Complaints

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

• Initial Complaint

  Date:08/12/2023

  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.

  We booked a reservation for 6/15/23-6/19/23 at ***************************, WI. Reservation confirmation number B_7311324. Hotel confirmation number ********. We had to leave due to a family emergency, and ******* agreed to refund the amount excluding the one night. This was refunded to Reservation Stays from Hampton Inn for $758.00 on 6/17/23 via transaction ID ******, MC ending ****. On 7/3/23, we called Reservation Stays and were told to email the proof of the Hampton Inn refund to their customer service at *********************************** so we did so immediately the same day. We have yet to receive a response or the refund from Reservation Stays, even though the response email states we should hear something back typically within a few hours, and they have had the refund from Hampton Inn since 6/17/23. We would like it refunded to our card used to purchase the reservation.

  

  Business Response

  Date: 08/21/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_7311324.

  We are sorry to hear that you had to cut down your stay period due to an emergency. We hope everything is fine. 

  Please note since this reservation is from June, we will try our best to provide you with a resolution at the earliest. Our amendments team will work on this with our travel partners and they will provide you with an update.

  Regards,

• Initial Complaint

  Date:08/11/2023

  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 June 24, 2023, i paid for a reservation through Super.com/snap travel for the Holiday Inn in ************** for the dates of 7/1-7/3/2023. I received the attached Hotel reservation page and followed its instructions when i arrived at the hotel. The hotel said they had no such reservation and that the two reservation numbers provided by SNAP Travel ( B10000687 and **********) via telephone calls with their company were not valid. Each time i called (3 times) as well as the hotel front desk (1 time), we were told that they were working on it and would get back to me. I continued this process for over an hour and a half, finally calling my brother, ***** to see if he could get us a room. My brother then paid ****** for a room. This was in addition to the ****** i had already paid. Since our return, i contacted the company and was left a message that they "saw i checked into the hotel". I have repeatedly tried to explain to them that their "reservation" was not valid and additional funds were required.

  

  Business Response

  Date: 08/20/2023

  Hi,
   
  Thank you for reaching out to us about your reservation.
  
  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:08/10/2023

  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 am looking for a refund for reservation B-******* for a stay at the Holiday Inn Express, *******, **. on June 20, 2023. Upon arriving at the hotel they did not have our reservation. I gave them my confirmation number from Super Travel and when the hotel called the person said our reservation bounced back to them as the hotel was booked. Meanwhile the money was already taken from my account and I was never contacted that the hotel was sold out. The money was never sent to the hotel and they were never paid. We were then forced to get other hotels and spend additional money. It has now been 7 weeks and over 45 days and I still have not received a refund. All I'm told when I call is that it's been escalated and the team is working on it. How long does it take to look at the details and see that this was not our fault as we did not cancel the reservation. It was never made by you to the hotel. I would like my full refund of what I paid.

  

  Business Response

  Date: 08/18/2023

  Hi ****,

  We are really sorry for the delay and confusion regarding your reservation. We appreciate you sharing all the necessary information with us. Our *********** team is working on your case and they will update you within the next 24 hours. 

  Regards

• Initial Complaint

  Date:08/09/2023

  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.

  Super offers cash advances & booking hotels but paying for them later. They dont list any rules until you commit to spaying a membership fee. After seeing they take peoples money and never book their trips & refuse to assist; I called to cancel my membership. The representative told me no, that I couldnt cancel @ that even if I spoke with a manager, they wouldnt cancel my account and delete my bank account information. There have been numerous other customers complain of the same issue. This company keeps taking peoples money and not providing services. I begged them to delete my information (not even requesting a refund on my membership fee), and they refused. Im scared theyll continue taking money from my bank account. Their customer service is incredibly rude and refuse to assist. This entire company is fraudulent and scam people. It needs to be shut down so others arent screwed the same way myself and many other people have been. I just want my account information removed from their records!

  

  Business Response

  Date: 08/18/2023

  Hi there,
  
  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:
  Summary of your case:
  
  Hope to hear from you.
  
  Regards,

• Initial Complaint

  Date:08/08/2023

  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.

  We booked a hotel in ****** (via Super.com) and were unable to utilize the reservation due to our flight being cancelled (after many delays). Date of reservation: 06/30/2023 - 07/01/2023. 1 night. $200, tax included.The hotel (**********************) has been incredibly helpful and has authorized the refund but the Agents at Super.com will NOT process the refund.I have provided the numerous documents requested by Super.com; and in addition an AGENT personally asked me for $30 to expedite my claim.I have spoken to numerous Agents in regards to my issue, however each agent says a supervisor has rejected our claim... specifically that the "travel partner" (Hilton - ******) has refused to agree to he refund.This statement is a complete falsehood. I have spoken directly to the Reservation Manager at Hilton-******. In addition I have provided Super.com with the Hilton-****** contact information.We would appreciate any help you can provide. Thank you!

  

  Business Response

  Date: 08/17/2023

  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: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 2044145.

  The Company, Super.com has asked for additional information.

  Below is that information requested.

  Reservation Confirmation#: B_10106113

  Date of Stay:  06/30/2023 - 07/01/2023  (Unable to stay due to airline cancelling flight)

  Hotel:  ******************** ..... (Hyatt confirmation #: ********)

  Hyatt Contact:  ************  (Spoke to ***** in Reservations who confirmed my refund was approved by *****)

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

• Initial Complaint

  Date:08/07/2023

  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 flight from ***** to ********* May 19th through Snaptravel which is now Super, the flight was canceled by the airline and a refund was issues to Super. Super will not reimburse me the refund.

  

  Business Response

  Date: 08/14/2023

  Hi ******,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Please note that this is a separate company and not Super, so any refunds by the airline were not issued to us. Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement. due to Bookingvaults inaccessibility.

  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20432177
  
  I am rejecting this response because:

  Snaptravel/booking vault is Super.  They merely renamed.  In October 2022, Snaptravel was renamed to SuperTravel, the parent company Snapcommerce to Super, and switched the commerce industry to fintech,[16][17][18] while the domain name Super.com was acquired for an undisclosed amount.[19][20][21].  It is not beyond their control, they are hiding behind a rebranding name.  I am demanding a refund.  

   "Snapcommerce Expands To Fintech, Launches SuperCash Building On $145M of ****************** finance.yahoo.com. Retrieved 2022-12-28.
   Redao (2022-10-18). "Snapcommerce pega sua capa e se torna Super". TEG6 (in Brazilian Portuguese). Retrieved 2022-12-28.
   "SnapCommerce rebrands to Super, expands to fintech with the launch of SuperCash cashback card". ********* | ************** 2022-10-19. Retrieved 2022-12-28.
   ******************** (2022-10-19). "Snapcommerce rebrands to Super with Super.com - "We knew having our domain name match our brand name was paramount"". ***** Names. Retrieved 2022-12-28.
   ******************** (2022-10-19). "Super Launches a New Credit-Builder Debit Card Called SuperCash". PaymentsJournal. Retrieved 2022-12-28.
   ****************************** (2022-11-07). "A Super domain name - DNW Podcast #***". Domain Name Wire | ***************** Retrieved 2022-12-28.

   

   

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

  

  Business Response

  Date: 08/20/2023

  Hi ******,

  Yes, you are correct, as part of our third party agreement, the Snaptravel logo is included on the booking page.  However, Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement, due to Bookingvaults inaccessibility.

  Regards,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20432177
  
  I am rejecting this response because the email confirmation specifically shows Snaptravel as the booking party and states "If your flights are cancelled by the airlines we will assist you in rebooking or ISSUE A FULL CREDIT TOWARDS FUTURE TRAVEL.  So at a minimum I would like credit but since I don't trust your company I am requesting a refund.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2023

  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.

  recently checked into a hotel booked thru you. It was Terrible. Cockroaches everywhere. The assit manager said she refund both days. But super said I'd need them to email you. Other booking companies call the hotels. You refused to do that. I slept in my car that night. Almost had to the next night because Super won't do their job. I only had money to stay there. I travel alot for work. As do my coworkers. We will not be booking thru super.

  

  Business Response

  Date: 08/14/2023

  We're truly sorry to hear that your recent accommodation experience fell short of your expectations because of the roaches. We understand how important a comfortable and enjoyable stay is, and we regret any inconvenience you may have faced. We want to provide some insights into our process and how we can best assist you.
  
  
  Please know that as a third-party booking service, we are not directly responsible for the standards of the hotel, the availability of amenities, or the behaviour of the staff. However, we completely understand how these aspects can greatly impact your stay. When issues arise during your stay, it's often most effective to communicate directly with the hotel management. They are in the best position to address your concerns and take steps to make your stay as comfortable as possible.
  
  
  In exceptional cases where you've communicated directly with the accommodation, and they have directed you to us, we can consider making exceptions to our usual policy. If this happens, we recommend obtaining written confirmation from the accommodation regarding any agreed-upon discounts or refunds and sending it over to our Support team. This helps ensure clarity and avoid any misunderstandings.

  In this instance, to speed up the process we will escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible. For that, please provide your Order ID.

  
  
  We hope hear from you.

• Initial Complaint

  Date:08/05/2023

  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 August 4th 2023 , i booked a room through super.com for that night of the 4th through the 5th because i could not make it home. After putting in all my information and confirming the booking. I recieved a conformation for August 5th-6th. When ive reach out to the company to seek a refund and cancelation of the book due to the system scheduling me the wrong dates i had entered , they have informed me that i could not recieve a refund due to a non refund policy. Not only did i have to sleep in my car for the night , im out 110$. Ive been waiting for a supervisor to call me back for hours. The agents I have talked to have been very rude and not very understanding that technology sometimes messes up. I do plan on trying to dispute the charges on my credit card. This is horrible that people have to deal with this stuff. I also plan on recieveing a letter from the hotel that i havent checked in on Aug 5th.

  

  Business Response

  Date: 08/12/2023

  Hi ***********,
  
  
  Thank you for reaching out to us about your reservation B_10561339  at the **************************. We are truly sorry to hear that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research.

  
  Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important 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.

  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.
  The only exception to deviate from the original policy of your booking 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.

  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  We hope we were able to clarify.

   

• Initial Complaint

  Date:08/02/2023

  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.

  Here is the receipt for my booking

  Customer Answer

  Date: 08/02/2023

  Booking ******** Extended our hotel stay for another night. July 3-july4 2023 we had used super travel site we paid for the room and told we could keep our current room. While my husband and I ran to Store our 16yr old calls us telling us the manager said we had to pay or get out. I called the front desk and the manager yelled at me even after I told her the other front desk person said i was good to go and we could keep the room. The manager said she didn't care we had 10 min to vacate or cops would be called. I explained to her we were broke down and if my daughter did nothing then I'm not understanding the issue. She said I have 10minutes. Daughter called us in 10 min saying she was scared and having a seizure she suffers from silent seizures and cops were walking her off the property and we couldn't get our things. We get back to the hotel explained we had already paid for the room they didn't care. So my husband asked for our belongings and they said they had to locate our things but we were banned from property. Since then we have been going rounds with the hotel about a refund. Finally we get approved and now we are having to fight with the travel agency on it. We had never even had a chance to check in never offered a different t room nothing

  

  Business Response

  Date: 08/10/2023

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_10145545.
  
  We are sincerely sorry to hear that you had trouble at the hotel while extending your stay. 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.
  
  Our amendments team has already reached out to our travel partners to negotiate a refund on your behalf. Their initial attempt was rejected. However. we have re-escalated to check if we can provide you with a resolution. You will hear from us shortly.

  Regards,

  
  

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20364336
  
  I am rejecting this response because:

  My family and i not only never had the chance to check in at the hotel but our 16yr old daughter was escorted off grounds for no reason by armed gunmen. That was uncalled for. Not once were we offered a different room nothing. Because we havent received a refund that the hotel already approved its been nothing but a landslide effect from that day.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/20/2023

  Hi ***,
   
  Thank you for reaching out to us about your reservation B_10145545.
  
  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,

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20364336
  
  I am rejecting this response because:
  

  it has been nearly 2 months since the holiday inn express robbed my family at gun point for our room and threw our leukemia patient daughter out on the street while we were broke down on the other side of town that they were well informed of. The fact that we still have not gotten a refund is deplorable. Any and all means in which we use to recover this money at this point Is fair. The fact that they used law enforcement as a weapon so law enforcement will not aid us in recovering because it would show that they took an active part in a crime has made this go far beyond all reason. The manager of their business who committed the robbery not being arrested and still working there show that they not only allow such behavior but encourage it by continuing to pay them. To better protect the consumers from being subjected to such things the BBB needs to properly inform the public before they become victims of these criminals as well. Not everybody using their services are on vacation. Sometimes emergencies arise that have people staying in hotels. Being robbed in an ready crisis has done lasting damage that they couldn't possibly understand and being robbed by the hotel itself is devastating and should never be allowed to happen again. Shouldn't have been allowed the first time

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

   

• Initial Complaint

  Date:08/01/2023

  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.

  My daughter googled hotels and was duped by the listings saying "Official Site" as I have been too. She booked a hotel in the wrong state and immediately tried to remedy the situation. She could not cancel online, and she could not get ahold of the company reservationstay.com on the phone. She called the Hilton Inn in ********, and they had no problem cancelling her reservation. They had not processed any monies at that point. She tried over and over again to get in touch with the 3rd party agency, only to wait on hold for more time than she had. She finally got them on the line, and they told her that she would have to get the hotel to send an email stating that her reservation had been cancelled and that she had not stayed there on 7/30/2023. ****** called Hilton Inn again and they told her that this was not protocol and that they don't write emails to the 3rd party vendors and that if they were unsure of the cancellation, they would usually call the hotel to make sure. ****** finally called me, and I called Hilton Inn in ******* ******** and spoke with a woman named ******. She assured me that they never have to send any emails to the 3rd party vendors and that I should call them and tell them that the reservation had been cancelled and that they could call her and verify. I told ****** that ****** had already gone through all of that and that I would try again. She told me that the reservation B_10485588 was definitely cancelled and no money was owed. I called ************ and was told that I was 25th in queue. I called later that day and waited on hold for 49 minutes. The rep told me that the reservation was non-refundable. I told her that if the hotel said that it was non-refundable then that would make sense, but that they could not keep money for a service that was not rendered. They would not budge. I called Hilton back and they called reservationstay.com. "*****" called me back and said that there would be a refund in 30 days. There is more, but no room.

  

  Business Response

  Date: 08/26/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_10485588 at the *************************************************.
  

  We're genuinely sorry for the trouble you faced with the cancellation of  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.
  

  It is noted that our Support team had already resolved the issue and processed a refund on 2023-08-01.It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  

  Please see receipt below which includes the *** tracking number. 

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

  Regards, 

  Corporate
  
  
  

  Customer Answer

  Date: 08/28/2023

  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,
  
  *********************