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:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made 3 reservations for 3 days a piece through super.com and there were bugs in my husbands hotel room it was a handicap accessible room. the hotel tried to move him but due to the unavailable of more accessible rooms he couldnt move up flight of stairs. We told the hotel about this and they said they couldnt return our money because we booked through a 3rd party OTA(online travel agency) and to call them. I called them and they gave me the run around. Now Im out almost $600. 3 stays 1) 8/19-8/22 paid $184.96 2) 8/22-8/25 paid $ ******, 3) 8/25-8/28 paid $195.93. When I contacted them they were rude and told me I had to get my money back from the hotel, the hotel said they cant refund me because I didnt purchase through them, when I told super.com about it they brushed me off and told me that they cant refund me, I paid almost $600 for a hotel room that was disgusting and full of bugs.

  

  Business Response

  Date: 09/29/2023

  Hi ********,
  
  Thank you for reaching out to us about your reservation B_10822411, B_10787489 and B_10753377.
  
  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:09/20/2023

  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.

  I was charged for a hotel booking on June ***** at ***********************. Confirmation #B-9894587. The hotel would not accept the booking as i was told they wouldn't except the low rate i received. I've called and spoken to Super several times. Each time i was told i will get a refund but nothing ever happens. Its been 3 months and still no refund. That's all i want is my money back as Quality inn would not accept my reservation.

  

  Business Response

  Date: 09/30/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9894587.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will follow up with you as soon as possible.

  Regards

  Customer Answer

  Date: 10/07/2023

  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. They refunded the amount that was paid. Took a long time but they came through. Thats good for me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/19/2023

  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 Sunday August 20th 2023 I booked a one night stay with Super.com/Super .com/travel. The stay was to be a check in on 9/5/23 to 9/6/23. My daughter had her nursing boards exam scheduled for 9/6/23 and we wanted to not have to make the 2 hour drive that morning so we booked this hotel. (Hotel info included in the attachment.). So she was under a lot of stress. What was supposed to be a simple transaction turned into a unforeseeable circumstance. We arrived at the hotel on 09/05/2023 and we were told that we did not have a room. Our booking reservation was booked and cancelled on the very same day. (Not by me). I immediately got on the phone with the booking company in hopes of resolving this. After over 2 hours on hold and a very stressful daughter I paid out of pocket for a room with the hotel attendant. So at this point I have paid for a one night stay twice!! I figured I would just simply get things rectified while my daughter was taking her test. Boy was I wrong. I sent numerous emails and online chats to both Super booking along with my PayPal account resolution center (How I paid for my hotel with Super booking, originally). Each company in turn kept passing me back and forth amongst the two companies with no one seeming to want to fix my issue. As of today September 19, 2023 I still have not been issued a credit for the money I paid for a hotel room that I did NOT get through Super booking.com. I have attached all correspondence along with confirmation #s and receipts. I have also included a copy of the receipt for the out of pocket I paid to actually get a room with the hotel. So basically I paid the hotel directly for our room and also paid Super booking thru PayPal for the room. I am asking for a refund for a service I did not receive or was provided. I thought this was going to be a simple process not a file a dispute with Super booking file a resolution with Pay Pal and to no avail with either company. Please advise.

  

  Business Response

  Date: 09/28/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_10769549.
  
  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: 09/28/2023

   
  Complaint: 20628036
  
  I am rejecting this response because: I paid for this with Pay Pal and basically they have advised me that they can do nothing to help me.  A credit has to be issued by your company.  Since I never got a hotel room and prepaid for it I need a refund immediatly.   You have received my money so you need to issue my refund.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/04/2023

  Hey ****, 

   

  We truly understand your frustration, and we're fully committed to addressing your concerns. As we informed you before, 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 apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

• Initial Complaint

  Date:09/19/2023

  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 went through Super.com to book a hotel room for Sept ***** while on the road, and upon booking through their website, there was an error that changed my booking dates to Oct 2-4, which I did not notice until I received a confirmation email showing dates that I didnt book for. I called the Town Suites by *********************** East immediately and explained what had happened, and the person I spoke to ******, was more than happy to cancel the reservation, and I thought we were good to go. 3 days later, I realized I had not received a refund from Super.com, and when I tried to tell them what happened, they kept citing their No Refund policy, which normally would apply, but seeing as it was an error on their part that caused the issue, it was decided that they WOULD refund me, as long as I sent them all the information they required, including my personal information, the booking confirmation number(11095033) and the confirmation of the No Charge(50990757) along with the name of the person working, address, phone #, etc. I called the hotel, got that info, email it, and waiting 3 more days for my refund. It never came. I called super.coms support line back again and this time the person told me that the email had to come straight from the hotel, which the hotel does NOT do, because normal policy is that the booking agency calls to confirm the cancellation, so the reps at Super.com keep lying to me to prevent me from getting a refund. This is fraud. The hotel has confirm multiple times that they had not problem cancelling the charge, so Super.com is just stealing my money at this point and refusing to correct an issue that was THEIR OWN FAULT FROM THE START. This is textbook theft and needs to be resolved before they keep stealing from others, and Im sure this has probably happened to a bunch of people before me.

  

  Business Response

  Date: 09/28/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_11095033.

  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.
  
  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 and our amendments team will follow up with you as soon as possible.

  Regards

  
  

• Initial Complaint

  Date:09/19/2023

  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.

  The transaction was made on 9/17 for a hotel reservation for Tropicaca ******************* and a total of ******* was paid for this. A day after booking, I attempted to contact the agency via phone and online chat regarding the incorrect dates booked but there are no options to speak with a customer representative. I booked the days for 10/31-11/5 but I will only be in ********* for 11/3-11/5. I would like to discuss options given that I am still planning on traveling, but the dates that I booked were incorrect but I am unable to reach anyone regarding this issue.

  

  Business Response

  Date: 09/28/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_11180927.
  
  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: 09/28/2023

   
  Complaint: 20627613
  
  I am rejecting this response because:
  

  I hope to keep this case open until the dispute with the bank has been decided.

   

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

  

  Business Response

  Date: 10/09/2023

  We truly understand your frustration, and we're fully committed to addressing your concerns. As we informed you before, 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 apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

• Initial Complaint

  Date:09/19/2023

  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.

  Booked a stay through super.com. The hotel canceled the stay the day of and agreed to have the entire amount refunded. Super.com support received the confirmation form the hotel that the refund would be issued. Super.com has yet to provide the refund and has not responded to email requests as to the status of the refund in over 3 weeks.

  

  Business Response

  Date: 09/28/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10821708.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will follow up with you as soon as possible.
  

  Regards

  
  

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20626953
  
  I am rejecting this response because I was contacting last week after the complaint was filed with the same message from the company that my complaint has been escalated to the *********** Team and that I would be contacted soon to resolve the issue. I have yet to actually have a representative from the company contact me or resolve the issue.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/09/2023

  Hi ****,

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

  The refund has been issued 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.

  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 10% of your reservation, so you can use it for a future stay. It is already available to use.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 10/11/2023

  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:09/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been using super for a few months to book hotels. Starting last month (August 2023) I keep being charged a monthly fee of $19.99. At this time I been charged twice so $39.38. I never signed up for a recurring service or anything else for that matter. I tried contacting them multiple times but the call either drops or I am unable to speak to anyone because there is no option to speak to a representative. I would like a full refund and for them to discontinue withdrawing money for a service I never signed up nor requested. Thank you.

  

  Business Response

  Date: 09/28/2023

  Hi ******,

  Thank you for reaching out to us regarding monthly charges. We apologise for the confusion. These charges are nothing but monthly charges for the Super+ membership that you agreed to enrol into.

  It's important to note that the membership offers multiple benefits: Cash Advance, credit building and up to 10% Cashback on travel a significant advantage. While we understand your concerns, please be aware that membership cancellation is possible at any time. However, due to the reasons mentioned earlier, cancellation is not applied retrospectively.

  For any additional support or inquiries, our dedicated ************* team is available to assist you. You can reach them at *************** from Monday to Friday, 8 AM to 7 PM, EST. Alternatively, you can also email us at email ********************* Your satisfaction remains our priority, and we're here to provide the assistance you need.

  Regards

  Customer Answer

  Date: 10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/18/2023

  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.

  I am seeking a refund for a $821.70 flight purchase made on May 31st, 2023. The initial purchase was for the wrong dates. Upon realization of this, I immediately filed for a refund which was promised by the company. Several emails were exchanged regarding the return but it was never actually deposited into my account. Two further emails were sent in June and one in July but nothing. I have not been able to get through to the company since and the initial email used for communication is no longer in service.

  

  Business Response

  Date: 09/28/2023

  Hello ******,
  
  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations. However, because your booking was with Bookingvault and not Super, Super has limited access to service your reservation.  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 we appreciate your patience and understanding.
  
  Regards,
  
  

  
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20623421
  
  I am rejecting this response because:

  This company is a bunch of scam artists. Strung me along for months promising a refund which ended up culminating in a dissolution of the "company". Can't wait for the next subsidiary these clowns come up with. Stay away.

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

  

  Business Response

  Date: 10/09/2023

  .

  Customer Answer

  Date: 10/12/2023

   
  Complaint: 20623421
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/18/2023

  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.

  I needed to make a reservation using a group code that was to give me a discount. I googl searched for the Hyatt reservation number, and I clicked on the first number that popped up, not realizing it was a third party site. I explained to the lady on the phone several times that I had a group code and the the reservation block was under a certain name. Either she did not care, or she did not understand. The next day I realized she did not use the discount code, and I tried to fix that. However I was told I could not change anything on my reservation. I called the Hyatt sales manager, and asked her former help and she was happy to help. She canceled the reservation made through reservation stays free of charge, and helped me book under the discount code. She even sent me an email confirming the FREE CANCELLATION. When I contacted reservation stays, they acted extremely helpful and said my refund would be processed in 5-7 business days. Today I received and email stating that I would not be receiving my refund because the Hyatt declined the free of charge cancellation. Reservation stays asked me for the email that said my cancellation was free, and the received it. I am hopi g that by posting here, they will do what is right before I have to file fraudulent charges on my credit card. I have enclosed the email from the Hyatt and from reservation stays

  

  Business Response

  Date: 09/20/2023

  Hi ********,
  
  Thank you for reaching out to us about your reservation B_11019949.
  
  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 amendments team who will be following up with you as soon as possible.

  Regards

  
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20621534
  
  I am rejecting this response because: I do not want the case closed until I receive a full refund. I was told by one person on the phone that my refund would be to me in 5-7 business days, only to be told by a different person that I was not going to recieve a refund. So until I have my money back, this case will remain open
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/18/2023

  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.

  I made a hotel reservation 8/26/23-8/28/23. through this company. When I checked in to the hotel I had to pay for my reservation. I contacted this company for a refund. They requested a hotel invoice for the refund. I provided them the official hotel invoice for the refund as requested and they still refused to give me my refund.

  

  Business Response

  Date: 09/28/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_10821036.
  
  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,