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:08/13/2024

  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.

  Mid June 2024 I purchased 3 nights at the ********************** on Snaptravel.com, which was advertised and I paid the money. The money was charged to my credit card as well. About a month later I received an email about the hotel is not supporting my reservation and an alternative (inferior) property was provided as an option or refund my money. I asked questions about this and informed them I had paid $2000 for airline fees that are non-refundable based on this reservation that was advertised and paid for. I didnt hear back for some time after many strings of over 15 emails. All of which the left hand didnt know what the right-hand was doing with each person. I then followed up last week and was informed (I have the email) that hotels typically confirm 2-3 weeks or so before arrival date. This is common practice, I was informed. I informed the agent (I have the text messaging via their app I took screen shots of the communication) that I was informed about not possible to get this hotel and for them to please see the history of communication. The agent informed me prior to speaking to me back again as I was on-hold via text messaging, she checked the history of communication and noted nothing there. She then stated she will be forwarding my confirmed confirmation again, which she did last week, and I have that email as well. She stated for me to please give her a few days to get the hotel confirmation, which I stated please get back to me. Its been over 5 days and Ive heard nothing.

  

  Business Response

  Date: 08/18/2024

  Hi Alen,

  Thank you for taking the time to share your experience with us. Your feedback is invaluable to us, as it guides our continual improvement and growth. We understand how disappointing it can be when things don't go as planned with your travel arrangements, but please know that we're here to help.

  In the ever-changing travel industry, unexpected issues can pop up that are out of our hands as a third-party booking site. But despite these challenges, we're dedicated to making sure our customers are taken care of. Ensuring our customer's satisfaction is our primary goal.

  We want to clarify that for alternative hotel options, we can only offer properties with the same star level, room type, and meal board type as your original booking. Unfortunately, we can't add breakfast to your booking if it was originally booked with meal board type of room only.

  We greatly appreciate your patience while our Support Team works diligently to get back to you as soon as possible.

  ?Were dedicated to enhancing your experience and value your input.

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 22134126
  
  I am rejecting this response because:

  You state, "We want to clarify that for alternative hotel options, we can only offer properties with the same star level, room type, and meal board type as your original booking. Regrettably, we're unable to add breakfast to your reservation if it was originally booked as room only."
  
  Firstly, it's not the responsibility of customer what takes place between 'third party' and hotel; it's the responsibility of the source the customer has engaged with, in this case ********************** to fulfill the advertised rate and room etc. In this case, the room, et al can be booked/made by super.com, the problem is the 'price,' let's be honest. Super.com advertised, and it's their/your responsibility to offer/maintain the office and not place blame onto your client/source, etc. You can easily make the purchase this minute and offer your customer (me) what was advertised for and paid for, where instead run arounds and baits and switches are taking place. Please see the 'alternative' offer hotel. It's in no way shape, place, form, class, etc. as what was paid for by me and subsequently, committed to a trip/airline airfare of $2000 for this as well. The hotel has bay view/location; is a high rise; has an infinity pool and amenities much more than a distanced/boutique no where similar option provided. Let's be honest with one another and equally the community you do business with. Take responsibility and handle situations accordingly instead of stiff arming emails just this week to accept the boutique hotel option, much inferior as I can place here for all to compare and contrast or to obtain a refund. I've informed the email source this is being investigated...I hope you make the needed decision and do so here and via email in the coming few days to avoid further unethical and unacceptable behavior characteristics/practices
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/21/2024

  Hi Alen.
  
  We understand the challenges you experience with your reservation and apologize for any inconvenience. While unforeseen issues can arise in the travel industry that are beyond our control, we are committed to minimizing any impact on our valued customer.
  
  Our goal is to ensure your satisfaction, and we appreciate your patience and understanding. Our Support team is coordinating with our travel partner to find the best alternative hotel for you, ensuring it closely matches your original reservation.
  
  Our records indicated that our Support Team is actively working with our travel partner on this matter and will follow up with you shortly.
  
  We appreciate your understanding in this matter.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22134126
  
  I am rejecting this response because: I'm not sure why this is taking so long to hear back. Can we have a resolution within one week? 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/24/2024

  Hi Alen,
  
  We appreciate your patience and understanding in the matter you've brought to our attention. We understand you have been waiting for a resolution. Your feedback is extremely important to us as we strive for continual improvement and growth.
  
  Our Support Team is diligently working to resolve this as quickly as possible and are awaiting your preferred option to process it immediately.
  
  We appreciate your cooperation and understanding in this matter.

• Initial Complaint

  Date:08/12/2024

  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.

  At the beginning of July, 2024 I booked a hotel offering free cancelation till September 29, 2024. Hotel was booked for 2 days for September 29-October 1. On July 3rd Super.com charged my bank account $635.89. I cancelled this booking the next day and Super.com on July 4th refunded me $563.46, pocketing $72.43. I travel a lot and never had an issue with hotels.com or Expedia. I am asking to refund remaining amount $72.43

  

  Business Response

  Date: 08/18/2024

  Hi ******,
  
  Thank you for taking the time to share your detailed feedback. We completely understand the concern you must be feeling about not receiving your full refund for the cancelled reservation. We appreciate the chance to help clarify things for you.
  
  It's important to note the differences between the types of bookings available when making a reservation. A Non-refundable rate may come with a lower price, but it does have a stricter cancellation policy. However, you do have the option to upgrade this policy for more flexibility, which can allow for refunds under certain conditions.
  
  For those who booked a flexible rate, cancellations within the grace ****** are fully refundable. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  
  We are dedicated to providing a clear and transparent experience for all of our customers. For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************
  
  We hope this clarification helps to answer any questions or concerns you may have had.

• Initial Complaint

  Date:08/12/2024

  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.

  This business is a SCAM. They will not refund my money for a hotel that I never stayed in. They will say that since I filed a charge back, they no longer can access my account. And that it rest in the hands of my bank, and to contact my bank. Ive called my bank many times and theyve never heard from super.com. My bank says that super.com is holding my money and I need to contact them for the refund. Super.com always tell me the same thing, they do not have access to my chargeback and cannot issue me a refund, only my bank can. I have been going in circles FOR MONTHS. This company is a massive SCAM.

  

  Business Response

  Date: 08/17/2024

  Hi *******,

  Thank you for bringing this to our attention. ?As a reputable company featured in well-known publications like the **************** Forbes, and the *************** our credibility and genuine business practices are well established.

  We understand how important this is to you, especially considering that you have not received your refund yet. Your experience is important to us, and we appreciate the opportunity to address it.

  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.

  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.

  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/17/2024

   
  Complaint: 22127744
  
  I am rejecting this response because:

  My bank said they have had zero contact from you and they arent the ones holding my money, you guys are the ones holding my money. I have spoken to many managers at my bank that have reiterated and confirmed this. They cannot give me back any money that they never had. I paid you guys for this hotel and thus you held my money. I have proof that the hotel okayed the refund. You will not provide a legitimate or valid contact number or email for the chargeback team, so I can reach out to them and get an update on my refund. You also charge $30 to even initiate the refund process. You guys are scammers.  This is a complete and utter scam. You are robbing people. Your chargeback process has been going on for over a month now, how long does it take? There is no process, you were just stealing peoples money installing them and hoping they will give up. I STILL am waiting for my refund. 

  
  Sincerely,
  
  Aynsley Wolters

  

  Business Response

  Date: 08/21/2024

  Hi *******,
  
  We understand this is not the outcome you were hoping for. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.
  
  Regarding the $30 charge applied during the refund process, this fee covers the costs associated with managing booking changes and cancellations. We handle all complexities involved to ensure a smooth travel experience. This nominal fee helps us maintain competitive hotel pricing for all our valued customers. Please note that the $30 amendment fee will only be applicable if we are able to secure a refund.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:08/10/2024

  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.

  On July 13, 2024, I booked a reservation through super.com to stay at the ***************** - ******************. I checked in after 12 hours of travel, with my service animal, to find that the bed was unmade and the door had been propped open with a washcloth. While I was afraid to go into the room, I was exhausted, and my service animal needed to be cared for. I carefully proceeded into the room, and also opened the bathroom door - not knowing if anyone would be inside, threatening to harm me. I took care of my service animal and collapsed on the other bed. The next morning, I spoke with the general manager and showed her pictures. She immediately offered a full refund, and I told her I had booked the room through a third party. She told me to have the 3rd party -- super.com -- call her, and she would approve the refund. I then reached out to super.com through the chat feature, and was told i needed a written approval. I went back to the hotel and got a receipt on letterhead signed by the Assistant General Mgr. I sent this, along with photos of the room, to super.com. I was subsequently told these did not go through and sent them twice more -- once through the chat feature and once through email. I heard back again, saying: "I trust this email finds you well. My name is *** from Super.com. We inform you that our team is still working with the hotel through our travel partners, hence, we are looking forward to providing you with an update the soonest we hear back from them. In the meantime, we greatly appreciate you for bestowing us with the opportunity to work on this in your behalf." This is disingenuous, at best, because I had already provided signed approval. I reached out through chat today and once the agent knew what I was inquiring about, I received no response. I want an immediate refund -- at the moment, this appears to be a scam.

  

  Business Response

  Date: 08/16/2024

  Hi *****,
  
  Thank you for sharing your detailed experience with your recent ***************** ********* West booking. We aim to ensure your comfort and satisfaction, and your feedback is valuable in this process.
  
  As a third-party booking service, we are committed to facilitating reservations and enhancing your overall experience. While we strive to connect you with excellent accommodations, please note that we are not responsible for hotel standards, amenities, or the behavior of other guests.
  
  We understand how worrying it can be to not receive your refund despite having a signed approval for cancellation from the Hotel's Assistant Manager. Please know that while the hotel may have approved the refund, some of our travel partners can be very strict regarding non-refundable bookings.
  
  Despite these challenges, our Support Team has made every effort to request a complimentary cancellation on your behalf. We're happy to inform you that your reservation has been successfully canceled and refunded last August 11, 2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
  
  If you still need further assistance, please don't hesitate to contact our ************* Team. You can find all our contact details on both the app and the website: ******************************************
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/16/2024

  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.

  Having said that, this resolution was not offered until I escalated my complaint to the BBB.  I thank you for being instrumental in resolving this.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2024

  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 for a hotel through their website on Satudray July 6th, when I arrived the receptionist didn't allowed me to check in due to issue with processing the payment that was used for the original booking, even though my card was already charged. It was around 12 am and I attempted to call the customer service but no one answered, I ended up having to make another reservation through another site since it was extreemly late. I contacted super customer service but it's been over a week since I last heard from them. I need them to refund me for the booking that I was not allowed to check in with.

  

  Business Response

  Date: 08/15/2024

  Hi Faisal,
  Thank you for sharing your concerns regarding your booking on July 26th with ******* *** ******* * ****** ***** ******. We understand the challenges you’ve faced with your reservation and are committed to supporting you through this process.

  
  As a third-party booking platform, unforeseen situations may occasionally occur in the dynamic travel industry that are beyond our control. However, we are dedicated to minimizing any disruptions for our valued customers and ensuring their satisfaction.

  
  As the Support team previously informed you, since you have initiated a dispute with your bank, it is important that any further communication regarding this matter be handled through your card processor. The Chargeback team is aware of your case and is here to assist, but please note that the resolution will be determined through the dispute process with your bank.
  We appreciate your understanding and hope this clarifies the situation.

• Initial Complaint

  Date:08/09/2024

  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.

  Complaint: Unjust Account Ban and Negative Balance on Super My name is ******* ******, and I am filing a formal complaint against the mobile app Super. I have been using Super for several months and initially had a positive experience. However, recent actions by the app and its partner, Review, have caused significant issues, leading to an unjust account ban and a negative balance on my account.In early July, I completed several tasks through Supers partner, Review. One of these tasks involved a deposit offer from **************, where I was required to deposit $19.99 to receive $40 back. I completed the task as instructed and received credit for it in my Super account on August 8. However, the following day, August 9, the credit was reversed, and I was accused of fraudulent activity. I have clear evidence, including screenshots and bank statements, that confirm I made the deposit and fulfilled all requirements.Another task involved achieving a team score of five in the game Fanatic Baseball to earn $74. I exceeded this goal, scoring six and seven, yet I did not receive payment. After submitting a ticket, I was again accused of fraud and banned from accessing Review. I have proof of my scores to refute this claim.As a result of these false accusations, my Super account now shows a negative balance, which I believe is extremely unfair. Despite multiple attempts to resolve this issue, Supers support team has redirected me to Review, which I am unable to contact due to my account ban. The apps system does not allow me to reach Review, as I receive an error message when attempting to do so.I have done nothing fraudulent, and I have all the necessary documentation to support my claims. I am requesting that the Better Business Bureau intervene to help resolve this matter. I seek the immediate restoration of my account balance and the removal of the unfair ban.Thank you for your attention to this complaint.Best regards,******* ******

  

  Business Response

  Date: 08/16/2024

  Hi Shekra,
  
  Thank you for sharing your experience with us. We understand how concerning it must be to see a negative balance in your account and be banned.
  
  After a thorough review, it has been determined that your participation in the cash rewards and cashback program has been terminated due to a violation of our Terms and Conditions. You can find more details at ***************************************************************** in the "Termination" section.
  
  Your feedback is important to us, and were fully committed to resolving any issues youve encountered. We greatly appreciate your patience while our Corporate Team works diligently in investigating the matter to get back to you as soon as possible.
  
  We are committed to enriching your experience.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22119033
  
  I am rejecting this response because:
  The reason I have a negative balance is because Revu deemed a task fraudulent. I provided screenshots showing the transaction came directly from my bank account. I never disputed it or anything.
   
  Sincerely,
  
  Shekra ******

  

  Business Response

  Date: 08/21/2024

  Hi Shekra,
  
  We understand that this situation is not acceptable to you, and I want to assure you that we're here to help. To ensure we get to the bottom of this, we've escalated your case for a deep investigation by our corporate.
  
  We are fully committed to resolving your concern and they will keep you updated on every step of the way. Your satisfaction is important to us, and we appreciate your understanding as we work towards a solution.

• Initial Complaint

  Date:08/07/2024

  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.

  Since July 6th 2023 I have been being charged 9.99 a month for some service that I did not sign up for . We were traveling and looking for a hotel because the original one we booked did not look safe when we got there. Now since looking at hotels to book back in July of 2023 we have been getting charged for a service we did not sign up for.

  

  Business Response

  Date: 08/13/2024

  Hi *****,
  
  Thank you for reaching out to us with your concern about your membership. It seems there might have been a misunderstanding regarding your Super+ membership. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up as we always require clear consent from our users before signing up. Additionally, canceling your membership is straightforward and entirely within your control.

  Our Super+ membership offers a variety of perks, including Cash Advance, Credit Building, and up to 10% Cashback on travel. We're here to support your needs, whether you choose to continue enjoying these benefits or decide to cancel your membership. 

  We've checked our records and see that your membership has been successfully canceled and refunded last August 9, 2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.

  If you still need further assistance, please don't hesitate to contact our ************* Team. You can find all our contact details on both the app and the website: ******************************************
  

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 08/19/2024

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/07/2024

  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 booked a hotel stay with ********** by Sheraton in ********, **, for an upcoming trip with my son. I booked it on Super.com. A hit accidentally hit Thursday, August 8th, check in instead of Friday, August 9th. We will not be in ***** until Friday the 9th. I immediately called the hotel and then Super.com to see about moving this to Friday instead but said there was nothing they could do even though it was a mistake and not changing my plans. I understand there is a not change policy with my booking but seems very unfair that there is nothing that can be done for a mistake even when I reached out directly after seeing the booking come through.

  

  Business Response

  Date: 08/13/2024

  Hi ******,

  Thank you for contacting us regarding your reservation dates. Please know that we are not able to modify any reservations or change your research. 

  Reservations are made based on your search criteria. It's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. Since your booking is non-refundable, modifications or cancellations typically require hotel approval.

  Our primary goal is to ensure the satisfaction of every customer. In this case, our Support team has been notified and will initiate contact with the accommodation and travel partner to request a complimentary cancellation on your behalf. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 08/15/2024

  Thank you for the follow up and response.  I was able to contact the hotel and get the date change without penalty or losing my money as Super.com told me I may.  I am satisfied with my claim as I was able to use the hotel room I paid for.  I will not be using this site moving forward due to their policies and inability to help customers when they make an honest mistake on a booking.

• Initial Complaint

  Date:08/06/2024

  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 booked a stay at a ***********, in *******, on July 9th. The stay was for the night of July 12. I booked the stay starting in the app called Kayak. Kayak lists different websites with varying prices for the same hotel. Super.com was the cheapest so I clicked on its link and booked the hotel. A week later, I noticed a couple of charges I did not recognize. Two charges of a monthly membership fee of *****. One charge was for **** and one was for July. I did not sign up for a membership with super.com. And I did not use the website or their app until July. I also had a charge for a stay at a la Quinta for July *****, in *******. I did not book this hotel. I did not need an additional night, the 13th, and *** stayed at this particular la Quinta before. I did not like it. Also, I did not need the hotel because I booked the Hyatt.I chatted with super.com. They apologized for the fraudulent charge, but told me I needed to take it up with PayPal, which is how the la Quinta was paid for. I disputed, but lost that dispute. I am in the process of appealing that decision.I also called La Quinta and they have no record of my stay those nights. I know for a fact I did not book this hotel. And I did not agree to a membership. The only thing I did through super.com was book the Hyatt for the night of July 12th.

  

  Business Response

  Date: 08/08/2024

  Hi ******.

  
  Thank you for raising your concern about the charges on your card for the Super+ membership.
   It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward. In this instance, we can see, in fact, that our Support team has helped you with the cancellation on July 24th. We're glad that that was sorted for you.
  
  
  Regarding the other reservation you mentioned, at the ************* & Suites By *******, please note that all reservations are made based on your search criteria and confirmation at check-out. We advise to review who has access to your devices and ******************** account.
  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.
  
  
  We hope this explanation clarifies the situation.

• Initial Complaint

  Date:08/06/2024

  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.

  Dear ***, madam: On July 30 at 12;35 am, I reserved a room online with the booking company hotelsinamerica.com (I will call said company HIA here.) for board and lodging with *********** ********* south on July 31. It said "free breakfast, with ******************* too for $117.06 inc, tax. It also said free cancellation. It was on ****** maps and hotelsinamerica.com (HIA) was offering it lowest than the rest of the booking sites so I reserved the room. Right after I clicked submit to reserve the room, I realized it was too late not to do that because the dates showing I booked were August 1. It was a typo error because I am definitely not available to go to ********* on August 1. It's supposed to be July 31. I immediately called ********* inn to change the date not thinking that they must not have received the reservation yet and I was right because the front desk said he does not see I made a reservation. He told me to call the 3rd party company I made the reservation with which was HIA. I called them immediately and a *************** said he can not change the date. I asked WHAT I SHOULD DO then to change the date? He did not even offered to try to cancel it so I can rebook. He said if i wanted the event on July 31, I should make another booking/reservation because the Aug. 1 & 2 booking was NOT A FREE CANCELLATION, NON REFUNDABLE. I asked him "So you just took my money just like that?" He can not even agree with me because what happened was definitely an act of stealing. He did not try to give me a digital voucher at all. It was not in his mind to give or suggest a solution that I can be happy about. I called 3 more times yesterday I was told exactly the same things as what **** told me on July 30.

  

  Business Response

  Date: 08/08/2024

  Hi ******,

  
  We appreciate your patience and the detailed explanation of your concerns regarding your refund request for reservation booking B_15177600 for the **********************************************.
  We looked into this case and could see that one of the supervisors at Hotels in ******* had already worked on your request. As informed, this time we were declined a refund by the accommodation. It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request.

  
  Once you've obtained approval, please initiate the cancellation process by visiting: **************************************** and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.If you still need further assistance please reach out again. To reach the Hotels in ********************* please call *****************. Alternatively, you can send us an email at ***************************.
  

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22098656
  
  I am rejecting this response because: hampton inn & suites ********* south said they do not have my money. HIA hotelsinamerica.com or SUPER.COM have my money.

  ******* inn does not want to give me an authorization or any note coming from them about this case because they do not have proof that i stayed.  

  HIA hotels in ******* or SUPER.COM did not tried to change the date of my stay and i can not travel on the said date august 1. Hotels in *********** or SUPER.COM purposely did not want to change the date so this problem would happen so they can put in their pocket the money.

  Give me back my money.

  
  *****************************

  

  Business Response

  Date: 08/17/2024

  Hi ******,
  
  We understand how disappointing it can be when things don't go as planned with your travel arrangements. Please know that we are not able to modify any reservations or change your research.
  
  When making reservations, please be sure to review all booking details carefully, such as dates, location, and price. It's also a good idea to familiarize yourself with our cancellation policy so you know what to expect if you need to make changes. Since your booking is non-refundable, modifications or cancellations typically require hotel approval.
  
  As we have previously informed you, our Support Team has made every effort to request a complimentary cancellation on your behalf. Regrettably, our request for a free-of-charge cancellation was denied due to their strict policy with non-refundable bookings. It's crucial to note that our ability to override the decision is limited.
  
  If the hotel has agreed to make an exception, we kindly ask you to gather all relevant details from your communication with them, including the name and position of the staff member who assisted you, and follow the cancellation process through the link we provided.
  
  We hope this clarification addresses any doubts or concerns you may have had.