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:07/04/2024

  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.

  I have been trying to redeem my rewards for days, and everytime I try it tells me I’ve hit a limit. On your ledger everytime you try to redeem it it shows as redeemed and my guess is it goes towards the transaction limit, and you guys have no answers expect try again tomorrow. But then it’s another incorrect redemption. This is apparently a problem. I was the money I earned and you have no other options but to see if it works tomorrrow? Your company can’t even tell me when the transaction limit will reset? Or even which limit I’m at. Due to the incorrect book keeping!

  

  Business Response

  Date: 07/06/2024

  Hi Melissa,

  Thanks for bringing this to our attention. We've investigated why you were unable to redeem your rewards and found that you were hitting the monthly limit.

  As mentioned by our Support Team, the limits are:
  $100.00 in cashback per day;
  $250.00 in cashback per week; and
  $1,000.00 in cashback per month.

  Currently, 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.

  We hope this helps clear up why you were experiencing this error and helps going forward so that you can plan your redemptions in a way that suits your plans best.

  Customer Answer

  Date: 07/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have not hit a monthly limit, when you go to redeem your rewards it rejects the transaction because of limits and then adds that amount to the total and in returns adds that amount you TRIED to redeem to your balance anyways. The picture is a good example, if I periodically try to redeem my rewards 5 times a day and get rejected five times, it still acts as tho I’ve received 60 dollars 5 times. This is a problem in your programming. Please fix this. 
  
  Sincerely,
  
  
  
  Melissa P*****

  

  Business Response

  Date: 07/09/2024

  Hi Melissa,
  
  Thanks for sharing your feedback with us. We've investigated why you were unable to redeem your rewards before and found that you were hitting the monthly limit.
  
  We would like to inform you that if the rewards redemption was unsuccessful, the amount will be automatically credited back to your account. You will have the opportunity to redeem it again once the limits are no longer reached.
  
  Additionally, we have verified on our end and confirmed that you have already successfully redeemed your rewards on your account.
  
  As we have previously 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.
  
  At this time, the app does not have a built-in tracker for monitoring your limits. We kindly request that you refer to the specified limits and keep track of your usage accordingly. Please note that the limits operate on a rolling-period basis, rather than a calendar-period.
  
  To clarify, if you have reached your daily limit but have not yet reached your monthly limit, you will still be unable to redeem. Once any of the limits are reached, redemption will not be possible.
  
  We hope this explanation clarifies the issue you encountered and assists you in planning your redemptions effectively. Thank you for your understanding.

• Initial Complaint

  Date:07/02/2024

  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 a stay at ***** ***** ***** for June 14-16. I contacted the third party prior to the stay and asked if anything could be done to receive a refund or modify the dates due to the extteme weather and my travel cancellations also due to the extreme weather. There was major flooding oreventing me from getting to the hotel. There was a state of emergency in Miami Beach. ***** ***** was willing to let me change my dates and super.com where i booked and prepaid said they would get me a refund. Neither have happened and now they are both telling me they cant help me and im out the money.

  

  Business Response

  Date: 07/06/2024

  Hi Brad,
  
  Thanks for bringing this to our attention. It appears that your booking became non-refundable as of May 27, 2024, which typically restricts modifications or cancellations without approval from the hotel.
  
  We have checked our resources and see that the document you have provided to our end states that the hotel is approving to modify your booking dates without incurring any penalties. However, they have not granted permission for a cancellation without penalty.
  
  Please know that our Support Team have tried their best to request a complimentary cancellation on your behalf. Unfortunately, despite our efforts, our travel partners denied the request for a complimentary cancellation. They have reiterated that the property is only allowing to modify the dates of your booking to a later date until the end of November without any penalties. To proceed with this, we kindly advise you to speak with the hotel directly.
  
  We hope we have clarified your doubts and concerns.

  Customer Answer

  Date: 07/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: see attached email. Hotel has granted the cancellation. I have tried communicating with the third party and provided all documents they wanted including this one, clearly the hotel is willing to do more than modify the dates at this point as we have not been able to do that, per the third party we were supposed to be able to do this and prior to this they told me that because of the weather prevwnting me from accessing the hotel i would receive a refund and they would take $30. I have heard a lot of different things from them. They also pose as the secondary “third party” that they sold the reservation to, and no one is able to speak to them. The hotel has made an exception to give me a refund, the third party are the only ones preventing this and have been telling me nothing but lies since this all started.

  
  Sincerely,
  
  
  
  Brad R****

  

  Business Response

  Date: 07/09/2024

  Hi Brad,

  Thanks for bringing this to our attention. Based on the document you provided, the hotel is only allowing to modify the dates of your booking without penalty due to the weather conditions. However, they have not mentioned that they granted permission for a cancellation without penalty.

  As a third-party service, we have to work with a number of partners who have strict policies regarding non-refundable bookings. 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, our travel partners have informed us that they are unable to grant a complimentary cancellation. They have reiterated that the property will only allow for modifications to the booking dates up until the end of November without incurring any penalties. We recommend reaching out to the hotel directly to proceed with this change.

  We hope this information clarifies any doubts or concerns you may have.

  Customer Answer

  Date: 07/09/2024

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

  Again if you read the email i attached, same as last week, you will see the hotel is allowing a full refund. 
  

  I am also happy to modify my dates but me nor the hotel were successful doing so and given no instructions or some sort of credit or code to use on the website to rebook, instead the want me to pay again? So how is that letting me modify? They say i have until November to modify my dates, please instruct exactly how to do so? I have asked many times. The hotel has tried contacting super.com and the company they operate that they sold the reservation to. I can only speak on the phone to super.com, ****** ** ******* has emailed me about this, and when the hotel calls them its called TBO holidays. I can not speak to TBO holidays per super.com - so here i am trying to figure out what is the problem because the hotel has clearly told me and emailed me they will refund me, and super.com is saying the hotel will only modify the dates, which is also ok. But nothing has been done regarding a refund nor modifying the dates or instructions on how to do so. Its been almost a month and i have tried contacting them a lot of times. Many different company names and different things told to me. Again see the attachment, the hotel has tried to contact them to refund me. If that can not be done i would love to modify the dates if they can provide instructions on how to do so. Thank you.

  
  
  
  Sincerely,
  
  
  
  Brad R****

• Initial Complaint

  Date:07/02/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation on Super.com for the ****************** resort for $501.96 on 6/24/24 using PayPal credit. Within 1 1/2 hours, I received a notification that a chargeback had been filed and my booking was canceled. The hotel confirmed the cancellation. Despite my efforts, Super.com refused to provide a refund or a new reservation. I have disputed the charge with PayPal, but Super.com insists that the service was delivered, even though I never stayed at the hotel. The hotel confirmed they did not receive any payment for my reservation. I have documentation, including emails and texts, to support my claim. This unfair treatment seems to be a common issue with Super.com, and as someone who works in the hotel industry, I find this unacceptable. I urge others to avoid using Super.com, as this experience has been deeply disappointing. Super.com has declined to issue a refund despite the circumstances. STAY AWAY!

  

  Business Response

  Date: 07/02/2024

  Hi April,

  Thanks for bringing this to our attention. We've reviewed our records and found that you have contacted our Support Team after making the reservation to request a cancellation due to the reservation being booked in the wrong hotel.
  Please note that once a reservation is made through us, we are unable to modify the details, as these are set based on your initial search criteria.

  Therefore, it is crucial to 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 are generally limited.

  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 trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21931565
  
  I am rejecting this response because: I immediately called and asked if I could change or cancel the reservation once I realized the error (within minutes of booking) and was told NO. I did not proceed with canceling the reservation because I was told I could not get a refund. Shortly thereafter I received a text from Super.com stating that I had filed a chargeback and as a result YOU had to cancel my reservation, stated verbatim. I never asked to cancel it regardless of refund. Once I called the hotel, they confirmed my reservation was in fact canceled and without charge. I was instructed by Super.com that the hotel would be the only one who could agree to amend the reservation without charging and I provided the no-charge cancelation email from ************************* and we are still debating this charge. The hotel has not received payment so who got the money, Super.com? 

  The hotel was very kind to send me the cancelation and I have sent it to you more than once. This charge is not valid and should be refunded minus the $30 fee you mention on your website for successfully providing a refund per the hotel. 

  I see many complaints for this site, now, and it's unfortunate that you do business this way. Being in the hotel industry myself, I know that a refund is warranted under these circumstances. You received full payment, did not pay the hotel, and canceled my reservation completely causing me to book other accommodations, essentially costing me more than twice expected for my vacation. 

  Your willingness to make this right since the hotel has agreed to no charge is the only right thing to do. 

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

  

  Business Response

  Date: 07/06/2024

  Hi April,

  Thanks for bringing this to our attention. Please be aware that once a reservation is made through our system, we are unable to make any modifications as they are based on the initial search criteria provided by you.

  Therefore, it is essential to double-check your booking details before you complete your reservation. This includes verifying the dates, location, and price. We recommend reviewing our cancellation policy as well, so you are aware of the procedures in case you need to make any changes or cancel your reservation. Please note that since your booking is non-refundable, modifications or cancellations are typically restricted.

  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.

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:
  
  While I am awaiting the result of my dispute with my financial institution, I have reviewed the response made by the business in reference to complaint ID ********, and find that they are no longer involved in the resolution.

  I will no longer do business with Super.com as I feel they could have resolved this issue without the assistance of the BBB or my financial institution.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/02/2024

  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.

  From my experience as a customer, today, this company is immoral or possibly illegal in its practices. Their online travel agency services mislead their customers at every turn. For example, they advertise limited travel insurance as a "refundable upgrade" for an extra charge (See attachment) is a serious misrepresentation. This continues as they follow it up with forcing customers to provide their banking information in order to potentially received a refund when trying to exercise that "upgrade" (see attachments).
  In order to qualify for this paid "upgrade" the customer has to provide uploadable proof of emergencies from certain criteria. Therefore, a misrepresentation of travel insurance, not a "refundable upgrade.
  This is only the beginning as they did a couple addtional wrong things, and there maybe more to come that I am not aware of yet.
  This has to be addressed and I'm happy to provide more information as needed.
  Thank you for your time and help.

  

  Business Response

  Date: 07/02/2024

  Hi Sigal,

  Thanks for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate for both of your bookings, 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. Please note that the additional fee paid for this policy extension is non-refundable.

  When booking a flexible rate, you are entitled to a full refund if you cancel within the grace period. 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:
  ****************************
  **************************************

  To clarify your concern about your banking information, please know that this is done to ensure that you will receive a 100% refund of the value they paid, directly to your chosen bank account in the same currency you originally paid the booking should the refund application be approved.

  We hope this clarifies the reservation policies for you.

• Initial Complaint

  Date:07/02/2024

  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.

  - January 19, 2024 I booked the "Hotel Le 18 *****" as this was a Best ************************ franchisee for August 10, 2024 to August 13, 2024 - June 22, 2024 I found out that the hotel already changed ownership, changed the name to "******************" and is no longer a Best ************************ franchisee - Hotel is under renovation, which was also not disclosed to me at time of booking (also, I would have not booked a hotel under renovation)- Super Travel never informed me of this, and their website still states this is the old hotel (*****************)- Since this is a different hotel/owner/name and no longer a Best Western franchisee, I seek a refund-as I am not receiving what I originally booked - Numerous contact with Super.com since June 22, 2024 has not provided any help with this situation

  

  Business Response

  Date: 07/02/2024

  Hi **,

  Thanks for bringing this matter to our attention. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  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. We want to bring to your attention that our Support Team is still currently working to resolve this as soon as possible. They will follow up with you as soon as possible.

  We appreciate your understanding in this matter.

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21930275
  
  I am rejecting this response because:

  -BUINESS STATES THEY NEED MORE TIME TO RESOLVE

  -i AM RESPONDING TO PREVENT THE CLOSURE OF THIS CASE, WHICH IS 5 CALENDER AYS AFTER RECEIPT

  -THIS CASE IS NOT RESOLVED, AND STILL IN DISPUTE

  -IT HAS NOW BEEN 15 DAYS SINCE ORIGINALLY CONTACTING MERCHANT REGARDING THIS DISPUTE

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

  

  Business Response

  Date: 07/09/2024

  Hi Ed,

  We totally understand your concern. We've checked our resources and want to assure you that our Support Team is actively working on your case to resolve this as soon as possible. They will be in touch with you soon.

  We appreciate your understanding in this matter.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21930275
  
  I am rejecting this response because:

  Business has not resolved this issue, and states they need more time to review. It has now been 18 days since my first complaint with business,
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:06/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given a free offer from this from an Afterpay purchase and now I can not cancel it and turns out its actually 15$ a month. This is a scam site. Its boasts free, then costs 15$, and u cant cancel it. It has a cancel button but it just says sorry u have to call an 800 number then the 800 will let u do everything but cancel. I want this cancelled immediately and if even 1$ is took off my account I want it back from these scammers

  

  Business Response

  Date: 06/30/2024

  Hi *******,

  Thank you for bringing this to our attention. We can assure you that we are a reputable and genuine company, and our credibility is affirmed by our features in many reputable publications.

  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 and the membership cost was announced during your sign-up process. 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. If you require any further assistance, please do not hesitate to reach out to our Support team: *****************************************

  We're here to help!

  Customer Answer

  Date: 06/30/2024

   
  Complaint: 21920632
  
  I am rejecting this response because: I find it strange that u can answer a BBB complaint on Sunday 3 hours after filing it but when I try to cancel this fraudulent subscription no one is available to take my request. If any amount of money is deducted from my bank account I will have u charged with fraudulent use of a bank card. Consider this my IN WRITING cancellation with BBB help. So I will go ahead and assume u understand this and any monies after today will be considered and treated as a therapy of funds. Thank u have a great day
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/05/2024

  Hi again, *******,
  Please note that your request is invalid. As stated before, we must comply with each state's regulatory restrictions for cancellation.
  Please ensure to call our Support team at ***************** for assistance.
  Thank you for your cooperation.

  Customer Answer

  Date: 07/09/2024

  Better Business Bureau:   As long as it has been canceled, then I am satisfied with the outcome. 
  
  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:06/28/2024

  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 in wrong state. Refused to cancel or transfer booking. Despite booking 1 hours prior

  

  Business Response

  Date: 06/29/2024

  Hi ******,

  Thank you for bringing this to our attention. We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial 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. We suggest reaching out directly to the hotel to discuss any potential adjustments.

  If the hotel approves an exception, we would be more than willing to assist you with issuing a refund or compensation. Once you've secured approval from the hotel, you can initiate the cancellation by visiting: ********************************************** and following the prompts.

  We hope this helped.

  Customer Answer

  Date: 06/29/2024

   
  Complaint: 21918340
  
  I am rejecting this response because:
  I expected to pay a penalty.  I did not expect to not be able to cancel a 2 day reservation.   I would have been happy to exchange it for the correct state.  Not everyone is computer savvy.   This is poor customer service.  You are losing a customer.   And I advice others to use other websites that are more customer friendly.  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/02/2024

  Hi ******,

  Thank you for bringing this to our attention. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  We understand how important it is for every aspect of your travel to align perfectly with your plans. Please keep in mind that once a reservation is made through us, we are unable to modify the dates as they are set based on your initial search criteria.

  It's always a good idea to double-check your booking details before completing your reservation, including the dates, location, and price. Familiarizing yourself with our cancellation policy will also help set expectations in case you need to make changes or cancel your reservation.

  Since your booking is non-refundable, modifications or cancellations usually require hotel approval. If you need to make changes, we recommend contacting the hotel directly to discuss any potential adjustments.

  If the hotel does approve an exception, we would be more than happy to assist you with issuing a refund or compensation. Once you have approval from the hotel, you can begin the cancellation process by visiting: ********************************************** and following the instructions provided.

  We hope this information is helpful to you.

• Initial Complaint

  Date:06/26/2024

  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.

  On January 17th, I used super.com to book Hakone Kowakien Tenyu in ******, ***** for two nights (Satuday, March 30th, 2024 through Monday, April 1st, 2024). We were specifically booking at *************** Tenyu for its private baths in each room.On February 7th, a few weeks after I received my Super.com confirmation, I checked the website of the hotel to confirm my reservation. It could not find my reservation, so I contacted support. They said they did not see my booking and to contact my third-party booking agent. I contacted Super.com support and asked to confirm that my booking was intact. The agent let me know that hotel blocks aren't filled in with customer information until closer to the arrival date.On March 11th, I reached out to the hotel to see if they had my booking. They replied on March 13th, 2024 that they did not have a reservation for me at their hotel, but that I had a reservation at their sister hotel, *********************. They let me know that the Super.com made a mistake because their names are similar and asked me to go to them to change the booking.I reached out to Super.com support, where my case was escalated. On March 14th, I received an email confirmation from Super.com support that I was properly booked at ********************* (not *********************) with the name of the staff that and a hotel confirmation number. I then reached back out to ********************* Tenyu and they let me know that the confirmation number provided was actually Hotel Hakone Kowakien's phone number.Two days before check-in, I tried to verify with Super.com support again. They let me know that I was booked. Upon check-in, the hotel said the they did not have my reservation. I was repeatedly told that my booking at Hakone Kowakien ***** was set by support, even though the hotel said otherwise. After 4 hours waiting on support, I checked into the sister hotel because we would not have a place to stay otherwise.

  

  Business Response

  Date: 06/27/2024

  ******************,
  
  Thank you for bringing this to our attention. 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 Support team is currently working to resolve this as soon as possible. They will follow up with you as soon as possible.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21907938
  
  I am rejecting this response because:
  

  Super.com is missing the point entirely. I booked at a specific hotel, *************** Tenyu, and was repeatedly told that my booking was correct. Even on the day of and day before, I was told that I was booked at this hotel. 
  
  
  Once I arrived, they told me that my booking was at their sister hotel, the *********************. Even then, Super.com support was telling me that my reservation was correct at *********************, when I was at the hotel and they were turning me away.
  
  
  I waited for over 4 hours on support trying to get this fixed. It wasn't fixed. I was told my issue was escalated and they didn't. After calling, the situation was escalated, but it had already been over 4 hours. 
  
  
  I had to check into the ********************* because if I didn't, we would not have had a place to stay. It was already past 8pm local time and there were no availabilities anywhere else in the area. 
  

  Regards, 
  ********************

  

  Business Response

  Date: 07/02/2024

  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.

  We appreciate your understanding and want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support Team was able to address and resolve the issue by getting in contact with the accommodation, confirming that you were able to stay and fully utilize the booking on the ****** ***** of ****** Kowakien Tenyu.

  To compensate for the inconvenience caused, our Support Team has provided a credit to your account. Additionally, as a demonstration of our commitment to continuous improvement, we're delighted to offer you an additional 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.

  We appreciate your understanding in this matter.

• Initial Complaint

  Date:06/24/2024

  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.

  On Feb 14th 2024 I booked a hotel room through super.com. The booking was for a double queen room at the ******* ** ******* at *** * ****** *** Auburn, WA. on the night of June 25th, 2024. My ****** account was charged for $147.96 on February 14th. My confirmation number received from super.com for the booking was r: **********. Today I called the hotel to verify my reservation (June 24th). I was told that I did not have a reservation, and that many people come to the hotel saying that they have a reservation booked on super.com, but that the reservations from that company never come through. I was advised by the hotel to seek reimbursement from my credit card company for fraudulent charges. I instead contacted super.com via their app messaging platform, to try and find a resolution. After an hour and 40 minutes of back and forth messaging, they could not provide me with a confirmation number for my booking with the hotel, or contact the hotel to verify that I had a reservation. They just said that they were trying to get me a reservation number and would get back to me when they received it. It has now been over 4 hours since I contacted them to verify my reservation with the hotel, and they have not provided confirmation. They said that I can contact super.com if I show up at the hotel and don’t have a reservation. My reservation is less than 24 hours away and I will be flying across country with little children, renting a car and arriving at the hotel late at night. This is 100 percent unacceptable. I would like an immediate confirmation of my room from the hotel, or a refund. This is what I demanded from super.com over 4 hours ago, and they cannot/have not delivered.

  

  Business Response

  Date: 06/25/2024

  Hi Daniel,

  Thank you for bringing this to our attention. We appreciate your understanding and want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue.

  A full refund has been processed back to your account, and it typically takes 3 - 5 business days to reflect. Processing times are solely dependent on the bank, so we recommend reaching out to them for an exact timeframe. Our Support Team has also provided 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.

  We appreciate your understanding in this matter.

  Customer Answer

  Date: 06/25/2024

  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,
  
  
  
  Daniel R*******

• Initial Complaint

  Date:06/23/2024

  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.

  Was charged $15.00 for a cash advance membership by super+ because I was led to believe that's how I could get a cash advance When I realized it didn't I cancelled the membership within minutes and didn't receive a refund called the number provided says 24 hour service but wasn't able to get through said call during business hours but no hours provided

  

  Business Response

  Date: 06/24/2024

  Hi ********,
  
  Thank you for reaching out to us with your concerns. 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.
  
  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 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: *****************************************