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:11/07/2023

  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.

  On October 11, 2023, I attempted by telephone to reserve a motel/hotel room in ********, ** for October 12, 2023. One night only. When the selection of a motel/hotel was supposedly complete, I gave out my credit card number. As soon as the credit card number and expiration date were completed, I was told that I would receive confirmation by email, and the booking information was immediately deleted. I did not have the name of the motel/hotel in my mind and I never received an email. I had no way to contact this provider to get the information about my reservation in a timely manner. I had to book another room at another motel for the same night. When i got my credit card bill, I called the number on the card and asked this provider for a refund. They said the whole thing was my fault and would not credit my account.

  

  Business Response

  Date: 11/17/2023

  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:11/07/2023

  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 1 night for 3 adults (my son, wife and I) for a hotel in **** ** on a Friday night. When we arrived the hotel had reservations for 3 rooms for us for Sunday night. I've called super.com over and over. they always say there is a amendment team looking into it. they never call back when they say they will. I ended up begging the hotel to cancel the bookings and calling all he 3rd parties one at a time to find out how this happened. Super.com used webbeds who used priceline who used agoda to finally make the bookings with the local hotel. none of the 3rd parties would talk to me. super.com wants me to provide electronic confirmation that the hotel cancelled the 3 bookings without penalty and pay 30 dollars in an amendment fee. they said they called me once and left a voicemail. no calls. no voicemail. someone messed up. I'm super.com's customer but not a customer of any of the other companies. ********************** isn't event trying to make this right.

  

  Business Response

  Date: 11/17/2023

  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:
  
  Hope to hear from you.
  
  Regards,

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked online for out of country hotel on 5/22/2023 for a booking date in Dec 2023. Credit card was charged in May 2023. Contacted Super.com in October for a hotel confirmation number which was never provided. Talked to them in october for a week on phone and every time ******* will say it has been escalated to the team and no hotel confirmation provided. Realized at this point of their scam, therefore contacted the out of country hotel directly about reservation and the hotel confirmed that there is no booking done by super.com. Today is Nov 7th 2023 and just talked to the super.com rep with no resolution in sight. They charged for booking which was never done. They are total scam and people need to stay away using their services and they only know how to steal people money. Ridiculous!

  

  Business Response

  Date: 11/16/2023

  Hi Manzoor,

  We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_xxxxxxx that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches.
  
  We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed.
  
  Thank you for your understanding, and please feel free to reach out to our 24/7 Support team if you have further questions or require assistance.

  Regards

   

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20837048
  
  I am rejecting this response because:

   I have contacted the out of country hotel multiple times and every time they respond by saying to ask the booking agent to contact them and they will provide the details to them (See email attachment included). I need a confirmation number from the hotel for the already paid booking so that i don't have to go and make different reservation with another hotel for the same dates as my other travel plans are already finalized including my air tickets for the whole family. I have never seen anyone saying that hotel confirms close to booking dates and my booking with Super.com was completed and credit card charged and paid on May 22nd, 2023 for booking date of Dec, 23 through Dec 25th, 2023. I will really appreciate a hotel confirmation number from Super.com before traveling out of country and their help in resolving this will be highly appreciated. It is very simple, if there is hotel confirmation number then i am all good, if there is no confirmation then they need to refund me the paid amount and i will go a book a hotel myself although it will cost me more now to book than what i would have paid in May 2023. 

  Also on the second note, i have been calling their customer support every day for last 4 weeks now and every time they tell me an amendment team specialist will get back to me in a day and none ever reached back out to me. Finally i got an email yesterday from their support team (*******************) and it seems that the BBB action may have triggered them to respond. I am attaching a copy of that email here as well.

  I also want to note here that i have initiated to dispute the booking charges paid to super.com with my credit card company in the amount of $1080.97 and i will have that dispute cancelled if i am provided a proper hotel confirmation number timely before my travel date of December 19th.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/24/2023

  Hi Manzoor,

  Thank you for reaching out again.

  This matter has been escalated to our Amendments team who will follow up with you as soon as possible.

  Thank you for your understanding, and please feel free to reach out to our 24/7 Support team if you have further questions or require assistance.

  Regards

   

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20837048
  
  I am rejecting this response because:

  Nov 16th, 2023: Received email from ******************* ************************** from Amendment Team mentioning to assist with the reservation. I replied back thanking her and asking for assistance. Replied to her email again asking about updates (email attached her). No response from her until now. This email seems like was triggered by the Better Business Bureau complaint *************** made against the merchant.

  Nov 24th,2023:- Received email from ****** from Super.Com (This time the email was from **************************** apologizing and confirming the hotel confirmation number HCN******** (No document confirmation from hotel provided). Replied back to her email asking for a document from hotel because when I entered the confirmation number in *************** confirmation portal it did not show any reservation under that conformation number.

  Nov 26th 2023:- Called the out of country hotel front desk directly and asked them to check if there was booking under my name for the provided HCN ******** and they could not find such confirmation number in their system.Emailed back to ****** at *************************** and letting her know about my direct conversation with the hotel front desk regarding the not found reservation and the confirmation number she provided. Also let her know in the email about the dispute which is pending on my credit card and my future non-paid reservation with a different hotel for the same dates of Dec 23rd-Dec 26th as was suggested by your customer service dispute representative during my last call with him. (See email to her attached)
  Will keep you updated if I receive more information or a valid confirmation for the hotel reservation.
  Thanks for all your help
  Regards
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  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.

  Trying to get a hold of someone from their customer service to cancel or dispute is next to impossible. I have been trying to cancel my service for the past three months and they have taken money from my account and I am not able to remove my information from their system to stop charging me. Now they actually have an automated to cancel your service - miracle but I want my money back for this subscription service.

  

  Business Response

  Date: 11/16/2023

  Hi ****,

  The membership does come with various benefits, 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.

  In this case we can see that the membership was cancelled via IVR on November 7th. That means you are no longer a Super+ member and hence you will not be charged for the membership going forward.

  Regards

• Initial Complaint

  Date:11/05/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for a hotel reservation. Received confirmation number. Money deducted from my account. Hotel ********** they dont have reservation or number. They confirm that I am at the right location and date is correct but they havent received reservation from Super. Waited a few hours and still no luck. Super **** Service states it can take up to 3 days to go through. Crazy. Had to book and pay another sight for a hotel again. Super will not refund me the money I paid for the reservation I could not use from them. I have contacted them several times and nothing.

  

  Business Response

  Date: 11/15/2023

  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:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20827691
  
  I am rejecting this response because:

  I have already done what they are requesting twice. Once via customer service chat and again via email with same attachments as I provided BBB. They have never responded. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/03/2023

  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.

  This afternoon I did a search for *************** in the *********** area for a stay the night of 11/4/2023 with a checkout on 11/5/2023. The best rate was the rate Super.com offered. I selected their site and proceeded with the reservation. After I hit the confirmation button I realized they had changed the dates from 11/4-11/5 to 11/5-11/6. The rate for the night of 11/4 was higher because it is a Saturday night, which is why they showed me the rate for 11/5 and then did a bait and switch somewhere along the way. I went back to their site afterwards and noticed that they had a saved search for Marriot for the nights of 11/4-11/5. When I clicked on it the rates was around $75 more than the rate for the night of 11/5. When I tried to get a refund I was told that the rate was nonrefundable and could not be modified or cancelled. This was not at all clear to me in the booking process. It was not obvious that the rate was a non-refundable rate. I would like my reservation refunded because I will not even be in *********** the night the reservation was switched to so I have no need for a room. I will be in *********** the night of 11/4 only.

  

  Business Response

  Date: 11/13/2023

  Hi ******,

  Thank you for reaching out to us regarding your reservation B_11884867.

  We are truly sorry that you had trouble with your reservation. 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.
  
   Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have already communicated with the hotel and they directed you to us for further assistance, we can proceed with your request only after receiving written confirmation from the hotel specifying the changes to be made.
  
  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. 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.

  Regards

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20823845
  
  I am rejecting this response because:

  I do not doubt that you have buried all of this information in the fine print of your terms of service and your cancellation policy. That is not the basis of my complaint. The basis of my complaint is that your company did not make it clear in the booking process that my reservation was non-refundable. When booking with other third party booking agencies that I have worked with in the past it has always been clear if the reservation was non-refundable or refundable. Additionally, in the event that a date is not available it should simply show that the date is not available instead of showing availability and price for an alternate date making it look like the date chosen is actually available. This seems intentionally misleading to me. Lastly, when a customer mistakenly books a room for the wrong date because of the way your platform seems to intentionally mislead its customers the cancellation and refund process should not be so difficult and cumbersome. This seems to be intentional as well. If the process is too cumbersome most people simply won't pursue it, ensuring that Super.com keeps the customer's money, or at least the portion not paid to the hotel. I WILL be moving forward with the cancellation process, but my complaint with Super.com's practices remain. To prey on people in this manner is a shady practice and it is bad business. I prefer to do business with companies that are transparent and customer service focused. 

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

• Initial Complaint

  Date:11/03/2023

  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 6 rooms in ******* at the ********************* through the Super travel in June 2023. The website advertised fully refundable until November 2023. We decided to go through a travel agent, so in July I cancelled the booking, only to find out they shorted me $3,032.00. When I called to inquire, they basically told me there was nothing they could do. This is fraud and a scam. They should not advertise fully refundable when they only intent to refund partial payment.

  

  Business Response

  Date: 11/12/2023

  Hi *******,

  Thank you for reaching out to us.

  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate for some of your bookings , which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable. This did not apply to the regular flexible reservations that you booked and later cancelled with no fees.

  
  When booking a flexible rate, you are *********** a full refund if you cancel within the grace ******* regardless of the reason for cancellation. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, these are under specific conditions and the upgrade cost is understandably non-refundable.

  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  ***************************************************************************************************
  **************************************

  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.
  Any resolution or updates must continue through your financial institution.

  We hope this clarifies the reservation policies for you.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20819832
  
  I am rejecting this response because:as seen on the documentation, it clearly states fully refundable on all of my reservations. The chargeback process with my bank has been closed because of the fictitious documents you provided them. This is a scam. Reservationstays.com aka super travel took $3,032.00 for holding a reservation for only a month. Its sad that they do business this way by lying on the website.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2023

  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.

  Hotel was canceled by mgt and Super.Com was compensated. I never received a refund and they refused to talk to me

  

  Business Response

  Date: 11/12/2023

  Hi *******, 

  We're truly sorry to hear that your recent accommodation experience fell short of your expectations. We understand how important a comfortable and enjoyable stay is, and we regret any inconvenience you may have faced. We want to provide some insights into our process and how we can best assist you:

  Please know that as a third-party booking service, we are not directly responsible for the standards of the hotel, the availability of amenities, or the behavior of the staff. However, we completely understand how these aspects can greatly impact your stay.
  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: 11/13/2023

   
  Complaint: 20818993
  
  I am rejecting this response because: the hotel has stated that they refunded the monies to you and that I should contact you directly.

  As a third party ****** who processed my reservation and took my money, you are being held accountable for the refund. 
  As a senior citizen I find it very disappointing that I am being treated like a second class citizen after I entrusted this issue to your company.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/02/2023

  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.

  Super.com has not refunded me even though the hotel provided the refund (attached). They only allow correspondence through their app where you have to text customer representatives that continuously tell me someone will get back to me and no one does.

  

  Business Response

  Date: 11/12/2023

  Hi ********, 

  Thank you for reaching out to us about your reservation B_11492781 at the **************************************.

  
  We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.
  We're genuinely sorry for the delay in response while our team reviews your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you.
  
  Rest assured that we are fully dedicated to enhancing our services and ensuring that your experience is smooth and efficient, with the utmost priority placed on delivering a ****************.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

   

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20818800
  
  I am rejecting this response because its meaningless. I want my refund that was promised to me. Their apologies are obviously not sincere. The hotel provided all the documentation that Super.com required (attached) over a month ago. Super.com has done nothing but give me the runaround since which is exactly the same thing they did in their response. When will I receive my refund or is super.com going to steal it?

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

  

  Business Response

  Date: 11/21/2023

  Hi ********, 
  
  Thank you for reaching out to us again.

  We apologise for the delay and due to an error in the system we were not able to process the refund immediately. However, be rest assured that the refund has now being processed and you will receive an update from us shortly. 

  Regards

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20818800
  
  I am rejecting this response because I have STILL NOT received my refund that Super.com stated they would provide in the attached email from November 16, 2023. I followed up with Super.com today and did not hear back. I will NOT be satisfied until the refund actually is in my account.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:11/02/2023

  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 am out of town at a Super 8 hotel in ***********. I attempted to book the hotel for November 4th through to November 2nd. As soon as I completed my transaction, I was notified that the dates were wrong. I called ************, the number for the company immediately, to ask them to correct the website's booking error and was told I could not move the booked dates and I would receive no refund.I have and will note recieve a service from the company and my credit card has been billed at least ****** for the transaction. I

  

  Business Response

  Date: 11/12/2023

  Hi *******,

  Thank you for reaching out to us about your reservation B_11868643 at the ****************************************

  We are truly sorry that you had trouble with the dates of your reservation. 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.
  
  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.

  The only exception that would allow us to issue a refund or compensation would be with hotel approval. 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: 11/13/2023

   
  Complaint: 20818652
  
  I am rejecting this response because:

  I have followed all protocol via the app, hotel, and website. Canceled the booking in person and provided the written and signed documentation as requested on the websites online portal and via email, and I still have not received my entitled refund. 

  I am not receiving a good or service, and I have now canceled the alleged reservation in person.

  This seems to be business protocol from this haphazardly created startup business, who relies on cheap tactics, and lack of documentation, and fair wording practices on their website regarding creating a ticket and finding resolutions.

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

  

  Business Response

  Date: 11/21/2023

  Hi *******,
  
  Thank you for reaching out again.

  Please note, as explained before, and as mentioned in our terms and conditions, a non-refundable booking cannot be cancelled for a refund unless the hotel has approved the refund. So, we request you to get written agreement from the hotel and once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts.

  Regards