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:07/18/2023

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

• 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.

  Super travel over charged me. It stated $75 plus tax. I was charged $117 plus the credits that I had with them. I tried reaching out and they were not willing to make things correct. It states the king *** was $75 plus tax. I paid an extra fee to upgrade the room to a king. When I arrived I was only given the option of two queen ***s. The pool was open all night and a family of 8 was in the room above us. The whole experience was terrible.

  

  Business Response

  Date: 07/25/2023

  Hi ****, 

  Thank you for reaching out to us about your reservation B_10298363 at the *************************************************************.
  

  Please note that you were quoted and charged correctly. Please see the receive enclosed. The screenshots you send a for different dates and room type. You booked a Run of the House room, meaning that the room type is assigned by the hotel staff open arrival and according to type availability. We understand that this was a last minute purchase hence why rates might have been higher.
  
  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. That includes the behaviour of staff and other guests. 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 hope we have clarified your doubts and concerns.
  
  
  

• Initial Complaint

  Date:07/16/2023

  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 $87.94 to Super.com for a booking at a motel the same night. When I went to the motel, they turned me away and said the room I'd tried to book was sold out. I have a feeling multiple people had come to the hotel with the same request because there was a sign at the front desk saying they were sold out. I only realized days later that Super.com had charged my card already, and have since emailed them to request a refund and they have not issued one. They asked for written confirmation from the ********* I was not given a room (which I obviously don't have, why would the hotel be issuing notices based on this website's fraud), then without waiting for a response closed my ticket. They are a SCAM and need to be stopped. They never sent me a confirmation that they charged my card, just a sketchy "voucher" with no brand or contact information on it for this made-up company. The only place I have the amount I was charged is my credit card statement.

  

  Business Response

  Date: 07/24/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9994910 at the HomeTowne Studios By *************** - Airport/Aurora.

  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 Support 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.
  
  In the meantime, we want to bring to your attention that we do not have a record of your contact reporting this. Please note that we have a 24/7 Support team with live agents happy to assist.
  For future reference, when in need of assistance, please reach out to the Support team soon as possible so they can assist. You can do so by the following mediums:
  - SMS or Whatsapp: please type in Agent in your existing chat conversation (where you made your booking search).
  - Call *****************
  - ******** Messenger
  - ************************

  
  All our contact information is available on the app and the site:
  *****************************************************************************************
  
  We appreciate your patience!
  Regards,
  
  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20330333
  
  I am rejecting this response because: I did have a correspondence with the Support team already (attached here) and my complaint was ignored. I am still waiting on a refund. 
  

  

  Business Response

  Date: 08/02/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9994910 at the HomeTowne Studios By *************** - ************************************* team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible.

  Regards

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20330333
  
  I am rejecting this response because: I am still waiting on a refund for a service that was not rendered. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2023

  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.

  Date of the transaction: Tue, Dec 13 2022 Amount of Money I had paid for the Lufthansa airline ticket reservation for BookingVault / Snaptravel / SuperTravel : $ ******** USD Airline tickets to be provided : Lufthansa Airline did not accepted the tickets/boarding and informed to reach agent for full refund Nature of dispute: Refund full amount When tried reaching BookingVault/ Snaptravel/ SuperTravel No proper response in email or Phone, Not providing Lufthansa Airline Invoice, Not providing full refunds, Not providing re-booking options with reasonable price. Travel Order Confirmation Number: ST489485

  

  Business Response

  Date: 07/24/2023

  Hi ****,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement. due to Bookingvaults inaccessibility.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20330261
  
  I am rejecting this response because:

  Date of the transaction: Tue, Dec 13 2022 Amount of Money I had paid for the Lufthansa airline ticket reservation for BookingVault / Snaptravel / SuperTravel : $ ******** USD Airline tickets to be provided : Lufthansa Airline did not accepted the tickets/boarding and informed to reach agent for full refund Nature of dispute: Refund full amount When tried reaching BookingVault/ Snaptravel/ SuperTravel No proper response in email or Phone, Not providing Lufthansa Airline Invoice, Not providing full refunds, Not providing re-booking options with reasonable price. Travel Order Confirmation Number: ST489485

  Requested **** for ******** **** trying to reach BookingVault/ Snaptravel/ SuperTravel. Waiting on updates. I need my money back.

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

  

  Business Response

  Date: 08/02/2023

  Hi Arun,

  Thank you for reaching out to us again.
  
  Although, as part of our third party agreement, the Snaptravel logo is included on the booking page, unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement due to Bookingvaults inaccessibility.. Since Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Regards,

• Initial Complaint

  Date:07/15/2023

  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 hotel with this company because it had the best rates for the weekend. I wasnt able to keep my booking because of a rental car problem so I called to see what I could do to get a refund since the services werent provided or used. I spoke to 4 of their representative and each one told me something different. All ending with this is nun refundable and theres nothing we can do I called the hotel and they hung up on me multiple times instead of attempting to help or answer my questions. Theres a way to talk to customers instead of being rude and hanging ** in their faces. Ive been dealing with this and trying to get it situated for days now. Which has put me at a major disadvantage and caused so much stress. All I wanted was my money back for not received and unused services . The hotel that I booked is now showing as being closed permanently.

  

  Business Response

  Date: 07/24/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_10261195 at the Rodeway Inn & Suites *****************.

  
  We are truly sorry to hear that you were unable to honour your reservation. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.

  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.

  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:07/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a hotel room through super.com for a stay on July 1st. Received what looked to be a legit email with confirmation number and all necessary information. Upon checking into our hotel the hotel had no reference of our booking through super travel. We were in urgent need of a room as we had an event to get to so the hotel graciously got us into a room at a discounted rate, mind you we had already paid for a room through super travel. I called super travel to let them know what was going on and was told that all I needed to do in order to get a refund was send the invoice from the hotel. I did that ASAP, over 2 weeks ago and still no refund or acknowledgment of my email at all. I have called multiple times about this issue and have yet to have it resolved. I am always told that a ticket has been processed and someone will be contacting me but still nothing. I was told that my email with invoice was received and that my refund would be processed shortly yet still nothing! Im getting extremely impatient and just want my refund. I am always told that it is being handled and to just be patient and someone will be reaching out to me soon, yesterday I was promised I would get a phone call that day, yet nothing. Its been three weeks, I think thats more than adequate time to resolve this issue and I have been very patient! But its obvious they have scammed me out of my money. Booking # B_9701667

  

  Business Response

  Date: 07/24/2023

  Hi Summer,

  
  Thank you for reaching out to us about your reservation B_9701667 the *****************************************.

  
  We are truly sorry to hear that you had trouble with your reservation. 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 our Support team is currently working on 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:07/14/2023

  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.

  With MORE than enough adequate time to cancel my booking I called the hotel and cancelled it due to our children having sports in a different city. I have been trying for over 10 days through chat support, phone and email to get my refund from the third party SUPER TRAVEL. They keep sending me to a refund application which they denied and closed, yet still directed me to it 5 times plus. I paid for a refundable room. The hotel was able to cancel it. Why does super get to keep my money and refer me to a broken closed link? Furthermore they keep auto replying saying my case is closed. One chat person told me to just email them the hotel cancellation and they would review- which I did and no one replied! That is not right. Its not right at all.

  

  Business Response

  Date: 07/24/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_9754608  at the ************ Of ***********.

  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:
  
  ***************************************************************************************************
  
  **************************************

  The reason why the form access to submit your enhanced refund request is closed because your request does not meet the criteria. In these cases, is when only with hotel written approval can a refund be issued. 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 the documentation you have send by the accommodation and will reach out to you as soon as possible.

  Regards,

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20324780
  
  I am rejecting this response because: I literally attached the hotel written response. 
  

  Did you not view attachments? 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/02/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9754608  at the ************ Of ***********.
  
  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: 08/02/2023

  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:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Super Travel to book an ocean view room at the Outer Banks for one night. When I arrived to check in, the hotel stated that Super Travel booked a city view room for my family. The difference in cost was more than $50/night as the hotel reported that Super booked the room (with the $384 that I paid them) for $314. When I contacted Super Travel via phone, chat, and email; the company would write a reply requesting more information, then cancel my ticket so no one would get my response and I would have to start all over again. The hotel did not have a receipt to provide me because Super Travel paid for the room directly, so I provided the documentation and confirmations that I have.

  

  Business Response

  Date: 07/24/2023

  Hi ******,

  
  Thank you for reaching out to us about your reservation B_10077329  at the ********************************************************.
  
  
  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.
  
  In this case, nonetheless, the travel supplier has confirmed that the room was correctly booked. The room with 2 Queen Beds, City View, Non-Smoking room is a Standard regular room for 4 people. Standard Quadruple room means regular room that up to 4 guests can be accommodated in that room. For that reason your request for compensation for the rate difference for your upgrade was declined.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Regards, 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20324387
  
  I am rejecting this response because:

  my issue with your service was not because of the size or number of beds. I paid for an ocean view room. Your company booked a city view room. This was not the hotels fault and the hotel made this clear to me. I requested a refund for the difference paid between a city view and ocean view room. Unfortunately, any time that I tried to contact Super with regards to this issue (contact included chat, phone calls, and email), my support ticket was closed and I was forced to talk to someone new each time. 
  

  Please be advised that all Im looking for is a refund for the difference between a city view and ocean view room at that hotel. 
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/02/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_10077329  at the ********************************************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. We understand the concern and we are re-negotiating with our partners to understand what happened here. You will hear back from us soon.
  
  We reiterate our apologies for any inconvenience.
  
  Regards, 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20324387
  
  I await your response as you follow up. I look forward to hearing from you.
  
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reservation Stays is an imposter site that perfectly mimics whatever hotel one is looking to book at. I booked two nights for work at ******************************************* June 29 and 30; and only after calling the hotel up directly to cancel due to illness did I learn that I had actually booked through this 3rd party imposter site, Reservation Stays. I managed to get through to Reservation Stays customer service, who informed me I needed a doctor's note to request a refund - I'd paid $500. I tried to submit the doctor's note via the site, however the forms on its site will only accept refund applications if people hand over their banking account and routing #s - the site says it can't do credit card refunds - which needless to say I won't be doing. It is impossible to get through to its customer service # - I did once, but was immediately disconnected; otherwise it's endless multiple hourslong holds. There are no responses from its customer service email either. The complaints about this site are legion; I'm pretty exacting and careful about all internet activity and it still duped me through mimicry. Since it's based in SF it appears to fall under BBB jurisdiction and should absolutely be shut down or at the very least flagged for unsuspecting consumers. **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 08/29/2023

  We value your cooperation and appreciate your understanding as we work to improve. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  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.
  

  We value your cooperation and appreciate your understanding as we work to improve.