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:11/16/2024

  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.

  On November 11, 2024, my credit card was charged $15 by Super.com. Before this I had never heard of the company, never been to their website, or clicked on any of the ads. I have never given this company any of my information. My bank says it was going to be a reoccurring charge, so I am lucky to have caught the first transaction that hit my account.

  

  Business Response

  Date: 11/19/2024

  Hey Kiki,
  
  Thanks for reaching out and sharing your concerns with us! It looks like there may have been some confusion with your Super+ membership sign-up, but dont worrywere here to help!
  
  Our Super+ membership sign-up process is designed to ensure complete transparency and are only confirmed with your clear consent. As our website complies with the ************************** Security Standards (PCI Compliant), we adhere to the highest payment security standards. We only process charges for services youve explicitly agreed tono automatic sign-*** here!
  
  Our membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, but we completely understand if you'd like to cancel. Your satisfaction is our priority, and we're here to support whatever decision you make.
  
  For assistance, you can reach our Support team at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com App. Just a quick note that online cancellation option may vary depending on your state due to regulatory restrictions.
  
  For more details, feel free to check out this article: *****************************************
  
  We hope this clears things up!

• Initial Complaint

  Date:11/15/2024

  Type:Order 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.

  Super.com advertised $20 cash back to the card used on my first Lyft ride. But you have to sign up for the monthly $15 membership which it clearly states you can cancel at any time. First they do two weird random charges to my card that the fraud **** contacted me about, but that's not the end of the world. The problems arise from the fact that the "$20 cash back is not actually cash back towards your Lyft ride, but $20 dollar credit to the "super.com" store. Complete bait and switch. THEN! I go to cancel this scam and after a few choices of "why you're leaving" Super.com literally REMOVES the ability to click cancel, it grays it out only leaving the "Keep Super+.com perks!" While cancel is grayed out. The only 4 click able lines describe some form of continuing the membership. So you're literally unable to cancel as it's layed out on the screen. On a whim I just clicked all 4 of the different "keep benefits! And "don't lose your awesome deals!" ***. Not once single click able "Cancel membership" button is available for the user. So I decided what the h*** I'm gonna just click all 4 of these "keep using Super" options and sure enough the "cancel now" option magically reappeared. Absolutely 100% malicious and predatory and misleading. How are you allowed to create a complete smoke and mirrors cancel process? Where you literally have to click "keep my membership perks!" In order to cancel?? This is extremely dishonest and disturbing and i warn all of you from engaging in business with this company until they make the necessary changes.

  

  Business Response

  Date: 11/19/2024

  Hey ******,
  
  Thanks for bringing this to our attention! At Super.com, we prioritize reliability and transparency in all our services, and were grateful for the opportunity to assist you.
  
  We're proud to be recognized by top publications like the **************** Forbes, *************** SmarterTravel, and Conde Nast Traveler showcasing our commitment to providing credible and trustworthy services. You can find more info about us on our website at super.com/press.
  
  Transparency is super important to us, so we make sure to provide all the details upfrontcosts, perks, rebates, and how to cancelso you have a clear picture of what to expect with our Super+ membership and can make informed decision. For a deeper dive, feel free to review our Terms & Conditions for a better understanding.
  
  As mentioned during sign-up; to claim your rebate, you must submit the claim form before it is granted as credit to your Super.com account within 30 days of your Super+ membership purchase.
  Our Super+ membership comes with many great perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. While we offer an online cancellation option, it may vary by state due to regulatory restrictions. Rest assured; we're actively working on making that process smoother in the future.
  
  Were glad to confirm that your membership has already been canceled as of November 16, 2024. Please note, however, that the trial fee is non-refundable.
  
  We hope this clears up any confusion. If theres anything else we can assist you with, dont hesitate to reach outwere here to help!

• Initial Complaint

  Date:11/15/2024

  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.

  - 11/08/2024 - 11/10/2024 - $208.97 - Hotel stay for 2 nights - They did not provide me this service, and refusing to refund me. We had a booking for 3 people. Our friend who was supposed to be with us ended up having to go to the hospital. We did not make it to the hotel until 11PM and then was turned away saying they did not have our booking and to go to another location. Then was told our booking ALSO was not there, and to drive back to the first location. Then was on Chat and the Phone with SUPER the entire time. The agent at the hotels and vouch for this. We waiting for over an hour for SUPER to call him. They did and provided yet another confirmation number that was NOT in their system. The hotel was unable to check us in without having to rebook us completely. It was now 1:30AM. We decided to just book the room straight with the hotel and not through SUPER and was promised a refund if we can provide an invoice. We provided the invoice and was told because the date is now 11/09/2024 and not 11/08/2024, we would not be getting a refund. the hotel is unable to give us a booking for 11/08 date when we were unable to book until 11/09 due to super's confirmation not working and lack of understanding and customer service. We drove 4 hours to deal with this and was extremely tired for our tournament which we came down for. A lot of time and money was spent due to Super.com's failure to confirm our booking and then refusing to provide a refund for their mistake

  

  Business Response

  Date: 11/20/2024

  Hi Sasipak,
  
  Thank you for reaching out and sharing your recent experience with our Support team. Your feedback is truly valuable and helps us improve the service we provide. We understand how important this is, especially as youre still waiting for your refund, and we're here to assist you every step of the way.
  
  As a third-party booking platform, there are instances where challenges arise that are beyond our immediate control. Rest assured; weve worked hard to establish processes that minimize inconvenience and ensure the best possible experience for our customers.
  
  That said, our Support team has already been notified and will work directly with the accommodation and travel partner involved to thoroughly investigate your case. We'll keep you in the loop with the updates.
  
  Your patience and understanding mean the world to us, and were here to make this right for you. Feel free to reach out if you need anything else!

• Initial Complaint

  Date:11/15/2024

  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.

  On the website it listed the ********* in ****** as pet friendly but the hotel, upon arriving, said that it was not. I connected with the chat support people after the calling twice resulted in two hang **** and was told I would be transferred to a specialist shortly and that the transition would be quick. It was anything but. I waited for about ********************************************************** that it was not listed that this hotel was pet friendly anywhere on their website or in the hotel amenities. I have a witness that can verify seeing the same thing as we NEVER travel without our puppy so making sure a hotel is pet friendly is priority. I asked her to please hold while I go back to the site to find the pet friendly status (alongside a dog emoji), but oddly enough it was no longer there. They kept me on hold for nearly an hour to have it removed and then ended the chat without a resolution. This company is literally stealing money and flat out lying to consumers. I requested a refund but could never get back to the same chat person

  

  Business Response

  Date: 11/19/2024

  Hi ******,
  
  Thank you for reaching out and sharing your concerns with us. We value your feedback and are committed to ensuring a smooth and transparent experience for all our customers.
  
  After reviewing your booking, we noticed that no specific information about pet-friendly policies was provided for the hotel you selected. We understand how important it is to have all the details align with your expectations, and were here to help guide you. For future bookings, we recommend reaching out to the hotel directly to confirm details like pet policies, room preferences, or special requests before finalizing your reservation.
  
  To double-check property details, conducting a quick online search is also a great way to get the latest information. For accuracy, we encourage verifying any critical information directly with the hotel.
  As your booking was non-refundable, changes or cancellations typically depend on hotel approval. If the hotel has agreed to make an exception, we kindly ask that you gather all relevant details, including the name and position of the staff member who assisted you.
  
  Once you have their confirmation, you can easily initiate a cancellation by visiting: ********************************************** and following the steps provided.
  
  We hope this helps address your concerns, and if theres anything more we can assist with, dont hesitate to let us know.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22559867
  
  I am rejecting this response because:

  I and positive that there was a pet friendly sign including an emoji listed under the hotel name I also have witness statements that saw the same thing as they wanted to double check and make sure as did I. Not only that when I was placed on hold to get me to a so-called specialist it took almost an hour for them to do that and then when going back to the hotel site it was no longer there meaning the pet friendly notation had been removed I am convinced that you all took this time to remove it from the website as I was waiting for again your so-called specialist.

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

  

  Business Response

  Date: 11/23/2024

  Hi ******,

  We know how disappointing it can be when things don't go as planned with your travel arrangements. We understand how important this is for you and we're here to help in any way we can!

  Just to clarify, we do not alter information on our hotel listings in response to customer inquiries. All hotel amenities, including pet-friendly designations, are provided directly by the hotel and displayed as received.

  As mentioned before, we werent able to find any specific pet-friendly details for your reservation. For future bookings, we suggest double-checking things like pet policies and special requests directly with the hotel before confirming your reservation.

  To ensure a smooth experience, please take a moment to review all booking detailsdates, location, amenities, and pricealong with our cancellation policy so youre clear on what to expect if plans change.

  Since your booking is non-refundable, cancellations or changes generally need hotel approval. If the hotel is willing to make an exception, please gather all relevant details, including the name and position of the staff member who assisted you.

  Once youve got their confirmation, you can easily submit a cancellation request here: **********************************************

  We hope this clears things up!

• Initial Complaint

  Date:11/15/2024

  Type:Product 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 paid extra for a refundable booking but when I wanted to cancel it, I was informed that I would not receive a refund.

  

  Business Response

  Date: 11/19/2024

  Hi ****-****,
  
  Thanks for bringing this to our attention! We totally understand how important flexibility is when it comes to reservations, and were here to support you however we can.
  
  Regarding your booking, its important to note that you selected a Non-refundable rate, which comes with a stricter cancellation policy. With a Flexible rate, on the other hand, you can cancel within the ***** period for a full refund.
  However, there is an option to enhance this policy for added flexibility through Enhanced Refund option, allowing for refunds under specific conditions. If you choose to enhance the cancellation policy, the upgrade cost is non-refundable, as outlined in the terms.
  
  For a detailed understanding of our reservation policies, we recommend checking out the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here:
  *****************************************
  **************************************
  
  We know plans can sometimes change unexpectedly, and we want to assure you that weve already escalated your request to our Support team for further assistance. Youll be receiving an update soon.
  
  If theres anything else we can do to enhance your experience, please let us know. Were always here to help!

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22559862
  
  I am rejecting this response because I paid for the refundable fee and I the hotel cancelled my booking.
  
  Sincerely,
  
  ****-**** *******

  

  Business Response

  Date: 11/23/2024

  Hi ****-****,

  Thanks for following up and providing more details. We completely understand how important this is to you, and were here to help!

  As mentioned, you opted for a non-refundable rate, which comes with a stricter cancellation policy. However, you have the option to add more flexibility to your booking with the Enhanced Refund. While the upgrade itself is non-refundable, it does allow for refunds under specific conditions.

  We know non-refundable bookings can be challenging, but were pleased to share that our Support Team has resolved your case! A full refund in credits was processed to your account on November 19, 2024, and the credit is available for use whenever you need to!

  Were glad we could assist and make sure everything is sorted for you. If you need anything else, just let us know. Were happy to help!

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this resolution is not entirely satisfactory to me, I think it is the only option this business will offer.
  
  Sincerely,
  
  ****-**** *******

• Initial Complaint

  Date:11/14/2024

  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 opted into a offer from super.com that if I start a magnifi subscription that I'd be paid $52 in 2 days, filled the subscription and super didn't want to pay. Say I jus clicked on it but I showed the completion of the offer also showed proof etc and they ignored me for a week then told me no. They've been doing this on and off for almost a year they never want to pay not even refund. I ran out of options so I figured that I'd report this shady company

  

  Business Response

  Date: 11/19/2024

  Hi *******,
  
  Thank you for reaching out and sharing your experience regarding the completion of your Exclusive Offers Magnifi. As a reputable company featured in the **************** ******, and the **************, we take pride in our credibility and commitment to supporting our customers. We truly appreciate the opportunity to assist you.
  
  After thoroughly reviewing your case, it was confirmed the offer was only viewed, and while you clicked on or started the Magnifi offer, our system did not register a successful completion.
  As mentioned by our Support Team, this could have been due to a few factors, such as using a VPN, not downloading the app via the link provided on the Super.com Exclusive Offers page, or having an existing account when the offer is only available to new users as specified in its terms and conditions. Since progress on the offer was not tracked as completed, credits could not be awarded in this instance.
  
  To avoid similar issues in the future, please review the offer timeline in your Super.com app before proceeding. Youll want to see a checkmark indicating the successful installation and opening of the app as the first step. If this checkmark is missing, the offer has not been tracked, and credits will not be awarded. So, please make sure to wait for the checkmark before moving on with any additional steps in the game or task.
  
  We hope this explanation provides clarity. If you have further questions or need additional support, were just a message away!

• Initial Complaint

  Date:11/14/2024

  Type:Product 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 a reservation for a hotel through super.com and upon check-in the hotel was overbooked and could not provide me with a room. I contacted super.com who told me that I in order to get a refund I had to cancel the reservation and get a cancellation confirmation from the hotel with them approving the refund. I did that. Super.com did not approve my refund. I trusted them when I paid for a room. The room was not available due to an over booking. The hotel approved me for a refund and super will not give me a refund.

  

  Business Response

  Date: 11/19/2024

  Hi ******,
  
  Thank you for reaching out and sharing your experience. We truly understand how important this matter is to you and appreciate the opportunity to provide some clarity.
  
  After reviewing your case, weve confirmed that our Support team investigated and resolved the issue. ********* Hotels Assistant Manager, indicated the hotel was not overbooked, and your room was reserved and ready for your arrival. They also noted that they were expecting your arrival, but since the hotel did not register your check-in within their designated timeframe, the reservation was marked as a No show.
  
  Just a quick reminderhotels have specific policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if guests do not present themselves within the set time.
  
  As your booking was non-refundable, any changes or cancellations are subject to the hotels discretion. In this case, both the hotel and our travel partner have informed us that a cancellation without penalty is not possible, so charges will apply according to the booking terms.
  
  We hope this explanation helps clarify the situation. If you have any further questions or need additional assistance, please dont hesitate to reach out. Were always here to help!

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22555728
  
  I am rejecting this response because:

  I have a cancellation confirmation from ***** at the front desk. The reason he cancelled it was due to an overbooking as the confirmation states. He then wrote in himself that he approved me being refunded since he gave my room away. 

  I would have no clue what their books look like or whether or not the hotel was over-booked. I can only go off of what the front desk personnel not only told me, but then what he put on the confirmation as the reason for the cancellation. He cancelled my reservation because he had given my room away and claimed the hotel was over-booked. How am I responsible for that?! Why do I have to pay for that?!

  The only acceptable response I will accept is a full refund from super. 

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

  

  Business Response

  Date: 11/23/2024

  Hey ******,

  Thank you for sharing more details about your concern. Were committed to ensuring every customer feels supported, and were here to make things right for you.

  In the ever-changing travel industry, unforeseen situations can happen that are beyond our control as a third-party booking platform. Even so, were dedicated to minimizing any negative impact on our valued customers.

  That said, we're happy to re-open your case again! Our Support team has been notified and is reaching out to the accommodation and travel partner to re-investigate the matter thoroughly. Rest assured, were keeping your best interests at heart and will keep you updated throughout the process. Theyll connect with you as soon as theres an update.

  Thank you for your patience as we work hard to resolve this for you. We truly appreciate your understanding and look forward to getting this sorted out!

  Customer Answer

  Date: 11/29/2024

  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.

  There is even more updated news. They have refunded me my money and I couldn't be more pleased by this. I thank you all at the BBB for helping us resolve this and I thank those at Super.com for reopening my request and hearing me out. I thank you for this resolution greatly.

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

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising 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 have somehow been paying for a membership I never signed up for. There are no email confirmations for any sign **** and they have taken a total ****** from my account over the course of months.

  

  Business Response

  Date: 11/19/2024

  Thanks for sharing your concerns, Bria! It sounds like there might have been a mix-up with your Super+ membership sign-up, and were here to help clarify things.
  
  At Super.com, transparency is a top priority, and were committed to ensuring your experience with us is straightforward and secure. Our website complies with the ************************** Security Standards (PCI Compliant), the highest level of certification in the payments industry. Charges are processed only for services you've explicitly signed up for, and we ensure memberships are confirmed only with your clear consentno surprises, no automatic enrollments.
  
  While our Super+ membership offers great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, we're here to support you, whether youd like to continue enjoying these benefits or cancel your membership.
  
  Just keep in mind that the option for online cancellations may vary depending on your state due to regulatory restrictions. No worries, our Support Team is here to help you every step of the way! For assistance, give us a call at +1 ************** (8 AM - 9 PM) or use the chat feature in your Super.com App.
  
  You can check this article for more info: *****************************************
  
  We hope this clears things up, and were always here to help!

• Initial Complaint

  Date:11/13/2024

  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 stay at a ****** ***** through Super.com, but upon checking in I was informed by the desk agent that there was an issue with the card number on file. I gave them my card, assuming it would not be charged. Only to find out days later that it was charged.
  
  I have spoken to ****** three times now, and they explained to me that they never received payment from Super.com, so they could not refund me. Now I’m trying to contact Super’s supposed 24/7 customer service, and not getting ahold of anyone.
  
  I need them to call the ****** and give them the money they are owed, so that the ****** will refund me. Super basically STOLE my money, and I got charged twice for the room. Super never paid ****** like they were supposed to, and their customer service is basically non existent.

  

  Business Response

  Date: 11/17/2024

  Hi Alexandria,

  Thank you for sharing your experience with us—your feedback means a lot as it helps us improve continuously. At Super.com, integrity and transparent business practices are at the core of what we do, and we’re committed to ensuring that every customer feels valued and supported.

  We understand that unforeseen incidents in the travel industry can arise, and while some factors are beyond our control as a third-party booking site, we always strive to minimize any impact on our customers.

  We’re pleased to let you know that our dedicated Customer Advocate Team was able to resolve your concern by issuing a full refund to your original payment method. Refunds typically take 3-5 business days to process, but exact timings depend on your bank. We recommend reaching out to them directly for specific updates regarding your refund.

  If there’s anything else we can assist you with, please don’t hesitate to reach out—we’re always here to help!

• Initial Complaint

  Date:11/13/2024

  Type:Sales and Advertising 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 used super.com to purchase an overnight stay in Vancouver for the evening of Oct 23...I booked a room at the **** ****** ** ********....an excellent brand as you know. As it turned out it hadn't been a **** ****** ** ******** for TWO years....although BOTH the property and the super.com website still advertising and marketing the property....but in all actuality the property is a 3rd party property by the name of ***** **** ******....a 2 star hotel, rather than a 4 star...and everything at the hotel showed it....closed restaurant...hand towels for regular bath towels and NOTHING had been done to keep the hotel up to ******** standards....i could have easily selected to stay at the ******** or the ******** down the street had i known...would have never elected to sty in this fleabag hotel....i contacted Super.com several times and they refuse to credit my stay in any way possible......a huge case for advertising and marketing fraud and perfect example of bait and switch....Plust i had to spend another $50 on an **** bc the airport shuttle i was looking for for an hour in the cold was actually a ***** **** ******* (with the name in the dashboard)

  

  Business Response

  Date: 11/17/2024

  Hey Michael,

  Thanks for reaching out and sharing your concerns! At Super.com, we’re dedicated to providing reputable services and ensuring your experience is seamless. Our credibility has been recognized by top publications like the ********* *****, ******, the *** **** ****** *************, and ***** **** ********, and you can learn more about us at ***************.

  After a thorough review of your concern, we’d like to provide some clarity. **** ****** ** ******** ********* ******* had undergone a change in name and management. While we understand this can be surprising, rest assured, the property continues to offer the same amenities, rooms, and services as before. Importantly, your reservation remained valid and was fully recognized by the hotel throughout this transition.

  As a third-party booking platform, our role is to connect you with excellent accommodations. However, since we’re not directly involved in a hotel's day-to-day operations, we cannot oversee their management or amenities. For specific concerns regarding hotel standards or amenities, reaching out to the hotel directly will get you the quickest resolution.

  Regarding your refund request, our team has proactively reached out to both the hotel and our travel partner to explore this on your behalf. However, the request was declined since the booking has been utilized. The hotel has confirmed that the reservation was fulfilled, so we’re unable to process a refund in this case.

  For the free airport shuttle, please note that it’s outlined in the hotel’s Terms & Conditions that guests are required to contact the accommodation with their arrival details prior to and upon arrival to arrange the shuttle service.

  We truly appreciate you flagging these concerns and have already escalated the name update in our system to prevent similar confusion in the future.

  We hope this clears up any concerns, but if you need further assistance, we’re always here to help!

  Customer Answer

  Date: 12/02/2024

  great letter from them but doesnt explain how they can be advertising themselves falsely for 2 years as a Four Points Sheraton when they are actually know as ********************* items the failed to address
  
  yes i stayed, as i arrive only at 10pm with no other hotel arrangements available at that lat hour
  
  
  1. the hotel is in disarray as noted
  
  1. rooms untidy
  
  2. had towel for main bath towel
  
  3. airport shuttleYESi did contact the hotel, and they said nothing about look for the hotel shuttle displaying ****************..i did see thatbut had no idea that was the name of the hotel..againas i booked for a room at *********** by Sheraton.
  
  at the very least..the BBB should contact Sheraton corporate and make them aware that there is a property ILLEGALLY using their corporate name to gain customers.WRONG AND ILLEGAL
  
  
   
  
  

  

  Business Response

  Date: 12/03/2024

  Hey *******,
  
  Thank you so much for sharing your feedback! We really appreciate you taking the time to reach out, and wed love to clarify a few things to ensure your experience with us is even better next time.
  
  Rest assured, we are a reputable and genuine company, with our credibility affirmed by features in esteemed publications such as the **************** ******, *************** SmarterTravel, ******************* and and many other respected press outlets. To provide you with exceptional travel experiences, we source our hotel rooms from a variety of trusted partners, including wholesalers, giving us access to exclusive deals and competitive pricing.
  
  Regarding the name change from Four Points by Sheraton to ****************, we completely understand how that could have caused some confusion. The hotel went through a rebranding, including a change in both its name and management. While the hotel did update us on the transition, it looks like those updates werent fully reflected in our system or your reservation. As a third-party booking platform, we rely on hotels to provide us with the latest information, and were actively working on improving how these changes are communicated to ensure a smooth experience for our guests in the future.
  
  We also appreciate for sharing your thoughts on the hotels condition. Our role is to connect you with great accommodations, and while were not involved in the hotels day-to-day operations, we cannot oversee their management or amenities. For specific concerns regarding hotel standards or amenities, reaching out to the hotel directly will get you the quickest resolution.
  
  As for the airport shuttle, we understand how the change in the hotels name could have caused confusion. The shuttle service is managed directly by the hotel, and its always best to contact them for the most accurate details about shuttle service and other amenities. 
  
  We truly appreciate you flagging this and know that we've already taken care of escalating the name update to the appropriate team to help avoid any confusion in the future.
  
  Your feedback is important to us, and were here if you need anything else. Thanks again for taking the time to share your experience, and we look forward to helping you have an even better stay next time!