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:07/25/2023

  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 tried to buy plane tickets for my wife and myself from ******* to ***** on June 20, 2023. The cost of the business class tickets were $4,677.16. I arranged for the flight through Kayak Travel. Kayak arranges flight purchases via various 3rd party companies like Expedia, Priceline etc. This ticket was through Snaptravel suggested by *****. Since I had never heard of Snaptravel I looked them up on the internet and the reviews were fine including ***** ratings. Since this was via Kayak I assumed this was a legitimate operation. I have purchased tickets from Kayak for years with no issues.After I had paid for the ticket Snaptravel stated in an email that our agents have been notified and you flights will be ticketed shortly. I was called on the phone the day after the purported purchase and was told that Snaptravel could not purchase the tickets as ordered. They had been paid. They asked if they could make alternate travel arrangements and I asked them just to refund my money. No tickets were purchased. They said fine, no problem with the refund. I received email correspondences from Snaptravel stating that they would refund the money, and processing might take a few days.When the money didnt arrive and after I couldnt reach them by phone, I sent them an email asking for the refund. I havent received anything. Apparently Snaptravel was then purchased by Supertravel. When I contacted Supertravel they stated that Snaptravel booked the purchase through Bookingvault.com. Supertravel stated that Bookingvault.com somehow has ceased to exist since I made my attempted purchase and that Supertravel had no responsibility for the attempted ticket purchase, even though they have purchased Snaptravel through whom the ticket was supposed to have been purchased. Supertravel has communicated with me and told me to just change the flight with the airline, and communicate directly with the airline. Since there was no ticket purchased, I obviously cannot do that. So far I have not had any reasonable communication via phone or email with Supertravel. So, to reiterate, there was no ticket purchased, and they have kept my money. I have all the documentation from Snaptravel and Supertravel if you would like to see it.

  

  Business Response

  Date: 08/04/2023

  Hi *****,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Unfortunately, since the customer's booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how the customer can expedite the refund as best we can.  Our recommendation is that they reach out to their 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.

  Regards

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20376830
  
  I am rejecting this response because:

  I attempted to purchase my tickets through Snaptravel, not bookingvault, and all correspondence was from Snaptravel. As previously mentioned, the tickets were never purchased and ********* stated that would refund the money. Snaptravel used bookingvault.com without my knowledge somehow in this attempted transaction. Bookingvault has now disappeared. Supertravel has subsequently purchased Snaptravel. Supertravel has now responded that "For reasons beyond our control, the party with whom you booked your flights, Bookingvault, has ceased operations. Unfortunately, since the customers booking was with Bookingvault, and not Super, Super  has limited access..." and therefore they are taking no responsibility for the fact that I purchased the ticket through Snaptravel, not bookingvault.  Supertravel subsequently has purchased Snaptravel, and they are taking no responsibility for refunding my money. One would think that Supertravel would benefit from whatever assets Snaptravel had and also be responsible for whatever debt they had incurred. 

  I am enclosing correspondence from Snaptravel confirming all that I have stated as factual as described above.

  Sincerely,

  
  *******************

  

  Business Response

  Date: 08/14/2023

  We truly understand your concerns and frustration regarding the situation. We share your goal of resolving this matter promptly and effectively.

  We regret the inconvenience caused by Bookingvault's unexpected closure, nonetheless, this is a separate company, not Super, hence why we truly very limit access to the information.

  We kindly recommend 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.
  

• Initial Complaint

  Date:07/25/2023

  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.

  At 2am on July 1, I booked a hotel through Super Travel (b_10111307) for 2 nights July 1-3. Within an hour of the booking, I called the hotel to verify. I was informed that I would not be able to check in to the hotel, as they had a no cash, no debit card policy. The said they would issue a refund. I immediately began chatting with Super Travel to let them know the issue and identify a method to resolve the issue or receive a refund. Again, this was within an hour of booking the hotel. Per their policy, the stay is non-refundable, as it is within 7days of travel and was stated with the online booking. Though, never on the booking did it say that even if you are unable to receive the services, due to hotel policies not included in the booking, would the amount be nonrefundable. It has now been over 3 weeks. I have called and chatted online on multiple occasions and they just say that they are working on the issue. They have received $331.99 of my money for which I have received nothing in return, not even the courtesy of a return phone call from Super Travel updating the status of my concern. I do not understand how Super Travel can hide behind nonrefundable policies and third party site communication to delay and deny refunds for services not provided. Beyond frustrating and unprofessional!

  

  Business Response

  Date: 08/04/2023

  Hi ****,

  Thank you for reaching out to us about your reservation.
  
  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 Amendments 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: 08/05/2023

   
  Complaint: 20373586
  
  I am rejecting this response because: customer service stated that the issue was escalated to the Amendments team within a few hours of the initial booking. It has been over a month and I have not heard from them. Each time I reach out to customer service, they state that the Amendment team will contact me, which they haven't.  In addition,  on my most recent chat with customer service, they requested that I provide a letter from the hotel verifying the reservation was cancelled and refunded due to their policy. I have spoken to customer service at least 8 times and this is the first time that they even mentioned needing this verification. **************** has told me since day 1 that the delay in processing the refund was due to the Amendments team needing to contact the hotel for verification. I was able to provide the requested documentation within a few minutes of their request, but I have yet to hear from the Amendments Team.  
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/14/2023

  Hi ****,

  We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer.

  We understand your frustration and we want to reassure you that our team is working diligently to provide a resolution as soon as possible. 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. In these cases, our team has to work with both the accommodation as well as the travel partner that sourced the room,

  For context, our hotel rooms are sourced from different travel partners including Expedia, Priceline, Booking, Hotels.com, etc... as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals.
  
  We really appreciate your patience so far.

• Initial Complaint

  Date:07/25/2023

  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.

  7/17/23 approximately 1 am we searched for embassy suites online in ***** after having our flight canceled. We didn't notice that we were not on the actual embassy suites site. We were on ReservationStays.com Big mistake!I told them that we needed a room immediately. They said they would put it in as though check in was the 16th even though it was now actually the 17th. When we were all set; the gentleman said that the hotel had free shuttles . He gave me the front desk number which I called. I asked for a shuttle from the airport. The woman who answered said that shuttles stopped running at midnight. I told her we would be hopping in a cab and should be there in 20 min. She said "we don't have any rooms available"At that point I emailed reservationstays.com to state that we were unable to get into a room. We were finally booked at the Hampton Inn...through their real site, thank god!A few hours later, after having been up all night. I called reservation stays. I was told to send them a letter from Embassy suites stating that they had no rooms available and also the invoice from the hotel with the same dates booked for where we ended up. Once these items were available; I emailed them.I got auto responses stating that my "ticket" was closed. I first spoke to *** who said that she saw in my file I had sent the appropriate back up information and that I would get an email within 72 hours with the disposition. If a refund was to be issued we would get it in 5-7 days.This am I got the email stating they contacted the hotel and the hotel said that they did have availability and that I would receive no refund since I was a no show; even though I have the letter stating they were over booked.I called again and was told the case was closed. I demanded to speak to a manager. She said she can't transfer me. A manager could call me back or email me. I got an email response saying that the hotel did have rooms and I was a no show.I am out $402.92

  

  Business Response

  Date: 08/29/2023

  Hi ********,
  
  Thank you for reaching out to us about your reservation B_10312484 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: 08/31/2023

   
  Complaint: 20373112
  
  I am not accepting or rejecting at this moment.  The credit card has unofficially credited it back to the card.  I assume they are getting information from Reservation Stays to corroborate our claim.  Only when the credit becomes official; will I accept the outcome.  I truly hope that Reservation Stays and Embassy suites give them the accurate information and that this case can be closed "officially"
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/05/2023

  We truly understand your frustration, and we're fully committed to addressing your concerns. 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: 09/07/2023

   
  Complaint: 20373112
  
  I am rejecting this response because i just received this email today.....

  
  Chargeback and Dispute Support <*************************************> 12:42?PM (3 hours ago)
  
  
  to me
  
  Hello, 
  
  We hope you are doing well. We have confirmed a free of charge cancellation for your booking with our hotel partners. 
  
  We would like to issue you a refund through Paypal, but ask that you please first discontinue the chargeback process with your bank. This is to ensure that a double refund does not occur. 
  
  Please confirm with us once the chargeback has been discontinued and provide your Paypal email. The refund will be settled in your account within 3-5 business days after your confirmation. 
  
  Thank you for your understanding and patience, 
  SuperTravel
  
  *************************************
  Super.com | Were hiring!

  I don't feel comfortable telling the cc company that this is resolved and then expect this company that has not been upfront with this situation to Paypal me the $402.92.  They need to tell the cc company that it should not have been billed and that the money they collected from the cc company be returned to the cc company.  The cc company is saying it is still an unofficial credit until they get the information/money back from Reservation Stays/ Super Travel and the other 3/4 names they've used in correspondence with us.

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

  

  Business Response

  Date: 09/20/2023

  Hi ********,
  
  Thank you for reaching out to us again.
  
  We have already informed you multiple times that since you chose to file a chargeback, we cannot work on this case anymore. Our dedicated chargeback team will work with your financial institution to resolve this issue for you. We will not be responding to further complaints over here.
  
  We apologize for the inconvenience.

  Regards

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20373112
  
  I am rejecting this response because due to the attached response from yet again another email address.....I do not feel safe removing my dispute with the cc company to get paid by *******  I feel that I should be reimbursed by the payment I used originally.  I would hate to remove the dispute and never see the paypal payment.  They should pay back the cc that originally paid for the reservation.  They can do that with the cc company that I'm sure has reached out to them to resolve this situation.  I do not want to be scammed once again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/25/2023

  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 in ***********, ** at the Extended Stay America ************************************************************* ************ with Super.com (aka; SuperTravel via their Super App on my Android Phone). I even called ahead prior to booking & the hotel said they had rooms available. I also informed the front desk clerk that I was TransGender Fluid, I am in MtF transition. The desk clerk man on the phone said literally "they didn't give a f*** about my lifestyle" in those words. They said they had ********* booked & paid the $83.94 you can see in the Chime banking screenshot I uploaded. Then when I arrived at the hotel they said they didn't have rooms available & that Super travel kept booking them regardless (which after reading reviews on reddit, other Hotel employees, have reported this same thing by SuperTravel) Though it could also be Transphobic Discrimination, as I've encountered that a lot this year, since being publicly transgender, Red Roof *************************** in ********************* in *********** were very nasty to me & discriminated against me harshly! So now all 3 businesses involved refuse to refund me: ********* Extended Stay ******** ******************* all refuse to refund me for a room I never got, that they claim wasn't available, so there is absolutely no proof, I got a room, cause I did not & yet they charged me for something I never got!

  

  Business Response

  Date: 08/04/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_9727815.
  
  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,
  Super.com
  
  

• Initial Complaint

  Date:07/25/2023

  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 booked a prepaid Hotel Room with super.com and received a voucher from them stating that I would ONLY be charged for incidentals. However, the hotel charged my card for the room, which I have now come to learn is a common issue based on online complaints and this frequently asked question on their website (*********************************************************************************************************************************) indicating that people have this issue often enough for them to need to address it. When I saw the charge hit my card, I reached out to their customer service as their website suggested. The agent was unhelpful and they refused to evolve the issue, leading to me being charged twice for the same hotel stay.

  

  Business Response

  Date: 08/03/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_10305899.
  
  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,
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20371546
  
  I am rejecting this response because they absolutely can take action to resolve this matter. In fact, their response indicates that their *********************** will dispute the chargeback, which means that, not only are they NOT attempting to resolve the issue, they are insisting that I pay for the service twice. Theyare scamming me out of money and standing by the scam. Clearly, they do not have any interest in making this right.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/14/2023

  Hi *******, 

  We truly understand your frustration, and we're fully committed to addressing your concerns. 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: 08/15/2023

   
  Complaint: 20371546
  
  I am rejecting this response because they have contacted me via email in the last couple of weeks (after I rejected their last response) and "are looking into it." Lying to customers they have ripped off is not a good look, and either they are lying here about the dispute needing to go through the CC or they are lying that they are trying to resolve it. 

  If they are not trying to scam people by charging them for a service they do not or cannot provide, then there is no reason to lie. I was willing to work with them when they reached out to me via email, but this seems to indicate that they are again trying to scam me in some way. A complaint to my state's AG office seems like it will need to be filed, as they are clear and open about the fact that they are scamming me.

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

• Initial Complaint

  Date:07/24/2023

  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 went to super travel website and purchased my 3 rooms for holiday inn fox valley resort in ********* My check in date is Friday the 28th and check out is the 31st. The hotel can no find my reservations and Ive been calling since Ive booked and paid for the rooms. This website is a scam and a complete waste of time. They should be reported immediately and shut down. *** asked for a manager or someone who can escalate this situation to help me get my rooms I paid for and no one can help me . If I can not be provided with the rooms Ive paid for I want a refund immediately so I can book through the hotels website

  

  Business Response

  Date: 08/03/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_10362537.
  
  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:07/24/2023

  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.

  6/24/2023 $635.98 A fully refundable exchangeable hotel booking.I selected a hotel from their site, as we needed to be in area for a swim competition and choose the feature for fully refunded and exchangeable (paid extra), in case my child didn't make the needed cuts to go. Cost was charged up front, and when I saw they made my reservation NON-Refundable, I tried to get fixed, and they would not change or refund. I had to go through my credit card company to attempt to resolve due to fraud. They are still reviewing to try to help resolve.The Reservation Stays is fraudlent and declined to refund my money. After this happened to me, I went online and found a large number of others who have also been scammed by this fraudlent offshore company.

  

  Business Response

  Date: 08/29/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_10031606 at the ***************** And Suites ***** ****************** An IHG Hotel.

  We are truly sorry to hear that you had trouble with your reservation.
  Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria.
  
  To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here:
  
  **************************************

  We truly understand your frustration, and we're fully committed to addressing your concerns. 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.
  
  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.
  
  Hope we were able to clarify.
  Regards,

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20367581
  
  I am rejecting this response because: they failed to be transparent in the site, where you select the fully refundable, exchangeable for the hotel stay. When I purchased it was with the understanding that I paid a fee for it to be FULLY refundable and exchangable.  When I received a confirmation noting not refundable or exchangable, I tried to reach out with the concern. My request was flatly denied with no option to resubmit. This company is not forthright in their business dealings or they way the items are advertised. After I was denied, I reached out to my ******************* to dispute. In addition I researched and found there are over **** complaints for the same and various other complaints, similar for lack of forthright business dealings.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/24/2023

  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 fully paid my booking for stay in advance for my stay via booking number B_9636580. Arrived hotel to find that there was no booking details with the hotel. Contacted them on App and they kept telling me they are looking to fix it. Had to pay the hotel a much higher full price for the stay. They will simply steal your money and put you in lots of trouble.Avoid!

  

  Business Response

  Date: 08/01/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_9636580.
  
  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: 08/02/2023

   
  Complaint: 20365496
  
  I am rejecting this response because they have been giving these lame excuses since day 1. No effort has been made to resolve my issue and refund me the money. 
  
  Sincerely,
  
  Z U

  

  Business Response

  Date: 08/08/2023

  Hi ****,

  Thank you for reaching out to us again.

  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Please note that a full refund has been processed on your account on August 5th and it takes 3 - 5 business days to reflect.

  Regards,

  Customer Answer

  Date: 08/10/2023

   
  Complaint: 20365496
  
  I am rejecting this response because: I paid twice the amount of the refund to the hotel (AED ****). Not to mention the agony and stress that i went through due to mismanagement on the part of the company. Therefore, the company should refund AED **** to me that includes the extra cost that I paid to the hotel due to the booking not properly done by the company,
  
  Sincerely,
  
  Z U

• Initial Complaint

  Date:07/23/2023

  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 hotel for 6/25 through super travel. 5 hours before check in we discovered that the pool was closed at the last minute. Upon calling the hotel directly they were more than accommodating in cancelling our room and assisting us in booking at a sister location nearby with a pool. I immediately called super travel and was told I would receive a refund as long as a letter from the hotel manager citing the pool closure was provided. The Homewood suites manager immediately sent me one which I forwarded to super travel on 6/26. I called to follow up and was told a refund would be coming. It has been almost a month and nothing has happened. Multiple calls have only resulted in promises to get back to me with nothing as a result.

  

  Business Response

  Date: 08/01/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9997635.
  
  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 is currently working on your case and will follow up with you as soon as possible. We appreciate your patience as this case is taking longer than usual to resolve.

  Regards,

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20363146
  
  I am rejecting this response because: Still no refund given

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

  

  Business Response

  Date: 08/08/2023

  Hi *****,
  
  Thank you for your patience regarding your reservation B_9997635.
  
  We are sincerely sorry for the delay. It's just that sometimes it takes longer for us to negotiate with our travel partners.
  
  Rest assured your case is being handled on priority and our team will follow up with you as soon as possible. We appreciate your patience as this case is taking longer than usual to resolve.
  
  Regards,

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20363146
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/23/2023

  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.

  Super.com pretended to book a last-minute hotel reservation for check-in yesterday at a Quality Inn. They accepted $125.44 and sent me a confirmation that my room was booked. When I arrived at the hotel, the hotel had no record of my booking. On closer examination, Super.com can take up to 5 business days to book your room, but they nonetheless accept your money and send you confirmation emails for same-day bookings. After calling customer service twice, the lady on the phone said all she could do was escalate my matter to some other response team. I was told I would be called back within twenty minutes, but I was not. As of 1:23 AM the following day, super.com has still not booked my room that I paid for. A quick search of super.com reviews on Reddit reveals that this is clearly standard practice for them. This was an illusory contract, and services were never rendered for the money I paid. I will be booking a hotel room myself and immediately disputing this charge once it posts to my credit card. This company should be flagged for routinely advertising prices $20 or so cheaper than Expedia or Hotwire while failing to deliver anything at all to customers on their confirmed purchases.

  

  Business Response

  Date: 08/01/2023

  Hi ******,
   
  Thank you for reaching out to us about your reservation B_10385957.
  
  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,