Booked through Trivago and Sent to Travel-Up

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Mar 23, 2018
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#1
Sorry if this ends up in two places. First timer here. I booked a cancelable hotel reservation for a Florida hotel through Trivago, which sent me to Travel Up. I only paid a small deposit of $45.00. I received a confirmation email telling me that I’ll receive my “hotel voucher” once I pay in full. I got cold feet and called the hotel directly to ask about the voucher. The representative told me that if I booked through Trivago and was sent to a third-party site, it’s probably a scam and I won’t have a reservation when I get there. I didn’t even tell the representative that I started with Trivago. I told him that it was a reservation with Travel Up. He’d never heard of it. It’s a UK company and I didn’t realize that when I booked. The reviews for Travel Up are a mix of good and bad and mostly about airline reservations; not hotels. Should I cancel and dispute the small deposit with my credit card company?
 

johnbaker

Verified Member
Oct 2, 2014
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#3
@KimmyKat Here's what I would do... double check that your confirmation states that the rate is refundable. If it does, pay the rest, get your voucher and then call to confirm with the hotel that they have the reservation and you are set. If they don't have it, you cancel the reservation for a 100% refund and book somewhere else. If you don't get your money back, you have the grounds for your chargeback.
 
Mar 23, 2018
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@KimmyKat Here's what I would do... double check that your confirmation states that the rate is refundable. If it does, pay the rest, get your voucher and then call to confirm with the hotel that they have the reservation and you are set. If they don't have it, you cancel the reservation for a 100% refund and book somewhere else. If you don't get your money back, you have the grounds for your chargeback.
Thank you. I was also thinking about waiting to see if they produce a reservation at the quoted rate. I have until May 31 to pay the balance and until June 4 to cancel with only the $45.00 deposit as penalty. Of course, I might have to fight for that remaining balance.. I sent a message to TravelUp. I just received a reply that they are sorry that the hotel told me what they did, but they can assure me that my “booking is 100% confirmed”. I’m going to keep crossing my fingers that this is a legitimate reservation.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#5
Trivago is simply an aggregator. They pull listings and you choose the deal you want to go with. You will always book with a third party, never Trivago. Their commercials even state that. It’s not a scam in how Trivago works but I would question Travel Up. Have you called them?
 
Mar 23, 2018
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#6
Trivago is simply an aggregator. They pull listings and you choose the deal you want to go with. You will always book with a third party, never Trivago. Their commercials even state that.
Thanks. Yes, I know. I’ve used Kayak (and previously Sidestep) many times. I had never used Trivago. The reservations agent at the hotel simply said that if I booked through Trivago and ended up at a third-party vendor,, I wouldn’t have a reservation. In hindsight, I realize that it doesn’t make sense. I think the reservations agent may just be tired of people booking through other services. I didn’t tell him anything and I didn’t even say that I booked through Trivago until he said it. The problem is that Trivago didn’t send me to Expedia or Hotels.com or anything I recognized. It sent me to the UK company called TravelUp. Then the reservations agent scared me with his comment. I’ll see what happens.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,426
11,882
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www.promalvacations.com
#7
That’s not true. Most of the time when you book through a third party they don’t send the names to the hotel until a few days before your arrival. The third party has the rooms held in their name and them send names until right before you arrive.

The clerk is giving you incorrect information. Call Travel Up and find out what is going on.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#9
They appear to be legit. Go to their website- in their terms and conditions they mention these certificates and have a link for you the contact them with questions:


Depending on which products or combination of products you choose to book, your terms and conditions will vary, as will our obligations to you. The type of arrangement you enter into will be stated on the booking confirmation and any ATOL certificates we issue. Should you require confirmation of the arrangement you have with us, please contact us HERE

http://www.travelup.com/en-us/terms-and-conditions

http://www.travelup.co.uk/customer-support
 
Likes: VoR61
Mar 23, 2018
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#10
They appear to be legit. Go to their website- in their terms and conditions they mention these certificates and have a link for you the contact them with questions:


Depending on which products or combination of products you choose to book, your terms and conditions will vary, as will our obligations to you. The type of arrangement you enter into will be stated on the booking confirmation and any ATOL certificates we issue. Should you require confirmation of the arrangement you have with us, please contact us HERE

http://www.travelup.com/en-us/terms-and-conditions

http://www.travelup.co.uk/customer-support
Thanks, again, Neil. TravelUp did reply to my email within a couple of hours. See my prior reply to @johnbaker. I'm hanging in there with them for now while I continue to watch other locations and prices. Worst case is that I'll be out $45.00 for canceling. I still have time to deal with any problem since my trip is isn't until mid-June. TravelUp does have a lot of complaints, but they are all related to airfare and mostly related to cancellation or changes, which are more likely to be a problem needing an immediate response. As a UK company, they are selling air travel and air/hotel packages to UK residents and there are some very good deals. I'm a US resident. I must have happened across a hotel-only booking that was offered via Trivago and in US. dollars (I double-checked). They do not offer air travel in the US.
 
Likes: Neil Maley

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
11,426
11,882
113
New York
www.promalvacations.com
#11
You have to be careful with Trivago because all they do is compile listings with all different prices - you never book through them. This post should be a warning to others about how it works- you could get stuck with a company with terrible reviews
 
Likes: VoR61
Sep 27, 2017
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#12
If your Spidey sense is telling you that this might be a bad idea, then eat the $45, and go ahead and book with someone reputable, preferably a brick-and-mortar agent for complex stuff or directly with the hotel for simple stuff. The general rule of thumb around here is 'look, but don't book' with third party sites/ online 'travel agencies'.

You might feel a bit remorseful now, but you'll have plenty of time to forget it in time to have peace of mind as you journey to a wonderful vacation, instead of being on pins and needles wondering if you'll have a room once you get to your destination.