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:06/26/2023

  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.

  Worst experience EVER. Booked my hotel stay through Reservation Stays for a hotel in the Dallas ***** Got to the hotel and checked in stayed at the hotel approximately 6 hours and was unable to complete my stay there due to a plumbing issue. We were unable to use the bathroom in the room it was NOT WORKING. Spoke to the hotel manager and there were no other rooms available due to the hotel being completely full. I had to leave the hotel at 3am due to not being able to stay. The hotel manager did email me and state that we could receive a full refund due to it being a hotel issue. Since we booked through Reservation Stay they have TERRIBLE customer service reps and is refusing to give me a refund. I don't recommend booking through them EVER. Clearly based off others reviews as well it is not someone you want to do business with. Don't recommend.

  

  Business Response

  Date: 08/29/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  

  Regards,

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SuperTravel scammed us. When we arrived at the hotel, the front desk person told us that our booking through SuperTravel (super.com) did not go through the system, and this problem has happened many times before with SuperTravel. The hotel said they've tried to unlist themselves from SuperTravel's website, but they refuse to do so. As such, we had to book a room again directly through the Chateau front desk. Now they refuse to refund the money even though we provided documented proof from the hotel front desk as they requested via email (see attachments). I've tried disputing the charge through my credit card ***************** they first refunded us, then rebilled us.

  

  Business Response

  Date: 06/30/2023

  Hi *******,

  Thank you for reaching out to us about your reservation B_9579206  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.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  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:06/23/2023

  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 stay through this website. B_8977254 I paid almost $500 for this stay that showed pools and resturants as amenities. I went to make reservations and the hotel told me their pools and all of the resturants but one are closed for months. The hotel stated they cant cancel or refund my stay as i went through a 3rd party. I contacted this business asking for help to cancel and refund as the stay isnt what was advertised. The advised they will not cancel or refund as it isnt their problem and i need to deal with the hotel. I askef to speak to a manager for help and I was told ******* on the chat had the same access a manger has and i will not get a refund or cancel as that was part of my reservation. I feel if I was sold a hotel stay with out the amenities advertised we should be able to cancel and refund.

  

  Business Response

  Date: 06/30/2023

  Hi ****** ,

  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. Kindly provide the information to our team once you have been in touch with the property.

  Thank you.

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20227554
  
  I am rejecting this response because:

  I already recieved an email and refund from the company that cleared my accout today (7/3). So im happy they canceled and refunded but their response on that they wouldnt was contradicting to what i just recieved. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/13/2023

  Hi ******,

  Thank you for reaching out and updating us about the refund.

  We are glad that we were able to negotiate a free of charge refund from our partners and it all worked out.

  Regards,

• Initial Complaint

  Date:06/23/2023

  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.

  When I went to book online the super travel website shows that there is a pool at the location. Once I arrived there was no pool and nothing either the hotel or super travel could do. We talked to the hotel on their website they have taken down where is says there was a pool but said that super travel has refused to take the pictures off their website. Super travel says that's this is a quality issue and they has ****** policies against refunding for quality issues. This is a false advertising issue and something needs to be done about it. I drove over 2 hours away from home in thoughts that I would be going to a hotel with a pool all to arrive there and there be nothing and nothing that can be done about it.

  

  Business Response

  Date: 06/29/2023

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

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room using super.com as I have been a customer for months due to needing a place to stay. On 6/20/23 I booked a reservation like usual only to be sent back to home page. The money was taken off of my card along with a deposit that was unaware of that isn't addressed on their end. Room was ****** but they took ****** for a booking that didn't go through with no explanation. I also have 31 charges still on hold from 6/11/23 until 6/20/23 of **** adding to another ****. I have contacted super.com many times and keep getting told a prepared speech about needing to contact my bank to lift the hold my bank said it's them that needs to lift the hold. When I spoke to an agent on the phone he could not see the 31 charges of the **** by looking up the reservations. I have provided photos of each hold ,amount and date. Everytime I book a room through super.com they never took more than the amount of the room but recently they have been taking an extra 15 to 20 dollars randomly. Some days they don't take anything some days they do. Makes no sense. Should be they do or they don't but I always got that back the next day. It says on there confirmation pages that super does not charge anymore than the amount for the room and the agent is acting like if it's not on the receipt then it doesn't exist. No hold amounts are on any of my receipts. I want the money back and tired of the run around dealing with robo like answers. My bank keeps saying super.com must lift the hold and my funds will be back within 24 hours. When I speak to the agents they have no explanation as to what these charges are which doesn't make sense since it clearly states in the photos that it's from them. Someone's not doing something right and it is extremely frustrating especially when you depend on this money to have a place to sleep at night. I no longer trust this company with the hidden holds they can't even explain and shady agents that repeat a prepared speech like robots

  

  Business Response

  Date: 06/29/2023

  Hi ******,
  
  Thank you so much for reaching out with regards to your booking B_9941719 at *****************************.
  
  We are truly sorry to hear about your experience.
  
  Kindly be informed that we only see that your booking is only $100.97 for the booking and not $115. In addition, we see that you made several searches and attempts to book that did not go through.
  
  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 no longer available, 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. 
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.
  

• Initial Complaint

  Date:06/21/2023

  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.

  I reserved a hotel through this company. The hotel was awful, complete with drug deals, homeless people, and a police standoff. We have obviously checked out, now the company is making me jump through hoops to get a $350 refund. This property should not even be listed on any site, especially if potential customers have children as we do.

  

  Business Response

  Date: 06/29/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_9951503  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. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  
  
  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 we appreciate your patience.  
  
  Best,
  Corporate
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  Date of ************* Transaction: May19, 2023 Date of Cancellation Confirmation: June 1,2023 Amount Paid to super travel: $296.93 Hotel Booking in ***************.We did cancel the booking as it was not confirmed from ************* Side. We cancelled the booking before the due date (Jul06 2023). We are not refunded/credited the Amount paid to our Account.Guest Name: ******************************** Cancellation Number: B_9515206 Booking Details Cancellation Number: B_9515206 Address:**************************** **************************************************************** Room Type:King Or 2 Double Beds Room Only Check-In: Tue Jul 11, 2023 (4 PM)Check-Out: Thu Jul 13, 2023 (11 AM)No. of nights: 2

  

  Business Response

  Date: 06/28/2023

  Hi Deepa ,

  We really appreciate your patience so far and the time spent explaining your concerns with this 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:06/20/2023

  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 for May 1st, check out on May 2nd with Confirmation number: B_9292631. The hotel placed me in a floor a few feet away from very loud construction renovations which woke me up at 7am. I informed the hotel I was woken up by all the loud noise and vibrations, and the hotel apologized and offered me a 50% refund, I accepted. After a few weeks I noticed no refund, I asked the hotel for help. They informed me I needed to contact supertravel to make the refund request. After contacting super travel and providing them an official letter from the hotel confirming the refund offer. Super travel informed me that to process a refund request, they will charge me $30. Basically supertravel wants to punish me and profit off me for the hotel offering me a refund due to loud construction noises that disturbed my sleep. I feel super travel is scamming me with made up policies to profit off my refund. The hotel promised me the refund, not for supertravel to pocket an extra $30! Unfair and super disrespectful.

  

  Business Response

  Date: 06/27/2023

  Hi *****,

  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.
  
  Our Amendments 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. Thank you for your patience and understanding all throughout.

  Regards,

  Corporate

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20208553
  
  I am rejecting this response because: I have not been provided a refund yet. The hotels guest service manager named *****************************, is waiting to approve of the refund request from super travel. ************ wants to issue me 50% refund, but super travel hasn't sent the hotel the proper request to handle this situation. And im stuck in the middle. 

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

  

  Business Response

  Date: 07/05/2023

  Thank you for your patience.

   

  Your partial refund has been issued. 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.
  
  
  Please see enclosed your refund receipt.

   

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

• Initial Complaint

  Date:06/19/2023

  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.

  On May 21 2023, I purchased an airline ticket for ****** USD (confirmation number ST521447) through Snaptravel. Shortly after confirmation email, I got an email stating: "Your order could not be completed. Please note that refunds may take several business days to post back to your account. We look forward to hearing from you next time you travel." However still today 6/19/23 I did not receive a refund. I just called the company and they stated that they are having "technical difficulties" with issuing refunds and that I should expect my refund within 6 weeks. I have requested that they put this in writing an send me an email. I do not trust that they will do any of this. Thanks.

  

  Business Response

  Date: 06/27/2023

  Hi ****,

  Thank you so much for reaching out.

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation. Please allow us to review the details of the issue, and we will get back to you via email.

  We apologize for the inconvenience and look forward to your continued patience. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20208209
  
  I am rejecting this response because:

  This is unacceptable. I have still not received my refund and this issue is not resolved. Super.com is a scam. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/03/2023

  Hi and thank you for reaching out.
  
  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 to the support you need as best we can. For support, you can contact the airline of travel through their customer service lines.  For cancellation or change requests, you can contact the airline or we suggest reaching 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 look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20208209
  
  I am rejecting this response for the following reasons:
  I contacted Super and was informed that my refund would be delayed but would arrive within 6 weeks due to an unresolved issue with the refund process. However, I have not received any refund to date. In response, I initiated a chargeback process and I am still awaiting my refund. If necessary, my next course of action will be to pursue the matter in small claims court.
  Sincerely, 
  ***********************, MD

• Initial Complaint

  Date:06/19/2023

  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.

  This agency is totally a scam. I bought an air ticket from them on Jun11. They charged my card immediately and informed me in a few minutes that my ticket is not booked. Niow, it is already 8 days after my booking. My money is still not refunded. Please help to investigate this business and push to refund my money back. My order confirmation is ST524735.

  

  Business Response

  Date: 06/27/2023

  Hi ****,

  We are so sorry to hear about your experience with your booking.

  Please allow us to check the information and we will get back to you directly via email as soon as possible. Thank you so much for your patience.