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:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a "2 room king suite w/whirlpool" for Holiday Inn Express in *******, ** for a single night stay 4/21/2023-4/22/2023. I booked thru Super Travel's app on 4/16/2023 and received an email confirmation B_9127247, confirming the same. I arrived at the hotel and they showed I was booked for a "King ********* a single room no whirlpool. I showed them my Super Travel confirmation and they stated that is not what was booked on my behalf and they did not have the room type I had paid for available. It took about an hour to finally check in to a lesser room, drop our luggage and race to the movie. This caused ** to miss the first half of the movie at the drive-in theater which was the whole purpose of our single night stay to take our 6 year old daughter to the drive-in. I tried to phone Super Travel to try to resolve the issue. I called twice, waiting on hold for about 30 minutes each time. Both times I was the 5th in line and when I was next in line, the call mysteriously disconnected. I tried Super's chat, which was an absolute nightmare, I can only assume its an AI bot with the canned responses I received. The 1st person/bot told me they had escalated the issue to their urgent care team and that I would receive an email response within ***** minutes. After not receiving an email I chatted with several more people/bots only to get more run around, this continued for a couple of hours. I finally went to bed around 11PM without receiving an email. When I checked in the morning, I saw they sent an email at 2:30 AM asking me to get a letter from the front desk. The front desk printed 'traces' which showed the room was booked thru getaroom.com and they had booked a 'King ******** instead of the suite I paid for. This is bait and switch. I expect a full refund. Super has been unresponsive even after emailing them the letter they asked for. The room we ended up in was also unacceptable, but it was already 11PM, there was nothing we could do, my 6 yr old needed sleep.

  

  Business Response

  Date: 04/28/2023

  Hi ************;,
  
  Thank you for reaching out to ** about your reservation B_9127247  at the Holiday ***************** & Suites ************** Center, An IHG Hotel.
  
  We are sincerely sorry to hear that you had trouble with your reservation. 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 strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Thank you for your patience.
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19986398
  
  I am rejecting this response because: Their response does not resolve the complaint or issue. I did however receive an email from someone on their "Amendment Team" this afternoon that advised:

  "This is *** from SuperTravel *********** Team. I am reaching out in regard to your booking B_9127247 at Holiday ***************** & ***************************** An IHG Hotel.
  My sincere apology for the inconvenience as the hotel provided a different room when you checked in. No worries, since I do understand your situation here, rest assured that I will do my very best to assist you. Please be advised that we received your hotel confirmation! I will now work with our partner, and negotiate your refund within 72 hours. Once confirmed, you can expect to see the full amount back on your card in the next 5-7 business days. Thank you!"

  I do not want to close this case until a refund is actually received.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/09/2023

  We appreciate your patience while the team works on your request.

   

  Thank you.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19986398
  
  I am rejecting this response because: Still not resolved, no refund has been received yet
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/05/2023

  Our Support team continues to work on this matter.

   

  We appreciate your patience in the meantime.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19986398
  
  I am rejecting this response because: *** with Super's amendment team sent me an email on 4/28/2023 stating they would negotiate the refund within 72 hrs and I could expect to see the full amount refunded back to my card within 5-7 days after that. It has been over a month. Further the error was on Super's part (bait & switch), not the hotels, so I'm not sure what they need to negotiate with the hotel. I bought and paid Super for a 2 room suite and once at the hotel, the hotel provided me evidence that my room was booked thru getaroom.com, whatever that is and a regular single room was booked. It seems Super's business model is to sell rooms and then book the rooms with the hotel using various 3rd party on-line booking sites, they don't book the rooms directly. I spoke with a customer service rep at Super last week (waited a day and a half just for that callback thru their automated system) that assured me I would receive a callback from the urgent care team or supervisor the same day. Surprise, surprise, no call back, its been nearly a week. Issue the refund you agreed to over a month ago, it's really not that hard. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an issue with a stay at the ******************** hotel after which I was seeking a refund of $630.23. I went back and forth multiple times with the hotel itself (I spoke to two managers: ***** and *****) only to eventually come to understand that since I booked it through Reservation Stays, it is them who need to issue the refund. I contacted Reservation Stays who first argued that it is the hotel who needs to provide me with a refund, not them. Later, Reservation Stays agreed to provide me with a refund but said the hotel needed to authorize it in writing. The hotel managers kept responding to me that they called and spoke to Reservation Stays on the phone and were told it was sufficient and I would receive a refund. They didn't understand why that wasn't enough. After hours and hours of emails and phone calls, I have yet to receive a dime. It was a huge waste of time with both entities pointing the finger at each other. Here's a recount of the hotel issue:I checked into the ******************** hotel late in the evening on 3/3 for a 2-night stay. I was assigned room 314 and went straight to sleep. I was startled awake at 2am by noise from the incredibly loud air conditioner in my room. I asked to switch rooms and was assigned room 311. After packing up all my things, I moved over to the new room in the middle of the night, in my pajamas. The security guard who met me to give me the key concurred that the air conditioner in my initial room was too loud and something must be wrong with it. As if that wasn't bad enough, when I woke up and took a shower in room 311, the shower handle completely fell off and dropped on the ground in pieces. I was unable to put it back on, which meant I couldn't turn the water off. By the time the engineer came up to fix it, there was a ton of steam in the bathroom because the hot water kept running. It made it uncomfortable / very hard to get ready, not to mention wasting more of my "vacation" time dealing with hotel issues.

  

  Business Response

  Date: 08/29/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8611946.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. Our support team already informed you that for us to proceed we would need that piece of documentation stating that the hotel has approved the refund and that we could go ahead and refund you. However, we don't see any documentation on your file and hence we could not proceed with refunding you the amount.

  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.

  Regards
  
  

  
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 19978827
  
  I am rejecting this response because: Each entity is pointing fingers at the other and I am left without a refund. If you look at the attachment, the hotel is claiming that they spoke to the third party booking service and approved the refund. They have maintained this position all along. However, Reservation Stays claims they never received it. In the end, I am stuck in the middle with the matter unresolved, after spending hours of my time trying to resolve it.

  At this point, it is about the principle more than the money! I'm sure there are many other people in my position who just give up. It is unfair and unprofessional way to run a business - a loophole for either side needing to accept responsibility.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/30/2023

  Hi ******,
  
  Thanks for reaching out once again. 
  
  While we are truly sorry for the experience you had, however, we are afraid we cannot offer further compensation in this instance.
  
  Please understand that accidents like this are common in the travel industry, and these are not the fault of a third-party company, like ours nonetheless, the customer is definitely not at fault in these instances either, hence why we put in place processes to correct those instances and minimize the negative impact as much as possible.
  
  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, and because you had explained your unique situation, we did offer you the opportunity to provide us documentation from the hotel that stated they have approved a refund. However, you just informed us that the hotel has called and spoken to us without providing necessary documentation.
  
  Once again, we ask you to, please accept our apologies.
  
  Kind regards,

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 19978827
  
  I am rejecting this response because: I have attached more emails - one that shows the hotel reaching out to you online and one where they tell me they spoke to you and were told I received a refund. I did NOT receive any refund.

  I think it is unbelievably unprofessional to make the customer responsible to obtain the documentation. It is apparent the hotel was trying to work this out with you. You struck a deal with the hotel and they have a responsibility to you (and you to them) to honor your business relationship. In this case, you are both pointing fingers at each other and leaving me in the middle to try to figure it out. The time I have already spent on this is just absurd. I think this is terrible business and I will never use a third party to book hotel services ever again. It is just a convenient way for both sides to relinquish any responsibility and accountability. How companies can get away with this in this day and age is mind blowing.

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

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON SEPT 27 AND 28 2022 I MADE A RESERVERATION THRU SNAP TRAVEL WITH THE WESTIIN RESORTS, **********, **. DUE TO A MAJOR HURRICAN E *** THE ***** CLOSED DOWN FOR SAFETY REASONS. TRIED TO GET ****** BACK FROM ***** BUT WAS TOLD THE RESERVATION WENT THRU SNAP TRAVEL THIS WAS A STATE OF EMMERGENCY FOR **. NOT MY FAULT OR *****D I PUT DEPOSIT OF ******* ON CC MARRIOTT BONVOY -*******************.I WANT THE CHARGE PLUS INTEREST MY BANK IS CHARGING ME BACK FROM SNAP TRAVEL OR THE ********** WEST RESORT...THIS WAS DISPUTED WITH MY CC O BUT WAS TURNEDDOWN-NO REFUNDS FROM SNAP TRAVEL. ** STATE LAW-NO CONSUMER CAN BE TAKING ADVANTAGE OF DURING A STATE EMERGENCY

  

  Business Response

  Date: 04/28/2023

  Hi *****,

  Thank you for reaching out with regards to B_7251482 at **********************************************.

  We are so sorry to hear about the inconvenience, and we appreciate you informing us of your concerns in order for us to assist. Since your concern falls under force majeure, we would have been more than happy to process the refund right away due to the circumstances. Unfortunately, we did not receive any communications at that time, and we are so sorry we were not able to assist earlier.

  Please be advised that since a chargeback and a prearbitration has been initiated, our system will not allow us to go further and refund your original payment method on file. But we would like to offer an alternative solution, one of our support team members have been instructed to reach out to you for an active Paypal  email so we can process your refund via Paypal. We appreciate your patience and understanding.

   For future reference, when in need of assistance you may contact our 24/7 support team through any of this lines of communication:

  - SMS or Whatsapp: please type in Agent in your existing chat conversation (where you made your booking search). 
  - Call *****************
  - ******** Messenger
  - Email: ************************

   

• Initial Complaint

  Date:04/23/2023

  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.

  I have booked the family room in ********* for 3 nights (2 adults and 1 teen) on reservation number B_8977647. At the time of reservation i indicated the age of 14 for my child. However, on the checking in we were told that the child's age on hotel's confirmation is 8 years old and i have to pay additionally for the third adult in order to check in. I have called to customer service of ********************** and after 3 hours of waiting their representative ****** (case *********) advised me that i can pay the addition charge out of pocket and then claim for reimbursement. Therefore, I ended up paying the additional fees of ****** usd and then submitted the claim but haven't received any feedback since then. Tried to call but didn't succeed.

  

  Business Response

  Date: 04/27/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_8977647 at the Riu ************* All Inclusive.
  
  We are sincerely sorry to hear that you had trouble with your reservation. 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 strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our ***********  team is currently reaching out to the property and our travel partners. They will follow up with you as soon as possible. Thank you for your patience.

   

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19972751
  
  I am rejecting this response because: The claim has not been settled yet. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/09/2023

  We appreciate your patience while the team works on your request.

   

  Thank you

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19972751
  
  I am rejecting this response because the case has not been resolved. The Supertravel didnt provide any options on the settlement. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/19/2023

  We are so sorry for the long wait. Kindly be advised that our team is still working on the concern. They will reach out to you via email as soon as possible.

   

  Thank you for your patience.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19972751
  
  I am rejecting this response because: the claim for reimbursement has not been settled. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/23/2023

  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.

  I have spent over 30 hours trying to remedy my 2 nights hotel. I booked Sun-Tues instead of Mon - Weds. I called them immediately. I was told I was 68th in line and I would get a callback. I never did. Today, I asked for a callback and 4 hours later, when I answered, a machine voice said I had stepped away and hung up. Now, I am on hold for ********************************* 24th place to be answered. I chatted with them via app chat and they send canned responses over and over and over. They asked me to get written permission to rebook the dates from the hotel and I did BUT now they are saying I need written approval to cancel and rebook. The hotel said Super Travel are the only ones that can do this. I can not get them on a call or any help. The hotel said to just call them and 3 mins later, we are all good. There is ZERO support, they don't have real people on chat, and you must book via text. They send you a voucher, not a booking. And at the end, they ask for a TIP! They say "you saved $50 how about tipping us that $50. HUH? I ended up saving $25/night but it took up my whole weekend trying to fix it and it isn't fixed yet. I will most likely end up paying over $200 for my mistake when if I booked with Expedia or directly, they would have just fixed it. The customer service person hung up on me in the end when I asked him to call the hotel and he refused. He would not forward me to a supervisor.

  

  Business Response

  Date: 04/24/2023

  Hi ******,

  Thank you so much for reaching out about your booking B_9176284.

  We are truly sorry that you had trouble with your reservation.

  Please note that we do not have the ability to modify any reservations or change your research.

  Every reservation is made based on the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

  Kindly be advised that our team was able to reach out to the property and got approval to change your reservation April ***** instead. The amendment has been approved by ****** at the front desk. We appreciate your patience and we worked on the concern. Thank you.

   

• Initial Complaint

  Date:04/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday March 16th, I booked a hotel room through super.com. Confirmation B_9118885. My credit card was charged $161.98. An email confirmation was sent to me indicating that my stay was booked and that I wouldnt be charged at the hotel.Upon arriving to the hotel, the front desk advised the credit card the booking company provided was invalid, and I would need to provide an alternative form of payment.After presenting the email I received from super.com, the hotel advised they were still not able to process payment from super.com and my card would need to be charged.At this point, Ive reached out to their online chat system 3 times, and emailed a copy of the hotel invoice that I personally paid for to ************************ Theyve acknowledged receipt, but Im getting nowhere, and cant get anyone on the phone.The company owes me $161.98 and is putting me through hoops to try and get my money back.

  

  Business Response

  Date: 04/24/2023

  Hi ******,

  We are sincerely sorry to hear that you had trouble with your reservation. 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 strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  Kindly be advised that our team was able to coordinate with the hotel and our travel partner, and the hotel has informed us they have refunded you for the direct charge they made on your card. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:04/19/2023

  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.

  This pertains to SuperTravel booking B_8640751 on its website. It is a reservation for *********************** in *******, **, for two adults from March 30 to Apr 02. It was refundable until March 27. Upon hotel check-in, the hotel agent mentioned the premise does not allow minors and clarified that it is strictly for persons of 21 years and older. Since the other "adult" guest is my child, who is 20 years old, we were unable to stay there. From what I know, the U.S. legal adult age is 18. Being that my child is over 18 years old and not a "child", I properly searched hotel rooms for two adults on SuperTravel website for my booking and not for one adult and one child. The hotel description did not mention "21 and over" during the booking process. I tried to resolve this issue with an on-duty supervisor in Customer Support but to no avail in comprehending my situation and insisted I refer to the Terms and Conditions section. The section details that the reservation holder must be 21 years and older (which I am) but no age restriction about the hotel. In short, I kindly request a full refund due to the misrepresentation of information (or lack thereof) on the website. I hope the ******************** Manager can promptly resolve the matter.

  

  Business Response

  Date: 04/23/2023

  Hi ******* ,

  Thank you for reaching out about your reservation B_8640751 at ***************************.

  We're sorry to hear that the accommodation did not allow you and your child check in. Because we're a 3rd party booking service, the standards of the hotel and the policies of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly.    
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  

  Kindly be advised we have re-escalated this concern to our team and they will reach out to the property and our travel partners. We appreciate your patience and understanding as we work on your concern.

• Initial Complaint

  Date:04/18/2023

  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 hotel through this company only to discover it is fraudulent. The ****************** in ********* has no record of the booking.

  

  Business Response

  Date: 08/29/2023

  Hi ****,

  Thank you for reaching out to us about your reservation B_8965590.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a hotel reservation online on March 27 for a stay at ***********************************. I thought that I was booking directly with Homewood Suites. The confirmation email states that a full refund will be provided if cancelled by April 16. I cancelled the room via a link from the confirmation email on April 16, but did not receive a confirmation that the cancellation was processed. On April 18, I still did not receive a confirmation or refund in my account. I called Homewood Suites directly and at that time realized this was booked via 3rd party. Homewood Suites confirmed they did not charge me, cancelled the reservation in their system and provided me with a confirmation of the cancellation and $0 charge. I called the 3rd party company Reservationstays.com 3 times and provided the confirmation from the hotel. They said they will not process my refund because they need proof of a refund. I provided the folio of $0 charge as the hotel did not receive any payment for the stay. They are refusing to refund, they refuse to allow me to speak to a manager or another representative and only provide scripted responses that they are sorry. As the room was cancelled by the deadline, I am only requesting a refund.

  

  Business Response

  Date: 08/29/2023

  Hi ******,
  
  Thank you for reaching out to us.
  
  We are truly sorry for the delay and 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:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 19951203
  
  I am rejecting this response because it is not yet resolved.

  Thank you for responding, the information that was requested is below. I have also attached an email from a representative that said I would receive a refund as a one-time courtesy. I have followed up on this email several times over the last few months as I have not received the refund and no one responds to any follow up emails.

  Order ID: *********
  Email used for the reservation: ********************
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/30/2023

  Hi ******,
   
  Thank you for reaching out to us about your reservation B_8903712.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 19951203
  
  I am rejecting this response because:

  My complaint with my bank is closed. Once I received an email from your customer service that I was going to be refunded, I assumed that the issue would be resolved. However, this is now months later and no one responds and I have not received my refund. There was no cost to the hotel, which the hotel provided confirmation of the cancellation when your website very "conveniently" did not. This situation is beyond frustrating. I am asking for a resolution now that someone is actually responding. Which led me to file this BBB complaint and will force me to file a fraud complaint.

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

• Initial Complaint

  Date:04/17/2023

  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 reserved a hotel room for 2 nights through super travel for a best western in ******** **, with confirmation number B_9091974 they took the money out of my account immediately. When I arrived at the hotel the hotel said the super travels credit card was declined for Insufficent funds and I would have to pay the hotel. I paid the hotel and called super travel multiple times after finally getting ahold of them they said they would issue a refund once I emailed them a receipt showing I paid the hotel. I emailed them the receipt and they said that my case has gone to their urgent care team and they would call me within 45 minutes. They never called I recalled customer service and they said there is nothing they can do and to wait on urgent care team. I still have heard nothing from urgent care team and I have emailed them multiple times.

  

  Business Response

  Date: 04/23/2023

  Hi ************;,
  
  
  Thank you for reaching out to us about your reservation B_9091974  at the *********************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. 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 strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  Our team has processed the refund, and it should take 3-5 business days to reflect on your card 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: 04/23/2023

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