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:09/15/2023

  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.

  On 9/15/2023, I searched up the hotel I was looking to book via a search engine - either via pop-up, or other, I ended on their website. I called the number shows and made a reservation for the Hampton Inn in Cazenovia, reservation B_11141198. However, when I checked my card account, I see that I had been grossly overcharged. While I had been informed over the phone that the price was $260 something for the one night stay, I was instead charged $324.90 by them. I called the hotel directly to see what their pricing was for the night stay, and it matched what I had initially been told - $260something (INCLUDING taxes). I then called then immediately to get this resolved, and all I got was a bunch of run around - transfers to their "support team," and lastly being told that they could cancel the reservation, but I would receive NO refund. Afterwards, I checked online ********** and saw that something similar had happened to another family not that long ago. They are a SCAM and thieves.

  

  Business Response

  Date: 09/25/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11141198.
  
  We are truly sorry to hear that you had trouble with the reservation price. We understand your frustration and would like to address your concerns.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have already communicated with the hotel and they directed you to us for further assistance, we can proceed with your request only after receiving written confirmation from the hotel specifying the changes to be made.
  
  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. We apologize if our service did not meet your expectations on this occasion. We encourage you to review the Terms & Conditions on our website, as they outline the policies associated with your reservation and provide insights into the extent of our services.

  To expedite the process, we have escalated your case to our Amendments team, who will liaise with the accommodation to seek an exception on your behalf. They will be in touch with you promptly to update you on the progress.
  

  Regards

• Initial Complaint

  Date:09/15/2023

  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 whom it may concern,I am writing to file a complaint against Super Travel, a travel agency that I booked a hotel reservation with. I made a reservation for a hotel in ************* for $608.23 on 12/23/22, for the dates of 4/18/23-4/22/23. I canceled my reservation on 1/14/23, well within the cancellation policy, and received an email confirmation that I would be refunded within 3-5 business days. However, as of today, 9/15/23, I have not received my refund. I tried calling Super Travel several times, but they dismissed my concerns and said it was a "bank" problem. This is unacceptable and unprofessional. I have confirmed with my bank that no refund was attempted by Super Travel.I request that Super Travel issue me a full refund of $608.23 as soon as possible. I also request that they apologize for their poor customer service and misleading information. I have attached copies of my reservation confirmation, cancellation confirmation, and bank statements as evidence. If I do not receive a satisfactory response from Super Travel within 10 business days, I will escalate this matter to the appropriate authorities.Thank you for your attention and assistance.Sincerely,***********************

  

  Business Response

  Date: 09/25/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7922584.
  
  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 specialist team who will be reaching out to the travel partner to investigate what happened to the refund and will follow up with you as soon as possible.

  Regards
  
  
  

  
  

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20610632
  
  I am rejecting this response because: Super Travel has not still not refunded me, has not responded to my email in 4 days and gave me incorrect information. They gave me a trip number and told me to call Booking. I tried and the number was not recognized by their system. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/09/2023

  Thank you for your patience.

  Our Support team had contacted the travel partner on your behalf but they have informed that since you made the reservation through Booking is imperative that you contact them directly for information on the refund. As informed earlier today by one of our Superviors, Booking requires you to contact them directly and seek refund proof.

   

  Thank you for understanding

• Initial Complaint

  Date:09/15/2023

  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.

  On 5/12/23, I booked 2 nights (June 9-June 11, 2023) hotel at ******************************************************************* via Super Travel (booking B_9427087) and prepaid the full amount of $406.92.My mother had a stroke on 6/7/23 and I traveled from ** to MD to be with her. On 6/8/23 I contacted Super Travel and requested to cancel and be refunded. On 6/8/23 I also called the hotel directly and explained my situation and requested a refund. The hotel was very accommodating and said I could absolutely cancel my reservation. They also told me that SuperTravel was difficult to work with and if they denied my request for a refund to tell them verbatim:"I understand your following your policy but may I please speak to your supervisor. Please send me an email notification confirming a full refund and any penalty will be waived. If they say hotel won't cancel "How can I get a credit so I can rebook thru you?"On 6/8/23 I received the following email from SuperTravel:"Hi *******, I am **** from SuperTravel. I am reaching out because the hotel contacted us to let us know that they have approved a FOC Cancellation for your booking on 09 Jun 2023. We just want to confirm that you would like to cancel this booking."I responded via email on 6/8/23 and confirmed the cancellation.I heard nothing further from SuperTravel nor did I receive a credit. On BOTH 6/27/23 and 7/11/23, I emailed SuperTravel: "Please advise when I will be refunded $406.92. Thanks"On 7/23/23 I received the following email from SuperTravel:"Hi *******, It's ***** here from Super Travel. I am following up on your ticket for booking B_9427087. Unfortunately our travel partners denied confirmation for the free of charge cancellation and so we will not be able to process a refund. We understand this may not be the outcome you expected and want to reassure we did our best. Thank you for understanding."I called, online chat, and emailed SuperTravel numerous times requesting a refund and they have refused.

  

  Business Response

  Date: 09/25/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9427087.
  
  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.
  
  We are pleased to let you know that a full refund has been processed on September 21st and it usually takes 3 - 5 business days for it to get processed.

  Regards

  
  

  Customer Answer

  Date: 09/25/2023

  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:09/15/2023

  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.

  B_10659721. Check in 8-14-23 check out 8-15-23 ****** motel. Have asked the motel for a refund they said no. Room was infested with c*** roaches! Killed around 30 roaches, had front desk man remove my microwave from my room as roaches were coming out of the vents! Would not move me to another room. Front desk told me to sleep with the lights on to help with the roaches. IT DIDN'T!!! absolutely no sleep. Super.com should have never let me book this room. I ask for a complete refund $45.87

  

  Business Response

  Date: 09/22/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_10659721.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  

  Regards,

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20608870
  
  I am rejecting this response because: i have already reached out to ****** motel management as I have stated previously.  ************** gave me the run around and said sorry about your luck. It is your responsibility to hold your clients responsible for deplorable living conditions for which the health department should be contacted.  It is absolute robbery that you took my money in this booking and respectfully ask that you may issue my full refund as requested.  Thankyou 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/03/2023

  
  We're truly sorry to hear that your recent accommodation experience fell short of your expectations. We understand how important a comfortable and enjoyable stay is, and we regret any inconvenience you may have faced. 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.

  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. Unfortunately, we do not have the power to override their management's decision.

  We hope we have clarified your doubts and concerns.
  
  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20608870
  
  I am rejecting this response because: this was a nightmare booking that you have provided me. You have given me nothing but the run around, taking no responsibility whatsoever.  I find your unwillingness to help me with a resolution to my situation unacceptable,  and highly disrespectful 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2023

  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 a reservation for 9/5/23 to 9/5/7/23 & the booking# was ********. I checked out on 9/6/23 in the morning of 9/6/23. The Hotel @ ************************** issued a refund due to the problem we had with the room. The hotel submitted the invoice to show they adjusted the amount of the stay & emailed it to the customer service department for ********************. The hotel stated Super.com is the one that has to issue the refund. It is now 9/14/23 & still no refund. I was informed of broken promises that a supervisor would call back & that the refund would be issued. As of this day still no follow up nor a refund that was promised has been issued. I want this to go to the highest department that will issue this refund. I have had nothing but terrible experience with this *********** will never book through them again. Please help as soon as possible as this has caused a serious inconvenience.

  

  Business Response

  Date: 09/22/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11005627.
  
  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 is being looked at by our *********** team and you will get an update from them shortly.

  Regards

  
  

• Initial Complaint

  Date:09/14/2023

  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 reserved a hotel from Super.com on 9/9/2023 in the late morning/early afternoon. I arrived at the hotel at around 2:30pm. We had a wedding ceremony at 3:30pm, so we were in a hurry. The hotel had no record of our reservation. (we prepaid it) I contacted customer service, and they said someone would reach out within 20 minutes. They didnt, so then we were told to give another 5 minutes. We had to leave the hotel after waiting an hour and missing the ceremony. Someone called me and I asked for a refund, because the hotel only checks in until 10pm, and we wouldnt be back before 10pm. I was told a supervisor would have to call me or email me. I asked for a call, but I never received a call. I did receive an email, and they asked me to send an invoice. I responded to the email multiple times to ask what invoice. They never responded to my email. I called back in two days later, and asked for a refund. I was told that a supervisor would call me within 24 hours. Again no supervisor ever called. I called in a third time on 9/14/23 and I was told the hotel thought I booked with someone else, so I needed to send an invoice. (first that isnt their business... second we didnt go to another hotel or book with one.. We drove home) The woman told me that the only way to be refunded was for me to obtain a written confirmation from the hotel that I didnt have a hotel there. I told them I have waited so long, and wasted so much time. I purchased a reservation that they couldnt figure out how to get for me. It was not my problem that I couldnt check in... It was their problem. They should do the research to see if I wasnt able to check in. Not me. I still have not received a refund, and I was unable to ever check in. They are now trying to hide from me, and they are making it time consuming for me to get a refund.

  

  Business Response

  Date: 09/22/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_11060576.
  
  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 is being looked at by our *********** team who will follow up with you as soon as possible.

  Regards

  
  

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a vacation trip to ****** in January of 2023 with Super.com They confirmed the trip, I paid. The reservation was for the ******************************** al inclusive. Super.com reserved The ***********************, a hotel in the same complex but 2 levels lower and cheaper. I tried to get a refund since, and have not gotten any feedback after an initial customer service email stating I can get my money back if I provide proof in which hotel I stayed, which I did. Since then my emails are ignored.

  

  Business Response

  Date: 09/22/2023

  Hi ******,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  Summary of your case:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 09/24/2023

   
  Complaint: 20607085
  
  I am rejecting this response because:

  I have contacted Super travel via email and phone. The request they have to me I cannot fulfill. First a letter from the ********* I could not stray in the hotel I paid for. The hotel never got reserved by Super travel and and a lower category hotel next door of the same chain was reserved. Attached invoice shows I stayed at ***************, and I reserved and paid ************** (see attachment).

  They also want to know the price difference between the two hotels, which the hotel refuses to give me because it depend son the travel agency which have different rates and the time. They asked me to have Super Travel contact them for that, and I passed all info to Super travel with names and contact data. Super travel has since ignored mu emails, I sent approx 80 follow up emails.

  They are crooks and try to show that they are helpful when they are not. I paid for a hotel two categories above the one they reserved for me, and the attached data dhows where I stayed and what I reserved.

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

  

  Business Response

  Date: 10/03/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8058987 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:09/14/2023

  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.

  In March I purchased an airline ticket from Snap Travel - which apparently has become Super Travel. Unknown to me, Snap Travel gave my credit card info to a 3rd party - Booking Vault. The ticket was $2300. I received the confirmation from Snap Travel. The ticket was with *** airlines (formerly Alitalia.) I went to the *** website and my ticket was valid and I was even able to pick my seats. The booking, however, looked suspecious. My email address and DOB was wrong. There was also a return flight - I booked a one-way. I called *** and the agent assured me my ticket was fine. She also updated my email address and birthday. In July I received an email from Super Travel. Super Travel said it was formerly Snap Travel. The email stated that Booking Vault went out of business but my ticket should be fine. I immediately called *** and the agent assured me my ticket was in good standing. In August (my flight was scheduled for September 16) I received an email from *** stating that my ticket was cancelled and a refund was made to the credit card on file. Since I did not purchase the ticket directly, I called *** and the agent was not very helpful. I asked which credit card was the refund made. She said she could not tell me but it was made to the **** on file (I purchased the ticket with a Mastercard.) She told me to file a formal complaint with *** - I filed with both Super Travel and *** - neither could help. I contacted my credit card company and there is an ongoing investigation but the investigator is having a hard time. She contacted Super Travel and was told there is no record of my purchase even though I have the email confirmation with a Snap Travel confirmation. No one knows where my refund went. Super Travel (formerly Snap Travel) is responsible for the refund because that agency took my credit card info to purchase the ticket and gave my credit card info to Booking Vault who must have used a corporate **** to pay ***.

  

  Business Response

  Date: 09/22/2023

  Hi ********,

  Yes, you are correct, as part of our third party agreement, the Snaptravel logo is included on the booking page.  However, Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement, due to Bookingvaults inaccessibility.
  

  Regards

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20601002
  
  I am rejecting this response because:  I gave my credit info to Snap Travel (now Super) and not BookingVault.  Snap Travel passed on my credit info to BookingVault,  I believe Super Travel is responsible because that agency passed on my credit card info to a third party.  I would understand if I booked directly with BookingVault, but I did not.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 10/03/2023

  We understand how frustrating this situation must be for you.

  Please note that we did not pass card information as your purchase was made directly with Booking Vault.

   We appreciate your understanding of the situation and the frustrations you've faced due to the circumstances beyond our control. It's indeed regrettable that Bookingvault, the company through which your flight was booked, has ceased its operations. Please note that your booking was directly with Bookingvault, and as a result, Super Travel has very limited access to information regarding your Booking Vault reservation.
  As we previously communicated to all affected travelers, the best course of action in this situation is to seek assistance directly from the airline. Additionally, you may want to consider contacting your bank for assistance in obtaining a card refund or reimbursement, especially given Bookingvault's current inaccessibility.
  
  
  

  
  

  Customer Answer

  Date: 10/11/2023

  I do not agree with the response from Super Travel.  I purchased my ticket thru Snap Travel - not BookingVault.  (Snap Travel became Super Travel.)  All of my correspondence was with Snap Travel.  I gave my credit card info to Snap Travel who - in turn - gave it to a shoddy agency to purchase my ticket.  This would be like me giving my credit card info to a shopping service.  The shopping service passed it on to a grocery store.  I am later notified that the grocery store used my card and then went out business - leaving me with no groceries and keeping my money.  Who would be responsible for refunding me?  I believe the shopping service would be since they provided my credit card info to a 3rd party.  All correspondence I had regarding the purchase of the ticket was from Snap Travel.  I never received an email from BookingVault.  Let me know if this is moot point.  Even if it is, please post my response on your website.  

  Thank you,

  ***************************

  

  Business Response

  Date: 10/17/2023

  Closed.

• Initial Complaint

  Date:09/14/2023

  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.

  0n 9/9/2023, I went to a website representing itself as Travel Lodge North ******* ************. I chose the option to book 1 room with 2 beds for 7 nights, and selected the additional charge option for a no penalty early checkout or cancellation. It was unclear how long Id be in ******* on business. I secured the room with my credit card. Little did I know that Reservation Stays had somehow hijacked my booking by pretending to be the hotel. I found out later (when I checkout after staying 2 nights) that the additional option I had chosen for no penalty early checkout or cancellation was also fraudulent. I checked in on 9/9/2023. The conditions at the hotel were very poor although the lady working the front desk was very nice. I stayed the nights of 9/9 and 9/10. The conditions were so poor that I checked out on the morning of 9/10. I was told by the lady at the hotel that she had only charged me for the two nights; however, she said, the room had been booked through Expedia so Id need to call them to ensure my credit card was not charged for all 7 days. This was a complete surprise to me because I thought up until this point that I had booked directly on the hotel website.I called Expedia and they had no record of my reservation. I then looked at my credit card account and found $1311.91 had been charged to my card by Reservation Stays. I attempted to call their phone number and was not able to reach anyone. I was able to locate an email for them. I emailed Reservation Stays and advised them I had only stayed two nights because of the very poor conditions and that I would like the 5 days that I would not be staying refunded. I received a response stating I would need to discuss the conditions at the hotel with the hotel. My request for a refund for the nights I didnt stay was ignored. I then received an email stating my inquiry had been closed by Reservation Stays. I emailed them again to request a refund and did not receive a response.

  

  Business Response

  Date: 09/20/2023

  Hi ********,
   
  Thank you for reaching out to us about your reservation B_11067165.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards

• Initial Complaint

  Date:09/13/2023

  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.

  on 08/27/23 made a reservation on super.com. arrived on 09/01/23 arrived at hotel check in 03:00pm. Desk guy stated he had no reservation or any rooms. after a hour of talking with super.com they sent me another check in number same hotel and it did not work because there were no rooms. after another hour of talking on the phone and waiting for a total of 2 hr we had to drive after driving 10hr drive to a new hotel an hour away there last room. Super stated they would not refund my money when i requested it on the first phone call. they called back stated they would send a refund when I sent the receipt in I did 2 times they refused the receipt. This has nothing to do with that I paid for a room they did not deliver.

  

  Business Response

  Date: 09/22/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10784115.
  
  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 follow up with you as soon as possible.

  Regards

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20599838
  
  I am rejecting this response because: I have received 2 emails stating they closed the case.  I emailed what they asked for and they refused it the urgent response people.   This response is just a ploy to delay it more.  I am not willing to be on the phone again becouse every time they transfer to another person it is 20 minute wait.  Other than a response of full refund or more this will not be closed.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2023

  
  It is noted that our Support team was able to resolve this issue. Please see the refund receipt attached.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 10/04/2023

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