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:11/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had over $230 in store credits with dailysteals.com. However, recently super.com bought dailysteals.com and i was told by dailysteals customer service to contact ********************** directly about this due to the acquisition. I contacted super.com and they acknowledged that they will resolve this issue. Its been over a month now since i have contacted them and sent multiple follow up emails and have not received any response. I even tried calling their phone number and they have asked me to correspond by email to reach the supershop department in super.com. I have a record of all the emails and responses between myself and super.com.I am hoping they resolve the issue at the earliest.

  

  Business Response

  Date: 12/07/2023

  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, about your requests about store credit.  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: 12/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They have said that will be resolve the issue asap. I shall wait for their resolution. As for now I find that this reply from them about resolving the issue in the coming days is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2023

  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 used Super.com to book a hotel on 8/21/23. I authorized a payment of $106.29 only. I did not sign up for any kind of membership or recurring charges and I have not used their booking services since. Despite this, I have been receiving monthly charges of $24.99, today is the 4th time I am receiving this charge which I did not authorize. It has been impossible to get a hold of anyone at Super. I have attempted to call repeatedly with no way to get through and the chat feature they supposedly have does not appear when I follow the instructions on their website to access it. I need a refund for these unauthorized charges as well as these charges to cease immediately!

  

  Business Response

  Date: 12/07/2023

  Hi *******,

  While it may not have been your intention to be charged for the Super + membership, it's possible that you inadvertently signed up for it. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  To initiate the cancellation process you can simply follow the steps in this Helpdesk article:
  ***********************************************************************************************************************

  Alternatively, you can contact our dedicated team. at ***************, available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email ********************.
  
  We're here to assist you in the best way possible.

  Regards

• Initial Complaint

  Date:11/28/2023

  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.

  June 10th, 2022 we booked a night at the ************************ in ****** ****** for 6/13-6/14. The reservation number is B_6113252. The total cost was $425.94. The hotel said & showed us that they received our reservation but not my money. We spent ************ on the phone with snap travel. They originally told us they would refund my money back to my card. Then the line got disconnected and we had to deal with someone new. We went in circles for months about this. Snap travel told me to dispute it with my bank, **************** then contacted Snap travel & snap travel DENIED the refund!!! Then, months later again, snap travel told me to make a pay pal account so they could send me my money. Which sounds like ANOTHER scam. This is unacceptable. I need the $425.94 back onto my **************** credit card because I cannot afford to pay that much money, ESPECIALLY when I did not receive the services.

  

  Business Response

  Date: 12/07/2023

  Hi ********,

  Thank you for reaching out to us about your reservation B_6113252.
  
  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,

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20924674
  
  I am rejecting this response because:

  The Bank has stated multiple times that they cannot refund me my money because Snap Travel denies the refund. I dont see any resolution here and I want my money back. I am a single mother of a 9 month old baby & I am struggling to just get by & trying to keep my credit good.  $425.74 is on my credit card that I cannot & will not pay because I never received the services. I need the refund back to my card.  This is not acceptable. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/15/2023

  We truly understand your feedback, and we're fully committed to addressing your concerns. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

• Initial Complaint

  Date:11/27/2023

  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 never received any services and was charged

  

  Business Response

  Date: 12/06/2023

  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

• Initial Complaint

  Date:11/27/2023

  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.

  We booked a hotel room for the night of September 16th in *********, **. Upon arrival, the room was sub-par. There was a dead ***** on the counter, the carpeting was stained, the room smelled of mildew, and when the ** unit started the smell increased significantly. I went to the front desk immediately and requested a refund and cancellation based on the state of the room. The hotel complied and agreed to a refund so that we could book another hotel before our event. I later learned that, because we booked through Super.com, the money was refunded to the booking company and not to me. I have been calling and emailing Super.com for 2 months now, trying to get my refund. I continue to get emails asking me to please be patient, but offering no concrete information or assistance. I feel like the company has no intention of refunding my money and is just keeping me in a were working on it loop, hoping that I will lose interest and give up. I am frustrated. I have complied with the companys requests for documentation of the cancellation and patience, but I am now out of patience.

  

  Business Response

  Date: 12/06/2023

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_11118444.
  
  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.  

  Even though you booked a non-refundable reservation, our Amendments team was able to get an exception from the accommodation. You can expect to see your refund back on your card in the next 2-3 business days, depending on how quickly your bank processes transactions.
  
  Thanks for your patience!

• Initial Complaint

  Date:11/26/2023

  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.

  Booked room that was then not available upon arrival even though payment was taken. They will not refund my money. Booked with super.com Aug 28, 2023 for a one night stay on Sept 2-3, *************************** ************ ********. Arrived and no room was available. Repeated attempts to get a refund have not worked. I have screen shot the receipts from online payment and some conversation with texting the support person at super.com

  

  Business Response

  Date: 12/05/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_10871719.
  
  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 be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

  Regards
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20918089
  
  I am rejecting this response because:
  Super.com left me a phone message yesterday which I saved, stating they are refunding my trip but just 10%, which is $8.70. The attached email states the booking was canceled by the urgent service team and a full refund would be put back on my credit card. I do not except 10%.  Thank you for your help in this matter. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/15/2023

  Hi ******,

  Please note that a full refund was issued, The 10% in credits are rather compensation.

  Hope we were able to clarify.

  Regards

  Customer Answer

  Date: 12/21/2023

  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. Thank you for helping me with an issue that never should have been an issue, it shouldn't take making you get involved for businesses to do the right thing, but I'm glad you're here.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/23/2023

  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.

  On October 17, I made a reservation through Super.com for the night of November 2 at the ************************** ******** ((B_11644760). Shortly after, I realized that I had made the reservation for the wrong night; I wanted the reservation to be for the night of November 1st. I contacted Super.com and explained the situation. I indicated that I was aware that I could not cancel the reservation, however, I did not want to cancel the one-night reservation but simply change it for the right date. A supervisor at Super.com (*******************) told me that if I can get the hotel to approve the cancellation of the room in writing, I could get a refund. I contacted the hotel which indicated that they would accept to not charge for the room as long as another reservation was made for the right date, and once the reservation is made, to contact Super.com and ask them to contact the hotel. All of that was done. I completed Super.com's amendment booking form and included the hotel's e-mail as requested. I wrote several times to SuperTravel Helpdesk including the information that was requested, but have still to hear from them, and especially to get reimbursed. I hope that we can get a resolution in the very near future. Thank you.

  

  Business Response

  Date: 12/02/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_11644760  at the **********************************************************, An IHG Hotel.
  
  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: 12/05/2023

  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.
  

  However, Im hoping that it wont take another month before I hear from Super.com. Given that I did what I was asked to do, the only satisfactory outcome is a total refund of the first hotel reservation that was made.

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

• Initial Complaint

  Date:11/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mistakenly booked a wrong date for a hotel from super.com (Dec 2 instead of Nov 24). They told me that the booking is non-refundable and non-amenable. I told them multiple time that it is not possible for me to reach to the hotel at that day, and since I am changing 24 hours before, they should be able to change my travel date. They are still saying that they cannot do anything about my booking.

  

  Business Response

  Date: 12/02/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_12138241 at the *********************************** .
  
  We are truly sorry that you had trouble with the cancellation of your stay. 
  
  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. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.

  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  
  Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. 
  If you have engaged in any direct communication with the accommodation, 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.

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20908836
  
  I am rejecting this response because:

  they are asking for $30 amendment fee for asking the hotel for a refund! Which should not be acceptable. By ** law, a customer should get a refund for cancellation if they asked for cancel it before 3 days of his staying at the hotel. There should be no extra fee for this. Please check the attachment.
  
  Sincerely,
  
  ***************************** ******

  

  Business Response

  Date: 12/11/2023

  Hi *****,
  
  Thank you for reaching out once again.
  
  As explained earlier, 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 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.
  
  We hope we have clarified your doubts and concerns.

  Regards

• Initial Complaint

  Date:11/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel for December 1st of 2023 and the due date to cancel it was November 20 of 2023. On the 20th I tried to cancel through the link attached to my confirmation email. The link wouldnt load anything the page wasnt working or showing me any options to cancel my reservation. I called the number listed in the confirmation and pressed option one and two and the automatic response was to use the website which wasnt working. My husband called in my behalf since I was working and pressed option zero and was able to reach out to someone. Management email led me after his call, and explained that I had to get an authorization directly from the hotel staff with name and position, saying they allow Super to cancel my reservation. The hotel said theres no such thing and theyve never heard this before and that normally the third party companies such as Super could contact them and ask for a reimbursement. On the 21st, I called Super and explain about my call I made to the hotel, and **** one of their employees, who sounder like a robot and it seems, not interested, or understand anything to help me. I even when I asked if I could have a voucher or change the hotel dates and he said nothing can be done. I am willing to change the date or have some sort of credit so I can use my $380 towards something else. Universal Resorts set that their cancellation policy is different than Super, and allows customers to cancel penalty free 5 days before and that if someone contact them, they would be able to cancel my reservation. I just need super to work with me. It is not my fault that their website wasnt working.

  

  Business Response

  Date: 12/01/2023

  Hi *******
  
  
  Thank you for reaching out to us.
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  
  Order ID:
  Email used for the reservation:
  
  
  Hope to hear from you.

  Customer Answer

  Date: 12/03/2023

   
  Complaint: 20904860
  
  I am rejecting this response because:its not solved . The booking number is B_11567929
  
  Sincerely,
  
  Larissa De Sa

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

  

  Business Response

  Date: 12/11/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11567929.
  
  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 awaiting documentation from your end that we can use to negotiate a refund. 

  Regards

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20904860
  
  I don't know what other documents to send. The authorization from the hotel staff allowing me to cancel my reservation due to the circumstances as Super request, is attached. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 12/29/2023

  Hi *******,
   
  Thank you for reaching out again.
  
  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: 01/02/2024

   
  Complaint: 20904860
  
  I am rejecting this response because Super sent a very generic letter to my credit card company, which does not explain what super asked us and from the hotel, to review our reimburse request. ***** only described what I agreed with when I made the reservation. They didnt explain that I had issues with the website and that I provided the documentation requested by them from the hotel to process a reimbursement. Super did not help and my dispute was declined. Super is far from being super. 
  
  Sincerely,
  
  Larissa De Sa

• Initial Complaint

  Date:11/22/2023

  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 have a super.com account and a super card that I use for my reward money that I get from booking hotel stays which I do often. In August I got a new phone/number and have had problems ever since. I attempted to call super customer service many many times and was told that it could take a week for the new phone number to show in the account as they took my new number but said it doesnt go instantly. I waited weeks with no number update. I would call again only to be told same thing. I asked to speak to a manger but was always told one wasnt available but that they would call back within the hour, but never did. I finally went ahead and just made a new account with my phone number to book stays. This has led to a new issue of me being unable to cash out my rewards on this new account. I tried to get a new super card and it tells me Im ineligible (as I already have one on old account). Now every reward I keep earning on my new account keeps expiring as I have no way to redeem my rewards. The only rewards that havent been wasted are the ones Ive spent instantly when booking a new stay. I have called customer service so many times to explain this but keep getting the run around. Ive now been paying monthly to have a super account that I cant even redeem rewards for. I need to please be able to link my super card to my new account and redeem the rewards *** lost waiting in the meantime. I really like the deals I get using super which is the reason why I had initially opened a new account as I spend a lot of money on hotels. I have $340 of lost rewards since having to open my new account. I am very disappointed with supers customer service and have never heard of a place not updating a phone number change instantly, especially after being able to provide my social security number as well as other identifying information. For the number of times Ive used super I expected to at least not be disregarded and left completely left without help.

  

  Business Response

  Date: 12/01/2023

  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.