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:03/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Super.com on Dec 23, **************************** *****, ** for 7 days in April 2024. The payment was processed, I have the confirmation number and email receipts from Super.com.Five days before arrival, I called the hotel to ask which floor our room was located on. The hotel informed me they have no record of me having a room. They said a room was cancelled in my name on Dec 30, by a 3rd party booking company (Super.com). My $782.28 has vanished. I have called Super.com customer service at least a dozen times, every time speaking to someone who tells me there is a ticket in the system to resolve the issue and someone will call me back in 45minutes with an update. No one ever calls. No resolution has been presented. It has been four straight days of nothing. No one in their customer service can tell me where my money is or if theyve got my room booked at the hotel.I have filed fraudulent claim charges with my credit card company but that doesnt get me my money back or a hotel room for my family.

  

  Business Response

  Date: 03/29/2024

  Hi *******,

  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.

  We've checked out records and see that our Support team is currently working to resolve this as soon as possible. They have already sent you an email for the options on how to proceed and is waiting for your response.

  We appreciate your understanding in this matter.

• Initial Complaint

  Date:03/26/2024

  Type:Billing 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.

  Fraudulent transaction on 3/24/2024 in the amount of $421.58.Transaction info uploaded in .jpg image and attached to this complaint.Cannot contact this company to get rectified because of lack of contact info.Needs to be refunded IMMEDIATELY.This was not me, I live in Phoenix.A second transaction was also posted to my account in the same city (*************) for a **** ride share immediately following this transaction, and fortunately my bank flagged the **** charge and caught it in time.

  

  Business Response

  Date: 03/27/2024

  Hi ****, 
  
  We also want to bring to your attention, that you had not reached out to the Support. When in need of assistance, please reach out as soon as possible so we can assist. One of our 24/7 live agents will be happy to assist you.
  
  All our contact information is available on the app and site:
  *****************************************************************************************************
  
  Please note that we will flag the booking in our system. However, the best course of action is to alert your bank right away to file a fraud chargeback.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21489847
  
  I am rejecting this response because:
  The info provided by Super.com is NOT accurate.  I CANNOT speak to a live customer svc rep even when calling the provided number. It is all automated and just runs me in circles.  This is not my banks responsibility and I expect this transaction to be refunded immediately.  If not, we will take this to mediation. I have researched this and I am one of MANY complaints filed against Super.com with the BBB and other organizations for the same fraudulent behaviors.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/03/2024

  Hi ****,
  
  We also want to bring to your attention; it seems like you haven't reached out to our Support Team yet.
  
  When in need of assistance, please don't hesitate to get in touch with us as soon as possible so we can assist. One of our 24/7 live agents will be happy to assist you.
  
  All our contact information is available on the app and site:
  *****************************************************************************************************
  
  Please note that he best thing to do is to contact your bank or financial institution and file a dispute/chargeback. Apologize but restate that this needs to go through the bank.
  
  Hope that clears things up for you!

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21489847
  
  I am rejecting this response because:
        I am not going to tolerate your continued dismissiveness, nor will I tolerate you attempting to throw this back on me as if I have not done my due diligence to get this resolved and make sure that you pursue the perpetrators.  I have already gotten my bank involved and they are doing what they can to help me through this situation, but I will not be satisfied until I know that your organization has launched an investigation into this fraudulent transaction and the MANY others that your company continues to let flow through your system over and over again.  DUE YOUR PART TO STOP THIS NONSENSE.  If you are painting a picture to the public about what an "A+" company you are, THEN ACT LIKE ONE and treat these cases with the level of seriousness that they require.  Fraud in this country is at an all-time high and a huge part of the problem is because companies like yours are just letting it happen and not doing anything about it.  You are letting this financial crisis fall on the banking system, and that is absolutely ridiculous.  I am a patient person, but I won't be for long if you are not going to prove your worth to the community who's money you rely on.  Please do the right thing.  A media blitz and communication with your State Representatives will be inevitable unless you step this up.  

  DO THE RIGHT THING...

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

• Initial Complaint

  Date:03/25/2024

  Type:Billing 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.

  This company scammed me on the internet when I was making a reservation on the Hyatt website. As you can see on the attachment I'm being charged by ***** and BT reservation or Super.com or whatever their current name is for the same room, same night but different prices. Please don't let them get away with this.*******************************-************

  

  Business Response

  Date: 03/26/2024

  Hi *****,

  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

   Please know that our dedicated Support team was able to address and resolve the issue. Our team was able to confirm with the hotel that the charges were for their mandatory fees and incidental fees, and you were not double charged for this booking.

   It's important to mention that hotels commonly implement a security deposit as a standard procedure. This is merely a temporary hold on your credit card, contingent on a property inspection. The hold is lifted if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages are identified. They have also confirmed that they have already explained the charges to you directly and provided you with the invoice as well.

   We appreciate your understanding of this industry-standard practice.

  Customer Answer

  Date: 03/26/2024

   
  Complaint: 21484063
  
  I am rejecting this response because: I have not received my refund from this company.   I have attached the receipt from Hyatt Regency.  You already have my **************** bill.  The response is a "canned" response they write to all of their complaints.  

  Please view the documents I have provided and this should prove beyond a doubt that this company is a scam. Their double talk does not impress me.....nor did the email they sent me.

  Only the $180 will satisfy me that they took from my credit card.

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

  

  Business Response

  Date: 03/27/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We're glad to inform you that our dedicated Support team has successfully resolved the issue. After confirming with the hotel, we found that the charges were for mandatory fees and incidentals, ensuring you weren't double charged for your booking.
  
  Just a heads up, hotels often apply a security deposit as a standard practice. It's a temporary hold on your credit card, usually released after a property inspection, provided there are no additional purchases or damages. The hotel has also directly explained these charges to you and shared the invoice for your reference.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21484063
  
  I am rejecting this response because:  ************ is assuming I've never stayed at a hotel before.  I do NOT need a lecture on how hotels manage the holds they put on your account.   I called the Hyatt Regency and asked for an invoice...not them.  As you can tell by the recent attached AM EXP **** - ********* charged me $87.75 for one night for one room and the .32 cents was for a tax. There were no incidentals charged to the room.  Therefore the $50 has been removed.  So how do they explain the $180.96 that is still on my credit card.   

  So the bottom line is i AM being charged twice for the room and their story that they don't want me to pay double for the room is just that...a make believe story.  I can't understand why the BBB does not recognize this as fraud.

   

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

• Initial Complaint

  Date:03/25/2024

  Type:Order 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 used the hotel booking site once to book a single hotel stay, and I was signed up to a monthly membership program that I did not plan or even know I was subscribing to.

  

  Business Response

  Date: 03/26/2024

  Hi ******,
  
  Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel.
  
  We've checked our record and see that your membership has been successfully cancelled last March 25, 2024.
  
  If further assistance is needed, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.
  
  We trust this clarifies matters for you.
  

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 4, I booked a room at the ******************************** through Super.com. I paid over $200 ******** to stay one night January 6. When I arrived at the hotel, they told me that Super never actually booked the room and they had no rooms left. When I contacted customer service, they said there should have been a room for me. I spent over 700 pesos to take a cab to find a new hotel, which costed me over $200 ******** to book. I asked Super for a refund but they ignored all my e-mails and have not refunded me.

  

  Business Response

  Date: 03/25/2024

  Hi ********,

  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.

  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction. 

  We appreciate your understanding in this matter.

• Initial Complaint

  Date:03/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/9/23 I used super.com to book a room at the Best Western. $700.00 Booking # B_11054914 Immediately after I booked it, I noticed that I had booked it at ********** Best Western rather than the intended ********* ********** Best Western. I immediately called the hotel directly. The hotel told me I called so quickly that the prepaid card super.com provided didn't have time to process. The hotel canceled the room free of charge. The room was booked under a super travel nonrefundable policy, which states that reservations cannot be canceled or modified, and that the hotel enforces these policies. However, this is not the case. I have been going back & forth with Super Travel customer service for an extended period, which has consumed much of my time. I provided money to Best Western through a 3rd party (super travel). Best Western does not have those funds, and neither do I. Super Travel and any other company do not have the legal right to keep or withhold money they are not directly owed, entitled to, or is/was intended for them; they did not provide a $700 service or product. They do not possess a 501 (c). How does Super Travel pay taxes on the funds they have wrongfully kept from me, hotels, and others that lack a taxable service or product? Should this be brought to the attention of the **** The ****************** wrote a letter to Super Travel letting them know the reservation was canceled by them for 100% free and asked that they please provide their Best Western customer with the refund that they are entitled to. However, to date, they have declined. I'm able to provide proof showing this letter was provided 4 times between the refund ticket and emails. Thank you for your assistance regarding this matter.

  

  Business Response

  Date: 03/25/2024

  Hi *****,

  Thank you for bringing this to our attention. We appreciate your understanding regarding your refund request. 

  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. We want to bring to your attention that our Support Team tried their best several times to secure the request for a complimentary cancellation. Unfortunately, despite our efforts, our request was denied, therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited. 

  Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions. We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We appreciate your understanding in this matter.

• Initial Complaint

  Date:03/22/2024

  Type:Billing 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.

  Had offer to cash in receipt and get $20 as welcome offer, enter card to recieve it. Did not mention as of writing this a pending Auth of 1.97, nor needing to wait. Did not mention trial membership. The requirements to cash out of the promo offer would result in waiting a month and paying the monthly fee. Makes the only cancel option of calling instead of simply clicking. So essentially setting up to make people trapped.

  

  Business Response

  Date: 03/25/2024

  Hi ******,

  Thank you for bringing this to our attention. Please be advised that the $1.97 charge on your card is for the Super + membership 7-day trial. You may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ****************************************************************************************************************

  Alternatively, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/22/2024

  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.

  I booked a room with the company's website/app. During the booking process, there was no mention of any deposit for the room and I was charged $51.50 for a one night stay at an OYO motel. Once my money had been deducted from my account, then the mention of a possible deposit was made clear. I did not have any money to pay the deposit and did not stay in the room. Upon calling customer service, they claim that the deposit was made clear during the booking process. However, it was not made clear and it each representive that I spoke with admitted they had not ever booked a room with their company's website to actually see that the information during booking was absent and no mention of a deposit was made clear until after my money was taken for the room stay. Had this information been clear, or had I of had the deposit money, this would not have been an issue. However, I only had enough to cover the room stay and not for a deposit.

  

  Business Response

  Date: 03/24/2024

  Hi ********,
  
  Thank you for bringing this to our attention. We understand that encountering unexpected fees can be surprising. It's important to note that hotels often have standard practices of charging a mandatory deposit directly to guests.
  
  Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card and/or in the hotel's terms and conditions section, both pre-booking and in the voucher post-booking and payment receipt. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion.
  
  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 engaged in any direct communication with the accommodation, through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.
  Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.
  
  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a mistake booking a room and entered the wrong date , they took my money and would not allow me to change the date. Thats bad ************* opinion. So I had to make another reservation and pay over again. I cannot make the wrong date so they just are going to keep my money

  

  Business Response

  Date: 03/22/2024

  Hi ****,

  Thank you for bringing this to our attention. We are sorry that you had trouble with the dates of your reservation. Please note that we cannot modify any reservations or change your research.

  Reservations are made based on your search criteria. It's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  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.

  The only exception that would allow us to issue a refund or compensation would be with hotel approval. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.

  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel room through super app, the reservation was confirmed. Upon arrival at the hotel, the hotel could not find the booking. The hotel attempted to contact Super via a phone number on their website which nobody picked up. The only way to contact them is via a live chat which is just an automated bot (screenshots included). Somebody did call form the phillipines to tell me they have received my request and promptly hung up. After that call nobody from super has contacted me or the hotel, I had to leave and find alternatives

  

  Business Response

  Date: 03/22/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site.

  Despite these challenges, we are committed to minimizing any negative impact on our valued customers. We are committed to helping you within the scope of our policies. In this case, a full refund was processed back to your account, and it usually takes 3-5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.

  We value your feedback, and as a demonstration of our commitment to continuous improvement, we're delighted to offer you a credit to your reservation. This gesture is aimed at transforming your negative encounter into a positive opportunity for a ***********. The credit is already available for your use.

  We appreciate your understanding in this matter.