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:05/11/2023

  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 and paid for a room at Extended Stay in *********, ** and when I went to check in the front desk person refused to let me check in. I asked for a refund for my stay through Extended stay they said I would have to go through my third party. I tried to call Superttavel and was on a list for a callback. When they did call back I answered the phone and noone was on the line. I paid $187.97 for a room I didn't even stay in or want even checked in for. I have been trying to get my refund and I still have not been able to get it back.

  

  Business Response

  Date: 05/19/2023

  Hi **********,
  
  
  Thank you for reaching out to us about your reservation B_9296257  at the ********************* Suites ********* *********************text="true">
  We are truly sorry to hear that you had trouble with your reservation.
  
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  
  Alternatively, 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 reiterate our apologies for any inconvenience and we appreciate your patience.

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20048858
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

  Customer Answer

  Date: 05/23/2023

  I don't think they should be taking money from consumers when the hotel room wasn't even checked into or used.  You are literally stealing money.

  

  Business Response

  Date: 05/29/2023

  Hello and thank you for the follow up.

  Kindly be advised that our Amendments team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thank you for your patience.

  Best,

  Corporate

• Initial Complaint

  Date:05/10/2023

  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 6 nights at a hotel prepaid ****** and received my booking confirmation. I was I. The room and after I already paid this company for a week the hotel came to my room and informed me it wasn't paid I had to pay another ****** and asking for refund from the bots they have is another level of bs they send me t he same messages to *** I l this address they give me for a total refund I sent it multiple times. No refund it has been a week and I can not get a live person on any number I call. They pretty much stole almost 500 from my family and I.

  

  Business Response

  Date: 05/19/2023

  Hi

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the reservation ID and details of your booking so we can look into this further.

  The voucher provided does not match your request and the email provided does not have reservations for those dates.

  Please also provide your email address used for the booking.
  
  Thank you for your cooperation.

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of the transaction was 03/18/2023 for ******. I booked through them for a hotel room, to which when I was booking I agreed that I was 18 or older. When I went to check into the hotel, I was told I had to be ********************************* so the hotel cancelled on me. Super travel is now refusing to refund my money due to their no refund policy, even though I was under the impression they I would be able to stay at the hotel according to super travels website. The hotel informed me that I was not, told me they would refund, and now super travel is refusing to give me one. I never got the service that I paid for, therefore I want my money back. The cancellation number the hotel gave me is 594-077936, the account number is ***********, and the confirmation number is 89167EE011926.

  

  Business Response

  Date: 05/17/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8804016 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: 05/18/2023

   
  Complaint: 20038005
  
  I am rejecting this response because:
  There is not a charge back initiated.
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/25/2023

  Hi ******,

  Thank you for reaching out.

  Kindly be advised that a chargeback has been received by our company in regards to your booking. Thus any communication will be handled by the chargeback team directly, kindly provide them with the attachment you have sent as this may help when coordinating and resolving the concern.

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20038005
  
  I am rejecting this response because: There is no longer a charge back, I just want a refund since your website said that this hotel was 18+ and not 21+, as it turned out to be. If there is a number of someone who can help me, please provide it.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/09/2023

  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.

  Dear ***/*****,I am writing to express my extreme disappointment with the service provided by Super Travel. On 5th of April, 2023, my family and I arrived at *************** ******, only to be told that there was no record of our booking. We booked on the 27th of February,2023- booking references ********************* and were charged the full amount- $6263. We were left stranded, tired from a long flight, and embarrassed in front of other guests.Immediately upon discovering the issue, we contacted Super Travel's customer care department. However, what started as a minor inconvenience quickly turned into a nightmare. Minutes turned into hours, and despite numerous phone calls and emails, nothing was resolved. The hotel did not receive any information from Super Travel. We were left feeling frustrated and helpless.After much waiting and with no solution in sight, we were forced to pay for another set of rooms directly to the hotel. This was not only an inconvenience but also a financial burden as we had already paid for the same rooms through Super Travel.We have since requested a refund from Super Travel for the initial payment but have been met with refusal. The case was closed without any resolution or explanation. This is unacceptable and has caused us significant distress.We trusted Super Travel to provide ** with a reliable service, but instead, we were left stranded and out of pocket. We expect a full refund for the double payment we made and compensation for the stress and inconvenience caused by this experience.I hope that this matter can be resolved promptly. Thank you

  

  Business Response

  Date: 05/17/2023

  Hi *****

  Thank you for sharing your experience with us. We are committed to providing excellent customer service, and we apologize for any inconvenience you may have experienced.

  We have re-open this case for investigation with the accommodation and travel supplier and will follow and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.

• Initial Complaint

  Date:05/09/2023

  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 room with this booking website. When we booked the hotel we were told there was a pool but when we got to the hotel there was not a pool cause it was under construction for the last couple weeks due to a plumbing problem. The hotel issued me a refund on the spot but had to send it to the booking site I used and then I would have to get a refund from the website. The hotel gave me a confirmation of the refund back to the booking site. I have contacted the company through email, phone, and their online chat and I still have not received my refund. I have attached my refund confirmation and the emails from them. I even have proof that I had to book a different hotel for that night.

  

  Business Response

  Date: 05/17/2023

  Hi ****,

  Thank you for reaching out to us about your reservation  B_8962875 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.
  We appreciate that you provided a document from the hotel. Our Support team is currently working on your case, reaching out to the travel partner and the accommodation for confirmation, and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.
  
  Regards,

  Corporate

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20036317
  
  I am rejecting this response because:

  I have attached sufficient enough proof to show that the money that supertravel used to pay for my hotel room from my checking account was refunded back to them but has never been refunded back to me like it should have.  It is not ok to take money from a consumer and then not refund it when you are suppose to. 

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

  

  Business Response

  Date: 05/26/2023

  Hi ****,

  Thank you for the follow up and we are so sorry for the delay. 

  We see that our team is still working on your request and have been in constant communication with you. May we request some time to allow the team to coordinate with the hotel and our travel partners?

  We appreciate your patience an understanding all throughout. 

  Best,

  Corporate

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20036317
  
  I am rejecting this response because:
  

  First off my name is *************************** so you should probably make sure that your response is addressed to the right person. Second off I have called your company 5 times only to have your representative hang up on me every time. Each time I was on the phone for over 40 min waiting to talk to someone.  Third off I have emailed your company and provided proof that the hotel had refunded the money to you and your company told me that I could expect a refund in the the next **** business days and almost 2 months later I still have no refund.  These answers that you keep giving me are unacceptable. It's the same generic answer each time.  All I want is a refund of the money that your company took from my account that was refunded from the hotel.

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

• Initial Complaint

  Date:05/09/2023

  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 had booked a Hotel Stay with Super Travel online last May 07, 2023. The booked dates are from June 26 to 28, 2023. Their website indicate that all reservations is fully refundable within 24 hours before the date of hotel stay. The company ask my credit card information in order to hold my reservation. However when I wanted to change the dates of my hotel stay the following day May 08, 2023. The company told me that the booked dates was final and I can't change the dates or cancel the reservations. The company also charged my credit card in advance. I tried calling the company several time but they will not change the date of my hotel stay or refund my money. I need BBB to help me recover the money that was taken out of my credit card in advance which I believe is not right.

  

  Business Response

  Date: 05/19/2023

  Hi ****,

  
  Thank you for reaching out to us about your reservation B_9372248 at the Super 8 By Wyndham ************* ** .
  
  
  Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria.
  
  
  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.
  
  
  **********************************************************************************************************
  
  
  **************************************

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

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20034622
  
  I am rejecting this response because: I have spoken directly to the Super 8 Hotel at *************  *******, Front Desk Officer. Her name was ***************************. She told me  that Super Travel representative must call her in order for them to allow her to cancel or refund my reservation. The front desk officer was very much willing to cancel or refund my reservation as soon as the Super Travel agent give them a call at **************. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/26/2023

  Hi and thank you for your response and for the added information.

  This matter has been escalated to our Amendments team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible. Thank you for your patience.
  
  

• Initial Complaint

  Date:05/08/2023

  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.

  FRAUDULENT CHARGES DOUBLE CHARGES, REFUSAL TO HELP RESOLVE ANY ISSUES OR EVEN DISCUSS the fact they stole money. They refuse to refund double charged reservation, they book reservations and make you pay even though the hotels have no availability and they are overbooked dispute the hotel notifying them that they have no availability. They steal from you. APRIL , 2023 supertravel "refunded" a reservation, say they sent it to my bank . As of Mar

  

  Business Response

  Date: 05/15/2023

  Hi *******

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the reservation ID and details of your booking so we can look into this further.

  Please also provide your email address used for the booking.
  
  Thank you for your cooperation.

  Customer Answer

  Date: 05/16/2023

  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:05/08/2023

  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 have over a $100 in the account, they had suspended the account due to identity Verification I had supplied the appropriate information and they accepted it and said it was okay. They have not unlocked after a week. This is creating a huge issue.

  

  Business Response

  Date: 05/15/2023

  Thank you for reaching out.

   

  We are reviewing your case and get back to you shortly.

   

  We appreciate your patience in the meantime.

• Initial Complaint

  Date:05/05/2023

  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 April 24, 2023, I booked a room for 2 nights at *** Hotel in downtown *********** through supertravel.com. Upon arriving on April 28, 2023, I found that the *** Hotel had recently changed ownership and had been purchased by Ramada Inn, so I no longer had reservations there. I then went to the *** Hotel on I55 N in ******* and had to pay another $120, in addition to the $192.99 that I had already paid for the nonexistent room. On April 28, 2023, I contacted supertravel.com, who requested a receipt for the $120 I had spent and agreed to provide a refund. I had not received the refund by yesterday, May 4, 2023, so I called supertravel.com again to check on the status of that refund and remained on hold for 3 hours before I hung up. I have placed 2 phone calls to supertravel.com, spending a total of 4-5 hours attempting to resolve this. Supertravel.com has been awful to work with and I will now be disputing these charges through my bank if they fail to respond or refund the money I spent unnecessarily.

  

  Business Response

  Date: 05/11/2023

  Hi *****,

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the reservation ID and details of your booking so we can look into this further.

  Please also provide your email address used for the booking.
  
  Thank you for your cooperation.
  
  

  
  

• Initial Complaint

  Date:05/04/2023

  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.

  On 5/2/2023 I booked a room at Travelodge in ****** **. When I showed up, I was told I would be unable to check in due to their inability to accommodate parking for my 20" Uhaul truck as I was moving from ** to **. I had to book a room down the block at Motel 6. I was told I hadn't been billed only to later see I had been. I called to request a refund since I did show up and intend to stay but was unable to at no fault of my own and was told to submit proof of my Motel 6 stay. I sent over my reservation, which is all I had. I also offered to send my credit card statement showing the payment to Motel 6 that same night. I was told they needed an actual invoice or they wouldn't provide a refund, but I was never given one and they can call the hotel to confirm I didn't stay there and that they don't allow trucks, which isn't listed on the booking site.

  

  Business Response

  Date: 05/11/2023

  Hi ***,
  
  Thank you for reaching out to ** about your reservation B_9304768 at the ********************************************************
  We are truly sorry to hear that you had trouble with 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.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20019274
  
  I am rejecting this response because:
  I did speak directly to the business. I spoke with ****, at the front desk. She said she worked hotels since she was 17 and also kept my ** drivers license by accident so I had to return to get it back so I'm sure it can't be very hard to call the hotel for her information and confirm I was there and told I wouldn't be able to park my truck there. 

  I was told by **** that very night that I hadn't been charged and wouldn't be so I didn't have to worry about it. I did ask her to contact SuperTravel immediately while I was there to let them know I was being told I wouldn't be able to stay and she told me that wouldn't be necessary since no charges had been made. 

  Non- refundable should apply to people who choose to not show up to stay. Who dislike their accomodations, even. Not when someone made every attempt to check in and was told they could not. I've given you contact information to the hotel staff who I spoke to who can confirm I was there that night and who can confirm they don't allow truck parking. 

  I've included a screenshot of my banking statement, which clearly shows the charge from your business and moments later, the same night, the charge from Motel 6 where I had to stay since they allowed trucks. I obviously didn't pay for 2 hotel rooms the same night for no reason. I've already sent you the reservation for Motel 6. 

  It would seem an easy task to call Travel Lodge of ****** ** and confirm with them I didn't stay there, and that they don't allow truck parking. Check your booking page and you'll see there is nothing that states that, which should be stated if you don't want a lawsuit for false advertising. Seems you're tricking truckers into losing out on money to me by not making that information clear and then refusing a refund when requested after the ***** ITSELF refuses to allow them to stay. 

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

  

  Business Response

  Date: 05/17/2023

  Hi ***,

  Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible.

  
  We really appreciate your patience so far.

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20019274
  
  I am rejecting this response because:
  
  My money still hasn't been refunded. I provided proof of having to pay for another hotel here as well as via email directly to them.

   

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