Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2023

  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 tried booking 3 rooms at ****************** in ************* on February 24, 2023, and the charges appeared on my credit card ending in ****. I never received any confirmation number, email, booking receipt, or anything via email or in "my bookings" in the Super app. I've contacted support a few times, and they keep telling me to contact my bank as it's only an authorization and not a full charge. My bank has confirmed that this is a full charge, and not a temporary authorization, as that would have fallen off after a few days, but this was 5 months ago almost. I am not able to get anywhere with Super and this has been very frustrating.

  

  Business Response

  Date: 07/20/2023

  Hi ****,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,
  

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20313941
  

  As previously stated I received no email/order confirmation/booking number/reference email the only thing I received are the 3 charges on my credit card that are still on my account they are not pending or authorizations the transactions numbers are listed on my credit card statement, and that is all I have. Email is *******************

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

  

  Business Response

  Date: 07/25/2023

  Hi ****,

  Please note these are confirmed reservations booked for a stay in September. 2 of those reservations were made for 2 different guests so the confirmation emails had been sent to the email address on the reseration.

  We have re-sent all 3 confirmation emails to *******************
  

  We hope we have clarified your doubts and concerns.
  
  
  

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20313941
  
  I am rejecting this response because:

  I have contracted the hotel and they have stated there are no reservations in our names  also, no one has received the email confirmations that youve sent out  

  please refund the charges to my card, or I will dispute them.

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

• Initial Complaint

  Date:07/12/2023

  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.

  We booked a stay at AxelBeach in ***** and the checkout date was Tue Jun 06, 2023. The confirmation for this reservation is B_9679087.My friend who was using the rental car lost his keys at a Jet Ski Hub at Fontainebleau (or was one place we checked) on May 30th. We were scheduled to fly home at 7:10 PM on May 31st. That night, we spent hours tracking his steps and tried to find his keys on the beach, street, everywhere he went. We decided we needed to extend our stay to try to find the keys and deal with the rental car company, we were almost positive it was going to get towed and would have to deal with that as well. This is why we booked with Supertravel. It wasnt until that afternoon (after we had booked) that his other friend reminded him they could have been at the Jet Ski Hub. They had already reached out and was waiting for a response and so were we, and when they confirmed they had them, we no longer needed the room and caught the flight home that evening.We would like a refund for our stay, have reached out numerous times to plenty of agents all of which who have ignored us and not responded. It's been over a month now with no response. Supertravel has bounced me back and forth with ********* saying the onus is on them, and ********* telling us the same thing in regards to Supertravel. It's ridiculous how I've had to wait this long for this situation to be resolved and keeping getting disregarded after reaching out multiple times. Please remedy this situation and send this to whoever can handle this situation properly. Thank you.

  

  Business Response

  Date: 07/20/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_9679087.
  
  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: 07/21/2023

   
  Complaint: 20311441
  
  I am rejecting this response because an e-mail from Axel Beach Staff was already forwarded and provided referring me back to Supertravel where they agree to the cancellation but cannot refund directly because Super has the funds. I have provided the appropriate documentation and followed the requests you made and even still am being rejected the refund I am entitled to. This is now the third time I have been back and forth with each company pointing fingers at each other. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/25/2023

  Hi ****,
  
  We want to bring to your attention that the hotel's letter confirmed the possibility of canceling the reservation, but it did not explicitly state that they would waive the cancellation fees. It's important to note that when a property marks a guest as a No show due to their inability to honor the reservation, they may charge the full or partial amount, as there is no guarantee they can resell the room after the cancellation deadline or on the day of arrival.
  

  For further context, our hotel rooms come from various partners, including Expedia, Priceline, Booking, Hotels.com, and wholesalers, allowing us to offer you the best rates and exclusive deals.
  In this particular case, the travel supplier has also emphasized that no refund was authorized by the accommodation.

  As a last attempt to resolve this matter, we have re-opened the case, and our Support team is actively working to obtain a valid document that confirms both the cancellation and the waiver of cancellation fees from the property.
  They will reach out to you as soon as possible with any updates.

  Thank you for your understanding.

   

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20311441
  
  I am rejecting this response because I have contacted *********** and **************** and both have reiterated to me that as a no-show, the room was made available the next day to be purchased again. They have also reiterated to me that on their accounts (confirmed by their accounting team) the balance of the stay is $0, they have not invoiced or received or requested any funding for this stay and do not expect any. The total of CAD$990.91 is solely in the pockets of Supertravel and only Supertravel. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super *****. Pre-paid for a hotel room. They then changed the hotel room to one much further away. ************* charged me again. Spent an hour waiting on the phone to request a refund and was told to email the new receipt. No response to the email. Super scam. Super sketchy. Super sucky.

  

  Business Response

  Date: 07/20/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8961480.
  
  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.

  Regards,

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20307233
  
  I am rejecting this response because: I was double charged and I reached out to the business weeks ago. They say that this is going to their Urgent Response team. I think an Urgent Response team that takes weeks and weeks to respond is a super joke.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/03/2023

  Hi ******,
  
  Thank you for reaching out to us again about your reservation B_8961480.
  
  We are sincerely sorry for the delay. However, please note that some cases can take longer than usual to resolve. As explained earlier, 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.
  
  You will hear from our *********** team shortly on the update.
  
  Regards,

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20307233
  
  I am rejecting this response because:

  I pre-paid for a hotel room on April 1 for accommodation on July 5. Super emailed me to change the hotel room. When I got to the hotel on July 5 I had to pay again. I contacted them on July 6 (waiting 45 mins on the phone), and was instructed to email and post-mail the receipt. It's been over a month and I have not been refunded for the original hotel - Urgent Response indeed - my goodness, super bad business. I will accept the reply when they fully refund me for the hotel that I paid for and they canceled and did not refund me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 1st, 2023, I booked a queen smoking room at Super 8 in *********, ** through Super Travel. The cost was $166 for 2 nights. When I got to the hotel, the room that Super actually put me in was a non-smoking handicap room. I asked the front desk if they could correct it. They said they couldn't because it was through a 3rd party. I immediately began a chat with Super because they were the ones who would have to correct it. The person I was chatting with said someone would call me. I waited for 30 minutes but no one called. So I went ahead and paid the hotel for the correct room. They were thankful because they actually needed the handicap room. After paying for the room, I got back on the chat and told them what I had to do. Finally someone called. The lady who called said she tried to call 3 times but no one answered. Which was a lie because my phone never rang. She then told me that she would send it to her team and escalate it. She told me that it would take 72 hours for them to issue the refund then 5-7 days to get my refund. She asked me to send her an email of the 2 receipts. I emailed them and then waited. Almost 2 weeks went by with no response. I emailed her back with no response. I waited a little longer. No response. I got back on their chat site and complained about the length of time. The person I was chatting with said she would "escalate" and that the team was still working on it. I waited. On July 7th, I started yet another chat. The lady said they were still working on it. I asked for someone to call me. She said someone would call. It's now the 10th of July, well over a month and no one has called and still no refund. The hotel said that they always have problems with Super travel. This company is obviously a scam.

  

  Business Response

  Date: 07/19/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9711470.
  
  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.

  Regards,

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20299876
  
  I am rejecting this response because: I have been told 4 times now that it has been escalated. Nothing ever happens. We're close to 2 months with no refund. I've been told several times that someone will call me but no one ever does. This is rediculous. Just issue the $166 refund. Stop with the runaround!
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/25/2023

  Unfortunately, when our Support team reached out to the accommodation, they declined your request for a refund.
  We are truly sorry that we were unable to get them to accept making an exception this time. 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.

  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  Regrettably, as we had mentioned before we do not have the power to override their decision.

   

   

   

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20299876
  
  I am rejecting this response because:
  It's awfully coincidental that you finally reject my refund right after I filed the complaint with the BBB. The "accommodation" that you say rejected my refund are good people. I know them. They said they always have issues with YOUR company (super travel). They can't touch the reservations that your company provides. They said it has to be done by you. So don't lie about the "accommodation". This is all on you. You strung me along for 2 months saying I'll get a refund until I filed the complaint. If you were a reputable company, you wouldn't have so many complaints. It is my goal now to spread the word as far as I can about how horrible your company is in the hopes that your business shuts down and goes bankrupt because of how you lie and scam people out of money.
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On about 04/21/2023 or so, I came to visit ****** and needed a room to stay for the night. At about 12:15 AM , i purchased a room through super.com , but when i went to the hotel and tried to use my room , they said the reservation was not valid and super.com booked it for the next day (04/22/2023) as it was after 12 AM i suppose. I contacted Super.com and let them know about this misunderstanding. I explained i needed a room to sleep in for that night and that i wont be there the next day to use the room. They refused to work with me, after going back and fourth they agreed to refund me if the hotel agreed to cancel the room. I contacted the hotel and the hotel proceeded with cancelling the reservation on their side. However, Super.com never issued my refund. I have spent $137 for a room i never used and was cancelled per their instructions but they never followed through with their promise.My booking number is B_9181809. I have tried disputing the charge with my bank but *********** fought the chargeback and took my money back. For a service they never provided.Attached are pictures you may need in making your decision.

  

  Business Response

  Date: 07/19/2023

  Hi ****,

  Hi,
   
  Thank you for reaching out to us about your reservation B_9181809.
  
  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: 07/19/2023

   
  Complaint: 20297726
  
  I am rejecting this response because:

  this business promised me a refund then never provided the refund for months. I was then forced to initiate a chargeback with my bank. However, this business fought the chargeback by showing them my reservation, which i never used and which the hotel cancelled. But that was enough for my bank to deny the chargeback and give them my money back. This is fraud. I want my money back immediately because your representative directed me to cancel the room via the hotel and i did. You promised a refund and never gave me it. This is theft. 
  
  Sincerely,
  
  ************************* *****

  

  Business Response

  Date: 07/25/2023

  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.
  
  Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  If the hotel representative promised you a refund, you must ensure to get written approval to submit vi the chargeback dispute.

  As informed before, all communicating regarding this case must be via mediation by your bank.

  We apologize for the inconvenience.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20297726
  
  I am rejecting this response because this has nothing to do with my complaint. You promised a refund if it was cancelled by the hotel and you didn't deliver on your promise. you scammed me. And you fought my bank when they tried to get my money back too. Scammers is what you are.
  
  Sincerely,
  
  ************************* *****

• Initial Complaint

  Date:07/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super Travel Cancellation Complaint date of transaction: 06/27/2023 amount of money: $375 business: Hotel - Holiday Inn Ballston Alexandria IHG Nature of Dispute: I canceled per reservation date deadline, cancellation was never processed electronically. I have contacted super travel multiple times for a resolution. A supervisor refuses to contact me as I have requested. They only email with a standard notification that validates what i completed already but because they refuse to speak to me they are not validating that i have completed the tasks and i have spoken to the hotel who have informed me that super travel is the only business that can update/cancel my reservation because they are a third party organization. B_10064446 at **********************************************. Per the supervisor: My name is *****, the supervisor reviewing your case and Id like to thank you, for bringing this to our attention. Feedback like yours is very important for our business. I understand that you wanted to cancel your reservation. I am sorry for the inconvenience, I've reviewed the policy on this booking, and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page.Per my reservation Page: Refundable - This booking is fully refundable until Jul 04, 2023. To cancel your booking, click here

  

  Business Response

  Date: 07/18/2023

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_10064446.
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, we did not receive any cancellation request electronically from your end and the refundable period is already over, 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.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,

• Initial Complaint

  Date:07/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ************************* I booked 4 stars from Super.com a 6 nights in ****** through Kayak app. for our anniversary. After traveling for 24 hours the hotel couldn't allocate the booking and after 3 hours talking to Super.com customer service and spending more than $150 of roaming calls they told me to go to another zero stars hotel or take your money back and when I requested to talk to a supervisor she told me he will call me after 3 hours and when I told her to transfer me to the survey she hanged up on me. Someone need to stop this false advertising and scam please. I spent more than $3000 and traveled across the planet to spend 6 nights for our anniversary and now i am staying in a hotel with 5 feet reception having washing machine next to the check in desk. This is not fair.My *********** confirmation number is B_******** My cell phone number is ************

  

  Business Response

  Date: 07/17/2023

  Hi *****,
   
  Thank you for reaching out to us about your reservation B_10189305.
  
  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:07/07/2023

  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.

  Booked a flight on Kayak.com through Snaptravel. Got confirmation on the flight. The next day got call and email stating they can't book the flight for the price. So they sent refund notice. That said should take a few business days. That was on 16 Jun 23. So checked with them on the 28th since hadn't received the refund yet. Contacted Kayak.com then they said would look into it. Still haven't gotten anything. Now will have to pay interest on the purchase. Since thought would have it by then and had to rebook flight for higher price. If they couldn't book a fight for the price advertised then it shouldn't have been listed. They are quick to take payment but getting a refund is another story. Trying to call their customer service line is another issue. Spent 2 hours on hold and still didn't get an answer.

  

  Business Response

  Date: 07/14/2023

  Hi *****,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations. Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you to the support you need as best we can. For support, you can contact the airline of travel through their customer service lines.  For cancellation or change requests, you can contact the airline or we suggest reaching out to your bank to request for assistance for a card refund/reimbursement due to Bookingvaults inaccessibility.  

  Regards,

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20286051
  
  I am rejecting this response because:
  

  The flight was through SnapTravel. Who is now SUPER. They used bookingvault.com. If they are using another company then that should be on them since they were the ones who the flight was purchased through. It should be their responsibility to notify customers of the problem. But they didnt do anything as the email to states from Kayak that they (SNAPTRAVEL) was working on the refund. But the next week ***** sends notice that SNAPTRAVEL booking agent had went out of business. If was told refund is being processed then it should have been done. Should be on SNAPTRAVEL and KAYAK. Seeing they where still hosting a fraudulent site on their search engine.

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

  

  Business Response

  Date: 07/23/2023

  Hi *****,

  Yes, you are correct, as part of our third party agreement, the Snaptravel logo is included on the booking page.  However, Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement. 

  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement, due to Bookingvaults inaccessibility.

  Regards,

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20286051
  
  I am rejecting this response because:

  I have done so. But I hope this would reflect on their rating with the BBB. As I dig into things it has been a problem for years and they still have the BBB. So why did they still use SnapTravel when they rebranded in 15Sept22. They claim to be accredited by the BBB? Which I find that hard to believe with all the complaints. They have. But if SnapTravel said they had the refund in queue. "On Jun 22, 2023, at 9:56 AM, Traveler Helpdesk <*********************> wrote:
  
  
  ? Hi ***************************,
  
  Thank you for reaching out to us.
  
  The refund is in the queue and we will send you the refund receipt once completed. We apologize for the inconvenience.
  
  Please note that it may take several banking days for the funds to post back to your account as the processing time depends on your bank. We remain available at your disposal.
  
  Warm Regards,
  *********************
  Traveler Helpdesk

   

  Shouldn't be up to the bank to refund it since they said it was being processed already.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:07/06/2023

  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.

  Good morning, I contacted super.con after an issue with my booking B_10086138. When arriving to the hotel, I had to pay a second time the room already prepaid on super.com ( and at a higher rate). I provided the invoice to the customer service of ********************** that told me that I should hear back from them within the next 72 hrs ( see enclosed) but that was not the case. I prepaid the room, I don't think this is normal that I have to pay it again, and when that super.com does not do anything about it. Can you help?Thank you ******

  

  Business Response

  Date: 07/14/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_10086138.
  
  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.

  Regards,

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20284398
  
  I am rejecting this response because: the urgent care team is supposed to do something since 16 days but they never got back to me. 

  What do we do now? I paid twice my hotel room

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

  

  Business Response

  Date: 07/23/2023

  Hi ******,
  
  Thank you for reaching out again.
  
  Our *********** Team is still working on your case and they will get back to you at the earliest. We really appreciate your patience.
  
  Regards,

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20284398
  
  I am rejecting this response because it has been almost a month now, as a reminder i paid twice for the hotel room, and gave the invoice to super.com as a proof but they are still not refunding to me and this is not normal .
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  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.

  Reservation Stays requested the receipt to issue me a refund on April 26. Email was sent below. They have been unresponsive ever since. I called and the customer service agent said it typically takes **** business days to refund and that they were "elevating" my issue. It's been months since then. Reservation Stays <**********************************>Wed, Apr 26, 7:22?AM to me Hi ******,This is ****** from Reservation Stays. I'm writing to you in regard to your booking B_7199617 at ********************************************************* for check in on 03 Oct 2022. The hotel informed us that they charged your card for this booking. Can you please provide us with the hotel invoice for this reservation, so we to process a full refund? We are looking forward to your response. Thank you.******************** Reservation Stays Email: ********************************** Tel: ****************

  

  Business Response

  Date: 08/29/2023

  Hi ********,
  
  Thank you for reaching out to us about your reservation B_7199617.
  
  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 is being handled by 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.

  Regards