In these terms and conditions (“Terms”), 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.
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.
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.
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 10.00 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.
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.
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.
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.
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.
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
NOTHING IN THIS AGREEMENT SHALL, NOR SHALL BE DEEMED, TO LIMIT OR EXCLUDE OUR LIABILITY FOR OUR FRAUD OR FOR PERSONAL INJURY OR DEATH CAUSED SOLELY BY OUR OWN NEGLIGENCE.
THE INFORMATION, SOFTWARE, AND SERVICES PUBLISHED ON THIS SITE MAY INCLUDE INACCURACIES OR TYPOGRAPHICAL ERRORS. IN PARTICULAR, TRAVEL UP HOTELS AND ITS AFFILIATES DO NOT GUARANTEE THE ACCURACY OF, AND TO THE FULL EXTEND PERMISSIBLE BY LAW, DISCLAIM ALL LIABILITY FOR INACCURACIES RELATING TO THE SITE AND THE ACCOMMODATION PROVIDER’S PHOTOGRAPHS, DESCRIPTIONS, FACILITIES AND AMENITIES DISPLAYED ON THIS WEBSITE, ALL OF WHICH IS PROVIDED BY RESPECTIVE ACCOMMODATION PROVIDERS. ACCOMMODATION RATINGS DISPLAYED ON THIS SITE ARE INTENDED AS ONLY GENERAL GUIDELINES, AND WE DO NOT GUARANTEE THE ACCURACY OF THE RATINGS OR REVIEWS. CHANGES ARE PERIODICALLY ADDED TO THE INFORMATION HEREIN. WE AND/OR THE RESPECTIVE ACCOMMODATION PROVIDERS MAY MAKE IMPROVEMENTS AND/OR CHANGES ON THIS SITE AT ANY TIME WITHOUT LIABILITY TO YOU.
WE AND THE RESPECTIVE ACCOMMODATION PROVIDERS MAKE NO REPRESENTATIONS ABOUT THE SUITABILITY OF THE INFORMATION, SOFTWARE, ACCOMMODATION, AND SERVICES CONTAINED ON THIS SITE FOR ANY PARTICULAR PURPOSE, AND THE INCLUSION OR OFFERING FOR SALE OF ANY ACCOMMODATION OR SERVICES ON THIS SITE DOES NOT CONSTITUTE ANY ENDORSEMENT OR RECOMMENDATION OF SUCH ACCOMMODATION OR SERVICES BY US. ALL SUCH INFORMATION, SOFTWARE, ACCOMMODATION, AND SERVICES ARE PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. WE AND THE RESPECTIVE ACCOMMODATION PROVIDERS HEREBY DISCLAIM ALL WARRANTIES AND CONDITIONS WITH REGARD TO THIS INFORMATION, SOFTWARE, ACCOMMODATION, AND SERVICES, INCLUDING ALL IMPLIED WARRANTIES AND CONDITIONS OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
THE ACCOMMODATION AND OTHER ACCOMMODATION PROVIDERS ARE INDEPENDENT CONTRACTORS AND NOT AGENTS OR EMPLOYEES OF TRAVEL UP HOTELS. WE ARE NOT LIABLE FOR THE ACTS, ERRORS, OMISSIONS, REPRESENTATIONS, WARRANTIES, BREACHES OR NEGLIGENCE OF ANY SUCH PROVIDERS OR FOR ANY PERSONAL INJURIES, DEATH, PROPERTY DAMAGE, OR OTHER DAMAGES OR EXPENSES RESULTING THEREFROM. WE HAVE NO LIABILITY AND WILL MAKE NO REFUND IN THE EVENT OF ANY DELAY, CANCELLATION, OVERBOOKING, STRIKE, FORCE MAJEURE OR OTHER CAUSES AND WE/THEY HAVE NO RESPONSIBILITY FOR ANY ADDITIONAL EXPENSE, OMISSIONS, DELAYS, RE-HOUSING OR ACTS OF ANY GOVERNMENT OR AUTHORITY HOWSOEVER CAUSED.
IN NO EVENT SHALL TRAVEL UP HOTELS, ITS AFFILIATES, AND/OR THE RESPECTIVE ACCOMMODATION PROVIDERS BE LIABLE FOR ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES ARISING OUT OF, OR IN ANY WAY CONNECTED WITH, THE USE OF THIS SITE, WHETHER BASED ON CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, EVEN IF TRAVEL UP HOTELS, ITS AFFILIATES, AND/OR THE RESPECTIVE ACCOMMODATION PROVIDERS HAVE BEEN ADVISED OF THE POSSIBILITY OF DAMAGES.
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 Travel Up 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.
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 foundHERE.
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.
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.
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.
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.
We publish a number of FAQs HERE. to help You quickly and easily some common questions that You may have prior to booking. If You are unable to find the answer You are looking for, please contact Customer Services before making Your reservation.