Do not trust this company!!!!!!! Firstly, I found Travelup via searching through TripAdvisor and noticed they had a great deal on a hotel in Bali, the price was dramatically low compared to other sites so I booked 6 rooms for our group. So if you think it's too good to be true it is. However, reading reviews on this site I proceeded to book, worst decision I ever made. They guaranteed the rooms via email and over the phone, took payment via paypal then two days later sent an email they are in the process of refunding my money as the rooms are no longer available. This email was also sent past the non refundable period. So if you think they cant possibly get away with it guess what they did. I had screenshots, all emails and also went so far as to contact the hotel which verified they never had my booking to begin with. I am based in Australia and am a stickler for checking everything, also coming from the aviation industry I checked everything thoroughly. After my repeated phone calls and emails I have not been contacted by any manager from Travelup, even though I have asked for a name and email, clearly to avoid responsibility. The booking should of been confirmed even if they need to absorb the cost this is what a reputable company does, they honour an agreement. This must be a regular occurrence that the staff all cover for each other and not escalate the complaint. This should be looked into as a matter of urgency. I do not intend to let this go. I have put in a formal complaint to Paypal who have advised they could blacklist this company if there are more complaints. I also intend to take this up with Trip Advisor and the ACCC who investigate these sorts of scams. To make things worse I had cancelled my previous booking with another hotel and now have no booking. Shame on you Travelup, dishonest and unprofessional conduct resulting in poor outcomes. We dealt with Aaron, who to date has not returned one of my calls and has refused to give me a name of someone, anyone where I can escalate this complaint. Now I know a customer service officer will give some generic response to this email like ...... we will investigate this matter, which in turn means they will do nothing. Lets see if Travelup do the right thing and reinstate these rooms for the price that was agreed. Then I am happy to post a positive review, I will bet my money this will not happen.