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:06/26/2025

  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 purchased refundable hotel reservations for June 26th 2025 for the ************ in *************, **. I paid extra to make the reservations refundable. Despite conversations with three different customer service representatives at ********************, I was told I could not get a refund, even though my plans changed and I no longer needed the room. I also tried using their online refund request, which also denied me. I also contacted the hotel directly 2 times and was told I could not get a refund and that Super.com had booked my stay as nonrefundable. I am requesting a full refund of $161.47.

  

  Business Response

  Date: 07/02/2025

  Hi *****,
  
  Thank you for reaching out to us about your reservation for the ************ in *************. We value your feedback and understand how important flexibility is when plans change.
  
  After reviewing your case thoroughly and speaking directly with the hotel, we found that your booking was marked as a no-show. Consequently, the hotel is unable to approve a refund under these circumstances. However, we noticed that you opted for the enhanced refund option, which is tailored to assist in specific situations such as medical emergencies, natural disasters, or flight cancellations.
  
  To pursue a refund through this enhancement, you would need to contact the enhanced refund provider directly and submit the required documentation as specified in the terms outlined in your confirmation email.
  
  We understand this might not be the outcome you were hoping for, and while this is our final response on this matter, any further inquiries or actions regarding a refund would be best directed to the hotel.
  
  Should you have any more questions or need guidance regarding the enhanced refund process, feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23524430
  
  I am rejecting this response because: 

  I contacted Cimarron Inn before my scheduled stay in order to cancel.  They informed me that Super.com had booked the stay as nonrefundable, and so they could not cancel my reservation. This was a mistake on the part of Super.com.  I purchased a refundable reservation.  I wouldn't have been marked as a no show had I been allowed to cancel my reservation. The reason I was not allowed to cancel was the fault of Super.com, not mine.  I have spoken to the hotel multiple times, and they cannot offer a refund since the stay was scheduled as non-refundable, again an error on the part of Super.com.

  I also believe your terms and conditions relating to nonrefundable reservations are misleading.

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

  

  Business Response

  Date: 07/03/2025

  Hi *****,

  Thank you for getting back to **. We truly understand your concern about the reservation at ************.

  After our investigation, we connected with Tabby at the front desk and learned the bookings were marked as no-show because of the exclusive discounted rates, which come with non-refundable terms. These terms allow us to offer the best prices possible, ensuring maximum value for our customers.

  We also see that you opted for the enhanced refund option, which is designed to assist in specific scenarios like medical emergencies, natural disasters, or flight cancellations. You can start the process with the enhanced refund provider using the contact details in your confirmation email and submit the necessary proof as outlined in their terms.

  Your case is temporarily closed, but if you get a refund approval email from the hotel, please forward it to us, and our team will happily continue assisting you. We're committed to providing you with a smooth, reassuring experience and are here to help in any way we can.

  Warm regards,

  Super.com Team

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23524430
  
  I am rejecting this response because: You did not address my concern. Please respond specifically to the fact that you require the hotel to refund the money, yet prevent the hotel from doing so by booking the reservation as nonrefundable.  By your policies and practices, you prevent any possibility of a refund while taking money for "refundable" reservations.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/03/2025

  Hi *****,

  Thank you for getting back to **. We understand your viewpoint regarding the refund process for non-refundable bookings.

  Our goal is to offer competitive rates, which often come with non-refundable terms that are shared during the booking process, allowing us to provide the best possible prices. In reviewing the details of your case, we promptly contacted the hotel and spoke with Tabby at the front desk. She clarified that the bookings were marked as no-show and, due to being made under exclusively discounted rates, they are non-refundable. We further explored the option for a partial refund, but it was not possible for the same reason.
  

  We require direct approval and documentation from the hotel for cancellations or refunds, as they manage their own policies and charges. This ensures that refunds are processed with the necessary authorization from the respective property, maintaining trust and accuracy in the transaction. As it stands, we are unable to proceed with the refund request, as the hotel has denied it based on their terms and conditions. However, if you can obtain an email confirmation from the property approving a refund, please forward it to us, and we will promptly continue assisting you with the matter.

  We truly appreciate your understanding and are here to support you in any way we can.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23524430
  
  I am rejecting this response because: I purchased refundable tickets. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/26/2025

  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 through Super.com. Unlike booking direct, where you are not charged until you stay, super.com charged me as soon as I booked. When the trip was canceled, super.com would not refund my money. I called the hotel directly to at least let them know I would not be staying so they could release the room they were holding for me. They did not have a reservation for me. So, had I shown up, I would have had to pay again to get a room, or possibly run the risk of not getting a room if they were sold out, since I did not have the reservation I thought I had. This site is a scam.

  

  Business Response

  Date: 06/30/2025

  Hi ********,
  
  Thank you for bringing this to our attention and sharing your experience. We completely understand the importance of ensuring your reservation is handled correctly.
  
  I want to reassure you that we have raised this matter and, after speaking directly with the hotel, we have confirmed that your reservation is indeed in their system. To further assist, our support team has reached out to our travel partner to request approval for a free-of-charge cancellation as your request. We are committed to providing you with the best possible outcome and will keep you updated on the progress.
  
  Our team will follow up with you via email once we have a resolution. We truly appreciate your patience and understanding as we work diligently to address your concern.
  
  If you have any more questions in the meantime, feel free to reach out. We're here to help!
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/26/2025

  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 asked for a refund very early in may 20th and the advertisement said I had until June 17th,2025 and they still took the $220.10. Amount 3 Weeks after my cancellation? I called my bank and told them and they just confirmed!

  

  Business Response

  Date: 06/30/2025

  Hi ******,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of ensuring your requests are honored, and we're here to assist you.
  
  After reviewing your case and speaking directly with the hotel, we are pleased to inform you that we have secured a free-of-charge cancellation for your booking. The refund amount of $220.10 has been processed, and you should see the funds reflected in your original payment method within the next 3 to 5 business days.
  
  We appreciate your understanding and patience during this process. If you have any more questions or need further assistance, please don't hesitate to get in touch. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/26/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against Super.com for what I believe are deceptive, unfair, and unethical business practices relating to their advertised refundable booking option.On [Insert Booking Date], I made a booking through Super.com and paid extra for their advertised refundable option. The booking was made late at night, and just a few hours later, I realized I had mistakenly selected the wrong date. I canceled the reservation the same day.During the cancellation process, I was prompted to select a reason for requesting a refund. One of the listed options was booked the wrong date, which accurately reflected my situation. I selected it, trusting that I would be refunded under the coverage I paid extra for.However, I was later informed that their refund policy does not cover booking errors and applies only to emergencies. If thats the case, why is booked the wrong date even listed as a selectable reason during the refund request process? This creates the false impression that such cancellations are eligible for a refund, which is both misleading and deceptive. It feels like a manipulative tactic to deny refunds while appearing flexible, and ultimately, a dishonest way to profit off customer mistakes.When I asked about the refund, I was told they could not refund the original payment method and that they also could not issue a paper check. Instead, they requested my bank account information in order to issue a refunda method I am not comfortable with and which was never clearly disclosed as the only refund option.After multiple failed attempts to resolve this directly with Super.com, I filed a dispute with my bank. Since then, Super.com has refused to respond to me or my bank, making it impossible to resolve the issue through the proper channels.I have all necessary documentation, including booking and cancellation confirmations, screenshots of the refund request

  

  Business Response

  Date: 06/28/2025

  Dear ********,
  
  Thank you for reaching out to us about your concerns with your recent booking experience. We're here to provide clarity and support.
  
  We've reviewed your booking and understand that you purchased an enhanced refund option. This add-on is designed to provide refunds in specific situations, such as medical emergencies or flight cancellations, as outlined in the terms and conditions provided in your confirmation email. To initiate a refund under this option, you would need to contact the refund provider directly and submit the required documentation.
  
  Regarding the refund request process, we'll take your feedback about the listed options into consideration to ensure our processes are clear and transparent.
  
  As you've filed a chargeback with your bank, we're cooperating with their requests for documentation. We recommend following up with your bank for updates on the case status, as they are now overseeing the resolution process.
  
  If you have any further questions or need assistance, please don't hesitate to reach out. We're here to help and provide guidance.
  
  Warm regards,
  Super.com Team
  

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23521458
  
  I am rejecting this response because:

   

  I have been communicating with my bank in *******, **, who has requested a refund from you, but it has not been processed yet due to you refusing to respond. Please make sure to release the payment as soon as possible.
  
  
  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 07/11/2025

  Dear ********,
  
  Thank you for your follow-up email and for keeping us informed about your discussions with your bank.
  
  We appreciate your patience and understanding as we worked through this process. Im pleased to confirm that the refund has indeed been processed from our side. Please allow a short period for the transaction to reflect in your account, as processing times can vary depending on your bank.
  
  If there's anything else we can assist with or if you have any further questions, please feel free to reach out. We're here to help!
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/26/2025

  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 have had an unknowing charge being taken out of my account for $15 since august of 2024 and I have never had any affiliation or subscription with super*super+ or super.com

  

  Business Response

  Date: 06/28/2025

  Hi Faith,
  
  Thanks for reaching out to us about the unauthorized charge of $15 from your account since August 2024. We're here to help and want to get to the bottom of this.
  
  Our Super+ membership is an optional subscription that requires your consent to activate. We've searched our records using the contact information you provided, but we couldn't find a membership associated with your details.
  
  To help us investigate further, could you please provide us with the card details for the account that was debited? This will help us locate the account and take the necessary actions to ensure that the membership is cancelled and prevent any future charges.
  
  We appreciate your cooperation and are committed to resolving this matter for you.
  
  Best regards,
  Super.com Team

  Customer Answer

  Date: 06/29/2025

   
  Complaint: 23522100
  
  I am rejecting this response because: I have never had an account affiliated with this business, only the fraudulent charges placed on my card. I do not feel comfortable giving anymore personal information to this company considering they have already stolen my card information. I have filed a dispute with my financial institution because I have no account or have ever had a subscription with this business. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/02/2025

  Hi Faith,
  
  Thank you for following up and letting us know about your concerns. We completely understand your hesitation and want to assure you that we're committed to ensuring your account's integrity and security.
  
  We have escalated your case to ensure thorough follow-up. I'm pleased to inform you that your Super+ membership has been canceled to prevent any further activity. We have also processed a refund of $150 to your ****** account, covering the charges for the past 10 months.
  
  We understand the importance of feeling secure with your account information and appreciate that you've taken proactive steps with your financial institution. Rest assured, we're here to assist if you have any further questions or need additional support.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room thru Super.com on 6/23. I called the hotel on 6/25 to verify booking. I was informed of the parking height restrictions that were not disclosed at the time of booking. The height restrictions are no more than 6ft, my truck is 6.5ft. I was informed by the hotel that my room is non refundable, well I would never of booked the room if there was height restrictions. I reached out to Super.com and they told me to contact hotel. Both sides want to play the passing game and all I wanted was to relax on the beach and have somewhere to park.

  

  Business Response

  Date: 07/01/2025

  Hi *********,
  
  We appreciate you bringing this to our attention, and thank you for sharing your concerns about the parking height restrictions.
  
  Our goal is always to provide the best possible rates, which is why our bookings are typically non-refundable and non-amendable. Understanding the situation with the parking restrictions that were not initially disclosed, we're here to help resolve this for you.
  
  We've escalated your case and have been in touch with the hotel. While they could not approve a free cancellation, Im pleased to let you know that they have agreed to a partial refund for one night. Weve already processed a refund of $211.91 to your original payment method, and it should reflect in your account within the next 3-5 days.
  
  If theres anything else we can do to assist you, please feel free to reach out. We truly value your feedback and look forward to serving you better in the future.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/26/2025

  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 had $15 taken out of my account on June ******* from Super+. I never signed up for this. I need a refund. If no refund I will file legal paperwork for much more than $15. I need the refund within 30 days.

  

  Business Response

  Date: 06/26/2025

  Hi David 
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:06/26/2025

  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.

  (Detailed in the attached letter. Please read.) To The Respected Team at Better Business Bureau:I am filing this formal complaint against Super.com due to a fraudulent hotel reservation incident that occurred during my family's recent trip to *************. Their actions caused significant financial loss, emotional distress, and left my family-including young children-stranded for several hours without a hotel room.Background and Booking Details:On May 13, 2025: I used Super.com (formerly known as SnapTravel) to book two hotel rooms at the *********************************** for the night of June 19, 2025. I booked:- 1 ************* ($216.97) (Super.com booking B_18570067)- 1 Double Bed Room ($239.97) (Super.com booking B_18570191)The reservation was paid in full using my credit card, and I immediately received confirmation from Super.com stating that both rooms were successfully reserved. Attached to this complaint are the confirmation vouchers sent by Super.com. In addition, I proactively contacted the *********** directly a few days after booking to verify my reservation. The hotel staff confirmed both rooms were reserved, and even provided me with the official hotel confirmation numbers.Incident at Check-In:Upon arriving at the *********************************** on June 19, 2025, I was informed at the front desk that only one room (the King bed) had been booked. The second room (the Double bed) had been cancelled by Super.com several days prior, and the hotel had issued a chargeback to Super.com's account at their request. This cancellation was never communicated to me by Super.com. I did not authorize any cancellation, nor did I receive any notice or refund from them.(Complaint is continued in the attached formal letter.)

  

  Business Response

  Date: 07/05/2025

  Hi *************,
  
  Thank you for reaching out to us and for your detailed explanation of the situation. We genuinely understand the impact this experience has had on you and your family, and we are committed to addressing your concerns promptly.
  
  We have escalated this matter and are actively working with our travel partner to find the best resolution for both of your bookings. Your patience and understanding during this process are greatly appreciated.
  
  Once we have reached a resolution, you will receive a follow-up email with all the necessary details. If there's anything else you need or wish to discuss in the meantime, please feel free to contact us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/25/2025

  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 was charged 15 dollars when no clarification about me being charged was stated

  

  Business Response

  Date: 06/26/2025

  Hi *******
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 7, 2025 I booked a room with Red Roof through Super.com. I accidentally booked the wrong day for the reservation and moved to cancel immediately after it was booked since it wouldn't be of any use to me. I contacted customer support to help with this and was told by them that I would only be able to receive a refund if Red Roof were to provide a written letter as proof of cancellation. I contacted ******** to cancel my reservation and was informed through email that they can not cancel reservations booked by third-party booking companies; the cancellation needs to be initiated by Super.com. I informed Super.com of this redirection and clarification and they ignored it, refused to cancel my reservation, and refused to provide a refund despite also purchasing a refundable upgrade along with it. The reservation confirmation number is B_17504184

  

  Business Response

  Date: 07/02/2025

  Dear Diego,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concern about the booking with Red Roof.
  
  Our goal at Super.com is to provide our customers with competitive rates, which often means bookings are made under non-refundable and non-amendable conditions. This approach ensures that we can offer you the best possible prices. However, we understand that circumstances change, and that's why we have escalated your case internally to secure a refund.
  
  Our support team has already sent a follow-up email with the next best solution tailored to your situation. We truly value your patience and understanding as we work towards resolving this for you.
  
  If there's anything more you need or if you have further questions, please don't hesitate to reach out to us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23515663
  
  I am rejecting this response because: I've sent out a request to confirm the refund to Red Roof 4 days ago through email and have yet to hear any response from them. I might need more time for this case; I'm still waiting for a response from the property.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/09/2025

  Hi Diego,
  
  Thank you for your follow-up email. We appreciate you keeping us informed and understand you're awaiting a response from Red Roof.
  
  Based on our review, we spoke directly with the hotel, and they confirmed that the reservation was utilized, which is why they have not approved the refund. However, we're more than willing to reopen your case as soon as you're able to provide documentation from the hotel approving a refund.
  
  If there's anything further we can do to assist you during this process, please feel free to reach out. We're here to support you and ensure a satisfactory resolution.
  
  Warm regards,
  Super.com Team