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
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.
Quick and easy. With a low price that is what I was looking for
Good evening, Sandra.
Thank you for your fantastic 5-star review!
We’re delighted to hear that you found our booking process quick and easy, and that you were pleased with the low price we offered.
At TravelUp, we’re committed to providing a seamless and affordable experience, so it’s great to know that we met your expectations. Your satisfaction is our priority, and we’re thrilled to hear that we delivered on both convenience and value.
If you have any questions or need assistance with future bookings, please feel free to reach out. We’re here to ensure that your travel planning is always as smooth and cost-effective as possible.
Thank you once again for choosing TravelUp. We look forward to serving you again soon!
Best regards,
TravelUp.
I've been reading your reviews they are horrible. I tried to get ahold of someone every time I hit the button I'd get a different phone number. I called my credit card and canceled it as fraudulent.
Good afternoon, James.
We are truly very sorry to hear about the difficulties you experienced while trying to reach us. We understand how frustrating it must have been, and we apologise for the inconvenience caused.
We acknowledge that no service can be perfect, and while we strive to provide the best experience possible, we are not immune to challenges. It’s clear from your feedback that we fell short in this instance, and for that, we are truly sorry.
The recent increase in call volume might have contributed to the difficulties you faced in reaching us. We deeply regret any inconvenience this may have caused and understand your frustration.
If you decide to book with us again in the future, please feel free to contact us directly at 0118-970-7473 or email us at hotels@travelup.com. We are committed to improving our service and hope to have the opportunity to better assist you.
Thank you for your feedback, and we sincerely apologize for the experience you had. If there is anything else we can do to address your concerns, please let us know.
Best regards,
TravelUp.
Really bad so far, called, emailed travel up
And didn't know this was a 3rd party. I called the hotel and no reservation received yet which means we can still cancel. I need my fully refund.
Good evening, Erica.
Thank you for reaching out to us and sharing your concerns. We are very sorry to hear about the difficulties you have encountered with your booking and the frustration it has caused.
We understand how important it is to have clear and accessible information when making travel arrangements, and we regret that this was not your experience. We sincerely apologise for any confusion regarding our role as a third-party booking agent and for the lack of clarity about your reservation and cancellation options.
To ensure that we can thoroughly investigate your case and provide a resolution, please email us directly at hotels@travelup.com with your booking details and any relevant information. Our team will review your situation carefully and work to address your concerns as quickly as possible.
Once again, we apologise for the inconvenience and poor service you have experienced. We appreciate your patience as we work to resolve this issue and ensure you receive the appropriate assistance.
Thank you for bringing this matter to our attention.
Best Regards,
TravelUp.
BOOK FOR UMA DESTINATION AND THEY ARE TRYING TO TAKE ME TO ANOTHER.
WAS NOT MY MISTAKE, AND AFTER RECEIVER SECONDS LATER THE COMF EMAIL AND CHECK THAT WAS A WRONG DESTINATIO,AFTER THAT 100 EMAILS ETC ETC ETC
TRY TO CALL ON SATURDAR 7-21 AND THE COMPANY THAT SUPOSE HAVE 24-7 SERVICE LET ME 52 MIN ON THE PHONE DRIVING W 2 KIDS ON MY CAR AND NOBODY GRAB THE PHONE
AND THAT IS A LOT MORE
Good evening, Alfredo.
We sincerely apologise for the inconvenience and frustration you experienced with your booking. We understand how stressful this situation must have been, especially while traveling with your children.
Upon thoroughly investigating your case, we found that you contacted us to change your hotel booking. We have conducted technical tests on our website and found no issues or oversight. Additionally, before finalizing any reservation, we always send a booking confirmation for your review. In this instance, the reservation was processed based on the information and consent provided by you.
Despite this, we reached out to our supplier to seek an exception for making a change to your reservation. Unfortunately, the request was denied as the reservation was non-changeable.
We deeply regret that our service did not meet your expectations and that you had difficulty reaching us. Your feedback is invaluable, and we will use it to improve our customer support and ensure such situations are handled more efficiently in the future.
If you need further assistance or have any additional questions, please do not hesitate to contact us. We are here to help and will do our best to assist you.
Thank you for your understanding.
Best regards,
TravelUp.
I booked a hotel for what I thought was one night in Milwaukee, WI in July of this year. I never received a confirmation and after contacting TravelUp they did send a confirmation, for one night in Australia for October on a completely different day. No response from their happy to help customer service after multiple requests on the mix up and refund.
Good evening, Donald.
Thank you for bringing this issue to our attention, and we apologize for the confusion and inconvenience you’ve experienced.
After reviewing your reservation, it appears there may have been a mix-up. We can confirm that your booking is correctly set for Milwaukee, WI, USA, as initially intended. It seems there may have been a misunderstanding regarding the details.
We sincerely regret any frustration this has caused and understand the importance of resolving this matter promptly. If you still have concerns or require further assistance, please reach out to us directly at hotels@travelup.com. Our team is here to help and will ensure that your issue is addressed as quickly as possible.
Thank you for your patience and understanding.
Best regards,
TravelUp.
I tried to go through the hotels website and it said it was booked. I was able to book a room at half the cost on TravelUp. Easy to use
Good evening, Rachel.
Thank you for your fantastic 5-star review! We’re thrilled to hear that you found our service easy to use and that you were able to book a room at such a great price.
At TravelUp, we are committed to providing a seamless booking experience and ensuring our customers get the best value for their money. It’s wonderful to know that we could offer you a better rate and simplify your booking process.
Your feedback is greatly appreciated and motivates us to continue striving for excellence. If you have any questions or need assistance with future bookings, please don’t hesitate to reach out to us. We’re here to help and look forward to serving you again.
Thank you for choosing TravelUp and for sharing your positive experience!
Best regards,
TravelUp.
Reserved a room that was to have a walk in shower and it did not. The room I requested was not available. Room smelled like cigarettes and made me sick. I had no choice but yo accept the room on short notice.
Good evening, Ed.
We are sorry about the unpleasant experience at the property due the desired room not available and the uncomfortable room provided.
Our mission is to provide an excellent guest experience therefore your feedback will be shared with our suppliers accordingly.
Your feedback is important to us as we take all the reviews seriously to use them as an opportunity to improvise the quality expected.
Regards,
TravelUp
I'm having trouble canceling this reservation! Called customer service who said I needed to send an email! Sent email and received this! Very frustrated and will never use travel up again!
Good evening, Jeanie.
We are truly sorry to hear about the frustration you’ve experienced with your reservation cancellation. Your feedback is important to us, and I appreciate the opportunity to address your concerns.
We have reviewed your case and understand that you reached out for assistance with canceling your reservation. As outlined in the terms and conditions provided before your booking was confirmed, any cancellations and refunds are subject to an administration fee. These terms are in place to ensure clarity and fairness for all bookings.
We regret any inconvenience this may have caused and understand how frustrating this situation can be. Unfortunately, the administration fee is a standard part of our process and cannot be waived, as it is outlined in our policy.
If you have any further questions or require additional assistance, please don’t hesitate to contact us directly. We are here to help and aim to resolve any issues as effectively as possible.
Thank you for your understanding.
Regards,
TravelUp.
I have an issue with jewel palm beach on my stay my room was has leaking from the ceiling and I waiting on my room for the maintenance guy to come and fix it this what the front desk was telling me on the phone and was not safe for my family because the leak next the plug was so dangerous
I saw the room service and I asked her to call the front desk to explain to him because both speak the same language and she tell me also I had to wait
I keep waiting after that I stop to the front desk and she offered me another room but she has no one to help me I get the key to the new room to check but she didn't program it and the key didn't open the room I go back to her she asked me to wait. I have to go with my friends to the dinner after that I got to the new room almost 11pm and the hotel said Sorry but I didn't know why travel up don't refund me my money for the day I lost it?
This was the front desk told me over there I don't pay the money for jewel palm beach?
Thx
Good evening, Naem.
We sincerely apologise for the inconvenience and distress you experienced during your stay at Jewel Palm Beach. We understand how frustrating and concerning the situation must have been, especially with the safety of your family at risk.
We empathize with your frustration regarding the room conditions and the delay in addressing the issue. Your experience is certainly not the standard we strive to uphold, and we deeply regret the inconvenience you faced.
We have escalated this matter with our supplier and are currently awaiting a response. In the meantime, please send us an email at hotels@travelup.com with the details of your booking and any additional information you may have. This will help us expedite the resolution process.
Thank you for bringing this to our attention. We appreciate your patience and understanding as we work towards a satisfactory resolution.
Best regards,
TravelUp.
Making reservations was easy. The problem occurred when we arrived at the hotel and discovered they were closed due to a power failure from a recent hurricane. There was no notification from TravelUp that the hotel was closed and we could have ended up far from home with no place to stay. Luckily, the hotel manager was on the premises and cleaned our rooms himself and allowed us to stay overnight. Power was restored minutes after we arrived so we were cool, comfortable, and the only guests in the hotel. I will not use Travel Up again.
Good afternoon, Mary.
We sincerely apologise for the inconvenience you experienced during your recent trip.
We strive to provide our customers with a seamless experience, and it breaks our hearts when such unfortunate incidents occur.
Upon thoroughly checking your case, we found that there was no notification from our supplier regarding the hotel's closure due to a power failure. This limits our ability to take proactive action in such instances, as we depend solely on our suppliers to inform us of any issues at the property. We are truly sorry for the discomfort you experienced due to the power outage.
We value your opinion and will ensure that your feedback is shared with the supplier to prevent such occurrences in the future. Your input is invaluable to us as it helps us improve our services and better assist our customers.
Once again, we apologise for the inconvenience caused and appreciate you taking the time to provide us with your feedback.
Regards,
TravelUp.
Easy to book. Great price. Fast resolution when I needed to cancel my trip. Will definitely use them again.
Good evening, Tanya.
Thank you so much for taking the time to leave us a fantastic 5-star review!
We are thrilled to hear that you found our booking process easy, our prices great, and that we were able to provide a fast resolution when you needed to cancel your trip.
At TravelUp, we strive to make every aspect of travel planning as smooth and hassle-free as possible. It’s incredibly rewarding to know that our efforts to offer competitive prices and efficient customer service have met your expectations. Our team is dedicated to being easily reachable and responsive to our customers' needs, and your feedback confirms that we are on the right track.
We are delighted to hear that you will use our services again. If there is anything more we can do to assist you in the future, please don't hesitate to reach out. Your satisfaction is our top priority, and we look forward to helping you with your next travel plans.
Thank you once again for your kind words and for choosing TravelUp!
Warm regards,
TravelUp.
I need a refund. The hotel didn't have power. I was told be the agent said the hotel had powder.
Good evening, Celinda.
We are deeply sorry to hear about the discomfort you experienced during your stay at the property due to the shortage of amenities provided.
Your feedback is incredibly important to us, and we sincerely apologise for any inconvenience this may have caused.
To address this matter promptly and ensure it does not happen again, we will share your feedback with our supplier and investigate the issue further. Your insights help us improve our services and ensure a better experience for all our customers.
Could you please email us at Hotels@travelup.com with your booking information? This will allow us to follow up with our supplier and work towards a resolution for you.
Once again, we apologise for any inconvenience caused and appreciate your understanding. We look forward to assisting you further.
Best regards,
TravelUp.
I booked a very specific hotel room for a special occasion. Upon arrival to the hotel the reservation was not in the system. Luckily I printed out everything before I got to the hotel. Even still the hotel was not able to honor what I paid for. The room was small and there was no view. The window looked into another room. All this money spent on this room to look at another.
Good afternoon, Tonya.
We are deeply sorry to hear about the experience you had upon arrival at the hotel.
Please accept our sincerest apologies for the inconvenience and disappointment this situation has caused you, especially during what should have been a special occasion.
Ensuring our customers have a seamless experience is of utmost importance to us, and it is clear that we fell short in this instance. Your feedback is crucial to improving our services, and we take your comments seriously.
To address this matter promptly, could you please email us at hotels@travelup.com with your booking reference? This will allow us to escalate the issue directly with the supplier and work towards a resolution for you.
Once again, we sincerely apologise for the frustration and inconvenience you experienced. Please rest assured that we are committed to resolving this matter and restoring your faith in our service.
Thank you for bringing this to our attention, and we look forward to assisting you further.
Best regards,
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*******.
Good afternoon, Sanjin.
Thank you for bringing this to our attention.
We sincerely apologise for the inconvenience and frustration you experienced during your stay.
We understand how upsetting it must have been to arrive at your resort and face issues with your reservation, the condition of the property, and the need to provide a cash deposit. This is certainly not the seamless experience we strive to provide for our customers.
At TravelUp, we are committed to ensuring our customers have a positive travel experience. We will escalate this matter to our supplier to address the discrepancies between the advertised and actual conditions of the resort.
In the meantime, please email us at hotels@travelup.com with your booking details, including your Order ID (TH*******), so we can take the necessary action. We will do our best to resolve this situation, including addressing the two unused days you paid for.
Thank you for your patience and understanding. We look forward to assisting you further.
Best regards,
TravelUp.
Cool cool cool cool cool cool coo cicikkdehejsbhssjsjsnsjxk
Good evening, Tristan.
Thank you for the 5-star rating.
We are here to serve you anytime.
Regards,
TravelUp
I booked 2 rooms yesterday and the hotel still only has one room reserved. Called TravelUp and was told I would be contacted by end of day with an update. Still no update. And hoping the room I need doesn't get booked. They need to contact their supplier since they are a third party.
Good evening, Carla.
Thank you for bringing this issue to our attention.
We sincerely apologise for the inconvenience you have experienced with your recent booking.
This is not the way we treat our customers, and we regret that you have had to go through this. Please be assured that we escalated your case to our supplier immediately upon learning about the incident, and we are actively working with them to resolve this matter as quickly as possible.
We have also informed our hotels team of the urgency of your situation, and one of our representatives will be in touch with you shortly with an update. We understand how important it is for you to secure the second room, and we are doing everything we can to ensure this is resolved swiftly.
Thank you for your patience and understanding. We are committed to making this right and ensuring you have a positive experience with us.
Best regards,
TravelUp.
Horrible service. It is taking days to get a response from your company. No one will answer
Good evening, Sami.
We sincerely apologise for the inconvenience and frustration you have experienced due to the delay in our response.
Your feedback is important to us, and we regret that our service did not meet your expectations.
After reviewing your records, we see that you contacted us on June 30th regarding a date change in your reservation. On the same day, our representative informed you that we had acknowledged your query and needed to contact our supplier to check if a date change was possible. Unfortunately, our supplier's delayed response caused the longer wait time for us to provide a solution.
We understand how this delay has caused you significant inconvenience, and we are taking steps to improve our communication process to prevent similar issues in the future. Your satisfaction is our top priority, and we are committed to providing better service moving forward.
Thank you for your patience and understanding. If you have any further questions or need additional assistance, please do not hesitate to reach out to our customer service team.
Best regards,
TravelUp.
Booking was fine. The fine print was literally fine. There was a link to print out a mandatory form for my stay I could've easily missed. First time using a third party to book, I'm extremely nervous
Good evening, Angela.
Thank you for taking the time to leave us a 5-star review!
We are delighted to hear that your booking experience went smoothly.
We understand that using a third party for booking can sometimes feel daunting, especially if it's your first time. We're glad that everything worked out well for you, and we appreciate your feedback about the fine print. It's important to us that all necessary information is easily accessible to our customers.
We note your concern about the mandatory form for your stay. To ensure a hassle-free experience, we recommend carefully reviewing all communications and links provided during the booking process. If you ever have any questions or need assistance, please do not hesitate to reach out to our customer service team. We are here to help and ensure that your travel plans go as smoothly as possible.
We appreciate your trust in us for your travel needs and hope this experience has made you feel more confident about using our services in the future. If there's anything else we can assist you with, please let us know.
Thank you once again for your positive feedback. We look forward to serving you again soon!
Best regards,
TravelUp.
We had a medical emergency, Britsh Airways issued a refund which Travelup did not disclose until they realised I had evidence direct from BA, they then conjoured up an admin charge of £75 per person which wiped the refund out, convenient! Stay away and go with a more reputable company. I am moving on to the next 20 review sites to say exactly the same, and the financial obmbudsamn and credit cared company have now both taken up the case.
Good afternoon, Mr. Banister.
Thank you for bringing your concerns to our attention, and we sincerely apologise for the challenges you faced, especially during what must have been a difficult time due to the medical emergency.
Regarding the refund issued by British Airways, we understand your frustration. As stated in our terms and conditions, an administration fee is applied to process refunds, regardless of whether the cancellation is voluntary or involuntary. This policy is disclosed clearly on our website to ensure transparency in our operations.
While we regret any inconvenience caused, we must adhere to these terms and conditions consistently for all customers. This helps us maintain fairness and reliability in our service offerings.
We appreciate your feedback and the opportunity to address your concerns. If you have any further questions or need additional assistance, please feel free to contact us directly. We are here to assist you and ensure a resolution to this matter.
Best regards,
TravelUp.
- 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 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.