Terms and Conditions


These booking terms and conditions (“General Agency Terms “) govern all bookings that you make with Travel Up Limited whose head office is at 1 Zodiac House, Calleva Park, Aldermaston, West Berkshire RG7 8HN, UK.

The terms that apply may vary depending on whether you make a booking with us for a flight only or a Package, accommodation only or other separate holiday arrangements, ("Individual Components"). A "package" is a combination of Flight as one component and at least one of the following: - (i) transport (ii) accommodation (iii) another tourist service, providing those two or more components are sold to you at the same time at an inclusive price with full payment being made to the Company.

Anything else (e.g. air tickets only, air tickets and accommodation booked at different times or a cruise only) constitutes "other holiday arrangements" or "Individual Components" where the terms of each individual provider who agrees to provide you with travel arrangements (“Travel Providers “) also apply.


Arrangements: means a single travel component (being an Individual Component or other holiday arrangement), Flight-plus arrangement or Package holiday.

Accommodation Only: the provision of third party accommodation only.

Flight-plus arrangements: A Flight-Plus Holiday is where you purchase through us, at the same time or within a day of each other, a flight plus overseas accommodation and/or car hire from separate Travel Providers and as separate bookings (i.e. not a package holiday).

Package Holiday: means a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty four hours or includes overnight accommodation: - (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the Package.

Single travel component: means a booking in respect of accommodation only, flight only or any other booking in respect of a single travel component. All single travel components do not form part of a Flight-plus or Package Holiday arrangement.

The type of the arrangement you have entered into will be stated on the booking confirmation and any ATOL certificates issued for holiday bookings, the capacity in which we act differs depending upon the Arrangements and will be stated on the booking confirmation.

General Agency Terms:

If you book Individual Components with us, we will make the booking as an authorised agent only for the relevant Travel Provider as the supplier(s) or provider of the travel related service(s) (for example, among others the airline, tour operator, cruise company, amusement parks, accommodation or hotel supplier) and we will arrange for your contract to be made with the Travel Provider as supplier and subject to the Travel Provider's own terms and conditions which could limit or exclude liability to you, often in accordance with international conventions. Copies of the supplier's terms and the international conventions are available on request. As agent we accept no liability for the supply of these services except as otherwise expressly provided in these terms or by applicable law.

Your booking through us is subject to both these terms (which define and explain our obligations to you and the role that we play as agent) and the specific booking conditions of the relevant Travel Provider of the related service which set out, amongst others, your rights in the event that something goes wrong with the travel related service you have booked though us.

No contract will come into existence between us or any supplier until we accept your booking and we receive your full payment in cleared funds and issue a confirmation invoice. We reserve the right to refuse, at our sole discretion, any booking. For online bookings, the contract will come into existence upon acceptance of the booking conditions presented at the end of the booking process and once we have received your full payment in cleared funds.

When you make a booking, you confirm that you have the authority to accept, and do accept these terms and conditions on your behalf and on behalf of all members of your party and further, if you are making a booking for more than one person, you are deemed to be the designated contact person for every participant included on that booking and you confirm that you are responsible for all payments due from each and every party member for whom you are making a booking. You must be at least 18 years of age to make a booking.

By submitting a booking you warrant and confirm to us that you comply with those requirements. It is your responsibility to ensure that any information which you give us is accurate and that information which is given to you by us or any of our suppliers is passed on to all members of your party.

All contracts with the Company and all matters arising from them are subject to English law and to the exclusive jurisdiction of the courts of England and Wales. All services offered are subject to availability and confirmation.

For all payments made by credit or debit card in respect of any booking you agree not to make any repayment claim from the credit card issuer or your bank before pursuing any complaint with Travel Up in the first instance.


Bookings made by telephone:

If you make a booking by telephone you must provide us with all information which we require. You must also ensure that all information which you provide is accurate and that the credit or debit card you are using is your own or, subject to our agreement, if it is a third party's, that you have their express authorisation to use their credit or debit card and that sufficient funds are available to cover the cost of the arrangements which you book with us.

If we accept your booking, we shall debit payment from you and send you a confirmation invoice. From this point cancellation charges will apply: Please note that a telephone booking confirmation is as firmly confirmed as if it were made / confirmed in writing immediately. As soon as you receive the confirmation, please check the details carefully and inform us immediately, the very same day of the booking if anything appears to be incorrect as it may not be possible to make changes later.

Should you require a copy of the call recording for any reason an administrator fee of £35 will be applied.

Bookings made online:

If you book online, you must provide us with all information which we require. You must also ensure that the credit or debit card you are using is your own (or, subject to our agreement, if it is a third party's you have their express authorization, to use their credit or debit card) and that sufficient funds are available to cover the cost of the arrangements which you book with us.

When a booking is made online, we will email your booking confirmation and will hold your payment. Your payment will be verified against your booking, card holder details and if we are unable to issue your ticket due to fare or tax increases by the airline or we are not satisfied with the payment, we will contact you and if you are not satisfied we will refund you the full amount paid within 48 hours without any deduction. WE WILL NEITHER GIVE YOU ANY COMPENSATION NOR WILL WE PAY YOU ANY EXTRA CHARGES IF YOU PURCHASE YOUR TICKETS FROM ELSEWHERE. Once your payment is accepted and your ticket is issued only then does the contract come into existence and we will email you a confirmation invoice with electronic ticket receipt. We do not make any representation or warranty as to the availability of any package holiday, flight or Individual Components nor that our booking services are free from infection of viruses or anything else that has a contaminating or destructive effect on your property.


We accept no responsibility for and shall not be liable in respect of any loss or damage or alterations, delays or changes arising from unusual and unforeseeable circumstances beyond our reasonable control, including for example war or threat of war, civil unrest or disturbances, strife, industrial dispute including air traffic control disputes, terrorist activity, natural and nuclear disaster, fire or adverse weather conditions, volcanic activity epidemic, technical problems with transport, closure or congestion of airports or ports, cancellations of schedules by scheduled airlines or carriers. You can check the current position of any country by telephoning the Foreign and Commonwealth Office’s Travel Advice Unit on 0845 850 2829.


All fares are subject to availability. Once a confirmation invoice has been issued the price shown on that invoice may only vary as outlined below or if you amend your booking. Whilst every effort is made to avoid surcharges, the right is reserved to pass on any cost increase levied by the suppliers. No surcharge will ever be levied for air tickets after we have received full payment in cleared funds and tickets have been issued. (b) "Packages": Prices may only be changed to reflect government action, increase in transportation costs (e.g. airfares and cost of fuel), changes in dues and taxes (including VAT) or fees payable for services (e.g. landing taxes or embarkation/disembarkation fees at ports and airports) or to reflect fluctuations in exchange rates. In the case of an increase in cost the Company will absorb an amount equivalent to 2% of the invoice price (excluding insurance premiums and amendment charges) and you will be asked to pay the remainder. In the case of a decrease in cost of over 2% of invoice cost, a refund will be paid to you.

Complaints and Claims

If you incur any problems during your trip, it is essential that you bring them to the attention of the Travel Provider as supplier and our agent or staff as soon as it occurs to give us a chance to investigate and rectify. If the problem cannot be rectified, you must contact us, in writing, within 28 days of your return. If you do not raise the matter during your trip, this will affect any later claim you may make.


Please note that a flight described in your flight ticket as "direct" will not necessarily be non-stop. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. We are unable to make any special arrangements for you if you are delayed; these matters are at the sole discretion of the airline concerned.

In relation to flights, an infant must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of IATA's published fare.

Please note that where a sector of a flight itinerary is not utilized without contacting the carrier directly any remaining sectors may be subject to cancellation without further notification. Where this situation arises we are unable to accept responsibility for any costs incurred.

In accordance with EU regulations we are required to bring to your attention the existence of a 'Community list', which contains details of air carriers that are subject to an operating ban within the EU Community. The Community list is available for inspection at www.ec.europa.eu/transport/index_en.htm.

We reserve the right to change the airline in the event that the airline is blacklisted under the EU regulations. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.


You must telephone us or the airline at least 72 hours before the departure time shown on your ticket to confirm that there have been no changes. This applies to both outbound and return flights. We will not be liable for any additional costs due to your failure to reconfirm flights. Reconfirming your flight at least 72 hours before departure is a minimum requirement.


It is your responsibility to check that all travel documents issued are correct. The address for all documentation will be that given at the time of booking. Documents will normally be dispatched 7 days before departure. For bookings made within 14 days of departure it may be necessary for you to collect your air tickets at the airport at an extra charge. Any other vouchers will be posted / faxed to you direct. Scheduled airline tickets are sent by Royal Mail first class post. In the event of ticket loss or delay, it will be your responsibility to pay additional expenses incurred by us to arrange and post duplicate tickets. Guaranteed next day delivery can be arranged at additional cost, which can be advised at time of booking. LATE BOOKINGS may also require Special/Courier delivery of documents in which case we will tell you the charges at the time of booking.


Most airlines offer only electronic confirmation of your reservation, or 'e-ticketing', on certain routes. If you are travelling on an e-ticket route we can at your request provide you with a paper ticket where permitted. Where you make a request for a paper ticket, an administration fee of £30 per ticket will be levied in addition to any applicable airline charge.


We strongly recommend that you and all members of your party are covered by a policy of travel insurance. If you suffer from any disability or medical condition you must disclose this in advance to the insurance company. All insurance premiums are payable in full at the point of sale and are sold incorporating a 14 day cooling off period after which time some policies may be non-refundable and you should check at the time of purchase. The 14 day cooling off period only applies if you have not departed the UK or made any claim under the insurance policy.


If you are holding a ticket(s) on an airline which fails due to insolvency and has ceased flying, the money you have paid for your ticket(s) may be lost. As part of the requirements under our ATOL license issued by the Civil Aviation Authority to protect our customers, we undertake to ensure that, should this happen, our customers receive compensation for their loss to the extent referred to below. In the event of a scheduled airline failure as a result of an insolvent winding-up: prior to commencement of a passenger's trip, all monies paid by the passenger either as a deposit, or as the case may be, as the price for the scheduled airline ticket(s) will be refunded to the passenger in full; or After the passenger's trip has commenced: the sum equivalent to the price paid for the ticket(s) for such scheduled airline flights forming part of the trip as were cancelled as a direct result of the airline failure will be refunded to the passenger in full; or if the trip is curtailed forthwith upon the airline failure, the cost of direct return transportation to the United Kingdom to a similar standard to that originally booked as part of the trip, such return flight commencing at the point of curtailment of the trip as the direct result of the airline failure. As a fee for our administering both the claims and/or the repatriation of passengers we will charge each customer a nominal administration fee for this service. This fee forms part of the cost of each airline ticket purchased from us and is not optional.


You are responsible for checking all these items and ensuring your travel documents are in order

Passport and Visa:

You must consult the relevant Embassy or Consulate for this information. Requirements may change and you should check the up-to-date position in good time before booking/departure. We accept no liability if you are refused entry onto the flight or into any country due to failure on your part to carry the correct passport, visa or other documents required by any airline, authority or country. You must have a passport which is valid for six months after your intended date of return. You must ensure you have correct visa and health entry requirements for all countries visited including countries you may just be transiting through. This includes all stops made by the aircraft even if you do not leave the aircraft or airport.( USA note: International travellers who are seeking to travel to the United States under the Visa Waiver Program are now subject to enhanced security requirements. All eligible travellers who wish to travel under the Visa Waiver Program must enquire and apply with the US authorities about the requirements which apply to you before you book).


Recommended inoculations for travel may change at any time and you should consult your doctor on current recommendations before you depart. Health requirements for your holiday destination are outlined at the Department of Health website www.gov.uk/government/organisations/department-of-health. You can also get health advice by calling NHS Direct at 020 7210 4850. It is your responsibility to ensure that you obtain the recommended inoculations, take all recommended medication and follow all medical advice in relation to your trip.


When you book with us, you accept responsibility for any damage or loss caused by you or any member of your party. Payment for any such damage or loss must be made at the time direct to the accommodation owner or manager or other supplier. If you fail to do so, you must indemnify us against any claims (including legal costs) subsequently made against us as a result of your actions we expect all clients to have consideration for other people. If in our reasonable opinion or in the opinion of any other persons in authority you are behaving in such a way to cause or to be likely to cause distress, danger or annoyance to any third party or damage to property, all suppliers (e.g. hotel managers, airline pilots) and the Company have the right to terminate arrangements made on your behalf, in which case the Company’s responsibility to you ceases immediately and there can be no refunds, no payment of compensation and no reimbursement of any cost or expenses you may incur as a result.

Terms applicable to the sale of Packages

We will accept responsibility for the Package Holiday Arrangements (“Tour”) we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992. Subject to these Terms of Business, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these Terms of Business and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

Your booking is not confirmed until you receive a booking confirmation.

In completing your booking with us you are accepting both our Terms applicable to the sale of Packages and the General Agency Terms.

Once your booking is confirmed you have entered into a legally binding contract with us for the arrangements.

We have arranged ATOL protection for Package Holidays (defined above) booked and our ATOL number is 7227.

Terms applicable to Flight-Plus Sales

You may decide to make one or more bookings with us at the same time. Please note that, irrespective of the various products you book, for example a flight booking or a hotel booking, each booking is a separate booking and your bookings, even though they may be linked to the same dates of travel, do not constitute a package as defined in the Package Travel, Package Holidays and Package Travel Regulations 1992 ("Package Travel Regulations 1992") nor the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 1995, Amended 2003 ("ATOL Regulations").

On Flight-Plus Holiday bookings, your money is ATOL protected meaning that you will be able to continue with your holiday or suitable alternative holiday (at no extra cost) or receive a refund of the amount paid to us in the unlikely event of our insolvency or the insolvency of one or more of your Travel Providers.

Please note that a Flight-Plus Holiday booking will cease to exist if you cancel a booking component of your holiday arrangement and as a consequence the definition of a Flight-Plus Holiday, as detailed above, ceases to be met. This means that ATOL protection will then no longer apply to your holiday Arrangements.

In respect of Arrangements other than Packages Travel Up is not a tour operator. This means that we do not arrange or create combinations of travel products; we simply facilitate your connection to those who do provide or arrange travel products (whether singly or in combination) such as airlines hoteliers, car hire companies, tour operators etc. Essentially we are an advanced search engine through which you can actually book any product which you have decided you want as a result of the web searches carried out through us. Travel Up acts strictly as agent only and accepts no responsibility or liability for any actual travel product or services booked or for the acts or omissions of those actually providing the travel product or services booked.

Age Requirements

Anyone under the age of 18 on the date of first travel is considered to be a minor. Minors must always be accompanied by an adult. One adult may accompany up to two minors. Unless otherwise indicated in the Tour description, the minimum age for minors travelling on any Tour is 12 years old.

All bookings with a minor are subject to review and approval by Travel Up. If the consent of a parent, guardian or any other person is required by applicable law for any minor to travel, the accompanying adult is responsible for securing all consents, documentation and ensuring that they and the minor(s) meet all legal requirements to travel, to enter into and depart from applicable countries and regions. Travel Up will not be responsible for any fees, damages, or losses incurred as a result of any failure to secure necessary consents, permits, and approvals.

Each adult on a booking with a minor or minor(s) is jointly and severally responsible for the behavior, wellbeing, supervision and monitoring of such minor(s), and jointly and severally accepts these Terms for and on behalf of any minor(s) on their booking, including all assumptions of risk and limitations of liability. Travel Up does not provide care services for minors and expressly disclaims any responsibility for chaperoning or controlling any minor(s).

Travel Up Is Not Liable For Third Party Suppliers

Travel Up makes arrangements with accommodation providers, activity providers, airlines, cruise lines, coach companies, insurance services, vehicle rentals, transfer operators, shore excursion operators, tour and local guides, and other independent parties (“Third Party Suppliers”) to provide you with some or all of the components of your booking. Third Party Suppliers may also engage the services of local operators and sub-contractors. Although Travel Up takes all reasonable care in selecting Third Party Suppliers, Travel Up is unable to control Third Party Suppliers, does not supervise Third Party Suppliers and therefore cannot be responsible for their acts or omissions. You acknowledge that Third Party Suppliers operate in compliance with the applicable laws of the countries in which they operate and Travel Up does not warrant that any Third Party Supplier is in compliance with the laws of your country of residence or any other jurisdiction.


Travel Up is not liable for the acts or omissions, whether negligent or otherwise, of Third Party Suppliers or any independent contractors.

Travel Up and its parents, subsidiaries and their respective employees, affiliates, officers, directors, successors, representatives, and assigns shall not be held liable for (A) any damage to, or loss of, property or injury to, or death of, persons occasioned directly or indirectly by an act or omission of any other provider, including but not limited to any defect in any aircraft, watercraft, or vehicle operated or provided by such other provider; and (B) any loss or damage due to delay, cancellation, diversion, or disruption in any manner caused by the laws, regulations, acts or failures to act, demands, orders, or interpositions of any government or any subdivision or agent thereof, or by acts of God, strikes, fire, flood, volcanic activity, war, rebellion, terrorism, insurrection, sickness, quarantine, epidemics, theft, or any other cause(s) beyond their control. You waive any claim against Travel Up for any such loss, damage, injury, or death.

In the event that any loss, death, injury or illness is caused by the negligent acts or omissions of Travel Up or of the Third Party Suppliers of any services which form part of the booking contract then Travel Up limits its liability, where applicable by all applicable international conventions.

Carriage of passengers and their luggage by sea, road or air is governed by International Convention relating to the Carriage of Passengers and their Luggage which are expressly incorporated into these Terms and any liability of Travel Up and the Carrier (as that term is defined in the relevant Convention) for death or personal injury or for loss or damage to luggage arising out of carriage by sea will be determined solely in accordance with this Convention.

In so far as Travel Up may be liable to you in respect of claims arising out of carriage by sea, road or air, Travel Up is entitled to all the rights, defences, immunities and limitations available, respectively, to the actual carrier and under the relevant Conventions, and nothing in these Terms will be deemed as a surrender thereof.

Notwithstanding anything to the contrary elsewhere in these Terms, Travel Up will not in any circumstances be liable to you for any loss or anticipated loss of profit, loss of enjoyment, loss of revenue, loss of use, loss of contract or other opportunity nor for any other consequential or indirect loss or damage of a similar nature.

Intellectual Property and copyright

Our mark is a registered trademark. Other products and company names identified on the Site may be the name, trademark, trade name, service mark, logo, symbol or other proprietary designation of Travel Up Hotels, its licensor or associated companies or a third party. The use on the Site of any name, trade name, trademark, service mark, logo, symbol or other proprietary designation or marking of or belonging to any third-party, and the availability of specific goods or services from such third-party through the Site, should not be construed as an endorsement or sponsorship of the Site by any such third-party, or the participation by such third-party in the offering of goods, services or information through the Site. We own the copyright to the Site. You may not use the intellectual property on the Site without Our specific written consent.

The Site contains copyright material, trade names and other proprietary information, including, but not limited to, text, software, photos, graphics and may in future include video, graphics, music and sound. The entire contents of the Site are protected by copyright law. We, and Our licensors, own copyright and/or database right in the selection, coordination, arrangement and enhancement of such content, as well as in the content original to it. You may not modify, publish, transmit, participate in the transfer or sale of, create derivative works, or in any way exploit, any of the content, in whole or in part.

Unless stated otherwise, the software required for Our Service or available at or used by the Site and the intellectual property rights (including the trademarks, service marks, logos, designs, copyrights etc.) in the contents and information and material on the Site are owned by Us, Our affiliated or associated companies, licensors, Accommodation Providers or the Accommodation. We do not assume any liability for copyrighted materials provided by those third parties or any intellectual property right infringements by such third parties.

You may use information from the Site for Your own personal use only. Except as otherwise expressly permitted under copyright law, no copying, redistribution, retransmission, publication or commercial exploitation of downloaded material will be permitted without Our express permission and that of the copyright owner. In the event of any permitted copying, redistribution or publication of copyright material, no changes in or deletion of author attribution, trademark legend or copyright notice shall be made. You acknowledge that You do not acquire any ownership rights by downloading copyright material.

We may provide hypertext links to other sites which are operated by other people. Using such a link, You acknowledge leaving the Site and proceeding at Your own responsibility.

Marketing material and feedback

By completing a booking, You agree to receive confirmation messages (email and/or SMS), as well as an invitation email to complete Our guest review form which We will promptly send to You after Your stay at the Accommodation, followed by one or more reminders. Completion is optional.

For clarity, the confirmation and guest review emails are transactional and are not part of the newsletters or marketing mails, from which You can unsubscribe (see Our Privacy Policy for more details). The completed guest review may be uploaded onto the relevant information page on the Site for the sole purpose of informing (future) customers of Your opinion of the service (level) and quality of the Accommodation. By giving Us Your feedback or posting a review, You grant Us the full, perpetual, free, transferable and irrevocable rights to all submitted user content, including Your name or alias. We reserve the right to translate, edit, adjust, refuse or remove material at Our sole discretion. In addition, You represent and warrant that (i) You own and control all of the rights to the user content that You post or otherwise submit, or You otherwise have the lawful right to post and submit such user content to or through the Site; (ii) such content is accurate and not misleading; and (iii) use and posting or other transmission of such content does not violate the Terms of Use or any applicable laws and regulations and will not violate any rights of or cause injury to any person or entity. You further grant Us the right to pursue at law any person or entity that violates Your or Our rights in the content by a breach of the Terms of Use. You agree You will be solely responsible for any user content You provide or submit.

Content submitted by You will be considered non-confidential and We are under no obligation to treat such content as proprietary information. We are under no obligation to offer You any payment for content that You submit or the opportunity to edit, delete or otherwise modify content once it has been submitted to Us. We shall have no duty to attribute authorship of content to You, and shall not be obligated to enforce any form of attribution by third parties. Please refer to Our Privacy Policy on the Site for more details.

If it is determined that You retain moral rights (including rights of attribution or integrity) in the content, You hereby declare that (a) You do not require that any personally identifying information be used in connection with the content, or any derivative works of or upgrades or updates thereto; (b) You have no objection to the publication, use, modification, deletion and exploitation of the content by Us or Our licensees, successors and assigns; (c) You forever waive and agree not to claim or assert any entitlement to any and all moral rights of an author in any of the content; and (d) You forever release Us , and Our licensees, successors and assigns, from any claims that You could otherwise assert against Us by virtue of any such moral rights.

Scope of Service

Through the Site We provide an online platform upon which all types of Accommodation Providers can advertise their rooms for reservation and through which visitors to the Site can make such reservations. By making a reservation through the Site, You enter into a direct (legally binding) contractual relationship with the Accommodation Provider with which You choose to book. We act solely as an intermediary between You and the Accommodation Provider, transmitting the details of Your reservation, taking payment and sending You a confirmation email for and on behalf of the Accommodation Provider.

When providing Our Service, the information that We display is based on the information provided to Us by Accommodation Providers themselves. As such, the Accommodation Providers are given access to an extranet through which they are fully responsible for updating all rates, availability and other information which is displayed on Our Site. Although We will use reasonable skill and care in performing Our Services We will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can We be held responsible for any errors (including content and images), any inaccurate, misleading, untrue or omission of information. Each Accommodation Provider remains responsible at all times for the accuracy, completeness and correctness of the information (including the rates and availability) displayed on Our Site. Our Site does not constitute and should not be regarded as a recommendation or endorsement of the quality, service level, qualification or grading (star rating) of any Accommodation made available.

Our Service is made available for personal and non-commercial use only. Therefore, You are not allowed to re-sell, deep-link, use, copy, monitor (e.g. spider, scrape), display, download or reproduce any content or information, software, products or services available on Our website for any commercial or competitive activity or purpose.


Accommodation Providers may give You a range of options to secure Your room: by paying a small deposit, by making full payment at the time of booking or paying at the Accommodation. Where You only pay a deposit You must pay the full balance by the ‘balance due date’ notified to You. If full payment is not received, or We are unable to collect the balance for whatever reason by the balance due date specified, We will notify the Accommodation Provider accordingly and Your booking will be cancelled. You will be liable for any applicable cancellation fees.

It is important that You understand that payment at the time You are making Your booking does not in itself mean that Your booking is confirmed. Your booking is only confirmed when We send You an email confirmation of Your booking. Because We are making live reservations with various international Accommodation Providers We have to have the security that We have appropriate cleared payment from You and hence Your initial payment to Us is Your authority to Us to confirm Your booking with the Accommodation Provider. If unexpectedly in the short time between Your payment and Us seeking to confirm Your booking with the Accommodation Provider the Accommodation has become unavailable and We cannot obtain an alternative acceptable to You, You will receive a full refund of the money You have paid for that booking. Refunds can take up to 14 days to process.

Disclaimer of Liability






Law and Jurisdiction

To the full extent permitted by law, these Terms and the provision of Our Services shall be governed by and construed in accordance with English law and any dispute arising out of these general terms and conditions and Our Services shall exclusively be submitted to the competent courts in London, England or any other such Court as We deem appropriate.

Additional terms re mobile access

This section applies when You access Our Site using a mobile or tablet application such as a version of this Site optimised for use on mobile or tablet devices ("Mobile Access "). If You do not agree to be bound by this section of Our Terms You may not use or access the Mobile Access facilities and should, if applicable, delete any mobile or tablet application used for Mobile Access.

Mobile Access is data intensive. You are responsible for any carrier or other data charges incurred when using Mobile Access and We will not be liable for any charges You incur. We recommend You check with Your network provider if You are unsure of the charges that may apply.

Mobile Access will use Your device's cellular and/or Wi-Fi connection to synchronise content on the Mobile Access with the information on Our Site.

We have no control over Your device's network connection, and We therefore cannot represent or warrant that any information (including accommodation availability and prices) is correct or up to date. In the event of any discrepancy, content and prices published on the Site will always take precedence.

Mobile Access is currently only available in English, however other languages maybe available from time to time. In any event, the English version interpretation shall always take precedent.


If any provision of these Terms is or becomes invalid, unenforceable or non-binding, You shall remain bound by all other remaining provisions. In such event, such invalid provision shall nonetheless be enforced to the fullest extent permitted by applicable law, and You will at least agree to accept a similar effect as the invalid, unenforceable or non-binding provision, given the contents and purpose of these Terms.


Changes in *transportation costs, including the cost of fuel, *dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports and *exchange rates, mean that the price of your travel arrangements may change after you have booked. However there will be no change within 30 days of your departure. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your travel arrangements, you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid, except for any amendment charges. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice.


If you have any special requests, please advise us at time of booking. Although we will endeavour to pass any such requests on to the relevant supplier, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. If you have any medical problem or disability which may affect your arrangements, you must advise us in writing at the time of booking giving full details. Regrettably, many overseas destinations do not have even basic facilities required by disabled travellers. If we feel unable to properly accommodate your particular needs, we must reserve the right to decline/cancel your booking.


The Package Travel, Package Holidays and Package Tours Regulations 1992 require us to provide security for the monies that you pay for the package holidays booked with us and for your repatriation in the event of our insolvency. We provide this security by way of a bond held by the Civil Aviation Authority under ATOL number 7227 on behalf of Travel Up Limited. If you book other holiday arrangements the financial protection referred to above does not apply.


Travel Up Limited is a registered data controller under the data protection act 1998 with the information commissioner’s office and in order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements, we need to use the information you provide such as name and address, and any special needs/dietary requirements, etc.

We take full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as airlines, hotels, transport companies, etc. The information may also be provided to security or credit checking companies, public authorities such as customs and immigration if required by them, or as required by law.

Additionally, where your holiday is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not pass any information to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary or religious requirements. If we are unable to pass this information to the relevant suppliers, whether in the EEA or not, we cannot proceed with your booking. In making this booking, you consent to this information being passed on to the relevant authorities.



No booking will be confirmed unless the required deposit has been received by the Company. Deposits are non-refundable. Fares are not guaranteed until full payment has been received.


The balance must be paid by the due date shown on the confirmation invoice. Please note for some telephone bookings full payment may be required IMMEDIATELY at the time of booking i.e. before you receive our confirmation invoice. If this applies you will be advised when the booking is made. It is very important that you pay balances when they fall due because failure to do so may lead to the cancellation of your holiday/flights and still leave you liable to pay cancellation charges. Where an extra "booking charge" applies this will be advised at the time of booking. All credit card payments including PayPal are subject to a surcharge of 2% and debit card payments incur NO charge. All cheque payments require 7 days to clear. Until full payment has been received the price of your booking may increase as a result of fuel or other surcharges which may be imposed by suppliers. Please note we do not accept responsibility for cash sent by courier or post, even if sent by registered or recorded delivery post or any other special delivery. If you are travelling immediately (same day of booking or within three days of booking) and you do not meet the credit/debit card security measures, we may ask you to pay cash directly into our Bank Account.


Should your flight be cancelled your rights and remedies will be governed by the airline's conditions of carriage. As a result you may be entitled to: (a) Carriage on another flight with the same airline without additional costs; (b) Re-routing to your destination with another carrier with or without additional costs; (c) Receiving a full refund which we receive back form supplier/airline; or (d) Some other right or remedy. If a schedule change occurs to your itinerary prior to our receipt from you of the full price, or prior to the issue of your tickets (on either the outbound or return flight) we will do our best to notify you on behalf of the carrier. Should a schedule change occur to your itinerary after full balance/ticket issue, on both the outbound or return flights the relevant supplier’s decision will be final and amendment charges may apply.

Cancellation and changes by the Company

It is unlikely that we will have to make any changes to your travel arrangements however occasionally, we may have to make changes and we reserve the right to do so at any time. Most of these changes will be minor and we will advise you of them at the earliest possible date. We also reserve the right in any circumstances to cancel your travel arrangements. For example, if the minimum number of clients required for a particular travel arrangement is not reached, we may have to cancel it. However, we will not cancel your travel arrangements less than 8 weeks before your departure date, except for reasons of force majeure or failure by you to pay the final balance. If we are unable to provide the booked travel arrangements, you can either have a refund of all monies we receive back from supplier/airline or accept an offer of alternative travel arrangements of comparable standard from us; if available (we will refund any price difference if the alternative is of a lower value). If it is necessary to cancel your travel arrangements, we will pay to you compensation as set out in this clause, except where the reason for the cancellation is circumstances amounting to force majeure.

In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. Any changes to the actual airline will be notified to you as soon as possible. Such a change is deemed to be a minor change. Other examples of minor changes include alteration of your outward/return flights by less than 12 hours, changes to aircraft type, change of accommodation to another of the same standard.

If we make a major change to your holiday, we will inform you as soon as reasonably possible if there is time before your departure. You will have the choice of either accepting the change of arrangements, accepting an offer of alternative travel arrangements of comparable standard from us if available (we will refund any price difference if the alternative is of a lower value), or cancelling your booked holiday and receiving a full refund of all monies we receive back from supplier/Airline. In all cases, except where the major change arises due to reasons of force majeure, we will pay compensation as detailed below:

Period before departure within which notice of Cancellation or major change is notified to you Credit/compensation per full paying passengers (excluding infants)*

  • More than 56 days

    43 - 56 days

    29 - 42 days

    8 - 28 days

    0 - 7 days

  • NIL





* For children invoiced at reduced rates, credit/compensation will be paid on a pro rata basis of the adult rate

Changes & Cancellation by you

If you wish to change any item - other than increasing the number of persons in your party - and providing we can accommodate the change, you will have to pay an amendment fee per person. These fees can vary greatly and will be advised at the time changes are made. All changes must be confirmed to us in writing. Please be aware that some travel arrangements cannot be changed once a reservation has been processed and therefore amendment charges could be as great as the total cost of your holiday. Certain travel arrangements (e.g. restricted fare tickets) cannot be changed or cancelled after a reservation has been made and any alteration will incur a 100% cancellation charge.

Cancellation prior to departure

Should you or any member of your party be forced to cancel your holiday prior to departure, we must be notified in writing by the person who made the booking and who is therefore responsible for the payment of the cancellation charges CANCELLATION AFTER TICKET ISSUE: will result in loss of 100% of total cost of all travel arrangements in most cases. Please consult your reservation adviser.

CHARTER FLIGHTS carry a 100% cancellation fee both before and after ticket issue.

Airline Ticket Refunds

Many airline tickets are paid for in full at the time of booking and are not refundable if you cancel. In respect of any alteration to an APEX ticket or certain other special fare tickets, some suppliers (particularly airlines) may treat a name change as a cancellation and as such will not refund any monies. Where an outbound portion of your flight coupon is not used the return sector will be automatically cancelled by the airline and no automatic right to a refund exists for such part-used tickets. All other partly used tickets are normally non-refundable and cancellations made within 24 hours of departure are non-refundable.

Air tickets returned to us for a refund are subject to an administration charge of £75 per ticket, irrespective of the number of tickets returned and you will be required to pay a per ticket cancellation charge imposed by the airline or the consolidator pursuant to their terms and conditions. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline's or consolidator's terms and conditions. We recommend that you return such air tickets to us by special delivery post as we do not accept responsibility for documents mislaid or lost by the Royal Mail.

If a recoverable air ticket refund is less than the above administration charge, the ticket will be deemed to be fully non-refundable. An administration fee of £75 per ticket will be levied on any non-refundable ticket where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge the ticket will be deemed to be fully non-refundable. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds this is normally 6-8 weeks from the point the tickets are submitted for consideration to the airline.


You agree that we may use Personal information provided by you in order to conduct appropriate anti-fraud checks. Personal Information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.


We cannot be held responsible for continual destination development but we will endeavour to advise you of any building work that we consider will affect the enjoyment of your holiday.


If, for whatever reason, you check-out early from your pre-booked accommodation you are not guaranteed any form of refund for unused nights. The information given to you by hotel staff may be incorrect in respect of refunds. Our contracts are with our suppliers and not hotels/apartments/villas directly and we must adhere to their terms and conditions.


As we act only as a booking agent for the third party suppliers of your Individual Components, we have no liability if they are deficient in any way, nor do we have any liability for loss, personal injury or death however incurred unless caused by our negligence.


We reserve the right to record all telephone calls or record them randomly to ensure that our customer service is constantly reviewed.


It is not always possible to include all departure taxes on your ticket(s). In some cases departure taxes must be paid by you locally to the Government of the country you are departing from and are non-refundable by us.


These booking terms and conditions are governed by English law and the courts of England and Wales have non-exclusive jurisdiction. Additionally your accommodation booking may also be subject to local laws, customs and sensitivities, which may change from time to time.

Age & Fitness

All Clients must satisfy themselves prior to booking that they are fit and able to complete the itinerary of their chosen Tour.

Illness or Disability

Anyone suffering from illness or disability or undergoing treatment for any physical or medical condition must declare the true nature of such condition at the time of booking and make arrangements for the provision of any medication or other treatment required during the tour. Failure to make such disclosure will constitute a breach of these Terms and may result in such persons being excluded from the Tour in which case all monies paid will be forfeited and the Company will not be liable to pay any compensation whatsoever.

For persons with pre-existing conditions including but not limited to: illness, diabetes, pregnancy, asthma, gastric reflux, cancer, heart problems, epilepsy, respiratory or mobility problems you should visit a doctor for a personal medical examination obtaining a medical clearance that certifies you as fully able to participate in the tour as described within the company literature specific to your tour or tailored arrangements prior to booking. You are responsible for assessing whether a Tour is suitable for you. Travel Up does not provide medical advice. It is your responsibility to assess the risks and requirements of each aspect of the Tour based on your own unique circumstances, limitations, fitness level and medical requirements.

Where a clearance is not obtained and either you are not allowed to commence the Tour locally, or suffer personal injury or death as a result, we have no liability to you for any cost, loss or damage which you suffer nor will we refund you the cost of any unused portion of your travel arrangements.


Your booking is not confirmed until you receive a booking confirmation.

In completing your booking with us you are accepting both our Terms applicable to the sale of Accommodation and the General Agency Terms. Once your booking is confirmed you have entered into a legally binding contract with us for the Arrangements.


Hotel images featured in our brochures and website are used for illustration purposes only. Your specific hotel (where hotel accommodation is included as part of your chosen tour) may differ from the representation provided. Clients agree that any images taken of their likeness whilst a participant on tours provided by the Company or through the supply of image(s) by fellow clients can be used in any form of media for the Company.


In these terms and conditions references to 'We' or 'Us' or 'Our' are references to ‘Travel Up Hotels’, a trading name of Travel Up Limited, a company registered at 1 Zodiac House, Calleva Park, Aldermaston, West Berkshire, RG7 8HN, United Kingdom who own and operate the website traveluphotels.com (“Site”). References to 'You' or 'Your' are references to Site users and/or visitors. References to "Accommodation Providers" means the owner, provider or supplying agent of hotels, apartments, villas and other accommodation of any description featured on the Site and "Accommodation" means the accommodation itself including all facilities and services advertised on Our Site in connection with Your confirmed booking.

We only act as a booking agent for the Accommodation Providers advertised on this Site. These pages and the infrastructure of these pages, and the online accommodation reservation service provided through the website (the "Service") are owned, operated and provided by Us for Your personal, non-commercial use only, subject to the terms and conditions set out below. By using, browsing and/or visiting the Site (either via a mobile, desktop or any other platform including personal tablets) You acknowledge that You have read, understood and agree to these booking terms and conditions, Our website Terms of Use below and Our Privacy and Cookie Policy and You expressly consent and agree to be bound by the terms, as may be amended from time to time, and all applicable laws and regulations that govern this Site and Your booking (collectively “Terms”).

Your attention is drawn in particular to section 11 below called ‘Disclaimer of Liability’. If You do not agree to Our Terms please do not visit Our Site or complete a booking. These Terms shall also apply where bookings are taken via the telephone by one of Our sales staff.

In addition, the individual hotels and/or Accommodation Providers will have their own conditions which are incorporated in addition into these Terms which are available on request on when making a booking.

Terms of use

The Site is provided solely to assist customers in Your territory to determine the availability of Accommodation and to make legitimate reservations and for no other purposes. You warrant that You are at least 18 years of age, permanently resident in the territory and possess the legal authority to enter into this agreement and to use this Site in accordance with all Terms herein. You agree to be financially responsible for all of Your use of this Site (as well as for use of Your account by others, including, without limitation, minors living with You). You agree to supervise all usage of this website by minors under Your name or account. You also warrant that all information supplied by You or members of Your party in using this Site is accurate.

We reserve the right to cancel, amend or otherwise reject any booking where You fail to comply with the above.

Ratings and Reviews

Star ratings are used to symbolise the overall quality and level of standards of each accommodation type. The star ratings are based on criteria including the range of standard facilities, the quality of the furnishings, the quality and range of the food outlets, and the overall level of service. There is no uniform and consistent method of star ratings and as such they can vary significantly by country, and often within countries. Also, not all countries have rating systems. Therefore the rating displayed by the Accommodation Provider is only an opinion and should only be used as a guide. If We are provided an official rating by the Accommodation Provider, We will endeavour to include that within the accommodation description.

We may also display reviews from third-party websites such as Trip Advisor™. We have no control over such third-party websites or their content and make no endorsement of it. You should therefore make Your own judgment as to the suitability or otherwise of any Accommodation for Your own personal needs before booking.


Currency rates displayed on Our website are not verified or guaranteed by Us as being accurate and should be used as guidelines only. Exchange Rates are not updated every day and actual exchange rates may vary slightly. Your card provider may charge You different rates and/or include transaction charges which We have no control over. It is Your responsibility to ensure You understand all the charges that apply when making a payment to Us.


The tax charge on TravelUp hotel transactions is a recovery of all applicable transaction taxes (including but not limited to sales and use, occupancy, room tax and excise tax) that TravelUp pays its suppliers in connection with your travel arrangements. Taxability and the appropriate tax rate can vary greatly by location. The actual tax cost paid to the supplier may vary from the tax recovery charge, depending upon the rates, taxability in effect at the time of the actual use of the hotel by a customer and we are under no obligation to account to you or refund you in this regard.

Local Additional Charges by Accommodation Providers

Please note that all prices on the Site are for Your Accommodation reservation only and are for the requested stay dates and for the number of people indicated. The Accommodation reservations rates are displayed per room and per night. Except where indicated otherwise, We will typically, but not always, display the rate exclusive of any local sales tax and service charges, and display these additional taxes and service charges separately during the booking path. Without prejudice to what is set out below, You will always see the applicable charges or the total price displayed prior to confirming Your booking. Display settings may vary but additional taxes and service charges will be shown on the final booking page (before the confirmation screen). Please verify every step of Your reservation on the booking form; You can discontinue the booking at any time prior to the final confirmation screen. What is included in the rate is displayed on the Site and/or in the confirmation email/voucher.

Breakfast is typically not included unless explicitly stated otherwise. Hotel, resort and other mandatory fees (see below) and certain local city, tourist or occupancy taxes (when applicable) that are required to be collected directly from You are typically not included in the rate unless explicitly stated otherwise. Insurance of any kind is never included in the rates. Please verify the Accommodation description and additional charges or policies on the Site before booking.

The standard Accommodation room reservations are for twin or double occupancy and extra beds will usually incur extra charges. The Accommodation may also refuse to accept additional persons if not duly informed in advance. Please note that certain Accommodations may charge You a so-called additional but mandatory “resort fee” (or similar) for the use of certain of their services. This resort fee is typically not included in the price, but it will be mentioned here and elsewhere on the Site. You may also be charged directly by the Accommodation for energy surcharges, baggage handling fees, newspaper delivery fees, in-room safe fees, tourism fees, or housekeeping fees. The practice to add additional Accommodation fees is outside Our control and occurs in certain markets, including the USA. In some jurisdictions, the Accommodation Providers are also required to directly collect a local bed or city tax from the guests. Governments have on occasion issued additional taxes and may ask the Accommodation Providers to collect these directly. These charges, if applicable, will be payable by You to the Accommodation Providers directly at checkout. Please verify which extra fees are and/or are not included before making a booking.

Furthermore, optional incidental fees and personal consumptions are never included, for example, parking charges, minibar charges, phone calls, room service, food & beverage, gala dinners, movie rentals, internet, etc.. During certain high season periods, certain Accommodations will add on a compulsory gala dinner (e.g. for New Year, Christmas, Chinese New Year, etc). This is not included in the room rate, but will be displayed on the booking journey. When in doubt whether something is included, You can view Our FAQs or contact Our Customer Service team before making a booking HERE.

Some of our accommodation providers negotiate their low rates on the basis that residents of the country where the hotel stay is taking place, are not eligible to stay at that rate. In most circumstances, this does not apply to residents of EU countries staying in other EU countries. Problems seem to mainly occur, where non-EU passport holders are booked to stay in the country where the passport was issued. For example, Turkish nationals in Turkey, or Egyptian nationals in Egypt. If you think this may affect your booking, please ask our Customer Service team to confirm your booking will be accepted by the hotel, as resolution once you are abroad will be very difficult and may result in additional charges being incurred or the cancellation of the booking. Occasionally accommodation providers may ask that we contact you prior to the departure date to ask for the nationalities of the parties travelling. It is important that you contact our Customer Service team in this instance with this information in order to confirm that the rates are eligible for the parties travelling.

Cancellation and Amendment

By making a reservation on Our Site, You accept and agree to Our and the relevant Accommodation Provider’s term, conditions and policies applicable to that booking. The general cancellation policy of each Accommodation is displayed on the screen or under “Booking Conditions”, “Cancellation Policies” or such like, and in the confirmation email or voucher.

Once a booking has been made and confirmed, You cannot make any amendments to it such as dates, names, room types etc. You can however cancel Your booking either online when signed into Your account or by contacting Our customer services at HERE.

You do not have an automatic right to cancel without incurring charges unless such rights are granted under the specific rules and restrictions which are provided to You prior to booking. Accommodation Providers may impose cancellation fees depending upon the type of booking You have made. Charges vary by reservation, so please review Your confirmation email for details.

You agree to pay any cancellation fees that You incur when cancelling to Your booking. In some cases, Accommodation Suppliers do not permit cancellation of reservations after they are made, as indicated in the conditions or restrictions for the booking. You agree to abide by the terms and conditions imposed with respect to Your reservation.

Non-refundable rooms cancelled by You at any time after booking will incur full charges.

Please note that rooms where the supplier offers free cancellation may be subject to an administration processing fee in the event of cancellation, this fee will not exceed 20.00 GBP per person or the local currency equivalent and will vary based on the payment method used at the time of booking.

Please be aware that any applicable Credit Card and PayPal surcharges cannot be refunded in the event of a customer cancellation. These fees are representative of the charges we incur when we process your payment and are therefore not eligible for refunds on any room type.

Pricing and Payment terms

The price of the Accommodation will be as quoted on the Site from time to time, except in cases of obvious error. Prices are liable to change at any time, but changes will not affect bookings already made, where they are accepted and confirmed. Despite Our and the Accommodation Providers’ best efforts, some of the Accommodation listed on the Site may be incorrectly priced. WE EXPRESSLY RESERVE THE RIGHT TO CORRECT ANY PRICING ERRORS ON OUR SITE AND/OR ON PENDING RESERVATIONS MADE USING AN INCORRECT PRICE. IN SUCH AN EVENT, AND IF AVAILABLE, YOU WILL BE OFFERED THE OPPORTUNITY TO KEEP YOUR PENDING RESERVATION AT THE CORRECT PRICE OR WE WILL CANCEL YOUR RESERVATION WITHOUT PENALTY AND PROVIDE YOU A FULL REFUND AS SOON AS PRACTICABLE. We are under no obligation to provide Accommodation to You at an incorrect price, even after You have been sent confirmation of Your booking.

Depending upon how You chose to pay and in what currency, Your card provider may levy additional charges on any payment You make to Us. An indication of these charges will be displayed at the time of payment, however these may vary and You should check with Your card provider for the exact charges applicable before making Your booking.

No show

If You do not arrive for the first night of Your reservation but plan to check-in for later nights in the reservation, You must reconfirm the reservation with Us and the Accommodation Provider no later than the original date of check-in to prevent cancellation of the whole booking. If You do not confirm the booking changes with Us or the Accommodation Provider, the whole booking may be cancelled and refunds will only be due to You in line with the terms of Your booking.

Please note that You may be charged for Your No-Show/cancellation in accordance with the Accommodation Provider’s policies. In some cases this can equal the sum for the entire stay or one to five nights. We recommend that You read the cancellation and No-Show policy of the Accommodation Provider carefully prior to making Your booking. If You fail to check-in to Your Accommodation on time on the day of Your reservation and do not alert the Accommodation Provider, the remaining portion of Your reservation may be cancelled and You may not be entitled to a refund, depending on the terms and conditions of the applicable Accommodation Supplier. Regardless of the Accommodation Provider’s cancellation policy, We reserve the right to charge a cancellation fee or the forfeiture of any deposit paid, this will be indicated on the Site from time to time. Please carefully check the Accommodation details thoroughly for any such conditions prior to making Your reservation. Some Accommodation Providers will charge extra for early or late check-outs.

Emergency contact

In the unlike event that You have an issue, complaint or query at Your chosen Accommodation, it is a strict condition of Your booking that You take up Your issue with the relevant Accommodation Provider immediately and allow the Accommodation Provider the opportunity to offer a solution. We are unable to deal with any complaint which has not been brought to Our attention at the time the issue arose.

In cases of genuine emergency, We can be contacted HERE.


In the unlikely event that You have reason to complain or experience any problems with Your Accommodation please inform the reception staff or management immediately to enable them to take appropriate action. As stated above, Accommodation Providers (not TravelUp Hotels) are responsible for the Accommodation and/or services offered to You and the information they upload to Our Site including descriptions and images. If You think that the Accommodation does not match the description You saw on the Site, please address Your complaints to the management during Your stay.

Should You be unable to resolve Your complaint with the Accommodation, You must as a strict condition of Your booking with Us, obtain a written record of Your complaint from the Accommodation and send this to Us with a brief summary of Your complaint. We will, as a gesture of goodwill, liaise with the Accommodation Provider if applicable and suggest any options open to You. We will do Our best to help You, however please note that any complaint about the Accommodation (policies, standards, service, facilities, decoration, food, etc.) is ultimately a matter for the Accommodation (or Accommodation Provider as the case may be) and Yourself. We will coordinate directly with the Accommodation Provider to try and find a mutually agreeable solution but cannot guarantee a satisfactory outcome.

If You have complaints about Our own service, You can contact Our Customer Services team via one of the methods described HERE

We will try to resolve any complaint within 28 days of receipt of written particulars and any supporting documentation but in some cases (including for example, allegations involving injury or food poisoning) a longer period of time may be required.

Alternative Dispute Resolution – If We are unable to resolve Your complaint and this option is available to you in Your territory, You may choose to submit Your complaint to the European Commission Online Dispute Resolution Service which can be found HERE.

Your Account

You must provide a valid email address and any other information requested during the account signup process in order to obtain an account. You must ensure that all account information remains complete and accurate. When Your Account has been created You will be able to access it from any platform (i.e. via the Site, Our App or via Mobile Access). Regardless of how You choose to access Your Account, these Terms will apply equally.

You are responsible for all activities conducted using Your Account or user details. Please let Us know as soon as possible if You think someone is making or might make unauthorised use of Your Account or user details. We may at Our own discretion monitor Your Account from time to time and may permanently or temporarily disable Accounts at any time.

We may also permanently or temporarily disable Your Account, or issue You with a new Account or user details, if We know of or suspect any actual or potential breach of security.


We are able to make car-hire reservations for You on request as agent for our car hire providers. Your contract will be with the rental provider whose details and rental terms and conditions are displayed when you select a car and on our payment page. We’ll send you a voucher at the time of reservation or close to the time you collect the car which will include everything you need to find your pick-up location. If the full payment is not made at the time of reservation you will be responsible to make any payment outstanding directly to the rental provider on collection of your vehicle which will be subject to the terms and conditions of hire with the rental provider which may include the payment of a security deposit and insurance cover.

We do not accept any liability for the vehicle hired which will be the subject of your agreement with the rental provider and subject to and governed by their terms and conditions and any applicable laws, regulations or Conventions.

Car Hire Essentials

Once you’ve booked your car hire through Us, there are a few requirements that You need to be aware of, including:

Check your documentation

Before travelling always make sure your driving licence is valid and that you have all parts of it together. You may also need an International Driving Permit (IDP) to drive in your destination, so make sure you check this before you travel.

In some countries you may need to produce a check code obtainable form DVLC on https://www.gov.uk/government/news/hiring-a-vehicle

Understanding the local legal requirements

Depending on the country you’re driving in, you’ll legally have to carry certain items in your car. Check what these are before you travel and make sure you have in the car at all times when driving. This also applies to the local laws for, which side of the road to drive on, speed limits and drink driving limits. Make sure you’re familiar with all the rules before you travel.

Learn the local road signs

Things can sometimes get confusing when driving a car abroad, so it’s important to get up to speed with the local road signs and how they may differ from those at home before collect the car.

Complimentary Car Hire Offers

These terms and conditions apply to our complimentary car-hire promotional voucher offer (“Voucher”) which is issued to our premium customers purchasing tickets from our websites (www.travelup.co.uk) (www.travelup.com) to destinations in the Caribbean, Canada and the USA (or any other destinations as specified from time to time by us) who are selected by us [at our discretion] to receive a Voucher. The Voucher will entitle the customer to reclaim from us a cash refund towards the cost of car-hire paid for by the customer up to a maximum entitlement equivalent to three (3) days hire [This applies only to vehicles provided to you by our nominated suppliers named on the Voucher].

To qualify you must keep the voucher in your possession at the time of when travelling and must produce the voucher at the airline check-in desk if asked. You must hold a valid driving license and have it in your possession. Once you have qualified for this promotion the deposit for the chosen vehicle will have already been paid by us should you wish to exercise your option or not. If you wish to proceed by hiring a vehicle under this exclusive offer we will also refund to you up to a maximum of three days hire charges towards the fee you have paid our car hire partner provided you submit your claim with the appropriate voucher within 14 days of the rental agreement terminating and is subject to the terms and conditions detailed below.

If you are selected by us to receive a Voucher, you will be notified on the booking confirmation. You will then be entitled to receive the Voucher from us.

The Voucher can only be used to reclaim the refund as a contribution towards your car-hire fees paid for by you and has no separate cash value and cannot be transferred.

Only the hire of the approved vehicles (or similar) shall be eligible for a refund.

We do not accept any liability for the vehicle hired which will be the subject of your agreement with the service provider and subject to and governed by their terms and conditions and any applicable laws, regulations or Conventions.

To redeem the Voucher, you must present it to us together with evidence of full payment for the vehicle hire within 14 days of the return of the vehicle.

Any dispute as to the entitlement or value of the refund shall be as determined by us.

These conditions shall be governed by English law and any dispute subject to the exclusive jurisdiction of the English Courts.