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:09/17/2023

  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.

  I made a reservation to the extended stay south in ************** I had already been staying at this hotel for about 3 weeks so we already had a room this was my temporary housing I was living there. the payment for the day needs to be in by 11am to keep your room. I booked the room and paid for it on the website. When I went to the front desk to check in they told me I didnt have a booking and I needed to pay or leave the room. I called the website they said they would call me back in 20 mins with a resolution. They never called back. I had to keep calling and was not able to speak to a supervisor it would be 4/5 hours to talk to a higher up. So because of this I was kicked out of my room. I dont have another $100 to pay again. I called over and over the whole week trying to get my money back. Emails phone calls for the last 3 weeks and finally they sent an email saying their travel partners couldnt give a refund. The hotel will tell you I never checked in that day never had a room booked and never paid for a room. This website is a complete scam and I want my money back.

  

  Business Response

  Date: 09/27/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11016073.
  
  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: 09/27/2023

   
  Complaint: 20618022
  
  I am rejecting this response because: they told me they would have their urgent care team look into it every day I called. Which was everyday for 2 weeks and I never got a resolution or my money back. I dont even think they have an urgent care team because the first day they said it would be escalated to urgent care and I would have a resolution in 20 minutes and that never happened. I would like a full refund and I dont believe at all that the business will give it to me. Thank you.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  Hi *******,

   

  We're genuinely sorry for the trouble you had with your 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 on Sep 27th. A full refund and compensation were issued.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:09/17/2023

  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 through Super.com which was paid for in advance. On the night of my reservation I showed up at the hotel I booked and was told that my reservation didn't exist as Super.com never sent them my information. Because of this, as well as the fact that the hotel was fully booked that night, I was not able to stay there through no fault of my own and was simply out the $137.60 I paid Super.com for the booking. I have contacted Super.com multiple times including on the night of my stay and they have been exceedingly unhelpful. I ended up paying for a different hotel that night out of pocket. All I want is a refund from Super.com for the hotel I paid for and didn't get to stay at through absolutely no fault of my own. It's completely unacceptable for them to take my money and not deliver the service I paid for.

  

  Business Response

  Date: 09/27/2023

  Hi ********,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20617375

  Here's the information for my booking. Again, I simply want a refund for this booking as I wasn't able to stay at the accommodation I booked due to Super failing to send my reservation to the hotel. I called Super's help line multiple times from the number ************ including on the night of my reservation after discovering it didn't actually exist if you need to look at your records to confirm that I did indeed show up at my reserved hotel on the night of my booking and attempt to check in.
  
  Order ID: **********
  Email used for the reservation: **************************

  
  Thank you,
  
  *****************************

  

  Business Response

  Date: 10/04/2023

  Hi ********,

  
  Thank you for reaching out to us about your reservation B_10653373  at the **************************************************************************.
  We are sincerely sorry to hear that you had trouble 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 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.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20617375
  
  I am rejecting this response because:

  I did initiate a charge back with my credit card company as a last resort after multiple attempts at contacting Super for a refund proved fruitless. However, the dispute closed on 9/15/23 as Super sent documentation to my credit card company informing them that the fine print in the rental contract states they aren't actually responsible for fulfilling the reservation I paid for in advance. This may or may not be legal, quite frankly I don't know yet, but I think anyone would agree that it's highly immoral for Super to essentially claim that they can keep my money while not providing the service that I paid for. Regardless, because the dispute is unfortunately closed with no resolution on my end and has been for weeks now, Super is now free to give me the refund I am owed and this excuse is no longer valid.

  Thank you,

  *****************************
  

• Initial Complaint

  Date:09/16/2023

  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 signed up for a 7 day free trial to this service application and I contacted them using their preferred contact method and asked them to close my account so that my card would not be charged for the full subscription. They replied 1 time asking for the reason I wanted to close account and have never replied to my answer and keep trying to charge my debit card.

  

  Business Response

  Date: 09/26/2023

  Hi ******,

  Thank you for sharing your feedback and we apologise for any inconvenience.

  Could you kindly specify which account would you want us to close. Are you referring to your Super Travel account or your Super Pay account.

  We are more than glad to help you with the process once we get more information from you.

  Regards

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20615943
  
  I am rejecting this response because:
  

  I do not want any account open with this company so I want both accounts closed

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

  

  Business Response

  Date: 10/03/2023

  Hi ******,

  The membership includes several benefits like Cash Advance, Credit building, and up to 10% Cashback on travel. But if you decide not to continue, were happy to refund your subscription, as we're committed to ensuring our customers' satisfaction
  To process the cancellation of your account  you must contact our dedicated team, as it can only be processed via phone due to security protocol. You can reach them at *************** from Monday to Friday, 8 AM to 7 PM, EST.  

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

• Initial Complaint

  Date:09/16/2023

  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.

  On June 16, 2023, I made an online hotel reservation for a four night stay at Master's Inn in *****, **************. Upon our arrival, the innkeeper refused us our accommodation based on the fact that we were residents of ***** and within 75 miles of the location. Our central air had gone out and we needed a cool place to stay until it was replaced. We have tried to get our money refunded but the SuperTravel website refused to do so. We even had a letter for refund from the Master's Inn owner but it has not helped at all. Please help us in this situation. It has been a nightmare. We deserve punitive damages for discrimination against a resident within a seventy-five mile radius but I am sure they will not. I will be sure to tell everyone I know about SuperTravel's treatment of patrons and a hotel's heartless treatment of local residents in need.

  

  Business Response

  Date: 09/25/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9908354.
  
  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 re-escalated to our *********** 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.

  Regards

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20613397
  
  I am rejecting this response because: All I have received from them are excuses and apologies and no positive action. I am sick and tired of all the fruitless back and forth between the website and the motel. I want an immediate refund and punitive damages for the stress, aggravation, and the fact that I failed my two online courses at ********************************** because I suffered a mental breakdown due to this stress and upset. I have ADHD and this problem has made my symptoms worse. I paid for those classes out of my own pocket and now that money is wasted and I had to stop school indefinitely.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  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: 10/06/2023

   
  Complaint: 20613397
  
  I am rejecting this response because:
  You have consistently rejected giving us our money back and I am only giving you one more chance to fix this situation immediately. Refund our money immediately or we will take this to small claims court here in **********, ** and also ask for punitive damages for my lost college classes and the undue stress and upset you have caused us. You are a bunch of thieves and heartless monsters and I will never do business with super travel or Masters Inn again!
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/15/2023

  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.

  On 9/15/2023, I searched up the hotel I was looking to book via a search engine - either via pop-up, or other, I ended on their website. I called the number shows and made a reservation for the Hampton Inn in Cazenovia, reservation B_11141198. However, when I checked my card account, I see that I had been grossly overcharged. While I had been informed over the phone that the price was $260 something for the one night stay, I was instead charged $324.90 by them. I called the hotel directly to see what their pricing was for the night stay, and it matched what I had initially been told - $260something (INCLUDING taxes). I then called then immediately to get this resolved, and all I got was a bunch of run around - transfers to their "support team," and lastly being told that they could cancel the reservation, but I would receive NO refund. Afterwards, I checked online ********** and saw that something similar had happened to another family not that long ago. They are a SCAM and thieves.

  

  Business Response

  Date: 09/25/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11141198.
  
  We are truly sorry to hear that you had trouble with the reservation price. We understand your frustration and would like to address your concerns.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have already communicated with the hotel and they directed you to us for further assistance, we can proceed with your request only after receiving written confirmation from the hotel specifying the changes to be made.
  
  If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. 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.
  

  Regards

• Initial Complaint

  Date:09/15/2023

  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.

  To whom it may concern,I am writing to file a complaint against Super Travel, a travel agency that I booked a hotel reservation with. I made a reservation for a hotel in ************* for $608.23 on 12/23/22, for the dates of 4/18/23-4/22/23. I canceled my reservation on 1/14/23, well within the cancellation policy, and received an email confirmation that I would be refunded within 3-5 business days. However, as of today, 9/15/23, I have not received my refund. I tried calling Super Travel several times, but they dismissed my concerns and said it was a "bank" problem. This is unacceptable and unprofessional. I have confirmed with my bank that no refund was attempted by Super Travel.I request that Super Travel issue me a full refund of $608.23 as soon as possible. I also request that they apologize for their poor customer service and misleading information. I have attached copies of my reservation confirmation, cancellation confirmation, and bank statements as evidence. If I do not receive a satisfactory response from Super Travel within 10 business days, I will escalate this matter to the appropriate authorities.Thank you for your attention and assistance.Sincerely,***********************

  

  Business Response

  Date: 09/25/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7922584.
  
  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 specialist team who will be reaching out to the travel partner to investigate what happened to the refund and will follow up with you as soon as possible.

  Regards
  
  
  

  
  

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20610632
  
  I am rejecting this response because: Super Travel has not still not refunded me, has not responded to my email in 4 days and gave me incorrect information. They gave me a trip number and told me to call Booking. I tried and the number was not recognized by their system. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/09/2023

  Thank you for your patience.

  Our Support team had contacted the travel partner on your behalf but they have informed that since you made the reservation through Booking is imperative that you contact them directly for information on the refund. As informed earlier today by one of our Superviors, Booking requires you to contact them directly and seek refund proof.

   

  Thank you for understanding

• Initial Complaint

  Date:09/15/2023

  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.

  On 5/12/23, I booked 2 nights (June 9-June 11, 2023) hotel at ******************************************************************* via Super Travel (booking B_9427087) and prepaid the full amount of $406.92.My mother had a stroke on 6/7/23 and I traveled from ** to MD to be with her. On 6/8/23 I contacted Super Travel and requested to cancel and be refunded. On 6/8/23 I also called the hotel directly and explained my situation and requested a refund. The hotel was very accommodating and said I could absolutely cancel my reservation. They also told me that SuperTravel was difficult to work with and if they denied my request for a refund to tell them verbatim:"I understand your following your policy but may I please speak to your supervisor. Please send me an email notification confirming a full refund and any penalty will be waived. If they say hotel won't cancel "How can I get a credit so I can rebook thru you?"On 6/8/23 I received the following email from SuperTravel:"Hi *******, I am **** from SuperTravel. I am reaching out because the hotel contacted us to let us know that they have approved a FOC Cancellation for your booking on 09 Jun 2023. We just want to confirm that you would like to cancel this booking."I responded via email on 6/8/23 and confirmed the cancellation.I heard nothing further from SuperTravel nor did I receive a credit. On BOTH 6/27/23 and 7/11/23, I emailed SuperTravel: "Please advise when I will be refunded $406.92. Thanks"On 7/23/23 I received the following email from SuperTravel:"Hi *******, It's ***** here from Super Travel. I am following up on your ticket for booking B_9427087. Unfortunately our travel partners denied confirmation for the free of charge cancellation and so we will not be able to process a refund. We understand this may not be the outcome you expected and want to reassure we did our best. Thank you for understanding."I called, online chat, and emailed SuperTravel numerous times requesting a refund and they have refused.

  

  Business Response

  Date: 09/25/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9427087.
  
  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.
  
  We are pleased to let you know that a full refund has been processed on September 21st and it usually takes 3 - 5 business days for it to get processed.

  Regards

  
  

  Customer Answer

  Date: 09/25/2023

  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:09/15/2023

  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.

  B_10659721. Check in 8-14-23 check out 8-15-23 ****** motel. Have asked the motel for a refund they said no. Room was infested with c*** roaches! Killed around 30 roaches, had front desk man remove my microwave from my room as roaches were coming out of the vents! Would not move me to another room. Front desk told me to sleep with the lights on to help with the roaches. IT DIDN'T!!! absolutely no sleep. Super.com should have never let me book this room. I ask for a complete refund $45.87

  

  Business Response

  Date: 09/22/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_10659721.
  
  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,

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20608870
  
  I am rejecting this response because: i have already reached out to ****** motel management as I have stated previously.  ************** gave me the run around and said sorry about your luck. It is your responsibility to hold your clients responsible for deplorable living conditions for which the health department should be contacted.  It is absolute robbery that you took my money in this booking and respectfully ask that you may issue my full refund as requested.  Thankyou 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/03/2023

  
  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.

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Unfortunately, we do not have the power to override their management's decision.

  We hope we have clarified your doubts and concerns.
  
  
  

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20608870
  
  I am rejecting this response because: this was a nightmare booking that you have provided me. You have given me nothing but the run around, taking no responsibility whatsoever.  I find your unwillingness to help me with a resolution to my situation unacceptable,  and highly disrespectful 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/14/2023

  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 had a reservation for 9/5/23 to 9/5/7/23 & the booking# was ********. I checked out on 9/6/23 in the morning of 9/6/23. The Hotel @ ************************** issued a refund due to the problem we had with the room. The hotel submitted the invoice to show they adjusted the amount of the stay & emailed it to the customer service department for ********************. The hotel stated Super.com is the one that has to issue the refund. It is now 9/14/23 & still no refund. I was informed of broken promises that a supervisor would call back & that the refund would be issued. As of this day still no follow up nor a refund that was promised has been issued. I want this to go to the highest department that will issue this refund. I have had nothing but terrible experience with this *********** will never book through them again. Please help as soon as possible as this has caused a serious inconvenience.

  

  Business Response

  Date: 09/22/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_11005627.
  
  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 is being looked at by our *********** team and you will get an update from them shortly.

  Regards

  
  

• Initial Complaint

  Date:09/14/2023

  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 reserved a hotel from Super.com on 9/9/2023 in the late morning/early afternoon. I arrived at the hotel at around 2:30pm. We had a wedding ceremony at 3:30pm, so we were in a hurry. The hotel had no record of our reservation. (we prepaid it) I contacted customer service, and they said someone would reach out within 20 minutes. They didnt, so then we were told to give another 5 minutes. We had to leave the hotel after waiting an hour and missing the ceremony. Someone called me and I asked for a refund, because the hotel only checks in until 10pm, and we wouldnt be back before 10pm. I was told a supervisor would have to call me or email me. I asked for a call, but I never received a call. I did receive an email, and they asked me to send an invoice. I responded to the email multiple times to ask what invoice. They never responded to my email. I called back in two days later, and asked for a refund. I was told that a supervisor would call me within 24 hours. Again no supervisor ever called. I called in a third time on 9/14/23 and I was told the hotel thought I booked with someone else, so I needed to send an invoice. (first that isnt their business... second we didnt go to another hotel or book with one.. We drove home) The woman told me that the only way to be refunded was for me to obtain a written confirmation from the hotel that I didnt have a hotel there. I told them I have waited so long, and wasted so much time. I purchased a reservation that they couldnt figure out how to get for me. It was not my problem that I couldnt check in... It was their problem. They should do the research to see if I wasnt able to check in. Not me. I still have not received a refund, and I was unable to ever check in. They are now trying to hide from me, and they are making it time consuming for me to get a refund.

  

  Business Response

  Date: 09/22/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_11060576.
  
  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 is being looked at by our *********** team who will follow up with you as soon as possible.

  Regards