Overview
TravelUp has a rating of 3.2 stars from 1,564 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with TravelUp most frequently mention best price, easy process and hotel room. TravelUp ranks 10th among Discount Travel sites.
Instant Feedback
Terrible so far, booked a resort through them over 24hrs ago, still no confirmation email even though site gave me a booking confirmation. I called and guy at help desk was rude. Currently over 24hrs later and I'm on hold trying to call again to find out why my booking still is not showing even though the charge showed on my account yesterday. E-mailed help desk twice so far no reply. Would never book through them again.
Ive been trying to switch the dates on my hotel stay and filled out the amended form, but no one has got back to me. At this point I'm thinking I will cancel and book with someone else.
Hello, how are you? I wanted to open a reservation for my reservation. When I arrived at the hotel, they couldn't find my reservation. After waiting a long time, I was surprised to be charged a resource fee (internet and other hotel services, in the amount of $52 per room. My reservation didn't say anything about this. By the way, they said that only Booking.com customers are exempt from the fee, meaning that I can no longer buy reservations with you. I will have to contact Booking.com.
Good evening, Andre.
Thank you for bringing this to our attention.
We sincerely apologise for the inconvenience you experienced during your hotel check-in. We understand how frustrating it must have been to face delays and unexpected charges, and we deeply regret any stress this may have caused.
At TravelUp, we strive to ensure all our customers have a seamless experience, and we take issues like this very seriously. While resort fees are often determined and charged directly by the hotel, we understand the importance of transparency and ensuring our customers are well-informed prior to their stay.
We would like to investigate your case thoroughly to understand why this fee was applied and why your reservation could not be located upon your arrival. We kindly ask you to email us at hotels@travelup.com with your booking details, including your reservation reference number and any supporting documentation. Our team will liaise with the supplier and the hotel on your behalf to resolve this matter promptly.
We value your feedback and want to assure you that we are committed to improving our service. Please allow us the opportunity to address this issue and regain your confidence in TravelUp.
Thank you for bringing this to our attention, and we hope to resolve this to your satisfaction.
Kind regards,
TravelUp
I was not able to change the name on the overall booking or the name on the card, the website just automatically assumed that the first name on the booking was the one responsible for all of the other rooms and the one on the card!
Good evening,
Thank you for taking the time to share your feedback.
We sincerely apologise for the inconvenience and frustration you experienced while managing your booking. We understand how important it is to ensure all details are accurate and how this situation could have caused frustration.
After reviewing your reservation and conducting several tests on our website, we found no technical oversight. The website operates entirely based on the information provided by passengers at the time of booking. Before finalising the reservation, we sent you a booking confirmation to review and provide your consent, as we are not permitted to proceed without your approval.
Our records show that the names in the booking confirmation you approved match those on the final reservation. If there was an error in the provided details, declining the confirmation and contacting us would have allowed us to address the matter before finalisation.
That said, we can see that our Hotels Team has already forwarded this issue to the supplier on your behalf. We are actively following up and will get back to you as soon as we receive any updates.
We truly value your feedback and are committed to improving our services. Please do not hesitate to reach out if you have any further concerns.
Kind regards,
TravelUp.
It was hard to get a person on the phone with you. Customer service just seem to be off had to ask for extra towels and it was further away from downtown then we thought.
All was well... so far. Cannot think of anyhting else that i could report about this booking process so how can i add fifty characters to what i have already mentioned?
I accidentally booked the wrong dates (due to automatic settings, wanted same night and it was set 2 weeks in future) and tried to work through your website to adjust my booking. It would not recognize my booking number, and I had no recourse.
Good evening, Angie.
Thank you for sharing your feedback, and we are truly sorry to hear about the difficulty you encountered when trying to adjust your booking.
We completely understand how frustrating this situation must have been, especially when dealing with time-sensitive travel plans.
Please allow us to clarify that all necessary contact information, including our phone numbers, is provided in the booking confirmation email sent at the time of reservation. We regret if this detail was missed or if there was any confusion in locating the information.
To address your concern promptly, we kindly request you to email us at hotels@travelup.com with the updated dates you wish to book. Our team will review your request and assist you in making the necessary changes as quickly as possible.
We value your feedback and will review our system to ensure smoother usability in the future. Your experience highlights areas where we can improve, and we are committed to working on those aspects to serve our customers better.
Thank you for bringing this to our attention, and we hope to resolve this matter swiftly for you.
Best regards,
TravelUp
They canceled my reservation because they said I didn't double check with my bank on the transaction made. All this was very unclear. Very disgusted. I'll use another airline.
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.
We feel we were gouged by this service. We were overcharged by a lot. From the hotel to the ship a taxi would cost $21. You charged us $74!
Live and learn! Beware!
Good afternoon, George.
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
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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- 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, Michelle.
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