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:10/23/2023

  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.

  My wife and I filed a booking through SuperTravel (B_9532670) for our anniversary to spend a few nights at Days Inn and Suites by ******* in *********, ** from May 20-May 24. When we arrived at the hotel at 11:45 p.m. on May 20, we were told that SuperTravel had overbooked the hotel and no rooms were available to use. The hotel found a room for us to spend the night in, but the rooms was missing light bulbs and towels, the electric wires were draped from the ceiling and their were hairs in the sheets. The hotel told us they would issue a full refund due to the circumstances and we left the next day. For the last 5 months, my husband and I have been battling for SuperTravel to issue our refund. At first, they claimed not to have the money and blamed the hotel. The hotel manager was able to show me that SuperTravel has had the money and refuses to refund it to us. They claim to be missing paperwork from the hotel, but the hotel manager insists that he sent them the requested paperwork several times and this is just crooked business. He requested that SuperTravel call him if they thought he needed to submit more paperwork, but the SuperTravel customer service claims they cannot call out.One representative told me that I could send in the paperwork and it would work, but I got an email back saying they would not accept it.

  

  Business Response

  Date: 11/02/2023

  Hi *****,

   

  Thank you for reaching out to us about your reservation B_9532670  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 will be reviewing your case and is committed to resolving it as swiftly as possible.

  For that we do require you provide the email addressed you used to submit the hotel documentation to our Support team, as we cannot locate it under the address included in this complaint.

  
  We greatly appreciate your cooperation while our team works diligently to resolve this matter.

• Initial Complaint

  Date:10/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are a scam company I cancelled my subscription and they are still trying to charge me. Also Everytime I call their support team there are like **** people in the queue which is fake or bots taking up queue times. This business is a scam...

  

  Business Response

  Date: 11/01/2023

  Hi ******,

   

  Thank you for reaching out to us.

   

  Please note that is noted that your membership was cancelled. Can you please provide supporting documents to show recent charges?

   

  This information will help us investigate and resolve the issue more effectively.

• Initial Complaint

  Date:10/23/2023

  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.

  On October 1st, 2023 we made a hotel booking through Super.com. On October 21st we show up to the hotel only to be told they had our name but that the reservation and payment that had been made through super.com would not be honored and that we would need to work with Super.com to get refunded. Spent over 20min trying to get through and finally sent text chat. Was told our issue would be escalated. After being treated like 2nd class citizens at the hotel and told we would have to pay again we went to another hotel (after all the reservation wasnt being honored). 24 hours later the super.com finally contacted us and wants a signed letter from the hotel. I cant get this so they then asked for sn in ice from the hotel we didnt stay out because they wouldnt honor our reservation. Ultimately super.com is stealing our money and making ridiculous requests as a way to delay giving us our money.

  

  Business Response

  Date: 10/31/2023

  Hi ****, 

  Thank you for reaching out to us about your reservation B_11422026 at the ********************.

  We are truly 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.
  

  Our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals. 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.
  
  This matter has been escalated to our Support team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible.
  
  
  

• Initial Complaint

  Date:10/22/2023

  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.

  Booked with Super.com and paid ****** for a room with Hampton Inn in **. Got a confirmation number and went to the hotel and they couldnt find my reservation. Super.com took the money out of my account immediately. Called the number and spoke with an agent who just said they would elevate this to their urgent team and I would get a call back. No one called back. I waited over an hour to speak to the agent too. Had to pay ***** for another room. This site is fraud. Took my money and did not have the reservation. Also, directly at the hotel, the room was only ******. So this site frauded on how much the room was too.

  

  Business Response

  Date: 10/30/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_11707218 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.

• Initial Complaint

  Date:10/21/2023

  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.

  We booked a hotel reservation through super.com and super.com charged our credit card for the full price of the stay upon booking. On the day of our reservation, we went to check in and the front desk at the hotel told us that they do not have any reservation in their system for us. We showed them our booking confirmation email we received from super.com and the hotel said that super.com has to put the reservation through to the hotel but the hotel has not received anything from them. We called super.com and waited 30 minutes to speak to someone. The person that answered told us that they will have to look into the issue and call us back in 20 minutes. After 30 minutes we still hadnt heard from super.com so we called them again. After another 30 minutes on hold, the person we spoke to said they will have to look into the issue and call us back in 20 minutes. We asked to speak to a supervisor and they refused. We told them that check in was an hour ago and were still sitting here waiting for them to give us answers on what is happening. They just kept repeating that someone would call us back. After 4 hours waiting in the lobby super.com still couldnt give us any answers about our booking and refused to refund us. This company is a complete scam. To charge our credit card for a booking and then to not send the booking to the hotel and then to keep asking us to wait for someone to call us back, after we waited in the lobby for 4 hours past check in, how much longer do they want us to wait? Until 10pm? 1am? 4am? Its a complete joke and a complete scam. This company should be prohibited from conducting any further business and from scamming any other customers.

  

  Business Response

  Date: 10/30/2023

  Hi ******,
  Thank you for reaching out to us about your reservation B_11691785  at the *********************************.
  We are sincerely sorry to hear that you had trouble with your reservation. 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 case nonetheless, is noted that our Support team was able to confirm the reservation with the hotel and had informed you accordingly.

  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.

• Initial Complaint

  Date:10/21/2023

  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.

  I had booked a hotel room through super.com and had every intention of staying when my husband and I contracted Covid. We took a at home covid test which was positive. We didn't feel that bad we decided not to go to the doctor. I called *********** and was going to cancel my reservation and they stated that I would need to contact ********************. When I finally got ahold of customer service I was told I needed a doctor's ****** stating that we had covid. I didn't want to get out and get anyone else sick and that is why we chose not to go to our doctor. ******************** decided to keep the money even though *********** would cancel reservation without charge. The cancelation note from ******************** says it is ***************'s policy. But *************** said they would cancel without charge but I would have to cancel through ********************. When I asked to speak to a supervisor she stated that she did not have access to transfer me to a supervisor. That is ridiculous. Do you feel I should get the rest of citizens sick with Covid for a doctor's *******

  

  Business Response

  Date: 10/30/2023

  Hi *****,

  We are truly sorry that you had trouble with the cancellation of your stay B_10628668 at the ***************.
  
  Please note that your reservation was no longer refundable, which limits our ability to modify or cancel it without the hotel's approval. In order to cancel due to medical reasons, you must provide valid documentation to support that as a home quick would is not considered valid.

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  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.
  Once you have received written confirmation from the accommodation, please contact our Support team and we will be happy to process your refund or modification.
  
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:10/20/2023

  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.

  Booked a hotel with third party site super. The hotel issues a refund to me because the dates the site booked was already paid for. I contacted them and let them know hotel would and has issued a refund for the alleged dates and the company didnt accept the refund and is trying to keep my money and will not issue a refund

  

  Business Response

  Date: 10/30/2023

  Hi ****,

   

  Thank you for reaching out to us.

   

  To address your specific situation, we kindly ask for :

  - the reservation ID and the email address you used for the booking.

  - The name an position of the hotel staff who as informed you of a refund.

   

  This information will help us investigate and resolve the issue more effectively.
  We value your cooperation and appreciate your understanding as we work to improve.

• Initial Complaint

  Date:10/20/2023

  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.

  This business of Super Travel is fraudulent. It showed my booking had free cancellation and was a certain price. Then after I booked the hotel it change to add hotel fees and non-refundable. The hotel was also misrepresented by the photos displayed. I tried to cancel my booking due to all of the misrepresentation and the conditions of the hotel. I was then told that Super.com would not cancel the booking and I would not be able to get my money back.

  

  Business Response

  Date: 10/29/2023

  Hi *****,

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

• Initial Complaint

  Date:10/19/2023

  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 tried to cancel my booking B_9202776 (Tuesday, May 23, 2023 to Thursday, May 25, 2023) two days prior to the stay. I had to endure hours long queue time and talk to 3 or 4 different people before finally getting email response from a nice manager ******* who said they'll refund me if I can cancel with the hotel. I called the hotel and was able to talk to someone right away, and they were super helpful and cancelled my booking without issue (cancellation number is *********) on May 21st (2 days prior to stay).Now Super.com refused to refund my $171.97. They claimed that my credit card company is holding the money, which isn't true.

  

  Business Response

  Date: 10/29/2023

  Hi Boy,

  
  Thank you for reaching out to us about your reservation B_9202776  at the .*********************** San Diego East.

  
  We are sincerely sorry to hear that you had trouble with the cancellation of 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.

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel stay with Super.com. The amount was paid in full. When I arrived at the hotel, I was told that the form of payment submitted by Super was declined, so the hotel was unable to charge Super for my stay. The hotel had to charge me again directly. The hotel contacted Super and Super failed to provide them with an adequate form of payment. I ended up being charged TWICE for the same stay. First by Super for $338 and again by the hotel for $333 This issue is still unresolved. .Dates of stay: October 8 - 11, 2023 Hotel: Staybridge (**********/ ************)Super Booking Confirmation: B_11510878

  

  Business Response

  Date: 10/29/2023

  Hi ****,
  
  
  Thank you for reaching out to us about your reservation .B_11510878 at the ************************************************************.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  We're genuinely sorry for the trouble you faced the charge by the hotel of your prepaid reservation.
  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.
  
  It is noted that our Support team was able to resolve this issue.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.