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
Travelup misleading in his advertising for the "non refundable deposit" for our hotel booking. We found out this deposit is not a deposit. It's a nonrefundable fee once you make the reservation for the hotel we selected.
Great experience with travel up, I we to the site and it was a comfortable professional one
Good evening, Anwar.
Thank you so much for your fantastic 5-star review and for sharing your positive experience with us!
We're thrilled to hear that you had a great experience using TravelUp. Providing a comfortable and professional website environment is important to us, and we're delighted that you found our site easy to navigate and professional.
At TravelUp, we strive to offer a seamless booking process and excellent customer service. It's wonderful to know that we met your expectations in providing a comfortable and professional online experience.
Your feedback means a lot to us and serves as encouragement to continue delivering exceptional service to all our customers.
Thank you once again for choosing TravelUp. We look forward to assisting you with your future travel plans and providing you with more great experiences!
Best regards,
TravelUp.
The city of Atlanta had no water. The hotel said I would get a 50% refund because we didn't have water. I have emailed and I'm still waiting for my refund. Just awful dealing with Travel-Up.
Good afternoon, Danette.
Thank you for your feedback.
We sincerely apologise for the inconvenience you have experienced and for the delay in processing your refund.
We understand how frustrating this situation must be, especially given the circumstances in Atlanta. As per your request, we have already filed a refund request with our supplier. Please note that the process typically takes 4-6 weeks to complete. Rest assured, we have sent a chaser to expedite the process and will continue to follow up on your behalf.
Our representative will get back to you as soon as we receive the refund from the supplier. We appreciate your patience and understanding during this time and are committed to resolving this issue as quickly as possible.
Thank you for bringing this to our attention, and we apologize again for any inconvenience caused.
Best regards,
TravelUp.
I booked it at $119 and when i got the confirmation they charged me $221
Good afternoon, Timothy.
Thank you for reaching out and bringing this matter to our attention.
We sincerely apologise for any confusion and inconvenience you have experienced.
From our records, we can see that you contacted us to request a date change for your booking. Our representative informed you that the original booking was non-changeable, and that you would need to cancel the existing reservation and re-book. They also provided you with the new price for the reservation.
The new price of $221 reflects the cost for the dates you wanted, which was higher due to increased rates set by the hotel supplier. Please understand that it is the supplier who determines the prices, not us.
We want to assure you that there is no intent to deceive, and we strive to provide clear and transparent communication with our customers.
If you have any further questions or concerns, please do not hesitate to contact us. We are here to assist you and ensure that your future experiences with TravelUp are positive.
Thank you for your understanding and for choosing TravelUp.
Best regards,
TravelUp.
The worst travel agents, that will take your money, sell you a gold service package and not deliver what buy. They do not tell you important information on making a booking with them and will leave you in tokyo with no means of getting back despite having paid for flights. As you see so many other bad experiences by other customers. No coincidence in that. They are horrendous. Please do not book with them
Good evening, Darren.
We sincerely apologise for the inconvenience and distress you have experienced.
We empathise with your situation and understand how frustrating it must be to face these challenges while traveling. However, we would like to clarify a few points regarding your booking and the subsequent issues:
Seat Allocation: You purchased a Light Fare on our website, which does not include seat selection. This policy applies even if you had booked directly through the airline. To have seats allocated together, a request needs to be made at the time of booking, which was not done in this case.
Check-In Process: Our representative informed you in advance about a technical issue with Air China's website, which was affecting the online check-in process. We advised you to check in at the airport. It is the passenger's responsibility to arrive at the airport with sufficient time to check in and address any potential issues. Unfortunately, you missed your flight CA929 and were marked as a no-show.
Flight Sequence Disruption: After missing your initial flight, purchasing another flight was your decision. This disruption in your flight sequence and not informing Air China to cancel the subsequent flights led to your status being marked as "open." As a result, you were not allowed to board the remaining flights.
Given these circumstances, we regret to inform you that we are unable to provide any refund or compensation. Our representative had advised you about the technical issues with the airline's webpage, and the missed flight was not due to any fault on our part.
We understand this has been a highly stressful experience for you, and we apologise for any inconvenience caused. Should you have any further questions or require assistance with future bookings, please do not hesitate to reach out.
Thank you for your understanding.
Regards,
TravelUp.
Easy to use. No issues booking hotel. Seems to work great for me.
Good evening, Brent.
Thank you for taking the time to leave us a 5-star review!
We are delighted to hear that you found our platform easy to use and had no issues booking your hotel.
At TravelUp, we strive to make the booking process as seamless and user-friendly as possible. It’s wonderful to know that our efforts are paying off and that our service works great for you.
Your positive feedback is incredibly valuable to us, as it reassures us that we are on the right track. We are committed to continually improving our services to provide an even better experience for our customers.
If you have any future travel plans, please do not hesitate to reach out. We look forward to assisting you again and ensuring that your next booking is just as smooth and hassle-free.
Thank you once again for your kind words and for choosing TravelUp.
We truly appreciate your support and trust in our services.
Best regards,
TravelUp.
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.
Very user friendly and easy to find the right room at the right price. Highly recommend for all travelers.
Good evening, William.
Thank you so much for your glowing 5-star review!
We are thrilled to hear that you found our platform very user-friendly and that it was easy for you to find the right room at the right price. Your satisfaction is our top priority, and we are delighted that our services met your expectations.
Your recommendation means a lot to us and reinforces our commitment to providing an excellent experience for all travelers. We strive to make the booking process as seamless and efficient as possible, and it’s wonderful to know that our efforts are appreciated.
If you have any future travel plans or need further assistance, please don’t hesitate to reach out. We look forward to serving you again and ensuring your next experience is just as positive.
Thank you once again for your kind words and for choosing us.
Best regards,
TravelUp.
We are really disappointed in Travelup. After we booked a room at Zafiro Palmanova for our first family holiday, Travelup contacted us in a very positive manner, offering to help finalize the booking or even get the room at a better price. However, when we informed them that we had already completed the booking, we discovered they were overcharging customers by about 370€ for the same room.
When we brought this to their attention, their attitude changed abruptly. They refused to offer any assistance and were quite rude, with all niceties disappearing instantly.
I understand that Travelup is a third-party vendor, but charging such extortionate prices is simply unfair. We will be contacting the hotel directly about this issue and will book directly through hotels in the future.
Also prior to this bad review travel up responded to me and asked to email there *******@travelup.com which then resulted in further abrupt rudeness and poor customer relations.
Travelup's poor customer service and unreasonable pricing have left a very bad impression on us.
Good afternoon, David,
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
Good good good good good good good good good good good good good good
Good afternoon, Rachel.
Thank you for your wonderfully positive review!
We're thrilled to hear that you had such a good experience with us.
Your satisfaction means a lot to us, and we look forward to serving you again in the future.
Best regards!
TravelUp.
The reservation showed 2 identical rooms-1 excluded the facilities fee and one was more expensive but didn't say anything about the facilities fee. I paid for the 2nd, thinking it included the fee. To my surprise, it was an additional $32 a night for the fee upon checkin. Why pay the hotel and taxes up front and not pay the facilities as well? Deceptive pricing. Not happy.
Good afternoon, Elkatita,
We are sorry that you did not have a great experience at the property.
Please note, facilities fees, resort fees etc. or any sort of deposit are to be paid locally at the property and are never included in the cost of the stay. They are decided and governed by the local authority, and we have no control over it.
Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
We sincerely apologise for the unpleasant stay.
Regards
TravelUp
Just booked a room and called the hotel to confirm reservation went through and check the availability of the shuttle and found out that it does not run 24 hours a day. Went to cancel the reservation and found out that it is non refundable. Never showed non refundable when I was booking
Good afternoon, Edub,
Thank you for bringing this issue to our attention.
We sincerely apologize for the inconvenience you experienced with your reservation. We understand how frustrating it must have been to find out that the shuttle service did not meet your needs and to discover that the booking appeared to be non-refundable.
We have validated your records and can confirm that you contacted us to cancel the booking. As an exception, our representative canceled the booking and processed a full refund for you, despite the booking being non-refundable.
We hope this resolution meets your expectations, and we appreciate your understanding. If you have any further questions or need assistance, please don't hesitate to reach out.
Best regards,
TravelUp.
I was not given the room I paid for, I was given a much smaller room which was huge inconvenience.
Good evening,
We are sorry about the discomfort during your stay at the property due to the smaller room provided.
We value your opinion and will take every measure to make sure it is shared with the supplier, so it does not happen again.
We really appreciate you taking the time to give us feedback as it helps us assist you better.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
We apologise for the inconvenience caused.
Regards,
TravelUp
The hotel did not have the room I booked available and had to place me in a smaller room. Further, TravelUp has not appropriately responded to my requests for information regarding a refund.
Good afternoon, Dana.
We are sorry about the unpleasant experience at the property due to the non-availability of the specific room not available.
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.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
Process was super simple. We never received "confirmation" directly from the hotel but did receive confirmation from Travel Up that our reservation had been secured. The ONLY site this hotel was available on was Travel Up so we were a little worried about the reservation being legit...BUT when we arrived to the hotel everything was set up a promised and it was an amazing stay. I'm very happy that I used Travel Up.
Good afternoon, John,
Thank you so much for your fantastic review! We are thrilled to hear that you had an excellent experience with TravelUp and that the booking process was super simple for you.
We understand how important it is to receive direct confirmation from the hotel, and we apologise for any concern this may have caused. Rest assured, our team works diligently to ensure that all reservations are secure and accurate, as confirmed by your seamless check-in and amazing stay.
It's great to know that TravelUp was able to offer you the unique availability of the hotel and that we met your expectations. Your satisfaction is our top priority, and we are delighted to have contributed to your enjoyable trip.
If you have any questions or need assistance with future reservations, please don't hesitate to reach out. We look forward to helping you plan your next travel adventure and ensuring another fantastic experience.
Thank you once again for choosing TravelUp and for sharing your positive feedback.
Best regards,
TravelUp.
Good so far. I haven't stayed in the hotel yet but the price offered is good and it was easy to book. If all goes well with the trip I'll use this service again.
Good afternoon, Isabel,
Thank you for your great review!
We're glad to hear that you found our booking process easy and our prices competitive. We're confident that your upcoming stay will meet your expectations and enhance your travel experience.
Should you need any assistance before or during your trip, please don't hesitate to contact us. We are here to ensure everything goes smoothly. We look forward to serving you again in the future and hope your stay is wonderful.
Thank you for choosing TravelUp!
Best regards,
TravelUp.
I booked a hotel room through TravelUp. I knew that the charge was non-refundable. Due to unforeseen circumstances, the event I was going to attend was cancelled. I reached out to TravelUp to see if I could change the booking to a different day. The phone number provided was not in service so I had to reach out via email. By the time they responded it was too late to make any changes I don't think I will use them again. I have had quicker response times with other travel sites.
Good evening, Donna.
Thank you for sharing your feedback with us. We sincerely apologise for the inconvenience you experienced and understand how frustrating it must have been given your unforeseen circumstances.
We regret that our phone line was not in service and that our email response time was slower than expected. We strive to provide timely and effective support, and we are sorry we did not meet your expectations in this instance.
After reviewing the rules of your booking, we can confirm that your reservation was non-changeable and non-cancelable, as stated at the time of booking. We understand this situation has been disappointing, and we apologise for any frustration caused.
Your feedback is important to us, and we will use it to improve our services. We hope you might consider giving us another chance in the future.
Kind regards,
TravelUp.
The room sizes and names are different than what's on the actual hotel website. Therefore it's difficult to tell which room is which. Because of this, I ended up with a room that was much smaller than how it's listed on the TravelUp website.
Good afternoon, Victor.
We are sorry about the discomfort during your stay at the property due to the room sizes.
We value your opinion and will take every measure to make sure it is shared with the supplier, so it does not happen again. We really appreciate you taking the time to give us feedback as it helps us assist you better.
We apologise for the inconvenience caused.
Regards,
TravelUp
Bad. The booking was for $118.00 per night. After I filled out all the information, this site said there were no more rooms available. I called the hotel, there were. I booked it on another site. But now I see that I am being charged for the room they said was not available. I cannot reach anyone to get this fixed. I'm having a nightmare.
Good evening, Cynthia.
We sincerely apologise for the inconvenience you have experienced with your booking. We understand how frustrating it must be to deal with this situation and not be able to reach anyone for assistance.
We have escalated this issue to our hotels team, and one of our representatives will contact you as soon as possible to resolve this matter. In the meantime, please email us at hotels@travelup.com with your booking details so we can start the investigation promptly.
Thank you for bringing this to our attention.
We appreciate your patience and understanding as we work to rectify the situation.
Kind regards,
TravelUp.
We supposedly bought the ticket with one of the pages that you recommended and it turns out that the published price was not the real one and after canceling the ticket they cloned our card and made charges with it. I understand that you publish the offers and you are responsible for deciding, but make sure that the pages you send or recommend are reliable. I wasted my time and money.
Good evening, Ines.
Please accept our apologies for the challenging experience with us.
We want to do everything we can to make it right for you. At TravelUp, we do not engage in any wrongdoing or illegal practices. All amendments are made based on the fare rules of the booking or governed by the airlines policies.
We would be happy to review the specific incident in more detail with you so that we can better understand what happened and how we might improve going forward.
Please feel free to reach out via email at - admin@travelup.com
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, Bob.
We sincerely apologise to hear about your experience with our hotel booking deposit policy.
Please accept our sincere apologies for any inconvenience this may have caused.
At TravelUp, we strive to be transparent and ethical in all our dealings, including our deposit policies. We regret any misunderstanding regarding the nature of the "non-refundable deposit" for your hotel booking. We aim to ensure that our customers are fully informed about all terms and conditions associated with their bookings.
To investigate this matter further and address your concerns directly, could you please email us at hotels@travelup.com with your booking details? This will allow us to look into your specific case and provide assistance accordingly.
Once again, we apologise for the confusion and appreciate your feedback, which helps us improve our services.
Best regards,
TravelUp.