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.
When booking, taxes and fees were listed as being including in the price. Then, upon arrival, they charged me an additional resort fee. The only place I saw it listed was in teeny tiny print at the bottom of the receipt AFTER I booked and paid.
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
I booked several rooms at the same resort 2 different bookings. However, when the final booking was completed, somehow they added an extra unwanted day at $500. I immediately notified them of the error. Now they refuse to refund it and I'm stuck with a room that I can't use.
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
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
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.
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.
Very easy to use. Exceptional hotel prices that cannot be beat. I am a repeat customer. Try it and you won't regret it.
Easy to book online. No complications whatsoever. Thank you Travel Up
It was my first time using this site and I am very pleased so far with the experience. TravelUp found the lowest prices
Good afternoon, Alfred,
Thank you so much for taking the time to leave us a 5-star review!
We’re absolutely delighted to hear that your first experience with TravelUp was a positive one. It’s wonderful to know that we were able to help you find the lowest prices for your trip—providing great value is something we always strive for.
At TravelUp, we aim to make travel planning easy, affordable, and stress-free, especially for first-time users. Your kind words mean a lot to us and truly motivate our team to keep delivering the best possible service to all our customers.
If there’s anything we can assist you with in the future—whether it’s another booking, destination advice, or travel support—please don’t hesitate to reach out. We’d love to help you again on your next adventure!
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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- Aldermaston, Berkshire, United Kingdom
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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