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:03/20/2024

  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.

  Due to our friends loss of their 4-month-old son, my daughter and I made an emergency trip to be with them in ******, **. In our haste to make reservations, we paid for a non-refundable 4-night hotel stay through Gosuper.com. When our travel plans changed, the hotel was compassionate enough to authorize Gosuper.com to FULLY REFUND the unused two nights of our stay, which amounted to $298.69. The hotel has refunded this amount back to Gosuper.com; yet, the company refuses to refund my money. I have applied through the refund process outlined by the company, and included all necessary authorization and documentation. However, the company continues to tell me that the third party, the ************, refuses to authorize the refund.

  

  Business Response

  Date: 03/22/2024

  We extend our deepest condolences, *****. We are sorry to hear about your most recent experience with our Support team.

  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 we have checked our records, and 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.

  Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.

  It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request. Kindly ensure that the document will include that the hotel approves for a free-of-charge cancelation for the 2 unused nights. It must also have the name of the guest, hotel name, check in and check out dates, reason for a refund (please indicate if partial or full refund), and name of the hotel representative who approved for a refund with signature.

  Once you've obtained approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/19/2024

  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.

  Reservation Confirmation Number: B_11888850 Had to cancel reservation because we needed to upgrade the room due to more people coming.Reservation was originally paid via CC. That CC was compromised and had to be cancelled. Contacted support and they said they couldnt do anything. They said to contact the CC company for refund. I said I no longer do business with them and the account is closed so they will not receive the refund and super.com would get the money back because of that. Just want my refund sent either via check or applied to my new booking confirmation B_13458026 with that amount refunded to the card it was paid with.

  

  Business Response

  Date: 03/22/2024

  Hi *****,

  Thank you for bringing this to our attention. We wanted to let you know that we successfully issued the full refund to your original payment method on 03/18/ 2024. 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.

  We want to bring to your attention that we do not have any resources to transfer the funds to another card as the refund has already been sent over to your original payment method, so we no longer have the money on our end. We highly suggest checking with your financial institution for resolution.

  A lot of banks can re-route refunds from a card that has been substituted, as long as they belong to the same account. You can reach out to them to confirm if that is the case.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/16/2024

  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.

  I reserved a hotel room through super.com Feb 13 2024 for a stay March 21, 2024 and was billed $302.94 on my credit card. reservation B_13079600. On March 15, 2024 I contacted the hotel directly to verify the reservation. I was told by the hotel that on Feb 15, 2024 super.com (their third party vendor) cancelled the reservation with the hotel. I did not cancel, super.com did. I would not have known anything if I had not called the hotel direct, would have shown up for the reservation on the 21st and been without a room. Super.com never contacted me, never attempted to refund my money, nothing. I reached out to super.com customer service multiple times over the next 24 hours and received no help. I tried their online chat help as well as calling their customer service. I kept getting told their "amendment team" would be contacting me "shortly" to resolve the issue. No one contacted me, no one helped with anything through "customer support". There really isn't customer support. I was told there was nothing they more could do.Super.com has attempted to scam $302.94 from me, and leave me without an hotel booking, without any notification. HORRIBLE COMPANY and some of the worst customer support I have ever encountered. I am so glad I reached out to the hotel myself to verify before arrival that I had a reservation. I can not imagine what I would have been dealing with had I expected super.com was trustworthy and I showed up without a hotel room available.

  

  Business Response

  Date: 03/18/2024

  Hi *****,
  
  Thank you for bringing this to our attention. Please know that in the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, our dedicated Support team was able to address and resolve the issue by confirming your reservation to the property. Please see your email for the hotel confirmation sent. You can provide this to the front desk to check your booking.
  
  We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  We trust this clarifies matters for you.

• Initial Complaint

  Date:03/16/2024

  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.

  I didn't subscribe for a paid membership on this super+ website. But somehow they charged me on February 10th and on March 10th for *****. My credit card company marked a transaction named super super+ as a fraud and asked me if I'm aware of making any purchase. I couldn't recall purchase on Feb 10 and Mar 10 related to this merchant. And I also didn't see any email notification or anything about this subscription receipt. I first thought my credit card was compromised. Then I started checking for everything related to this Super. And found that this company super+ had changed my membership to paid membership without giving me any notice and I didn't receive any receipt of subscriptions as well. I sincerely request for a refund at the earliest for the transactions on Feb 10 and Mar 10. Kind Regards,****

  

  Business Response

  Date: 03/16/2024

  Hi ****************,
  
  Thank you for bringing this to our attention. It's possible that you inadvertently signed up for the Super+ membership. 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:
  ****************************************************************************************************************
  
  For further assistance, 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:03/15/2024

  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.

  The book was completed online at the hotel registration desk. The booking was made for the wrong day. We sought to have it corrected but the super.com customer support said there was nothing they could do. The website says that its up to the Hotel. The hotel clerk said that he couldnt change it because it was booked through a 3rd party. So, I had to cancel the reservation and pay twice for the same room. The booking voucher even has the wrong day for the date the room was booked. It shows Saturday the 16th. Today is Friday the 15th. Total scam.

  

  Business Response

  Date: 03/16/2024

  Thank you for bringing this to our attention, *******. 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 understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:03/15/2024

  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.

  My wife and I purchased a 2 night stay at the ************************************************* with a partial ocean view feature ************* in on March 2 to 4, 2024. This is for our 21st wedding anniversary gift for ourselves. We paid them $1,300 for it with confirmation # B_12871321 Upon arriving at the ******************************************, we were placed on the 1st floor with no views. We complained to the front desk about this but they werent able to transfer us to another room as they were fully booked. That night, we were also woken up with other clients' noises as we were placed near the entrance hallway.The next morning, we decided not to stay another night and so asked ****** to cancel the next night's reservation. They told us to call Super.com as it was booked thru them. After more than an hour on the phone with them, they told us to get a hotel documentation receipt stating that ****** approved the 2nd day reservation with refund. We got the documentation from them and attached herewith it is.Now its day 12 and we have not received the refund for the canceled night's reservation. We called Hilton on Wednesday and they told us they processed the refund on March 3, the same day we checked out. We've followed up with Super.com via chat and email and everytime they would say "we're working on it. Please be patient." This is getting ridiculous to the point of being a SCAM. We are business people ourselves and we know refunds should be done promptly and this Super.com company is not doing the correct business practice. Please refund the $650 (half of the $1,300 paid for 2 nights) ASAP.

  

  Business Response

  Date: 03/16/2024

  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.
  
  Please know that the hotel confirmed with us that they were able to provide you the correct room type during your first night stay which includes partial ocean view. They have informed us that all of their mobility accessible rooms are really on the first floor.
  
  Also, 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. 
  
  We understand that the hotel has already approved to refund the second night of your booking that was not used. We are committed to helping you within the scope of our policies. In this case a partial refund was processed back to your account, and 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.
  
  We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We trust this clarifies matters for you.

• Initial Complaint

  Date:03/14/2024

  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.

  I paid the subscription price of 15 dollars and found out that I could not use their product because it would not link my bank so I asked for a refund and was told that I would receive it in 3-5 business days so I waited until day 5 and still nothing on day 6 I message them again and then they say its been escalated and once the escalation **** has processed the refund wait another 3-5 days I asked to speak with somebody who knows when I get refunded and then I just starts with automated general responses. Go somewhere else this company is *********

  

  Business Response

  Date: 03/15/2024

  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.
  
  We checked our record and see that your membership has been successfully cancelled and refunded last March 06, 2024.
  
  If further assistance is needed regarding your Super+ membership, 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:03/14/2024

  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 arrived ay my hotel *********************** Casino on Saturday March 2nd at approx 530pm.Check in time was for 4pm. One would think we would be able to check in immediately at time of arrival.I went to the desk and spoke with ****. She informed me only a "pet friendly floor" was available if I was ok with this.Obviously this is not what I booked so I was advised a room was not ready and to allow them ***** minutes to have a room available for us and I would be notified when the room was ready. Approximately an hour later it took me having to back to the counter to inquire on the room status. Only to be given a card key for me and my wife to go to the room given to us which I believe to have been 1026. The bell man ***** accompanied us to the room only to go to open and door and someone already be in the room laying on the bed. We we're forced to head back downstairs to try and get another room. Within minutes were given another room 1727 which worked fine. However at this time it is now 7pm.We were in town for a concert which we were ultimately late for due to the hotel's mistakes. I spoke with **** at the front desk and her Director named ******* requested we reach out to the booking agent and have them get with the hotel so they could discuss the incident and see what they could do to compensate me. At this time I have reached out to Super.com and Ballys three times at this point only to be told to get with the hotel or the vendor. I have spoken with the hotel and vendor multiple times who have told me to check in with the other. Seems like both parties are trying to get the other to take control of the situation however no one is willing to take accountability for the blunder.Both parties are pointing the finger at one another which is not my fault. I need someone to take accountability and make this right.

  

  Business Response

  Date: 03/15/2024

  Hi *******,
  
  Thank you for bringing this to our attention. We understand the challenges you faced with your reservations.
  
  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. Please note that our Support team is currently working to resolve this and they will follow up with you as soon as possible.

• Initial Complaint

  Date:03/13/2024

  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.

  I filed 2 separate tickets within the guidelines of go.super.com/bookingerror. I have provided the receipts and proof that justify my claims as well as email communication saying they apology for me being double charged. However when I speak to an agent they say something completely different and proceed with nothing but apologies and no solutions. I am asking the BBB to help with this complaint. The amount is more than $500.00 and has occurred more than once. I can provide all documentation and proof needed to justify and sustain my claim.

  

  Business Response

  Date: 03/15/2024

  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.
  
  Please know that we're fully committed to enhancing our services and providing you with a smooth and efficient experience. Our aim is always a swift and satisfactory resolution.
  
  Our Team is diligently working to address and resolve your concerns as quickly as possible. Rest assured, your satisfaction is our priority, and we're dedicated to enhancing your experience with us.
  
  Your understanding and patience during this busy time are immensely appreciated.

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21428224
  
  I am rejecting this response because:
  Solely on the algorithm options provided by the BBB. I respect and appreciate your efforts so I am deciding to leave this complaint open until a decision has been made based of the proof and details I have provided. 
  

  I have also reviewed and received further correspondence from an associate rep of super.com stating she has received a folio that is not under my name or any longer under my name. Can you please help provide the information she is speaking of as she says it is a factor in super.com decision making process of this complaint.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/18/2024

  Hi ******,
  
  Thank you for bringing this to our attention. We've checked our records and see that you have submitted 2 tickets for both of your booking through our booking error link.
  
  Upon further checking, please know that for your B_12712141 booking, no double charge issue occurred. Our Support team was able to address and resolve the issue you encountered by relocating you to the right hotel. We covered the cost of the ************* shown to the invoice you sent in the ticket. We also issued you credits as compensation for the inconvenience caused.
  
  Regarding your B_13343109 booking, our Support Team was able to confirm with the hotel that they successfully charged our card for this stay. They informed us that they did not charge you anything for this reservation except for the property's mandatory fees.
  
  Thus, we cannot provide any refund for both of the reservations as we were able to resolve the issue during your stay.
  
  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21428224
  
  I am rejecting this response because:

  i have provided proof in the form of receipts and bank statements to dispute the amount including the credit card  that my travels are a corporate expense and both corporate cards were used as well as my personal accounts where charged. The only thing I was obligated to pay for both stays are incidentals and deposits. Please re review the documents I have submitted so this proof that you are now burdened with legally finding reason to refuse my refund so that they do not become public records on this BBB platform. I am more than happy to take this dispute publicly should my money not be refunded immediately.

   

  
  Best,
  
  *****************************

• Initial Complaint

  Date:03/13/2024

  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.

  A scammer listed a room in my house for rent on Super.com. In the last two weeks three separate people have arrived at my doorstep believing they have rented a room in my house (like AirBnB) because they booked it on Super.com. I've reached out to customer service at ******************** over the phone, via email, and through direct message on social media to get the scam listing removed, and in all instances they have ignored me and done nothing. Consumers are getting scammed by fake listings on the site, and showing up to random addressed in the night thinking they have a room to stay in. At the very least, it's inconvenient, but could potentially be very dangerous. Finding a stranger on your property at 9:45 at night is a recipe for disaster. Super.com has no system in place to report scam listings such as this, and their customer service infrastructure is purposefully set up to make rectifying situations difficult/impossible. There needs to be a system in place to report and rectify types on instances like this, which are rampant on their site because they lack due diligence during the listing process, so that consumers do not continue to be scammed which super.com racks in money from service/booking charges.

  

  Business Response

  Date: 03/14/2024

  Hi ******,
  
  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  Please know that we're fully committed to enhancing our services and providing you with a smooth and efficient experience. Our aim is always a swift and satisfactory resolution.
  Our Team is diligently working to address and resolve your concerns as quickly as possible. Rest assured, your satisfaction is our priority, and we're dedicated to enhancing your experience with us. 
  
  We appreciate your patience and understanding regarding this reservation.