I was a bit wary about using TravelUp to book, as I had not heard of them before but I had been guided to the site by Trip Advisor who I do trust and when I did some online research the reviews came back that said this was a reputable company. I phoned up to make a booking because I prefer to speak with a live person and I talked to Faraz Ali who remained my customer contact person throughout the whole process.. Faraz was very helpful and replied to all my questions via his timely emails.. whenever I sent him an email with a question he always responded in a timely fashion so I never had to worry that he would just suddenly "disappear" on me.. When I had trouble with paying using the payment link Faraz was very patient in sending me the link multiple times and eventually helping me resolve the payment issue through alternative means. I have not traveled yet to the hotel that I booked but I hope and trust there will be no hassles with the booking once I get to the hotel.. So far I feel I have received very good customer service from Faraz Ali .