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:10/29/2023

  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.

  They took my money and my reservation where never found at the hotel I had to pay again at the hotel I'll be sending you my receipts for the hotel ,because I had to pay again after they took my ****** dollars.

  

  Business Response

  Date: 11/07/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_11784031.
  
  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

• Initial Complaint

  Date:10/29/2023

  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 previously contacted Super.com and they agreed to refund a purchase for $357.90 stating separately through email Please inform your financial institution that they may keep the credit against our account. Best regards, SuperTravel. They in fact told my financial institution, ******* ***** (Apple Card) NOT to keep the temporary credit. Ive now been charged for something I was told would be refunded. This is in reference to B_10301240 (**************************).

  

  Business Response

  Date: 11/07/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_10301240.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

• Initial Complaint

  Date:10/28/2023

  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 Booking # B_10667162 I paid $1,441.92 for seven days. Due to a change in my Granddaughter's funeral I needed to check out after five days. I request a refund for the unused days.

  

  Business Response

  Date: 11/03/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_10667162. Please accept our sincere condolences.
  
  We are truly sorry to hear that you had trouble with partial refund. We understand your frustration and would like to address your concerns.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have already communicated with the hotel and they directed you to us for further assistance, we can proceed with your request only after receiving written confirmation from the hotel specifying the changes to be made.
  
  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.
  
  We apologize if our service did not meet your expectations on this occasion. 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.

  Regards,

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20794575
  
  I am rejecting this response because:

  I have provided appropriate info to the business. I will give up on a refund with the intention of never using the business again and recommending that no one else does.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/11/2023

  We are sorry that you didn't feel supported in your most recent experience with our Support team.

  Can you please forward that documentation in response to this thread?

  We value your cooperation and appreciate your understanding.
  
  
  
  

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20794575
  
  I am rejecting this response because:
  i do not have written response from the hotel. If you paid the full amount to the hotel please advice.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/27/2023

  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 room at the ************* hotel in *******, ** and when I called the hotel to confirm my reservation details they said they did not have my reservation on file and nothing booked under my name. I spoke to the manager and he said this is the third time this week that this has happened and said that this third party website has been falsely advertising room at their hotel and booking it at another hotel down the street. I called the other hotel and they confirmed that they indeed had my reservation, even though i never booked one with them. This hotel is much cheaper and has lower ratings overall. I feel like ive been scammed and I would like a refund. If it werent for the manager knowing about this scam due to their other guests. We would not have even known about the other reservation. The Super.com website is a total scam and should not exist.

  

  Business Response

  Date: 11/06/2023

  Hi ****,

  Thank you for reaching out to us about your reservation B_11761651.
  
  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

• Initial Complaint

  Date:10/27/2023

  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.

  Booking was made through Super.com. Hotel reported they are not affiliated with, nor do they use Super to list booking.I had to reserve & pay for a room through Wyndham.I contacted Super.com customer service. They asked me to get in writing that the hotel did not accept Super.com bookings. I then had to upload the document online. I uploaded the document provided.Super.com help desk emailed me saying they had received my upload and refund request, but they would need: Acceptable forms of documentation include:Scanned or electronically generated copies of official letters or documents from relevant authorities Certified copies of documents issued by recognized institutions or agencies Digital copies of notarized documents The letter was typed on paper with an official letterhead and signed by staff.I sent this document again via email to the help desk.I then called the same customer service number last night, today for the operator to tell me my name, email, phone number, & booking number were not found in their system. She asked me to verify them repeatedly to which I did. I asked to speak to another representative. She reported she could not do so until my booking was confirmed.I called this number back on two more occasions only to be immediately disconnected.

  

  Business Response

  Date: 11/06/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_11772070.
  
  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 resolved by providing you a full refund back to your account.

  Regards

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20790835
  
  I am rejecting this response because: I had to close rhe card account due to Suoer.com's slow response and delayed refund. I did not receive any refund and would like a check issued, if indeed they intend to issue a refund.
  
  Sincerely,
  
  **********************************

  

  Business Response

  Date: 11/21/2023

  Hi *****,

  Thank you for reaching out again. We are sorry to hear that you haven't received the refund into your account yet. 

  Please note that from our end the refund was already processed and settled. We have attached the proof of refund here for your and BBB's reference. Once the transaction is settled it is with your financial institution. Please check with them to get the status of your refund. Unfortunately, we cannot issue a refund again by cheque.

  Regards

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20790835
  
  I am rejecting this response because:
  I never received a refund do to the company not responding to my inital requests for a refund. Due to lack of ethical business practices. They refuse to issue a refund that is not in an acceptable format for me to recieve.

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

• Initial Complaint

  Date:10/26/2023

  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.

  Through the Super.com platform I booked a Hotel stay for one night in *********** ********** from the 17/09 to the 18/09. The name of the Hotel is ********************. Since a mistake with the date of the reservations was made i quickly got in touch with the platform saying nothing could be done since it is the Hotel's policy. I got in touch with the Hotel and they decided to cancel my reservation in order to have the Platform contact them so I could get refunded. Super.com never got in touch with the hotel and keeps claiming they have the money and that they are negotiating with them in order to ***** me the refund the Hotel approved. The Hotel even provided me with a cancellation document and this was sent to Super.com to prove they were willing to refund. They have not contacted anyone and keep promising and leading me on to believe they are making any type of resolution which is not the case. This has been for two months now.

  

  Business Response

  Date: 11/05/2023

  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 may 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.

• Initial Complaint

  Date:10/26/2023

  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.

  July 27. The website for Reservation Stays was a clone of the real Hilton website. I booked through them thinking I was at Hilton. I was lied to, since I asked them if this was the wedding group rate and was told it was. I wasn't told that there was no change or cancelation allowed. As soon as the payment went through, I received an email that it was non-refundable...this was after the fact. I called back immediately and was in an hour long queue. I emailed and was told that I had agreed to it being non-refundable. I ended up calling the real Hilton and was told I didn't have a reservation. I didn't stay at the Hilton and am out $1300. I have a heart condition and told the real ****** that I wasn't able to make the trip. The front desk cancelled for me. Reservation Stays would not cancel.

  

  Business Response

  Date: 11/03/2023

  Hi *******,

  Thank you for reaching out to us.
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  
  Order ID:
  Email used for the reservation:
  
  
  Hope to hear from you.
  
  
  Regards,

  Customer Answer

  Date: 11/06/2023

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

  From: *************************** <**********************************>
  Sent: Saturday, November 4, 2023 6:29 AM
  To: info <************************************>
  Subject: Re: You have a New Message from BBB Serving ********************** and Northern Coastal **********, Complaint #********

   

  I could not enter the information required on the communication app. The business wanted to know:

   

  Confirmation # is B 10283753

  Email: **********************************

   

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

  

  Business Response

  Date: 11/12/2023

  Hi *******,

  Thank you for the information.

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

  We're genuinely sorry for the delay in response while our team reviews your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you.
  
  Rest assured that we are fully dedicated to enhancing our services and ensuring that your experience is smooth and efficient, with the utmost priority placed on delivering a ****************.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

• Initial Complaint

  Date:10/25/2023

  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.

  Booked through super.com for the ********************** in ******. Within an hour of booking a 3 night stay for sept ****ct 2, I had to cancel and the hotel was very willing to refund the money. They spent hours with me that day figuring out how to get a refund processed back through a expedia to super. I was told it would be processed in 24 hours and get back to my bank and cc within 10 days. I never received the refund. I called almost three weeks later (last week) and the hotel said they could see in their system that the money had been refunded back to super. I called super and they said they needed proof in order to give a refund which they had because the money had been returned. I asked to speak to a supervisor. They said someone would call me. No one did. I was sent an email with a fake URL to go to to deal with the issue but it did not work and was told again I needed proof. The hotel staff had offered to speak on the phone with them and they refused. They have my money and Best Western refunded the money back to them to get back to me and said it would work and they are refusing a refund when I did everything legally. Best Western and Expedia said they 100% refunded all the money to super.com and super is scamming me like everything else Ive read online and refusing to give a refund. Hours spent on the phone, talking to people who keep giving different directives and a constant runaround. Do NOT book through this company! They steal money.

  

  Business Response

  Date: 11/03/2023

  Hi *****,

  Thank you for reaching out to us.

  Please note that the refund has been issued already. Please see receipt attached including the *** for tracking with your bank.

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:10/25/2023

  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 08/06/2023 I attempted to make a hotel reservation for that weekend 08/06=09/2023, but I accidentally put in the wrong dates which was the 08/13=15/2023. I arrived at the Super 8 hotel to check in and was informed of the reservation dates which I tried to cancel at that point because I want the room at that moment day and time. I knew that there was a no cancelation policy which was fine because I was going to stay at the hotel at week end that I was traveling. The manager was happy to accommodate me but the price was $185 at the desk compared to the $161 I all ready paid on line, which was cook my mistake. So all the manager/owner had to do is email them (super.com) that they would not charge or take any fees for Cancellation and they would refund me my money. The Hotel was Super 8 by ******* in *********, ** claim # B-******** I have reachout to them atleast 3 time a week since August and they keep giving me the run around past me off as they are making a ticket and some will get back to me

  

  Business Response

  Date: 11/03/2023

  Hi ****,

  
  Thank you for reaching out to us about your reservation B_10581523  at the ********************************************* .
  We are sincerely sorry to hear that you had trouble with your reservation.

  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20780081
  
  I am rejecting this response because:
  The bank initiaged investigation that a refund  was approved but not received from Super. Com and pulled the temporary funds of $161.90 back from my acct. I have spoke with the bank as followed super.com email response to them (Chase)
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/17/2023

  Hi ****,
  
  Thank you for reaching out again.
  
  As mentioned earlier, since you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. 
  
  We apologize for the inconvenience.

• Initial Complaint

  Date:10/25/2023

  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 made at reservation on super.com at the holiday in. In *******,**.I never received my reservation because the hotel was booked.I had already paid super.com ****** for this reservation.I want to make another recervation,instead of getting a full refund from super.com for this inconvenience.

  

  Business Response

  Date: 11/03/2023

  Hi Davante,

  Thank you for reaching out to us.

  We can see that theres multiple consecutive reservations for the same hotel. We appreciate your business. Can you please provide a letter from the accommodation confirming their inability to locate your reservations? Kindly ensure that you gather all relevant details including, guest name, dates the staff member's name and position who informed you they did not get your reservations.

   

  Thank you.