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:07/21/2023

  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.

  Hello, I booked a hotel through SUPER Travel and typically have had a good experience. This booking I paid an extra $16.00 fee to be able to cancel within the terms and conditions. Unfortunately, I have come down with an illness (flu) and will no longer be able to travel and therefore needed to cancel my accommodations. I went to cancel my accommodations and I was transferred to a form to prove to the company I was sick, and they require a medical certificate to be uploaded, which is inappropriate. I submitted the application the best I could and they denied my application for cancellation this should not even be an application after I paid for the cancellation option. When I contacted customer service 3 times I was told sorry nothing we can do you have been denied and they ended the chat. I asked to speak to speak to someone that could help me, again I was told no sorry nothing we can do and they ended the chat. I expect a full refund for this charge and I am now unsure about what steps to take as they have made it clear they are not interested in speaking to me about a resolution.

  

  Business Response

  Date: 07/31/2023

  Hi *****,

  Thank you for reaching out to us regarding your reservation B_10353082.
  

  We are truly sorry to hear that you had trouble with your reservation.
  Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria.  
  
  To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here:
  
  ***************************************************************************************************
  
  **************************************
  
  Hope we were able to 
  Regards,

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20358237
  
  I am rejecting this response because:

  I was extremely sick and could not go to that city, illness is covered under your policy. As I have said multiple times and it is illegal to ask for medical information under the public health information act of ****** which is where I reside and you operate a business. I should not have to upload a doctors report to cancel a hotel. 
  

  This is not a satisfactory response. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/08/2023

  Hi *****,
  
  Thank you for reaching out to us again regarding your reservation B_10353082.

  As explained earlier, we are unable to deviate from the terms and conditions of the reservation and not able to provide a refund because of the eligibility criteria. We're truly sorry that your experience with us did not meet your expectations. Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 20% of your reservation, so you can use it in the future. It is already available to use.
  
  Regards,

• Initial Complaint

  Date:07/21/2023

  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.

  I made a booking reservation with SuperTravel. I received a confirmation email and paid the full amount of the stay. When I arrived at the hotel. The hotel staff told me that there's no room available and the reservation is not valid. They (the hotel) have already refunded my money to the booking agent and I'll need to get my refund from the booking agent. Since returning from the trip. I've contacted SuperTravel countless number of times, and eventually they told me on on July 10thy they'll give me a full refund. It will take 5-7 days to process. I've contacted them since then, but they don't have any updates and refuse to give me any written confirmation on the status of the refund of the record of the call.

  

  Business Response

  Date: 07/31/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_10140315.
  
  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 is working on this case for you and and will follow up with you as soon as possible.

  Regards,
  
  
  

  Customer Answer

  Date: 08/03/2023

  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:07/21/2023

  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 June 27, 2023, I booked a room for 2 guests at La Quita in ****************** through SuperTravel (Super.com). I also payed extra ($27.00) for the refundable booking fee. Total cost $295.99 and was provided Booking Number: B_10065830.On July 12, 2023, my guest suffered a knee injury which will prevent her to travel. Therefore on July 13, 2023, I submitted a refund application on the SuperTravel website stating the reason for the cancellation Due to Injury. A day later, I received an email from SuperTravel asking me for a doctors ****** as proof for my claim, which I provided immediately via PDF document. But, the doctor ****** was not enough. The company sent me another email asking for further medical information from the doctor.In my opinion this additional medical information that they asking is a HIPA violation. I then contacted La Quinta at ************** regarding this issue and they advised me that they have no issues approving SuperTravel to refund my money; especially if I payed the refundable booking fee. All SuperTravel has to do is contact La Quinta.So I contacted SuperTravel customer service and I told the customer service representative about what I was told by **************** but to this date July 20, 2023 SuperTravel continues to refuse to refund my money. My Refund Application with SuperTravel is B8BD0F26 and their contact phone number is: **************. I just want my refund or money back. Respectfully asking for your assistance.

  

  Business Response

  Date: 07/30/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_10065830  at the La Quinta & Suites ****************** Beach.
  
  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 will reach out to you directly as soon as possible.

  Customer Answer

  Date: 07/31/2023

  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.
  
  Also, I finally received my refund. 
  

  It has been a learning experience and will never book another hotel room through this company. 

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

• Initial Complaint

  Date:07/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a hotel stay using Super.com, but the so-called booking was not valid. I was not able to check into the hotel, the hotel staff did not answer any phone calls, even after numerous attempts, and there was no airport shuttle for the hotel. In sum, I could not check-in to the hotel, in fact had every reason to believe that the hotel was no longer open for business. Super.com claims that their services were as described and that I received those services in good condition. Obviously, this is false. Services were neither as described nor in good condition when it's impossible for the consumer to check-in to the hotel. Super.com refused to give a refund, and they are arguing with the credit card company, claiming that Super.com has absolutely no responsibility to provide anything of value to the consumer. This is fraud. I have already filed complaints with both the *** and the *** cyber crimes unit. I'm posting this information in hopes to remedy the situation and to warn other consumers about the deceptive and fraudulent practices at Super.com and its iPhone and Android apps Super / Super.com.

  

  Business Response

  Date: 07/30/2023

  Hi there,

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the reservation ID and the email address you used for the booking.
  
  Thank you for your cooperation.
  
  

  
  

  Customer Answer

  Date: 07/30/2023

   
  Complaint: 20353456
  
  I am rejecting this response because:

  SuperTravel can write a public response that sounds professional and concerned, but it's an act. 

  SuperTravel has organized its business in a way that regularly exploits consumers through deception and fraud. 

  They regularly sell reservations with the wrong dates, wrong location, wrong type of room, for hotels that are closed will not honor the reservation. Yet, SuperTravel always refuses all responsibility and never processes refunds even for their gross negligence.

  The attached PDF shows dozens of similar complaints from other consumers who were also defrauded by ST.

  C consumers should be advised to NEVER USE SUPERTRAVEL.

  

  Business Response

  Date: 08/08/2023

  Hi ******,
  
  We truly apologise for your experience and want to provide you with a suitable resolution. However, for us to take a look at what happened and find that resolution for you, we need the Order ID and the email used for the reservation. 

  We hope you understand and we appreciate your patience.

  Regards.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20353456
  
  I am rejecting this response because:

  SuperTravel already has my case ID and email address -- and more importantly -- my money.

  SuperTravel and I have already discussed this via a **** chargeback request, where SuperTravel lied and said I received what I paid for. I never did receive what I paid for. That's why I am creating a complaint here at the BBB.

  I will never use SuperTravel again and other consumers shouldn't either. 

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

• Initial Complaint

  Date:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation on Kayak through SuperTravel (now known as Super). The Hotel was ************************** for check in on June 27th 2023 and check out June 26th 2023. Confirmation #b_9041199. I received a notice from Super on May 27th 2023 stating that my reservation was cancelled by the hotel due to overbooking. They gave me the option of choosing an alternate hotel or a refund. I responded on May 28th 2023 requesting a full refund to be made. I have called over and over again asking why the refund has not been processed as no service was provided. Their customer service member told me to get the cancellation notice from the hotel and send it in. I did exactly that and sent it in on June 22nd 2023. I still have not heard from anyone via email even though everytime I call, they tell me the case is being worked on and someone will reach out to me. This is absolutely unacceptable. I have provided all documentation and have given close to 2 months now for this to be resolved. I was not provided a service and their customer service team has been next to useless. I have tried calling their number again today and it says Due to technical difficult, we will not be able to route your call.. no thats not a spelling mistake, the response actually says difficult instead of difficulty. I now have no clue how to reach out to continue voicing my disappointment in their service and so I am filing a complaint here. All I want is to receive my refund. There is no reason for this not to be possible. When I called the hotel they said that Super NEVER paid them for my booking. So they are simply holding onto my money at this point and hiding. Any response or update would be much appreciated. The total of the reservation came to $696.29

  

  Business Response

  Date: 07/28/2023

  Hi ******, 

  
  Thank you for reaching out to us about your reservation B_9041199 the ************************** .
  
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  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.
  Rest assured that our Support team is currently working to prioritize your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.

• Initial Complaint

  Date:07/19/2023

  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.

  July 18 2023 I booked a room on super for 1 night at the ************** and suits in ********** *******. I was charged 167$ and was promised a 2 queen *** studio suit. When I arrived the hotel said I was booked for what ever they had available. The room o got was a 1 queen ***. No role always no pullouts so my kids where gave extra blankets and had to sleep on a floor that not only turned ur feet black but was also soaked by the air conditioner. We had a flashing light from the hotels front yard beaming right in the window of our room. There's multiple little things that mad this stay horrible. This was supposed to be my son's bday weekend stay.

  

  Business Response

  Date: 07/28/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation .B_10332779 at the **************************** S, An IHG Hotel .

  We are truly sorry to hear about your experience. Please note that you were quoted and booked a reservation to include only 2 adults and the number of beds in the studio is not specified in the listing as the hotel will assign the room to fit the number of guests disclosed at the time of booking.
  

  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. This also applies to their staff behaviour. 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 to deviate from the original policy of your booking 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.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  Regards,
  

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking ref B_9026461 We booked to stay at ******************, ********************************************************** - transaction date 7th April 2023. Arriving on Thu Apr 13, 2023 for 3 nights.We paid ****** in total, ****** per night including taxes and charges. When we checked into the hotel and reached our room, we were immediately concerned as it looked out onto the fire escape (you could see into the room via the shutters) and was situated along the access route to the separate part of the hotel. The room was incredibly noisy - even with ear plugs, as the door didnt close properly and the shutters let in light and noise - not only from other guests but from generator (we think) on the fire escape. At 1am, out of sheer desperation, my wife went to the hotel reception to ask if they had a different room (which they didnt until the morning).The following morning we were unable to leave the hotel as we were waiting for confirmation of our room switch - which ate into our travel time.I complained directly to the hotel, and they authorised a refund of the first nights stay which I have been unable to obtain from the booking agent, Super Travel.I am therefore raising this complaint to seek refund on our first nights stay of 109, as the room was not fit for purpose. Many thanks *********************

  

  Business Response

  Date: 07/24/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_9026461 at the .******************.
  
  
  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. This also applies to their staff behaviour. 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 to deviate from the original policy of your booking 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.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.
  
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  
  

• Initial Complaint

  Date:07/18/2023

  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 booked a surprise "significant" birthday for my partner. We were supposed to stay at a hotel, and I booked a specific type of room (king **** beach front, private terrace with fire pit) on May 17 (for July *****). They took my money immediately ($1,772.99). When I didn't receive a confirmation from them, and as the date approached, I started to call to get confirmations. It took several calls, and several hours (you can't speak to someone directly, you have to leave a message)... I finally called the hotel directly to confirm, and they said that a DIFFERENT room had been booked - (not beach front, 2 queen ***** no fire pit). On Saturday (7/15) I spoke to a supervisor who said she was "looking into the matter," and would get back to me. I missed her call on Saturday, and called again on Sunday (7/16). I continued to attempt to resolve this issue with this supervisor on Monday 7/17 to no avail. I called again this morning (7/18) to see if they've resolved the matter, but they told me that there are no king **** beach front rooms available at this time. I asked for them to honor my room reservation or provide a refund, and they've been "working on this issue" for the last 7 hours with no resolution. We wanted to spend my partner's birthday at this hotel...but now I just want my refund, since they cannot provide the room I booked, for which I paid in advance for. They cannot provide the service they sold me, and have been stringing me along all day "working on it."

  

  Business Response

  Date: 08/29/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_9673796 at the ******************, Curio Collection By *************

  Firstly, we're sincerely sorry for the delay in getting back to you. We've been experiencing a high volume of bookings and subsequently, an increase in support queries so it takes us longer than usual to respond. We really appreciate your patience so far.

  We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer. It's important to note that in the travel industry, certain situations beyond our control *** arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. Thank you for bringing this to our attention, and we're here to support you in any way we can. Your satisfaction is our priority.

  It is noted that you were fully refunded on 2023-07-23 and granted compensation. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  Regards,

• Initial Complaint

  Date:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in June of 2023, I made a reservation thru supertravel.com. Not knowing that this company has hidden disclosures that leaves the buyer unaware of any restrictions. In my case I made a reservation for a hotel room that didn't state any statements of it being nonrefundable and nor did it state that this hotel has an additional resort fee. So after entering my desired location, additional information, such as my credit card and pressing go/send. There after it came to my attention that the reservation webpage states no refunds or no change and now already executing my credit card to their website then it states all the restrictions. This company should have disclosed all this information in plain view to the consumer typed in right next to the payment page. But no there was no explanation. As a settlement not only doing want full credit back to my original payment but I want a courtesy credit to use at another ocassion. I also want that company to change their webpage to where the customer can read all the restriction before entering their credit card. Finally called the hotel directly to find out about cancelling this reservation. The front desk clerk said to have the third party reservation I at forward an email to request to have my reservation canceled. So I called super travel back and the reservationist and I did a 3 way call with me and the hotel front desk and the hotel CSR verbally gave super travels CSR the email address. So after hanging up with the hotel super travel said they would send the request to the hotel to give me a refund. I waited about 10 days and called the hotel they said there were *********** to have my reservation cancelled. Please assist me with this matter.

  

  Business Response

  Date: 07/25/2023

  Hi ****************text="true">
  Thank you for reaching out to us about your reservation B_9796138 at the ******************* Casino **** At THE ROW.
  
  We are truly sorry to hear that you had trouble with your reservation, nonetheless, we must bring to your attention that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.
  
  Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the check-out page and in the hotel's terms and conditions section, both pre-booking and in the customer's voucher post-booking and payment receipt. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion.

  Regarding cancellation policy, please note that this listing has many flexible options. We understand that you might wanted to book a refundable option, however, you did end up chose a Non-refundable rate. We've included some examples of this listing. Please note that we do not have the ability to modify any reservations or change your research.
  
  Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  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 apologize for the inconvenience.
  
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  Supertravel has put an unauthorized charge om my credit card. I have never used nor heard of this business until I check my bank and find a $750 charge on my card. I have tried to contact their customer support but incredibly long hold times make that impossible.

  

  Business Response

  Date: 07/24/2023

  We are truly sorry to hear about your experience.
  
  In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, SuperTravel has not charged you and so your card processor will release the hold placed.
  
  
  The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy.

  Reservations or attempts to book are made based on your search criteria. If you did not attempt to make a booking with us, we remind you to review who has access to your phone number and card information.

  
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20334599
  
  I am rejecting this response because:

  this is not a temporary charge. The full amount of $750.00 has been pulled from my account. I have never visited your site nor have I created any reservations/bookings with you. This is not a mistake/holding, this is theft.

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

  

  Business Response

  Date: 08/02/2023

  Hi ******,

  Thank you for reaching out to us and updating us regarding the charge. Please provide us with the Order Id and the email used for the reservation. If a reservation was not made simply tell us the email used and we can take a look to see what happened.

  We appreciate your patience.

  Regards,

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20334599
  
  I am rejecting this response because:

  As per my last response. I did not create an order. You pulled money from my account without my authorization. 

  
  Please get ******,
  
  ***********************