Our trip got cancelled due to the Covid 19 outbreak. We had booked a hotel through Travelup and when we inquired, they refused to refund our fee (paid in full upfront). We contacted the hotel directly and they indicated that they did not charge anyone for cancelling their reservations due to the outbreak, but that we would have to go through Travelup for a refund. Eventually, they refunded half of our payment and kept the other half even though they were not charged by the hotel. We will never use them again!