Overview
TravelUp has a rating of 3 stars from 1,670 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with TravelUp most frequently mention customer service, credit card and full refund. TravelUp ranks 11th among Discount Travel sites.
Instant Feedback
It was easy to book the hotel.
An only option we did not find was a transportation from Cancun airport to the hotel.
This was the 1st time I used travel up and I am completely unsatisfied I am in Peru and I try to see if this was too good to be true and II was not pleased
Dear Judith,
We can see you were assisted by our agents and there does not seem to be an issue?
Please could you describe what happened and why it was a negative experience as it seems fine from our investigation.
We look forward to hearing from you soon.
Kind regards, TravelUp Team
I am in total 100% fear that the site is not legit and i actually have not booked and will have nowhere to stay when i try to check in
Good Afternoon!
Thank you for your review, we would like to reassure you that TravelUp is a legitimate website and we are helping hundreds of customers daily with their travel requirements. We have taken a look into your booking and can see that your check in date has now passed and we cannot see any outstanding queries under your email. We hope that you enjoyed your stay and we would be more than happy to help you with any future travel requirements!
Kind Regards, TravelUp Team
Booked my hotel, but then they cancelled because they didn't have updated availability for the hotel.
Good morning,
This is very unfortunate for us as we could not honor the hotel requested due to shortage of availability. We apologize for the inconvenienced caused and your feedback will be shared with the management so we can work on improving our inventory. We hope to get another chance and serve you better in the future.
Regards,
Travel Up
It fooled us into thinking we had a resort on the beach when all we got was a hotel with a walk to the beach
Good morning,
We are sorry to hear about the discomfort during your stay at the property due to shortage of amenities 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.
We apologize for the inconvenience caused.
Regards,
Travel Up
THERE WAS NO BOOKING.
THE CARD YOU GAVE TOT HE BOOKING HOTEL WAS DECLINED AND I HAD TO REPAY FOR MY HOTEL AND HAD TO DISPUTE THE CHARGE FROM YOU TO MY CREDIT CARD
Good afternoon, Amandeep,
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 - hotels@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
Travelup
Trying to cancel reservation. TravelUp makes it difficult to cancel even though reservation was booked with flexible cancellation policy
Good afternoon,
We are sorry to hear about your negative experience with us. We are very glad to see your issue has since been resolved.
We apologise for any inconvenience that may have been caused at this time.
Kind Regards
TravelUp Team
Fast and easy to book online it had the best price for my money the hotel I booked had double the price
Good afternoon,
Thank you so much for taking the time to leave us a 5 star rating - it's much appreciated!
Please keep us in mind for your future travel plans.
Kind Regards
TravelUp Team
Had extra fees when we signed into the hotel. These fees were not noted when we booked it it was an extra $20 a night in the hotel was horrible.
Dear Debbie,
Any extra resort fees are mentioned in the section 'about the hotel' when making a booking. All resort fees are paid directly to the hotel on a daily basis as is becoming very common among hotels.
We apologise if this has not been clearly shown and we will look into making this information easier to find for our customers
Kind regards, TravelUp Team
I looked at the booking options on Tripadvisor and saw that Travelup was the best deal. The booking process was easy.
Good afternoon,
We are glad to know that you liked our online booking procedure and found it easy.
Thank you for your booking with us.
Team Customer Relations.
Really bad experience. They don't pick up the phone. It's just sad! I'm already 50 min on the phone without picking up. Really really bad
Good morning,
We are sorry that our team failed to return the call after your multiple requests were made.
Your feedback will be shared with the relevant team to ensure they are all made aware of the importance of returning calls promptly.
Should you have other queries, please feel free to reach out again at - admin@travelup.com since you may experience a long hold on calling due to the high volume of calls.
We appreciate your patience.
Regards,
Travelup
When I arrived at hotel they did not have me on the list of reservation to this day I stil don't know if I got matter reserved
Good afternoon,
We are sorry to hear about your negative experience with TravelUp.
If you still require further assistance with your booking please do contact the team at +1 646-844-9197. If you cannot wait on the line to speak to our hotel admin team, please email us at hotels@travelup.com.
Kind Regards
TravelUp Team
I had a horrible experience with travel up. They immediately took my money after booking a hotel and did not have confirmation that my room was book, I called everyday to check the status and nothing changed. The staff was not helpful at all and nobody knew what was going on, every time I called I was on hold for 30mins to an hour and my issues was never resolved. After speaking to a supervisor and him claiming they were trying to contact the supplier and didn't have a response for a more then a week I just decided to cancel the booking. I am going on a business trip and needed firm confirmation that I would have somewhere to stay when I arrived in NYC they did not put me at ease. After being told by a supervisor name Ethan that I would get a full refund because of the issues they still did not refund me my full amount. So I will be telling every one I know DO NOT BOOK ANYTHING THRU TRAVEL UP. I book 3rd party hotels, car rentals,& flights all the time and Travel up is by far the worst one yet.
Good morning,
Very disappointed to see you have had a negative experience with TravelUp.
We have checked your booking and will firstly apologise if you felt the customer service was not up to standard.
Unfortunately your booking was always confirmed but as explained to you in an email 'TravelUp act as an agent for many international hotel suppliers. If you have received confirmation from us then your booking has been confirmed, some hotel chains hold booking information in a central system and then pass the guest names to the individual hotel a few days before arrival'. The supplier can confirm the booking just days before in some cases but they do always confirm. During these COVID-19 times contacting our suppliers has been far more difficult causing delays like you had experienced
You then cancelled on your own terms and were charged an administration fee which was originally much higher and was reduced by TravelUp due to goodwill despite our supplier still charging us.
We apologise if you felt any inconvenience during this time.
Kind regards, TravelUp
So far easy to book a room and the room was ok for one night and it was a smoke free room but it smelled like smoke
Good morning,
Thank you for your 5* review and comments, we are glad to know that you liked our online booking procedure and found it easy.
Please visit our website again for the most amazing deals.
Team Customer Relations.
The service was good and I was able to speak to a customer service person on the phone in a timely manner.
Good morning, Calvin,
Thank you for sharing your 4-star review.
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 with your hotel voucher and will be in touch with you through email with an update.
Please write to us at - admin@travelup.com and share your booking reference number, for us to investigate accordingly.
Regards,
TravelUp
Very bad experience. Post the confirmation and payment is done, reservation is cancelled. Also money is not refunded. Very bad experience.
Good afternoon Pallavi,
We are sorry to learn about the challenges you faced.
We aim to provide the best possible customer satisfaction and would like to take the opportunity to rectify this situation and make it right for you.
Please write to us at hotels@travelup.com so one of our team members can assist you.
Regards,
TravelUp
Not received my e-ticket. Amount debited from my account. My travel details not showing in my trip section in the app.
You won’t be short of choices when you book, we offer flights, hotels and package holidays to anywhere in the world. We work with over 200 airlines and offer over 400,000 hotels to bring you the best deals to destinations you love and with our flexible payment options, you could jet off sooner than you think.
Want to get off the beaten track? We can offer bespoke tours and holidays so you can be sure you tick absolutely everything off your bucket list! Our experienced agents will be able to help you with any questions or queries you may have too and can book everything from car hire to transfers to attraction tickets, making your holiday stress and hassle free.
But don’t just take our word for it, we’ve grown at such a rapid rate that in 2018, we were listed on The Sunday Times Virgin Atlantic Fast Track 100 where we came 37th. We’ve also been nominated for Best Online Retailer and Best Flight Booking Website by the British Travel Awards in 2019, as well as our CEO picking up the EY Entrepreneur of the Year’s Scale Up award for London and the South region.
We’ve upped our travel game, up yours!
At TravelUp, it’s our commitment to be as transparent as possible with our customers. We work with an independent partner, Airlineratings.com to keep track of the service and safety levels of all the airlines we work with. Not only does this keep us up to date with the latest information, it can also help you make an informed choice when choosing who to fly with.
We take issues seriously and do our best to resolve them as soon as possible and in a way that will benefit all involved.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- 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 morning,
We are glad to know that you liked our online booking procedure and found it easy.
Thank you for your booking with us.
Team Customer Relations. `