They just keep tossing the ball for this past 3 days. Saying admin will handle that issue that it's not there department that all is resolved by email. So my question to U and CEO is why u hired this people if they can't resolve booking issues & 2nd why do you sell in USA if they don't have a manager in USA to answer for escalations. Why u offer services your people can't resolve nor trained for. I even asked for a response by email to admin twice never heard back from them till this day and time. What kind of employees you hire to give the worst customer experience that is how businesses close for not training or having the customer satisfaction from customers. I am going to send this to make people about this company horrible customer service and having my money and not responding that's like a scam company.

The hotel did not have the reservation on file. This site is fraud and I had to purchase a new room.

Hidden charges had to be paid at the hotel upon arrival. I feel extremely disappointed with my reservation with travel.up

This company sucks kids got sick and we canceled in plenty of time and still had to pay