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:12/25/2023

  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 room for the Grand Stay in ********* **.When I received my confirmation it said ********* **.Super.com will not acknowledge the mistake and has told me my confirmation number clearly states no refunds. I was not aware of the booking in Cambridge until I got the confirmation number.No one should have to pay for a service that was not provided and I want a full refund.

  

  Business Response

  Date: 01/02/2024

  Hi *****,

  We are sorry that you had trouble with the location of your reservation. Please note that we cannot modify any reservations or change your research.Reservations are made based on your search criteria, so it's important that you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.
  
  Since you have obtained hotel written approval, please make sure to provide your order ID as well as the email address you have provided to complete the booking as it does not match the information provided via this medium.

  We value your cooperation.
  
  
  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21053939
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is advertising for our hotel but is not affiliated with us. This is not a price that we offer and guests are purchasing reservations and then we have no booking for them.

  

  Business Response

  Date: 01/02/2024

  Hi Tiaga,

  Please note that our hotel rooms are sourced from different partners including wholesalers to get our customers the best rates, and what makes us special is our access to exclusive deals.
  **********************************************************************************************************************

  Please contact the ******************** with your property information so the listing can be modified or removed.
  *******************
  
  We apologize for any inconvenience.
  

   

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21053278
  
  I am rejecting this response because:

  We have messaged this email address of 'corporate' before and have gotten no response back. I do not know where else to turn to stop these fake reservations. This looks poorly on our establishment, and is no fault of our own. 

  
  Sincerely,
  
  Tiaga Love

  

  Business Response

  Date: 01/12/2024

  Hi *****,

  Thank you for flagging this. We have gone ahead and stopped sale for the hotel effective immediately. We appreciate your partnership and patience.

  Regards

• Initial Complaint

  Date:12/24/2023

  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.

  I had booked a reservation through this website. When I arrived at the hotel, I was unable to check in under this reservation due to a technical issue with the 3rd party hotel booking. I contacted Super.com and they worked on the reservation issue and had fixed it by 1am the following morning. Unable to use this reservation I had to pay for a night stay directly to the hotel. I have had numerous phone and email conversations with ************************ They are giving me the run around and stalling on giving me my refund. The hotel has confirmed this reservation was not found nor used in their system. I have sent *********************** the email from the hotel manager that the funds need to be returned back to me. They stop responding to my emails each time I send them the email from the hotel manager.

  

  Business Response

  Date: 01/02/2024

  Hi *********,
  
  
  Thank you for reaching out to us about your reservation  B_11729515  at the *************************************************.

  
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  
  
  It is noted that our Support team was able to resolve this issue.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:12/23/2023

  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 been charged from simple + several times, I'm not sure what this is, but I need my account information removed from them

  

  Business Response

  Date: 01/01/2024

  Hi ****,

  Thank you for bring this to our attention. Please note that, with the information you provide we did not locate any subscription to our Super+ membership. Please review if you have not signed up with a different user. 

  If you require assistance please don't hesitate to contact our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM EST. You can send an email at: ********************* Please make sure to include the documentation to support your claim of reoccurring charges. This information will help us investigate and resolve the issue more effectively.

• Initial Complaint

  Date:12/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 19 we used Super.com to pay for a hotel. They have been charging my son's debit card $15 a month fraudulently. I called after the first charge and the lady said we aren't signed up for their service and shouldn't be getting those charges. Last night we got another $15 charge. This is fraud. I don't know how to stop the charges and get a refund because they just say we shouldn't be getting those charges, but they can't stop it. Please close this company down. I'm sure I'm not the only person they're doing this to. My son uses this debit card for his payroll and many bills and shouldn't have to cancel his card just to stop them from scamming him. For my settlement I need a refund of $30 and the recurring monthly charges of $15 to STOP. The name on his card is *******************. It's a shame you can't go online and purchase a hotel room without being scammed every month after giving them your debit card number. Please see that this fraudulent practice is STOPPED. I have also contacted the *** and CA Atty ******** Nobody should be scammed in this manner.

  

  Business Response

  Date: 01/01/2024

  Hi *****,

  We apologize for any negative impression you may have formed about our service. 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. We cannot automatically sign you up. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ***********************************************************************************************************************
  
  
  We're here to assist you in the best way possible.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room with Super.com for the night of Nov. 3rd 2023. I paid Super.com in full in advance for the room. When I arrived at the hotel there were no rooms available and I was not even in their system as booked. The hotel manager stated that they had been booked full for nearly 10 days as there was a large event in town. I contacted Super.com customer service immediately via chat as I could not reach a person. No refund was granted and they have been passing me back and forth in the system with no resolution to the booking error that they made.

  

  Business Response

  Date: 12/31/2023

  Hi ****,

  We're genuinely sorry for the trouble you faced as the hotel was overbooked. 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.
  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.

  
  We value your cooperation and appreciate your understanding as we work to improve.

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited Super.com on 12/08/23 and booked a hotel room. When I was going through the booking process I specifically chose an option which allowed me to cancel the reservation and I paid $4 extra for that option. Immediately after paying for the booking I realized the date was not correct.When I reached out to support to change the booking date I was told that the booking could not be refunded or amended. Despite me trying to explain that I had selected a booking option with free cancellation and that I just needed to change the date, the support person refused to help me or refund me and kept asking if I needed help with something else.Since I made the purchase through PayPal I opened a dispute with Super.com there. That same day I received a text from Super.com which stated,"Hi there, we noticed you have filed a chargeback. Unfortunately as a result we have had to cancel your booking."On 12/11/23 Super.com messaged me on PayPal and stated, "Hi, ******, thanks for reaching out to us. Were you able to use this booking in question?"I replied the same day, "No. Your team cancelled the booking. I got a text at 10:38 am cst on Friday 12/8/23 saying, "Hi there, we noticed you have filed a chargeback. Unfortunately as a result we have had to cancel your booking." I'm just waiting for the chargeback."I received no further communication from Super.com.On 12/22/23 I received an email from PayPal saying that the case had been closed in favor of Super.com stating, "The case was closed in the sellers favor as you received the item or service from the seller." But I did not receive the service! They cancelled my booking and made it sound like they were going to issue a chargeback. And this all stemmed from them saying my booking was nonrefundable when I specifically chose the refundable option, and all I needed was to change the date of the booking. I want Super.com to refund me $78.76 for a booking that they themselves cancelled.

  

  Business Response

  Date: 12/31/2023

  Hi ******,

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.

  
  When booking a flexible rate, you are *********** a full refund if you cancel within the grace ******* regardless of the reason for cancellation. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, these are under specific conditions and the upgrade cost is understandably non-refundable.

  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************

   

  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 hope this clarifies the reservation policies for you. 

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 21045728
  
  I am rejecting this response because:
  

  1.) As stated in my original message I did select an option that clearly said Free Cancellation and then proceeded through the checkout process. If there was some issue after that then it was with your website and/or obfuscation of your policy.
  

  2.) The whole reason I filed this complaint was because your Chargeback team already gathered and submitted their information to PayPal and that information must have been incorrect. The case was closed and my claim denied because they said I had received the item or service. But your Chargeback team cancelled the reservation 2 days before the date of the reservation. How could I receive the item or service if you yourselves cancelled the reservation? You can't charge someone for a reservation you cancelled.

  Further, your team asked me within the PayPal portal if I had been able to use the booking and I told them the same thing I'm telling you here - No, because your team cancelled it. That was the last thing I heard about it until PayPal denied my case. So, incorrect information must have been provided by your Chargeback team to PayPal.

  Any updates or resolution are going to have to happen here because the case has already been closed with my financial institution (PayPal).
  

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

  

  Business Response

  Date: 01/12/2024

  Hi ******,

  Thank you for reaching out again.
  
  As explained earlier, since you've initiated the chargeback process, we no longer can take any action on this matter.  
  
  From now on,  any resolution or updates must continue through your financial institution. 
  
  Regards

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21045728
  
  I am rejecting this response because:

  Super.com has not provided me a guarantee that they will refund me and has instead only said their Chargeback team "will be gathering all supporting documentation and submitting it to
  the card processor for mediation."

  I was able to contact PayPal support and have the case reopened and they changed the case type to "Item not received" this will allow the Super.com Chargeback team to issue the chargeback.

  However, since the seller has not provided a guarantee here that I will actually be refunded for the booking they cancelled I do not want to close out this complaint until Super.com actually issues the chargeback and the money is back in my account.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/22/2023

  Type:Product 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 made and paid for a reservation for a Hilton stay via Super.coms app. Upon my arrival, ****** says the stay wasnt paid for therefore I had to pay again. Ive tried contacting customer service at ******************** with no contact. I would like to request a refund for bad business practice. If I pay for a stay via your site/app, pay that amount to the hotel. Its simple.

  

  Business Response

  Date: 12/31/2023

  Hi ********,

  We are 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.
  
  This matter has been escalated to our Support 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.

  In the meantime, we want to bring to your attention that we do not have a record of your contact attempts reporting this. Please note that we have a 24/7 Support team with live agents happy to assist.  Whenever you require assistance, please don't hesitate to contact the Support team. You can find all our contact details on both the app and the website:
  *****************************************************************************************************

  Customer Answer

  Date: 01/01/2024

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

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saw an ad on ******** for a website that is supposed to be a website where you play various games to earn real money and it advertises a ***** welcome bonus and upon entering your fist and last name and phone number it takes you to a page that in big letters says ***** welcome bonus will soon be yours and it asks that you enter in your debit or credit card info so they can then send you the ***** upon entering that information it doesn't send you ***** it tries to charge your card. Then it says below after you've entered your card information that you will be billed **** and only ***** a month after then below the big letters saying welcome bonus ***** it says they won't have any access to the card information you enter. I tried going out of ******** and Googling super.com and it takes you to that but only it's a site where you get cash back for all your daily purchases nothing about playing games for cash or a ***** welcome bonus.

  

  Business Response

  Date: 12/31/2023

  Hi ***, 

  We apologize for any negative impression you may have formed about our service. 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.

  Your welcome bonus should appear as a credit on your Super.com account within 30 days of your Super+ membership purchase. If you require assistance with please don't hesitate to contact our Support team by calling at **************, Monday-Friday from 8 AM to 7 PM ET.  You can send an email at: ********************!

• Initial Complaint

  Date:12/21/2023

  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.

  super.com facilitates booking of hotels. These reservations are non-refundable. This is an unfair policy. When there is an error (such as accidentally booking the wrong dates), the booking cannot be cancelled even if it is cancelled within minutes of the reservation and even when the reservation is weeks in the future. This is completely unfair. I cancelled my reservation accidentally booked for weeks into the future and received no refund, even though I called to cancel within a few minutes of the booking and received no services of any kind.

  

  Business Response

  Date: 12/31/2023

  Hi ********,

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

  Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. 

  
  If you have engaged in any direct communication with the accommodation,  through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request.
  Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.
  
  
  We hope we have clarified your doubts and concerns.