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:05/29/2023

  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 one room from May 27th to 28th on at **********************************************. Confirmation Number:?B_9520418. On the day before arrival, I received a message from supertravel says I'm all set to check in. We arrived at the hotel on May 27th, 5pm to check in at the front desk, we were told that my reservation is not showing on their system and all rooms are fully booked. The front desk staff told me that it was 5th time they had trouble with SuperTravel. Then we called the urgent care team of Supertravel trying to relocate another hotel that still available on that time. We made over 10 calls and wait until 11pm on the night, every time we were told that the urgent care team will give us a following up call in 5 minutes or 20 minutes. In reality, I didnt receive any calls or messages from them. We waited outside of hotel for over 5 hours and missed our dinner reservation. Our appeal was supertravel team could at least book a room for ** to sleep over the night, but they didnt. On the May 28th night at 11pm, which should be our check out date, I received an email from the urgent team said they had technical issues so they failed to booked me a room at *********************** hotel. Is that ridiculous they contact me on the check out date night? This terrible experience with SuperTravel ruined my trip. My request is that SuperTravel refund me the charge for *********************** hotel and the new reservation of *****************. No one helped me out for this case, I hope someone can investigate this and give me a result.

  

  Business Response

  Date: 06/06/2023

  Hi, ******
  
  Thank you for reaching out to us about your reservation .B_9520418  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 may have inconvenienced you.
  

  
  Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. In this instance, we can see that the Support team did try to call you the day the check in to offer relocation but they were unable to reach you over the phone so and email was sent the same day, with no response.
  
  It is noted that you were fully refunded for your original reservation and granted compensation.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20117193
  
  I am rejecting this response because:

  I don't see any call history on my end, you said the urgent care team trying to reach me on 12pm, I was on the plane at that time and no one called me again after that time. When I arrived hotel at 5pm and found that SuperTravel failed to book me a room, I made tens of calls to request relocating to another hotel, but I didn't received any responses or any call back from the urgent team. No one helped me to book a new room when bad things happened which is caused by the "technical issue" on your side. I and my husband stayed in a cold night with nowhere to go, do you still think refund me one night that I didn't get any service and failed to check in is fair to me? SuperTravel made mistakes with no solutions and ruined my travel with no cost. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 06/15/2023

  We understand your frustration.

  ***** note that, indeed, our Support team always reaches out via phone for urgent cases. If they are unable to reach you they will send an email. The error was that the reservation was booked in a different hotel due to a glitch. We check the records and can see that the Support team asked if you were willing to stay in the incorrect hotel, but no reply was received. Since relocation was not possible a full refund on your original payment method and 20% credit compensation was added to you Super Travel.

  Once again we apologize for the inconvenience.

• Initial Complaint

  Date:05/28/2023

  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 prepaid hotel booking with Super.com on May 24,2023. The booking was confirmed in app, via email, and text message prior to my arrival date of May 26, 2023. Upon attempting to check in, my booking wasnt found and I immediately contacted Supers customer support phone line. My phone number has since been blocked from contacting said support line. Please see the tweets linked below for the full account of my attempts to seek resolution on this matter.Part 1 of 2: ********************************************************* Part 2 of 2: ********************************************************* This was my first tweet to their Help account: ********************************************************* And this was my second tweet to their Help account: ********************************************************* The attached email sent to Super from me on May 28, 2023 was also sent at the same time via ******* direct message to their Help account.

  

  Business Response

  Date: 06/05/2023

  Issue resolved.

• Initial Complaint

  Date:05/24/2023

  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.

  Today May 24, 2023 I was looking for hotels and came across Super Travel. I found the hotel I wanted to book and for the date the paged refreshed when booking and the date was changed. I was looking to book for Friday May 26, 2023 - Saturday May 27, 2023. When I got the email confirmation I noticed the room was booked for today Wednesday May 24, 2023 - Thursday May 25, 2023. I immediately tried to chat with help and couldn't get connected to anyone, I called the number on the website and kept on being hung up. I was finally able to get a hold of a representative on the chat and explained my whole issue with the problem I had the date I was looking for and the date that it was actually booked. I was told by the rep that they had nothing they can do as this was a non refundable book. I continued to explain the issue and they just won't help. Confirmation #B_9590013

  

  Business Response

  Date: 06/02/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9590013 at the *********************************.

  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.

  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval. The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  

  We appreciate your patience in the meantime.

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation number B_9542770 is in regards to my resevation that was cancelled by the hotel manager due to a staff being inappropriate towards me on video. I already got confirmation from getaroom.com who is partnered with super travel that my refund was sent. At this point I want super travel to refund my 2 days along with the taxes which should total $200.03. The original total was $314.23 for 3 days. I dont feel the need to email anything because the proof has already been documented from the hotel to their partner. I want my refund immediately including taxes, especially being that I am a loyal consistent customer.

  

  Business Response

  Date: 06/02/2023

  Hi Tiara,

  Thank you for reaching out to us about your reservation B_9542770  at the ******************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. This also applies to their staff behaviour.

  Kindly note that the refund has been issued on May 27 2023 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, which includes the *** for tracking.

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

  Regards,

   

  
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a one night stay in ****** through SuperTravel.com. They were offering a great deal on a nice hotel so I booked it. I was not given a receipt for the charges and never saw the charge until it appeared on my credit card statement later that month. It was SO much more--hundreds of dollars more--than the deal stated. I cannot remember the exact price but I was traveling for business and am not allowed to book hotels over a certain price and so never would have booked this place at this rate. When I reached out to SuperTravel, they gave me the run around and even refused to provide me with a receipt detailing what they charged me! While I wish I had noticed immediately that the confirmation email they sent did not show me the price or give me a receipt for what I was charged, I did not notice until several weeks later when reviewing my statement.

  

  Business Response

  Date: 05/29/2023

  Hi *****,

  Thank you for reaching out with regards to your booking B_8911953 at the *************************************.

  Kindly be advised that the price and breakdown is presented pre and post booking.

  
  Please note that the rates you see online might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable.
  
  In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations.
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Best,

  Corporate

• Initial Complaint

  Date:05/23/2023

  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.

  This company is a scam. I booked a 3 night stay at the Motel 6 in Downtown ******* on April 3. I received an email confirmation but didn't look through it, thinking it'd be a normal reservation. Fast track to this month and I saw a charge on my card for $686.92. After not recognizing the charge amount, I filed an inquiry through my PayPal account. I looked through the SuperTravel email and saw that the original confirmation didn't even have a total price nor a price breakdown on it, anywhere. But I for sure did not book a Motel 6 for $228 a night! As soon as I filed an inquiry through PayPal, I immediately received a text from SuperTravel saying they had automatically cancelled my reservation because I did that. When I tried to talk to a SuperTravel agent about refunding my cancelled reservation, they abruptly said they couldn't help me because I had filed an inquiry and the reservation was cancelled (but where's my money that you took???). I finally had to formally file a dispute through my *********** ***** just told me they're still working on the dispute and said SuperTravel has up to two months to respond. This is their scheme. They overcharge you first and they already have your money in their company account. Then they make you wait at least two months for you to get your money back, after your own bank has to chase them. DO NOT USE.

  

  Business Response

  Date: 05/29/2023

  Hi *****,

  Thank you for reaching out with regards to your booking B_8991424 at ******************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation.

  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.

  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  We apologize for the inconvenience.

  Best,
  Corporate

• Initial Complaint

  Date:05/22/2023

  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.

  Really really terrible service. The hotel I booked with sent ** to an already occupied room not once or twice but 3 times where we had the room key and walked in on other guests (a few of which were not dressed or doing private things). I know that supertravel is a 3rd party booking site so I dont hold them accountable or at fault in any way for that situation just to be clear. The hotel also made it right and gave ** a full refund to make up for their terrible mistake. I paid for a room for myself and wife and also a separate room for my parents whom were traveling with **. The hotel manager gave ** in writing the proof he was refunding both rooms to supertravel. When I contacted supertravel in regards to the refund is when the truly frustrating part began. First everytime I was put on hold the agents would return to the call and hangup on me. This happened 4 different times where I would have to reenter the 30+ min waiting queue. With proof of the manager issueing a refund supertravel did refund ** the money completely on one but on the other room they charged ** an additional $30 for seeking the refund! This made no sense and then I was told this was their policy. So when I asked if this was the policy why did my other room get fully refunded when the situation and literally everything was identical. They could not answer this in their broken English and when I asked to talk to a manager they flat out refused and told me I dont need to talk to one because a supervisor would not be able to answer my question either. After 10 minutes of demanding a supervisor I was told finally that one would reach out to me in 1 to 3 hours.... its been 2 weeks and no call. The lack of professionalism and obvious gaps in their policies leads me to believe they try and get away with what they can to rip off their customers and I will 100% not book through them ever again. I would of been better off dealing directly with the hotel or a more legitimate third party booking company.

  

  Business Response

  Date: 05/29/2023

  Hi *****,

  Thank you for reaching out to us about your reservation B_9238136  at the *********************.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   

  We do see that our amendments team was able to coordinate the concern with the hotel and our travel partner, thus the refund has been processed to your account on May 5th. It would only usually take 3-5 business days to receive payment depending on your bank.

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

  Best,
  Corporate

   

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20090733
  
  I am rejecting this response because:
  

  Although I was given my refund I was then charged another $30 from you the same day and told it was a cancelation/refund request fee. I would like my $30 refunded as well. 

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

  

  Business Response

  Date: 06/06/2023

  Hi *****,

  There is a $30 service fee for this type of booking modification. Well charge your card on file after weve made the change for you. We remind you that because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control.

  Even though the policy of your reservation did not allow cancelation for this type of request, our Support took the time to negotiate with the accommodation and travel supplier and were able to secure you a refund.

  We hope we have clarified your doubts and concerns.
  
  

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20090733
  
  I am rejecting this response because:

  You are flat out lying. You did not negotiate anything on my behalf. You made me call the hotel manager and then send you the letter from the manager confirming they would refund me. You had zero interaction with the hotel. Dont make your shady business sound like something it's not. You didn't assist in the refund in any way. So what is the $30 fee for? You were refunded the entire amount from the hotel, had zero interaction with the hotel. You were out no money so what is this modification fee for? You didn't modify my reservation at all. I still stayed the night in the hotel so there was no service from you and you received the full refund from the hotel so no money was owed to you either. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/22/2023

  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 April 5th, 2023, a reservation was made and paid in full for May 11th to Math 13th 2023 for a two night stay at IHG ********* Downtown. On May 10th, one day before the checkin, we were told the hotel was overbooked and an alternative was said offered. We were later told this hotel was overbooked again. On the date of check in, another alternative was said found, later again overbooked. We were then told no alternatives available and go find our own. The price difference will be provided. Reservation ********** Two weeks after this happened, no refunds, no price difference was given. No response from escalation team. No resolution/compensation even though the room was guaranteed.

  

  Business Response

  Date: 05/29/2023

  Hi Jitong,
  
  Thank you for reaching out to us about your reservation B_9007882  at the ********************************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  We apologize for the inconvenience.

  Best,

  Corporate

• Initial Complaint

  Date:05/22/2023

  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.

  04/09/2023 I booked a hotel with supertravel. When I arrived at the hotel, they informed me that my supertravel booking had been cancelled and that I needed to rebook with them. I notified supertravel and asked for a refund. They have been stringing me along for over a month and a half since. Agents keep telling me an urgent care team member will be in touch soon but never is. This amount of time and non responsiveness is unacceptable

  

  Business Response

  Date: 05/29/2023

  Hi ***,

  Thank you for reaching out to us about your reservation B_9049973  at the ******************************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  We see that our team was able to assist you with your concern and provide a suitable resolution to the matter at hand. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:05/19/2023

  Type:Delivery 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 ordered a skin tag/mole remover product that is totally ineffective and can not get a refund.

  

  Business Response

  Date: 05/22/2023

  Hi!
  
  Thank you for contacting us regarding your experience with the product. We apologize for any inconvenience caused.
  We understand your disappointment with the product, and we sincerely regret that we cannot offer a refund due to our "all sales final" policy. As a gesture of goodwill, we would like to offer you SuperShop store credit in the amount of the item's purchase price. To receive this credit, please register a SuperShop account using the email associated with your order: ***************************************************************************
  
  We want to assure you that the item was listed as "all sales final" and, as per our policy, we are unable to accept returns for such items due to hygiene and safety concerns. Nonetheless, your satisfaction is important to **, and we truly appreciate your feedback. Once again, we apologize for any inconvenience caused and we hope that the store credit offer can be a suitable resolution. Thank you for your understanding.

  Customer Answer

  Date: 05/22/2023

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