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:10/25/2023

  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.

  Booked through super.com for the ********************** in ******. Within an hour of booking a 3 night stay for sept ****ct 2, I had to cancel and the hotel was very willing to refund the money. They spent hours with me that day figuring out how to get a refund processed back through a expedia to super. I was told it would be processed in 24 hours and get back to my bank and cc within 10 days. I never received the refund. I called almost three weeks later (last week) and the hotel said they could see in their system that the money had been refunded back to super. I called super and they said they needed proof in order to give a refund which they had because the money had been returned. I asked to speak to a supervisor. They said someone would call me. No one did. I was sent an email with a fake URL to go to to deal with the issue but it did not work and was told again I needed proof. The hotel staff had offered to speak on the phone with them and they refused. They have my money and Best Western refunded the money back to them to get back to me and said it would work and they are refusing a refund when I did everything legally. Best Western and Expedia said they 100% refunded all the money to super.com and super is scamming me like everything else Ive read online and refusing to give a refund. Hours spent on the phone, talking to people who keep giving different directives and a constant runaround. Do NOT book through this company! They steal money.

  

  Business Response

  Date: 11/03/2023

  Hi *****,

  Thank you for reaching out to us.

  Please note that the refund has been issued already. Please see receipt attached including the *** for tracking with your bank.

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

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 08/06/2023 I attempted to make a hotel reservation for that weekend 08/06=09/2023, but I accidentally put in the wrong dates which was the 08/13=15/2023. I arrived at the Super 8 hotel to check in and was informed of the reservation dates which I tried to cancel at that point because I want the room at that moment day and time. I knew that there was a no cancelation policy which was fine because I was going to stay at the hotel at week end that I was traveling. The manager was happy to accommodate me but the price was $185 at the desk compared to the $161 I all ready paid on line, which was cook my mistake. So all the manager/owner had to do is email them (super.com) that they would not charge or take any fees for Cancellation and they would refund me my money. The Hotel was Super 8 by ******* in *********, ** claim # B-******** I have reachout to them atleast 3 time a week since August and they keep giving me the run around past me off as they are making a ticket and some will get back to me

  

  Business Response

  Date: 11/03/2023

  Hi ****,

  
  Thank you for reaching out to us about your reservation B_10581523  at the ********************************************* .
  We are sincerely sorry to hear that you had trouble with your reservation.

  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20780081
  
  I am rejecting this response because:
  The bank initiaged investigation that a refund  was approved but not received from Super. Com and pulled the temporary funds of $161.90 back from my acct. I have spoke with the bank as followed super.com email response to them (Chase)
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/17/2023

  Hi ****,
  
  Thank you for reaching out again.
  
  As mentioned earlier, since you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. 
  
  We apologize for the inconvenience.

• Initial Complaint

  Date:10/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made at reservation on super.com at the holiday in. In *******,**.I never received my reservation because the hotel was booked.I had already paid super.com ****** for this reservation.I want to make another recervation,instead of getting a full refund from super.com for this inconvenience.

  

  Business Response

  Date: 11/03/2023

  Hi Davante,

  Thank you for reaching out to us.

  We can see that theres multiple consecutive reservations for the same hotel. We appreciate your business. Can you please provide a letter from the accommodation confirming their inability to locate your reservations? Kindly ensure that you gather all relevant details including, guest name, dates the staff member's name and position who informed you they did not get your reservations.

   

  Thank you.

   

• Initial Complaint

  Date:10/25/2023

  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.

  Back in April 3 2023 I made a reservation for a hotel in *********** the Embassy Suites through a website company called Supertravel.com , my daughter got ill so I cancelled hours later , I even called them and they kept saying that I have to contact the hotel , they played games and I never received a refund like they promised

  

  Business Response

  Date: 11/03/2023

  Hi *******,

  
  Thank you for reaching out to us about your reservation B_8980910 at the .************************************.
  We are sincerely sorry to hear that you had trouble with your reservation and wish your daughter had  a speedy recovery.

  Please note that you booked a Non-refundable  stay, 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.

  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We apologize for the inconvenience.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20782038
  
  I am rejecting this response because:
  Supertravel agreed to refund the money but then they asked to called the hotel directly 

  they kept plying games 

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

  

  Business Response

  Date: 11/17/2023

  Hi *******,
  
  Thank you for reaching out again.
  
  As explained earlier, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We apologize for the inconvenience.

  Regards

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 October 16th, I reserved a one night stay thru Super.com for a hotel in **********, *******. I arrived by car from Last Vegas and drove two hours in the mountains area of **********. When I arrived I showed my receipt and confirmation # of hotel room I paid for....but after speaking with GM at the location and other staff member it was disclosed to me they had no extra rooms left and I was without a room. I called immediately Super.com. After two times I was randomly hung up on in first hour, I finally got a customer service rep on the phone and he told me they forgot the make you a room and said he would expedite my claim ticket to right person. I waited for 4 hours going back and forth in a hot hot car. Stuck out in the dessert with little to see or I waited patiently to hear back from someone at Super.com to help me. After four hours of waiting with no room, I went back in asking for a cheap elsewhere because I could no longer do keep my eyes open. The new desk clerk that changed at shift change told me that they had a non rentable room they could rent me for $75 out of pocket if I wanted. I took them up on deal and went to sleep. Next day, more than 14 hrs later a rep from Super.com called and said I needed a invoice from hotel what I paid them to stay there. That makes no sense at all. If I paid or not, the company owes me money!!!!

  

  Business Response

  Date: 11/03/2023

  Hi ****,
  
  
  Thank you for reaching out to us about your reservation .B_11622771  at the ***************************.
  
  
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as 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 Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20781844
  
  I am rejecting this response because:
  
  I am out hundreds of dollars because of this and want more than apology. I want my money back and compensation for this terrible experience and get a class action lawsuit coming your way.

  

  Business Response

  Date: 11/17/2023

  Hi ****,
  
  Thank you for reaching out again.
  
  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: 11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a hotel reservation through super.com for a stay at Super 8 by ******* in ********* for Saturday September 17th through Sunday September 18th 2023. Confirmation Number: B_11066158. A text message was received from super.com on Friday the 16th at 3:06pm confirming our reservation. On Saturday the 17th we called in route to our event to notify the hotel of a late check in as our event would run late. Nobody answered, so we left a message. No return call was received. Upon arriving to the hotel, we were told our reservation had been canceled on Tuesday the 12th. That the hotel had overbooked for the night, and reservations were canceled. We were never notified. I have now contacted super.com about 6 times via phone and have provided all documentation they have asked for. The hotel provided us in writing that the room was cancelled and there were no charges. I get the same story on each phone call from super.com that someone will call me within 45 minutes about my refund. That has never happened.

  

  Business Response

  Date: 11/03/2023

  Hi ******,

  We're genuinely sorry for the delay in response while our team reviews your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you. 

  Thank you for reaching out to ** about your reservation B_11066158 at the ***************************************************.
  We're genuinely sorry for the trouble you faced  with your reservation as the hotel informs they were overbooked.
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  The refund has now been issued 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 also sent 20% credits you can use for a. future reservation.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  
  

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to dispute a fraud charge of $3467.75 to my credit card XXXX XXXX XXXX **** on June 12, 2023. The charge was for the international airline ticket from ******** to ************* by Snaptravel/Booking Vault (now became super.com) through Kayak website. First, I used my other **** of America card XXXX XXXX XXXX **** on June 11 for flight on Jun 21, 2023 but never received any invoice of airline ticket, I thought the credit card may not went through as I was in *****, so I purchased again using the other card, again, no invoice received. Then the fraud/scam drama started with option of much more expensive quote ($2000 more) for airline ticket, after I refused, then said would issue a refund, but only one card was refunded. After that, I had called company numbers which are attached in the emails *****************-452-6714, never ever can be reached!!! And I also emailed them, all three email addresses got returned, the emails cannot be delivered! Finally, I found out the company's name was changed to Super.com, called their number **************, and associate said they are no longer supporting the flight so won't return the money to me and not provide the any solution.

  

  Business Response

  Date: 11/03/2023

  Hi *********

  We understand how frustrating this situation must be for you. Regrettably, we've recently become aware of a situation beyond our control. The company you booked your flight(s) with, Bookingvault, has unfortunately ceased operations. Your booking was with Bookingvault and not Super, this means that Super has extremely limited access to information about any Booking Vault reservation. We want to assist you to the best of our ability. To get the help you need:

  
  - For support, please reach out to the airline directly through their customer service lines.
  - If you need to cancel or make changes, contacting the airline is your best option. Alternatively, you might consider contacting your bank for assistance in obtaining a card refund or reimbursement due to Bookingvault's current inaccessibility.

  
  Thank you for your understanding and patience as we navigate this situation together.

  Customer Answer

  Date: 11/06/2023

   
  Complaint: 20778563
  
  I am rejecting this response because:

  In super.com website it states that the snaptravel is its former name, please see attached. Also snaptravel is the booking vault as it showed in original email that was sent to my email address, also see attached. They tried to use a different name to trap customer and steal the money. Plus they never sent me an invoice, ticket or receipt after charging my credit card, how I am going to ask airline for money? This is scam. 
  
  Sincerely,
  
  Xiaguang **** ****

  

  Business Response

  Date: 11/16/2023

  Hi Mr **************** you are correct, as part of our third party agreement, the Snaptravel logo is included on the booking page.  However, Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement, due to Bookingvaults inaccessibility.
  

  Regards

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20778563
  
  I am rejecting this response because:

  The response from super.com/snap travel admitted that booking vault is the third party and collaborative business partner for snaptravel. In this case, snaptravel shall take the responsibility to work with booking vault for the refund if the additional charge.
  
  Sincerely,
  
  Xiaguang **** ****

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room for Residence Inn through Super.com on 9/29/23 while a family member was being treated at the hospital nearby. The family member was suddenly transferred to a different hospital (a half hour away) late that afternoon. I stopped in and spoke to the receptionist and she graciously allowed me to cancel without a penalty, so that I could travel with my family member. Since this was a stressful event, I didn't think to call super.com at that moment. After realizing that the account wasn't credited, and attempts to clear this up using the app were unsuccessful, I called them on 10/14/23 and was told that Residence Inn would have to send an official email with several stipulations (including confirmation # B_11368137), which they did (I was on copy). I called Super.com back on 10/20 and they said that they did get the email, that the issue had been escalated and that I would receive a call back very soon from a specialist, (keep my phone handy because it would be right away, they said).I NEVER received a phone call. This company is stealing. I guess I will spend another hour trying to get ahold of them again, but I am not very hopeful.

  

  Business Response

  Date: 11/03/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_11368137  at the ********************************************************.

  We are truly sorry that you had trouble with the cancellation of your stay. 
  
  Please note that you made a same day non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. 
  Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. 

  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Please send it in response to this threas as we do not have a record of that documentation on our end.
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 15th, 2023 I booked a hotel room through Super Travel for Ocean Sands Resort. I was given the confirmation number B_10293820. I was immediately notified by the hotel that they did not have any room and that they would notify SuperTravel. I called Super Travel to confirm that the hotel was cancelled and requested a refund. They told me that I needed to provide confirmation that I did not stay. I was able get documentation from the Operational Improvement manager that I did NOT stay and the representative from Super Travel confirmed to me in email that the refund would be processed 30 days at the latest. It has now been 90 days and each time I call in I am told the process is being looked at. When I ask to speak to someone whos handling the case and in charge I am told there is no contact number for them and the representatives instantly hang up. I truly believe this website is a SCAM and that no one should EVER use this service.

  

  Business Response

  Date: 11/02/2023

  Hi *****,

  
  Thank you for reaching out to us about your reservation B_10293820 at the ********************** By *********** .

  Thank you for reaching out to us, and we deeply apologize for the delay in processing your refund. We understand your frustration, and we want to assure you that we take this matter seriously. Rest assured, we will review the agent interactions and take the necessary internal measures to ensure a more seamless experience for our valued customers.
  We appreciate your feedback and understand your concerns about being misled. Please know that this was not our intention, and we sincerely regret that your experience did not meet your expectations.
  Super.com is a legitimate company with a reputable history. We have been featured in numerous publications, including the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler, and dozens of other respected press outlets. We take pride in our ability to ************ rooms from a variety of partners, including wholesalers, to provide our customers with the best rates and exclusive deals.
  As a third-party booking site, we acknowledge that certain incidents beyond our control can occur in the travel industry. However, we have implemented procedures to minimize such negative impacts and strive to provide a reliable and enjoyable booking experience for our customers.

  A full refund has been issued, 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 have sent a separate email with the receipt.
  
  Please see enclosed your refund receipt.Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 20% of your reservation, so you can use it for a future stay. It is already available to use.

  
  Once again, we apologize for the inconvenience you've faced, and we are committed to working on improvements to prevent similar issues in the future. 

• Initial Complaint

  Date:10/24/2023

  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.

  On July 15th, 2023 I booked a room through SuperTravel for a room at Oceans Sands Resorts. The hotel notified me immediately that they had no room and they notified SuperTravel as well. I called SuperTravel to make sure they were aware and they said they would provide a refund with confirmation I did not stay. I was able to get the hotel manager to send me an email that documented I did NOT stay at the hotel and a SuperTravel representative made me aware that my refund will be handled within 30 days at the latest. Its been ************************************************************************** someone is looking into it. They say they are not able to transfer me to ANYONE, not even their supervisor, then they hang up the phone right away. I truly believe this website is a SCAM. STAY FAR AWAY FROM USING THIS SERVICE.

  

  Business Response

  Date: 11/02/2023

  Duplicated