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:02/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation Number: B_8296865 I booked ************************** hotel through your agency for May 23 and 24 and paid a cancellation fee of $70 to ensure that a refund will be made to me. in case I have to cancel for any unforeseen reasons. Eventually, I had to cancel these two days owing to some personal reasons, I will come earlier and have to go earlier; which means that I will come on the 22nd and leave on the 24th of May 2023. I applied for a cancellation so that I. can be booked for these two days. I am told that no refund will be made to me. I don't understand that despite taking a cancellation fee for a full refund, you refused to honor what you promise by making me pay extra money for nothing. It's sort of ripping money from the client for me for a service that you are providing. if my issue is not resolved and my money is not refunded, I will never do any booking through your agency nor let anyone do that and report that on social media for awareness of the public.

  

  Business Response

  Date: 02/20/2023

  Hi ********* ,

  Thank you for reaching out with regards to your reservation B_8296865 at the **************************.

  Please note that the enhanced refund policy does not entail an assurance of free cancellation anytime, please note that the policy has listed the valid cancellation reasons for a refund.

  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.
  
  
  Regards,
  Corporate
  

   

  Customer Answer

  Date: 02/21/2023

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

• Initial Complaint

  Date:02/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is in reference to confirmation number: B_8215143. When I book through SuperTravel (f.k.a. SnapTravel), I always select a room with one bed. However, every single time, I end up being booked for a room with two beds, contrary to what I select on the app. This switcheroo is not right; the bed quantity on the app needs to match the bed quantity at the hotel. I do not need a room with two beds, especially when another family could use the second one, unlike me. Multiple calls in to SuperTravel has gotten me nowhere So that's why I'm requesting through the BBB to change my room type for this reservation to one bed -- the room type that I had booked through the app. Also, more accurate descriptions on the website and app would be most appreciated by everyone.

  

  Business Response

  Date: 02/20/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8215143  at the ****************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  We have escalated this matter to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.
  
  Thanks for your patience!
  
  Regards, 
  Corporate

• Initial Complaint

  Date:02/15/2023

  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 purchased a room through Super travel , an agency they are contracted with for a room in Rush tower , as you will see in the conformation email they sent me. Upon arrival , at the front desk, I checked in as normal , not paying attention and left line for my room. I immediately knew she sent me to the wrong tower because thats where I stayed last year, and did not want to stay in that one again. Mainly because its to far from *********** . So, I went back to front desk waited in line again, not very happy at this point, eventually getting back to the same gal that helped me. I brought the wrong tower to her attention and she stated the computer said I was supposed to be there. Even after I showed her the email from Super travel. She wanted me to forward the email to her supervisor , move aside the line and wait for her supervisor to get back with her , as I waited .I was tired, waited in line twice, (both times about an hour) and wanted a room. I settled for the one she gave me, knowing I would be handling it later. The room I reserved cost twice as much as the one they gave me, and was located in the ****** tower, exactly where I did not want to be. I have a bad knee, and the walk to *********** was almost unbearable .

  

  Business Response

  Date: 02/20/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8298132 at the Rush Tower At Golden Nugget.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  We have escalated this matter to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.
  
  Thanks for your patience!
  
  Regards, 
  Corporate

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19391718
  
  I am rejecting this response because: They are not resolving this, they are passing it on to a different department.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/24/2023

  Hi again ******,

   

  The Support team is currently working out to the accommodation and teh travel supplier for this reservation. They will follow up with you as soon as possible.

   

  We appreciate your patience in the meantime.

   

  Thank you.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19391718
  
  I am rejecting this response because:
  Super travel emailed me and told me they had talked to Golden Nugget and the people at the Nugget told them they gave me a bigger room so they felt they didnt have to refund me anything. These are the facts: The room they gave me was the same size room I stayed the year prior for a fraction of the price. But that wasnt the issue. I was traveling alone and could care less even if they had given me a bigger room, but it wasnt' . The main reason I took the reservation in the Rush Tower is because of my bad knee. It is closer to ***********. The ****** tower is where they put me which is about a 15 minute walk with my knee to ***********. That was my concern from the beginning. I found way cheaper reservations though other carriers in ****** tower way cheaper before I made reservation in Rush tower through Super Travel . The REASON I took the reservation was my knee. They cant sell me one thing , and give me another
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/07/2023

  We're truly sorry that your experience with us did not meet your expectations. 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 50 USD, so you can use it for a ***********. It is already available to use.
  

  
  This is above the standard compensation in the industry for this type of incidents.

   

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

   

  Regards,

  Corporate

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19391718
  
  I am rejecting this response because: my trip was worth more than $50. I planned it for a year. You sold me one room and gave me another. Bad business . No, a $50 credit wont work because I will never book through them again, therefore, a $50 credit is worthless
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/12/2023

  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 needed to book a hotel room for 2/11/23 due to my childs sporting event, I needed to stay another night in **********. I went online to book the room the dates changed to 2/13/23. I proceeded with the booking not realizing that had occurred. It had been a very long wrestling weekend and when I realized we were staying another night it was already close to 10 pm. When I arrived at the hotel they could not find my booking because of the date was wrong. When I reached out to the company about it they refused to help and sad it was non refundable and non changeable. I had to drive straight home and sleep in my car due to this issue. The lack of customer service and their willingness to help is sad. A company makes a choice to have a reputable business. This company is not that they are full of schemes and lies to steal your money.

  

  Business Response

  Date: 02/20/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_8454799  at the ***********************************************************
  
  We are truly sorry that you had trouble with your reservation.

  
  Please note that we do not have the ability to modify any reservations or change your research.
  Every reservation is made based on the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.
  
  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.
  
  Regards,
  Corporate

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19392298
  
  I am rejecting this response because: When I got to the hotel the lady behind the desk said she can not make any changes only the company that I booked the room through can make changes. So your excuse makes no sense. Now **************** is pointing fingers at the hotel stating that make the changes. People make mistakes and when I booked the room its your website pulled up the wrong date. I find it interesting that the lady at the hotel made the comment thats how they get ya    
  I have rented rooms through Priceline lots of times and have never had an issue with them.

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

  

  Business Response

  Date: 03/04/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_8454799.
  
  We are truly sorry to hear about your experience. 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

• Initial Complaint

  Date:02/12/2023

  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.

  I booked a hotel reservation in error for the end of the month (1 night) at the ***************** Dulles in *******. Super Travels subsidiary ReservationStays.com captured the booking posing as the actual Hilton. (B_8439104 is their record number) They offered and I paid an additional fee to make this totally refundable. In less than 24 hours I realized the error and asked for a total refund. ReservationStays.com insisted I use the form at RefundMe.com. ( DD557790 is the refund application number) Refund Me.com insisted my claim was invalid and I should go back to ReservationStays.com for an appeal. An around and around we went. No refund despite multiple emailsP . The last email said to contact the parent company super.com. Super.com does not accept email complaints for Super Travel. I have had enough and wasted to many hours on this, A review of their ratings numerous and complaints led me here..These sites are scam artists. No hotel especially the Hilton would invoke a nonrefundable reservation and charge a fee to make it refundable and not offer a refund within 24 hours of the booking. Avoid these sites at all costs.

  

  Business Response

  Date: 02/19/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_8439104 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, 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.
  
  Regards,
  

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19391342
  
  I am rejecting this response because: It is ridiculous and wrong. I paid an extra fee to make the reservation refundable. Nothing has changed based on their response. They still have kept my money for nothing received.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/24/2023

  Hi ****,

   

  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.

   

  Please note that your reservation does not meet the criteria for free cancellation.

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

   

  Despite that, our Support team is still working on this case and reaching out to the accommodation on your behalf to request an exception to be made. They will follow up with you as soon as possible.

   

  We appreciate your patience.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19391342
  
  I am rejecting this response because:it is neither reasonable nor acceptable. It is theft
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  I mistakenly booked a hotel room at midnight for February 8, 2023. The website would not allow me to book overnight from the seventh to the eighth, which is what I was intending. Instead it booked me from the 8th through the 9th. The hotel was not able to modify the reservation as it was through a third party. I did not use the room for the night that it was booked. I called super travel to cancel the reservation and request a refund, but they refused. I do not think it is fair for them to charge me for a room that I did not use. I called them on the eighth before the aforementioned night that was booked. Therefore, my booking should at the very least be modifiable. The customer service person was of no help. I am now disputing the charge.

  

  Business Response

  Date: 02/17/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_8416663.
  
  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.
  
  Regards,
  

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. In response, I did speak directly with the hotel to change my reservation for the correct date, and they would have been happy to do this. However they could not because the reservation was through SuperTravel. They suggested I contact SuperTravel to edit/cancel my reservation, which I did
  

  The business has provided a refund and I am satisfied with this response. Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  20 Oct 2022 I booked a hotel stay for onenight via snaptravel ($52.42) at the day inn 1.The Days Inn Cancelled my booking due to the positive Covid test.2.They agreed to refund the booking but it need to go thru the travel agency, Snaptravel. All the travel agency needed to do was call them 3.Snaptravel refused to talk to the hotel and simply said the fare was non refundable.4.Snaptravel even refused to find me alternate lodging even after their (vendor) hotel cancelled my booking.5.Snaptravel refused to refund the hotel fees even after their vendor (Days inn) has canceled the booking!!Snaptravel did not provide the service for a hotel booking because their own vendor cancelled it and yet they refused to refund the amount charged to my account.

  

  Business Response

  Date: 02/17/2023

  Hi,
   
  Thank you for reaching out to us about your reservation B_7288295.
  
  We are truly sorry to hear about your experience. 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

  Customer Answer

  Date: 02/19/2023

  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:02/07/2023

  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.

  Booked hotel through this company. The hotel didn't have the room/amenities that supertravel offered online. The hotel refunded all the money to supertravel and supertravel refused to send a full refund and kept some of the money.

  

  Business Response

  Date: 02/09/2023

  Hi *********,
  
  
  Thank you for reaching out to us about your reservation .B_8412016 at the ***************************.
  
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. This also applies to their staff behaviour. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  
  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, please get the name and position of the staff that has accepted your request.
  
  
  This being said, please note that our Support team did contact the accommodation on your behalf to confirm management approval and had issue a refund on 2023-02-08. 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.
  
  
  Regards,
  Corporate

• Initial Complaint

  Date:02/07/2023

  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.

  I booked a reservation to the Best Western ********************************** in *********** on February 4 for 3 nights. When I arrived at the hotel I was told they were fully booked and my reservation did not go through. I then booked a room at another hotel. When I saw the reservation charge for $551.73 for Best Western Saint *********** I spoke with **** at the hotel the same night (2/4) who said I would receive a full refund. I contacted Snap travel who is refusing to refund my money.

  

  Business Response

  Date: 02/09/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_8383611  at the **************************************************.

   

  We are truly sorry to hear 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.
  
  
  When our Support agent contacted the hotel, ******, the Front Desk Manager informed them that they were not overbooked, but rather their staff was unable to locate the booking at the time of your check-in, so later when it showed up they cancelled it.

   

  It is noted that you were fully refunded on 2023-02-07. 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 want to bring to your attention, nonetheless, that we do not have a record of your contact reporting this, so the issue could be resolved while you were at the frond desk. Please note that we have a 24/7 Support team with live agents happy to assist.
  
  
  For future reference, when in need of assistance, please reach out to the Support team soon as possible so they can assist. All our contact information is available on the site and in your confirmation email.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  
  Regards,
  Corporate

  Customer Answer

  Date: 02/10/2023

  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:02/04/2023

  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.

  Im disabled and homeless with 3 children. I prepaid and reserved my room however the motel did not receive payment from Super travel. Its been 24hrs and the issue hasnt been resolved. *** made 3 attempts to speak to management but was unable to be transferred by agents. This situation has caused high anxiety and severe stress! Im in heart failure & cannot afford to be on the streets with my children due to this business not resolving this issue by end of business day.

  

  Business Response

  Date: 02/07/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation .B_8361849 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.

  
  For context, our hotel rooms are sourced from different travel suppliers including Expedia, Priceline, Booking, Hotels.com, etc...  as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, 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.

  
  
  It is noted that issue between the hotel and the travel supplier was sorted and you're granted credit compensation (20% of the total).
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Regards,

  Corporate

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19332902
  
  I am rejecting this response because:I was asked to leave the property the day of my reservation. I was told I was going to get a call back the day of, issue was not resolved as promised. Agents were very rude when I asked for a Manager. I was not refunded as I requested and Im demanding compensation for stress and anguish. Many attempts were made for a manager to call he motel to confirm payment, no representatives called to clarify or rectify the issue. This took 2 /2 days to resolve. 
  

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

  

  Business Response

  Date: 04/03/2023

  Hi ****** ,

  
  Thank you for the follow up and once again we apologize for the inconvenience. 

  Allow us to help you. This matter has been escalated to our *********** 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.

   

  Best regards,