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TravelUpReviews 1,786

3.0

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.com
Aldermaston, Berkshire, United Kingdom
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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

service
588
value
171
shipping
92
returns
132
quality
154
This company responds to reviews on average within 29 days

Instant Feedback

9,528 reviews
Nebraska
1 review
0 helpful votes
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It was terrible
June 13, 2024

It was terrible. I thought I was actually on a creditable reservation site. Once I made the mistake to reserve through the site, and I had concerns, I attempted to cancel and I could not. I checked with the actual hotel multiple times and they did not have record of the reservation and they had never heard of TravelUp.com

Date of experience: June 3, 2024
Steve M. TravelUp Rep
over a year old

Good evening, Steve.

We sincerely apologise for the inconvenience and frustration you experienced with your reservation. We understand how important it is to have a seamless and trustworthy booking process, and we regret that your experience did not meet these expectations.

Upon thoroughly checking your reservation, we can confirm that it was a legitimate booking through TravelUp. We assure you that we do not engage in any illegal practices. We understand that you contacted us with concerns and attempted to cancel your reservation. Our representative informed you about the terms and conditions, which state that an admin fee would be charged for cancellations.

We apologise for any confusion and inconvenience this may have caused. We value your feedback and will use it to improve our services.

If you have any further questions or need additional assistance, please do not hesitate to reach out to us.

Thank you for your understanding.

Best regards,
TravelUp.

North Carolina
1 review
0 helpful votes
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The booking was easy and quick
June 6, 2024

The booking was easy and quick. The only problem I have is that the Hotel won't drive me from airport and back again because I booked with you instead of hotel.

Date of experience: May 27, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Larry.

Thank you for your feedback and for your positive rating!

We're glad to hear that the booking process was easy and quick for you. We apologise for the inconvenience regarding the shuttle service.

We understand how important this service can be and are currently working with our hotel partners to improve and expand the benefits for our valued customers.

If you have any other concerns or need further assistance, please don't hesitate to reach out.

We appreciate your understanding and hope to serve you again soon!

Regards,
TravelUp

Pennsylvania
1 review
0 helpful votes
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I arrived at the hotel and though I had paid fir 4 days the hotel had only received payment fromTravel up for 1 day and I was asked to pay for the remaining 3.
Getting problem resolved took a very long time and im still waiting to get confirmation.

Date of experience: May 25, 2024
Steve M. TravelUp Rep
over a year old

Good evening, Gloria.

Thank you for taking the time to share your feedback. We sincerely apologise for the inconvenience and frustration you experienced regarding your booking. We understand how this situation must have affected your stay, and we regret that our response fell short of your expectations.

Upon reviewing your case, we can confirm that our representative has already informed you that the payment discrepancy is due to a deposit of $250 USD for incidentals, rather than an extra charge for three additional days. We apologize for any confusion this may have caused.

If you have any proof of payment indicating that you were indeed charged for an extra three days, we kindly ask you to share it with us by replying to the same email thread. This will help us resolve the matter more efficiently.

Thank you for your patience and understanding. We hope to have the opportunity to serve you better in the future.

Best regards,
TravelUp

Pennsylvania
2 reviews
0 helpful votes
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You guys charge for canceling, even if the cancellation is made on the same day as the reservation. That is abuse

Date of experience: May 25, 2024
Steve M. TravelUp Rep
over a year old

Good evening, Juani.

We sincerely apologise for any inconvenience you experienced regarding your recent reservation cancellation. We understand your frustration and appreciate the opportunity to address your concerns.

Please be assured that we have not charged any cancellation fee for your reservation. The charge you incurred is an administration fee, which is necessary to process the refund. This fee applies to both voluntary and involuntary cancellations and is clearly stated in our terms and conditions.

We hope this explanation clarifies the situation. Your feedback is important to us, and we strive to make our policies as transparent as possible. If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team.

Thank you for your understanding.

Sincerely,
TravelUp.

Tennessee
1 review
0 helpful votes
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No rooms available
May 28, 2024

No rooms available. Took our money. Prepaid. This is completely unacceptable. Left without room and no one answered the phone.

Date of experience: May 18, 2024
Steve M. TravelUp Rep
over a year old

Good evening, Ashtyn.

We sincerely apologize for the inconvenience you experienced with your booking. We understand how frustrating it must have been to arrive and find no rooms available, especially after prepaying for your stay.

Please be assured that we have raised this issue with our hotels team as a matter of urgency. One of our representatives will be in touch with you soon to resolve this matter.

In the meantime, we kindly request that you send us a detailed account of your experience via email at hotels@travelup.com. Having a written record of your complaint will help us address the issue more effectively and ensure that such incidents do not happen in the future.

Thank you for bringing this to our attention, and we appreciate your patience and understanding as we work to resolve this.

Best regards,
TravelUp.

Texas
1 review
0 helpful votes
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Easy to book room and I love the total price wrap up.

Date of experience: May 16, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Jacob.

Thank you so much for your glowing review!

We're thrilled to hear that you found our booking process easy and convenient. Making it hassle-free for our guests is always a top priority for us.

We're delighted that you appreciate our transparent approach to pricing, ensuring that you know exactly what you're getting without any surprises.

We look forward to welcoming you again!

Regards,
TravelUp.

Indiana
1 review
0 helpful votes
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When I booked this your website allowed us to pay for breakfast with our room charge. Our resultant cost was $142.55. When we arrived we saw that there was no prepaid breakfasts at the hotel. My checkout charge for the room was $120. Travel up charged me $142.55 for each room. I consider this a ripoff.

Date of experience: May 14, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Colin.

We are truly sorry to hear about the inconvenience you experienced during your recent stay. We understand how frustrating it must have been to find that the prepaid breakfast was not available, and we apologise for any confusion and disappointment this caused.

To address this issue, please send an email to our dedicated team at hotelteam@travelup.com. Include your booking details and any relevant information so we can thoroughly investigate your case and resolve it promptly.

We appreciate your patience and understanding as we work to make this right.

Sincerely,
TravelUp.


Good website
May 7, 2024
Previous review

Good website.

Date of experience: April 27, 2024
Colorado
1 review
0 helpful votes
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It was easy and convenient to use.

Only thing is you have to print the voucher to take it to the hotel instead of email.

Date of experience: May 9, 2024
Steve M. TravelUp Rep
over a year old

Good evening, John.

Thank you for your positive feedback! We're delighted to hear that you found our service easy and convenient to use.

We appreciate your suggestion regarding the voucher process and understand that printing it can be an extra step. We're always looking for ways to improve, and your input is invaluable.

We'll look into the possibility of offering an email option for vouchers in the future.

Thank you for choosing us, and we hope to serve you again soon!

Regards,
TravelUp.

Florida
1 review
0 helpful votes
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The hotel address on the receipt was not complete. All it said was that the hotel was in Warren, USA. But there are a number of Warrens in the USA. It should have said Warren, Ohio. And when I called the "hotel" they initially had no record of my $490 payment, which caused me to panic and scramble to find the real phone number of the hotel. I finally got through to them and confirmed my reservation. In the meantime, Wells Fargo sent me a fraud alert message asking if this was a real purchase on my credit card. I said, Yes, but then wondered where the money actually went. So it was not an easy experience.

Date of experience: May 8, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Norman.

Thank you for taking the time to share your experience with us. We're delighted that you ultimately had a positive stay, but we sincerely apologise for the confusion and inconvenience you encountered along the way.

We regret that the address on the receipt was incomplete, causing unnecessary worry and effort on your part. Your feedback is invaluable, and we will ensure that our receipts include the full address to prevent such issues in the future.

We also apologise for the initial difficulty you faced when contacting the hotel and for the concern caused by the missing payment record. We're glad you managed to reach the correct department and confirm your reservation. We understand how stressful this must have been and appreciate your patience during the process.

Regarding the fraud alert from Wells Fargo, we understand that it added to the confusion. We assure you that we take your security very seriously and are grateful for your vigilance in confirming the transaction.

Your feedback helps us improve our services, and we hope to provide you with a seamless experience on your next visit. If there's anything else we can do to assist you, please don't hesitate to reach out.

Thank you once again for your understanding and for giving us the opportunity to serve you.

Best regards,
TravelUp.

Illinois
1 review
0 helpful votes
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There was an additional $100+ "Destination Fee" that was added on top of what I paid when I signed up... just include that in the price instead of after charges

Date of experience: May 8, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Jeffery.

We are sorry that you did not have a great experience at the property.

Please note, local fees, resort fees, destination 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 this unpleasent experience.

Regards
TravelUp

Missouri
2 reviews
0 helpful votes
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Everything worked well, except... I still have not received an email confirmation for my booking... I did take a screen shot at time of booking, but I've been expecting an email confirming.

Date of experience: May 7, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Russ.

Thank you for choosing to book with us. We truly appreciate your trust and patience.

We apologise for the inconvenience regarding the email confirmation. We have raised this request to our hotel team, and one of our representatives will be contacting you soon to assist with this matter.

Thank you for bringing this to our attention, and we look forward to ensuring you have a seamless experience with us.

Best regards,
TravelUp.

California
1 review
0 helpful votes
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Horrible service and cancellation policies. Agents give you the run around and try to scam you for more money.

Date of experience: May 7, 2024
Steve M. TravelUp Rep
over a year old

Good afternoon, Molida.

We are truly sorry to hear about your recent experience and apologise for any inconvenience caused. We understand how frustrating it can be to navigate cancellation policies and service procedures.

At the time of booking, we strive to make our cancellation terms and conditions as clear as possible, including the requirement for an administrative fee to process refunds. This policy is in place to help us manage the costs associated with processing cancellations.

We also noted that our representative provided multiple quotes based on your preferences, considering the credit note you hold, which unfortunately cannot be used online. Our goal was to assist you in finding the best option available under the given circumstances.

While we regret any inconvenience caused, adherence to our terms and conditions is necessary to ensure fairness and consistency for all our customers.

Once again, we apologise for any frustration this may have caused and appreciate your understanding. If you have any further concerns or need additional assistance, please do not hesitate to contact us.

Sincerely,
TravelUp.

New York
1 review
0 helpful votes
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You have rooms available in the Ahwahanee Yosemite hotel. I called the hotel and was told the hotel was sold out. I am happy you were able to book a room for me.However, I initially received only a confirmation of the reservation from TravelUp. I requested from TravelUp a confirmation from the Ahwahanee Hotel; the responses that were emailed to me from TravelUp did not indicate that the Ahwahanee Hotel knew I was going to their hotel. I called the hotel and they did not have my reservation. This caused me to have a great deal of stress and anxiety for several weeks. I should have been told by TravelUp that it takes a week or two for the Ahwahanee Hotel to get the reservation information from TravelUp.

Date of experience: May 4, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Ronald,

We are excited that you have had a great experience while booking your preferred property online. Our team works very hard to ensure we deliver our best services.
Your review has already made our day and we are glad that you enjoyed booking with us.

Thank you for your compliment. Have a great evening ahead.

Regards,
TravelUp

California
1 review
0 helpful votes
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Makes it difficult to know what is accurate or note.

Date of experience: May 3, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Angie,

We apologise for any inconvenience caused by our team.

Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!

Regards,
TravelUp

GB
1 review
0 helpful votes
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Absolutely awful service!
May 11, 2024

Absolutely awful service! If I could give a 0 star I would!
I booked return flights to bali with these and due to the flood in Dubai the flights got cancelled. Emirates have issued Travel up with a full refund of my money and also sent a disruption policy which they have been advised to follow expressing a full refund should be given to their customers. Travel up said that because I signed the policy before emirates sent the new disrupted policy I will now not receive £1300 of my refund! I am now taking action with IATA and the CAA as Emirates have told me to do so.

Date of experience: May 1, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Emma,

Please accept our apology for the challenging experience with us. Your frustrating experience with us will be investigated and we will be taking adequate measures to rectify the issue.

Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.

Regards,
TravelUp

Minnesota
1 review
0 helpful votes
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I have only booked through your site. I did so because you advertised a good price. It was not until I canceled my other reservation and finalized one with you that additional taxes and fees were added. Not upfront pricing. Typical of big business but not appreciated.

Date of experience: April 28, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Shane,

We apologise for any inconvenience caused by our team.
Your feedback is important to us as we take all the reviews seriously and use them as an opportunity to deliver the quality expected.
Thank you for taking the time to share your experience with us!

Regards,
TravelUp

Colorado
1 review
0 helpful votes
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I am still waiting to hear a response in regards to my cancellation.

Date of experience: April 27, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Rosa,

Please accept our apology for the delay in acknowledging and addressing your concern.

We understand the inconvenience it has caused therefore our team are already working on this issue and will be in touch with you through email with an update.
Please write to us at - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.

Regards,
TravelUp


Very easy to navigate
April 21, 2024
Previous review

Very easy to navigate

Date of experience: April 11, 2024
Florida
1 review
0 helpful votes
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When I got to my destination resort happen to be that they did not found my reservation and they did not wanted to acomódate me so for that reason never wanted to book thru this web site again

Date of experience: April 27, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, William,

Thank you for sharing your experience with us.
It is unfortunate to see that you had a challenging path reaching out to us. However, we are glad you made the booking successfully.

Please note, we checked the booking and see that our representative has emailed you requesting you to drop us your query from the registered used at time of your booking, as according to GDPR compliance,
We can only share the information about the booking once we received an email from your registered. Email.

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 appreciate your patience.

Regards,
TravelUp

Alabama
1 review
0 helpful votes
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Seemed pretty easy to use and had a good price. Have never heard of this site, so fingers crossed we don't have any issues with our reservation.

Date of experience: April 25, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Christopher,

Thank you for your 4 star rating. Your feedback is appreciated.
Thank you for booking with us.

Regards,
TravelUp

Michigan
1 review
0 helpful votes
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Quick and easy
May 7, 2024
Updated review

Quick and easy. It's my second time booking through Travelup.

Date of experience: April 25, 2024
Rebecca H. TravelUp Rep
over a year old

Good evening, Eric,

Thank you for the 5*review.
We are glad you liked our online booking process and found the services smooth and easy to use.

Your feedback is important to us, and we will continue to strive for the same level of services in the future.

Hope to hear from you again about your upcoming trip.

Regards,
TravelUp


Quick and easy
September 8, 2023
Previous review

Quick and easy

Date of experience: September 8, 2023