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:12/21/2023

  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.

  I have booked hotels from Super.com for ******.Hotel 1: dec17-19 reservation No B_11358941 Hotel 2:dec19-24 reservation No B_11141746 I fell sick on night of 15th and went to doctor on 16th morning, where doctor suggested i should not fly for 3-4 days, so i had to cancel my trip. On calling super.con they mentioned they can try to negotiate with hotels for refund but they first need to cancel, so they canceled the hotels.I also called hotel2 in parallel and mentioned them situation, so they said they can refund but as it is booked through super, they need to request, i can't directly request.Super.com took few days and came hotel just rejected request for refund and they closed the case. Hotel2 was already far from booking date and they mentioned they will allow cancelation but response from super.com was completely different. I didn't use any of the days of my booking stay which they canceled as well, so i am requesting refund for the same.Attached doctor's note as well.Thanks.

  

  Business Response

  Date: 12/31/2023

  Hi *****,

  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: 01/01/2024

   
  Complaint: 21044119
  
  I am rejecting this response because: It doesn't have any resolution in message, it just says they are looking in to it like support team message.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/12/2024

  Hi *****,

  Thank you for reaching out again.

  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
  
  

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21044119
  
  I am rejecting this response because: refund only happened for one reservation of 2 days, second reservation never refunded this is the details Of transaction.

  Dec19-24 reservation No B_11141746

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

  

  Business Response

  Date: 02/13/2024

   

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21044119
  
  I am rejecting this response because: I haven't received any refund or communication for this transaction with Confirmation Number: B_11141746 Hotel: ****************** Dates: Dec19-24. Amount $995.
  
  Sincerely,
  
  ***********************

• 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.

  The third party hospitality group, Super.com, is withholding a $50 refund from me for a reimbursement that the hotel sent on November 28, 2023. They sent it directly to Super.com whom should have sent it to me, but are refusing.

  

  Business Response

  Date: 12/31/2023

  Hi *******,

  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. We want to provide some insights into our process and how we can best assist you:
  Please know that as a third-party booking service, we are not directly responsible for the standards of the hotel, the availability of amenities, or the behavior of the staff. However, we completely understand how these aspects can greatly impact your stay.
  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, 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.

• Initial Complaint

  Date:12/20/2023

  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.

  A month ago, we booked a three-night stay at ************ through a third-party company, super.com. However, upon our arrival for check-in on December 19th, the hotel staff informed us that they couldn't find our reservation and made us wait nearly an hour at the front desk. They claimed that super.com is not an affiliated partner, which nearly left us homeless and without a place to go. During this time, we were actively trying to contact super.com, but the company refused to issue a refund. They insisted that our order had been confirmed through their website, so a refund was not possible. Instead, they advised us to contact their urgent care team for assistance with the hotel. Despite waiting an entire day, we received no contact from their team, which resulted in our inability to check in the following day as well. I have reasonable suspicion that this might be a fraudulent act.

  

  Business Response

  Date: 12/29/2023

  Hi yusen,

  Thank you for reaching out to us about your reservation B_11955265 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.

  We're genuinely sorry for the trouble you faced with your reservation. 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  Booking.com, Priceline, Expedia, Hotels.com, etc... as well as wholesalers to get you the best rates, and we pride ourselves on our access to exclusive deals.
  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, refunded and compensated
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:12/20/2023

  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.

  Booked a hotel on Super.com on 12/19/23. The site said a refund was available on or before 12/21/23. Decided to cancel the booking at that hotel and switch to another. After going to cancel the site said an instant refund is available in credits. Tried to book another hotel but no credits on the account. The site said at checkout credits are only available if I have a smartphone to download their app. I don't have a smartphone. Contacted them because I need my money immediately and can't afford to pay for two hotels. Called them and they said the only way to get an immediate refund is to download the app which I can't. I asked my daughter to download the app as she has a smartphone. The app doesn't work. It downloads but doesn't load when opened. It's frozen at the logo screen. Told ******* about the problem and they just apologized. Asked to speak with a supervisor about getting my money back immediately as their only option was a broken app and they gave me the run-around. This is affecting my ability to travel for the holidays. I will be taking legal action if necessary and I don't expect this to be resolved through BBB.org in a day but I want everyone to know they are a scam site.

  

  Business Response

  Date: 12/29/2023

  Hi Georgia, 

  We appreciate your feedback and sincerely apologize for the inconvenience you faced. Rest assured, we are not a scam site; we have been featured in reputable publications such as The New ************************************ Conde Nast, and more.

  
  We understand the frustration with the app-related challenges and the impact on your holiday travel plans. We're sorry that our Support agents weren't efficient in explaining how you could rebook using the credits already in your account.
  Upon review, we can see that you were able to successfully use your credits and rebook for reservation B_12443281 at the ***************** & Suites - *********** - ***************.
  We're here to assist you further if you have any additional concerns or if there's anything else we can do to enhance your experience.

• Initial Complaint

  Date:12/19/2023

  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 was charged on my credit card today, 12/18/2023. I did not do any business with this hotel. I want it off my card. Sneaky thing going on. I will report to BBB if not off my card quickly!

  

  Business Response

  Date: 12/29/2023

  Hi *******,

  Thank you for reaching out and letting us know about a charge that you don't recognise. We'd be happy to take a look. Kindly share the Order ID or an email address associated with your Super account.

  Regards

• Initial Complaint

  Date:12/19/2023

  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.

  For the following: B_11011713 Refund Application Reference: 49F135F4 Refundable.me keeps telling me that my refund has been processed and approved. However, I have not seen any sign of a deposit and this is very frustrating. Please expedite my refund for $2,275 for this booking as I was told this was approved. My hotel stay was never cancelled as I was there. You can even call ******* and verify I stayed there Dec ****. I had to re-check in. Nothing was cancelled. Please approve my refund application and refund me directly via direct deposit. The details for my direct deposit are in the application.

  

  Business Response

  Date: 12/28/2023

  Hi *******,
   
  Thank you for reaching out to us about your reservation B_11011713.
  

  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: 12/28/2023

   
  Complaint: 21028720
  
  I am rejecting this response because:

  I never filed a chargeback they have it wrong  just please send me a check with the money  

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

  

  Business Response

  Date: 01/10/2024

  Hi *******,
   
  Thank you for reaching out again.
  
  We do see that you've initiated the chargeback process and we no longer can take any action on this matter.  
  
  As explained earlier, 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: 01/11/2024

   
  Complaint: 21028720
  
  I am rejecting this response because:

   

  I spoke to the financial institution and your chargebacks team and Refundable.me they are all saying no funds or anything came to me. I even proved that to one of your managers. Please send me a check for the amount of the refund. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/19/2023

  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.

  I booked thru them for Hyatt house hotel for the date 12/15/23 -12/18/23 thru super.com for ******* medical center, as I was visiting from *******. Arrived at the hotel only to be told they sent the reservation booking to the wrong hotel! Theres a Hyatt house and Hyatt place in the same vicinity! My reservation/confirmation showed Hyatt house but they booked Hyatt place erroneously!! It wasnt what I booked nor confirmation showed! Got the ** of hotel involved because I was there with about 8 other people for a birthday! He confirmed the error & was able to advise their affiliation Expedia booked Hyatt place and not Hyatt house on their behalf and provided them the secondary booking confirmation # they used! It was only then did they confirm their error! Claim it was being sent to an urgent team to be resolved! The ** advised Id have to book a separate room directly thru them- Hyatt house & just get super.com to cancel their reservation in which Id get a refund! I did just that which cost me $478 plus $150 incindental so an extra $650 !! I was told that super was reaching out calling Expedia to confirm and cancel & to send a copy of the hotel invoice I paid! I sent that immediately on Friday 12/15! I emailed a total of 7 times from 12/15 thru 12/19 total of 5 days! Initially was told it would be worked Friday! Then they were working Saturday on it urgently, emailed Sunday and Monday no response! The email Friday indicated resolution no later than 72 hours! Its been 5 days! This was their error! Which was confirmed! ***** confirmed super did not cancel & has me showing as a No Show! Its Christmas and I dont have that kind of money and I need my refund asap! Ive asked for corporate and managers 8 times! Ive called about 9 times in 5 ********* told tickets are opened and the urgent team is working on it!! Nothing has been done not happened! I want my refund NOW!!

  

  Business Response

  Date: 12/28/2023

  Hi *********,
  
  Thank you for taking the time to share your thoughts on your recent experience. Providing excellent customer service is a top priority for our company. We understand the concerns of hotel quality with your most recent reservation. Please understand that, as a third-party booking site, hotel quality is something that is beyond our purview and it is best to take up these issues directly with the hotel as it is their responsibility to make sure your stay is comfortable. However, we've implemented procedures to minimize such 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:12/18/2023

  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.

  My husband and I got scammed out of $275 the week before Christmas. I used a virtual card with Affirm to prepay the reservation through super.com. When the hotel tried to finalize the authorization, the virtual card didn't work because super.com had maxed out the authorization amount of $275. So I had to satisfy my bill with another form of payment, and the virtual card was not used. Hotel manager spoke with someone in customer service, letting me know that they had gotten their money from me but that it is super.com's responsibility to refund the $275, since that money was never used. I told them expect to have my money back before the end of the week. The hotel charged me for my stay on another card. When requesting my refund from super.com, I had attached a picture of the printed receipt, as I did not get an invoice. We arrived at 4:00 a.m. on Sunday morning, so the hotel charged us for one night. Since I already paid them with a different card in person, the virtual card I used to book the reservation in advance was never used. The hotel did not receive that money, so super.com is the only one who got paid. I also was unable to get a refund via Affirm, as they said that the merchant, super.com, had to initiate the refund. Now I am on the hook for the $275 I never used.

  

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_12379140 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:12/18/2023

  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.

  Booked a ********* Super.com on 11/10/2023 I called the hotel a few days prior to arrival, hotel did not have my reservation. I next called Super.com to inform them, they told me sometimes the reservations does not show up until closer to booking. I kept checking with the hotel, they never had my reservation all the way to the time I checked in with a new booking. The whole time I was calling Super.com every day telling them what has happened, they kept telling me someone would get back to me and that my resevration would be in the hotel system when I checked in. It never was. I been trying to get a refund from Super.com since I had to book the hotel room through the hotel chain directly. Super.com has not been responsove for 2 weeks. On 12/18 I got a call saying they are working on my case but still can not just refund me.

  

  Business Response

  Date: 12/28/2023

  Hi ****,
  
  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.
  
  
  We're genuinely sorry for the trouble you faced with your reservation B_11987731 at the ***************************.
  
  
  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 as a refund had already been issued on 12-19-2023.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  

• Initial Complaint

  Date:12/18/2023

  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.

  Initially reservations were made for a trip to my nieces wedding. Booked in June, 2023. In December 2023 I received an email from Supertravel, telling me that booking was cancelled "TECHNICAL ERROR ON RATE". I don't even know what it means. No offer for additional money, or change a room or anything was offered to me. I had to rebook, and it cost me $450.00 out of pocket more to pay for this trip. My relative had the same thing done to her, and she had additional $517.00 out of pocket to pay. They refunded the initial amounts we paid, I paid $2100 and ********************* ***** paid $2467.88 but didn't offer anything in exchange.

  

  Business Response

  Date: 12/27/2023

  Hi ******,

  We have already responded to ******'s complaint on the same issue. We have explained the rate issue and also mentioned next steps. Kindly get in touch with ****** in case you have further doubts.

  Regards