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:07/29/2025

  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.

  Noticed a monthly subscription charge dated back over a year that was never authorized.After a quick online search to figure out who the merchant is and what the subscription is for I confirmed it was fraudulent and came across countless online discussions, forums, and reviews about the same scam.People get signed up indirectly, typically related to some sort of booking, and completely without knowing. I immediately canceled on their site and started a bank investigation.A week or so later after the bank investigation was complete, I tried contacting "Super Super+" but theres obviously no number or email, just a chat bot that takes you to another chat bot that just gives you the run around, and if you're persistent for an hour the bot will offer a 1 month refund. It also told me my membership was never canceled even though I made sure to, especially with how upset I was about the unauthorized membership and them steal over $150 from me.

  

  Business Response

  Date: 07/30/2025

  Dear Muizz,
  
  Thank you for reaching out and sharing your experience with us. We genuinely appreciate the opportunity to address your concerns and assist you with this matter.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits, such as discounted rates and cashback opportunities. It requires the customer's explicit consent to activate during the booking process, ensuring that individuals are making an informed decision to opt in.
  
  After reviewing your subscription, I can confirm that we have cancelled it to ensure no future charges. We've also processed a refund for all charges related to the Super+ membership, totaling $151.97, back to your original payment method. You should see this refund reflected in your account within the next 3 to 5 business days.
  
  We truly value your feedback and are committed to ensuring your experience with us is seamless and transparent. If you have any further questions or need additional assistance, please don't hesitate to reach out. We're here to support you and make sure your experience with us is as positive as possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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 have a **** gift card that was used to make a fraudulent booking on super.com. I did not make the booking. I called super.com and they told me that the bank, aka the gift card issuer, has to refund the money. I received a text message on Thursday, 7/24 regarding "my" booking for *********** **********************. I called the hotel to cancel, as I did not make the booking, and they did. They put notes in the cancellation that it was fraud and to refund my money. I then reached out to super.com with this information as the booking was made on their website. I told them that it was fraud, which ***** notated, and that they needed to initiate a refund. They told me that since it was fraud, it needed to be initiated by my bank. I told them that it was a gift card, not a bank, and they told me to reach out to the gift card company. Super.com also told me that since it was a "non refundable booking" that they could not refund it. But, I did not make the booking. I also cancelled the reservation so the hotel could rebook the room to someone else. I also made it clear that if they were able to initiate a payment, then they could initiate a refund and that they are operating in poor taste in a situation where someone's card was stolen.The gift card company said that they can not refund the money because the person that initiated the payment, super.com needs to refund it. Which makes sense. ***** was willing to help me, however, since they did not process the payment, they did not have the money for it to return back to me. This is completely on super.com and they are refusing to refund a fraudulent booking.

  Customer Answer

  Date: 07/29/2025

  I have a **** gift card that was used to make a fraudulent booking on super.com. I did not make the booking. I called super.com and they told me that the bank, aka the gift card issuer, has to refund the money. I received a text message on Thursday, 7/24 regarding "my" booking for *********** **********************. I called the hotel to cancel, as I did not make the booking, and they did. They put notes in the cancellation that it was fraud and to refund my money. I then reached out to super.com with this information as the booking was made on their website. I told them that it was fraud, which ***** notated, and that they needed to initiate a refund. They told me that since it was fraud, it needed to be initiated by my bank. I told them that it was a gift card, not a bank, and they told me to reach out to the gift card company. Super.com also told me that since it was a "non refundable booking" that they could not refund it. But, I did not make the booking. I also cancelled the reservation so the hotel could rebook the room to someone else. I also made it clear that if they were able to initiate a payment, then they could initiate a refund and that they are operating in poor taste in a situation where someone's card was stolen. The gift card company said that they can not refund the money because the person that initiated the payment, super.com needs to refund it. Which makes sense. ***** was willing to help me, however, since they did not process the payment, they did not have the money for it to return back to me. This is completely on super.com and they are refusing to refund a fraudulent booking.

  Sent from ******* ******* (*************************************)

  

  Business Response

  Date: 08/01/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of resolving this matter promptly and appreciate your patience throughout the process.
  
  I want to assure you that we have escalated your case for further review. After speaking with the hotel directly, we have successfully secured a refund for your booking. We have processed a refund of $207.83 to the original payment method you used. You should see these funds reflected back on your card within the next 3 to 5 business days.
  
  If there's anything more we can do to assist you or if you have further questions, please don't hesitate to reach out. We're here to support and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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 hotel through there site they over booked and did not communicate with hotel or me i tried to resolve situation by asking for refund but they refused to call hotel check availability or look into situation at all it cost me $87 for first hotel then extra 110 for second hotel

  

  Business Response

  Date: 08/06/2025

  Hi *****,
  
  Thank you for reaching out and sharing your experience with us. We understand the importance of having a seamless travel experience, and we're here to assist you further.
  
  After reviewing your reservations, we have looked into both bookings. Regarding your reservation at Super 8 By ************************************** (B_20237629), we have reached out to our travel partner to investigate further. They have requested you provide the name of the person at the hotel who informed you that the hotel was overbooked, as this information will help us reassess the situation effectively.
  
  For your second booking at *********** ******-*********** (B_20237975), we understand that you were able to utilize this reservation, and therefore, a refund for this booking cannot be processed.
  
  We're committed to helping you navigate this situation and ensure a satisfactory outcome. Please let us know if there is anything else we can do, or if you can provide the information requested, so we can continue assisting you effectively.
  
  Thank you again for your understanding, and we look forward to resolving this matter for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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 am filing a formal complaint against Super.com (also doing business as Super+) for continuously charging my bank account $15 per month since December 2024 without my consent, knowledge, or any legitimate business relationship.I never signed up for any membership, subscription, or service with this company. The charges show up on my account as SUPER+ **************, and I only discovered them after noticing unusual activity in my bank statements. Upon further investigation, I found many similar complaints from other consumers, describing the exact same pattern: unclear sign-**** hidden fees, and an almost impossible cancellation process that goes through an automated phone system with no human ********** make matters worse, I found out that this company was previously operating under the name **Snapmoney Inc.** and now uses **Super.com** and the *** **Super+**, most likely to hide its tarnished reputation and continue deceptive practices under a different identity. It is very suspicious and unethical to rebrand and launch a new *** while maintaining the same shady behavior. This is a classic tactic used by companies that are trying to escape a bad reputation.This is theft. This is fraud. This is a scam. And it's happening on a monthly basis to hundreds of people.I demand:1. A **full refund** of all unauthorized charges from December 2024 to today.2. Immediate **cancellation of any so-called membership**, which I never agreed to.3. Written **confirmation that no future charges** will be attempted on my account.I am also notifying my bank and requesting that all future transactions from this entity be blocked permanently.Super.com may be BBB-accredited, but its business model is deceptive and harmful to the public. They are using rebranding to cover up and continue dishonest practices. I urge the BBB to take appropriate action.Sincerely, ****** *****

  

  Business Response

  Date: 08/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We genuinely appreciate the opportunity to address this matter and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits and savings. It's typically activated with explicit consent during the sign-up process. We understand your concerns and want to assure you that we are committed to resolving this matter promptly.
  
  At present, we have not been able to locate a subscription linked to the contact number and email address you provided, which are usually required for sign-up. We have escalated this matter for further review, and you should have received a follow-up email from our support team requesting additional information that can help us locate the subscription.
  
  We encourage you to reply to the email from our support team at your earliest convenience. Your cooperation will help us ensure a swift and effective resolution.
  
  Thank you for your patience and understanding. If you have any additional questions or need further assistance, please feel free to reach out again.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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.

  Company charged fee of $15 without my authorization, I did not willingly share my bank information.

  

  Business Response

  Date: 07/29/2025

  Hi ***,

  Thank you for reaching out to Super.com and bringing your concern to our attention. We understand the importance of clarity when it comes to charges, and we're here to assist you.

  It seems you may have enrolled in our Super+ membership. When booking through Super.com, we offer exclusive best available rates specifically to Super+ members. To access these discounts, the option to enroll in Super+ is presented at checkout, and the membership is only activated once confirmation is given by you. The membership is entirely optional and is designed to offer exceptional benefits such as cashback, exclusive discounts, and additional travel perks. We've reviewed your account and confirmed that your Super+ membership has been successfully canceled.

  Additionally, as part of our commitment to your satisfaction, we've processed a refund of the $15 membership fee which will reflect in the next 2-5 business days. You can rest assured that you wont see any further charges.

  If you have any further questions or need assistance, please feel free to reach out. We are always here to help and ensure your experience is a positive one.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/29/2025

  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.

  07/28/2025 no resolution for booking at property that was not properly cleaned and infested with roaches, tried to resolve it but to no avail. Just want my money back, sum of $57.81

  

  Business Response

  Date: 08/01/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience. We truly appreciate the opportunity to address your concerns and support you.
  
  As a third-party booking platform, our main role is to facilitate your reservations, while the hotel is responsible for maintaining the quality of their premises. We always encourage guests to connect with the hotel's staff during their stay, as they can often resolve issues swiftly.
  
  Weve taken your feedback seriously and escalated the case for a closer look. Although the hotel hasnt approved a refund since the booking was completed, were glad to offer you a gesture of goodwill. We've added 10% of your original booking amount as Super Travel Credits to your account, which you can enjoy on your next stay.
  
  If there's anything more we can do for you or if you have further questions, please feel free to reach out. Were here to make sure your future experiences with us are positive and enjoyable.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23668146
  
  I am rejecting this response because:
  10% is a slap in the face, times are hard as is for everyone and its not fair I lose money for something like that, bug infested hotel and I have small children, thats atrocious 
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 08/05/2025

  Dear *****,
  
  Thank you for your follow-up email and for sharing your thoughts with us. We truly appreciate the time you took to provide your feedback, as it is invaluable in helping us strive toward better service for our valued customers like you.
  
  As a third-party booking platform, we work closely with our hotel partners to ensure a seamless booking process, and they are responsible for maintaining the quality and condition of their properties. While we strive to facilitate any issues our customers face, the cancellation policy and refunds are governed directly by the hotel's policies.
  
  In light of this, we provided a 10% credit to your Super.com account as a gesture of goodwill to help ease the situation. However, as the hotel maintains its stance on not providing further refunds, we're unable to proceed with additional compensation from our end. We genuinely wish we could do more, but our capacity to influence hotel policy decisions is limited.
  
  While this may not be the desired outcome, this will be our final response regarding this matter. We appreciate your understanding, and I truly hope your future experiences with our platform are much more positive.
  
  Thank you once again for your patience and for giving us the chance to serve you. If you have any other questions or need assistance with future bookings, we're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23668146
  
  I am rejecting this response because: its not fair and the other business involved isnt trying to rectify the situation either 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/29/2025

  Type:Order 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 experience at ****** Wydhman HintonI am writing my experience about ****************************************** , (26/07/2025)we travelled from ******* to ****** by road and we hoped when we reach here we can have our beds to lay down when we book through super.com they charged money from our credit card and they send confirmation to our emails and phone 25/07/2025, **** .no one contacted us about cancelled booking. But unfortunately when we reach here reception people is saying your room is cancelled and you dont have no rooms here . We had two little kids with us they are really tired too . These people is really rude to us and not even showing an empathy towards us , what is our fault as a consumer or as a customer?, what we have to do in this kind of situation? Travel back to where we came or sleep in our car with this two little kids ? This is a mistake from hotel or their partner website .even they send a message 12 hours before about this cancellation we had some options but at your hotel counter this was a shocking and surprise reply from hotel receptionist , this is totally unacceptable behaviour and we were really calm about it but the workers was rude to us .super.com and Ramada wydhman both businesses was responsible for our situation finally we ask the hotel reception to call manager on duty they said they dont have the number she is off duty , finally we ask them to call police to settle down they called police and they came we explained our situation after we got room for 118$ for night .6:30 pm to 9:30 we were stuck in the lobby with our little kids

  

  Business Response

  Date: 07/29/2025

  Hi *********,

  Thank you for reaching out to Super.com and sharing your experience with us. We understand the importance of having a comfortable place to rest, especially when traveling with children.

  Weve reviewed the communication between you and our customer support team regarding your ******************** at **********************************. We understand the unexpected situation you encountered, and we believe the hotel staff should have provided more empathy and courtesy.

  In light of the above, we have processed a refund of $106.99 to your Super.com account, and the credits are available for immediate use towards any future booking you choose. To utilize these credits, please download our app and redeem them at checkout for your next booking. Additionally, we have successfully canceled your Super+ membership and refunded the $15 fee.

  We are always here to help, and if you have any further questions or need assistance, please feel free to reach out. Your positive experience is our top priority, and we look forward to providing you with a smoother experience in the future.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/28/2025

  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.

  Complaint: Bait and Switch by Super.com Incorrect Room Booking and Refusal to Cancel.On 7/27/2025, I booked and paid $1,150.56 on my ************** for a Presidential Suite (1 King *** with Sofa *** and Jetted Tub) at the Courtyard by ********************** through Super.com, for dates 7/308/3.Shortly after booking, I called the hotel directly to confirm the reservation. They informed me that Super.com had only booked a Junior Presidential Suite, not the full Presidential Suite I paid for.I contacted Super.com within an hour of the booking via chat and phone (spending over an hour on the call). The representative confirmed the error with the hotel, escalated it for cancellation, and told me I would receive an email within 24 hours.After more than 30 hours with no response, I called again and was told there was no record of my previous request. I spent another hour on the phone, was again promised they would take care of me, but was told they could not process a cancellation because their system was down. They advised me to speak to the hotel directly upon arrival, even though the hotel had already confirmed that the booking is for a Junior Suite and that I would need to pay an additional $1,000+ per night to upgrade.This is a classic bait-and-switch. I paid for a Presidential Suite but was booked in a much lower-tier room worth roughly one-quarter of what I paid. Super.com has refused to cancel the reservation or release the funds, despite not fulfilling their end of the agreement.I am requesting:Immediate cancellation of this reservation.Release of the $1,150.56 authorization/charge so I can rebook elsewhere.Super.coms conduct is misleading, violates consumer protection laws, and has caused significant stress and financial inconvenience.

  

  Business Response

  Date: 07/29/2025

  Hi ****,

  Thank you for reaching out to Super.com and sharing your experience with us. We understand the importance of ensuring that your booking reflects exactly what was requested and appreciate the opportunity to address your concern.

  Your case has been escalated to our internal support team, who have conducted a thorough investigation in collaboration with our travel partner. We reached out to the Front Desk at the Courtyard by ********************** and can confirm that the room type you booked is correctly reflected in the hotel's records. The room includes a King bed, a sofa bed, and a Jacuzzi, which aligns with your original booking. The difference lies solely in the naming convention between "super" and the hotel.

  We are committed to making your experience a positive one and will continue to work with both you and the hotel to ensure everything goes smoothly during your stay. Should you encounter any other questions or need further assistance, please feel free to reach out we're here to help!

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23667514
  
  I am rejecting this response because: As you can clearly see in the attached screenshots, the room I paid for does NOT match the inferior room you booked at the hotel! I paid for the ************ suite, and you booked me for a Jr. ************ suite. The screenshots clearly show thaty ************ suites are available at the hotel, but you booked me in a lower tier room worth a quarter of what I paid for. This is like buying a ***, but trying to deliver a ***. It's called Bait and Switch and it's illegal in both the ** and ******! The facts are clear and indistputable,cancel my reservation since you refuse to properly fulfill it and refund my money!
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/30/2025

  Hi ****,

  Thank you for reaching out to Super.com again. We genuinely appreciate your feedback and the opportunity to address the situation.

  We have reviewed your booking details and understand your expectation of staying in a Presidential suite. After speaking with the Front Desk, we were provided with confirmation that the room type you booked on the website which includes a whirlpool/jetted tub, is indeed the same as what is being provided to you and what you paid for.

  As a gesture of our appreciation for your understanding, were delighted to offer you a 10% bonus in Super Travel Credits. These credits have been added to your account and are ready to be used on your next exciting adventure with us.

  We value your trust and are committed to making your experience a positive one. Your satisfaction is our priority, and we hope to continue serving your travel needs with excellence.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23667514
  
  I am rejecting this response because: Super knows they are different room tiers and is still offering the choice between Presidential ***** and *********************** Despite my selecting and paying for the Presidential *****, they only booked me in the Junior suite! You are well aware they are different room tiers. I have also spoken to multiple people at the front desk including management who confirmed they were separate room tiers with almost $1000 price difference. Although they may both have a king bed and sofa bed, the Presidential ***** is a much larger full suite with a separate sleeping area, while the Jr. ***** is just a studio suite without a separate sleeping area. The attachments from YOUR website clearly show you are offering BOTH options, but booked me at the lower tier. Classic bait and switch!
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 08/01/2025

  Dear ****,
  
  Thank you for your continued patience and for reaching out to us again. We genuinely appreciate your feedback and the opportunity to address your concerns.
  
  Upon investigating your case thoroughly, we have verified that the room category booked was accurately reflected in our records and matches what the hotel provided. The suite includes features like a King bed, sofa bed, and a whirlpool tub. It's important to note that the rate paid corresponded to the Junior Presidential Suite, as opposed to the full Presidential Suite, which is offered at a higher rate by the hotel.
  
  As a gesture of goodwill, we have provided a 10% credit to your Super.com account. Since the hotel has decided not to approve any changes or refunds, we are unable to make further adjustments. Our role is to facilitate bookings based on the terms set by our travel partners, and we do not have the authority to change their decisions.
  
  We hope this explanation clarifies the situation. While this will be our final response and we consider the matter closed from our side, please feel free to reach out if you have any further questions or future travel needs. We're here to ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/28/2025

  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.

  7/27 Details Primary Guest Name:***** ******** Confirmation Number: B_19766122 View Reservation Online Check-In: Sun Jul 27, 2025 (4 PM)Check-Out: Wed Jul 30, 2025 (10 AM)No. of nights: 3 Room Type:Double Amusement Park View Guestroom Room Only Address:***************************************************** **************************************************************************** Guest Name: ***** ******** Special Request:Ready for Check-In:Remember to bring your ID and a credit card for any incidental deposits. Just a heads up: in order to check in, the name on your ID must match the name on the hotel booking reservation.The primary guest was put into the system as the secondary person so when I went to check in, it was under the wrong name. I tried chatting several times and I waited over three hours. I also tried calling and each time I called the people acted like they couldnt hear me I think on purpose. I was told I could not amend my booking when I booked it correctly. For some reason you put the wrong name on my room then I was unable to remove the secondary guest.I was told to call the hotel.I was told that bc the date had already past.Ok, so bc Im not primary I cant do anything to remove a guest. Im livid.

  

  Business Response

  Date: 07/29/2025

  Hi *****,

  Thank you for reaching out to Super.com and giving us the opportunity to assist you. We understand the significance of a seamless check-in process and are here to support you.

  After reviewing your communication with our customer service team, we contacted our travel partner to address your concerns. They connected with **** at the Front Desk, who assured us that both names are recorded on the reservation, making it easy for either guest to enjoy their stay without any issues.

  Since the reservation date has already passed, we are unable to make further amendments at this moment. Rest assured, your original booking correctly lists you as the primary guest and ****** as the secondary guest, which should enhance your experience during your stay.

  We are always here to assist you for any future bookings or questions you might have. Please feel free to reach out to us anytime your positive experience is our priority.

  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/28/2025

  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.

  In May 2025, I booked a flight with Super.com to ***********, ** from **********, ** for July 5-8th. As the date approached, I realized I needed to modify the dates as I could no longer stay for the full time only until Sunday or Monday morning at the latest. I reached out to Super.com about modifying the dates. I was told I could not. I called the airline and questioned their change/refund policy. I was told by the airline that a $99 fee would be applied to change the flight and that was only if they had an available flight available. I reached out to Super.com and received a *** that could barely speak English. She had to record my call and then play it for someone else to advise her on what to do. This went on for 4 different exchanges over an *********************************************************** back days later. Finally, I was instructed, I could indeed change the flight from 3 days to the 1 day for $1500!! The original flight was only $225. I asked for a refund or even a Super.com credit so that I could redeem on a later day of travel and was denied both requests. I have used Super several times for hotel reservations with no problems; I decided to give the flights a try. I am a Super+ member but have since terminated my membership because of this entire incident. I am very disappointed and felt like Super was trying to scam me out of additional money. The new flight was 7x the amount of my initial trip and I was told I still needed to pay the $99 fee...?!?! Needless to say, I lost my $225 that I originally paid as I was unable to travel on those days! I would still like a credit if possible, of the $225. I mean if this is how you treat your Super + members, then no thank you!

  

  Business Response

  Date: 07/29/2025

  Hi ********,

  Thank you for reaching out to Super.com and sharing your experience with us. We truly appreciate your feedback and the chance to assist you.

  We understand that you needed to adjust the dates for your trip to ***********, and we value your proactive approach in seeking solutions. Id like to clarify that for flight bookings, we collaborate with third-party partners like ****. This partnership ensures you have access to a variety of travel options, and typically, the contact information for any adjustments is included in your confirmation email for your convenience.

  We are delighted to hear that you were able to reach the right team regarding your request. We truly value your support as a member, and are here to assist with any questions or future bookings you might consider. Your satisfaction is important to us, and we are here to make your experience as smooth and enjoyable as possible.

  Please feel free to reach out anytime if you need further assistance or information. We look forward to serving you better in the future with our commitment to enhancing the experience for all our Super.com members.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23664936
  
  I am rejecting this response because: I was not given any information about a third party company such as Dida, as you say! The only information included in my confirmation email was my flight info with ************** and the customer service number for ******************** should I have questions regarding my flight! Even in speaking with your non English speaking ***** nothing was ever stated about contacting a third party! Super.com is a third party, so when in communication with ************** about changing my flight, they could not assist me because they stated I booked through a third party! In booking with your company, and if you contacted another third party to see about alternative travel accommodations, I was given an alternative 7x the amount I originally paid just to return a day earlier?! That was reasonable alternative accommodations?! Absolutely not!! Especially when ************** had an available return flight on the day I was requesting! Again, I asked several times for a credit so I could book again with you, as I already knew I would be traveling in August and September, and for a Super+ member, I was refused that option and told that if I didnt want to take the now $1500 flight, there was no other option available, not even a credit! Again, I am not accepting your response, as it is unsatisfactory! 
  
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 07/31/2025

  Hi ********,

  Thank you for reaching out once again. We appreciate your initiative in seeking clear options for your travel plans.

  We understand your experience and the efforts you made to adjust your flight dates. Our goal is to ensure you receive the best possible support, and while we currently aren't able to make changes on our end, were here to guide you to the right resources. For dedicated assistance, please contact the following number *****************. You will be routed to a team who is fully equipped to provide further guidance and explore additional solutions tailored to your needs.

  We truly value your feedback and your relationship as a Super+ member. Your satisfaction is important to us, and we are committed to making your journey with us as enjoyable as possible.

  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23664936
  
  I am rejecting this response because:
  Nothing is being done! As instructed in your email, I called the number given, spoke with a non English speaking person who took 8 minutes just to get the spelling of my name correct because he can barely understand or speak English! After being on the call with him he stated I need to pay $1233 to charge the return flight of my trip! I explained the trip was scheduled and booked for 7/5-7/8/25how can I pay you $1233 to change a date thats in the past! Im asking for a credit so that I can book a trip future trip and I wont lose the $225, Ive already paid to you! Im accepting anything other than a credit or the ability to change the dates to a future date of travel! You clearly took my money, I did not travel! Since it cant be refunded, why cant a credit be given?! Extremely disappointed in the customer service and the integrity of this company! I will not recommend your service as I did before! And the only reason Im asking for a credit is so I wont lose out on my money! However, after this entire incident/process, I will not travel with or use your business again!
  Sincerely,
  
  ******** *****