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:09/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room through SuperTravel and then proceeded to call the hotel and they never got that reservation. The company took money out of my account and never had put the reservation at the hotel. So then i cancelled the reservation and said i would get a refund in 3-5 days and i never did.

  

  Business Response

  Date: 10/04/2023

  Hi ****,

  
  Thank you for reaching out to us about your reservation B_10254440 at the *******************************************.

  
  We're genuinely sorry for the delay in response while we reviewed 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. We've also been experiencing a high volume of bookings and subsequently, an increase in support queries, in addition to the normal volume for peak season in this industry, so it takes us longer than usual to respond, as this spike also affected our travel partners.
  
  
  We truly understand your frustration, and we're fully committed to addressing your concerns. Since you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  We've ensured that our dedicated Chargeback team is aware of this matter so the refund can be processed via the dispute.

  
  We hope this explanation clarifies the situation.

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a room for ********* ** and when we received the receipt it was for *********** ** through Super.com back in Mid August. We immediately called to let them know of the mistake on their website. ***** said we didnt pay the extra fee for a refund so I asked for a supervisor. Supervisor said they would do a one time courtesy of a full refund with proof from the hotel that they would not charge Super or any fees. *****, asst ******* of Amp Inn said she would not charge anything or any fees. She emailed me all information Super asked for. Ive called Ive emailed, each time is a different story or issue. I finally got it approved, $30 fee waived as a one time courtesy, now they are saying it has to go through another third party, as they are a 3rd party of expedia, to see if they will approve it. Yet, my charge came out immediately from Super.com. I just want my $173 back. We did not even attempt the reservation and it has been a month or over trying to get it back. Ive read pissedconsumers.com reviews and this is an ongoing issue with this company. They wont return my calls or emails anymore. They are now responding to my husband email as if it is all new issue and now not replying to him as well. We did not receive the services use the services etc and we want out full refund. Please help me because *** called and done everything I know to do and asked of, even with expedia and can not get anywhere or my money back!

  

  Business Response

  Date: 10/04/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_10835830  at the ********************.
  
  
  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.    
  

  It is noted that our Support team was able to resolve this issue. The refund has been issued on and 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.
  
  

  Customer Answer

  Date: 10/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept the resolution of this case. However, ** completely still dissatisfied with this company and know the only reason I successfully received my refund was because of the BBB, so thank you BBB
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/26/2023

  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.

  Booked reservations thru reservationstays.com for vascular neurosurgery in *******, **. ******************. Unfortunately, surgeon was unable to perform the surgery due to additional info from my preop angiogram. So I canceled my Sept 23, 2023 date at Best Western Surestay. I called ReservationStays to request a credit card refund for the one day. The representative assured me that they would provide refund once they received confirmation from me to verify my reason for cancellation. I sent them the surgeon narrative from my patient portal, (hipaa protected legal doc), and the response from ReservationStays was a short email stating that my work order had been closed. Period.

  

  Business Response

  Date: 10/06/2023

  Hi ****,

  Thank you for reaching out to us regarding your reservation B_10796891.
  
  We are truly sorry to hear that you were not able to utlise the reservation due to change in plans. We understand your frustration and would like to address your concerns.
  
  Your reservation refundable period was until September 15th and that means any attempt to cancel the reservation post that would have to go through approval from our travel partners. 
  
  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. To expedite the process, we have escalated your case to our Amendments team, who will liaise with the accommodation to seek an exception on your behalf. They will be in touch with you promptly to update you on the progress.
  
  Once again, we apologize for any inconvenience this situation may have caused you, and we appreciate your understanding. 

  Regards

• Initial Complaint

  Date:09/26/2023

  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 one night stay in ********* Travelodge to check in September 23, 2023 and check out September 24, 2023. Super.com cancelled my reservation and asked me if I wanted another hotel. I replied with yes, proceed and they never got me another room. I tried contacting customer service and it was horrible. All they said was that they would escalate my situation and that someone would reach out, its been four days and nobody ever reached out. They charged my card and took my money. I called again and they said someone would reach out and Im Still waiting, its been four days. I still dont see a refund. Super.com does not replies to emails and hangs up when I call. B_******** is my confirmation.

  

  Business Response

  Date: 10/04/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_11146980 at the ******************************************************.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  
  We're genuinely sorry for the trouble you faced with the cancellation of you reservation.
  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.
  
  
  It is noted that our Support team was able to resolve this issue.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:09/26/2023

  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.

  I had bought hotel stay for 9/27-9/30. Their system messed up and changed my date to 10/04-10/07. I didn't fully click for it to charge the card and next thing I know I'm out $364 and I'm told they can't refund or change the dates. I have been trying to get this resolved and they won't do anything even though it was not authorized nor did I select those dates

  

  Business Response

  Date: 10/04/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_11320443  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. As informed as by one of our supervisors, the only exception that would allow us to issue a refund or compensation would be with hotel approval. Once you have received written confirmation from the accommodation, please contact our Support team and we will be happy to process your refund or modification.

  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:09/26/2023

  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.

  What a horribly unprofessional and stressful experience we had with Super Travel. Back in July, I booked a 1 night stay with Super Travel for Sept. 16th-17th at the ******************************. Confirmation number B_********. In calling the hotel on Sept. 15th, they said we have no reservation at that hotel. I immediately called Super Travel, at 5pm Friday night. I was 91 in the queue and was on hold for 4 hours. I emailed them as well. My last hour of being on hold, I got a response to my email to rest assured it is being looking into. HCN# KMM4FY. I stayed on the line and spoke with a representative to only told me rest assured it has been elevated and looking they are looking into. Next morning we need to leave for *********** and so on the trip there we call for updates. After being on hold for an hour, a representative said they are still working on then disconnects me. I called back immediately. Again they tell me it is being looked into and somebody will call me in 45 mins. Nobody calls. At that point, I am in *********** to see my daughter compete at a Gator game in a town where all hotels are sold out. I call Hilton for help. They finally found my reservation, but it is at a ***************************** in *******, not *******. Luckily because of my husband's Hilton status and then great work of a Hilton representative talking and pleading our case to the front desk at Hilton Garden in *******, they worked magic and for us, a room for the price of $617.63. I am attaching your confirmation emails, representative email and ************************* for the night. I am requesting that you reimburse us for our stay at Hilton. We had to book last minute because of your error $617.63 plus for all our stress and frustration the additional $255.90 from original booking. In total, $873.53.

  

  Business Response

  Date: 10/04/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_10421530  at the *****************************.
  

  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.
  
  Your feedback is vital, and we're committed to ensuring our customers' satisfaction. 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 *** have inconvenienced you.

  
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20659391
  
  I am rejecting this response because:
  I would like a specific date for the to super travel to respond regarding refund.   October 9th would be ideal before you close the case.  I am afraid they will never truly look into or respond.   You close the case and I am back to **********.
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/17/2023

  One of our Support agents will be connecting with you shorlty.

   

• Initial Complaint

  Date:09/25/2023

  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.

  did a booking through your company last week and I have some issues regarding it. The confirmation number was: Confirmation Number: B_11236501 Heres the details for the information:Booking Details Confirmation Number: B_11236501 View Reservation Online Address:************************** ****************************************************************** I just wanted to let you know that I decided to book this hotel room because on your site it stated that it was a decent hotel and received 3.8 stars. Im super disappointed and unhappy with the whole experience and with the use of your site. This was the first time I had ever used super.com and will most likely be the last. Below is what happened with pics.The hotel is listed as a ******************* but its not it has been sold to another company Blue Relianse and they have not taken down the signage so its pretty misleading on your site and the hotel itself. The hotel had dead crickets on the tile floor, bed bugs, dirty smelly towels and musty smells throughout the hotel not to mention drug smells throughout. The outside glass security door that should have been locked and only should be opened with a hotel card did not work and didnt close properly. No safety measures at all. The hotel card didnt work properly and as you can see in the pics the door jamb was pried opened. Not safe!The shower had pubic hair on the walls and the sheets, floors and walls were dirty. The free breakfast was unsanitary. Im just really sad that this stay was so bad. Please see pics The room numbers were wood numbers glued on painted canvas. Super unprofessional and creepy. Id really appreciate a refund. This was a pretty scary event and unsafe situation. Thanks in advance,

  

  Business Response

  Date: 10/04/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_11236501  at the **************************.

  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.
  
  
  When issues arise during your stay, it's often most effective to communicate directly with the hotel management. They are in the best position to address your concerns and take steps to make your stay as comfortable as possible.
  
  
  In exceptional cases where you've communicated directly with the accommodation, and they have directed you to us, we can consider making exceptions to our usual policy. If this happens, we recommend obtaining written confirmation from the accommodation regarding any agreed-upon discounts or refunds and sending it over to our Support team. This helps ensure clarity and avoid any misunderstandings.
  
  
  We hope we have clarified your doubts and concerns.

• Initial Complaint

  Date:09/25/2023

  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 the super.com website to book a room at *************** located in ******* ***** on Friday I was giving a confirmation number and I voucher and told all I had to do was show it to the clerk and check in upon arrival the clerk took my ID in my voucher and told me that he could not rent to me you could not give me an explanation why and I contacted super.com I waited three and a half hours for someone to call me back and they finally did they told me that I needed to get a refund verification letter from the clerk at this time it's 3:00 in the morning so I wait until the next morning after sitting all night inside the road with my bags no place to go I went back to the motel and the clerk gave me a handwritten note that said simply please return please refund the room side **** want to contact the super.com supervisor again he told me that I need to submit the form and they would review it and let me know the outcome I told him that it was a handwritten note and it was nothing official about it I've been received an email saying that it was that they could not accept that as documentation and they would not refund my money because it was not an official document that I needed to go back to the clerk and get something official there's nothing official about this motel and I don't feel like it's my job to do anything I understand it was an honorable policy however not all parties involved held up there into the bargain I don't feel like I should be charged $95 for a service that was not presented provided to me

  

  Business Response

  Date: 10/04/2023

  Hi *********,
  
  
  Thank you for reaching out to us about your reservationTropicana Motel at ************* *******************text="true">
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible.

  
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20654409
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/25/2023

  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 Sunday September 10th I made a hotel reservation through super.com. Super.com charged $133.13 cad for reservation confirmation B_11084209 .When arrived to the hotel the receptionist said they were not able to find any reservation with B_11084209 confirmation number. I tried to reach out the super.com customer service and it took them 1 hour to get back to me and even after that they didnt resolve the issue instead they said that the issue was noticed and escalated to higher team and they would reach back to us. I had to wait for more than 2 hours outside the hotel and had booked another hotel on that night. I have to raise another ticket with super.com for refund of $133.13 cad for which they replied back saying that they would need an invoice of reservation. Once I sent the invoice, I didnt received any refund but instead it was showing that your issue was resolved. I had to open another ticket putting all the details and the support guys replied saying sorry your booking was confirmed but didnt mentioned anything about the refund. Please help me to get back my refund . Thanks.

  

  Business Response

  Date: 10/04/2023

  Hi *****,

  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.

  In this case we case our Support team, had requested the invoice of your alternative stay, so you can be reimbursed for the rate difference in case you had to pay a higher rate for a comparable accommodation, as the accommodation had confirmed that they were able to locate your booking and you could check-in. This document was not what you sent.The ticket, was resolved after this requested and notified that it must be sent on a new email as the closed ticket response is not monitored.

  Please connect with our Support team with the correct documentation so a full refund and compensation cam be issued.

  We hope we have clarified your doubts and concerns.
  
  
  

• Initial Complaint

  Date:09/25/2023

  Type:Sales and Advertising 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.

  Hi. I have booked a hotel through super.com on Aug 29,2023. The price was very attractive. They offered CAD ****** for one night at ***** 2 star hotel in ******** **********. The price was $20 dollar cheaper than conventional site such as Expedia and Booking. Then I decided to book by this super.com site. At the moment of the purchase it was very clear total price ****** (with large font size) for one night (such as Expedia and booking do; companies that I have been booking hotel for a long time). However, after complete payment I saw in a very small tiny letter a note saying that I would be charged more $ ****** for the stay, which is crazy expensive for a 2 star hotel (******+******). I contact super.com and mentioned about the hidden fees and lack of transparency. They said that couldnt do anything. Then I called the Hotel Redac and they mentioned that they never heard about this super.com and mentioned that the booking can be canceled 24h before the check in. They kindly cancelled the reservation and mentioned to be aware of this scam companies. Thank you

  

  Business Response

  Date: 10/04/2023

  Hi *******,

  Thank you for reaching out to us about your reservation B_10887334  at the ******************* In ********.

  We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  Our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals. This informations is included on our website.

  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. 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.

  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 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 written confirmation from the accommodation, please contact our Support team and we will be happy to process your refund or modification.

   

  We hope we have clarified your doubts and concerns.