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:08/06/2024

  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 Wednesday July 31, 2024, I booked 3 nights in a hotel in Rochester, NY. After some moving and packing delays, I was unable to arrive in the hotel until the second day of my stay. I went to the front desk, and she said there was no reservation for me. After a long back and forth with the chat support, I was finally told that the reservation was cancelled as a no-show. I requested my money back, since I didn't actually get the stay I paid for, and instead only got put in a very frustrating loop saying there was nothing that could be done.

  

  Business Response

  Date: 08/08/2024

  Hi Richard,

  
  Thank you for reaching out about your reservation with booking number ********** for the hotel ***** ** ****** ********* University Area. We understand that you are seeking cancellation as you were unable to use your reservation, however, the accommodation has reported that you rather marked as a No-Show.

  
  In this instance, we remind you that hotels have their policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.
  
  Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.

  
  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.
  If approved please submit this documentation through our amendment form at **********************************

  
  We trust this explanation brings clarity to the matter.
  
  

  
  

  Customer Answer

  Date: 08/08/2024

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

  I was offered nothing, and still feel I am entitled to a full refund. I simply wish to receive that which I paid for, and having received nothing, wish to get my money back.
  

  
  
  Sincerely,
  
  
  
  Richard M***

  

  Business Response

  Date: 08/11/2024

  Hi Richard,

  We understand that you wanted to receive the full refund of your reservation. Please know that our Support Team has contacted the hotel to confirm your booking however, the accommodation has reported that you are rather marked as a No-Show.

  In this instance, we remind you that the hotel management have their own policies regarding check-in times, and all of them are entitled to mark the reservation as a No show if you did not present yourself at the designated time. We are unable to intervene, as they have the ultimate authority in upholding these policies.

  We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.

  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: 08/12/2024

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

  I have made every effort to resolve this without going through a formal dispute process. However, after being completely stonewalled, I have no other choice.
  
  
  
  Sincerely,
  
  
  
  Richard M***

• Initial Complaint

  Date:08/04/2024

  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.

  Shady.A booking made for a hotel stay with this online company offering an additional payable option for a refundable charge, when at the same time there was a refundable charge included within the package deal already. I immediately sent them an email to cancel after the booking but they have never replied and neither refunded the total amount of $806.92 yet. I had to call my bank to address this issue which is currently under dispute.

  

  Business Response

  Date: 08/08/2024

  Hi ***,

  
  Thank you for reaching out to us with your concerns regarding your reservation B_15122273 at the Homewood Suites By *******************

  
  Were proud to be a trusted company recognized in several reputable publications. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions.
  

  When booking a flexible rate, you are entitled to a full refund if you cancel within the grace ******* On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  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:
  *****************************************
  **************************************

  
  Alternatively, if your reason for cancellation is not listed under the Enhanced Refund coverage, you can reach out to the property with your request for a refund. If the hotel approves an exception, we would be more than willing to assist you with issuing a refund. Once you've secured approval from the hotel, you can initiate the cancellation by visiting: ********************************************** and following the prompts.

  
  We hope this clarifies your concerns.

• Initial Complaint

  Date:08/03/2024

  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.

  Booked hotel on August 3rd for one night stay, realized with weather and tropical storm that has parts of ******* under hurricane watch that making it there would be unreasonable so tried to cancel Was told that the refund was non refundable even with the extraordinary weather and they would keep the money and not provide any refund.I understand a full refund might not be possible but under the circumstances even a partial refund considering the state of emergency conditions across ******* at the moment is reasonable

  

  Business Response

  Date: 08/06/2024

  Hi *****,

  Thank you for taking the time to share your feedback about our cancellation process. We're dedicated to ensuring your satisfaction and are here to address any concerns you've encountered.

  It looks like your booking was made under a non-refundable policy, which generally limits modifications or cancellations.

  In light of these circumstances, we are willing to consider an exception in this case. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.

  We're here to assist you in the best way possible!

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22088398
  
  I am rejecting this response because: I was previously told by the business they were going to make an exception, then they turned around and said they contacted the hotel and couldn't make an exception.  They told me that they talked to ***** at the hotel and that is need to get the hotel to cancel and provide them proof.

  I called the hotel and they told me they had no one by that name, and that the hotel could not cancel it as I didn't book it thru them and that is need to contact your site as the payment was issued to you.

   

  If you are actually able to issue the refund this time instead of saying you are going to make an exception and then turn around and go nope, no exception then I can accept the solution.  Saying you are going to make an exception then doing nothing to get me a refund is not a solution 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/09/2024

  Hi *****,

  We want to clarify that since your booking was made under a non-refundable policy, with limited options for modifications and cancellations, we will provide an exception to have our Support Team contact the hotel and our travel partner to advocate for a complimentary cancellation on your behalf. We always do our best to negotiate on your behalf, but sometimes our hands are tied.

  Our Support Team has already made every effort to request a complimentary cancellation. Regrettably, the hotel denied our request for a free-of-charge cancellation due to their strict policy with pre-paid and non-refundable bookings.

  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.

  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.

  We trust that this information has addressed any doubts or concerns you may have.

  Customer Answer

  Date: 08/09/2024

  
  Complaint: 22088398
  
  I am rejecting this response because: They did nothing to resolve the issue and instead as I already mentioned in my previous response are literally copy and pasting an answer they gave me previously and trying to push the blame on someone else.  I already contacted the hotel who told me that since I did not book thru them, and I did not issue the payment thru them that the only person who could cancel it would be the company I PAID which is trying to blame the company.
  
  The hotel flat out told me that they cannot cancel a reservation I did not make thru them and that its at Super.com's discretion to issue a refund as they are the ones I paid, not the hotel.  
  
  I already said this in my previous response and said that this was what I was previously told by Super.com and the Hotel, so not only is Super.com not resolving the issue they are not reading the responses I sent and just sending template answers without actually reading what I am writing.  I paid Super.com, I cannot get the hotel to cancel my reservation as I did not book it, Super.com booked it on my behalf after I paid them and per the hotel THEY need to cancel it and/or process the refund
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/03/2024

  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.

  Super.com continually hung up on me over the phone, continued to pre-maturly end chat, while I was trying to get our trip cancelled because *********** is under state of emergency.This is the opposite of helpful especially during a state of emergency because of a hurricane.Horrible customer service and they continue to not give me my money back even though TOS covers hurricanes under force ******.

  

  Business Response

  Date: 08/05/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  It looks like your reservation was already past the grace ****** for refundable booking, making it non-refundable. This generally restricts modifications or cancellations unless authorized by the hotel.

  In light of these circumstances, we are willing to consider an exception in this case. We're glad to inform you that our Support Team has successfully managed to get a special approval for your refund on your booking. The full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We hope this helped and look forward to having the opportunity to serve you once more in the near future.

  Customer Answer

  Date: 08/05/2024

  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:08/01/2024

  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 have never signed up for super.com. I've been seeing 2 attempts to withdraw $15 out of my bank account. Since I've never signed up for this. I went to super.com and low and behold. My phone number and bank card was signed up to it. I cancel it, but they're still attempting to withdraw money out of my bank. I called the number to cancel it but automation told me to call back during working hours, but their site say 24/7.

  

  Business Response

  Date: 08/04/2024

  Hi *****,

  Thanks for bringing this to our attention. 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.

  To ensure there are no misunderstandings or inaccuracies, we kindly advise you to review any the services you may have enrolled in. We want to assure you of our commitment to privacy and data security. Super.com only collects information relevant to the services you have contracted.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please note that we offer cancellations online, but this option may not be available in all states due to regulatory restrictions. We've checked our records and see that your membership has been successfully cancelled and refunded last August 1, 2024. It usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  If you require further assistance, you can contact our dedicated team at ***************** use the chat feature in your Super.com App. They are available Monday to Friday, from 8 AM to 7 PM, EST.

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

• Initial Complaint

  Date:07/30/2024

  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 hotel room through super.com on 4/30/2024 for a stay at ****************************** from 8/2-8/4/2024. Upon calling the hotel to confirm my stay, I was notified that the travel agency cancelled my reservation, which was paid in full. Super.com will not provide me with a status update and told me they will not refund my money because Im outside the cancellation period. All I want is either my reservation to be honored or a refund. Otherwise I am out $740.36 - a large monetary loss for my family.

  

  Business Response

  Date: 08/04/2024

  Hi ******,
  
  Thanks for bringing this to our attention. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.
  
  We appreciate your understanding in this matter.

• Initial Complaint

  Date:07/29/2024

  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.

  This isn't about Super Pay. That works well. Its why I am still a member. THE ONLY reason. The main reason I am here, however, is their Super Travel side. As a paying member, I was never given any information regarding me having to make a choice between one or the other, in reference to receiving benefits for either Super Pay or Super Travel as a Super + active member.I have relied on Super.com to accommodate my frequent need for hotel stays, at barely any success. To put it to you in perspective, I have lost out on major savings, and cashback from hotel bookings that I could have made through Super.com, yet because of their failure to follow through with their advertised services on my end, I was not able to enjoy the benefits other members currently are.When I go to the "Hotels" section of their app. I am greeted by some nearby hotels with open availability. When I search for and put the booking details into the search filter. The option that fits me best will show up. That's where the problem begins and ends. Their website, regardless if it's on the app, or web browser continuously gives me an error message immediately when I choose the room and attempts to proceed to go complete my booking. This has occurred to me more than 8 times now. When I call, I am bounced like a ***************** ball to Membership Support to Travel Support, to then outside booking agencies who try to sell me the same hotel room, at a much higher cost, rather than helping fix my problem.No one can help me, and no one seems to want to allow me to speak to a supervisor. The times I have set a callback appointment with a supervisor, I find myself waiting without a call back being made. I have been in situations where all I could afford was the pricing on their website, and because of that, gave ended up having to sleep out of my vehicle. They are, however, quick to limit my benefits on all other fronts if I refuse to pay my membership fee in full. Screenshots provided.

  

  Business Response

  Date: 08/04/2024

  Hi ******,

  Thanks for bringing this to our attention. Your feedback is invaluable to us, as it guides our continual improvement and growth. Rest assured, we're fully committed to making sure your experience is smooth and efficient.

  We want to inform you that our Corporate Team has been alerted about this matter and is currently conducting a thorough investigation.

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

  Customer Answer

  Date: 08/04/2024

   
  Complaint: 22059246
  
  I am rejecting this response because:

  Now, does alerting your corporate team mean that they are now to revoke access to not only the travel portion of your benefits, but now I can't redeem my cashback to my Super Pay account? It has nothing to do with my limit either, for it continues to deny me the redemption into my Super Pay account for two days , and still failing to appropriate those funds.

  You guys have now rendered my account completely useless, yet your ability to charge people their monthly dues never seems to hit some sort of computer glitch. It's always a punctual and on-time process, that never seems to hit some dort of hiccups. Have you heard of a day where Super as sent out a notice to its customers to tell thrm, "Sorry esteemed member, but our payment system is down, and we will not be able to charge you for up to two weeks." I think i can answer that for yiu... NEVER.

  Not only can I not book a hotel with you guys to save my life, but now you aren't allowing me to withdraw my credits into my Super Pay account. This is beyond ridiculous. It's as if reporting you has done the complete opposite. Rather than fix the problem, your team has chosen to double down and go for more misery to teach me a ****** on why I should think twice the next time I even think of reporting this company.

  Trust me, when it's time for Super.com to collect what's theirs, they will hold nothing back, and make your account quite literally usuless until you pay. The difference here is that I pay, and for the past many months, I have been paying for the most important part that I needed you guys for to begin with, being the hotel discounts.

  I better get a response back from this company first thing on Monday. It would absolutely be to your best interest to do so.

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

  

  Business Response

  Date: 08/06/2024

  Hi ******,
  
  Thank you for sharing your concern. Were here to help resolve the issue you encountered with redeeming your cashback into your Super Pay account.
  
  After conducting a thorough review, we have determined that all of your cashback redemption attempts this month were successfully processed. The issue you experienced may be attributed to a preset limit on redemptions. As what our Support Team has informed you, the limits are:
  
  $100.00 in cashback per day;
  $250.00 in cashback per week; and
  $1,000.00 in cashback per month.
  
  Unfortunately, there is no tracker built into the app for you to be able to track your limits. For the time being, we ask that you refer to the limits mentioned above and keep track as you go. The limits work on a rolling-period as opposed to a calendar-period.
  
  To be clear, if for instance you were currently hitting your daily limit but still had not hit your monthly limit, you would still be unable to redeem. Where one of the limits are hit, you will not be able to redeem.
  
  Regarding your concern about unsuccessful booking attempts, rest assured, we're fully committed to making sure your experience is smooth and efficient. We greatly appreciate your patience while our Corporate team works diligently to get back to you as soon as possible.
  
  ?Thank you for your patience as we work diligently to address and rectify this situation.

  Customer Answer

  Date: 08/07/2024

   
  Complaint: 22059246
  
  I am rejecting this response because:

  There is no tracker, that can allow me to see my current redemption status? May I ask then, how are you guys able to track to the most accurate ***** the amount I've redeemed? Obviously, leading to the denial of any additional redemption for the day, week, and/or month? Is this tracking mechanism so advanced that it can only serve the purpose of very secretively keep track of how much h of the credit I earned I can use? You're telling me that it is not technologically possible for the computer to know when to tell me enough is enough, while also allowing me to see where I am on my current limit?

  Also, When a BBB complaint is filed on a company, a company that truly shows their ambition towards customer satisfaction will directly link any complaints filed directly to the people who can either solve the problem or explain their logic on the actions taken. They don't direct BBB complaints to the same people who helped me over the phone or chat, giving me the same exact response as you have (minus enduring me that the corporate team will at some point reach out to me.) The same people who carry no ability to give me the conclusiive answer I need to understand or have my problem solved.

  Can the "Corporate Team" at the very least acknowledge my message, letting me know of the multitude of people they are currently assisting with their issues, and that they will get backto me in the next few days, weeks, months or even years?

  I would greatly appreciate the assist on this and look forward to the response from someone who can bring a solid response to my issue, and not just some copy and paste message, ****** attempting to buy more time as you continue to charge me for services that choose to work when they decide they want to

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

• Initial Complaint

  Date:07/26/2024

  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 was sent an email through ************ a website ive used for about a year they sent me an email saying i could get 20 dollars for a receipt they asked me for my card info with the title your 1 step away from 20 bucks. i checked my account and was charged 1.97 i never appoved this charge. that charge was under false pretense and i want my money back!

  

  Business Response

  Date: 07/30/2024

  Hi Kayetlin,

  Thanks for taking the time to share your experience with us. It seems there might have been a misunderstanding regarding your sign-up for the Super+ trial membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  Please know that the Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+

  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  For assistance, please call our Support team at ** ***** ******** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: ****************************

  We hope this information has been clear and helpful.

• Initial Complaint

  Date:07/25/2024

  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 have been paying for a monthly membership. But is unable to book a room. Been try for the last 4 months talking with customers service ND support team. Issues is still Isn't fixed. Ask for supervisor waited on hold 39 mins no one came back to the phone. Support team hasn't responded to me since July 12

  

  Business Response

  Date: 07/30/2024

  Hi *****,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  After conducting a thorough investigation into your concern, we would like to inform you that no issues have been identified with your account. We recommend attempting to book again as there may be a device-related issue at play.

  To start troubleshooting, we advise clearing the history, cache, cookies, etc. for your browser. Please also make sure to use the latest version of the app.

  If the problem continues to persist, kindly reply to the email sent by our Corporate Team so that we can further assist you.

  We trust that this information addresses your doubts and concerns.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22046561
  
  I am rejecting this response because:
  This is the message I ge5 when I try to book. And the customer service manager.  Told me that this only happening to my account.  I attach a screenshot if the error message, u received 
  Sincerely,
  
  *********************;

  

  Business Response

  Date: 08/02/2024

  Hi *****,

  Thanks for bringing this to our attention. Your feedback is invaluable to us. Rest assured, we're fully committed to making sure your experience is smooth and efficient.

  We greatly appreciate your patience while our Corporate Team works diligently to get back to you as soon as possible as they investigate the issue with your account.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22046561
  Want me to quickly 3 more days fir half my money 
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/25/2024

  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.

  The company is scamming customers for not giving refund back even though the cancellation was within reasonable time periods. They ask customer to call the hotel to process refund and even the hotel agreed to, super.com was never refund the money back to customers, including me as the result. As for me. This company has been scamming so many people.

  

  Business Response

  Date: 07/28/2024

  Hi ***,

  Thanks for taking the time to share your experience with us. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a flexible rate, which entitles you to a full refund if you cancel within the grace ******* However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  It is important to note that you may apply for a refund via the online Refund Application Form any time up to the booking (departure) time and even up to 60 days after.

  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 would like to inform you that your reservation was only eligible for a full refund until December 27, 2023, at 11:59PM local time of the hotel. As the cancellation period has now passed, your booking is considered non-refundable, typically restricting modifications or cancellations.

  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.

  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.

  We hope this clarifies the reservation policies for you.