Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hotel was booked through an agency called Travel Up. When we arrived at the hotel we were treated rudely and ignored several times. We were promised a microwave and refrigerator through Travel Up and the hotel. I called 3 times before the trip to confirm we had the items and was told we would have them, both Travel Up and the hotel confirmed. We brought Thanksgiving dinner with us ( $190.00) only to find no microwave so the food was ruined.The rooms were supposed to be side by side, we were on different floors ( we had 2 rooms).The website describes the rooms as deluxe, with continental breakfast, there was nothing, the mattresses were worn out, the rooms and hallways were filthy as seen in the photos, cigarette burns in the carpet, very dirty and not recent dirt, and the walls were dirty. We were told they were renovating rooms however we did not get one of the new rooms nor was our rooms anything like described on the web *********** Up never informed up the hotel was under renovation and we would be getting an old nasty room. We asked for a cot and they said they did not have anything to offer us. They used a full sheet instead of a fitted sheet on the beds as noted in the photo. The following is from their web page : Be one of the FIRST to stay in our newly renovated rooms! Includes up to 20% Off Your Entire Stay and a $20 Daily FB Credit. What's more, enjoy a free late check-out until 2 pm to enhance your stay! Bed and Breakfast. Start the day right with the Bed and Breakfast Package! There was no fitness center.The photos look nothing like the rooms we received! I feel very deceived.We arrived and our room was not ready at 4:00, it was an hour and a half later we got to our rooms, and other people were checking in with a lot of the same complaints as us and they were not offered anything for their trouble. I am seeking a refund or at the very least a partial refund for misrepresentation. One room was in **** ****** and the other was in ******* ******.

• Initial Complaint

  Date:12/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11. 2024 , I attempt to book a hotel reservation with travelup for a stay at the *********************** in ***** from March 6- March 11, 2025. While attempting to book the reservation on my cellphone the website stated that my debit card transaction could not be processed. I called the customer service number and an agent stated the error maybe due to the fact that I am attempting to book the reservation on a cellphone , she advised me to use a desktop computer and that I should contact my bank due to transaction failure.Due to not having a desktop computer I went to another website to book my stay at *********************** in ***** using a credit card . After contacting my bank , the bank stated that my debit card was in fact charge by travelup. And the transaction never failed. The bank stated that it appear to have been a glitch in travelup system because travelup had tried multiple times to collect payment for the hotel reservation Although Travelup did send confirmation of the hotel booking after the fact. I explained to them that due to the glitch in their system I did not know the reservation was processed. And it never showed on my phone that it was processed or booked Travel customer service that handles disputes and who can only communicate by email refuse to provide me with a refund stating, that my non-cancellable reservations was processed on their end. And will not provide a refund inspite of a glitch in their website .Although I explained the website never showed that the booking was confirmed , and only that my card could not be processed . And the an agent on the phone state booking error has occurred while booking with cellphones , travelup refuse to provide a refund ********* ****** has attempted to have them return the money but with no success .

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24, 2024, I reserved online thru ************************ 3-night hotel stay in ***** from 11/10 to 11/13. I paid $386.09 to ************************ with my ***** ******** **** card. Right after that time, my fligh was changed and I only needed 2 nights to stay at that hotel in *****. I emailed ************************ to request a refund of the first night (see attachment). ********** refused. I disputed the charges to my ****.I arrived on the hotel (the same hotel I made the reservation) in ***** on 11/11 as planned. There was no reservation under my name thru **********. I had to pay my 2-night stay there AGAIN (see the attached receipt). On November 18, 2024, ***** **** sent me a letter and considered the disputed charge valid. ***** said ********** has the right not to refund the money although the service had never been offered based on their non-refundable policy. Today, December 9, 2024, I called ***** *************) to express my disagreement with them but ***** said the disputed time was expired (yesterday). I have no other option but file a complain to BBB. I strongly believe nobody has to pay for the service they never use. Secondly, even if ********** refused to refund my money, at least they should honor the reservation I had with them, meaning ********** should pay my 2-night hotel fees of $293.76

• Initial Complaint

  Date:08/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 3 rooms through TravelUp For August 9 & 10. Saying that no one expected ***** Hurricane/Tropical Storm to create such havoc in ********. The governor issued state of emergency for all of ******** and the *********** had also issued natural disaster warnings. I called the hotel we were advised not to come, they stated if the hotel is flooded when you arrive you will not be able to check in. They advised my reservation was through Priceline and to call and talk with a human to get 100% refunded so we could schedule another weekend. The hotel said they would approve it not to worry. This was a beachfront hotel they had **** warnings and coastal flooding. We did cancel our reservation through TravelUp and I abided by all there directions to request my refund. We paid ******* July 20th 2024 They refunded ******* Aug 13th 2024 Now that might be acceptable to some folks but not to me we are a 1 income family and we need 100% of what we paid them back so we can reschedule. Here is the email I originally sent with everything they should have needed to refund me. I did call Priceline *** and they said their policy was to refund under national disaster issues. So Im not sure what third party they refer to that would not approve my refund request for 100% of what we paid. Thank you for your help in hopefully resolving this to get the rest of my money back. We were looking forward to this deep sea fishing trip for my husbands 60 birthday. I wish I could control hurricanes.Emailsent: Booking Reservation :HTT-EDSX4V ************************ 8/7/2024 2:24 Weather for a location **************, ********, *** 78F Only active alerts are listed for the most recent time **** watch Coastal Flood Advisory Flood ************** ******* State of Emergency

• Initial Complaint

  Date:03/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday while booking a room through the travelup website for a room at the Travellodge in ******* ** for last night for which I'm 100 percent sure I put in right. When I got my itinerary back it had next week on there. I immediately called them and told them what happened they said they wouldn't and couldn't help me change the date. I just wanted the dates right.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told my 3 round trip tickets from *** to PHO through sun country on Nov *****th, 2023 would be $851, which was taken from my credit card. Then I go to check into my flight on the sun country airline website and am told I owe another $536.70 or I cannot fly!! Apparently this **************** shows low prices on their website and then claims the flight isnt available anymore so calls and says they found another flight the same times and price as you tried to book before, but you need to write I agree to an email they send to get that same price, but never said they were going to book it at that time as I said I wanted to see the flight info and pricing before they charged my card. They ran my card without my permission which I then placed on lock, but the CC company said I needed to wait until the charges went through to dispute. Never once was any verbiage provided when I wrote I agree, it was after the fact when I received that. Then they did a chargeback (on sun countrys view) which never got refunded to me and I ended up paying at least double what I had been told.

• Initial Complaint

  Date:11/03/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on or about 9/28/2023 through third party TravelUp for a hotel in ******** for ***** and 21. When I arrived, the hotel had trouble processing the reservation, and said they tried multiple phone numbers to reach TravelUp for help, but only got an answer on one and the recording said it was ONLY for new reservations. They tried for about 30 minutes but finally said the only way I could get a room was to pay for it independently of the TravelUp reservation, which I did at considerably more expense.I emailed TravelUp that night at the email address on their confirmation notice which stated they were available 24/7, but have still not received a reply.I called on or about Monday 10/27/23 and spoke with a man who said he would "check with his supplier" and get back to me. As of 11/3/2023I have not heard back from them.I sent a second email this morning requesting a refund, but the pattern so far is they do not respond.I was not able to use their service, it was in fact worse than useless because it cost me extra time and money that would not have been necessary had I not used them. I want a refund of $238.92 for the service they charged for, but did not provide.It probably could have been worked out if they had been available for the hotel to talk to for assistance.*********************

• Initial Complaint

  Date:08/31/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Travel up is a misleading company. I have booked a ticket from them and they made an error in issuing the ticket. They cancelled my ticket and made a rebooking and are charging me extra and saying that the specific dates I want to fly on the airline are not accepting checked baggage. This is such a lie because I called the airline and the airline said this is false. Now they are refusing to give me a refund. So Im stuck with a ticket on the dates I cannot fly on. I called the customer service agent and asked to speak to a manager he told me I have to make an appointment to speak to a manager, what kind of nonsense is this. I would not recommend using this company for any travel needs they are just out to get your money. Agent was speaking to my wife as if she was dumb and did not know what she was talking about, until I got on the phone and gave him a few words of my own he said I will hang up the call if I continue talking Ill mannered, it was only because he was talking to my wife like she was dumb. The call Centre is based somewhere overseas and the agents dont know what they are doing. This is unacceptable and a disgrace. How would the *** feel if this happened to them. Money does not grow on trees. This company needs to be investigated.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked travel at ********************* *********. Paid $518.76 (hotel reservation ID *********** to book the reservation and then subsequent message and booking did not provide a confirmation. I received a message that Travel Up will check with supplier for availability yet took my money. When called to complain, they simply said they would refund my money. They are collecting money and refunding for those who follow up. For those who don't follow up and believe they are booked for trip, they show up to a hotel to find out they are NOT booked. Its a great SCAM to get people's money for a company that is based overseas in ****** where they can invest money and then provide refunds. This NEEDS TO BE ADDRESSED and possibly looked into for a criminal fraud investigation.

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 6 tickets through Travelup last May for a flight from *********** to ****** with **************** (reservation Q5OSSY) The flights were canceled by BA on July 7 and we didn't rebook, however, we still have not been refunded the $519.79 owed us. I have contacted Travelup several times and they always pass the blame to BA. When I contact BA they say that Travelup needs to request a refund and that they have not done so. I was last told by Travelup that a refund was requested by them on Jan. 17 and that it could take up to 12 weeks but we still have no refund. This feels like fraud.