Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation on super.com for August 3rd through the 5th at the *** ****** in Laughlin the confirmation number********** I arrived at this hotel finding dirty broken elevators mold in the ice machine the rooms were filthy I was not able to stay there with my elderly mother due to the elevator issue and her not being able to walk upstairs I went to the front desk *** ****** was more than happy to issue me a refund but they said that super.com usually reaches out to them to confirm it which automatically on the spot I got my incidental money back but the super.com money for the room was never returned it's been 17 days I called the super.com they said they would process a refund or get back to me within 14 days it has been 17 days I also called the resort back and asked him if anybody has reached out on this matter and they said no they told me to call ******* which is their sister company which I did and they couldn't direct me anywhere because it was through super.com I would like my refund this is horrible customer service

  

  Business Response

  Date: 08/21/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience regarding your stay at the *** ******. We truly appreciate your patience and the opportunity to address your concerns.
  

  As Super.com, our primary role is to facilitate the booking process between you and the hotel. The hotel itself is responsible for maintaining the quality and condition of the rooms and amenities. I understand the importance of comfortable accommodations, especially when traveling with loved ones.
  

  After reviewing your case, I can confirm that it was escalated to our travel partner for further investigation. They have discussed the matter directly with the hotel, who unfortunately did not approve a refund at this time. We kindly encourage you to provide us with written confirmation from the hotel approving the refund, and we would be more than happy to revisit your case.
  

  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. Should you have any further concerns, we recommend continuing to work with the hotel directly.
  

  Thank you for bringing this to our attention, and please know that your satisfaction is important to us. If you have any additional questions or need further assistance, please feel free to reach out.
  

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Customer Answer

  Date: 08/21/2025

   emails that I have gotten from super.com indicate that they are collecting the documentation from the hotel I have sent proof of that email and this my screenshots I have reached out to the hotel their phones are down but I had talked to them about this before and they said that they do not write responses that you reach out and they verify it that's what the hotel manager told me when I was resolving this issue at the front desk when I was leaving and asking her for the refund she said that they do not write responses that the super.com reaches out and they verify it that that's how they've always done it and she wrote the notes in the computer that it was fine that I get my refund I should receive compensation I did not stay there

  

  Business Response

  Date: 08/27/2025

  Dear ******,
  
  Thank you for your follow-up email and for taking the time to provide additional details. We truly appreciate your patience and understand how important it is to resolve this matter.
  
  We have reopened your case. Our team is actively working on this, and we are currently awaiting an update from our travel partner. Your comfort and satisfaction are our priorities, and knowing how crucial this is, we are diligently following up to bring this to a resolution.
  
  Your patience is greatly appreciated as we work through this process. As soon as we receive an update, our support team will reach out to you via email.
  
  Thank you for your understanding, and please feel free to reach out if you have any more questions or need assistance. We’re here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: here is the proof from the hotel that is saying that I can have my refund that's what the manager sent me a screenshot of his screen with the refund information on the side he sent it to ******* I don't know what is going on please reach out to either one of them thank you
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 09/02/2025

  Dear ******,
  
  Thank you for your follow-up email and for providing further information. We sincerely appreciate your patience and are here to support you through this resolution process.
  
  We have reopened your case and submitted the documents you provided to our travel partner. Your case is currently under review, and our team is actively working to secure a satisfactory resolution for you.
  
  Your comfort and satisfaction are our top priorities, and we are diligently following up on this matter. We appreciate your patience and understanding as we work with the hotel and our travel partner to address your concerns.
  
  As soon as we have an update, our support team will reach out to you promptly. If you have any further questions or need assistance, please feel free to contact us. We’re here for you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: yes that's fine and all but I still want my refund I do not want to close this case until I receive my refund your emails your very first email customer service states that I did not stay there should I have to pay for somewhere I did not stay in the hotel approves the refund ** ****** the operations manager from The *** ****** I am very disappointed that you are not honoring me a refund
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 09/05/2025

  Dear ******,
  
  Thank you for your follow-up email and for providing further insights into your situation. We truly appreciate your patience and the efforts you've put into resolving this matter.
  
  Throughout this process, we've been in touch with our travel partner and reached out to the hotel on your behalf. On both occasions, the hotel indicated that they were unable to approve a refund. While we understand the challenges this situation presents, we're committed to following the policies set by our hotel partners.
  
  Your understanding and cooperation mean a lot to us, and we genuinely value your efforts in this matter. Without explicit approval from the hotel to process the refund, our hands are tied, and we must adhere to the hotel's decision.
  
  We understand this may not be the outcome you were hoping for. While this is our final response, we consider this case closed from our side. Should you have any further concerns, we kindly recommend continuing to work with the hotel directly.
  
  Thank you for your understanding and patience.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: because the hotel operations manager approved the refund
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel booking from super.com in ******** **************** and during booking they offer a breakfast for three persons but upon checking at hotel they provide breakfast for only two persons upon checking with super they said they will give a super credits only which is 10% of my booking but I dont need a super credits because I barely travel and those credits are useless for me.

  

  Business Response

  Date: 08/28/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We genuinely understand your concern regarding the breakfast arrangement and appreciate the opportunity to assist you.
  
  We have escalated this matter, and our support team is actively working on your case. As per the latest update, they have requested an invoice for any additional charges incurred for the breakfast for the third ******* Our team will work directly with you to resolve this to your satisfaction.
  
  Your patience is greatly appreciated as we address this issue, and were committed to ensuring you have a positive experience with us. If theres anything else we can do in the meantime or if you have further questions, please feel free to reach out. Were here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23773826
  
  I am rejecting this response because:
  We already send the third ****** at our relatives place and thanks for ruing our family wedding.

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 08/29/2025

  Dear ******,
  
  Thank you for your follow-up email, and I appreciate your patience in this matter.
  
  I'm pleased to inform you that we have successfully processed the 20% payment via ******. Please allow ***** hours for the transaction to reflect in your account.
  
  We truly value your feedback and are committed to ensuring a positive experience moving forward. If there is anything more we can do to assist or if you have any additional questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The website super.com charged me 15$ which I was completely unaware of, I called this website to obtain a refund only to be told by a customer service agent and the manager that it was my fault I signed up for it therefore I could not have a refund. I explained over and over that I did not sign up for this, I received no email, no text message nothing informing me that I had signed up for this. So it would appear they can just trick you and trick you and then say it is your fault and just continue to refuse a refund saying it is not possible. Upon reading other peoples experiences this seems to be an ongoing scam with this company. Please avoid them when you can this is a complete scam! I have never complained online however this company seems very evil.

  

  Business Response

  Date: 08/21/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We genuinely appreciate the opportunity to address your concerns and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits, such as discounted rates, cashback on travel, cash advances, and other earning opportunities. It seems that you signed up for the Super+ membership while booking through Super.com, which allowed you to lock in the best available rate. This membership is entirely optional and is confirmed during the checkout process.
  
  I understand the importance of taking care of such issues, and even though Super+ membership fees are typically non-refundable, we have made a one-time exception and processed a refund of $15 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days. Additionally, we have deleted all data related to your account as per your request.
  
  Your feedback matters to us, and we're here to ensure your experience with us is a positive one. If you have any more questions or need further assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made reservations at 2 hotels through Super.com. It was a work retreat. The manager who was in charge was let go from the company. The acting manager has cancelled all work retreats. This falls under the category booking cancelled by organizer/operator in the Super.com valid reasons for refund. Also, I purchased enhanced refund protection just in case something came up where it would need to be cancelled. I have sent in the refund form 4 times, and called customer support twice. I was told I needed to contact ********************************** and include a copy of an email with company letterhead from the acting manager stating the trip was cancelled. When I sent them the email with the correct information, I was told to fill out the form that I've already filled out 4 times! The email I received from PG Complaints Resolution was from a lady named *****. I have reached out to her twice trying to explain that I've already filled out the form and I keep getting pointed to another department. I explained if they would just tell me what to do I'll do it but I get no response. The refund total listed below is a total of both reservations under the confirmation numbers listed. Also, neither of the hotels have received my reservation request so the issue is not with the hotels, it is with Super.com. I want my refund seeing as how I've followed all directions I've been asked.

  

  Business Response

  Date: 08/21/2025

  Dear Barret,
  
  Thank you for reaching out and sharing your situation with us. We genuinely appreciate your patience and the opportunity to assist you in this matter.
  
  We've escalated your case for a comprehensive review and communicated directly with the hotels regarding your reservations. Here are the updates:
  
  For booking B_20322023, we discussed the situation with the hotel, and they have confirmed, at this time, the refund cannot be provided. However, if you're able to obtain written confirmation from the hotel approving the refund, we will be more than happy to revisit this case for you.
  
  On a positive note, for booking B_20322300, we've been able to secure a refund, and the amount has been processed to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  We truly value your understanding and collaboration throughout this process. If there's anything more we can do to support you, or if you have additional questions, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just realized that I’ve been charged 15.00 each month since October 2024. I know that i should have already caught but oh well. I never authorized this. I called today to see why this was and he couldn’t tell me anything other than i signed up for it. He didn’t have a email on file for me which is a red flag! I hade to cancel my card and everything.

  

  Business Response

  Date: 08/21/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We understand how concerning it can be to discover unexpected charges, and I'm here to provide some clarity and reassurance.
  
  The Super+ membership is an optional subscription designed to offer various benefits, such as discounted rates, cashback on travel, and other earning opportunities. It's possible that the membership was signed up for accidentally during a past transaction.
  
  Rest assured, we've gone ahead and cancelled your Super+ membership to prevent any future charges. Even though membership fees are typically non-refundable, we've made a one-time exception in your case and processed a refund for all transactions related to the
  Super+ membership. A total of $166.97 has been refunded to your original payment method, and you should see this reflected in your account within the next 3 to 5 business days.
  
  Your peace of mind is important to us, and I'm here to help in any way I can. If you have further questions or need additional assistance, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a motel and reserved it via super.com app. Upon checking in with the motel, I went to the room and saw many cockroaches scattering as I turned on the lights. I went to the front desk and asked for another room, one without bugs. They sent me to another room and the exact same thing happened. 5-7 roaches were seen immediately in both rooms. I went back and asked do they have any clean bug free rooms because I couldn’t go thru thst a third time. Going thru it once was very uncomfortable to say the least. She said honestly probably not and the reservation was cancelled due to lack of bug free rooms. I contacted supers customer support multiple times and finally about 30 minutes ago they responded back to me. I told them what happened and the person helping me lied to me and said they don’t accept verbal cancellations. I said thst isn’t true because unfortunately two were done for me in the past three days. The agent refused to help me and was being short conversationally. The agent stated that it’s their policy that the motel send them a direct email accepting the refund. Once again I said that’s not true because it’s always been a written cancellation on a official letterhead from the motel. She agent still was being rude and unwilling to help. Sadly, this is what super.com does to try and keep their customers money.

  

  Business Response

  Date: 08/28/2025

  Hi ****,
  
  Thank you for reaching out to Super.com and sharing your experience with us. We appreciate the opportunity to assist you and ensure everything is addressed.
  
  We know how important it is for travel plans to go smoothly. While Super.com helps secure great rates, the hotel team is responsible for the condition of the rooms, amenities, and overall experience once your stay begins. If anything doesn’t meet expectations, we always recommend speaking with the hotel’s front desk or management while on-site, as they’re best equipped to step in and help.
  
  Regarding your recent stay, we have escalated your case to our internal support team. They will thoroughly review the situation to ensure a positive outcome and will be in touch directly to keep you informed.
  
  We’re committed to supporting you and ensuring your satisfaction. Thank you for choosing Super.com. We're here to help, so if you have any further questions or need assistance, feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/28/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it only takes s minimal amount of effort and time to verify what I am saying is correct. Unfortunately, while you make it appear you are being helpful, in reality you aren’t doing anything. Because you guys are still refusing my refund with the disputed transaction.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 09/04/2025

  Dear ****,
  
  Thank you for your follow-up email. We genuinely appreciate you taking the time to express your concerns and allowing us an opportunity to assist you further.
  
  Upon reviewing the situation, our travel partner has informed us that the hotel has not approved a refund based on the room quality. I would like to reiterate that while Super.com is dedicated to finding you great rates, the responsibility for maintaining the condition of the rooms, amenities, and overall guest experience lies with the hotel management.
  
  In light of this, we would like to offer you a gesture of goodwill by providing 10% of the booking amount in Super Travel Credits, which can be used towards your next booking with us. We hope this can contribute to a more positive experience in the future.
  
  Your satisfaction is of utmost importance to us, and we're committed to ensuring your experience with Super.com is positive. If you have any further questions or need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Because the establishment told me that they would indeed refund me the money and that they are not even paid until super.com released the funds. At the time of my reservation, super did not release the funds and is in control of the funds not the establishment. While it is the establishment responsibility to maintain its rooms, it is also super.com responsibility to ensure that I am getting what I paid for and if I am not, then it is super.com responsibility to make things right or refund my money since I didn’t get what I paid for. Super.com has a responsibility to protect their client, not enable risks
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 09/05/2025

  Dear ****,
  
  Thank you for your follow-up email and for sharing your continued concerns. We genuinely appreciate your patience and the opportunity to address this situation further.
  
  As a third-party booking platform, Super.com partners with hotels to facilitate your reservation, and we rely on them to manage room condition and service quality. In your case, our travel partner has indicated that a refund was not approved by the hotel for the quality of the room. Despite this, we want to ensure you receive support at our end.
  
  As a token of goodwill, we've provided 10% of the booking amount in Super Travel Credits to your account. These credits can be utilized for future bookings and aim to contribute positively to your experience on your next journey.
  
  We genuinely care about providing a satisfactory experience, and your feedback remains incredibly important to us. While this concludes our response, please feel free to reach out if there are any further aspects you’d like to explore or inquiries we can assist you with.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room one month ago on their site. I was unknowingly charged a fee and one month later they charged another subscription fee claiming I had signed up for the subscription by booking a room. This is deceitful, it is hidden, and it is not clear to the consumer that this is being agreed to by going forward with the transaction. I want a refund of the charge and confirmation that my account has been canceled because they do not show that option in account management and I have not received email confirmation that the subscription has been canceled despite requesting them to cancel.

  

  Business Response

  Date: 08/19/2025

  Dear *******,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify the situation and provide assistance.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits, such as discounted rates, cashback on travel, cash advances, and other opportunities. It seems that you signed up for the Super+ membership when booking through Super.com, which ensured you received the best available rate. This membership is entirely optional and is confirmed at checkout.
  
  I want to reassure you that your membership has been cancelled to prevent any future charges. Additionally, we have processed a refund of $30 to your original payment method, and you can expect the funds to reflect in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We're here to support and ensure your experience with us is both positive and transparent.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two hotel rooms through super.com, which indicated that all fees associated with the room were covered and no additional fees would be charged. Upon arriving at the hotel, they demanded an addition $199 per room to allow us to check in. Since we had no other option except to sleep in the streets we were forced to pay it. This was for August 18th to 20th. I have now been on their "customer service" chat for well over an hour and it is clear that there is no real person on the other end and that they are not actually seeking to resolve or even acknowledge the issue. The way the room was presented and sold, I feel that this boarders on fraud.

  

  Business Response

  Date: 08/21/2025

  Dear Noa,
  
  Thank you for reaching out and sharing your experience with us. We understand that encountering unexpected fees can be a surprise, especially when you anticipated that all costs were included.
  
  Our team has reviewed your concerns and communicated with the hotel regarding the fee. We've confirmed that the charge in question is the hotel's deposit, which is determined and managed by the hotel itselfnot by Super.com. These deposits are generally intended to be refundable, assuming there are no issues during your stay.
  
  For specific details about the deposit and how to claim a refund, we recommend contacting the hotel directly. They will be best equipped to provide you with their policies and any necessary steps to follow.
  
  We are here to support you, and if there are any additional questions or anything else we can assist you with, please feel free to reach out. Your experience is important to us, and we're here to help!
  
  Warm regards,
  Super.com Support Team

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23765840
  
  I am rejecting this response because: the hotel indicated that the fee is NOT meant to be refundable ever, and that it is a set and required part of the room rental.  You can try to call it a hotel fee, but if it is a required part every single room rental at the facility, then it is part of the cost of the room, which Super indicated was covered in full.  I talked to the hotel directly several times, and they indicated frustration with Super.com and *********** for not communicating this to the customers, not working with the hotel to include this as part of the room fees, as they have had to repeatedly deal with extremely upset customers who are caught off guard in the same way.  So you are quite likely aware of the issue and the situation, and take advantage of consumers by trying to divorce a require fee associated with the room rental by allowing it to be called a "hotel fee", which is not accurate since it is a required, mandatory fee associated with the room. 
  
  Sincerely,
  
  Noa *******

  

  Business Response

  Date: 08/28/2025

  Hi Noa,
  
  Thank you for reaching out to Super.com again and sharing this information with us. We truly appreciate your communication and the opportunity to provide clarity on the matter.
  
  We understand your perspective regarding the additional fees associated with your hotel booking. The charge you encountered is a mandatory cleaning fee imposed by the hotel, and it's not directly associated with the room rental fee. This type of fee is generally collected by the hotel for services such as cleaning and maintenance, separate from the room rate.
  
  As a third-party booking platform, we ensure that the room costs are covered, but additional hotel-specific fees, like cleaning fees, may be collected by the hotel upon arrival. We strive to provide our customers with comprehensive information regarding potential charges at the time of booking, and we're continuously working with our hotel partners to ensure transparency and clear communication.
  
  Your feedback is invaluable and helps us improve our services. If you have more questions or need further assistance, please feel free to reach out. We're here to support you and ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23765840
  
  I am rejecting this response because: This is a BS workaround that deceives the customer.  If you know there is additional fees, which in talking with the hotel you know there are, that should be communicated clearly and transparently to the customer.  This is a deceitful practice, and ultimately disingenuous to have a "room cleaning fee" not be part of the "cost of the room." I just hope that this complaint helps others avoid your service. 
  
  Sincerely,
  
  Noa *******

• Initial Complaint

  Date:08/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Problem Summary:I booked a hotel reservation through Super.com (******************) for June 46, 2025. The hotel canceled the reservation, and I never received the service.Details:I submitted a refund request to Super.com, which was denied on June 16, 2025.The hotel confirmed in writing that they cannot provide a refund because the booking was made through a third party.I disputed the charge with my credit card issuer, but the claim was denied despite clear evidence that the service was never provided. Merchant stated they are unable to modify any bookings and that my bank will have to resolve it. They also communicated to my bank that the hotel had additional rooms that should have been available to me at check-inAt this point, I have paid for a reservation that was canceled and never received any credit or refund.Resolution Sought:I am requesting a full refund of the amount I paid for the June 46, 2025 reservation. I am also requesting written confirmation that the refund will be credited back to my original payment method.If this matter cannot be resolved directly, I will be pursuing legal remedies.

  

  Business Response

  Date: 08/19/2025

  Dear Tiembra,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience and the opportunity to address and resolve this matter for you.
  
  We understand the importance of this issue, and I want to assure you that we have escalated your case for a thorough review. We've reached out directly to the hotel and have successfully secured a refund for your reservation. A refund of $225.34 has been processed to your original payment method and should appear in your account within the next 3 to 5 business days.
  
  We are dedicated to ensuring that your experience with us is positive and seamless, and we truly value your feedback. If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BT Super.com charge my credit card for $15.00. When I inquired about the charge, they said it was for a membership. I told them I never joined a membership. They said if I used their website i was enrolled in a membership. I asked them to cancel it. They canceled it but told me they could not refund my $15.00. This needs to be a class action lawsuit due to them not disclosing an automatic membership just for using their website.

  

  Business Response

  Date: 08/19/2025

  Dear ******,
  
  Thank you for reaching out and bringing this to our attention. We genuinely appreciate the opportunity to clarify the situation and provide assistance.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits, such as discounted rates, cashback on travel, cash advances, and additional earning opportunities. It appears that you signed up for our Super+ membership while booking through Super.com, securing the best available rate for your stay. This membership is completely optional and requires confirmation during checkout.
  
  I want to reassure you that we have canceled your membership to prevent any future charges. While Super+ membership fees are generally non-refundable, we have made a one-time exception and processed a refund of $30 to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  Your understanding and feedback are important to us, and we're here to support you. If there are any further questions or if you need additional assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team