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:11/09/2024

  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 did not sign up for whatever yall keep trying to charge my account. Please cancel whatever it is please. Cause i did not sign up for it. Thank you for your time

  

  Business Response

  Date: 11/09/2024

  Hi *******,
  
  Thanks for sharing your concerns! It sounds like there might have been a mix-up with your membership sign-up, and were here to help clear things up!
  
  At Super.com, were all about transparency. We provide full details upfront on all our offers, and sign-ups are always confirmed with clear consentno surprises here! Rest assured, we only process charges for services youve specifically signed up for. You can check out our Terms & Conditions for a full overview.
  
  As a Super+ member, you get great perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you choose to stick with us or decide to cancel, were here for you every step of the way! Just keep in mind that the online cancellation process can vary by state.
  
  For assistance, our Support team is available at +1 ************** (8 AM - 9 PM) or you can also use the chat feature in your Super.com App for a convenient online cancellation.
  
  For more info, please check this article: *****************************************
  
  We hope this clears things up! Let us know if you have more questionswere just a message away!

• Initial Complaint

  Date:11/08/2024

  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 purchased a hotel room for 14 nights through Super.com. It turns out the hotel that I paid for is closed and does not exist anymore.

  

  Business Response

  Date: 11/10/2024

  Thanks for bringing this to our attention, *****! We're all about making sure you have a smooth and enjoyable stay, and were glad to help.
  
  As a third-party booking site, we understand that sometimes unexpected changes in the travel industry can happen that are beyond our control. Despite these, were happy to let you know that our Support team has already looked into your concern.
  
  They confirmed that the hotel has made a change to their name, but its the same hotel, and your reservation is still perfectly valid in their system. Youre all set to check in and enjoy your staytheyll honor your reservation just as planned! Just refer to the emails from our team for the hotel confirmation number.
  
  We hope this helps! If you have any other questions or need further assistance, dont hesitate to reach outwere always here to help!

  Customer Answer

  Date: 11/10/2024

   
  Complaint: 22532722
  
  I am rejecting this response because: I only booked it because Ramada Wyndham is a well-known and respected brand. I would never ever book a unknown brand. I am requesting a full refund. In addition, four days before check-in, he kept trying to contact the property and was notified that it was closed permanently. Thus, we had to make other reservations because I was not getting a response from you.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 11/13/2024

  Hi *****,
  
  Thank you so much for reaching out! We completely understand how important it is to have everything clear and in order with your booking, and we're happy to assist you in any way we can.
  
  Weve confirmed that youre currently checked in, and your reservation is being honored as expected. While the property has recently rebranded, it is still the same hotel you originally booked, and theyre excited to provide you with the same great service you anticipated.
  
  As your booking was non-refundable, modifications or cancellations are typically not allowed unless the hotel has made an exception. If they have agreed to make an exception for you, please make sure to gather any important details from your communication with them, such as the name and position of the staff member who assisted you.
  
  Once you have the approval, you can proceed with cancellation by visiting this link: ********************************************** and following the prompts.
  
  We hope this clears up any questions or concerns you have.

• Initial Complaint

  Date:11/08/2024

  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 was charge on 6/29/24 $1.97 from Super+ for a service I did not sign up for, then continued to be charged monthly $15. Upon looking through BBB complaints I am not the only one with the issue. I want a full refund of my money, I never signed up for any Super+ membership. DO NOT give me some prewritten response. I tried calling them and the number is illegitimate, and options take you know where leaving me no possible way to cancel anything.

  

  Business Response

  Date: 11/08/2024

  Hey Kellie,

  Thank you for bringing your concerns to our attention. As a legitimate company that have been featured in reputable publications like the ********* *****, ******, *** *** *** **** *****, we pride ourselves in credibility and transparent business practices.

  It seems there may have been a bit of confusion regarding your enrollment in our Super+ membership, and we're here to clarify things. At Super.com, we ensure that sign-ups are confirmed only with clear consent—so there are no surprises.

  The $1.97 charge you mentioned is for our Super+ trial membership, which gives you a chance to explore Super+ benefits at a very low cost. If the trial isn’t canceled, the full membership fee will apply after the trial period ends.

  As outlined in our Terms & Conditions, unless you cancel, your Super+ membership will renew automatically for the chosen term, with fees automatically charged to your linked payment method. Please be assured, we only process charges for services you’ve specifically signed up for.

  As a Super+ member, you gain access to fantastic perks like Cash Advance, Credit Building, and up to 10% Cashback on travel! But if you've decided not to continue with your membership, we’re happy to assist with a refund—your satisfaction is our top priority.

  Our Support team is here to help! You can reach us by phone at ** ***** ******** from 8 AM to 9 PM, or via the chat feature in your Super.com App. Just a heads-up: online cancellation options can vary by state, but we’re always working to make the process as smooth as possible.

  We hope this clears things up! We're always here to help!

  Customer Answer

  Date: 11/09/2024

  
  
  Complaint: ********
  
  
  
  I am writing to formally reject the response provided regarding the unauthorized charges for a Super+ account. At no point did I sign up for this service, and I have no record of any email confirming the creation of such an account.
  
  Furthermore, I have been unable to reach your customer service line due to its non-functional options, which is highly concerning. This situation constitutes fraud, and I have instructed my credit union to initiate a chargeback on my behalf.
  
  It is regrettable that, in an already challenging economic climate, consumers must contend with fraudulent practices from companies such as yours. I expect immediate rectification of this issue.
  
  
  
  Sincerely,
  
  
  
  Kellie F*****

  

  Business Response

  Date: 11/13/2024

  Hi Kellie,
  
  Thank you for reaching out and sharing your concerns. We greatly value your feedback, and we’re here to make sure everything is clear and resolved.
  
  Super.com is a legitimate company, recognized by reputable publications such as the ********* *****, ******, *** *** *** **** *****. We pride ourselves on transparency and have worked hard to build trust with our customers.
  
  We understand there may have been some confusion regarding your enrollment in Super+. We want to assure you that we never sign anyone up without their full consent. Every step of the sign-up process requires you to actively confirm your choice, so there are no surprises.
  
  Regarding the $1.97 charge, this is for our Super+ trial, which lets you explore the benefits of the membership at a minimal cost. If you don't wish to continue, simply canceling during the trial period will prevent any further charges. However, if the membership is not canceled, it will automatically renew at the regular membership rate as outlined in our Terms & Conditions.
  
  If you’ve decided not to continue with your Super+ membership, we’re more than happy to assist you with a refund. Your satisfaction is our top priority, and we want to ensure that you feel confident in your decision. Our team is available to help you through this process.
  
  Feel free to reach out to our Support team by phone at ** ***** ******** (8 AM to 9 PM) or via chat in the Super.com app. We’re here to assist you with any additional questions or if you need help canceling the membership. You can also send us an email to ***********************.
  
  We’re grateful for the chance to clarify and support you. Let us know how we can assist further!

  Customer Answer

  Date: 11/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I tried to call the phone number provided and it doesn’t allow you to get past the greeting and options. I want a refund! I do not have a single email from your company in regards to making an account. I did not sign up for this. You stole my money and I want it back. There are dozens of other complaint just like mine. You need to make this right. Show me proof I signed up for this account with my credentials, or refund me. As my email and phone number were not used. I am doing a charge back with my bank already and will push forward with that. I want a refund of the money you took from me for services you did not provide to ME. 
  
  
  Sincerely,
  
  
  
  Kellie F*****

• Initial Complaint

  Date:11/05/2024

  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.

  I was charged by this company twice and Ive never even heard of it before, and I certainly did not sign up for anything that shouldve charged me twice. I was charged once on October 31, 2024 for $1.97 and was charged again today (November 5) for $15. Again, I have never even heard of this company or app and never made any such purchases. I dont have any previous records of ever engaging with this company or signing up for anything, I checked my email and ***** subscriptions just to be sure. I only found this company after seeing the suspicious charges and looking it up. It seems that this has happened to other people before as well, looking at other reviews. I want a refund for $16.97. I dont have an account with the company so theres no way for me to log in and take action. Please handle this as soon as possible or Ill be looking into how to get the company charged with fraud because this is ridiculous that I could be charged and never even heard of this company.

  

  Business Response

  Date: 11/08/2024

  Hi ******,
  
  
  Thank you for sharing your thoughts with us! We really appreciate your feedback and are here to make sure your experience with Super.com is a positive one.
  Super.com is honored to be a trusted company featured in respected publications like the **************** Forbes, *************** Smarter Travel, and Conde Nast Traveler. We're happy to help clear up any confusion and ensure you feel confident in our commitment to transparency and security.
  
  With our Super+ membership, you can enjoy fantastic benefits like Cash Advance, Credit Building, and up to 10% Cashback on travel, all with the flexibility of a trial period to explore these perks at little or no cost. If Super+ isnt quite the right fit for you, were always here to help with a refund because your satisfaction is our top priority.
  
  Just a quick note: canceling during the trial period ensures you wont be charged for the next term, and if canceled within a promotional period, access to membership perks will end immediately. After reviewing your account, I can confirm that your membership was successfully canceled on November 7, 2024.
  
  If you have any more questions or if theres anything else we can assist with, please dont hesitate to reach out. We're here to support you every step of the way!
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:11/04/2024

  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.

  November 1st, 2024 I made a hotel reservation through Super.com at the ******* ****** in St. Joseph, Missouri. When I arrived to check in the hotel said the reservation had been cancelled by them, due to the hotel not allowing locals to stay there. They directed me back to Super.com for a refund. Super..com will not refund my money because the reservation is not refundable after cancellation. But I'm not the one who cancelled the reservation, the hotel cancelled the reservation. I just want my money back it's $138 dollars I believe.

  

  Business Response

  Date: 11/05/2024

  Hey Brett,
  
  Thanks for bringing this to our attention! We totally understand how frustrating it must have been to arrive at a property that doesn’t rent to local residents, and we’re here to help you every step of the way.
  
  As a third-party booking platform, we sometimes encounter unexpected situations in the travel world, but we’ve got solid processes in place to ensure that you have the best experience possible.
  
  Your satisfaction is our number one priority, and we can’t thank you enough for your patience and understanding during this time. Our amazing Support Team is already on it! They’ll be contacting the accommodation and travel partner to get to the bottom of this for you.
  
  We appreciate your patience while we work hard to resolve this situation, and we promise to keep you updated every step of the way!
  
  We're always here for you, and we’re excited to help make this right!

• Initial Complaint

  Date:11/04/2024

  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.

  This company charged me $14.99 for a membership that I was never aware of until I got charged. I got charged for two months of this membership before I knew what was happening. I canceled the membership. I even received a cancellation number from them. This company continues to charge me. In fact today they tried to charge me double. Thank God for my credit card company. This membership is for travel, for example, cheaper, hotels, cheaper, flights, etc. They booked one of my hotels and it ended up being canceled by the time I got there. But I had to go through my credit card company to dispute the charges. They didnt even bother to reimburse me.

  

  Business Response

  Date: 11/07/2024

  Hi *****,
  
  Thank you for voicing your concerns. We take these matters seriously and assure you that integrity and transparency are at the core of our services.
  
  It looks like there may have been some confusion regarding your enrollment in the Super+ membership. Our sign-up process is designed to ensure explicit consent before joining, so rest assured, no one is signed up without their approval.
  
  Since your membership is still active, thats why the system is attempting to charge your card. As a Super+ member, you get access to amazing perks like Cash Advance, Credit Building, and up to 10% Cashback on travel. Whether you decide to continue or cancel, were here to support you every step of the way! Please note that online cancellation can vary by state.
  
  Regarding your reservation, we understand how important it is to have a smooth experience. In the fast-paced travel industry, unexpected situations can arise, but were dedicated to helping you navigate through them.
  We also noticed we dont have a record of you contacting us about this issue. Our support team is always here to assist you, so feel free to reach out whenever you need help. You can find all our contact details in the app and on our website: ******************************************
  
  Thanks again for your understanding and for allowing us to serve you better!

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22505198
  
  I am rejecting this response because:
  Their statement that a customer has explicit knowledge of signing up for this membership is clearly untrue. Furthermore, the fact that they have no record of me canceling this membership is also false since I actually have a confirmation number for this cancellation. The cancellation number that I was given is: 241002057583

  The letter that they responded with is clearly evidence that they are not in business to be honest. Nothing of what they said was true and I noticed that they also did not offer to move forward with canceling this fraudulent membership.

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

  

  Business Response

  Date: 11/09/2024

  Hey *****,
  
  We completely understand your concerns and we're here to clear things up! As a trusted company featured in top publications like the **************** ******, and The *************** we take pride in our credibility and transparent business practices.
  
  At Super.com, your security is our top priority. Our website complies with the ************************** Security Standards (PCI Compliant), the highest level of certification in the payments industry. To keep things transparent, charges only go through for services youve specifically signed up for, and we make sure everythings confirmed with clear consentno surprises.
  
  After reviewing your account, we found no cancellation attempts, so your membership remains active. We assure you that once a membership is successfully canceled, youll receive a confirmation, and no further charges will be applied.
  
  As outlined in our Terms & Conditions, unless you cancel, your Super+ membership will automatically renew, and fees will be charged to your linked payment method.
  
  While our membership comes with great benefits, we totally understand if its not the best fit for you right now. Were happy to help process a refundyour satisfaction matters to us!
  
  To cancel, you can easily do so online, though steps may vary by state due to regulatory restrictions. No worries, our Support team is available to help Monday to Friday, 8 AM-9 PM, at *****************. You can also reach us via chat in the Super.com app for quick assistance.
  
  We hope this clarifies things, and were here to get this sorted for you!

• Initial Complaint

  Date:11/04/2024

  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 knowingly signed up for a free trial, but upon realizing what it was I signed up for I immediately I canceled the trial, or at least I thought I did. The business adds adds an unnecessary step of calling to cancel the membership even though the website provides a message that makes you think you canceled, but includes a message that does not fully articulate the membership is not canceled until you call them. This is a very deceptive behavior and likely results in collection of fees from unknowing victims. This is very similar to the behavior for which the *** went after ****** in 2023.

  

  Business Response

  Date: 11/06/2024

  Hi Timothy,
  
  Thank you so much for sharing your concerns with us. At Super.com, we’re dedicated to providing outstanding service and are proud to be recognized by names like the ********* *****, ******, and the *** **** *****. We’re committed to making your experience exceptional!
  
  Our Super+ trial membership is designed to let you explore all the perks of Super+—including Cash Advance, Credit Building, and up to 10% Cashback on travel—at a reduced rate or even for free, depending on the offer. We do mention that the trial fee is non-refundable, which is outlined when you sign up, and our terms and conditions are always available as a reference here: ****************************************
  
  While Super+ offers great benefits, we’re happy to process a refund if you decide to cancel, as customer satisfaction is our priority. Online cancellation options may vary by state, but rest assured, you’ll receive a confirmation once your membership is canceled.
  
  According to our records, your membership was already canceled on November 4, 2024. If you cancel during a trial period, you won’t be billed for the next term, although access will end immediately for free or promotional trials.
  
  If you have any more questions or need assistance, don’t hesitate to reach out! You can contact our Support team at +* ***** ******** (8 AM - 7 PM) or use the chat feature in your Super.com App.
  
  We’re here to help!

• Initial Complaint

  Date:11/04/2024

  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 paid for 5 nights and I thought it was time up so I purchased another night and I had already paid for that night through super.com and I wanted to change the date to the next day and I was told it was impossible and further more they took $15 out of my bank card and I never gave them permission

  

  Business Response

  Date: 11/06/2024

  Hi Brian,
  
  Thank you so much for reaching out about your reservation dates. We appreciate the opportunity to clarify this for you!
  
  We’re unable to modify reservations directly, as they’re booked based on your selected search criteria. It’s always a good idea to double-check your dates, location, and price before finalizing. Since this booking is non-refundable, changes or cancellations require hotel approval. We recommend reaching out to the hotel directly to discuss possible options. If the hotel agrees to an exception, we’d be happy to help you with the next steps. Once you have approval, you can submit your request at **********************************
  
  About the $15 charge, we noticed you’re enrolled in our Super+ membership, which offers benefits like Cash Advances, Credit Building, and up to 10% Cashback on travel. We activate all memberships with clear consent, ensuring you’re informed about all features. However, if Super+ isn’t a good fit, we’re here to help. You can easily cancel through our Support team at ** ***** ******** or by using the chat in your Super.com app. Please note that online cancellation may be restricted in certain states due to local regulations.
  
  For more details, feel free to check out this article: *****************************
  
  Thanks again for reaching out, and don’t hesitate to let us know if there’s anything more we can do for you!

• Initial Complaint

  Date:11/04/2024

  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 have never used Super.com, visited their website or knowingly given them any of my information. Today I got a charge for $15 on my credit card from them, as well as one from October 17th for $1.97 that I hadn't noticed. I reported it to my bank as a fraudulent charge. My bank cancelled the charge and replaced my card. A few hours later, I got a text message from Super.com saying my membership had been cancelled and prompting me to click a link (which I didn't click). They then followed with another message welcoming me to Super.com, saying "We'll msg with account info, promotions, & special offers". I believe they have acquired my credit card and contact information illegally and are using it for fraud.

  

  Business Response

  Date: 11/08/2024

  Hi ****,
  
  Thank you for voicing your concerns! We genuinely appreciate your feedback, and were here to make sure you have a great experience with us.
  
  At Super.com, were proud to be a trusted company recognized by publications like the **************** ******, *************** SmarterTravel, and Conde Nast Traveler. Were excited to help clear up any confusion and ensure you feel confident in our commitment to transparency and security. Rest assured, we never enroll anyone without clear consent, and we dont store credit card information unless a membership is actively chosen. Our website also meets the highest Payment Card Industry (PCI) standards to protect your information.
  
  Our Super+ membership offers wonderful perks like Cash Advance, Credit Building, and up to 10% Cashback on travel, and were thrilled to provide a trial option so you can experience these benefits at little or no cost. If you decide Super+ isnt quite the right fit, were more than happy to help with a refund, as your satisfaction is always our priority.
  
  Just so you know, canceling during the trial period means you wont be charged for the next term, and if canceled within a promotional period, access to the perks will end right away. We reviewed your account and can confirm that your membership was successfully canceled on November 2, 2024.
  
  If you have any more questions or if theres anything at all we can do for you, please dont hesitate to reach out. Were here to support you every step of the way!
  
  Thanks again for giving us the chance to help. Were so glad to be part of your journey!
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22502905
  
  I am rejecting this response because:

  I have never visited this website, signed up for a trial or any membership, received any emails from them, or given them my credit card information. My card was charged with no participation on my part. I also didnt cancel my membership because I never registered for a membership. I received an automatic cancelation notice via text after my bank filed the fraud charge claim, even though I never gave this business my phone number. And then following this entire series of events, I received another unsolicited text saying I would be receiving marketing content from them, which I had not consented to.

  The response given here by the business was a canned response that did not actually address or acknowledge my complaint.

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

  

  Business Response

  Date: 11/13/2024

  Hi ****,
  
  Thank you for voicing your concern. We appreciate the opportunity to address your concerns and want to ensure you have the best experience with us.
  
  As mentioned in our previous message, weve thoroughly reviewed your account, and your Super+ membership was successfully canceled on November 2, 2024. We want to clarify that we do not automatically sign anyone up for Super+ membership. Our sign-up process requires full consent, and we make sure that all users are aware of the terms and benefits before completing the enrollment.
  
  We are confident in our process and commitment to transparency, so if theres any additional information youd like regarding the cancellation or any other details, please dont hesitate to reach out.
  Your satisfaction is important to us, and were here to support you every step of the way. If you need any help, our Support team is available Monday through Friday, 8 AM - 9 PM, at *****************. You can also reach us through the chat feature in the Super.com app.
  
  Thanks again for your feedback, and were glad to have had the opportunity to assist you.

• Initial Complaint

  Date:11/04/2024

  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.

  My reservation was not found in the system took over two and a half hours to actually finally book the room and was put on hold many times and it's taken hours and I still yet to receive a confirmation for the room that I've already paid for I am now late to work due to the fact that I was going to take a shower and was not able to do to not having reservation confirmation sent to hotel

  

  Business Response

  Date: 11/07/2024

  Hi Darin,
  
  Thank you so much for sharing your feedback. We’re truly sorry for the frustration you experienced with your reservation. Waiting for a confirmation and dealing with unexpected delays is never ideal, especially with a busy schedule, and we completely understand how inconvenient this must have been.
  
  We appreciate your patience and understanding, especially knowing that as a third-party booking site, we sometimes face industry-related challenges beyond our direct control. Despite these occasional hiccups, our Support team is here to help and was glad to resolve the issue for you.
  
  As a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. The credit is already available for your use.
  
  Look forward to the opportunity to serve you again in the future.