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:09/13/2023

  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 08/27/23 made a reservation on super.com. arrived on 09/01/23 arrived at hotel check in 03:00pm. Desk guy stated he had no reservation or any rooms. after a hour of talking with super.com they sent me another check in number same hotel and it did not work because there were no rooms. after another hour of talking on the phone and waiting for a total of 2 hr we had to drive after driving 10hr drive to a new hotel an hour away there last room. Super stated they would not refund my money when i requested it on the first phone call. they called back stated they would send a refund when I sent the receipt in I did 2 times they refused the receipt. This has nothing to do with that I paid for a room they did not deliver.

  

  Business Response

  Date: 09/22/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10784115.
  
  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: 09/22/2023

   
  Complaint: 20599838
  
  I am rejecting this response because: I have received 2 emails stating they closed the case.  I emailed what they asked for and they refused it the urgent response people.   This response is just a ploy to delay it more.  I am not willing to be on the phone again becouse every time they transfer to another person it is 20 minute wait.  Other than a response of full refund or more this will not be closed.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 10/03/2023

  
  It is noted that our Support team was able to resolve this issue. Please see the refund receipt attached.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 10/04/2023

  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:09/13/2023

  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.

  Terrible company. I booked a stay through Super.com and when I went to their suggested hotel, I got bed bugs. I told the hotel and was informed that I would receive a full refund, but needed to go through my booking agent (Super) to go about this. On 07/11/2023, I officially filed for a refund, through the guidance of a member of customer support. Now, on 09/13/2023, I have yet to hear a single thing back from my agent. It has been over ************************************** my original messages w/ customer service, that I would receive a refund within 30 days. Since then, I have reached out to customer service twice, attempting to get ahold (or find someone who can) of the agent assigned to my case, as I have sent 10 unanswered emails in the last 60 days. I was told, 4 weeks ago, that my agent would "reach out soon". Still no contact. Today, I attempted to further the situation by contacting customer support, but I was informed that "they cannot change my agent", "cannot change the situation", "cannot promise when a refund will arrive", and "cannot inform me of why the refund has not been issued". The customer service agent, "**************" told me that they had to get "the approval of both the hotel and our travel partners to make sure everyone's on the same page." ********* already issued a full refund, and when I asked who their partners were, the customer support agent told me it was classified. It was when I inquired "why are you not able to answer any of my questions about my money, that was promised to be returned in less than 30 days?" that the agent disconnected the chat.I am beyond frustrated at this point and simply am just trying to get my money back from an already horrible situation that incurred at the original hotel.Attached is a screenshot of 8/10 unanswered emails sent to the agent, w/ dates visible.

  

  Business Response

  Date: 09/22/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9549487.
  
  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.  

  This case has now been resolved and a full refund processed on cancellation.

  Regards

  
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20599567
  
  I am rejecting this response because: I appropriately informed the customer service, all 3 times that I contacted them, that the refund had already been approved by the hotel. I also emailed my agent informing them that the refund had been released by the hotel. I went over 60 days w/ no response from the agent who promised I would receive my refund within 30 days, as well as the fact that I was told by Super.com, when I first contacted customer service. I sent 10 emails to my customer service agent who was supposed to handle my case over the course of the 60 days and never once got a response. Thats despicable. Only after I submitted a complaint to the BBB did I receive any kind of help in a refund. In fact, the customer service rep who was supposed to help me in my final contact ended the chat after telling me over and over that they could not answer any questions I had and that it was due to confidential travel partners which means nothing other than an excuse for nothing happening up until that point.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/03/2023

  We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. Rest assured that this have been flagged to our Quality team and internal measures are being taken.

   

  For context, our hotel rooms are sourced from different partners including Expedia, Booking, Priceline as well as wholesalers to get you the best rates, and what makes us special is our access to exclusive deals. This is just to explain that every request must be confirmed both by the accommodation as well as the travel supplier. In the last couple of months, nonetheless, 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.
  Rest assured that we are fully dedicated to enhancing our services and ensuring that your experience is smooth and efficient, with the utmost priority placed on delivering a swift resolution.

  As mentioned before we have received approval from the travel partner and your refund had been issued on 09-16-2023.

  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 25 USD, 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: 10/04/2023

  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:09/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for this app called super cash at the time now it's called super.com. They claimed to build my credit by spending with their debit card. I never opened a line of credit and they hurt my credit. I would have never signed up if they were honest and told me it would hurt my credit. I made purchases with money not credit and never saw an increase in credit. I never owed them money.I have disputed this with experian, and transunion for it to be taken off my credit report. Not long after super.com decided to readd themselves and continue to hurt my credit. I have told their customer service I was displeased they lied to me and they said there's no guarantee they can remove themselves from my credit report. I find this unacceptable since their customer service lied to me about this being just a debit card.I want them taken off my credit report and for them to never touch my credit again. Attached is their customer service telling me that any spending used with their "debit card" will show as an on time payment as if "it was an unsecured credit card" which to me means it's not a credit card. I cannot use it as if it was a credit card as I was not given a line of credit.

  

  Business Response

  Date: 09/22/2023

  Hi ******,

  We're really sorry to hear about your recent experience with our customer support team and we thank you for proactively bringing this matter to our attention it truly aids ** in enhancing our services. Our main goal is to make sure you're satisfied as much as possible, and we're genuinely sorry for any trouble this may have caused.

  To get more information on how this card works and how credit is built up over time please visit our help centre *****************************************************************. Additionally, you're also more than welcome to reach out to our ************* team at ***************. They're available Monday through Friday, from 8AM to 7PM, EST, and they can't wait to assist you on your journey to financial empowerment.

  Regards

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20599530
  
  I am rejecting this response because:

  Generic useless response.  I want Supercash to remove themselves from my credit report.  If they're gonna lie to me about their services then they don't deserve my business.  I wanted to build my credit not hurt it.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/03/2023

  Hi ******,

   

  We promote our card as a secured credit card, which means it is a credit-building card that provides features like a debit card and credit card - such as cashback, credit building, etc.

  
  At first, it may seem counterintuitive, but adding a new account can actually help your score over time. Anytime you add a new tradeline to your credit file, the credit bureaus automatically decrease your score because you have access to new credit. However, over time, another account can help your score.
  One of the factors that determine your credit score is your "credit mix." If you currently have only one type of account, opening a new line of credit can show lenders that you are capable of managing different kinds of credit. This can lower their risk of lending you money and improve your credit score.Furthermore, opening a new credit card account can lower your credit utilization rate, which is another factor that impacts your score. Over time, this can lead to an increase in your score.If you are starting to create a positive payment history, which you will automatically do with a secured card, opening a new account can also be beneficial. By us recording timely payments, you can demonstrate to lenders that you are responsible, which can help increase your score in the long run.Overall, adding a new account can be a great strategy for improving your credit score.
  
  If you have further questions please, email us your details at ******************** A representative will reach out to you as soon as possible. Thank you for understanding

• Initial Complaint

  Date:09/13/2023

  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 book through super travel all of the time. In fact I guarantee I am one of their best customers. Anyways, I had two bookings for hotel reservations canceled and the money was refunded to supertravel. The debit card I used for payment was stolen so I canceled it. Because of this when they tried to refund me the money it was declined. I informed them of this and asked if I could give them a different card to put it onto or if they could mail me a check for the refund. They told me no and to contact my bank. I did just that and my bank said it is absolutely unheard of that they wouldn't either put it on a different card or mail me a check and said there is nothing they can do. I informed supertravel of this and have been ignored. I have emailed them 15 times, and have live chatted with them another 10 times and get ignored. I even emailed their corporate email address and have not received a response. They have my money and will not give it back to me and ignore my attempts to collect it. Could you please help me. I have uploaded screenshots of the booking cancelations and the amount of each. They Total $199.73

  

  Business Response

  Date: 09/22/2023

  Hi *******,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience. Please share with us the Order IDs of the bookings in questions for us to better understand what happened and provide you with the necessary resolution.
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20599061
  
  I am rejecting this response because:

  I just want a refund the booking numbers are b_10720358 and b_10454074. I have booked 75 hotel nights and my girlfriend has booked 63 nights through super travel. I would have to imagine we are at the top of the list as far as best customers. I don't feel as though I have been treated as one though. All I want is the two refunds owed to me. I can either give a new card to put it on or a mailed check. I'm sorry that I had to cancel the card used for payment but it was stolen and that is why the refund didn't go through. I have contacted customer service at least 40 times and they always blow me off

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

  

  Business Response

  Date: 10/03/2023

  Hi *******,

  First and foremost, we want to express our heartfelt appreciation for your loyalty to Super Travel. Your continuous trust in our services and the significant number of bookings you've made with us are greatly valued.

  We sincerely apologize for the lack of response and assistance you've experienced from our customer service team. This does not meet the level of service we aim to provide to our valued customers, and we understand your frustration.
  Regarding your refund requests for booking numbers B_10720358 and B_10454074, we'd like to provide some clarity. We are pleased to inform you that the refund for reservation B_10720358 was successfully processed on 09-10-2023. You can find the details attached, including the *** (Acquirer Reference Number), which is used for tracking the refund through your bank.

  
  However, we understand that you encountered an issue with the refund for reservation B_10454074 due to your card being stolen, which prompted the cancellation of that card. We appreciate your understanding regarding our security measures, as we do not store credit card information on our servers to ensure your safety.Please note that no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry. for this reason we cannot collect card information . We can only issue it via Original payment method if your bank is about to reroute the refund if is the same bank account used for your original payment. 

  To address the refund for reservation B_10454074, we kindly request that you provide us with your PayPal information, our team is reaching out to get your Paypal information so the refund for reservation B_10454074 in case your bank is unable to receive the refund.
  
  This will enable us to process the refund efficiently in case your bank is unable to receive the refund via the original payment method.

  
  Once again, we apologize for any inconvenience you've encountered, and we are committed to resolving this matter promptly.
  Thank you for your patience and continued trust in Super Travel. We look forward to providing you with the exceptional service you deserve.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20599061
  
  I am rejecting this response because:

  I don't know how else to communicate and keep the case open. I contacted my bank that I used for the refund that I have not received and they said that they only way they could process it is giving the new card information. Since that is not on option on your end PayPal would be great the email you can send it to is **************************** I greatly appreciate it, and I hope you see that I have continued to be a loyal customer through all of this. Between my account and my girlfriends we have booked a combined 141 hotel nights through super travel just this year. Thank you for making this right I really appreciate it
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:09/13/2023

  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.

  My booking was wrongly canceled. This morning, I received an email from the hotel "***********************************************************************************************" stating my reservation has been canceled. I called the hotel and the front desk receptionist stated the third party (SuperTravel) cancelled it. I called SuperTravel and told them ****** stated they received a cancellation request at 6:16AM this morning. SuperTravel is telling me the reservation is not canceled and is indeed active. I'm explaining to SuperTravel the reservation is not active as ****** has provided me with a cancellation number. Super stated they would raise my concern to the amendment team and would someone would get back to me "within 45 minutes." It now 4:54EST, end of business, and I have not received any call back. I paid ****** in full from August 30. Earlier today, the hotel Supervisor called also stating she see's in the system where there was a cancellation request from SuperTravel. I'm very frustrated as my money has been taken with no service being honored. SuperTravel needs to honor my reservation or create a new one on my behalf. I NEVER reached out and told anyone I wanted to cancel my reservation. To prove my point even more, for the 3 times I called and spoke to the customer service agents at SuperTravel, they all stated I would have to call and cancel my reservation. I would've also received an email saying the reservation is canceled. I haven't received anything from Super since I made the reservation on August 30.I have already began the process of having my attorney file litigative paperwork to SuperTravel. This is considered a "deficiency in service" and I have the right to hold SuperTravel responsible for damages (taking money without providing a service). I am asking SuperTravel to contact the hotel and mitigate this issue to either reinstate my reservation or create a new one. I will not spend money on another reservation after I was already charged. Please respond to the matter.

  

  Business Response

  Date: 09/22/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_10772796.
  
  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 was escalated and then finally resolved by our support team as they were able to confirm the reservation with the hotel front desk and they also provided you with the hotel confirmation number.

  Regards

• Initial Complaint

  Date:09/13/2023

  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.

  DO NOT USE SUPER.COM SCAM.... I booked a luxury hotel reservation on August 17 with Super.com via the ***** web site. It was Too Good to Be True!! I received a "Confirmation" from Super.com with their Confirmation number. The Hotel DOES NOT HAVE A RESERVATION IN MY NAME OR IN SUPER NAME ALLOTED TO ME. As of today Sept 13, the Hotel STILL does not have the booking in their reservation system. I have called, and e-mailed, repeatedly since making the reservation, was told that "Don't worry, your reservation is confirmed" but they REFUSE to put me in touch with a Supervisor or Manager, despite repeatedly asking to speak with one. I was told I would receive a call back in ***** hours, but no call backs from anyone. Sometimes, I received an e-mail back stating "We are working on resolving your issue". If I respond to that e-mail, I get back nothing. I have contacted the Hotel repeatedly as well and they confirm that this site has a history of not having legitimate reservations. The Super.com actually states that sometimes the reservation does not appear in the Hotel Booking system until day of check in!!!! Are we really that naive and would accept a booking that cannot be confirmed with the property? Needless to say, I have cancelled the reservation and am awaiting credit card return credit. I already anticipate issues with getting the refund as well.

  

  Business Response

  Date: 09/21/2023

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_10730462 at theWaldorf Astoria *******.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  
  We're genuinely sorry for the trouble you faced  with your reservation. We can assure we are a legitimate company that has been featured in many reputable publications, including **************** Forbes, New *********** SmarterTravel, Conde **** Traveler and dozens of other press outlets. 
  
  We source our hotel rooms from a variety of partners including wholesalers to get you the best rates, and we pride ourselves on our access to exclusive deals.

  
  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. The refund has been issued on Sep 18th and it usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  
  Please see enclosed your refund receipt.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a three day stay with Quality Inn through Super Travel aka super.com. The room had wet carpet and moldy. Also, the pool was out of service. I asked Super.com for a refund and they said they needed an email sent from Quality Inn explaining the situation and that they honored the cancellation. The manager emailed super.com saying what happened and they cancelled the reservation. I stayed at another hotel the other nights. Super Travel said they never received the email. The manager, *******, verified to me that she sent it. I want refunded.

  

  Business Response

  Date: 09/21/2023

  Hi *****,

  
  Thank you for reaching out to us about your reservation B_10191297.
  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.
  
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We apologize for the inconvenience.

• Initial Complaint

  Date:09/12/2023

  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.

  Booking B_10989294 Date: Sep 4th Booked ********************** through Super.com. Tried to check in, but hotel had no booking. No booking was made. Response from hotel:Super.com is currently offering INVALID room reservations for **********************. We have NO affiliation with this website (and never have), and they have never been authorized to list rooms for our property. Despite our efforts to inform them of their error, listing of our room types, availability, and pricing is completely inaccurate.There was no booking at the hotel and I was promissed a refund from *** at the Urgent Response Team:"Hi ***, I tried calling you again but still couldn't reach you. I was advised by our travel partner that due to a technical issue, your reservation is confirmed at ****************************, located at *************************************************************** which is 9 minutes away from the original hotel that you booked. If you are willing to stay at this hotel, we will be providing you with an additional 10% credit. If not, we can try to negotiate a cancellation free of charge with our travel partner but please know that the refund will take 3-5 business days to be processed. Let me know what you prefer. Thank you,***"I had to wait 4 hours for this response, it was 3:54AM, and I didn't have a car to drive. I asked for a refund. No refund has been given. No status update has been given on this refund. No one can help me with this refund. *** does not respond to emails and customer service says they can't help.Refund has been switched from 3-5 days, to no estimated time available. This means that super.com is not willing to honor their required refund.

  

  Business Response

  Date: 09/20/2023

  Hi ***,
  

  Thank you for reaching out to us about your reservation B_10989294 at the **********************.
  

  We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction.
  Please understand that, as a third-party booking site, certain incidents beyond our control *** occur in the travel industry. However, we've implemented procedures to minimize such negative impacts.

  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.

  Rest assured that we are fully dedicated to enhancing our services and ensuring that your experience is smooth and efficient, with the utmost priority placed on delivering a swift resolution.
  We greatly appreciate your patience while our team works diligently to resolve this matter.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20590869
  
  I am rejecting this response because:

  This issue is 100% under your control. You sold a booking that was never available and no refund has been issued. Please provide an actual response. 

  This is fraudulent and you have to give the refund. There is no reason not to. The booking was never available. 

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

  

  Business Response

  Date: 09/28/2023

  Hi ***,
  
  Thank you for reaching out to us again.
  
  We apologise for the delay due to heavy volumes of customer inquiries. 
  
  We will be processing the refund shortly and update you via the support email thread. We truly appreciate your patience on this.

  Regards

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20590869
  
  I am rejecting this response because:
  

  Please see the attached email thread. Refund was supposed to be 3-5 days. I have been told it will be processed shortly for the last month. 

  Super.com is trying to run out the clock and make me wait until I can no longer do anything like a charge back on my credit card. I am trying to avoid that. This is not standard business practice, but rather fraudulent. 

  The room sold to me was never available, there is no question that the refund should have been immediate. At this point super.com is making me wait until charge back period expires and then will deny the refund. Fraudulent practice to steal consumer money. 

  It is 100% issue with super.com and under their control to issue the refund. They have already committed one fraudulent practice, please issue the refund already and stop making me wait for no reason. 

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

• Initial Complaint

  Date:09/11/2023

  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.

  Super.com runs super travel.com. I used their service to prepay and book a hotel room. Super travel charged my card. The hotel I stayed at never received confirmation from super travel that I paid, so I was charged twice for the one night and one room. I first tried to recover the money from the hotel and had no luck. Basically if its the 3rd partys mistake (super travel) the hotel asks you to recoup the money from them. Ive been trying to get a refund dive July 25th 2023. Ive sent in all the necessary paper work to super travel. They keep telling me the will refund the money but have not. They have told me at least 10 times after a phone conversation that someone will follow up. No one ever does. They wont respond to my emails as well.

  

  Business Response

  Date: 09/20/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_10410312 at theHampton Inn Portage.
  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we *** have inconvenienced you.
  
  We're genuinely sorry for the trouble you faced with 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. The refund was issued on 2023-09-16, it usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  Please see enclosed your refund receipt.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 09/21/2023

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

• Initial Complaint

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation (B_10301240) for the **************** in *** for August 2023. Realizing I mixed up the dates for two different trips, I contacted Super.com AND the hotel requesting to change the dates. BOTH the hotel AND Super.com agreed to cancel the reservation. This request was submitted in July 2023, more than a month prior to the stay. The hotel reservation STILL hasn't been cancelled. I spend over FIVE hours in chat threads with Super.com where they always disconnect me without resolving the issue, only for another agent to repeat the same cycle. Super fraudulent behavior.

  

  Business Response

  Date: 09/20/2023

  Hi *****,

  
  Thank you for reaching out to us about your reservation B_10301240  at the ************************** .
  

  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.

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20587452
  
  I am rejecting this response because: you didnt actually look into this issue at all. I asked for a response and you simple copied and pasted language. 
  

  You didnt even look into the matter where your team has provided an update  this is really stunning to me.  See below  

  I want further compensation for the 10.+ hours I wasted going back and forth with your agents POST the hotel agreeing to the cancellation  All I wanted to do was to change the dates of the reservation - thats it  

   

  Hello, 
  
  We hope you are doing well. We have confirmed a free of charge cancellation for your booking with our hotel partners. 
  
  Please inform your financial institution that they may keep the credit against our account. 
  
  Best regards, 
  SuperTravel

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

  

  Business Response

  Date: 09/28/2023

  Hi *****,
  
  Thank you for reaching out to us again .
  
  As explained earlier, since you've initiated the chargeback process, we no longer can take any action on this matter.
  
  Our dedicated Chargeback team that will be gathering all supporting documentation and working with your financial institution. From now on, any resolution or updates must continue through your financial institution.
  
  We apologize for the inconvenience.

  Regards

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20587452
  
  I am rejecting this response because:

  The response doesnt directly acknowledge or address my complaint.  The entire point of this complaint is to have this specific situation addressed  

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