Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked our room at the holiday inn on oct 16 with confirmation. Arrived on nov 1, and they have no reservation in my name, under super.com, my phone number, nothing. The hotel was completely booked so we had to go to a different hotel that cost $172 because we had been traveling for 12 hrs with 4 year old twins. The customer support is zero, no phone number or email, just a chat bot that tells me my reservation is safe and secure.

  

  Business Response

  Date: 11/11/2023

  Hi *****

  Thank you for reaching out to us about your reservation B_11633387 at the *************************************, An IHG Hotel.

  We're genuinely sorry for the trouble you faced with your reservation.

  It's important to note that in the travel industry, certain situations beyond our control *** arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can.  
  
  Our Support team is currently working on your case and a representative will follow up with you shortly.

  Thank you for bringing this to our attention, and we're here to support you in any way we can.
  

  
  
  

• Initial Complaint

  Date:11/01/2023

  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.

  On 10/27/23 I booked a reservation for a hotel for 11/3 - 11/5. I called the Hotel today on 11/1 and they have no record of my reservation that is in 36 hours. This website is a scam. They charge your credit card for services not rendered. I am disputing this charge with my credit card company.

  

  Business Response

  Date: 11/11/2023

  Hi ****

   

  We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.
  
  
  We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.
  
  
  We appreciate your understanding as we work within these parameters to provide you with the best possible experience. If you have any further questions or concerns, please feel free to reach out to our 24/7 Support team:All our contact information is available on the app and site:
  *************************************************************************************************************

• Initial Complaint

  Date:11/01/2023

  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 10/14/2023 I paid $83.81 to Super Travel for a one night hotel reservation at ************************ ***** (Booking #B_11597088). Check in date 10/14/2023 check out 10/15/2023. I arrived at the hotel at approximately 9:15 pm and was told I was not on their reservation list and that there where no vacancies. I left and checked into another hotel. I've communicated with numerous representatives at super travel regarding a refund but been unsuccessful. They tell me to submit a request for refund at "Go.super.com/bookingerror" but nothing comes up. Please help me get my refund of $83.81 back. Thank you in advance

  

  Business Response

  Date: 11/10/2023

  Hi *****,

  
  Thank you for reaching out to us about your reservation B_11597088 at the *************************************************** .

  We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.

  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.

  
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 11/11/2023

   
  Complaint: 20808818
  
  I am rejecting this response because:

  Greetings, I first one to thank you for your apologies. And your apology is accepted in the most humble forgiving fashion.  But unfortunately you have not met my demand for a refund of $83.81 for B_11597088, which I believe to be a very modest request under the circumstances I endured.  To briefly summarize the circumstances,  drove ***** from ********** to *****, ** for a business opportunity.  After a long exhausting drive I arrived at 9:15pm to the hotel.  Relieved to be off the dark unfamiliar highway,I walked into lobby only to be met by a less then friendly lady who said I wasn't on their reservation list. I was then instructed to show her my reservation confirmation. With my uncharged cellphone lost amongst a car fully packed with luggage, I began to unpack my luggage onto the parking lot pavement.  Once I located it, I had to sit in the lobby and let it charge a few minutes.  After I located the confirmation, I began to walk towards the lady to show her, and the battery died again.  Not enough charge.  So I let it charge some more.  As it was charging, I began to move my luggage into the lobby.  As I was bringing my last peice of luggage through the door, the lady, who's standing behind a counter watching me go through all this, slides down a wooden vertical door indicating that she's now closed.  I knock on the door modestly at first.  There was no response. I then banged harder on the door.  She appears from the side, and tells me she's calling the police and I need to leave.  With a dead cell battery, and unfamiliar with the area, I didn't know where to go.  So waited for the police, I figured they could at least point me out in the right direction.  Upon their arrival she told them I threatened her and I was placed in handcuffs.  After a brief investigation I was released and given a criminal trespass warning. And then they informed me which direction to drive to find more hotels. And that's when I checked into LA Quinta inn for  nights.  

  Initially I only asked for my $83.81 refund for B_11597088.  But now I feel it's only right that Super.com compensate me for the inconvenience, humiliation and embarrassment that I endure. So I am now demanding a refund for B_11597088($83.81) and B_11607321 ($194.07)which is the confirmation number and cost for the alternative hotel.  The reason I paid for to nights at the alternative hotel is because it was after 11pm when I checked in, and it would have been pointless to check in for one night, and then have to wake ** in a few hours(that's if I even slept after all I just went through) and try to figure what do or where to go next in morning.

  So the total amount I am demanding is $277.88.  I asked that this amount be refunded back to my debit card used in both transactions within the next 5 business days. If my request are not met than I will be making a demand for arbitration, in which my demands will not be as modest as they are now.  I thank you in advance, and again, thank you for your apologies.  Now Pay Up.

   

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

  

  Business Response

  Date: 11/21/2023

  Hi *****,

  Thank you for reaching out again.

  We apologise for the delay as some cases take longer than usual to resolve. Our support team is in touch with the Hotel and our partners and they will update you at the earliest. Please don't hesitate to reach out to them if you have any questions.

  Regards

• Initial Complaint

  Date:11/01/2023

  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 booked a hotel for two nights on this website. When I arrived at the hotel, the front desk guy told me that there was an error about the virtual credit card provided by this travel agency, as the transaction was denied. I called this travel agency immediately and they promised me they are working on this issue and will call me back within 20 minutes. After 30 minutes, I called them back, they said they were still working on it. I then made multiple calls and online chats with this travel agency during the night. I finally received their call after 20 hours, asking me for documents from the hotel showing it was the travel agency's fault. I collected all the documents they asked and sent them to this travel agency's customer support email. After 17 days, which is 14 days later than they claimed, someone from customer support finally sent an email to me, and said it was all my fault- he said he called the hotel, and I didn't show up on the first night. I replied to him with plenty of evidence, including the screenshot of failed card transaction on that date and the letter conforming my show-up from the front desk manager of that hotel, but he never replied back.

  

  Business Response

  Date: 11/10/2023

  Hi Ruikang,
  
  Thank you for reaching out to us about your reservation B_11423768.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been re-escalated to our *********** team who will follow up with you as soon as possible.
  

  Regards

  
  

• Initial Complaint

  Date:10/31/2023

  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.

  Book the reservation to check in on **** 23 and check out on 11/123 reservation B_11830729 I got there there was no reservation after calling the company they called the hotel and provided a another number which stated that the room was canceled *********** will not return my money I did not get a room I sat for hours in the parking lot waiting for a response and I received none I called the company refuses to give me my money back this is a complete and total scam super.com should be removed from business immediately

  

  Business Response

  Date: 11/10/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11830729.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been re-escalated to our *********** team who will follow up with you as soon as possible.

  Regards

  
  

  Customer Answer

  Date: 11/10/2023

   
  Complaint: 20807892
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/30/2023

  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.

  Transaction took place 10/24/2023 Two transactions of $292.31 for a total of $584.62 For a Hotel room I was charged twice by Super.com for a hotel rooms after I was only supposed to pay $292.31 I was charged an additional $292.31 for a total of $584.62 After speaking with Super.com they stated they did not charge me twice and to dispute with my bank. When I got to the hotel I was staying at they confirmed super.com had booked me for two rooms. The hotel was able to cancel the room but not able to refund me and stated super.com would need to refund me. I have contacted super.com multiple times and they refuse to give me back the money I was charged. Super.com keeps saying they only booked me for one room and charged me for one room. I tried explaining that I was charged twice on my card and the Hotel confirmed that super.com booked two rooms. Super.com still refuses to reimburse my money for the additional room. Confirmation number B_11729387

  

  Business Response

  Date: 11/09/2023

  Hi *****,

  Thank you for reaching out to us regarding your reservation. We apologise for any inconvenience.

  Please note the only reservation that we have on our system that was booked by you and shows up under your details is B_11729387.

  We do not have any other reservations showing up on our system. In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was no longer available, SuperTravel has not charged you and so your card processor will release the hold placed.

  Regards

• Initial Complaint

  Date:10/30/2023

  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 room at the ************* in ******* **. on Oct. ***** for one night. I transfered money to there supertravel cash debit card of $100.00 the total of the room was *****. I recieved conformation and payment went through. when I got to the hotel they told me my card was declined, it was not declined but supertravel did give them the wrong debit card number that I paid with. It showed I made reservations and non refundable. I was crushed and could not get through to them. The next day I did get ahold of them and asked for a refund, I sent them all the info they needed that day and it was not going to take more then a day to refund me the $100. its been 3 weeks and been calling and emailing them everyday. I told my bank and filed a claim but I cant reach anyone. I was left hanging from the hotel the booking agency Supertravel and my bank. I litterly was waiting for a couple hours in front of the hotel, So I paid for stay at the ************* in ******* **. and did not even stay there and I have not recieved my refund from supertravel. The hotel,supertravel,and my bank are aware and I have emails for proof and phone calls that were made. I am asking for my refund of $100.00 refunded now, I have waited and noone is responding back, the longer with out communicating they wont refund me. I am demanding the refund to be refunded to my bank card.please settle this and refund me $100.00.. thank you, ***************************

  

  Business Response

  Date: 11/09/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_11568025.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has now been resolved by providing a full refund on November 8 and it usually takes 3 - 5 business days to process.

  Regards

  
  

• Initial Complaint

  Date:10/30/2023

  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.

  In May we booked a trip for 11/01 - 11-05 at *************************************** and all of our receipts reflect this location, however upon calling Hotel they stated we were not on file for this location and were actually booked for another location which is useless to us because we are attending a wedding at **** and paid for this to be with our family for our brothers wedding. When I contacted Super, they initially acted like theyd get they would get the ball rolling fast on a solution. Now it is four days later and the amendment team has not emailed me one time since their introduction email. I have called the call center countless times only to receive the same scripted response that leads no further explanation or help. They tell me to rest assure that everything will be fine while providing no one to speak with on the amendment team.Meanwhile, ********* has let us know they have rooms available at ****. If Super would communicate with the Iberostar and myself, this problem would be solved but they have failed us twice in a row (the wrong booking and no follow up as promised). We are feeling as though we have no choice but to book with ********* directly and then retroactively request a refund and reimbursement for the difference, just to ensure we see my brother get married. This has caused our family so much stress. B_9305399

  

  Business Response

  Date: 11/09/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9305399.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter is being looked at and you will hear from us shortly.

  Regards

  Customer Answer

  Date: 11/20/2023

  Hello,
  I wanted to reach out because I was unable to provide feedback in the 5 days granted by BBB because I was waiting on Super.com to live up to their word of being reimbursed in full in 5-7 business days. Today would mark the 8th business day and we are still out $443.23. Super refunded the amount on their website but has not reimbursed us for the difference we paid when we arrived to ****** and had no room at the location we booked under. I've attached a screenshot of their helpdesk response, asking for my PayPal information and ensuring a refund. There has yet to be a reimbursement. When I emailed them again today they replied in a manner that implied the payment had been made when it has not (Screenshot provided below). Do you have advice on next steps?
  Thank you,
  *****************************
  

  
  

  

  Business Response

  Date: 11/22/2023

  Hi *******,

  We are pleased to inform you that the additional payment via Paypal has already been processed waiting for you to claim it. Kindly check you Paypal account as the amount should already reflect.

  We have attached the additional compensation receipt for your reference.

  Regards

• Initial Complaint

  Date:10/29/2023

  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.

  My Girlfriend and I booked a Hotel through Super.com. The charges and everything went through immediately and we were excited to get a place for cheaper than the other hotels in *******. We arrived to the hotel and basic necessities were not functional. We were moved to another room that had a similar issue that the hotel noted. We were told they would refund our money to us. However, it had to go through Super.com. We have all the information that Super8 Refunded the transaction back to Super.com and they have been giving us the run around for two weeks now. Were suppose to get our money back for a hotel we did not even stay in. They said that they could only file a refund if they recieved specific information (Which they have recieved from us AND the Hotel) written confirmation from the Hotel stating the reason for the cancellation to submit the request.official documentation to support your request.Acceptable forms of documentation include:1Scanned or electronically generated copies of official letters or documents from relevant authorities.2Certified copies of documents issued by recognized institutions or agencies ******** copies of notarized documents a copy of the hotel invoice.written hotel approval (printed copy from the hotel) to include all of the following:Guest Name:Reference Number:Hotel Name:Check-in:A statement saying the booking can be cancelled free of charge or a partial/full refund, signed by a hotel staff member with authority to do so:Acceptable forms of documentation include:1. Scanned or electronically generated copies of official letters or documents from relevant authorities.2. Certified copies of documents issued by recognized institutions or agencies.3. Digital copies of notarized documents

  

  Business Response

  Date: 11/08/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_11602206.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  Thank you for sharing the documents. Our support will go through the same and will update you of the resolution.

  Regards
  
  

  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20798113
  
  I am rejecting this response because: I have successfully confirmed exactly what they have outlined as requirements for the refund. Super8 Gave us a request that is in parenthesis that if you have any common knowledge of accounting that is a credit back. They supplied that information to us and you to them as well. This is ******* me off at this point for the negligence of the business to go uncheck and allowed to run free with $186 of my money that I lost and cannot recover because they have throw us around. I want this to be settled within the week or I will be finding a way to hold Super.com responsible for Poor Business etiquette. Please review (Super.com) THE INFORMATION THAT IS ATTACHED. I hope BBB is having a great day and thank you for informing me of there s***** response. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/21/2023

  Hi ******,

  Thank you for reaching out again. We apologise for the delay and appreciate your patience.

  A full refund has been processed back to your account on Nov 20. It usually takes 3 - 5 business days to reflect.

  Regards

• Initial Complaint

  Date:10/29/2023

  Type:Sales and Advertising 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.

  When My Fianc and I arrived to the hotel we had an issue checking in because Super.com , which I booked my reservations through , they never released the virtual card which had my pre payment on it for my stay. I paid ****** and I would like a refund. I even called the help center and the Woman was very rude and I explained to her I paid my money it was taken out of my account, I want my money back. I feel like this site Super.com is a scam because Ive never had this issue with booking a room online even with 3rd parties.

  

  Business Response

  Date: 11/08/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11812597.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

  Regards

  Customer Answer

  Date: 11/09/2023

  Better Business Bureau:
  
  I have reviewed the response and I want my money back. My Fianc and I never stayed in the room we booked because of super.com , they made the mistake and this needs to be resolved please 
  
  Sincerely,
  
  *****************************