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:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a Luxury Room at *************** with Super.com on January 1st **** and was charged $357.18 for the stay. I decided to call the hotel to confirm my booking and was told I had a standard room not a Luxury Room like I booked on the Super.com app. When I called Super.com they said they will fix it and call me back but it's been a week and they still haven't called me or resolved the issue. Every time I call Super.com I get the same answer of they are working on it but no other updated information. I have called like 4 different times.

  

  Business Response

  Date: 01/23/2024

  Hello,
  
  Thank you for bringing this to our attention regarding B_12581334. 
  
  Please understand that as a third-party online booking platform, certain incidents outside of our control *** occur in the travel industry. However, we have procedures in place to minimize these negative impacts.
  
  We are investigating the details of your reservations at this time, especially regarding your concerns about the property not having your reservation. Our team is committed to resolving this efficiently. We'll keep you posted on progress!
  
  Regards
  
  

• Initial Complaint

  Date:01/10/2024

  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 prepaid for a hotel in *****/** through the platform super.com , I will be travelling in 13 days from ****** 21/1/2024 - 26/1/2024. The transaction was made 9/11/2023 and I paid 275 euro.1 week after the transaction I tried to confirm the booking with the hotel. The hotel couldn't find my booking with any of my personal details or the reservation number that was provided in the booking.I contact the platform through live chat and they gave me another number which wasn't AGAIN confirmed by the hotel.This is happening the last 65 days again and again. The agents from the live chats have ready texts of apologizing to send and then a supervisor contacts you via email with the same number that the hotel cannot find.I will be travelling with a 2 year old child, and these people still they haven't confirmed my reservation until today 9/1/2024 , they also refuse to give me a refund. Please assist. They are scam 100%. I have kept all emails by the hotel and chats with them as a proof.

  

  Business Response

  Date: 01/20/2024

  Hi *****,

  Thank you for bringing this to our attention regarding reservation B_11963738.

  We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.
  
  We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.

  Our team is committed to resolving this efficiently. We'll keep you posted on progress!

  Regards

• Initial Complaint

  Date:01/10/2024

  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.

  False and misleading advertising to guest for savings and discounts that arent true. They have a wallet of money claiming for guest to use that keeps building after each booking but they want you to join a plus membership for it. Even in the membership they dont allow you to use it. I want my money back from them. They promised a refund on a double booking seperate this issue. I have attached all emails and proof. Bad business overall. I live in a extended stay and pay daily. I joined to save money. Not to be swindled. I just want a refund or equivalent to what my savings state i have available to redeem.

  

  Business Response

  Date: 01/20/2024

  Hi *****,

  Thank you for reaching out to us regarding your reservation B_12602370.

  We can see a full refund was processed back to your account for this duplicate booking. As for the credits, they be used towards up to certain % of the cost of your reservation, unless they are from a cancellation. In that case, you can use the full amount of your balance.

  Please refer to our Help Desk articles for more information on promotional credits, including eligibility requirements and expiration dates. 
  
  We hope this clarifies things for you. We look forward to helping you book your next trip!

  Regards

• Initial Complaint

  Date:01/07/2024

  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.

  Booking 12641342.The Hotel is not existent.Please return the money.

  

  Business Response

  Date: 01/17/2024

  Hi ****,

  Thank you for bringing this to our attention about your reservation B_12641342 at the *********** Hotel & Restaurant, and we're here to support you in any way we can.
  It's important to note that in the travel industry, certain situations beyond our control *** arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can.
  
  Our Support team is currently working on your case and a representative will follow up with you shortly.

  We appreciate your patience in the meantime.

• Initial Complaint

  Date:01/07/2024

  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.

  Booked hotel through website with no indication that I was signing up for a subscription. Super predatory and shady. It seems like a scam of some sort. The withdrawal from my account is pending and I intend to stop it via my bank. If unable to I will pursue other means. Shame on super.com

  

  Business Response

  Date: 01/17/2024

  Hi ****,

  We apologize for any negative impression you may have formed about our service. We cannot automatically sign you up. 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.
  
  It's possible that you inadvertently signed up for the Super+ membership. 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:
  ****************************************************************************************************************
  Alternatively, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.
  
  We're here to assist you in the best way possible.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 3 rooms with Super.com and unfortunately my nephew who we're travelling with (to ******* has been in a terrible accident and is in a body cast, therefore we're not able to go anymore. I reached out to Super and they told me they would make an exemption and refund out non-refundable booking IF I got the hotel to agree to refund us. So I did, and the hotel/tour operator (price travel) refunded the money immediately to Super Travel. They told me to ask Super to check their records and they would see the booking has been cancelled and is no longer on their system and to please return my money. So I did, multiple times. Similar to many of the other posters here, I struggled to get any help at all. Each time I called/e-mailed I was met with a script/bot telling me to reach out to the hotel to get written consent that they would approve my cancellation. However, the cancellation had already done through and the refund was sent. Both the hotel and tour operator agreed to speak to the travel agency directly and give them any of the information they needed but for legal reasons couldn't reach out to them which makes complete sense. So, here I am more than $5500 down and NO corresponding reservation. B_12190565, ************************ are the confirmation numbers of the 3 rooms that have been cancelled and yet I have no money back (even though I know the hotel has given the money back to the agency, but they won't give it back to me). Very frustrated.

  

  Business Response

  Date: 01/17/2024

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

  We are truly sorry to hear that your family was unable to use your reservations. We extend our heartfelt wishes for your nephew's speedy recovery.
  
  For context, our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals. Regarding your refunds, please note that as a third-party, we require written approval from both the accommodation and travel partners for refunds, aligning with our booking policy.
  Rest assured, the three refunds have been processed. Typically, it takes 3-5 business days, subject to your bank's processing time. For an exact timeframe, we recommend reaching out to your bank directly.
  Thank you for your understanding.
  
  

• Initial Complaint

  Date:01/05/2024

  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.

  Booked a nonrefundable hotel room at ***************** in *******, ** October 15th 2023. There was a blood stain on the sheets of the bed so I refused to stay there. When I told the employees/manager about it they apologized and said they WILL APPROVE A REFUND, and to have super reach out to them. When I called super they said I had to do everything, reach out to hotel and send them approval via a certain email. It has been almost 3 months now and I am still waiting on a refund. When I finally did get a hotel manager to step in and email approval on November 23rd, I kept waiting and still never got a refund. I just spoke to super the other day and the lady said they changed their return policy and no longer do emails. Would of been nice to know that over a month ago. I reached back out to a couple managers of the hotel and they have been ignoring me. For the past 3 months the hotel and super agents have been unhelpful and giving me the run around. Also as the customer I should not have to do all this. Super and the hotel should be the ones communicating and making sure I get my refund asap. I am tired of getting a hold of super and people at the hotel to get my refund. I need someone else to step in and help me for sure get my refund.

  

  Business Response

  Date: 01/15/2024

  Hi Lane, 

  We're sorry to hear that your recent accommodation experience fell short of your expectations. We understand how important a comfortable and enjoyable stay is. It is noted that our Support team was able to resolve this issue.

  The refund has been issued 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:01/04/2024

  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.

  I booked a hotel on super.com last night and was charged. I get to the hotel and Im advised that they are overbooked and have no rooms available. They keep telling me they will refund me if I can show another hotel invoice, why? I booked a room through super.com that I paid for and I didnt stay there do to NO ROOMS BEING AVAILABLE. I keep asking for a refund I want my money. I was also advised by the hotel that they could contact them and confirm this.

  

  Business Response

  Date: 01/14/2024

  Hello ********,
  
  Thank you for bringing this to our attention, especially regarding your concerns about the property being overbooked. 

  As a third-party online booking platform, certain incidents outside of our control *** occur in the travel industry. However, we have procedures in place to minimize these negative impacts. 

  We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account and it usually takes 3 - 5 business days to reflect.
  
  We value your choice to use Super.com and are here to support you in any way we can.
  
  Regards
  
  
  

• Initial Complaint

  Date:01/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a formal complaint against ****************** regarding their failure to credit me for completed offers on Super.com, particularly for the games ****, Yahtzee, and MPL.I engaged in pay-to-play activities as promoted by ****************** through my financial institution at Super.com. Despite successfully completing several offers, I encountered issues with the incentives for ****, *******, and MPL, amounting to $71.25, $61.75, and $45.60, respectively.Both MPL and **** required personal expenditure to qualify for the offer incentives, which I fulfilled as per the specified requirements. However, the promised incentives were not credited to my account. Upon reaching out to Super.com, I was redirected to ******, as they claimed the issue lay with their partner.Despite multiple attempts to resolve this matter with ******, I faced significant delays, receiving only generic responses after days or even weeks of waiting. The provided reasons for non-compensation did not align with the completed offers, leaving me frustrated and dissatisfied.I am owed a total of $178.60, and despite my efforts to seek assistance, ************** unhelpful responses have left me no choice but to consider legal action. I kindly request your intervention in this matter to ensure a fair resolution and prevent others from facing similar issues with ******************.Thank you for your attention to this matter.Sincerely,*************************

  

  Business Response

  Date: 01/13/2024

  Hi Trevonte,

  Thank you for reaching out to Super.com.

  Please note since this complaint is about ******************, it would be best to reach out to the them directly regarding the payout of the cash you earned by playing games. They will be able to provide you with detailed information. 

  Regards

• Initial Complaint

  Date:01/03/2024

  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.

  Apparently there was a booking in my name. Super provided me the hotel number I called and they say the reservation was cancelled and nobody checked in. So there was no way for me to see who around me may have booked the room. Super was no help at all. I would not book through them

  

  Business Response

  Date: 01/12/2024

  Hi *****,

  Thank you for reaching out to us regarding your reservation B_12574992.

  It is noted that a full refund was processed back to your account. It usually takes 3-5 business days for it to reflect.

  Regards