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:07/04/2023

  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 a hotel room with them and when I showed up to the hotel, it had been closed, boarded and fenced off for years. I immediately called and was told that someone would reach out to me. That was July 2, 2023. It has been well over 48 hours and I havent heard anything but, it is being worked on.

  

  Business Response

  Date: 07/13/2023

  Hi,
   
  Thank you for reaching out to us about your reservation B_10127647.
  
  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: 07/14/2023

   
  Complaint: 20273997
  
  I am rejecting this response because: I have asked since the day of the non existent hotel the my payment be refunded. i made the action to dispute said chargeback just to cover myself. you can still just transfer the funds back into my account. also, i don't think a comped night at a hotel on top of the refund would hurt. please just refund my account before august 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/23/2023

  Hi,
   
  Thank you for reaching out to us about your reservation B_10127647.
  

  As explained earlier, once you initiate a chargeback process our team is not able to work on the case any further. Our dedicated Chargeback team will work with 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:07/03/2023

  Type:Sales and Advertising 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.

  Misleading hotel reservation post, advertised free cancellation, had an issue with needing to pay with a different credit card and was told I could get no money back or cancel or change payments

  

  Business Response

  Date: 08/29/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_10130480.
  
  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.

  Regards,

  
  

  Customer Answer

  Date: 08/30/2023

  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:07/02/2023

  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 June 4th, 2023 I made a booking through safe travel for one night in the ************* in **********, ** through Safe travel for the date of June 4-5, 2023, upon arrival to the hotel I was told there werent any rooms available, I then had to proceed to get another room and spend more aside from what was already paid through Safe travel, I called the next day to see if I could get an reimbursement being that I was never able to check in to the hotel I booked with safe travel, I was asked to send an invoice of the hotel I booked after not being able to check in and I was told Id get a refund, its been weeks and Ive called plenty of times and all Im told is that its still under review and that they are sorry, the confirmation number to my booking is B_9734359. Attached to this is a screenshot of where I sent them the invoice of the hotel I checked into afterwards.

  

  Business Response

  Date: 07/07/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9734359 at the **************************************.
  
  We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.
  
  For context, our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals. This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  Our Corporate team is reviewing your case and will follow up with you as soon as possible.

• Initial Complaint

  Date:07/02/2023

  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.

  I used Kayak website to find a good deal on a hotel in ******** ******** for June 30 ******************************************************************************************************************************************************* a verification booking code . i called the actual Quality inn in ******** ******** to verify my reservation and the front desk worker said my card had declined for that booking reservation and to get a hold of the booking company to fix the issue so i did and super travel just gave me the run around and no refund i have a screen shot of the actual booking verification code they sent me and the ****** they withdrew from my account they are scammers and i did some research i am not the only one other people have gotten scammed the same way

  

  Business Response

  Date: 07/07/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_10103129 at the Quality Inn Trinidad.
  
  We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow.
  

  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.
  

  For more information about SuperTravel, please visit our website! super.com/press

  For context, our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals.This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  Our Corporate team is reviewing your case and will follow up with you as soon as possible.
  

  Customer Answer

  Date: 07/07/2023

  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:07/01/2023

  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.

  Purchased a hotel stay at postcard inn from July 1, 2023 - July 4, 2023 on 06/16/2023 confirmation #B_9897532. Received email confirmation of purchase on 06/16/2023. Also received text confirmation on 06/30/2023. Upon check in at the hotel they were unable to locate the reservation. Called super travel and they started there was an overbooking at the hotel so they were not able to accommodate us. Requested them to contact the hotel to resolve the booking discrepancy or come up with a resolution. Was told there was no manager or no one who can resolve our issue and it had to be escalated and we would receive a call back within 20 minutes. Over 40 minutes passed and no call back so we called again. The same response was given they are not able to help it has to be escalated there is no option to transfer us no option to speak to a manager no options for any resolution. We were told again they would escalate and we would hear back within 20 minutes. Another hour passed and still had not heard anything so we called back and they gave the same response that there was nothing they could do and they guaranteed us that someone would call back within 20 minutes. Another hour passed and we called back again and they still did not have anyone contact us we explained to the person that at this rate we had been waiting over 3 hours for a resolution and we just wanted our money back and they said because we were staying at the hotel they could not give us our money back but were not staying they just stole our money and provided no services. The person guaranteed that as soon as we hung up the manager would call us back to relive and now it has been over 2 hours and no one still has called us back. The company lies about everything. Takes your money and does not follow through with any services and they will not resolve or refund.

  

  Business Response

  Date: 07/07/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation .B_9897532 at the *************************.
  

  We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. 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.
  
  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.
  
  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 apologize for the inconvenience.

• Initial Complaint

  Date:07/01/2023

  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 June 7, 2023, accepted Snaptravel, a subsidiary of Supertravel, offer to purchase airfare. I filled in forms, gave my credit card information ( which was charged immediately). The next day they notified me that the fare was "unavailable" but that they had other fares at higher price. I declined and insisted on a credit for the $5,027.08 amount they had charged me. Received a reply from their "help" desk that a refund would be issued. After 3 weeks, no refund. Their "help desk" does not exist anymore and they changed their name to Supertravel. I want my money back. I want BBB to accurately portray Supertravel for what it is: scammers who are working the old "bait & switch" game, who take people's money on a scam and keep it (that's called stealing).

  

  Business Response

  Date: 07/07/2023

  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 on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement. due to Bookingvaults inaccessibility.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Corporate

  Customer Answer

  Date: 07/08/2023

   
  Complaint: 20264528
  
  I am rejecting this response because: what the business says is not true and they know it is not true.  Bookingvault is simply an accounting adjunct of Super and its subsidiaries of which Snaptravel was one.  When Snaptravel shut down it referred potential customers to the Supertravel site.  Note the response I received, attached, from my booking with Snaptravel came from Bookingvault, not Snaptravel. They charged my card instantly upon my booking attempt, but when they tried to switch me to a higher fare the NEXT DAY, and I refused, they issued the attached promise to refund my money.  Never happened.  If they can charge instantly, they can refund instantly.  But they don't.  

  This is all an elaborate scam.  If the bait and switch doesn't work, they shut down and keep whatever monies they have scammed.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 07/23/2023

  Hi ****,

  Please note 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: 07/24/2023

   
  Complaint: 20264528
  
  I am rejecting this response because:  I repeat my original complaint:  I am rejecting this response because: what the business says is not true and they know it is not true.  Bookingvault is simply an accounting adjunct of Super and its subsidiaries of which Snaptravel was one.  When Snaptravel shut down it referred potential customers to the Supertravel site.  Note the response I received, attached, from my booking with Snaptravel came from Bookingvault, not Snaptravel. They charged my card instantly upon my booking attempt, but when they tried to switch me to a higher fare the NEXT DAY, and I refused, they issued the attached promise to refund my money.  Never happened.  If they can charge instantly, they can refund instantly.  But they don't.  
  This is all an elaborate scam.  If the bait and switch doesn't work, they shut down and keep whatever monies they have scammed.  

  We can go back & forth all day - Supertravel is a scam company which tries to outmaneuver its unwitting customers by blaming a defunct unit of their own company.  And, "oh, there's just nothing we can do".  Until they scam the next cutomer. I have already provided the email tying them together.  Time for BBB to act. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/01/2023

  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.

  Super.com appears to misrepresent the location of hotels through their mobile platform by including properties in locations in unrelated to search results and obfuscating the address of said properties to solicit inadvertent bookings in hotels that are unrelated to the customers original destination. As a result, it appears super.com uses this confusing and seemingly deceitful method to promote erroneous bookings that are then non-refundable and fails to clearly disclose information about a property until after confirmation. As a result, super.com then declines to take any corrective action despite admitting they have the ability to do so thus suggesting this is a common practice with this company.

  

  Business Response

  Date: 07/07/2023

  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.
  For more information about SuperTravel, please visit our website! super.com/press
  
  We kindly ask you to provide documentation to support your claims.

  Regards,

  Corporate

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20264345
  
  I am rejecting this response because the business fails to address the original complaint.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/23/2023

  Hi ****,

  Thank you so much for reaching out again.

  Please provide us with some specific examples or screenshots where you see unrelated search results so that we can take a look. Your feedback is valuable to us.

  Regards,

• Initial Complaint

  Date:07/01/2023

  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.

  Previous Complaint #******** Was reg supertravel.com but changed name to Super.com. Still No response from emails, phone calls. Worst **************** in my life. I want a full refund from them.Are you able to find my previous claim and review attachments from that?

  

  Business Response

  Date: 07/07/2023

  
  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:
  Summary of your request:

  
  Hope to hear from you.
  
  Regards,
  Corporate

  Customer Answer

  Date: 07/07/2023

  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. I hope you review my chat history on your site. I have attached my hotel reservation and also a copy of the email from your staff. I would also like you to check your phone records because  Kath/SuperTravel Supervisor did call me twice but it rang once and hung up. This is a way for her to document that she tried to call me but she only let it ring once and hung up
  
  Sincerely,
  
  *************************

  
  On 5/19/23 I booked a hotel reservation for myself only through supertravel.com at ************************************************************* in ********* ****. Check in 5/20/23 and check out 5/21/23.
  Total billed $99.96  Confirmation # B_9515193
  ***************************
  Upon entrance of Baymont, the carpet and lobby smelled like urine and I saw construction/drywall debris was all around the elevator and down the hall. At check in, staff said the pool was out of order. Waiting to complete check in and discouraged, I looked up other hotels in area and were all booked
  My room was on the 4th floor and I dropped stuff off. Went to the 2nd floor for ice. No signage but walked through drywall debris, broken trim, and lose screws on carpet 
  On May 22nd 2023 I sent my first of several Messages to Supertravel explaining my situation. I was getting generic answers and reps who were reluctant to help me and I was told to fill out a refund form although there was no form to be found. I called Supertravel at  *************. Received a recording that I was number 52 in line to speak to someone so I pressed an option for a call back and was told to expect a call within 4 hours. Well when they finally did call back I was in bed.
   I contacted them again, again, and again, via chat with them refusing to help me telling me there is nothing they can do unless the hotel provides me documentation that I would have to send back to them  that they would authorize a refund. I called the Coorporate ******* who couldnt help me but to contact the hotel I stayed. So I called there and the manager offered a discounted rate. She said shes never had a customer contact her regarding a 3rd party booking and would not be able to send me an email authorizing them to refund me and have Supertravel should call them.I sent supertravel a message asking for assistance from a supertravel manager, and her email said I needed to provide proof from the hotel of the discount

• Initial Complaint

  Date:07/01/2023

  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 room using super.com and when I went to check in they told me the card that was sent to them had been declined so I was unable to check in after calling the help line twice. I am sitting in the parking lot of said hotel with 2 kids in the car for 2 hours still unable to check in and no return phone call when promised it would be done in 20 minutes.

  

  Business Response

  Date: 07/07/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_10108162  at the .********************************************* .

  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  It is noted that the issue had been resolved and you're able to check-in.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  Corporate

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20262658
  
  I am rejecting this response because:although we were able to check in to the hotel it wasn't until the day of check out and this left myself my wife and our two younger kids to sleep in the car until they could resolve the issue that happened in their end and the still charged us full price 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/23/2023

  Hi ****,

  Thank you for reaching out to us again.

  We can assure you that we are a legitimate company. Our hotel rooms are sourced from different partners.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, incidents that might occur in the travel industry, that as a third-party we cannot control.
  

  Your experiences mean a lot to us, so as a token of appreciation and to help remedy this situation, as a one-time gesture we would like to offer you a compensation of 20%.

  Regards,
  

• Initial Complaint

  Date:06/30/2023

  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 through Super and paid a high rate for a room that had two king ***** Along with two ****, we were to receive more wrist bands per having a room with two **** (for amenities, the hotel has a water park). When we arrived at the hotel, they told us that they have no such room type that has two king **** and the request from Super was a one king *** room when we made a booking that clearly stated two king ***** So we paid a higher rate and only received two wrist bands instead of six. We had to pay $50 extra for each additional wrist band to the hotel, and half my family needed to go home since there was only one ***. We reserved and paid for a room with two **** and six wrist bands. I attempted multiple times to connect with Super Travel and have received nothing but a run around. They asked for explanation from the hotel (that hotel doesnt even have this type of room) and provided all requested documentation and they refused to help or refund us. This trip was already out of our budget and we were wholly scammed by Super Travel. Worse, the hotel said this has happened multiple times. Super Travel is deceptive in that they dont reveal they are actually Expedia which was even more confusing for my family and the hotel. The hotel couldnt do anything to help us and Super Travel ghosted me after causing additional hardship to my family. This is completely unacceptable.

  

  Business Response

  Date: 07/07/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9577180 at the ************ ********.
  
  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.
  
  For more information about SuperTravel, please visit our website! super.com/press
  
  Our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc...  as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals. This is information is also available on the website and app.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 20% of your reservation, so you can use it for a future stay. It is already available to use.
  
  Regarding the number of wristbands the accommodation allocate, please note that this is completely at the ****************. Super only processes the payment for the room and its sales taxes. We would like to bring to your attention nonetheless, that most properties assign access to their amenities based on the number of guests not the bed configuration they purchase. Your reservation was made for 2 adults only. If you disagree, you must address it with the hotel directly.
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.