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:02/23/2023

  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 hotel stay on Feb 18, 2023 with Confirmation Number: B_8529142 for the ***************. The hotel did not have a room for me and canceled my reservation. The manager said the room should have been blocked because the previous guest had smoked in the room. The hotel is a 100% smoke free hotel. I have asthma and would not be able to stay there. The manager issued a refund to Supertravel of $213.99. I contacted Supertravel by phone today Feb 23rd because I had not received a refund yet and they told me that I would not get a refund because i had booked a non refundable reservation. I informed the representative that they received the money back from the hotel. She would not allow me to speak to a supervisor or another agent. I do not think this should be legal.

  

  Business Response

  Date: 03/04/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_8529142.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.
  
  We appreciate your patience!
  
  Regards,
  
  
  

• Initial Complaint

  Date:02/21/2023

  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 originally placed an online order for a gaming chair on 2/3/23 for $3.99 + tax with free shipping and my payment was processed through PayPal. About three hours later the company (super.com ---> ********************** e-mailed me to advise that the order had been cancelled due to a "processing error" and a refund was issued; however, when I checked their website again the item was listed at $102.99 instead of the $3.99 that I paid. I further communicated with super.com via e-mail (********************** to ask for the original price that the item was advertised at and that I placed the order for, but they refused. I still want the chair for the original purchase price of $3.99 + tax with free shipping. I have all e-mails, screenshots, etc. including the original order confirmation to verify that the company refused to honor their original advertised price.Thank you.

  

  Business Response

  Date: 02/23/2023

  Hi Nike,

  We would like to sincerely apologize for any inconvenience you may have experienced. Your time and effort in reaching out to us are greatly appreciated, and we understand how frustrating it can be when things don't go as planned.
  
  It's important to note that the error in question was due to a system issue that was advertised by a third-party website, rather than our own. We promptly removed the listing and cancelled all related orders as soon as we were made aware of the situation. As part of our commitment to transparency and fairness, we have included in our terms and conditions the right to cancel purchases in situations where the price or other important information on the SuperShop services is inaccurate. You can find more information about this on our website.
  
  We understand how disappointed you must be, and we want to assure you that our team is working diligently to prevent similar issues from occurring in the future. Our goal is to provide you with the best possible experience when shopping with us, and we take your feedback seriously.
  
  Thank you again for bringing this to our attention, and for your understanding in this matter. If you have any further concerns or questions, please do not hesitate to contact us. We are always here to assist you in any way we can.

  

  Business Response

  Date: 03/08/2023

  Hi Nike,

  We are still reviewing your case and exploring other possible resolution.  We will get back as soon as we can. Thank you for your patience.

  Regards,

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19444130
  
  I am rejecting this response because:  

   

  I was in sales for 14 years and have owned and managed my own rental properties for 18 years.  I understand that mistakes are sometimes made; however, it is the responsibility of the salesperson and/or business to ensure that they are providing correct and accurate information; your customers/potential customers have no control over this.  Again, this is "your" responsibility, so accept that responsibility and honor the advertised price.  Refusing to do so is breach of contract and demonstrates lack of commitment to your customers as well as lack of acceptance of responsibility.

  Again, please take responsibility for your actions and honor the advertised price.  I ordered "one" chair, not dozens of them.  Honor the advertised price.

  Thank you.
  

  
  Sincerely,
  
  Nike Nickel

• Initial Complaint

  Date:02/21/2023

  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 placed an order for a powder spray for my father. I entered the shipping address of my work address: ******* ********************************************************. Somewhere along the line the address got changed to **********************************************************************. Someone at 1 of the many businesses at that strip mall signed for my package. I notified Super Shop several times by email and each time they told me the address was the wrong one that I did NOT enter (**** ************* *************, ** *****). I offered to show them my work badge with my name and photo that I do work at the ******* that was on the address I entered but they would not accept that either and kept closing my help ticket. So now I paid $59 and I have no product that I ordered that someone else has in a business at that address that signed for it. I reached out to ***** and they couldn't do anything about it either since it was signed for by one of those businesses at the incorrect address.A the very least they could have offered me a refund instead of taking my money for a product I never received.

  

  Business Response

  Date: 02/24/2023

  Hi *****,
  
  Thank you for getting in touch with us. We have reviewed your customer support inquiry and order information, and we can confirm that our warehouse partner shipped your order to the address you provided during checkout. You can find your order invoice attached.
  
  Here are the shipping details:
  Recipient: ***************************
  Address line 1: **************************************************** line 2: *******
  City_Zipcode: *************, ** 73120
  
  As the package has already been delivered, we regret to inform you that we cannot issue a refund or replacement. However, as a one-time courtesy, we would be happy to honor your request for a refund. We have already processed the refund, and you should receive a confirmation email soon.
  
  If you have any further questions or concerns, please don't hesitate to contact us. We are always here to assist you.
  
  Best regards,
  SuperShop Corporate Team 

  Customer Answer

  Date: 02/27/2023

  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:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about 2/11/23, I ordered 12 rolls of Poh Dental Floss for $36 +tax on line from a business named Super Shop. Several days later I received by **** a small envelope with the return envelope stamped "Amazon.com ************* Inside the envelope was only 1 roll of Poh Floss, and a packing slip from "888 Multi Wharehouse.Super Shop has not responded to my inquirys. I then contacted 888 Logistics and they told me that the buyer who sent me the 1 Poh Dental flloss was actually called "Daily Steals", ***********************************************************, the same address as Super Shop.I don't think this was a scam, but poor wording on the shipping/packing label which read:"1 Poh Dntal Floss unwaxed 100yd (12x100yd). Thanx for your help,********************************** <***********************> ************

  

  Business Response

  Date: 05/05/2023

  Hello ******,

  Were genuinely sorry to hear about your recent shopping experience. We want your experience to be smoother next time, and your feedback will help us improve our services.

  It is noted that a full refund has been processed on February 22nd, 2023. We have attached proof of refund to this response and sent it via email as well, if you have not received this refund, we kindly recommend you to reach out to your bank institution for more information. We hope to have a chance to serve you in the future.

  Thank you!

• Initial Complaint

  Date:02/19/2023

  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 for $172.92 on 12/12/22 to stay 2 nights at the Days Inn 12/16/22 thru 12/18/22. I had to postpone my trip (B_7829247) by 4 days so I contacted SuperTravel the very next day on 12/13/22 and was told I could not change or cancel my reservation because it had been more than 24hrs since I booked it. I booked another room through another agency and filed a dispute with my credit card company. The credit card company ruled in their favor because they didn't want to go against their 24hr policy. I have since called and emailed SuperTravel multiple times to receive a credit, to which they have given me the run around and eventually stated that since I filed a dispute, they can no longer access the account. I escalated the issue with a supervisor via email on Jan 19th thru Jan 30th and sent them a letter from the bank stating they had rebilled me for the $179.92. After that, they stopped responding to my emails altogether. It is now 2/19/23 and I haven't heard anything back regarding the matter. It's unbelievable, how they treat their customers. I'm not even asking for a refund, *********** towards a future trip.

  

  Business Response

  Date: 02/20/2023

  *************,
   
  Thank you for reaching out to us about your reservation B_7829247 at the *****************************.
  
  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: 02/21/2023

   
  Complaint: 19385253
  
  I am rejecting this response because:

   

  I have already dealt with the bank.  The dispute was closed Jan 18th and I have submitted proof of the bank chargeback, yet Supertravel won't acknowledge this.  Stop giving me the run around.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/24/2023

  Hi again *****,

   

  We understand your frustration, nonetheless, as previously stated, all communication must be via the dispute that you initiated as this is mediated by the bank.

   

  Regards,

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19385253
  
  I am rejecting this response because: are you guys bots? Did you not read the letter from the bank? Again, the dispute was closed and the amount was rebilled in January.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/18/2023

  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 booked one hotel night stay and paid $14 refundable fee. I tried to request refund and the form is asking for bank account information instead of refunding to my credit card I used for booking. I am very scared this is a scam and am not willing to provide my bank account. The hotel, ********************************** ********* ** is agreeable to cancel the one night without any problem or penalty. They ask that the vendor call them to confirm but have no way to get through to them as phone does not connect, it stays on constant hold. Is this a legitimate business? How do I get my full refund that even the hotel says I can get?

  

  Business Response

  Date: 02/20/2023

  Hi ******* ,
  

  Thank you for reaching out about your reservation B_8449215 at the ********************************. 

  Please note that unless the reason for the cancellation request is listed as one of the valid reasons, the request will get denied. 

  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

   

• Initial Complaint

  Date:02/17/2023

  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 tried to book a hotel room with Super Travel over a 24-hour period, the companys system was unable to complete the reservation, the customer service agents kept telling me to wait and try again, start over, check my details, etc. They kept stringing me along so that I wouldnt book through another company, but ultimately they could not make the reservation happen and refused to escalate to management despite my repeated requests. This process created a long delay that caused me to pay $300+ more for the same room via a company whose system works. I ask for that amount in compensation (or the booking completed) and an explanation of what went wrong from somebody who is able to find out and cares enough to do so. Prospective customers should be aware that dealing with this company may result in repeated submission of credit card numbers and other personal details under suspicious circumstances that could lead to inappropriate use of that information.

  

  Business Response

  Date: 02/20/2023

  Hi there,

  Thank you so much for reaching out and we are so sorry for the inconvenience. We have tried to search for your booking and can confirm that no booking has been charged, thus what you see on your card are preauthorization and should fall off on it's own after ***** business hours.

  We apologize that you had encountered an issue at booking, we have flagged this concern to the correct department. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:
  
  

  This is not a credit card dispute, so your response is irrelevant. My complaint is that your people strung me along for over a day, telling me to wait a while, check my details and try again later each time the booking did not go through. Most of those attempts were on PayPal, by the way, but direct credit card billing failed too. During that time, I did not book elsewhere and prices increased, so when I finally didafter your agents gave up and said they could not fix the problem with your systemI had to pay about $350 more. I want you to make me whole for that loss or make the booking and honor the original price. Thats what a legitimate company would do. Im not yet certain what yours is or ************** might be. You owe me and your management an explanation of what went wrong, because if you are legit, you need bookings to go through. Your agents seemed quite content to let my repeated attempts fail, which is suspicious to say the least.

   

   

   

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

  

  Business Response

  Date: 02/24/2023

  Hi again ****,

   

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  
  
  There are a few things that might be preventing completing your purchase. The most common booking errors are entering an incorrect billing address, expiry date, or CVV code (the security code on the back of your card). If you receive an error message while booking, first double-check that your details are entered correctly. If the error persists, we recommend that you contact your financial institution for assistance. 
  
  In select cases, the booking error may occur because your booking checkout expired (e.g., someone else bought the room etc). To fix this, please refresh your page, proceed to the original hotel page and re-select the room of your choice. If the error persists, we recommend waiting a few minutes for the rates to refresh.

  
  In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations.
  
  We hope we have clarified your doubts and concerns.
  
  Regards,
  Corporate

  
  

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:
  
  

   

  All you have clarified is that you are a spin doctor, not some customer-relations escalations specialist.

  When you say something like Im sorry you feel that way, its not an apology but a dishonest accusation that theres something wrong with the way your opponent feels. Nothing wrong with the way I feel, and I have screenshots to prove it. Speaking of which, your media coverage is about to get a little wider and a lot more critical. I worked in news for 40 years and am writing a freelance piece on your activities that will be anything but puff.

  As further evidence of your dishonesty, you continue to obfuscate by going on about credit-card and other details, deliberately ignoring my repeatedly telling you that I used PayPal for most of my many attempts to complete the booking. I used a credit card too, a few times, just to cover all the bases, but the result was always the same: no deal. Or as my dad used to say: a phony deal. Im sure the authorities will be very interested to learn of your agents repeated requests to use a different card. Cant help wondering what you do with all that credit-card data. Everything but book travel, it seems.

  And your dynamic pricingadvertising unavailable rates and getting naive customers to accept higher oneseverywhere else thats called bait-and-switch. Im told this dodge is illegal in some jurisdictions but it is frowned upon everywhere. No doubt youre all master baiters there.

  But if you still insist Super is a legitimate outfit, have *********************** contact me directly. *** left messages and my phone number for her with various agents, which she heretofore ignoredcreating even more suspicion. If she makes my original reservation go through, Ill concede publicly that Super is legit. If she doesnt, as they used to say on ****, shell have some splaining to do.

   

   

  Sincerely, 

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

  

  Business Response

  Date: 03/07/2023

  Hi ****
  
  
  The most common booking errors are entering an incorrect billing address, expiry date, or CVV code (the security code on the back of your card). If you receive an error message while booking, first double-check that your details are entered correctly. If the error persists, we recommend that you contact your financial institution for assistance. 
  
  In cases where the booking doesn't go through, such as this, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, SuperTravel has not charged you and so your card processor will release the hold placed.
  
  Regarding your concerns about privacy and specifically your card information, please note that no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.
  
  These standards have a number of requirements, including:
  - Only storing cardholder data if it is necessary for business purposes. If you are opting in to have your credit card stored, the "business purpose" is speedier transactions.
  - Truncating cardholder information, which means shortening the full credentials. For example, when you request a credit report, only the last four digits of the card number are typically displayed.
  - Not storing cardholder information on unprotected devices, such as PCs, laptops or mobile phones.
  - Using cryptography and other layered security technologies to minimize the risk that the data could be read by an unauthorized party. For example, if credit card data is properly encrypted, it would be impossible for unauthorized parties to access the information since they do not have the encryption key.
  - Only allowing third parties to access the data if they have clear security and password protection policies.

  
  We kindly ask you to review the Terms & Conditions on our website, to learn more about Supers privacy policy:
  
  ***************************
  
  As mentioned before, our rates are dynamic and often lower than other providers, and that is what could determine the rate difference you paid to the other provider. Our hotel rooms are sourced from different partners including 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.
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.
  
  Regards, 
  Corporate - Approved by ****************

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:

   

  As usual, you obfuscate with irrelevant and inaccurate information.

  There were no payment-detail errors. You simply didnt book the room. So stop regurgitating that rubbish.

  The room was not sold out. Each time your agents told me to try again, the same low rate displayed again in real time, and your system failed to book it. Dont keep repeating your dear old party line about dynamic rates. Youre not writing for Pravda, and thats not how they work. Youre fooling nobody with amateurish propaganda.

  Your agents insisting that I make more attempts with different credit cards is highly suspicious and will be officially investigated. The technobabble you offer up looks like an even more suspicious smokescreen.

  After all this, wouldnt it be, or have been, easier to just book the room? Even if you have to do it manually? Ill still accept it until I cant. If you are indeed a legitimate travel-booking operation, why do you go to such extremes to deny and avoid making bookings? A real travel agent would just book the room in the hope that the customer would come back again and buy more. Which I would if you showed any inclination to do what you claim you do.

  But if you cant deliver what your website offers, why would anyone even try to book anything with you? Let **************** call me up and answer that. If she cant or wont, you look like just another bait-and-switch boiler room. And she looks as if she has good reason to hide.

   

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

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 10th I booked a reservation for a total of $671.10. For a stay at a Hilton property 2/17-2/19.On 2/16 I called the hotel to ask a question, they responded that the reservation was canceled by Snaptravel on 2/13.I promptly called them to inquire and was told their urgent case management team was working to get it resolved. The day of check in, I spent they entire day contacting snap travel, they kept stating they were working on it and would get back to me.Upon arriving at the hotel, it was clear there was no reservation so we had no choice but to pay double the price to book a room for my family to have lodging that night.About an hour after check in, Snaptravel contacted me saying they would be refunding me for the amount I paid.. but that I should contact my bank. I have very little faith that will happen and will plan to dispute with my CC company. This company is an absolute fraud and needs to be sanctioned.During my discussion with the hotel manger, she let me know this had been happening often with this company and that they are looking into discontinuing their partnership with them.I have plenary of emails and text messages to corroborate my claim.I simply dont want anyone else getting burned by this fraudulent company.

  

  Business Response

  Date: 02/20/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_8435609  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 confirmed that our team was able to process the refund on your account.  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: 02/21/2023

   
  Complaint: 19427204
  
  I am rejecting this response because:

  Your company is fraudulent. You repeat the same canned message for the thousands of negative reviews of others you have scammed.

  Of course I am going to work with my bank to file a chargeback, clearly your company has established a precedent of unethical business practices and demonstrated you can not be trusted.   

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

  

  Business Response

  Date: 02/24/2023

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  
  
  We understand your frustration, nonetheless, as previously stated, all communication must be via the dispute that you initiated as this is mediated by the bank.

  
  
  Regards,

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19427204
  
  I am rejecting this response because:

  you use the same canned response for every awful review you receive, literally thousands of them. Your company is fraudulent and will eventually be shut down. Its only a matter of time.  
  

  Im working with ****** to help them end their relationship with your shady company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  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 MADE A RESERVATION FOR THE WESTIN ***** IN ********** , ** SEPT 27TH AND 28TH 2022 THRU SNAP TRAVEL, PRIOR TO ARRIVING AT THE ***** (DAY BEFORE) THE ***** CANCELLED OUR RESERVATION BECAUSE OF A MAJOR HURRICANE,( SOMEBODY GOT THE MONEY (SANP TRAVEL, I THINK) WE HAD NOTHING TO DO WITH CANCELLATION. WE TRIED TO GET A REFUND THRU THE ***** THEY SAID SNAP TRAVEL IS WHERE WE SHOULD GO- WE TRIED TO GET A HOL OF THEM TO NO AVAL, SO WE DISPUTED IT WITH THE CRECIT CARD THAT WE USED - MARRIOTT/BONVOY- $500.96 WAS THE CHARGE. WE KEEP GETTING DENIED FOR A CREDIT- WE NEVER HAD SERVICE/WE NEVER STAYED THERE THOSE DATES/TO DANGEROUS PER *****. (HURRICANE ***) CAN YOU PLEASE GET US A REFUND?

  

  Business Response

  Date: 02/20/2023

  Hi *****,

  Thank you so much for reaching out with regards to your booking B_7251482 at the **********************************************.

  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:02/15/2023

  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,
  
  *******************************