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:02/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm providing a copy of the receipt, when making the reservation I was under the impression that selecting what they know calling a enhanced fee was an option of protecting myself by getting my complete refund but after talking to representative **** it's basically a scam to get $55. I called them thinking they would understand & process for a full refund which it's states while still doing the reservation & also on the receipt. As a service connected vet this trip was for a reunion with my fellow shipmates but had to cancel for possible surgery, I would like a full refund of the so called fee. Thank you for taking the time to assist me.

  

  Business Response

  Date: 02/22/2024

  Hi *****,
  
  We appreciate you bringing this to our attention. Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth. 
  
  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a flexible rate, that means that you are *********** a full refund if you cancel within the grace *******  
  
  However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************
  
  We hope this clarifies the reservation policies for you.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21319494
  
  I am rejecting this response because:

  The explanation given here by the business is not how it's explained when making the reservation, when choosing the option for the enhanced fee it's like your protecting yourself, if I already have protection when canceling why would I pick an option to put money in your pocket. It's just away they have it to wrongly take money from people. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/27/2024

  Hi *****,
  
  Thank you for bringing this matter to our attention. Concerning your reservation, it's crucial to distinguish between the types of bookings available. If you've opted for a flexible rate, you're *********** a complete refund within the specified grace ****** upon cancellation.
  
  However, there's an opportunity to enhance this policy for greater flexibility, allowing refunds under specific circumstances. It's important to be aware that the supplementary fee paid for this enhanced policy is non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. Additional information about the Enhanced Refund policy can be found by visiting the following links:
  ***************************************************************************************************
  **************************************
  
  We trust that this provides clarity regarding our reservation policies for you.

• Initial Complaint

  Date:02/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 hotel bookings from Super.com hit my Citi credit card. Only 1 should have been booked. I worked with super.com and completed a refund form, which was unsuccessful. I disputed the charge with my credit card. Subsequently, Super.com canceled one of the erroneous reservations, but I have not yet been refunded. My dispute with my credit card was unsuccessful as Super.com references the one remaining booking on file, not the additional booking that was canceled. Upon checking in to ********************, they only had 1 booking on file. Attached: (2) booking confirmations within 1 minute of each other. One ending [..]77 is the one in question / correspondence with Super.com on approx. 12/18 stating I would be refunded / email of recognition of completed refund form / text screenshot from Super.com of canceled reservation I wish to be fully refunded in the amount of $320.98. If anything additional is needed, please let me know.

  

  Business Response

  Date: 02/22/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We regret to learn about the challenges you've faced with your reservation. We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  Although we are dedicated to exploring potential solutions. It's crucial to note that our ability to override the decision is limited. 
  
  If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request. 
  
  Once you've obtained approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout.
  
  We hope we have clarified your doubts and concerns.
  
  

• Initial Complaint

  Date:02/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking confirmation B_12270205 paid December 4th 2023 $327.94 USD for two nights stay in *************, ** on 17 Feb 24. Arrived at the hotel and they could only find the booking for 18 Feb.Spoke with Super support and they referred me to the urgent care team. An agent reached out to me and offered a refund or an alternate booking. I chose for them to book me and my partner into a hotel as the refund would not cover even a fraction of a last minute booking in *************. It was clear to us that they wanted us to accept a refund as they continued to repeat that it may take 2 hours to resolve A few hours later and into the night, well after our check in time, an alternative hotel was suggested by the agent and accepted by us. The communications ceased at that point. I reached out to support twice that night. They put in follow up requests with the urgent care team to reach out to me again as they could not help at their level, they refused to give me a direct number to call the urgent care team. The team or any agent failed to follow up with me despite having my email and two contact numbers. The next morning I requested another follow up through a support agent. Nobody contacted **** believe I have been scammed. No money recovered and no alternative booking. Currently out of pocket for the full amount paid.

  

  Business Response

  Date: 02/22/2024

  Hi *****,
  
  We understand the challenges you faced with your reservation, and we sincerely apologize for any inconvenience caused.
  
  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We appreciate your understanding and want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve this matter and issue a full refund plus additional compensation on February 21, 2024. On top of that, we recognize you as our loyal customer. As a token of appreciation, we're delighted to offer you compensation sent to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a ***********. We hope we were able to clarify this for you.

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for a hotel reservation, however, when I arrived at the **************** did not have my reservation. When I contacted the company, they would not refund me nor did they do anything to fix the situation.

  

  Business Response

  Date: 02/22/2024

  Hi ****,
  
  We understand the challenges you faced with your reservation, and we sincerely apologize for any inconvenience caused. Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We appreciate your understanding and want to acknowledge that, it's important to note that, as a third-party booking site, unforeseen incidents in the travel industry can sometimes be beyond our control. Despite these challenges, our dedicated Support team worked hard to address and resolve the issue as they confirmed the reservation at the property and mentioned you already utilized the reservation.
  
  We hope this information clears things up for you, and we appreciate your patience and understanding throughout this process.

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21309958
  
  I am rejecting this response because:
  
  Although the issue was ultimately resolved, I still had to wait in the lobby of the hotel in the middle of the night. I was hung up on 3 different times, and find it unacceptable that a ticket had to be entered instead of the issue being handled immediately. I reject your response because the matter was not out of your control. You could have spoken to the hotel manager while I had support on the phone or called the hotel immediately. 

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

  

  Business Response

  Date: 02/27/2024

  Thank you for sharing your recent experience with our Support team, ****.
  
  We recognize that, as a third-party booking platform, there are instances in the travel industry that *** fall outside our direct control. Despite these challenges, our dedicated Support team was able to address and resolve the issue. We were able to confirm with the hotel that the booking is confirmed and showing on their end. The accommodation informed us that they have let you check in while they wait for the booking details to be sent over their end.
  
  We value your feedback and as a token of appreciation, we're delighted to offer you compensation sent to your account. This gesture is aimed at transforming your negative encounter into a positive opportunity for a ***********.
  
  We apologize for any inconvenience you *** have experienced and look forward to the opportunity to serve you again in the future.

• Initial Complaint

  Date:02/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Super.com regarding my son and I both coming down with the flu. I requested if we could modify the date for ***** instead of February since this is for a school visit. I was advised that it may cost me $30 for modification if they are able to do it, which I agreed to. I was then informed via email that it could not be modified, nor do I have the opportunity to cancel This reservation, regardless of me being sick. I had booked this reservation and paid extra for refundable options. For any unforeseeable circumstance, I should be able to cancel, yet I was advised that I could not. Do I just check into the hotel, knowingly, being sick and possibly spreading that to others? I told him that I would be contacting the BBB as well as my bank in regards to their response. Im not asking for the money back. I would just like to schedule it to a different time where were both going to be healthy hopefully to make the visit.

  

  Business Response

  Date: 02/22/2024

  Hi *******,
  
  We hope for you and your son's speedy recovery. Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  Please note that we cannot modify any reservations or change the dates of your booking. Regarding your booking, you have chosen a flexible rate, that means that you are *********** a full refund if you cancel within the grace *******
  
  However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************
  
  We hope this clarifies the reservation policies for you.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21308117
  
  I am rejecting this response because:
  If you pay additional to your booking in the event of events out of your control and the establishment REFUSES to abide by it whats the purpose of the charge,  Who can predict that they will fall ill, or that a family pet ends ** in emergency surgery???? They dont give a ****.  I want an explanation why I was charged the ***** extra for a refundable booking fee.  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/26/2024

  Hi *******,
  
  Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.
  
  If your first-choice dates are unavailable, our system helpfully suggests the nearest available alternatives. To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. In the meantime, as we are committed to resolve this for you, this has been escalated to our Support Team and we will reach out to the hotel on your behalf to try if we can obtain an exception for cancellation. They will follow up with you as soon as possible.

  Customer Answer

  Date: 02/29/2024

  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.
  I communicated this to the hotel and they informed me it was up to super.com.  I would still like to understand the charge if ***** from Super.com to be able to cancel due to UNFORESEEN circumstances.
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 04/10/2024

  I just wanted to follow up regarding this case.  Since the last email of 2/29/24, I have not gotten anything communication from the merchant nor any updates regarding any resolution.
  
  In addition to charging me for the cost of staying at the hotel for those nights even though i paid extra for unforeseen circumstances, they have been trying each month since to take money from my account for a membership fee.   You cannot cancel thru the app, and you never get anyone when you call.  I've had to contact my bank several times to ensure that this company does not touch my account.  I want everyone to know that they are not trustworthy and are scamming people and taking their money.  It's a shame that as a consumer you have to basically except that you have no recourse when a wrong has been committed.  I will write as many reviews as possible and on all platforms available so everyone is quite aware that this can happen and NOTHING is done about it, which is why they keep doing it.
  

  
  

  

  Business Response

  Date: 04/12/2024

  Hi *******,

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

  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.

  To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.

  Regarding your booking, you have chosen a flexible rate, that means that you are *********** a full refund if you cancel within the grace ******* However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.

  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************

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

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

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

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

  Also, you may have accidentally signed up for our optional Super+ membership program during a reservation process. We cannot automatically sign you up.

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

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

  We hope this clarifies the matter for you.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21308117
  
  I am rejecting this response because:

  Per your request, I have attached the email from the Hotel, which places the decision to cancel on you, the third party.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/13/2024

  Hi *******,

  We want to bring to your attention that our Support Team already tried their best several times to secure the request for a complimentary cancellation on your behalf. Unfortunately, despite our efforts, our request was denied, as the hotel has informed us that they have already charged this booking under their No-Show policy, therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited.

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

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

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

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21308117
  
  I am rejecting this response because:

  Unclear as to what the resolution was you requested communication from the hotel and I provided it please clarify your resolution 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 04/20/2024

  Hi BBB,

  We want to bring to your attention that our consumer has booked this reservation with a flexible rate, which means that they are entitled to a full refund if you cancel within the grace ******* For this case, it was until February 13, 2024, at 11:59PM hotel local time. However, they have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************

  Our consumer has reached out to us to modify the dates of the reservation to future dates. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on their initial search criteria.

  Our Support Team also tried their best several times to secure the request for a complimentary cancellation on their behalf since the date change request cannot be done. Unfortunately, despite our efforts, our request was denied, as the hotel has informed us that they have already charged this booking under their No-Show policy, therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited.

  Please note that the pictures attached on the complaint are screenshots of the conversation with our Support Team indicating that the reservation is already non-refundable and non-amendable since Feb 13, 2024, at 11:59PM hotel local time. This does not serve as an approval from the property to cancel the reservation free-of-charge which we need in order for us to move forward and try negotiating the refund request again.

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

  If they have directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved their request. Kindly ensure that the document will include that the hotel approves for a free-of-charge cancelation for the booking. It must also have the name of the guest, hotel name, check in and check out dates, reason for a refund (please indicate if partial or full refund), and name of the hotel representative who approved for a refund with signature.

  Once they have obtained approval, they can initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:02/15/2024

  Type:Product 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.

  I am an ********** citizen travelling to ****** in Dec. I booked **************** in **** paying extra for cancellation and found cheaper hotel where my tour is staying. Despite numerous emails after trying to get a refund, they will not budge. It's Feb and the tour is not until Dec.I dont know who to turn to and wondered if you can help. Like *********, there are Consumer laws in place so I will take this further if I don't get a refund soon.Here are the booking details. I intend to use Trivago for other overseas trips but will be wary of super.com.********************** Confirmation #: B_12997282 Standard Double Room Mon, Dec. 9th - Wed, Dec. 11th View Receipt (*****************************************)Save 10% (*****************************************)

  

  Business Response

  Date: 02/21/2024

  Hi ****,
  
  We appreciate you bringing this to our attention. It seems that there is a misunderstanding regarding the conditions of the reservation you made. It's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.
  
  When booking a flexible rate, you are *********** a full refund if you cancel within the grace ******* On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************
  
  We hope this clarifies the reservation policies for you.

  Customer Answer

  Date: 02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. However as I am 62yo and have not booked a lot of accommodation on line especially in Europe, I still think you could make an exception because it was literally only 20 minutes or so after the booking, that I cancelled.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February *************************** ***** ************** and spoke to an employee named charity. I requested my reservation booked through super.com be cancelled as it was mistakenly booked at the wrong hotel. ******* said the hotel would be cancelled however super has not released the funds back to by card. Instead they insist the booking was non refundable however according to their website if booking was non refundable. we recommend reaching out directly to the hotel to discuss the possibility of shortening your stay. Look for the hotel's contact information on your confirmation page or do a quick online search. The hotel might be able to assist. The hotel worker charity did assist and now it is up to super 7 to refund this transaction as Im being charged for $406.65 for nothing as we never checked into the hotel

  

  Business Response

  Date: 02/21/2024

  Hi ****,
  
  Thank you for bringing this to our attention. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval.
  
  Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.
  
  If you have engaged in any direct communication with the accommodation, through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.
  
  Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. When in need of assistance, please reach out as soon as possible so we can assist. One of our 24/7 live agents will be happy to assist you.
  
  All our contact information is available on the app and site:
  *****************************************************************************************************

• Initial Complaint

  Date:02/14/2024

  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.

  This company is fine until you actually have a problem outside your control. We arrived at the hotel during a rainstorm to check in and was told the hotel is shutdown for the foreseeable future due to a hot water emergency. Front desk said she contacted all the clients plus the 3rd parties we booked from as she cant reach us directly if not booked directly but super.com never reached out to let me know. Its been 2 days and they disappeared after helping me open my case so I plan to file a chargeback and never use them again. Unbelievable. Luckily I was able to book another hotel nearby without having to fight through the rain and flooded roads for too long.

  

  Business Response

  Date: 02/21/2024

  Hi ****,
  
  We are sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.
  
  For context, our hotel rooms are sourced from different partners including Expedia, Booking.com, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals. 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 have confirmed the issue with the hotel closure, and a full refund has been issued. It usually takes 2-5 business days depending on your bank.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 02/21/2024

  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,
  
  **** Shidate

• Initial Complaint

  Date:02/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/13/2024 Transaction number:3K126302FW050360C Seller super.com was used when making a hotel reservation at the red roof Inn in ********* *********** I paid the merchant in full to provide these services and upon arriving at the red roof inn to check in I provided the clerk with the confirmation number and my state issued driver's licence on the Official *********** ID app. The clerk then wouldn't allow me to check in and said he wouldn't accept digital ID even after I explained this was the *********** ID app and certified the validation of the id and explained to him that I'd already paid he said take it up with super com so then I did and I was denied any refund I then requested but they simply give me another local hotel booking so that I would not be on the streets of ******* *********** at night they denied me any resolution to this issue of taking my money for this room that I was supposed to be able to stay in and then not providing me that service I chatted with them online and then I called them on the telephone both times no resolve was found whenever I was on the phone with them I was told they were escalating it to their urgent team and I would receive a call back in 45 minutes no such call ever came. They took my money and didn't provide the service that I was paying them for leaving me to sleep in my truck in a city with one of the highest homicide/violent crime rates in the US

  

  Business Response

  Date: 02/21/2024

  Hi ****,
  
  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  In situations like this, the hotel management is *********** enforce their policies on the property. We cannot intervene, as they have the final say about who they allow to stay at the property. The requirement to present ID was made clear throughout the booking process and is noted on the booking voucher. Hotels across the U.S. have this requirement, regardless of the booking agent or site.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. In the meantime, as we are committed to resolve this for you, this has been escalated to our Support Team and we will reach out to the hotel on your behalf to try if we can obtain an exception for cancellation. They will follow up with you as soon as possible.

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  B ******** is the booking info I Booked a **************** room in *********, ** via Super for $261.22, expecting a $242.63 stay plus upgrades for breakfast and free cancellation. Yet, the email itinerary labeled it nonrefundable, contradicting the cancellation option and stating a required $50 deposit. Arriving with just $50 after spending on necessities, I was baffled when the hotel demanded a $100 deposit. Attempts to resolve this through Super resulted in bot conversations, not human help.By 02/05/24, after selling personal items, I managed to gather $100, only to be informed my reservation was canceled due to not meeting the initial deposit requirement. Despite assurances of free cancellation, my efforts to communicate and secure a refund were thwarted by a lack of cooperation between the hotel and booking agent. Calls and emails to Super went unanswered, and their request for another booking via email felt like a mockery, especially since I've been unable to shower or sleep properly for nearly three weeks due to their misleading deposit information.The hotel insists on a $100 deposit, contrary to Super's website stating $50. Only once was I able to speak with someone who seemed willing to help, yet needed written confirmation of cancellation I couldn't provide. The promised follow-up by a supervisor never materialized. Despite their claim to advocate for me, I've received no support or refund for a service never rendered, leaving me out $261.22 and profoundly inconvenienced. This experience has not only cost me financially but has also affected my day-to-day life and work due to their dishonesty. If necessary, I'm prepared to escalate this issue, including contacting regulatory authorities and utilizing social media to expose their practices. They've not only failed to provide the promised service but have also shown a blatant disregard for customer welfare and transparency.

  

  Business Response

  Date: 02/21/2024

  Hi *****,
  
  We understand that you have made a last-minute booking, however, it might have been your intention to book a flexible rate but is not the rate was chosen for this reservation and it would not be possible as it was a same day booking.
  
  We've noted your feedback regarding the security deposit requirement at the accommodation. It's important to mention that hotels commonly implement a security deposit as a standard procedure. This is merely a temporary hold on your credit card, contingent on a property inspection. The hold is lifted if no incidental purchases (room service, mini bar, Wi-Fi, etc.) or damages are identified.
  
  Security deposits may vary as they are set solely at the hotel's description. The hotel reserves the right to accept to host the guest or not if the amount they demanded for the deposit can only be partially collected at check-in. In any case that you had a different agreement with the property, you may submit us the written confirmation through our Support Team.
  
  We checked our records and see that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We hope we have clarified your doubts and concerns.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21290740
  
  I am rejecting this response because: complete details omitted., and they lie abaout my not purchasing flexible.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/26/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We regret to learn about the challenges you've faced with your reservation. We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  Thank you for your patience and cooperation in resolving this issue.