Overview
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
Comfortable room. Excellent breakfast. Location a bit quirky
The experience was easy but I would have liked to wait to pay when I got there.
Good afternoon, Christopher,
Thank you for your 4-star review!
We’re really pleased to hear that you found the booking experience easy — that’s exactly what we aim for at TravelUp. We also appreciate your feedback regarding payment options. While many of our rates require prepayment to secure the best deals, we do understand that some travellers prefer the flexibility of paying at the property.
We’re always working to expand our range of options, and your feedback helps us better tailor our services to what our customers value most. We hope to welcome you back soon and offer an even better experience next time.
Best regards,
TravelUp
To many things to go through to book.not sure why I need to do this
Good afternoon, Mason.
Thank you for sharing your feedback with us.
We’re sorry to hear that you found the booking process more complicated than expected. At TravelUp, we aim to make travel planning as smooth and straightforward as possible, and we truly regret that your experience didn’t reflect that.
Some steps in the booking process are in place to ensure security, accuracy, and compliance with travel provider requirements — but we understand it shouldn’t feel like a hassle. Your comments are valuable, and we’ll certainly review them as we continue to improve our platform and processes.
We appreciate you choosing TravelUp and hope to offer you a simpler and more seamless experience next time.
Best regards,
TravelUp
I booked a flight with them at the start of August 2024, that flight was cancelled by the airline on 28th of August and I contacted them to get a refund. It is now January 2025 and I still haven't got my refund and haven't got any clear indication as to when I would be getting it.
First of all they are not refunding me the booking fee and admin fee which I think is very unfair because it wasn't my choice or in my hands that the flight got cancelled.
Also, I have been calling them and emailing them continuously throughout this 4 months and each time their answer is we're processing your refund.
Lastly, they clearly state that "Refunds are processed by us within 48 hours but can take 7-10 days to be returned to your account as these are subject to the timescales imposed by the card issuer." Which is completely false advertising.
And I know for sure that this is not the airline's fault because my sister was also booked on the same flight but through Lufthansa and they refunded her a week after it was cancelled.
I'd definitely advise against booking through them.
Good evening, Melika.
Thank you for sharing your feedback, and we sincerely apologise for the frustration and inconvenience you’ve experienced regarding your refund process. We understand how disappointing this situation has been, and we truly empathise with your concerns.
We would like to clarify that when you made your booking, you agreed to our terms and conditions. These terms explicitly state that regardless of whether a cancellation is voluntary or involuntary, an admin fee is required to process the refund, and the booking fee is non-refundable. While we understand your dissatisfaction with these charges, we are unfortunately bound by these terms, which apply uniformly to all bookings.
Regarding the delay in processing your refund, we regret to inform you that it is due to the airline's timeline for refunding canceled flights. Refunds are processed by airlines in the order they are received, and while we are actively following up, the pace of processing is beyond our control. It is important to note that different bookings and agents may experience varying timelines depending on the airline's process and workload.
Please rest assured that we are closely monitoring your refund request and will update you promptly once we receive the funds from the airline.
We value your feedback and will continue working to improve our services and communication. If you have further questions or concerns, please feel free to reach out.
Kind regards,
TravelUp
Super easy site to navigate with helpful details about the properties.
Good afternoon, Kevin.
Thank you so much for your 5-star review!
We're delighted to hear that you found our site super easy to navigate and that the property details were helpful in making your decision. At TravelUp, we focus on creating a user-friendly experience with clear, useful information to help our customers feel confident when booking.
Your positive feedback means a lot to us, and we’re so glad we could help make your travel planning easier. We look forward to assisting you with many more trips in the future!
Best regards,
TravelUp
The booking process was very quick and easy to navigate. I appreciate that!
Good afternoon, Bonni.
Thank you for your fantastic 5-star review!
We’re so pleased to hear that you found the booking process quick and easy to navigate — that’s exactly what we aim for at TravelUp. Making travel planning simple and stress-free is one of our top priorities, and it’s great to know that we delivered that for you.
We truly appreciate your kind words and look forward to helping you with your future travel plans.
Best regards,
TravelUp
Easy to book online. No complications whatsoever. Thank you Travel Up
Good afternoon, Ossama.
Thank you so much for your 5-star review!
We’re thrilled to hear that you found the online booking process easy and complication-free — that’s exactly the kind of seamless experience we aim to provide at TravelUp. It’s always rewarding to know that everything went smoothly for our customers from start to finish.
Thank you for taking the time to share your feedback, and we truly appreciate you choosing TravelUp. We look forward to helping you with your next trip!
Best regards,
TravelUp
I knew it was silly buying from a travel agency in the 21st century. They are an ineffective middle man who will make things far more complicated than they ever have to be.
Purchasing through their system caused a number of issues and by the time I checked out the flight had changed without it being made clear during the purchase process. Immediately after purchase I tried to manage my booking but they don't allow you to manage your flight online. I emailed them to change the flight got a reply later in the day saying that I had an hour to respond in order to change without fees. As I don't check my email that often I missed the boat and now they want to charge £400 for the change 25% of the ticket price.
Avoid the hassle buy directly from the airlines.
Good evening, Matheus.
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience and understand how frustrating this situation must have been for you.
We’ve reviewed your booking in detail and would like to clarify a few important points. The flight confirmation sent to you at the time of booking was generated by our automated system, which reflects the exact flight details selected by you during the purchase process. We can confirm that the itinerary ticketed matches the options you selected and agreed to at checkout, meaning there was no discrepancy or change introduced on our end.
Regarding your request to modify the booking, we sincerely regret the inconvenience caused by the limited time window for free changes. Unfortunately, the conditions for amending or cancelling a ticket are governed by the fare rules set by the airline, not TravelUp. These rules apply regardless of whether the booking is made through a travel agency or directly with the airline. In this case, the airline imposed a deadline for making changes without penalty, which we passed on to you as soon as we received your request.
We always aim to communicate these details clearly and promptly, but we understand that missing the email window added to your frustration. Your feedback has been shared with our team to see how we can improve communication around time-sensitive matters like these in the future.
We truly regret that your experience did not meet expectations and appreciate you giving us the opportunity to respond.
Kind regards,
TravelUp
I used Travel Up for the first time for my hotel reservation. Completing my reservations using the TravelUp was straightforward.
Good evening, Dany.
Thank you for taking the time to leave us a review and for choosing TravelUp for your first hotel reservation!
We're so pleased to hear that the booking process was straightforward and met your expectations.
We’re always striving to make travel planning as simple and hassle-free as possible, so it’s great to know we delivered that for you.
We look forward to helping you with your future travel plans. Thanks again for booking with TravelUp!
Warm regards,
TravelUp.
Our flight was cancelled so we missed the hotel reservation.
We tried Many time to cancel the reservation but Travel Up did not recognize our confirmation code.
Extremely disappointed in the whole experience. We will never use Travel Up again.
Good evening, Sheldon.
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
Great price. Reservation was easy and the hotel check-in was smooth.
Good afternoon, Danielle.
Thank you for your fantastic 5-star review!
We're so pleased to hear that you found our prices great and the reservation process easy. It's also wonderful to know that your hotel check-in went smoothly — that's exactly the kind of hassle-free experience we aim to deliver at TravelUp.
Your feedback means a lot to us, and we're glad we could help make your trip a pleasant one from start to finish. We look forward to assisting you again on your next adventure!
Best regards,
TravelUp
If I could give them less than 1 star I would. I wanted to change my payment method and they basically told me I'd need to lose my initial payment and then rebook with my desired method of payment.
Will not use them again for anything.
Good evening, Robert.
Thank you for taking the time to share your feedback.
We are truly sorry to hear about your disappointment and understand how frustrating this experience must have been for you.
We would like to take this opportunity to clarify the situation. Once a reservation is booked and the tickets are issued, the mode of payment cannot be changed, as this is a restriction imposed by the airline’s ticketing and payment policies. You contacted us after the tickets had already been issued, and at that point, the only way to alter the payment method would have required canceling the reservation. Unfortunately, as per the fare rules set by the airline, the tickets were non-refundable, making this option unsuitable.
We deeply regret any inconvenience caused by this policy and assure you that we aim to provide clear communication about such restrictions during the booking process. Your feedback is invaluable to us, and we will review how we can improve our processes to make such scenarios clearer in the future.
We truly hope you will consider giving us another chance in the future so we can provide you with a much smoother experience. Should you have any further questions or concerns, please don’t hesitate to contact us directly.
Best regards,
TravelUp
Booking was easy, except for the fact that I am told to use vouchers (!) when checking in. I did not have to do that for the past years.
Good evening, Renate.
Thank you for your feedback! We're pleased to hear that the booking process was easy for you. However, we do apologize for any confusion caused regarding the use of vouchers at check-in.
We understand how this might be a change from your previous experiences, and we appreciate you bringing it to our attention. Vouchers can sometimes be a requirement depending on the specific hotel or booking conditions, and we're always working to ensure that our customers have the smoothest experience possible.
If you have any concerns or need assistance with using your voucher, please feel free to reach out to us at hotels@travelup.com, and we'll be happy to help further.
We truly value your feedback and look forward to assisting you on your next trip!
Warm regards,
TravelUp.
First time using and was very easy to book. I was using Trivago and found the Hotel reservation at the best price.
Good evening,
Thank you so much for your wonderful 5-star review! We're thrilled to hear that your first experience with TravelUp was easy and that you found the best price for your hotel reservation.
We work hard to provide competitive pricing and a seamless booking experience, so it's fantastic to know we met your expectations. It's great that you chose us after comparing options on Trivago, and we’re so happy we could offer you the best deal.
We look forward to assisting you with all your future travel needs, and thank you again for choosing TravelUp!
Best regards,
TravelUp.
Travel Up booked me into a hotel, that did not have any more rooms available. Then the hotel called me and said I needed to cancel and ask for a refund. I contacted Travel Up by phone and they said I needed to e mail. Which I immediately did. No answer that evening so I spent a sleepless night. The following morning I emailed both Travel Up and the hotel again. Fortunately the hotel made an accommodation with a much more expensive room and offered me a substantial credit. Hotel is a winner. Travel Up not so much…
Good evening, Virginia.
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
Pricing was great, but still have not received any confirmation of the reservation. We have been charged though.
Good afternoon, Sommer.
Thank you for your feedback, and we're very sorry for the concern this situation has caused.
We completely understand how frustrating it can be to be charged without immediately receiving a confirmation — that’s not the experience we want any of our customers to have. While our pricing is designed to offer great value, we also aim to deliver a smooth and reassuring booking process from start to finish.
Please note that, as mentioned on our website and in our terms and conditions, in some cases it can take up to 72 hours for a booking to be fully confirmed, depending on the supplier and the rate selected. However, from our records, we can see that your reservation has now been confirmed and a confirmation email has already been sent to you.
If you’re still unable to locate it, please check your spam or junk folder, or feel free to contact our customer support team and we’ll be happy to resend it.
Thank you for bringing this to our attention, and we hope the rest of your travel experience goes smoothly.
Best regards,
TravelUp
Very easy and fast. It was very easy to follow and book the trip.
Good afternoon, Gary.
Thank you so much for your 5-star review!
We’re thrilled to hear that you found the booking process easy and fast! At TravelUp, we strive to make trip planning as straightforward as possible, so it’s wonderful to know that you had such a seamless experience.
We appreciate you choosing TravelUp for your travel needs and look forward to helping you with your future bookings. Thanks again for your positive feedback!
Best regards,
TravelUp
Went easy and fast, and was very clear on explaining everything
Good afternoon, Kim.
Thank you for your wonderful 5-star review!
We’re so pleased to hear that your booking experience was quick, easy, and clearly explained. At TravelUp, we focus on keeping things simple and transparent so our customers can book with confidence and peace of mind.
It’s great to know that everything went smoothly for you, and we truly appreciate you choosing TravelUp. We look forward to helping you with your future travel plans!
Best regards,
TravelUp
Very easy to complete reservation. Simple to do had no problems.
Good evening, Kimberly.
Thank you so much for your kind feedback! We're thrilled to hear that you found the reservation process very easy and had no issues along the way.
At TravelUp, we work hard to make sure your booking experience is as smooth and straightforward as possible, so it's great to know we’ve met that goal for you.
We look forward to helping you again on your next trip!
Warm regards,
TravelUp.
I've sent two messages to customer service wanting an explanation of my room and why it wasn't booked the way I saw listed. No response!
Good evening, Richard.
Thank you for your feedback, and we sincerely apologise for the frustration you've experienced. We completely understand your concerns about not receiving a response and the confusion surrounding your booking.
We aim to provide the best possible service, and it’s disappointing to hear we didn’t meet your expectations in this instance.
Due to a higher volume of calls and inquiries, our response times have been impacted recently, but we can confirm that your case has now been resolved. We appreciate your patience during this time and understand how important timely communication is.
Should you have any further questions or need additional assistance, please don’t hesitate to reach out, and we will ensure it is addressed promptly.
Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Best regards,
TravelUp.
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
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Good afternoon, Padraig.
Thank you for your 4-star review!
We’re glad to hear that you enjoyed a comfortable room and an excellent breakfast during your stay — it’s always great to know that key parts of the experience hit the mark. We understand your comment about the location feeling a bit quirky; sometimes unique settings can come with both charm and a few surprises.
We appreciate you booking with TravelUp and sharing your thoughts. Your feedback helps us continue to offer the best options to our travellers, and we hope to assist you again on your next adventure.
Best regards,
TravelUp