This has been the worst experience with any travel website. I eventually booked 4 hotel rooms through TravelUp after calling two separate agents to confirm that cancellations due to COVID were fully refundable. After COVID restrictions came into play affecting our trip, I requested my options from TravelUp (i. E. full refund or credit vouchers etc). Instead of providing me options, they cancelled the reservations and kept over $100 in "cancellation fees", despite telling me multiple times that these won't be applied to COVID cancellations. I have been emailing and calling for over three weeks and I receive extremely rude and unhelpful staff who give me the same generic response that "someone will call you in 2 hours with an update". After 3 weeks of emails and calls, I have never once received a single reply with an update. Do not trust the website or the staff taking the calls. Never been spoken to so rudely.