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:07/31/2025

  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.

  Hello, i was charged $15 from my bank by the super.com website. Ive never heard of that until now after i see that they are a scam, ive never signed up or had a subscription to that website. I want my money back.

  

  Business Response

  Date: 07/31/2025

  Dear Llayah,

  Thank you for reaching out to us and bringing this to our attention. We truly appreciate the opportunity to clarify the situation and assist you.
  
  The Super+ membership is an optional subscription that offers a variety of exclusive benefits, such as discounted rates and cashback opportunities. The membership generally requires specific authorization to activate when interacting with our platform.
  
  After reviewing your account, we have cancelled the subscription to ensure that there will be no future charges. While Super+ membership charges are usually non-refundable, we've made a one-time exception and processed a refund of $15 to your original payment method. You should see the refund reflected in your account within the next 3 to 5 business days.
  
  If theres anything more we can do for you, or if you have any questions, please dont hesitate to reach out. Were here to support you and ensure your experience with us is positive going forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/31/2025

  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 have a charge on my bank card from this company in which I've never heard of. I never approved this transaction, and give permission to take money from the bank account.

  

  Business Response

  Date: 07/31/2025

  Dear ******,
  
  Thank you for getting in touch and bringing this to our attention. We completely understand your concerns, and we're here to help clarify things for you.
  
  The Super+ membership is an optional subscription that offers various benefits, including discounted rates and cashback opportunities. It's generally activated through customer authorization during interactions with our platform.
  
  I want to reassure you that we have located your subscription and have cancelled it to prevent any future charges. Your information is managed with the utmost care, and we've made sure everything is up to date.
  
  While Super+ membership charges are typically non-refundable, we've processed a refund of $15 as a one-time exception. You should see this refund reflected in your original payment method within the next 3 to 5 business days.
  
  If there's anything more we can do for you or if you have any questions, please feel free to reach out. We're here to support you and make sure everything goes smoothly.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23679713
  
  I am rejecting this response because:

  This was a fraudulent scam. I've never seen this company website. I've never sign up for any subscriptions. The apology can't stop them from continuing this behavior,  and using my bank information without any explanation. This must stop.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/01/2025

  Dear ******,
  
  Thank you for following up with us and sharing your concerns. We genuinely appreciate your feedback and understand the importance of addressing this matter.
  
  We have taken steps to ensure that your Super+ membership is cancelled, preventing any future charges. The refund of $15 has been processed, and you should see it reflected in your account within the next 3 to 5 business days. We want to assure you that your information is handled with the utmost care and security.
  
  Please know that your feedback is valuable to us, and we are committed to enhancing our processes to ensure transparency for all customers. We appreciate your understanding and patience as we work to provide a positive experience for everyone in our community.
  
  If you have any further questions or need any additional assistance, please do not hesitate to reach out. Were here to help and support you in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23679713
  
  I am rejecting this response because:

  As of now, I would like this to be posted on the BBB website for others to be  on notices for unauthorized transactions. I've haven't seen a refund reflecting the bank account.  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 08/05/2025

  Hi ******,
  
  Thank you for your continued communication. We understand your concerns and want to ensure you have all the information you need regarding the refund process.
  
  We have processed a refund of $15, which should be reflected in your bank account within the next 3 to 5 business days. To assist further, I've attached the receipt of the refund transaction for your reference.
  
  Please rest assured that we take your feedback seriously, and we are committed to ensuring all processes are clear and secure for our community. Your feedback is instrumental in helping us improve, and we value your patience as we work to enhance our services.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. We're here to support you and address any concerns you may have.
  
  Thank you for giving us the chance to resolve this matter for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/30/2025

  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've never spent money with this business and yet I have a charge on my account from this business. I either need an explanation of charges or a refund and notice that my information that was illegally obtained has been removed.

  

  Business Response

  Date: 07/31/2025

  Dear ********,
  
  Thank you for reaching out and giving us the opportunity to assist you. We truly value your feedback and are here to help clarify and resolve your concerns.
  
  The Super+ membership is an optional subscription designed to provide exclusive benefits such as discounted rates and cashback opportunities. Generally, it is activated through customer authorization when interacting with our platform.
  
  Im pleased to let you know that weve located your subscription and have already canceled it to ensure there are no future charges. Rest assured, your information is managed with complete care and has been updated accordingly.
  
  Although Super+ membership charges are typically non-refundable, weve processed a refund of $15 as a one-time exception. You should see this amount reflected in your original payment method within the next 3 to 5 business days.
  
  If there's anything further we can do for you or if you have any questions, please don't hesitate to reach out. We're here to support you and ensure everything goes smoothly.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

  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:07/30/2025

  Type:Service or Repair 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.

  Hidden membership included somewhere in hotel booking. Charged $15 for a membership I did not want and did not intentionally sign up for, likely hiding it somewhere in the fine print of the initial booking.

  

  Business Response

  Date: 07/30/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify and address your experience.
  
  It seems you signed up for our Super+ membership while booking through Super.com. This membership offers you the best available rates and includes perks like cash back on travel, cash advances, and other earning opportunities. The Super+ membership is an optional service and requires confirmation at checkout.
  
  After reviewing your account, we can confirm that the membership has been cancelled to prevent any future charges. While Super+ membership fees are typically non-refundable, we have processed a refund for $15 to your original payment method as a one-time exception. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  If there's anything more we can do for you or if you have any questions, please don't hesitate to reach out. We're here to support you and ensure your experience with us is positive and rewarding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/30/2025

  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:07/30/2025

  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 motel room online with ***********,, super.com ended up billing for the room. Then a week later super.com charged 15 more dollars long after my motel stay, so I blocked super.com from being able to charge my card any further, they attempted to charge me multiple times unsuccessfully. Then several weeks later out of the blue they charged my card for 30 dollars, this time under Super+super.com, ************ operates under several other names as well. Someone needs to do something about this. Your attention to this matter is greatly appreciated.

  

  Business Response

  Date: 07/31/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to clarify things for you and ensure your concerns are addressed.
  
  The Super+ membership is an optional service designed to offer exclusive benefits such as discounted rates and cashback opportunities. Upon reviewing your account, we were unable to locate a Super+ membership subscription linked to the contact number and email address you provided.
  
  To resolve this matter, we've escalated it for further review. Our support team is actively trying to reach out to you, requesting the details of the account that was debited, so we can assist you effectively.
  
  We genuinely appreciate your patience and understanding as we work to resolve this situation. If there's anything more we can do or if you have any additional questions, please don't hesitate to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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 have a **** gift card that was used to make a fraudulent booking on super.com. I did not make the booking. I called super.com and they told me that the bank, aka the gift card issuer, has to refund the money. I received a text message on Thursday, 7/24 regarding "my" booking for *********** **********************. I called the hotel to cancel, as I did not make the booking, and they did. They put notes in the cancellation that it was fraud and to refund my money. I then reached out to super.com with this information as the booking was made on their website. I told them that it was fraud, which ***** notated, and that they needed to initiate a refund. They told me that since it was fraud, it needed to be initiated by my bank. I told them that it was a gift card, not a bank, and they told me to reach out to the gift card company. Super.com also told me that since it was a "non refundable booking" that they could not refund it. But, I did not make the booking. I also cancelled the reservation so the hotel could rebook the room to someone else. I also made it clear that if they were able to initiate a payment, then they could initiate a refund and that they are operating in poor taste in a situation where someone's card was stolen.The gift card company said that they can not refund the money because the person that initiated the payment, super.com needs to refund it. Which makes sense. ***** was willing to help me, however, since they did not process the payment, they did not have the money for it to return back to me. This is completely on super.com and they are refusing to refund a fraudulent booking.

  Customer Answer

  Date: 07/29/2025

  I have a **** gift card that was used to make a fraudulent booking on super.com. I did not make the booking. I called super.com and they told me that the bank, aka the gift card issuer, has to refund the money. I received a text message on Thursday, 7/24 regarding "my" booking for *********** **********************. I called the hotel to cancel, as I did not make the booking, and they did. They put notes in the cancellation that it was fraud and to refund my money. I then reached out to super.com with this information as the booking was made on their website. I told them that it was fraud, which ***** notated, and that they needed to initiate a refund. They told me that since it was fraud, it needed to be initiated by my bank. I told them that it was a gift card, not a bank, and they told me to reach out to the gift card company. Super.com also told me that since it was a "non refundable booking" that they could not refund it. But, I did not make the booking. I also cancelled the reservation so the hotel could rebook the room to someone else. I also made it clear that if they were able to initiate a payment, then they could initiate a refund and that they are operating in poor taste in a situation where someone's card was stolen. The gift card company said that they can not refund the money because the person that initiated the payment, super.com needs to refund it. Which makes sense. ***** was willing to help me, however, since they did not process the payment, they did not have the money for it to return back to me. This is completely on super.com and they are refusing to refund a fraudulent booking.

  Sent from ******* ******* (*************************************)

  

  Business Response

  Date: 08/01/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of resolving this matter promptly and appreciate your patience throughout the process.
  
  I want to assure you that we have escalated your case for further review. After speaking with the hotel directly, we have successfully secured a refund for your booking. We have processed a refund of $207.83 to the original payment method you used. You should see these funds reflected back on your card within the next 3 to 5 business days.
  
  If there's anything more we can do to assist you or if you have further questions, please don't hesitate to reach out. We're here to support and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through there site they over booked and did not communicate with hotel or me i tried to resolve situation by asking for refund but they refused to call hotel check availability or look into situation at all it cost me $87 for first hotel then extra 110 for second hotel

  

  Business Response

  Date: 08/06/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of having a seamless travel experience, and we're here to assist you further.
  
  After reviewing your reservations, we have looked into both bookings. Regarding your reservation at Super 8 By ************************************** (B_20237629), we have reached out to our travel partner to investigate further. They have requested you provide the name of the person at the hotel who informed you that the hotel was overbooked, as this information will help us reassess the situation effectively.
  
  For your second booking at *********** ******-*********** (B_20237975), we understand that you were able to utilize this reservation, and therefore, a refund for this booking cannot be processed.
  
  We're committed to helping you navigate this situation and ensure a satisfactory outcome. Please let us know if there is anything else we can do, or if you can provide the information requested, so we can continue assisting you effectively.
  
  Thank you again for your understanding, and we look forward to resolving this matter for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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 am filing a formal complaint against Super.com (also doing business as Super+) for continuously charging my bank account $15 per month since December 2024 without my consent, knowledge, or any legitimate business relationship.I never signed up for any membership, subscription, or service with this company. The charges show up on my account as SUPER+ **************, and I only discovered them after noticing unusual activity in my bank statements. Upon further investigation, I found many similar complaints from other consumers, describing the exact same pattern: unclear sign-**** hidden fees, and an almost impossible cancellation process that goes through an automated phone system with no human ********** make matters worse, I found out that this company was previously operating under the name **Snapmoney Inc.** and now uses **Super.com** and the *** **Super+**, most likely to hide its tarnished reputation and continue deceptive practices under a different identity. It is very suspicious and unethical to rebrand and launch a new *** while maintaining the same shady behavior. This is a classic tactic used by companies that are trying to escape a bad reputation.This is theft. This is fraud. This is a scam. And it's happening on a monthly basis to hundreds of people.I demand:1. A **full refund** of all unauthorized charges from December 2024 to today.2. Immediate **cancellation of any so-called membership**, which I never agreed to.3. Written **confirmation that no future charges** will be attempted on my account.I am also notifying my bank and requesting that all future transactions from this entity be blocked permanently.Super.com may be BBB-accredited, but its business model is deceptive and harmful to the public. They are using rebranding to cover up and continue dishonest practices. I urge the BBB to take appropriate action.Sincerely, ****** *****

  

  Business Response

  Date: 08/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We genuinely appreciate the opportunity to address this matter and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits and savings. It's typically activated with explicit consent during the sign-up process. We understand your concerns and want to assure you that we are committed to resolving this matter promptly.
  
  At present, we have not been able to locate a subscription linked to the contact number and email address you provided, which are usually required for sign-up. We have escalated this matter for further review, and you should have received a follow-up email from our support team requesting additional information that can help us locate the subscription.
  
  We encourage you to reply to the email from our support team at your earliest convenience. Your cooperation will help us ensure a swift and effective resolution.
  
  Thank you for your patience and understanding. If you have any additional questions or need further assistance, please feel free to reach out again.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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.

  My experience at ****** Wydhman HintonI am writing my experience about ****************************************** , (26/07/2025)we travelled from ******* to ****** by road and we hoped when we reach here we can have our beds to lay down when we book through super.com they charged money from our credit card and they send confirmation to our emails and phone 25/07/2025, **** .no one contacted us about cancelled booking. But unfortunately when we reach here reception people is saying your room is cancelled and you dont have no rooms here . We had two little kids with us they are really tired too . These people is really rude to us and not even showing an empathy towards us , what is our fault as a consumer or as a customer?, what we have to do in this kind of situation? Travel back to where we came or sleep in our car with this two little kids ? This is a mistake from hotel or their partner website .even they send a message 12 hours before about this cancellation we had some options but at your hotel counter this was a shocking and surprise reply from hotel receptionist , this is totally unacceptable behaviour and we were really calm about it but the workers was rude to us .super.com and Ramada wydhman both businesses was responsible for our situation finally we ask the hotel reception to call manager on duty they said they dont have the number she is off duty , finally we ask them to call police to settle down they called police and they came we explained our situation after we got room for 118$ for night .6:30 pm to 9:30 we were stuck in the lobby with our little kids

  

  Business Response

  Date: 07/29/2025

  Hi *********,

  Thank you for reaching out to Super.com and sharing your experience with us. We understand the importance of having a comfortable place to rest, especially when traveling with children.

  Weve reviewed the communication between you and our customer support team regarding your ******************** at **********************************. We understand the unexpected situation you encountered, and we believe the hotel staff should have provided more empathy and courtesy.

  In light of the above, we have processed a refund of $106.99 to your Super.com account, and the credits are available for immediate use towards any future booking you choose. To utilize these credits, please download our app and redeem them at checkout for your next booking. Additionally, we have successfully canceled your Super+ membership and refunded the $15 fee.

  We are always here to help, and if you have any further questions or need assistance, please feel free to reach out. Your positive experience is our top priority, and we look forward to providing you with a smoother experience in the future.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/28/2025

  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.

  Complaint: Bait and Switch by Super.com Incorrect Room Booking and Refusal to Cancel.On 7/27/2025, I booked and paid $1,150.56 on my ************** for a Presidential Suite (1 King *** with Sofa *** and Jetted Tub) at the Courtyard by ********************** through Super.com, for dates 7/308/3.Shortly after booking, I called the hotel directly to confirm the reservation. They informed me that Super.com had only booked a Junior Presidential Suite, not the full Presidential Suite I paid for.I contacted Super.com within an hour of the booking via chat and phone (spending over an hour on the call). The representative confirmed the error with the hotel, escalated it for cancellation, and told me I would receive an email within 24 hours.After more than 30 hours with no response, I called again and was told there was no record of my previous request. I spent another hour on the phone, was again promised they would take care of me, but was told they could not process a cancellation because their system was down. They advised me to speak to the hotel directly upon arrival, even though the hotel had already confirmed that the booking is for a Junior Suite and that I would need to pay an additional $1,000+ per night to upgrade.This is a classic bait-and-switch. I paid for a Presidential Suite but was booked in a much lower-tier room worth roughly one-quarter of what I paid. Super.com has refused to cancel the reservation or release the funds, despite not fulfilling their end of the agreement.I am requesting:Immediate cancellation of this reservation.Release of the $1,150.56 authorization/charge so I can rebook elsewhere.Super.coms conduct is misleading, violates consumer protection laws, and has caused significant stress and financial inconvenience.

  

  Business Response

  Date: 07/29/2025

  Hi ****,

  Thank you for reaching out to Super.com and sharing your experience with us. We understand the importance of ensuring that your booking reflects exactly what was requested and appreciate the opportunity to address your concern.

  Your case has been escalated to our internal support team, who have conducted a thorough investigation in collaboration with our travel partner. We reached out to the Front Desk at the Courtyard by ********************** and can confirm that the room type you booked is correctly reflected in the hotel's records. The room includes a King bed, a sofa bed, and a Jacuzzi, which aligns with your original booking. The difference lies solely in the naming convention between "super" and the hotel.

  We are committed to making your experience a positive one and will continue to work with both you and the hotel to ensure everything goes smoothly during your stay. Should you encounter any other questions or need further assistance, please feel free to reach out we're here to help!

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23667514
  
  I am rejecting this response because: As you can clearly see in the attached screenshots, the room I paid for does NOT match the inferior room you booked at the hotel! I paid for the ************ suite, and you booked me for a Jr. ************ suite. The screenshots clearly show thaty ************ suites are available at the hotel, but you booked me in a lower tier room worth a quarter of what I paid for. This is like buying a ***, but trying to deliver a ***. It's called Bait and Switch and it's illegal in both the ** and ******! The facts are clear and indistputable,cancel my reservation since you refuse to properly fulfill it and refund my money!
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/30/2025

  Hi ****,

  Thank you for reaching out to Super.com again. We genuinely appreciate your feedback and the opportunity to address the situation.

  We have reviewed your booking details and understand your expectation of staying in a Presidential suite. After speaking with the Front Desk, we were provided with confirmation that the room type you booked on the website which includes a whirlpool/jetted tub, is indeed the same as what is being provided to you and what you paid for.

  As a gesture of our appreciation for your understanding, were delighted to offer you a 10% bonus in Super Travel Credits. These credits have been added to your account and are ready to be used on your next exciting adventure with us.

  We value your trust and are committed to making your experience a positive one. Your satisfaction is our priority, and we hope to continue serving your travel needs with excellence.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23667514
  
  I am rejecting this response because: Super knows they are different room tiers and is still offering the choice between Presidential ***** and *********************** Despite my selecting and paying for the Presidential *****, they only booked me in the Junior suite! You are well aware they are different room tiers. I have also spoken to multiple people at the front desk including management who confirmed they were separate room tiers with almost $1000 price difference. Although they may both have a king bed and sofa bed, the Presidential ***** is a much larger full suite with a separate sleeping area, while the Jr. ***** is just a studio suite without a separate sleeping area. The attachments from YOUR website clearly show you are offering BOTH options, but booked me at the lower tier. Classic bait and switch!
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/01/2025

  Dear ****,
  
  Thank you for your continued patience and for reaching out to us again. We genuinely appreciate your feedback and the opportunity to address your concerns.
  
  Upon investigating your case thoroughly, we have verified that the room category booked was accurately reflected in our records and matches what the hotel provided. The suite includes features like a King bed, sofa bed, and a whirlpool tub. It's important to note that the rate paid corresponded to the Junior Presidential Suite, as opposed to the full Presidential Suite, which is offered at a higher rate by the hotel.
  
  As a gesture of goodwill, we have provided a 10% credit to your Super.com account. Since the hotel has decided not to approve any changes or refunds, we are unable to make further adjustments. Our role is to facilitate bookings based on the terms set by our travel partners, and we do not have the authority to change their decisions.
  
  We hope this explanation clarifies the situation. While this will be our final response and we consider the matter closed from our side, please feel free to reach out if you have any further questions or future travel needs. We're here to ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team