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:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your booking at ******************* in ****** is confirmed Primary Guest Name:******************* Check-In Sun Jan 28, 2024 Check-Out Mon Jan 29, ******************************************************* due to false representation by Super.com Please see my review I left on their page for more info.I also suspect the majority of their BBB reviews to be fraudulent to counter the grotesque amount of negative reviews they have.Thanks Confirmation Number: B_12853287

  

  Business Response

  Date: 02/21/2024

  Thank you for bringing this to our attention, *******. Please understand that, as a third-party booking service, we're not responsible for hotel standards, amenities, or staff other guests' behavior. However, we recognize their importance. For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  We do want to bring to your attention that we do not have the ability to fabricate reviews, and we are glad that guests who had had great experiences with us are also compelled to leave their reviews. Everyone has the right to leave a review, as this is not exclusive to negative experiences.
  
  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.

• Initial Complaint

  Date:02/13/2024

  Type:Customer Service 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 booked a room through super travel on January 13th, ****. Before I came to the hotel I found out I had a death in the family. I called customer service they told me I had to upload on the website an obituary or death certificate. I was not able to get it at the moment because it just happened. A few days later I upload a photo because us being Muslim we dont use obituaries. So I upload something close to it. Someone emailed me saying it have to be a certain **************** say anything about an obituary so theyre telling me all types of different things. I called customer service to request a supervisor so I got ***** he talked the entire time on the phone did not let me say one thing saying he will make an exception for a refund. I just have to get the hotel to send me an ************** it to their website. Theyre doing this because they know its hard to get the hotel to do this & it has to be only the manager to do so which hes not always there. Even the hotels are tired of this company because theyre making it difficult for everyone. We do as told & super still gives me a hard time. I tried to explain & hes ignoring my question & keep talking over me saying anything else. I tried to see if this can get escalated or speak to someone over him he hangs the phone up on me. He needs to be reported as a supervisor treating customers like that its ridiculous. I was told I can get it refunded without the proof of obituary by him. I would like it refunded since I did not stay.

  

  Business Response

  Date: 02/21/2024

  Hi *****,
  
  We are sorry for your loss, and we do understand this is a difficult time. Thank you for sharing your recent experience with our Support team regarding your booking B_12707236.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation.
  
  We value your feedback, and as a demonstration of our commitment to continuous improvement, we recognize you as a loyal customer and we're sorry that this has not been a smooth resolution. As a token of our commitment, we are offering you a full refund of the reservation. It usually takes 3-5 business days for it to go back to your account.
  
  Once again, we are sending our condolences to you and your family.

  Customer Answer

  Date: 02/22/2024

  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,
  
  *********************

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have booked with Super.com and had uploaded the app in which I use daily. Each time it says I earned a $30.00 credit, but after several attempts to call and email, I have never received a response. I currently have about $350.00 credit, but each time I try to apply it, it states that I have $0.00 credits. I have been trying to get this resolved for almost ninety days of bookings and some of them expired as I didn't know how to use them. I paid about $81.00 per night for 90 days with no assistance from customer service.

  

  Business Response

  Date: 02/21/2024

  Hi ****,
  
  Thank you for reaching out to us! We checked our record and see that you were able to apply your promotional credits to the reservations that you have made with us. We want to bring to your attention that promotional credits can be used towards up to certain % of the cost of your reservation, unless they are from a cancellation. In that case, you can use the full amount of your balance.
  
  Please refer to our Help Desk articles for more information on promotional credits, including eligibility requirements and expiration dates.
  ******************************************************************************************************************;
  ********************************************************************************************************************
  
  We also want to bring to your attention, that you had not reached out to the Support. 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.
  - SMS or Whatsapp: select the 'Chat with us' option within the Help and Support section of your Profile. Our.
  - Call +1 ************)
  - Email: ************************
  
  We hope this clarifies things for you. We look forward to helping you book your next trip!

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21288055
  
  I am rejecting this response because:  Super.com does not include an email.  The only email that I used was from "Super.com ***********************.  See attached.

  Also, I did call customer service as much research for that number and they told me to check the website to handle this.

  As you will also notice, many of my credits were expired as I was never told how to obtain them.  I tried email, telephone and website and spent several hours trying to figure this out.

  Upon checking on my ************ Statement, I noticed a charge of $14.99 in process from Super Super +.  I haven't used them since last week so why am I getting charged.  

  I spent a lot of money for booking three months through them and I believe I should have the $14.99 reversed from my account and reimbursed for all the credits I earned.  

  As they first mentioned when I started going through Super was to upload their App which would allow me to book and receive credits which I did.  But, each time I booked a room, it showed me the section to apply credits, but when I tried, it read that there was no balance on that account and that I could not use any of my credits that they showed I had.

  I would greatly appreciate reimbursement in check from of all of my credits that I had earned but never could use or I will have to file a Small Claims suit against Super.com 

  Thank you.

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

  

  Business Response

  Date: 02/26/2024

  Hi ****,
  
  Thank you for bringing this to our attention. For promotional credits can be used towards up to certain % of the cost of your reservation, unless they are from a cancellation. In that case, you can use the full amount of your balance.  
  
  Please refer to our Help Desk articles for more information on promotional credits, including eligibility requirements and expiration dates.
  
  How do I use SuperTravel credits? : Super.com
  How do I use SuperTravel credits? : Super.com (freshdesk.com)
  
  [We also want to bring to your attention, that you had not reached out to the Support]
  
  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:
  *****************************************************************************************************
  
  

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21288055
  
  I am rejecting this response because:

  I did finally obtain the customer service number for ******************** (with difficulty) and when I called the girl could not give me any information and just told me to go to the website for answers to my questions.  

  How come your website does not include telephone numbers to call nor email addresses ?  

  And, I was first instructed to upload the app, which I did and you did not have any problem with the reservation money, but to try to reach out to you, it was impossible.

  So, if you are not going to reimburse me for those credits, then I will have to proceed with a small claims action.

   

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

• Initial Complaint

  Date:02/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday February 9th I booked a hotel room (Hilton Garden) through Super.com. For whatever reason, my browser or the website refreshed and 2 transactions were processed - B_13030494 and B_13030509 for $350.32 and $350.61. Although slightly different in terms of the pennies, it's a clear duplicate charge. The hotel cancelled the duplicate transaction in their records. I reached you to ********************** (agent's name was *****************) and they kept referencing their no refund policy. While I understand why the policy is there, context needs to be taken into account. Finally after having things escalated a supervisor (her name was ****) I was told I need to have the hotel send a letter stating that they cancelled the transaction. The Hilton said they don't do that but the email clearly states the transaction has been cancelled and that ********************** can reach out to the hotel manager through phone to confirm. After multiple emails to Mari/the ********************** help desk, I've received no response. I will be teaching out to my credit card company to dispute the order but this whole thing could have been avoided and the lack of communication is concerning. I unfortunately can't upload the screenshots of the conversation because I keep getting an error.

  

  Business Response

  Date: 02/22/2024

  Hi Alen,

  We appreciate your patience and understanding in the matter you've brought to our attention. We acknowledge that your recent experience with our Support team may not have met your expectations, and for that, we sincerely apologize.
  Our Corporate team is actively reviewing your case with the commitment to resolve it swiftly. Your feedback is invaluable, and we are dedicated to ensuring a positive resolution to address any inconvenience you may have encountered.
  Thank you for your patience as we work diligently to address and rectify this situation.

• Initial Complaint

  Date:02/12/2024

  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 reserved a room for two nights at Mission ***************** through Super.com. When I arrived at the hotel, they canceled my reservation and told me to contact Super.com for a refund. Super.com said they would only issue a refund if Mission ***************** approved it. Mission ***************** refused to approve it and said Super.com collected the money and they are the only ones who could approve the refund. Mission ***************** was cheating me out of my 2 night payment and Super.com had the choice of refunding me the money they took, or sending it to Mission ***************** and making a commission. Super.com chose to pay Mission *****************, take the commission, and advised that its hands were tied with regard to the refund even though they were the only one that could issue the refund. I received a written response from Super.com advising that it was my obligation to check in within the parameters of my stay - between 3pm on February 7, 2024 and 11 am February 8, 2024. I did exactly that, but they still refused to issue the refund.

  

  Business Response

  Date: 02/21/2024

  Hi ****,

  We are sorry to hear about your experience. We understand that you were disappointed with your booking. 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.
  
  In this instance nonetheless, we remind you that hotels have their own policies regarding check-in times, and all of them are *********** **** the reservation as a No show if you did not present yourself at the designated time. In the case, you arrived the following day at 8 am and the accommodation refuses to authorize a refund, We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services. We want to clarify that the check-in permitted hours are not until the check-out day. The check-in muts be done on the day of arrival from 3PM if you plan to arrive later than they you must notify the hotel immediately to avoid them ****ing you as a Now Show. The check-out permitted time is until 11 am on the last day of the stay. This is standard in the travel industry.
  
  Hope we were able to clarify.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21279425
  
  I am rejecting this response because:

  1.  There is n designated check-in time either on the hotel website or the third party booking website.  The clerk advised me that the companys computer automatically cancels everyones reservation at 2:30 am if they did not check in.  
  

  2.   I did not arrive at 8:00 am the day following my reservation. I arrived at 3:30 am because I was coming from *********** and flood conditions precluded travel until 2:00 am.  I provided the notice of the advisory with my initial complaint.  
  

  3.  This was a two day reservation.   Its bad enough that you refused to check me in or refund me for the first day, but there is absolutely no excuse for the failure to check me in or refund me for the second day. 
  

  4.  Most hotels have 3:00 pm as check in time.  None of them, and Mission ********************* and you the third party agent, have posted any requirement that arrival after the first moment of checkin time requires a call that I will be arriving after 3:00 pm.  That is a ridiculous assertion on your part and it is not required or expected at any hotel. 
  

  You all are going through a great deal of trouble to make up rules that do not exist to avoid refunding my $135.00.  Its not as though the check in policy is up for discussion or disagreement.  It is not published on either of your websites.  The hotel even told me they would email me a screenshot of the non-existent requirement, but they never did because there isnt one   If youre so certain that there is, then why do you keep representing the policy as something different every time it is mentioned?  Why not print it out, read directly from it, and send it to the BBB with your response.  You cannot do so unless you artificially generate one.   
  

  The entire basis of refusing my refund is a lie about a published policy.   This is fraud and there is no excuse for you to perpetuate it.

  
  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. 
  
  In situations like this, the hotel management is *********** enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property. If you have any questions about their policies, we recommend discussing directly with hotel management. 
  
  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:02/11/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a king, the email sent to me said "Room Assigned on Arrival" and the hotel said that super.com send over a queen ********************* i am currently at this hotel and booked another week to stay in the SAME room. please fix this ASAP and send to the hotel a king!

  

  Business Response

  Date: 02/21/2024

  Hey ****,

  Thank you for reaching out to us regarding your reservation.
  Upon reviewing your original reservation, we confirmed that it was indeed booked for a King **** However, for your subsequent reservation, you opted for the "Room Assigned on Arrival" option. It's important to note that with this option, the bed configuration is not guaranteed to be the same as your original booking and is subject to hotel availability.
  While we understand your preference to remain in the same room, we must remind you that special requests for specific rooms or bed configurations are not guaranteed.
  We appreciate your understanding in this matter and are happy to assist you further if you have any other concerns.

• Initial Complaint

  Date:02/10/2024

  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.

  I canceled my subscription months ago and somehow they started charging my account in jan,..and Dec and february.without my consent at all

  

  Business Response

  Date: 02/19/2024

  Hi *****,

  To assist you more efficiently, please email us your details at ******************* with your the information associated with your cancelled membership and provided the necessary documentation to support your claim regarding the charges.A representative will reach out to you as soon as possible. Thank you for understanding, and we look forward to resolving this matter for you.

• Initial Complaint

  Date:02/10/2024

  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.

  Upon reviewing my account, I noticed that Super.com charged my credit card $15 two days ago. However, I am not familiar with this company at all; I have never registered services with them and making purchases from them I have tried reaching out to them through their provided phone number and online chat support, but unfortunately, I haven't received any response. It's frustrating because their website claims to off 24/7 customer support, yet I can not get in touch with anyone. I'm hoping you can assist me resolving this matter. It's essential for me to get this unauthorized charge refunded and ensure that super. com doesn't continue to charge me.

  

  Business Response

  Date: 02/19/2024

  Hi ****,

  It's possible that you inadvertently signed up for the Super+ membership. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ****************************************************************************************************************
  
  
  We're here to assist you in the best way possible.

• Initial Complaint

  Date:02/09/2024

  Type:Sales and Advertising 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.

  A hotel mapping error on ************ end caused them to book me at the incorrect hotel. I booked at Ivory Lodge but the hotel had their records as River Lodge which is a different lodge. *** reached out to SuperTravel every day via calls and they havent resolved the issue. This is located in a remote location so I cannot just show up and easily find a new accommodation so Ive asked for a refund since this hasnt been resolved but SuperTravel still hasnt responded with a resolution.

  

  Business Response

  Date: 02/19/2024

  Hi *****,

  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 the issue, and a full refund had been issued on 02/15/2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.

  We apologize for any inconvenience you may have experienced and look forward to the opportunity to serve you again in the future.

  Customer Answer

  Date: 02/19/2024

  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,
  
  ***********************

• Initial Complaint

  Date:02/09/2024

  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 got snap money *** Thru my lift ride it gave me a discount where I could get points so I signed up for it an then it started charging my card ********************************************************************************************************************

  

  Business Response

  Date: 06/18/2024

  The customer was unaware they had enrolled on our Super+ membership program. Our process requires explicit consent from our users and they have full control, and canceling their membership is straightforward. They can do it online or via phone depending on the state. Their membership was cancelled.