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:10/09/2023

  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 purchased an upgraded refundable terms when I booked a hotel with Super.com. I am a leukemia patient and had just started a new trial drug for my leukemia. It is called Besremi. The side effects include fatigue and diarrhea and my hematologist oncologist is willing to write a note. A couple days ago I decided to cancel my trip and contacted them. Super.com cancelled it but refused to refund me the funds. I have tried to call their phone number. After 4 hours later (because there were over 100 customers ahead of me) they called back but to hang up. I tried calling again and was put behind another 76 customers. The trip is originally scheduled for 10/13-10/15/23. I am willing to exchange to a future trip when my health is better. However, it is impossible to talk to them. Sincerely, ***.

  

  Business Response

  Date: 10/19/2023

  Hi ***,

  
  Thank you for reaching out to us about your reservation B_11360668 at the *******************************************************.
  Firstly, we sincerely wish you a speedy recovery in your treatment. We are sincerely sorry to hear that you had trouble with 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:10/09/2023

  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.

  Hotel room 10/8/2023 Booked a room at the super 8 in **** ********** last night. When I arrived, the hotel said they do not accept local Residents to stay. I have a local address and they refused to let me stay. I called super.com and they refuse to refund me. I asked to talk to a supervisor and they refused to transfer me. I told them that I need to speak to a manager and this is unethical business practice. They hung up on me.

  

  Business Response

  Date: 10/19/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_11517533  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:10/08/2023

  Type:Customer Service 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 is advertising our hotel without our authorization. They are offering a lower price t oour guest and when we cant give that price to our guest, our guests are geting very upset and leaving bad reviews. I am requesting this company stops advertising our company, the name of our hotel is not even correct on their website further confusing our guest. I am the owner and I do not authorize this company to advertise my hotel. I have not signed an agreement and i have not agreed to any terms or payments.

  

  Business Response

  Date: 10/18/2023

  Hi *******,

  We are truly sorry to hear about your experience.
  
  Our hotel rooms are sourced from different travel partners as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals.
  

  Please connect with our Corporate team at ******************* with the details of your hotel so the appropriate team can remove your listing.

  Regards

• Initial Complaint

  Date:10/07/2023

  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.

  To Who It May ** Concern,I booked a hotel for my daughter (*****************) for October 6-Oct7 from Super.com with Full price $430.76 fir ********* Hotel in *************. Confirmation Number: B_11126990 My daughter came from ******** ****** to Hotel in ** last night then a reception told her that a room have been cancel or not have a room under her name (*****************). I could not contact Super.com last night.As you know that Super.com got my money but they did not make any reservation at ********* Hotel in *************.Therefore, I booked another room & the same ********* Hotel for my daughter's (*****************) at Priceline tonight Oct 6, 2023 and I paid by PayPal Credit ($327.98)I would like to dispute full amount $430.76 back to my account. As I can see that Super.com is a scammer. They charged and took my money but my daughter (*****************) did not have a room.Thanks,*************

  

  Business Response

  Date: 10/17/2023

  Hi *****, 

  We're genuinely sorry for the trouble you and your daughter faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.
  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.
  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.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20709202
  
  I am rejecting this response because: It's not a simple matter of apologizing. While your company took our money and didn't have a room for us. Now they won't compensate for the loss and won't pay us back. Like a robber while begging.
  
  Sincerely,
  
  *************

  

  Business Response

  Date: 10/26/2023

  Hi *****, 

  We're genuinely sorry for the delay in response while we reviewed your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you.
  
  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.

  Customer Answer

  Date: 01/19/2024

  Date Sent: 1/13/2024 2:43:22 PM
  

   
  Complaint: 21094369
  
  I am rejecting this response because:

  
  The ********************* Credit told me that your company took my money and Super did not refund my money.

  Again, I did not cancellation a room and I did not confirmation about it. Super was cancel a room and took my money.

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

  

  Business Response

  Date: 01/24/2024

  Hi *****,

  Thank you for reaching out again.
  
  As explained earlier as well, since 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: 01/25/2024

   
  Complaint: 20709202
  
  I am rejecting this response because:
  

  Dear **************** of ***** and ********************,
  
  I got *****'s message today and I did not agree it as following reasons:
  
  (1) First, I did not request cancel my room and did not confirm it. Since ***** cancelled it.

  
  (2) I just called **************** of ************** and claim about different charged from your website vs. another website. I never requested to cancel a room.
  
  (3) I contacted **************** of ************** then they told me that ***** took my money and never refund it to **************. Again, ***** automatic cancelled my reservation and took my money. One more time, I never requested to cancel a room.

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

• Initial Complaint

  Date:10/06/2023

  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 booked a hotel room and purchased extra protection for emergency cancellation to get a full refund but now they are denying me a refund. I have a pre-existing medical condition and two family emergency events that came up last minute so I can't make it to the booking. I called the company twice and they are denying me a refund and not allowing me to speak with a supervisor. They never sent me email confirmation about the booking and I read the fine print of the terms and conditions for the extra refund protection before purchasing it. I need help to get my money back. I followed the instructions to receive a refund as well and they said they emailed me confirmation of that. I have no emails whatsoever from these people

  

  Business Response

  Date: 10/16/2023

  Hi *****,

  We are truly sorry to hear that you had trouble with your reservation. Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria.  
  
  To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here:
  
  ***************************************************************************************************
  **************************************
  
  Hope we were able to provide some clarity.
  Regards,

• Initial Complaint

  Date:10/05/2023

  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 9.23/9.24 I booked a hotel room using confirmation number B_11276876 and was charged by both super and the hotel, because super never sent the money to the hotel. This lead to me getting double charged. I reached out to super and they requested a receipt from the hotel starting they would fix it. After a week they tell me that my receipt was for the wrong date when it clearly shows a checkin of 9.23/9.24 and a print date of **** (the date i seen I would double charged. In addition to this I was charged more because Super hid the cost of parking at the hotel making my receipt from the hotel cost more.

  

  Business Response

  Date: 10/13/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_11276876.
  
  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.

  Regards

  
  

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20699927
  
  I am rejecting this response because:

  I have not heard any response from the ************ team who will be reaching out to the accommodation and the travel partner " except for a random email from someone named *** stating that there negotiation is still subject for approval although when I reached out to the hotel they have not heard anything from SUPER and have actually called SUPER on my behalf to try to get it sorted out, so I am unclear who they are negotiating with nor why I cant have a refund for a service that I got double charged for with documented proof. I used there reservation as verified by the hotel to check into my room. The hotel has verified that SUPER failed to provide the hotel with an apparent industry standard preloaded card with the money that I paid them and just stole the money forcing me to pay the hotel for the room in addition to the money that super took from me and never forwarded to the hotel

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

  

  Business Response

  Date: 10/26/2023

  Hi *****,

  We're genuinely sorry for the delay in response while we reviewed your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you.
  
  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. The refund has been issued on 2023-10-18 and 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.
  
  Please see enclosed your refund receipt.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:10/05/2023

  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.

   
  Complaint: 20663514
  
  I am rejecting this response because:  At time of Checkin (Sept.19, 2023) the front desk clerk stated that the booking was made by Expedia.  I understand that Reservation Stays was the frontline booking agent that misrepresented the booking but the partnership or umbrella status of Expedia with these booking companies holds them to some responsibility.  Below is the detail that Reservation Stays made on the confirmation email that misled me into thinking I was booking a 2 ***room, 2 bath suite.  Please note the repetition of King *** and sofa *** as if 2 of each were to be expected.  Only one King *** and 1 sofa *** were in this room.

  TYPE OF
  ROOM:
  Studio, 1 King *** With Sofa ***, Balcony (Balcony), 1 King *** And 1 Double
  Sofa ***
  GUEST(S): 4 adults

  I am hardly expecting a full refund but the difference in price that I paid Marriott and what I paid Reservation Stays/Expedia was significant and that a portion of that refunded would go appreciated.

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

  

  Business Response

  Date: 09/28/2023

  28 September 2023
  
  Better Business Bureau 
  ******, ****** & Western **********
  Complaints Department
  
  RE: Expedia Case 00472369
  
  Dear Better Business Bureau, 
  
  Thank you for taking the time to contact Expedia regarding an issue from our customer. We appreciate the ********************************************* allowing us time to address the comments and concerns brought to our attention. 
  
  Expedia is responding to the consumer complaint from *********************** (********) regarding the refund of the hotel reservation booked with Reservation Stays.
  
  We have checked our records and have been unable to locate the booking at our end. It is imperative to note the Reservation Stays is not a part of ************** Therefore, we would request ************ to connect with Reservation Stays customer support team using the link **********************************************************************************************************************************************************************************************. Also, ************ can connect with the customer support team by calling them at ****************, and when ************ hears the voice message options, hit "3" or by emailing them at *********************************.
  
  We thank you for allowing us the opportunity to address the issues brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. 
  
  Sincerely,
  Rajat
  Global Traveler Resolutions Team

  Customer Answer

  Date: 10/05/2023

  I booked a 2 night stay through Reservation Stays partnered with Expedia. Confirmation number B_11058998. I requested a 2 bedroom, 2 bath Suite. Upon arrival I was given a 1 bed, 1 sofa bed, 1 bath Studio. I had gone over my needs several time with the Reservation Stays (RS) agent (the conversation was recorded at their end) I ended up having to pay for an additional room to accommodate my party because of RS incompetence. To add insult to injury the additional room booked through the hotel itself cost me $283.73 CAD less than the RS/Expedia. I would like this complaint lodged with Expedia.

  

  Business Response

  Date: 10/25/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_11058998 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.

  Customer Answer

  Date: 10/26/2023

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

• Initial Complaint

  Date:10/04/2023

  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 attempted to book a hotel with super.com 10/04/2023 and although they gathered all information the booking said that that room rate was no longer available but a room for $40 more was available (bait & switch). I declined but they charged me the full amount on my discover card anyway $371.41. I called super.com and after waiting a long time, **** got on the phone and said there is nothing they can do and I wasn't able to speak with a manager.

  

  Business Response

  Date: 10/13/2023

  Hi ******,

  We understand your concern about potential clickbait tactics. We'd like to provide some clarity regarding the rates you come across online. It's important to note that the rates displayed online might pertain solely to the room itself, lacking additional specifics. Hence, it's crucial to be mindful that the rate you see could fluctuate based on factors such as room type, bed preference, and meal plan you've chosen. Moreover, variations may arise due to the cancellation policy you've opted for, whether it's flexible or non-refundable.
  
  Furthermore, we want to bring to your attention that the hotel rates we offer are dynamic in nature. This means they're subject to constant changes based on the current demand and availability. While we strive to secure the most competitive rates, it's important to recognize that we do not have control over the fluctuations in prices.

  In this case we can see that you cancelled your reservation and you were refunded in full.
  
  We hope that clarifies things for you! 

  Regards

  Customer Answer

  Date: 10/14/2023

   
  Complaint: 20695908
  
  I am rejecting this response because:
  The company should not have charged my card for the full amount if the hotel room was not available. The absence of that amount in my credit card with a **** day refund back to my card made rebooking far more expensive and interrupted my ability to use that card for other needs. The company policy is unacceptable and I stand firmly by my complaint that they should not charge the full amount without having the available room.
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/26/2023

  Hi ******,

   

  In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, Super Travel has not charged you and so your card processor will release the hold placed.
  
  
  The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy.
  
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 10/29/2023

   
  Complaint: 20695908
  
  I am rejecting this response because: it was not a hold on my credit cared but a purchase. It took 7 days to clear- unacceptable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/03/2023

  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.

  Hi, I book hotel with super.com or super travel same company. I book for one night at ************ ******* ****** hotel I receive confrmetion B_1 ******* for the of 10/4/2023 to 10/5/2023 on 10/2/2023. The next morning I saw the invoice 109.91$ and it was included 10.00$ fully refund cancelation I call the company to make sure about it. Person I was going to be with is my boy friend who breaks down with covid 19. letter on I send email that I need to cancel the booking and I should get refund beacuse it lest then 24 hours person can cancel according to my ************* I explain the issues and beacuse I paid 10.00$ for fully refund cancellation I get e.mail with aplication asking me to send them medical informetion documents from my boy friend doctor provide his illness (No doctor will see anyone with *****) and, proved of the covid test. I explain that this not somethig I would do beacuse, I have no right to do. why the company ask for other people medical information? Not right to do. I have keep getting, So meny auto bot telling me about refund that now they can't refund my **** so I should provide them with other information banking account that can refund they send aplication. I send back email saying that I paid by **** and I should get refund by **** and, the way I paid that how it should be, I will not provide other information banking account I send e.mail to customer service with my invoice and booking and, I like to know why if I was charge 10.00$ fully refund warnty and giving me hard time? Auto bot application that it wasn't working I aske to call me beacuse customers but they say they don't call because everything done on line. Their service is next to 0. trouble customer service, This like scam company, You can't call them and, talk to anyone or you will be for ever waiting on the phone. I call my crdrit card company let them know to debuting the charge I also call the hotel let them know We will not come. This company actting like they only wants the money. Very very bad customer service good luck getting someone to talk to you. I do not want to give them my other bank account information. They say the only can refund by transferring with rgular account or email. This is ridicules I paid by **** and like like refund by ****. Sincerely, **********************

  

  Business Response

  Date: 10/13/2023

  Hi *******,

  We are truly sorry to hear that you had trouble with your reservation.
  Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria.  
  
  To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here:
  
  ***************************************************************************************************
  
  **************************************
  
  Hope we were able to provide some clarity.
  Regards,

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20694092
  
  I am rejecting this response because I order by super.com the hotel. I give my cardit  card info to super.com then I find out the the invoice was by super travel.com on the bottom 0f the invoice by super travel refund dirctions beacusec of my friend break with covid 19. I figer to get refund or rebook because 24 hours before arriving. I have the right regardless to super. com company rules hotels don't  charge if it cancle 24 hours before. then I get to e.mail  refund with case refund number with super travel.com provid it was scam super travel.com using scam invoice 85 refund application e.mails  scam asking me in order to get refund please provid medical info from the goverment,  Doctor ******** to prove your refund you must send your other bank info to trance e.money we may refund you. At beging I didn't think it is scam. I try calling the company but there is not relly costmer service. One phone number with one person who answer  calls from the center over see and I am line number 195 on  waitting list.  I wiatted 1 hour on the phone I given up and,  I ask for call  back. Around  midnight  I have received call back. The person did not know what to answer me I ask for supervisor but no luck. This horrible customer services . I explains the man about cancle the booking beacuse of covid and I will call the hotel about 36 hours befor my arrival. I cancel the hotel on  my own because I didn't  want the hotel to hold  room.    I find out the hotel was book by Agota when I order from super.com  now it is another third party.    travel.com charge my **** ****** card with invoice. I don't  relly need to deal with  (3) third party this not right . I have call the hotel on days inn on 10/8/2023 they hotel  did not charge beacuse the booking being cancel 36 hours before.  Super.com kept the money when booking and my ****** card info  pass to agota company who provid custmer service phone number company with area code (416) ******* number where I live.  I call affter 10 minutes I was told the Number is forwarded  to over see,  ***********  from  my cell phone direct  and it very expensive Agota forword   the calls this ridiculous. another expansive call.  I honestly feel it elegant scam. Why there is not really costmer service? Why my information went to other company with out my promitions?  Why on super travel.com on the bottom of invocie it say press for refund then it turn to be Al email do not reply? I wanted to get refund then or booking again aftter my friend get out of covid but it the worst ever customer company to deal with. I do not appreciate service like that,  I do not need third party of  an other third party of an other third party. Since hotel did not charge and I like to provid copy of tge e.mail I was getting with no names.  Why is super .com or taravel .com dosn't have thier name on the booking or invoce? 
  
  Sincerely,
  
  **********************

  

  Business Response

  Date: 10/26/2023

  We understand that you are concerned about the possibility of being misled, and we want to assure you that this was not our intention. We are truly sorry that your experience did not meet your expectations.
  We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  We source our hotel rooms from a variety of partners including wholesalers to get you the best rates, and we pride ourselves on our access to exclusive deals. This information is available on the site and app.

  n 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.
  
  
  

  Customer Answer

  Date: 10/27/2023

    

  Complaint: 20694092

  
  

  I am rejecting this response because: Days inn *********** *************************** booking B11040871 10/4/2023 Never charge for this booking. Super.com keeping the charge for the own company. Why would your company kepping the charge when the hotel never charge for it.  I have check with the hotel they say it was cancle 36 hours befor. My friend had covid 19 and couldn't show up.  I have try to get your costmer service but,  it horrible service and it very wrong . I am  unhappy with super.com because the company useing few third party on the same booking.  I find out by the hotel the room  at hotel was order by ***** travel and I was charge on my **** by super travel.com when I order room from super.com. This not right useing 3 third partys for the same booking. Why is my info was giveing away to Agoda company,      with out my prometion?  super.com could keep the booking fee 10$ charge but,  not the rest of the charge because the hotel did not charge for the saty that I never saty. It would be nice if you would ask if it is o.k passing informtion to others third party befor booking.    

  
  

  Sincerely,

  
  

  *********************** 

• Initial Complaint

  Date:10/03/2023

  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 had booked a hotel, renaissance in ******* **, through Super.com. During my stay there was a need for the hotel to refund me a night. They couldnt do it directly since I used the third party. I have been very diligent and provided everything needed for them to get the refund to super and super will not refund me and keeps giving the run around. I call and text and am told a **** is handling and I never get ahold or hear back.

  

  Business Response

  Date: 10/13/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_10474728.
  
  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 and you will hear from us shortly regarding the compensation agreed upon by the hotel and the partner.

  Regards