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:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok I booked three days at the Hampton inn in ******* ****** it was non refundable no problem, the problem is when we got to the border we didn't have paper info for hotel and no interest to pull up hotel confirmation so they sent us to immigration the problem is the person I was with had a misdemeanor almost 10 years ago which we didn't know as we have been to other parts of ****** with no problem, so long story we weren't allowed into ******, I called hotel they said super travel needed to cancel reservation, I contacted super was on hold for over 3hrs and so I texted the lady said due to situation shed give me a refund but I needed letter from hotel, while I was asking what kind of letter we were disconnected then I go another guy he said sorry no refunds this was something that was unforseable and out of my control it's not like I changed my mind ****** wouldn't let us in so couldn't make it to hotel I called hotel back spoke to someone else he cancelled the reservation and said I should only be charged for one night as they are only charging super travel for the one night, it cost me ****** for the hotel and I don't think it's fair to be penalized for something out of my hands, please if you can help me id appreciate it so much, I'm gonna try and contact owner and who ever I can

  

  Business Response

  Date: 06/21/2023

  Hi *****,

  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20th I purchase a hotel stay with the ********************* June 16th to the 19th, and made the payment through Paypal. Days later I received the attached email saying that my booking had me cancelled. I called then to request more details and I was informed that it had been cancelled through Paypal and if I still wanted the hotel stay I would need to make a new booking. When I checked the bank statement from my credit card, there were still debit on my statement, charged from my credit card through Paypal. I contacted Paypal and they are requesting further information from Super Travel. Today I received an email from the hotel booked through Super Travel stating that the reservation is still valid and it can only be cancelled by Super Travel, the third part hired to do the booking. The hotel will waive any fee and refund the money to Super Travel but the cancelation has to be done ASAP as the stay starts this coming friday, the 16th.I'd like to request an urgent contact with Super Travel to request that booking cancellation with the subsequent refund of the payment to my account through Pay Pal.

  

  Business Response

  Date: 06/20/2023

  Hi,
   
  Thank you for reaching out to us about your reservation.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  
  

• Initial Complaint

  Date:06/11/2023

  Type:Delivery 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 received the incorrect items in my order (I received mens deodorant instead of the womens I ordered), I followed their protocol and sent an inquiry with a picture of the package I received. I was to have a resolution within 1-2 business days and so far I have received three separate emails telling me they are looking into it. No refund, no return package label (I am not paying to return their error), nothing.

  

  Business Response

  Date: 06/20/2023

  Hello ****,

  We are truly sorry to hear about your experience.

  Upon review, our support team updated you on 6/17/23, stating that the correct items were reshipped under the new ***** tracking number ************. That said, you are not required to return the incorrect items you received, so feel free to keep them or donate them to a local charity. If there is anything else we can further assist you with, please let us know.

  Thank you!

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8th, 2023, I booked a room for my daughter and her friend at The Red Roof inn +, ******** *********** for the night of May 27th 2023 through Supertravel.com for $146 (incl taxes) as they were visiting ******** for *********************** concert. Confirmation number was B_9040732. The girls reached the hotel a little after midnight due to delay in transportation. They were told that their reservation had been cancelled as the virtual card of the Supertravel had not worked when the hotel tried to run it to charge for the room. Essentially, Supertravel took money from us on April 8th and never paid the hotel. The girls were devastated as it was too late at night, no hotels had any availability in the proximity and Uber or taxis were tough to find. There was no point arguiong with hotel folks who were apathetic. We were lucky to find a room in a hotel - albeit at exorbitant rate of $409 for a night. On following up with Supertravel - they refunded $146 amount but did not compensate for the undue stress suffered by girls and their parents- as well as the high price (Delta between $409 that they had to pay as against $146 what we reservwed it for) that they had to pay to secure a room due to the negligence of Supertravel.com.

  

  Business Response

  Date: 06/20/2023

  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 *********** 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.

  Your patience and consideration on this matter is highly appreciated. 

  Regards,

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20172389
  
  I am rejecting this response because I had reached out to the Supertravel many times between May 28, 2023 and June 12, 2023 through chat, email and phone before I filed the complaint on BBB platform. They refunded my original payment (which I would anyway have received from credit card company on filing of a claim). However, they refused to address core part of my complaint which was addressing the delta of price I had to pay to book a hotel in cinch due to Supertravel not passing on payment to the hotel- and the undue stress my young daughter had to face to search for accommodation in an unknown city at 2 am EST even after having made the prepaid booking on Supertravel platform more than a month in advance.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/26/2023

  Hi ******* ,

   

  Thank you for the follow up. Kindly be advised that our team is still working on your concern and someone from the support team will reach out to you directly to finally resolve the issue. Once again we apologize for the inconvenience and we look forward to your continued patience.

  Best,
  Corporate

• Initial Complaint

  Date:06/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10 at 12:14pm I booked a flight ticket and received an emailed confirmation code. The $806.88 fee was processed on my charge card. At 12:22pm I received an email indicating the "order could not be completed. Please note that refunds may take several business days to post back to your account." So my credit card has been processed, they are in receipt of my payment and now I need to 'pay again' for another plane ticket while I wait for a refund. I phoned their non-existent customer service line, was on hold for 20 min and then left a call back message. I have emailed the *** via LinkedIn and am waiting for a response.

  

  Business Response

  Date: 06/17/2023

  We are sincerely sorry to hear that you had trouble with your reservation.
  
  
  As this complaint is about flights, we have escalated this matter to the Flights Support team, who will be reaching out to you as soon as possible.
  
  
  They are best equipped to answer your question about your flight reservation
  
  
  Thank you for your patience.

  Customer Answer

  Date: 06/19/2023

   
  Complaint: 20170360
  
  I am rejecting this response because:

  I have had several emails back and forth with little information on the transaction and little ownership of the situation.

  I was originally charged $601.99US which converted to $825.94 CDN on my charge card.

  I have been refunded $785.72 CDN which leaves a difference of $40.22CDN still owing to me as part of my refund.  Whether this is a conversion issue or some sort of fee - the exact amount in CDN should be refunded as I was not the one to cancel the booking.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/26/2023

  Hi *****,

  We appreciate you reaching out.

  Kindly be advised that we were informed by our flights team that the full refund has been processed accordingly. The amount you see *** have been affected by exchange rates, you *** reach out to your bank for clarification.

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

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20170360
  
  I am rejecting this response because:

  While they say that a full amount has been refunded, it has not.  I am short $40.22 because of the currency exchange, which means they made $40.22 on their cancellation of my flight.

  In my correspondence with *********************** at bookingvault.com, she indicated she was "working on this" and "I will update as soon as possible" but there has been no confirmation of a refund of the difference of $40.22 or updates.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I did not authorize this booking as it was a fraudulent due to someone else using my info to book in order to cause monetary damage to me. I am dealing with them legally at the moment and reported to my financial institution. I realize this charge much later on when I start finding other unauthorized expenses showing up on my credit card and email. In addition, I see that the attached booking confirmation is showing as it's cancelled so there shouldn't be any charges. Please kindly refund the charge of $******. Thank you very much!Confirmation Number: B_8831086 View Reservation Online Address: ***************************************** *********************************************************************************************************** Room Type:Standard ******************* Check-In: Fri Mar 24, 2023 (4 PM)Check-Out: Mon Mar 27, 2023 (11 AM)No. of nights: 3 USD ******

  

  Business Response

  Date: 06/17/2023

  Hi ***, 

  Thank you for reaching out to us about your reservation B_8831086 at the ***************************************** .

  
  We understand that you are disappointed that we are unable to refund this purchase done in the past. We are sorry that the transaction was done without your consent, and we take this matter seriously.
  

  However, we are unable to deviate from our non-refundable policy of the hotel. We also cannot meddle in any criminal case that is under investigation. Any updates you require must be via your legal and financial dispute.

  We understand that this may not be the answer you were hoping for, but we hope you understand our position. We wish you all the best in resolving this matter.

  Regards,

  Corporate

  Customer Answer

  Date: 06/18/2023

   
  Complaint: 20169072
  
  I am rejecting this response because: Super.com bear the responsibility of verifying it's customers and make good faith to resolve any disputes per your policy @ egal. On top of that, i see the booking marked as cancelled so it does not make sense for this to be both non-refundable and cancelled at the same time. The booked room during the booked time was not utilized by me nor the person whole falsely impersonate me. Please kindly reconsider. 

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

  

  Business Response

  Date: 06/23/2023

  Hi ***,

  Thank you for reaching out to us about your reservation.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 06/25/2023

   
  Complaint: 20169072
  
  I am rejecting this response because: Can you please send an email to ******************** stating that Super.com will not reimburse the expense directly back to me? so that i can prove that i did not get anything from your company back at this point. I need this information for possible legal action/claims court. 

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

• Initial Complaint

  Date:06/08/2023

  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 weeks stay at the Holiday Inn ***** through this company and found out after I hit send that they immediately charged my credit card for the full amount of $5700 and no right to cancel. Its not at all clear on their web site that this was the case. Dates 3/02/24 to 3/09/24. Confirmation # B_*******. I called the Holiday Inn in *****. They have the reservation as booked through Expedia but received no payment. I have a feeling ReservationStays is using my money for ten months then paying Holiday Inn. Booking was done on 5/15/23. I called *********** and they placed a hold on the transaction. They have not hear anything from RStays. An internet search reveals numerous complaints about them.

  

  Business Response

  Date: 08/29/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_9467707.
  
  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: 09/02/2023

   
  Complaint: 20163058
  
  I am rejecting this response because:

  This booking was cancelled by you, Reservation Stays, not by me, and therefore you have my money, which has been reapplied to you by *********** after the dispute claim has been closed.  Once again, you have my $5719.99 and I have no booking at the ***** Holiday Inn

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

  

  Business Response

  Date: 09/10/2023

  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.

• Initial Complaint

  Date:06/08/2023

  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.

  We were traveling and trying to make a reservation. We called what we thought was Homewood Suites by ******. When we spoke with the agent, the price of the hotel room was high and I asked her is it less expensive if we book directly with the hotel. She said yes. I then told her we will call the hotel direct and book with them. I did not give her authorization to use our credit card and she was very nice and clearly had no issue telling us it would be cheaper calling the hotel directly, which we did. When we checked out of the hotel, we saw on our credit card alert that not only did the hotel charge us, but the lady at Reservationstays.com had in fact charged us $247.99, which she did not have authorization to do. I have spent a month calling them over and over to still not have a refund. They say every time from their "script" that it has been escalated. Now they are saying they are waiting on their 3rd party company to respond and will not tell me who that 3rd party company even is. Beyond frustrated. SCAM SCAM SCAM

  

  Business Response

  Date: 08/29/2023

  Hi *********,

  Thank you for reaching out to us.

  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20162257
  
  I am rejecting this response because this is the exact same response they gave me every time I called them since May 8, 2023.  They would not give me a reservation identification number when I asked. They have it under my husbands email ***************************  We dont have a reservation number because we did not finalize a reservation with them and didnt authorize them to charge or credit card as we told the phone rep that we were not booking with her we were going to call and book directly with the hotel, which is what we did.   
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/30/2023

  Hi *********,
   
  Thank you for reaching out to us about your reservation B_9357646.
  
  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: 08/31/2023

   
  Complaint: 20162257
  
  I am rejecting this response because this is still an ongoing issue.  After over 2 months of myself trying to get ReservationStays.com to correct the matter and getting nowhere, except the same response every time I called or emailed saying "they are working on it".  It was then, after multiple calls to them every week, and not getting it resolved, that is when I finally went to my credit card company and filed a dispute on the charge.  The credit card company gave me a "Temporary Credit" because I was disputing the charge. After they credited my account, they reached out to Reservationstays.com and were informed that Reservationstays.com was working on resolving the matter.  Because of that communication, the charge was placed on my card again. 

  I have attached printouts of screen shots from our credit card.  You will see on Page 1, 5/8/2023 the first charge of $247.99. You will then see on Page 2, the "Temporary Credit" back to my card on 7/12/2023 of $247.99. Then you will see on Page 3, the charge again to my card on July 31, 2023 for the same $247.99.

  Reservationstays.com knows what they are doing. In speaking with the Hilton manager, I am not the only consumer they have done this to. They have put this off since May 8, 2023 and will continue to do so until I stop trying to get it resolved, which I do not intend to do as their practice is unacceptable and deceptive. They need to refund the $247.99 to my credit card once and for all. 

  Please let me know if there is anything more that I need to provide at this time. 

  Thank you for your time and trying to help me get this matter resolved.  

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

• Initial Complaint

  Date:06/08/2023

  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 made a reservation at ***************** and Suites-Decatur, using Super Travel. The booking was for June 1st to June 2nd 2023. On the day of the booking, the hotel notified me that my information was not in their system. I called Super Travel's customer support who suggested that I should give it some time since the booking was made only the day before. The night went on and the hotel still did not have my information in the system. I requested a refund and Super Travel said they could not do it because normally you do it through the hotel. That was impossible to do because the hotel never received any of my information. I was called by a supervisor at Super Travel and they agreed to call the hotel to verify the situation, however they still did not process the refund. I called the hotel and Super Travel on Monday June 5th and the situation was unchanged. The customer support at Super Travel advised me to have the hotel send an email to confirm that they never received my booking information despite the fact that they already had a verbal exchange the night of the reservation. Super Travel continued to not make progress in giving me a refund. June 8th I called again for an update and was told it was an ongoing case. I asked to speak to a supervisor but was denied claiming that they would tell me that they cannot do anything about it at the moment and that I must keep waiting. I never received a confirmation that I am receiving my refund and it appears that at this point they are merely stalling.

  

  Business Response

  Date: 06/17/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9676699 at the ***************** And Suites-*******, An IHG Hotel .

  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.
  
  Our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... to get you the best rates, and what makes us special is our access to exclusive deals.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.

  Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.
  
  

  
  

• Initial Complaint

  Date:06/08/2023

  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.

  STAY AWAY FROM SUPER TRAVEL! THEY ARE A SCAM!I accidentally booked the wrong date for a hotel, I called Super Travel within 5 minutes when I realized the wrong date was booked. I don't know how it booked the hotel for a full month from the date I actually needed it. I needed the hotel booking for the next day from when I was booking it. They were EXTREMELY unhelpful! All I wanted to do was move my reservation to the correct date. I didn't want to cancel and move away from Super Travel, I still wanted to use Super Travel for the booking. I just needed to move the reservation from the wrong date to the correct date. They still would have gotten the booking, they still would have gotten their money! They told me nothing could be done, try calling the hotel to cancel the reservation. I know that's not possible since I booked it through Super Travel and not directly through the hotel, but I called the hotel anyway to cancel it. Of course I knew the hotel was going to tell me I had to cancel it through the third party Super Travel.I disputed it with my bank and SHOCKINGLY by **** lost the claim! Super Travel provided documentation to my bank that somehow showed it's my fault and the bank could not get my money back. So there was a reservation at the hotel that was never used and I was s*** out of luck, having to pay for the room twice when I only used it once! The blessing though was that when I booked the actual date I needed, I booked it directly through the hotel and it was cheaper than going through Super Travel.Screw your policy about non-refundable! I didn't want a refund, I was still going to give you my money! All I wanted you to do was move my reservation to the correct date I needed!STAY AWAY FROM SUPER TRAVEL! SUPER TRAVEL IS A SCAM!

  

  Business Response

  Date: 06/16/2023

  Hi Rich,
  
  Thank you for reaching out to us about your reservation B_8897305 at the *******************

  .
  We are truly sorry to hear that you had trouble with your reservation.

  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.
  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.
  ********************************************
  
  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  This being said, 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: 06/17/2023

   
  Complaint: 20160346
  
  I am rejecting this response because:

  As Ive said over and over and over againI did not want a refund, I wanted to move my reservation to the correct date I needed and still give you my money. I did call the hotel directly like Super Scammers said and the manager on duty said she couldnt do anything because I booked it with this company, but she did say there were plenty of rooms available for the date I needed. So, I booked directly with the hotel after Super Travel wouldnt budge AND I got the room for a cheaper rate than Super Travel was giving it to me for.

  All I wanted was for Super Travel to move my wrong reservation date to the correct reservation date, thats all!

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

  

  Business Response

  Date: 06/23/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20160346
  
  I am rejecting this response because:
  

  I'm going to get nothing out of this, except a constant headache. I already lost $159.95, all I can do is move on and never ever use Super Travel again and let others know not to use them either. The purpose here is to let BBB know what a shady, scammy company Super Travel is. You can stand on your pedestal all you want about your rules and blah blah blah. But all I wanted to do was still use you to book my hotel room, I just wanted you to move the booking to the correct date needed. You would have still gotten your money and I would have had a hotel room for the actual date I needed it. Get off your pedestal once in a while and see how a simple act going against your rules can keep your customers happy.

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