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:02/08/2024

  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.

  Got chargered and don't even know what SnapMoney is

  

  Business Response

  Date: 06/18/2024

  The customer was unaware they had enrolled in our Super+ membership program. They have used Super Travel in the past. 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.

• Initial Complaint

  Date:02/08/2024

  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.

  Same thing as all the other complaints. They somehow got my information and signed me up for their membership and I have no idea how to even cancel it cause Ive never made an account. Scammers

  

  Business Response

  Date: 02/17/2024

  Hi ********,

  We apologize for any negative impression you may have formed about our service.
  
  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:02/07/2024

  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.

  You guys took money from my card and i want my money back now. or we will go to court

  

  Business Response

  Date: 06/18/2024

  The customer was unaware they had enrolled in our Super+ membership program. They have used Super Travel in the past. 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. 

• Initial Complaint

  Date:02/07/2024

  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 January 19th I booked a stay at the homes2 suites by ****** in ************** **********. Unfortunately due to unforeseen circumstances involving my little brother being killed I am unable to keep the reservation. I immediately inform super that I would not be unable to keep the reservation and I let them know the reasoning behind the cancellation. They then told me that they would work hard to give me a full refund and that all I needed to do was submit a ticket with the information that they needed which was a notification of death. I have submitted the notification of death via the the newspaper article over 4 times and they're continuously stating that it isn't verifiable information. On their website it clearly states that a death notice by newspaper or a newspaper article would suffice. That is exactly what I sent to them and they're still saying that it's not adequate enough. I have been given the run around and promised that the agent would reach out to me and that they have submitted escalation tickets on my behalf to this day I still have not been reached out to by a supervisor nor one of their representatives. All I'm asking for is a refund for the stay that I will no longer be able to take. They continue to say that they're here to help but have done nothing of the sort to help I will also submit proof of every email that I received from them after I had submitted a ticket to show how many times I've submitted said ticket. The last ticket that I submitted was today and that was a pre-obituary notice by the mortuary that only states my brother's name and The day he went missing/died. I have not been reached out to yet to say if that would suffice but I'm pretty sure after the history that I'm having with them it probably won't be.

  

  Business Response

  Date: 02/16/2024

  Hi *******,

  First and foremost, please accept our deepest condolences for the loss of your brother. We can only imagine the pain you and your family must be enduring, and our hearts go out to you during this incredibly difficult time.

  We understand that our Support team did not meet the standards we strive for, and for that, we are truly sorry. Please know that we have taken your feedback seriously and are using it as a learning opportunity for our team to ensure we handle such sensitive situations with the care and attention they deserve.
  We have now issued a full refund to your original payment method. The refund process has been initiated, and while it typically takes 3-5 business days to process, the exact timing is dependent upon your bank. We recommend reaching out to them directly for more precise information on when the funds will be available.
  As a gesture of our commitment to you as a valued Super+ member, and to express our regret for your recent experience, we are providing you with a 50 USD credit. This credit is uncapped and may be used towards any future stay.

  Your trust is important to us, and we hope to have the chance to regain it in the future.Once again, we offer our deepest sympathies to your family for the loss you have suffered.

• Initial Complaint

  Date:02/07/2024

  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.

  I had a work trip canceled because of a power outage. Then had an emergency and needed to travel to another plant. They refused to refund me so I could do so. On top of that after I paid for my booking I was supposed to be signed up for the savings program but was told I couldn't be signed up.

  

  Business Response

  Date: 02/16/2024

  Hi ****,

  Thank you for reaching out about your reservation B_12968335.
  Please note that you had booked a non-refundable stay. For us to override the policy of your stay, we require written authorization from the property. Our Support team received the necessary documentation on 02/13/2024, and a refund was issued. It usually takes 3-5 business days for the processing to be completed. As processing times are exclusively dependent on your bank, we recommend reaching out to them directly for an exact timeframe.

  
  Regarding your other request, please note that as a third-party booking platform, we are not compatible with the hotels' direct loyalty programs.

  
  We hope this clarifies your concerns.
  

   

  Customer Answer

  Date: 02/16/2024

  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:02/07/2024

  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 booked an all-inclusive resort in ****** on Super.com. It clearly said All-inclusive in the title of the resort. When I received confirmation, it said "room only". I would have never reserved the room if I didn't think it was all inclusive because there is literally nothing around the hotel and the restaurants are very expensive. I chatted with Super.com and the agent told me that, yes it say all inclusive, but the reservation is room only. I told him that it did not say that anywhere in the booking form or initial confirmation. He said there was nothing her could do and that it was non-refundable. I have all of the documents that say "all-inclusive" and nowhere does it say non-refundable. I made the reservation less than 10 hours ago and I am only asking for a refund based on false advertising.

  

  Business Response

  Date: 02/16/2024

  Hi ********, 

  Just for some context, multiple accommodations are resorts that exclusively offer all-inclusive meal plans. However, other all-inclusive properties may also provide alternative meal board options such as room-only or half board, allowing guests to choose the option that best suits their travel plans. This practice is standard across the industry, not exclusive to Super Travel.
  For example, the ***************** Riviera, on their own website, this property offers different types of rates, including room only, breakfast included, full board and all-inclusive. Please refer to the attachments
  On our site, we only list options for room only or with breakfast included.
  Please keep in mind that while a hotel might choose to include 'All-Inclusive' in the title, guests must still select the type of meal plan they prefer for their stay.
  We would like to draw your attention to the fact that an all-inclusive stay at this property during these dates is at least four times more expensive compared to most booking sites, including the hotel's own rates.
  The property has also confirmed your room as Signature Casita with 2 Queen-size beds which is an upgraded room not the standard.

  In this case, if you choose a Non-refundable rate, it is crucial to note that our ability to override the decision is limited. If you have communicated directly with the accommodation via written correspondence, please gather all relevant details, including the staff member's name and position who approved your request.

  Once you have 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 trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21258159
  
  I am rejecting this response because:

  Hello,

  I contacted the hotel and spoke with the manager, ******.  She told me that not only is the reservation not all-inclusive, but the room that super.com reserved is a standard room - NOT the suite I reserved on my reservation.  I asked her to cancel it and she told me that she is not able to cancel it because super.com has not paid them for the reservation and she can not send me a refund because they do not have any money from me.  She said she would be happy to cancel it if super.com contacted her personally.

  We only travel with a suite because our daughter has special needs and can not sleep in the same room as us. 

  I have contacted super.com multiple times with this information and they have not resolved this issue.  They sent me a message which stated "be patient".  My reservation is less than 30 days away and I have to secure a refund so that I am able to book another hotel.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 02/26/2024

  Hi ********,
  
  Thank you for bringing this to our attention. Just for some context, multiple accommodations are resorts that offer exclusively all-inclusive meal plans, however, other all-inclusive properties may also offer other options for the meal board such as room-only or half-board, so guests can choose the one that suits their travel plans the most. This is standard across the industry, not just Super Travel.
  
  Please keep in mind that a hotel might choose to have the included in the title All-Inclusive, nonetheless, they must select the type of meal plan they will have during their stay. 
  
  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

   
  Complaint: 21258159
  
  I am rejecting this response because:

  Everything on your site and reservation documents states all-inclusive with no caveats and we clearly have documentation we booked a suite - not a a double casita room - that room was listed as an option at a much lower price - more that $200 a night less - on the same screen (please see photos I have attached).

  This is clearly fraud.  I am simply asking for a refund, which the hotel said is easily arranged.  I am not yet seeking damages, which I am considering because of the time and distress calling your business almost daily, submitting forms and calling the booked hotel.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:02/06/2024

  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.

  This company trying to make charges on my account when I don't even know what this company is and how they my info. If it don't stop I will file unauthorized charges on this company

  

  Business Response

  Date: 06/18/2024

  The customer was unaware they had enrolled in our Super + membership program. They have used Super Travel in the past. 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. 

• Initial Complaint

  Date:02/06/2024

  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.

  Hi!My book confirmation number is B_12803402 with ********************************* stay from Tuesday Jan 23-Wednesday Jan 24th. The Director of Hotel operations (***************************) has approved an full refund for me on January 30th, 2024 at 5:30PM. Please see the attached email confirmation from here. She stated in the email you can contact her directly ************ to confirm this. I have attached the screenshot for this email as well with the her signature and hotel information at the bottom for validation. Please have my full refund for this stay processed instantly!

  

  Business Response

  Date: 02/16/2024

  Hi *****,

  Thank you for reaching out with your request. We appreciate you providing the details of your interaction with the Director of Hotel Operations. However, we must remind you that this channel is not the appropriate medium to process a refund, as we have no record of this request being reported to our Support team.

  For any assistance, we urge you to contact us at the earliest convenience so we can offer prompt support. Our 24/7 live agents are ready to help through the following channels:
  - For SMS or WhatsApp, please select the 'Chat with us' option within the Help and Support section of your profile on our app or website.
  - To call us, dial *****************.
  - For email assistance, write to us at ************************.

  We have already escalated your case to our Amendments team for validation of the agreement mentioned. They will follow up with you shortly to proceed with the necessary actions.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21253526
  
  I am rejecting this response because:
  I have contacted support via the website and chat. They were not helpful at all. I have provided an email confirmation for proof from the director of operations. Please issue my full refund. Also, I do not want to be deducted $30 from my refund. This is ridiculous! 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/26/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We're sorry to hear that the accommodation did not meet your expectations due to the room at the hotel mostly get heat and not be able to turn on the cool air.
  
  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.
  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 19, 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.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21253526
  
  I am rejecting this response because: 

  I have received my refund from the hotel. However, I have just noticed on my account that I have credits $30 each totaling $120 starting on Oct 7th, 2023, January 25, 26th, & 28th my account that have expired. Can you please add these back to my account? I did not know they expire and did not even know they were on my account. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2024

  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 booked a room through the 3rd party (super.com) and paid for the extra service offered for refunds if something went wrong. Unfortunately my father had emergency surgery the day before which I provided them with documentation of that I felt was necessary as well as being comfortable sharing. They are asking for more very personal documentation to prove that he has surgery as well as asking about his condition before the surgery. I dont understand how this would not be violating the ***** guidelines as to what I feel is necessary for them to have. But they are bullying me into more very personal information just to receive a refund on which I paid an additional amount for my reservation to be refunded. I spoke with the hotel directly and they said they would just charge me for one night of the reservation through them and cancel my reservation through the 3rd party (super.com) so I could receive my refund. The hotel stated they just needed super.com to call them directly to confirm the cancellation and that I paid for the one night of lodging that I couldnt make through them and the rest of the night would be null and void. However super.com is refusing to refund me of any amount of the reservation, that I did NOT use. They are trying to keep over $1,000 for a service that was never provided by them.

  

  Business Response

  Date: 02/16/2024

  Hi ********,

  We regret to learn about the challenges you've faced with your reservation and wish your father a speedy recovery. 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.

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21253071
  
  I am rejecting this response because: the issue is not settled. 
  
  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. 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 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.

• Initial Complaint

  Date:02/05/2024

  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.

  Confirmation from super-8- B_12963172 Tree knocked over from crazy storm, elec out, so I booked this room (through super.com). When I show up to hotel the guy tells me the internets out and he cant check me in, and that I need to get a refund from who I bought the reservation. I hit up super.com, they send me to the refund inquisition, basically want you to put in a full days work and then will also charge $30, which is close to half of the booking.

  

  Business Response

  Date: 02/15/2024

  Hi ********,

  We apologize for the inconvenience you experienced during your recent booking. Your concerns are important to us, and we have escalated the matter to the appropriate team. They are actively engaged with the accommodation and travel partner to address the issues you've encountered and we are committed to resolving it promptly. Our team will follow up with you as soon as possible to provide updates and ensure a satisfactory resolution.
  Thank you for your patience and understanding as we work to make things right.