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:12/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two bottles of very expensive bourbon which have not been delivered. The company has not answered four emails to customer service inquiring as to status, nor has it answered my request for a refund. I'm simply out $168. Order # *********

  

  Business Response

  Date: 12/06/2022

  Hi ******, 

  We're truly sorry to hear about your experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.

  That being said, we have reached out to you via email to provide further support. Please check your inbox or spam/junk mail. Thank you!

  Customer Answer

  Date: 12/06/2022

  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:12/06/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered something from this business and the shipping label was created but no further action has been taken with my order. My order number is: #*********

  

  Business Response

  Date: 12/06/2022

  Hi *****,
  
  We're truly sorry to hear about your experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.
  
  That being said, we have reached out to you via email to provide further support. Please check your inbox or spam/junk mail. Thank you!

  Customer Answer

  Date: 12/06/2022

  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:12/05/2022

  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.

  B_7784049 SnapTravel refuses to provide a hotel confirmation code and the hotel has no record of my reservation.

  

  Business Response

  Date: 12/12/2022

  Hi **** ,

  Thank you for reaching out with regards to your booking B_7784049 at **********************************************.

  Since the booking was recently made when you reached out it was explained by our team that it would usually take a few hours for the reservation to show ** in the hotel's system. Later on 2 of the team supervisors have reached out to you to provide the hotel confirmation number wherein you were able to use the reservation you booked through us. 

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

  Best Regards,

   

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18527382
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 12/21/2022

  Not helpful 

  

  Business Response

  Date: 12/23/2022

  Hi ****,

  Thank you for reaching out about your reservation B_7784049 at **********************************************.

  It appears that our team was able to confirm your reservation and provided you with the hotel confirmation number on December 5th. An email has been sent out to you with hotel confirmation number 90000126. This came from ******, the front desk officer who confirmed your reservation.

  We appreciate your patience, and we apologize for any inconvenience caused. Thank you and Happy Holidays!

  Customer Answer

  Date: 12/23/2022

   
  Complaint: 18527382
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/05/2022

  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.

  Confirmation number is B_772861 Hello my name is ********* and I had book reservations through super travel for my fianc Eimad alammarei for his business travel to south band ****** at Comfort ************ *********-South band he gets there to check in and the hotel tells him the card declined for this reservation and they cant do anything about it because its a third party so he gave his credit card to do new reservation and different total amount and when super travel contact the manager ***** and told them the first card it was declined but the second card for the second reservation went through and I went back to the manager and told me this so now I will go back to the hotel and get a written letter saying I didnt stay there at all and never used the reservation I had paid for through super travel Do you understand my situation the hotel is saying my card declined and cant give me any refund because you are a third party and the manager spoke to you and told you the card declined I need my refund because you took my money and saying card declined I understand its not refundable but you took my money and I traveled all the way from ******* to south band and I get there and I couldnt use my reservation as well I will be reporting this business to better business bureau for further investigation

  

  Business Response

  Date: 12/12/2022

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_7728611 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. Please note that our team was able to speak with the property manager who confirmed there was no issue with the payment we provided them.

  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:11/27/2022

  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 room from snaptravel at the holiday inn express sunsetpark brooklyn ** 833 39 street bklyn ** booking number B_7060958 when I arrived the booking was not there. Holiday worker said they did not have any vacancy they were fully booked. The voucher was not in there system we called several times snaptravel said they would call back to me and the front desk. We waited several hours no call back we kept trying to call to no prevail it was after 4am when I was forced to call a cab and find another hotel. Snaptravel overbooked but did not return my money. I then was out of more money for the cab and had to pay more at the next hotel last minute check in which was as only a couple hours because I checked in after 5am. I want my money back and people to know they are scammers.

  

  Business Response

  Date: 12/06/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7473073.
  
  We have already responded to your other complaint.

  Regards,

  Customer Answer

  Date: 12/06/2022

   
  Complaint: 18467227
  
  I am rejecting this response because: no you did not give me my money.
  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 12/12/2022

  Hi Le,

   

  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,
  Corporate
  
  

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18467227
  
  I am rejecting this response because: super travel has not and will not cooperate has not provided info or returned money
  
  Sincerely,
  
  ***********

• Initial Complaint

  Date:11/18/2022

  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 11/5/22 I booked a hotel through this shady company. I did not stay at the hotel due to drug activity and bed bugs. Super travel wouldnt let me cancel so I left the hotel for my safety. I called my bank and the hotel to dispute the changes. The hotel is willing to give me a full refund but needs this company to send over the paper work to submit a refund and this company refuses to send over the paper work and keeps stating that its non refundable. SHADY COMPANY DO NOT DO BUSINESS WITH THEM. I will be calling my bank again to dispute this company and if I have to get a lawyer I will.

  

  Business Response

  Date: 11/23/2022

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_7566920  at the ****************************.
  
  We are sorry for the inconvenience and we appreciate your patience and time spent explaining your concerns with this reservation.
  
  Even though you had booked a non-refundable, in this instance our Amendments was able to get an exception accepted by the accommodation. You can expect to see that back on your card in the next 2-3 business days, depending on how fast your bank is to process. Thanks for your patience!
  
  Regards,
  Corporate

• Initial Complaint

  Date:11/16/2022

  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.

  On March 16, 2022 I booked a room online for a hotel in ******** with this company formerly known as SnapTravel now known as SuperTravel. Immediately after booking I have an emergency and have to fly back to **********. I call customer service to cancel the booking. I was told very quickly I wouldnt be charged and the representative canceled my reservation. However I was charged $411.73 so I made a claim with my bank in which they were also unsuccessful and suggested I contact BBB. I feel I have been scammed for no goods or services in return. I would be happy if the company just returned my money.

  

  Business Response

  Date: 11/23/2022

  Hi ******* ,
  
  Thank you for reaching out to us about your reservation B_5398633 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.
  
  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,
  Corporate

• Initial Complaint

  Date:11/11/2022

  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.

  Book a hotel in supposedly *********** not from ******* strandle book a hotel in the econolode B_7603583 because of being the hotel listed but the hotel was not buffalo and said I needed basically ********* and hotel stole consider lied and stranded in the cold due to the even sau hey change day of reservation

  

  Business Response

  Date: 11/20/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_7603583.
  
  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 already refunded the full amount back to your original mode of payment. It usually takes 3 - 5 business days to process.
  
  Thanks for your patience!
  
  Regards, 
  

• Initial Complaint

  Date:11/02/2022

  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 August 19th I purchase a hotel room for a group of friends/family traveling to ********* through Snaptravel. The room was advertised as "1Kg/2Qn 2Bdr Ste Mobility/Hear Access Ri-Shwr,Vis Firealrm/Door/Phn Alrt-45Usd Resort Chrg,65Inch Hdtv-In-Rm Safe-Wifi Avl-Frig-3000Sqft - Double Room Only" and confirmed in my booking. I received a confirmation email from Snaptravel with the same details of the room shortly after.I did not hear back from Snaptravel indicating any issues. I then called the hotel 2 months later to be sure that the room had a crib for our daughter only to be told that my room was a standard king room (the cheapest 400 square foot room offered) and I did not have a reservation for the room I purchased through Snaptravel.I reached out to Snaptravel and after 2 weeks of waiting for answers, they responded that the hotel doesn't have such a room. I screenshotted them proof on the hotel website that the room exists AND a screenshot showing that their app is still selling that room, but now for a much higher price.Despite this evidence, they offered to cancel my room for me and give me a 20% coupon. This is a huge problem for my group as I booked a large room to fit multiple individuals, many who have already bought flights and show tickets for these dates and now if we want to get sufficient accomodation for everyone it will cost thousands more than we originally paid.This is a blatant bait and switch by Snaptravel that thankfully we caught by me prior to flying out. However, with my trip coming up, our group is essentially forced to spend thousands of dollars more to get the accommodation we need.

  

  Business Response

  Date: 11/09/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_6841854  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. Please note that the reservation you booked is indeed not the presidential suite which is ****sq meters as per obvious reasons with the price. As our team is still checking with our travel partner we were informed that you are actually booked for a suite which is **** sq meters though.

  Once again, we would like to apologize for the inconvenience, but we would like to extend the same offer to cancel with a 20% compensation or keep the reservation and we will still throw in the 20% compensation for the inconvenience. Please let us know if these options would work out for you. Thank you!

   

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18351729
  
  I am rejecting this response because: *********** has not offered a legitimate solution other than allowing me to stay in a hotel room significantly smaller and cheaper than what they charged me for and advertised. They then offered a refund, but this does not solve the issue and the only proper solution is to provide me the room that was sold. However, the company still denies this room exists at the hotel despite continuing to advertise the same room and despite the hotel showing it on their website. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We apologize for the inconvenience. We are reaching out to the hotel and our travel partners but despite our efforts, we have been informed that the room booked is indeed not the Presidential Suite. Please note that a Presidential Suite does not cost at the rate you paid. We would like to offer a 50% refund should you wish to keep the room booked, this is on top of the 20% SuperTravel credits you were offered prior.

  Please let us know if this would suffice. Unfortunately, we cannot offer more than this amount. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Best,

  Corporate

• Initial Complaint

  Date:10/28/2022

  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 with this business, I did it weeks before leaving out of town. Two nights before my scheduled flight they send me a email saying the room wasnt available and they are trying to get me another room. I said ok as long as I get a room. I was going back and forth with them, calling them in which they have a urgent team that you can never get on the phone you just have to leave a message with customer service and the urgent care team doesnt call you back they email ou. Same generic email. I just want you to know I am working on this case and will get back to you. Each time its a different person same generic response. Finally I said I want a refund here it is 2 weeks past I still have no refund. They are scammers and now they are telling me they need to confirm with the hotel that the booking wasnt secured. They know the violin wasnt secured and they are thieves. I checked with the hotel directly and they told me they have no reservation for me. Never book with these crooks.

  

  Business Response

  Date: 11/04/2022

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7287792 at the **************************** Collection .
  
  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 see that our team was able to exhaust all their efforts to resolve the situation, and we also have noticed that you have been refunded on October 30th, along with a 20% SuperTravel credits for the inconvenience.

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