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 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.
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
It would be great if you didn't need to print off the confirmation voucher but simply show it on your phone screen when arriving at the hotel.
We put in a request for twin beds which property says they never received and we were given king and had to change rooms after 1 night. Also no ocean view 1st night. Reception was terrible, long waits constantly. 1st had leaking air conditioning which left water all over floor
Good evening, Robyn.
Thank you for sharing your feedback with us. We are genuinely sorry to hear about the issues you encountered during your stay.
We regret that your request for twin beds was not honored and that you faced challenges with room changes and amenities. Additionally, the lack of ocean view on the first night and the issues with the air conditioning and reception service are certainly concerning.
Please be assured that we take your feedback seriously. We will share your experience with the property to ensure they address these issues and improve their services for future guests. Your input is invaluable in helping us provide better assistance and enhance the travel experience.
We apologise for the discomfort and inconvenience you faced, and we appreciate you bringing these matters to our attention. If there is anything further we can assist with or if you have additional concerns, please do not hesitate to reach out.
Thank you for your understanding and patience.
Best regards,
TravelUp.
Your site indicated that there was an issue with my first attempt at a booking so within minutes of the first attempt, I booked the same hotel for the same dates. You are now trying to charge my credit card for both reservations (the first attempt, despite their notice to me, had actually been booked). In the last week I have booked over $12,500 of travel arrangements and yours is the only site on which I had any issues. I will never use you again.
Good afternoon, Kevin.
Thank you for bringing this issue to our attention. We sincerely apologize for the confusion and frustration you experienced with your reservation. We understand how important it is to have a smooth and reliable booking process, and we deeply regret that this was not the case for you.
Please rest assured that we take your feedback seriously, and we want to resolve this situation for you as quickly as possible. Could you please email us at hotels@travelup.com with your booking details? Our team will investigate what went wrong and ensure that any duplicate charges are addressed promptly.
We understand your frustration and would hate to lose you as a customer. We hope you'll give us the opportunity to make things right.
Thank you for your patience, and we look forward to assisting you.
Best regards,
TravelUp.
First it said I had a reservation then said I did not. I rebooked but this time it might have taken. I will check with my credit card company and cancel a second charge. Never use again.
The app crash twice and on the third try it gave me a wrong reservation!
Good afternoon, Jose.
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the issues you encountered with our app and the inconvenience it caused you.
We take such matters very seriously, and we understand how frustrating it must be to face app crashes and receive incorrect reservation details. Please accept our sincerest apologies for the inconvenience and for any frustration this situation may have caused.
To address this issue and find a resolution, we kindly ask you to email us directly at hotels@travelup.com. Our team is dedicated to investigating these types of issues and will work to resolve them as swiftly as possible.
Please include any relevant details in your email, such as the reservation number and any specific issues you faced, so we can assist you more effectively.
Thank you for bringing this to our attention, and we appreciate your patience as we work to make things right. We look forward to hearing from you and resolving this matter to your satisfaction.
Best regards,
TravelUp.
Good, it was easy and understandable. I'll recommend my friends to this experience.
Good afternoon, Derek.
Thank you so much for your glowing 5-star review! We’re thrilled to hear that you found our service easy to use and understandable.
At TravelUp, we strive to make the travel booking experience as straightforward and user-friendly as possible. It’s wonderful to know that our efforts are making a positive impact and that you are satisfied with your experience.
We’re also delighted to hear that you would recommend us to your friends. Word-of-mouth recommendations are incredibly valuable to us, and we truly appreciate your support.
If you or your friends need any assistance with future travel plans or have any questions, please don’t hesitate to reach out. We’re here to help with everything from flights to accommodations and more.
Thank you once again for choosing TravelUp and for your kind recommendation. We look forward to serving you and your friends in the future!
Best regards,
TravelUp.
They refuse to provide any information and do not call back. The hotel still does not have my booking 72 hours prior to my departure.
Good afternoon, Michael.
We are truly sorry to hear about the difficulties you’ve experienced with your hotel booking and the lack of response from our team. We understand how frustrating it must be to face such issues, especially so close to your departure date.
After reviewing our records, we can confirm that our representative did inform you that the hotel had rejected your reservation, which led to its cancellation. We also initiated the refund process promptly upon receiving this information. Unfortunately, once a reservation is rejected by the hotel, it is beyond our control to ensure the acceptance of the booking, as it ultimately lies in the hands of the property.
We sincerely apologise for any inconvenience this situation has caused and for any lack of communication or assistance you experienced. This is certainly not the level of service we aim to provide. Your feedback is valuable, and we will use it to improve our processes and communication.
If you have any further concerns or need additional assistance, please reach out to us directly at hotels@travelup.com. We are committed to addressing any outstanding issues and ensuring that you receive the support you need.
Thank you for your understanding and patience.
Best regards,
TravelUp.
What a wonderful experience.it was a pleasure to do business with you.
Good afternoon, Jeff.
Thank you so much for your glowing 5-star review! We’re absolutely delighted to hear that you had such a wonderful experience with us.
It was truly a pleasure to assist you with your travel plans, and knowing that you found the experience enjoyable makes all our efforts worthwhile. At TravelUp, we are committed to making every interaction as smooth and pleasant as possible, so your kind words mean a lot to us.
If there’s anything more we can do for you in the future, whether it’s booking your next trip or answering any travel-related questions, please don’t hesitate to reach out. We’re here to help every step of the way.
Thank you once again for choosing TravelUp. We look forward to working with you again on your future adventures!
Best regards,
TravelUp.
Very bad, when I made the reservation it said "taxes and fees included" and when I arrived at the hotel they charged me more than 200 dollars in fees!
Good afternoon, Avelino.
Thank you for your feedback. We are very sorry to hear about your disappointment with the fees you encountered during your recent hotel stay.
We’ve investigated your case and can confirm that the taxes and fees related to your booking were indeed included in the total price you paid through our website. However, it appears that the additional charges you faced at the hotel were resort fees. These fees are not included in the initial booking cost and are payable directly at the property, as noted in the price breakdown and the terms and conditions provided during the booking process.
We understand how frustrating unexpected charges can be, and we apologise for any confusion this caused. We strive to ensure that all necessary information is clearly communicated at the time of booking, and we will take your feedback into consideration to improve our clarity in this area.
If you have any further questions or concerns, please feel free to reach out to us. We’re here to help and want to ensure that your future experiences with TravelUp are more satisfactory.
Thank you for bringing this to our attention, and we hope to serve you better in the future.
Kind regards,
TravelUp.
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.
TravelUp offered a competitive hotel stay price and was easy to navigate through the booking process.
Good afternoon, Latinka.
Thank you so much for your fantastic 5-star review! We’re thrilled to hear that you found our prices competitive and that navigating through the booking process was easy.
At TravelUp, we strive to offer the best deals while making the booking process as user-friendly as possible, so it’s wonderful to know that we hit the mark for you. Your feedback is greatly appreciated and motivates us to keep delivering excellent service.
If you ever need assistance with future bookings or have any questions, please don’t hesitate to reach out. We’re here to ensure your travel experiences continue to be seamless and enjoyable.
Thank you once again for choosing TravelUp. We look forward to helping you plan your next adventure!
Best regards,
TravelUp.
I had problems paying for the booking, but Arham was quick to assist by sending a payment link which worked nicely.
Thank you very much!
Kind regards,
Latinka
I was looking for a good rate on this specific hotel. I found it through TravelUp. So happy about this offer.
Good evening, Elia.
Thank you for your fantastic 5-star review! We’re thrilled to hear that you found the perfect rate for your hotel through TravelUp. It’s always rewarding to know that we could help you secure a great deal.
Offering competitive prices on accommodations is something we pride ourselves on, so we’re delighted that you’re happy with the offer you found. Your satisfaction is our top priority, and your positive feedback means a lot to us.
If you need any assistance with your booking or have any questions, please don’t hesitate to reach out. We’re here to ensure that your travel experience continues to be a great one.
Thanks again for choosing TravelUp. We look forward to helping you with your future travel plans!
Best regards,
TravelUp.
TravelUp was great and easy to book and pay for my stay! Very satisfied as a first time user.
Good evening, Lisa.
Thank you so much for your wonderful 5-star review! We're thrilled to hear that your experience with TravelUp was great and that you found the booking and payment process easy and straightforward.
As a first-time user, your satisfaction means a lot to us, and we’re delighted that we could meet your expectations. Our team works hard to make the booking experience as smooth as possible, and it’s always rewarding to hear positive feedback from our customers.
If you ever need assistance with future bookings or have any questions, please don’t hesitate to reach out. We look forward to helping you with your next trip!
Thanks again for choosing TravelUp. We’re excited to have you as a satisfied customer and look forward to serving you again.
Best regards,
TravelUp.
Easy to pay and a great deal. My first time on this site. Will use again.
Good evening, Lowell.
Thank you for sharing your positive experience with us!
We’re delighted to hear that you found it easy to pay and that you were pleased with the great deal you received. As a first-time user, it’s fantastic to know that your experience on our site was a good one.
Your satisfaction is our top priority, and we’re thrilled that you’re planning to use TravelUp again in the future. We look forward to helping you find more great deals for your upcoming travels!
If you ever need assistance or have any questions, please don’t hesitate to reach out. We’re here to ensure your next experience is just as seamless and rewarding.
Thanks again for choosing TravelUp, and we look forward to serving you again soon!
Best regards,
TravelUp.
Jacob was excellent representative and handled my reservations perfectly.
Good evening, Nishan.
Thank you for your wonderful 5-star review!
We’re thrilled to hear that Jacob provided you with excellent service and handled your reservations perfectly.
At TravelUp, we take great pride in our customer service, and it’s always rewarding to hear when our team members, like Jacob, go above and beyond to ensure a smooth booking experience. We’ll be sure to pass along your kind words to him—it’ll definitely make his day!
If you ever need further assistance or have any questions, please don’t hesitate to reach out. We’re here to help with all your travel needs and look forward to assisting you again in the future.
Thanks again for choosing TravelUp, and we look forward to serving you on your next adventure!
Best regards,
TravelUp.
While price changed very quickly during booking it still looked like a great price until the resort charges came in on the booking details email. I was surprised by the high amount of the resort fees which was a lot higher than the same charges directly on the hotel's web site.
Good evening, Mickey.
Thank you for sharing your experience with us.
We appreciate your feedback and are sorry to hear about the issues you encountered during your booking process.
We’d like to address a few points you raised. First, we strive to offer highly discounted deals, which can lead to prices fluctuating rapidly due to the dynamic nature of hotel pricing. Availability often influences these changes, and while we aim to offer competitive rates, this sometimes means the terms and conditions, such as cancellation policies, can be more restrictive. Unfortunately, as stated in your booking confirmation, a cancellation fee applies if the supplier offers a refund, and this was communicated by our representative.
Regarding the resort fees, I understand your surprise at the amount. Please note that resort fees are determined by the hotel itself, not by us, and are clearly mentioned during the booking process and in your reservation details. These fees remain consistent across different booking platforms, including direct bookings with the hotel.
Your feedback is invaluable to us, and we are constantly working to improve our services. If you have any further questions or concerns, please don’t hesitate to reach out to our customer service team. We hope to have the opportunity to serve you again under better circumstances.
Thank you for choosing TravelUp.
Best regards,
TravelUp.
Price changed very quickly during booking but it was still a great price! Thanks!
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.
It was a bit tricky entering separate physical and billing addresses.
Good evening, Kim.
Thank you for your 4-star review and for choosing TravelUp for your booking.
We’re glad to hear that your overall experience was positive, but we also appreciate your honest feedback regarding the challenges you faced when entering separate physical and billing addresses.
We’re sorry to hear that this part of the process was a bit tricky. Your feedback is valuable to us, and we’ll be looking into ways to improve our system to make it more user-friendly in the future.
If you have any other suggestions or need further assistance, please don’t hesitate to reach out. We’re here to help and ensure your future experiences with us are even smoother.
Thanks again for your feedback, and we look forward to serving you again soon!
Best regards,
TravelUp.
You lied about the total costs and I will never use this piece of $#*! site ever again.
Good evening, Kenny.
We appreciate your feedback, but we must address your concerns respectfully and clarify a few points.
First and foremost, we ask that communication remains courteous. We are committed to helping our customers, but we must insist that interactions are respectful.
Regarding your claim about the total costs, we’ve thoroughly investigated your booking, and the price listed on our website matches the amount charged. Additionally, before finalising any reservation, we send a booking confirmation outlining the total cost, which requires your consent to proceed. In this case, the booking confirmation aligns with the price displayed on our site, confirming the accuracy of the charges.
We understand that misunderstandings can happen, and we’re here to help clarify any concerns you may have. If you believe there has been an error or if there are specific details, you’d like us to review, please feel free to reach out directly. We’re happy to work with you to resolve any issues.
Thank you for your understanding.
Best regards,
TravelUp.
Easy fill in transaction. Good information. Fast reservation.
Good evening, Jose.
Thank you for your wonderful 5-star review! We’re thrilled to hear that you found our transaction process easy and that the information provided was helpful.
At TravelUp, we strive to make the booking experience as seamless and efficient as possible, and it's fantastic to know that our efforts have met your expectations. We're delighted that you experienced a fast and smooth reservation process.
If you have any questions or need further assistance with future bookings, please don’t hesitate to reach out. We’re here to ensure your travel plans are as effortless and enjoyable as possible.
Thanks again for choosing TravelUp. We look forward to serving you again soon!
Best regards,
TravelUp.
I paid your booking fee upfront before my travel. Upon arrival at the hotel, I was told there would be a charge $300 less than I paid you….they said that I never paid anything to anyone.
Good evening, Janet.
We sincerely apologise for the inconvenience you experienced regarding the booking fee and charges at your hotel.
We understand how frustrating this situation must be, and we appreciate you bringing it to our attention.
To address this issue and investigate it thoroughly, please email us at hotels@travelup.com with your booking details. This will allow us to look into the matter more closely and resolve any discrepancies between the charges you encountered and what you have paid.
Your satisfaction is very important to us, and we are committed to resolving this issue as quickly as possible. Thank you for your patience, and we look forward to assisting you.
Best regards,
TravelUp.
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- 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, Mike.
Thank you for your valuable feedback!
We’re pleased to hear that your overall experience with us was positive.
We understand the convenience of having digital confirmation for your hotel booking, and we agree that showing a voucher on your phone would be a more streamlined option.
We are constantly working to improve our services and your suggestion will be taken into consideration as we explore ways to enhance our booking process.
If you have any further suggestions or need assistance with anything else, please feel free to reach out. We appreciate your input and look forward to serving you again.
Best regards,
TravelUp.