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:11/28/2022

  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.

  I booked a hotel then later canceled which they only offer a credit on file. Ever since Ive been trying to book a hotel in different states but none of the hotels work. It will not let me use the credit on file. This company is a total scam and I need a refund

  

  Business Response

  Date: 12/07/2022

  Hi ********,

  Thank you for reaching out to us with issues regarding your credits.

  We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that was the choice you had selected.

  In regards to promotional credits, please note that for some of them you might be able to use up to 10% of the cost of your reservation. But if you were rather using credits after a cancellation of a previous reservation in which you chose to receive the amount in credits, that amount is uncapped and you can use all the amount of your balance. Each promotion has different eligibility requirements and different expiration.

  We hope we were able to clarify.

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18469058
  
  I am rejecting this response because: Your credits do not work on any hotels on your website. Ive tried a many different hotels just to see if Im able to use it however I cannot which tells me your website is a scam. Nowhere in your policy states that your credit will not be eligible on ALL hotels. I already disputed with my credit card company. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/12/2022

  Hi Ms. ****************** apologize for the inconvenience. 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.

  Please note that you may try to book a hotel again using your credits, it appears there was an issue prior but our team was able to fix the concern. We appreciate your patience and understanding all throughout.

  Best,

  Customer Answer

  Date: 12/21/2022

   
  Complaint: 18469058
  
  I am rejecting this response because:

  I got an email response you will be issuing a refund, please are attachments. I opened a dispute with my bank already prior to the email so please respond you will be issuing a refund to close the claim  

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

• 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:11/19/2022

  Type:Service or Repair 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.

  This is for a hotel booking I made in June for an August stay. The reservation was completed, Snaptravel never finalized a reservation with the hotel, never provided them my details and never paid the hotel. Booking is : Confirmation Number: B_6157979 Short details I made a reservation in June on Snaptravel.com and paid them directly for an August stay at The ************* in ******* We arrived to the hotel and they did not have anything from Snaptravel (reservation or any payment)We spent 3 hours in the lobby on the phone with Snap and the hotel. Hotel said they would work it out with Snap and took my confirmation Due to the extreme challenges hotel waived fee Hotel was NEVER paid and NEVER recieved a reservation from Snaptravel Snaptravel has held onto the money, refuses to refund me or pay hotel I have multiple emails from the hotel confirming this as well as advising then wishing me luck getting a refund from Snap who effectively stole money.

  

  Business Response

  Date: 11/29/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6157979.
  
  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 this reservation was cancelled the day it was booked and a full refund was processed back to your account.
  
  Thanks for your patience!
  
  Regards, 
  
  
  

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18440206
  
  I am rejecting this response because:

   

  Thank you, that is correct that that was cancelled and refunded. However the rebooking, Reservation B_6167987 was booked to replace it, the hotel never received the rebooking. This was the issue. I paid Snaptravel to book this, Snaptravel did not book it, did not pay hotel.  

   

  Maybe this was the confusion with Snaptravel? As the hotel indicated there was no booking and no charge, would you please process this refund (as you did not confirm this or pay hotel) as the hotel has suggested. 

   

  Booking Successful!
  Confirmation Number:
  B_6167987
  Live life on your terms! Get started with SuperCash
  SuperCash Perks:
  check
  No credit check or income requirements
  check
  SuperCash Platinum Mastercard
  check
  No membership fee & no hidden fees
  check
  10% cashback* on all hotel bookings on SuperTravel
  check
  5% cashback on products from 500+ major brands like Apple & ***** sold through SuperShop
  check
  2% cashback on everyday purchases wherever Mastercard is accepted (online and in-store)
  GET STARTED
  *Terms Apply
  
  
  *********************
  Hotel Stars:
  starstarstar
  hotel
  Book Again
  share
  Share Hotel
  
  Room Only
  Room:
  Classic Room
  Phone:
  **************
  Address:
  33 ************, *******
  
  
  Check-In:
  Aug
  13
  3PM
  on Sat.
  Check-Out:
  Aug
  15
  11AM
  on Mon.
  2 Nights, 2 Guests
  Primary Guest:
  *****************
  Review the terms and conditions of this booking.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Cancellation Policy:
  Learn more
  Refundable until Aug 09, 2022

   

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

  

  Business Response

  Date: 12/06/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_6167987.
  
  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: 12/07/2022

  Better Business Bureau:
  
  They offered a full refund in reference to complaint ID ********, with that, all is well. 
  
  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:11/15/2022

  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.

  I made a reservation through Snap travel which is in ******, Better Business Bureau told me that they are an affiliate company owned by supertravel located in *************. There were two hotels, in ******** **. for $70 each. Both had the amenities I needed, such as Internet, phone, TV, etc.. When I checked in, I could not get onto the Internet. I went and asked the person in the office if I doing something wrong? She said no, but I still could not get on the Internet either! 3 to 4 times we went around and around. I asked if there was somebody who could help me, she said no the person had gone home. I asked if I could speak to the manager, she said they are not in, I asked if she could call them, she said no. I asked if I could get my money back because I needed to go to a hotel with Internet. She said no, you rented through Snap travel and they have your money. I ended up having to go and rent a room at the other hotel that I couldve rented in the morning for $70. it ended up costing me five hours of my time and $111 for the same room I couldve rented earlier for $70. The hotels name was Palms ************* I filed with my credit card company for a reimbursement and explain to them the situation. I never laid on the bed, I never used any towels or water, and they did not have to pick up anything or clean the room. The lady who took my information in the office, would not try to come up to help, nor let anybody in the office, even though it was the middle of the day, with only speak through the plastic or glass with the little opening. The bottom line is both companies have refused to reimburse my money, for a room that did not or could not supply the amenities or facilities, guaranteed by advertising them in their agreement. This is now turning out to be a real problem, because my credit card company said I needed to file a disagreement with the Better Business Bureau. And then well see where it goes from there. I forgot to mention their phone was broken also

  Customer Answer

  Date: 11/22/2022

  Please see the attached.

  I hope most of this will be self explanatory as to all the people I tried to contact and did from Snap travel to *************.

  My vision is still not all that great, so If you need to clarify, any of it, please call me!

  Thanks again for making this a little easier on me by sending this text. Sometimes I just get a little lost in all the technology..

  

  Business Response

  Date: 11/29/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7148472.
  
  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: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:11/07/2022

  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.

  On October 23rd 2022 I used SuperTravel site to book a reservation at the ******************************** in ********* in *************** checking in on October 28th 2022 and checking out on October 30th 2022.For that booking I paid in advance a final price of USD ******. My confirmation number with SuperTravel was B_7476206.According to SuperTravel's terms and conditions all fees where included in the final price. My SuperTravel invoice clearly states: "Room cost paid in advance. There will be NO additional charges or fees for the room. Only incidentals, resort fees, and ancillary items (eg, room service), will be collected directly by the hotel."Once in the hotel, on October 28th 2022 I was charged a so called "city fee" in order to check-in of EUR ***** that according to all information described above I was not supposes to pay.Since then, I contacted by chat SuperTravel on October 30th and November 1st and by email on November 1st, November 2nd and November 5th providing all the information and asking for a EUR ***** refund. In their only response they refused to address my issue and they have not answered the last 3 communications.

  

  Business Response

  Date: 11/16/2022

  Hi,

  Thank you for reaching out to us and were sorry to hear that the hotels additional charges were not listed on our site.

  Could you please provide our support team with a copy of the hotels invoice indicating that you had to pay for additional charges upon arrival at the hotel? We require this documentation in order to move further with this case.Someone from support will reach out to you for the same at the earliest.

  Apologies for the inconvenience and we appreciate your patience.

  Regards,

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:

  The business is asking for the hotel invoice, which was already attached in my original message. That shows that they have not even taken the time or interest to review the case before answering.

  In any case, on the same day of their message through BBB, they finally answered my emails and issued the refund to my credit card. I don't believe that's a coincidence.

  
  So I'd like to close the  complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• 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:11/02/2022

  Type:Sales and Advertising 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 an online hotel reservation with Snap Travel. The advertised price was $310 when purchased. I never saw another price until after my trip, I had to go through a process of texts and emails to finally get a receipt with a total price. They added on about $76 in additional charges never described before purchase. There was an exorbitant amount assigned to tax, like $69, then $7 for a tip. I was never able to access an actual receipt with the total till after I returned from my trip. Their texts say you can click for a receipt but there's no price. When I did finally see a receipt, even then they had tried to block the prices with a cute FEEDBACK button. They are deceptive and abuse the internet with their poor business practices. I am asking for the additional $76 back.

  

  Business Response

  Date: 11/09/2022

  Hi *******,

  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.

  Please note that we do not have the ability to modify any reservations or change your research or the prices. All the prices and fees to be paid are listed accordingly and are shown prior, during and after the booking has been made. It is the guest's responsibility to make sure everything is reviewed accordingly before moving to the payment page and then finalizing the purchase.

  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.
  
  

  https://www.livesuper.com/legal#supertravel-1

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

  We hope we were able to clarify. Thank you.

   

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18350286
  
  I am rejecting this response because:

  The company never provided cost figures in their receipts after purchase. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We understand your concern and appreciate your feedback. 

  We would like to point out that the total and the breakdown of nightly costs along with taxes and other fees or add ons paid to SuperTravel has been disclosed in the prebooking, booking and post booking process. This process is made sure to layout all the information needed by the customer before proceeding with the purchase/reservation. We provide all these information to be transparent, please do not that the booking process was made by yourself directly without intervention from our team. It is the customer's responsibility to review the data being provided prior to proceeding with the reservation. 

  We would also bring to your attention that the booking invoice was made available to you on the confirmation page. We also attached a copy for your reference.

   

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

   

  Best,
  Corporate