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:06/27/2023

  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.

  ********** reservations through super.com. The hotel was closed and they are not refunding my money as stated in an email from them. It has been a week and I have not received any further communication as to the status of my refund.

  

  Business Response

  Date: 07/03/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_9251105 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.
  Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.

   

• Initial Complaint

  Date:06/27/2023

  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.

  Res: ******** No refund. Not picking up the phone. No email.No refund, not answering phone, email not working??? I booked through them and they booked through bookingvault. They increased my initial ticket price and I asked to cancel and refund the money. They say in the email that they dont charge or book tickets if there is changes in the price which they did and charged my card. Now they tell me to contact bookingvault which they dont pick up the phone and their email is not working. I tell super.com and they dont care, they say its not our problem and the booking is through them. They give me fake contact info that doesnt work. Its business class tickets and its a lot of money. Now, no one answers the phone, the email is not working I belive i got scammed. Please anyone with information how to reach them or do something.

  

  Business Response

  Date: 07/03/2023

  Hello,
  

  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.
  
  
  Regards,
  Corporate

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20242006
  
  I am rejecting this response because: I never booked a ticket through bookingvault.com. I have booked through SnapTravel which now has a new name:Super.com. They are the same company. BookingVault is also their subsidary which in this case they are using to scam people as if now has ceased operations. Snaptravel aka super.com is responsible for this because I have booked through them, I have received confirmation emails with their logo and I have sent the proof to you. I have read also in other places that they have scammed a lot of people the same way. Even if they ceased operations, they have my money which they should refund it back to me. It doesnt work like that, just take money from people and close the company. Im going after you
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/13/2023

  Hi there,

  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: 07/17/2023

   
  Complaint: 20242006
  
  I am rejecting this response because:

  As soon as you have an agreement as a third party with them, why dont you contact them and send me the refund. I have booked through you and not through them, so of course request my rights to you. Also, one of your agents on the phone after trying to reach you for the whole day, informed me that bookingvault is also your company and you are the owners. So its you who owes me the money. 
  Need my money back asap 

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

• Initial Complaint

  Date:06/26/2023

  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 May 24, I purchased a LH ticked through SmapTravel for $1,872.27. My AmEx was charged. On May 27, I was notified that the ticket could not be issued and they would send the full refund within the next few days. Since I hadn't received anything, I left several voicemails in early June, but nobody returned my phone. On June 15, **** Travel replied to my email and told me a refund would be issued within 5 to 10 days. Again nothing has happened. It has been over a month since my AmEx was charged for the ticket this travel agency couldn't issue and had to cancel, and I still haven't received the full refund.

  

  Business Response

  Date: 07/03/2023

  Hello *****,
  
  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Please note that your reservation is still valid and you can continue to travel as scheduled.  However, because your booking was with Bookingvault and not Super, Super has limited access to service your reservation.  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.  
  

  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding.
  
  Regards,
  Corporate

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20239344
  
  I am rejecting this response because: My complain is about a refund they promised to pay back but failed to do so. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/19/2023

  Hello *****,
  
  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.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding.
  
  Regards,

• Initial Complaint

  Date:06/26/2023

  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.

  SuperTravel is a scam travel site that appears on ****** and ****** Maps when looking for available hotels. I booked a night stay through them on 6/26/23 at ********************************** for $20.48 (check-in July 1st, check-out July 2nd). However, after contacting the hotel staff they said the reservation never went through AND that the site is a scam website they have dealt with before.They appear to lure customers by advertising extremely discounted rooms then either not contacting hotels or booking hotels in foreign countries at the specified discount rate. I received an email confirmation for a booking at ****************** in *******, *****, which is not where I intended to stay. I called their customer support number to cancel the reservation, but it just referred me back to their website where they say they do not offer any refunds. I'd like a refund, but even if not I'd LOVE if this business got shut down for their shady business practices and scams.They were previously known as SnapTravel but it looks like they got such bad publicity they had to rebrand as SuperTravel. Seems like they're still as bad as ever.

  

  Business Response

  Date: 07/03/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_10044380 at the **********************************
  
  We are sorry to hear that you had a negative experience with SuperTravel. We are a legitimate company and the rebrand is not related to a scam as you claim. As you can verify yourself, there are plenty of articles from reputable publications testifying our legitimacy and multiple positive reviews as well.

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

  
  We are sorry to hear that the hotel staff incorrectly told you we are a scam site. We do not lure or mislead our customers. We source our hotel rooms from a variety of partners, including Expedia, Priceline, Booking, Hotels.com, etc., as well as wholesalers, to get you the best rates. What makes us special is our access to exclusive deals.

  
  We are truly sorry that this 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. However, we have procedures in place to reduce that negative impact as much as possible.

  
  We are currently investigating what happened with this specific travel partner. Our Support team will follow up with you as soon as possible.
  

  
  

• Initial Complaint

  Date:06/26/2023

  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.

  Worst experience EVER. Booked my hotel stay through Reservation Stays for a hotel in the Dallas ***** Got to the hotel and checked in stayed at the hotel approximately 6 hours and was unable to complete my stay there due to a plumbing issue. We were unable to use the bathroom in the room it was NOT WORKING. Spoke to the hotel manager and there were no other rooms available due to the hotel being completely full. I had to leave the hotel at 3am due to not being able to stay. The hotel manager did email me and state that we could receive a full refund due to it being a hotel issue. Since we booked through Reservation Stay they have TERRIBLE customer service reps and is refusing to give me a refund. I don't recommend booking through them EVER. Clearly based off others reviews as well it is not someone you want to do business with. Don't recommend.

  

  Business Response

  Date: 08/29/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  

  Regards,

• Initial Complaint

  Date:06/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SuperTravel scammed us. When we arrived at the hotel, the front desk person told us that our booking through SuperTravel (super.com) did not go through the system, and this problem has happened many times before with SuperTravel. The hotel said they've tried to unlist themselves from SuperTravel's website, but they refuse to do so. As such, we had to book a room again directly through the Chateau front desk. Now they refuse to refund the money even though we provided documented proof from the hotel front desk as they requested via email (see attachments). I've tried disputing the charge through my credit card ***************** they first refunded us, then rebilled us.

  

  Business Response

  Date: 06/30/2023

  Hi *******,

  Thank you for reaching out to us about your reservation B_9579206  at the *****************************.
  
  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.

  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:06/23/2023

  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 stay through this website. B_8977254 I paid almost $500 for this stay that showed pools and resturants as amenities. I went to make reservations and the hotel told me their pools and all of the resturants but one are closed for months. The hotel stated they cant cancel or refund my stay as i went through a 3rd party. I contacted this business asking for help to cancel and refund as the stay isnt what was advertised. The advised they will not cancel or refund as it isnt their problem and i need to deal with the hotel. I askef to speak to a manager for help and I was told ******* on the chat had the same access a manger has and i will not get a refund or cancel as that was part of my reservation. I feel if I was sold a hotel stay with out the amenities advertised we should be able to cancel and refund.

  

  Business Response

  Date: 06/30/2023

  Hi ****** ,

  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. Kindly provide the information to our team once you have been in touch with the property.

  Thank you.

  Customer Answer

  Date: 07/04/2023

   
  Complaint: 20227554
  
  I am rejecting this response because:

  I already recieved an email and refund from the company that cleared my accout today (7/3). So im happy they canceled and refunded but their response on that they wouldnt was contradicting to what i just recieved. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/13/2023

  Hi ******,

  Thank you for reaching out and updating us about the refund.

  We are glad that we were able to negotiate a free of charge refund from our partners and it all worked out.

  Regards,

• Initial Complaint

  Date:06/23/2023

  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.

  When I went to book online the super travel website shows that there is a pool at the location. Once I arrived there was no pool and nothing either the hotel or super travel could do. We talked to the hotel on their website they have taken down where is says there was a pool but said that super travel has refused to take the pictures off their website. Super travel says that's this is a quality issue and they has ****** policies against refunding for quality issues. This is a false advertising issue and something needs to be done about it. I drove over 2 hours away from home in thoughts that I would be going to a hotel with a pool all to arrive there and there be nothing and nothing that can be done about it.

  

  Business Response

  Date: 06/29/2023

  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:
  Summary of your case:
  
  Hope to hear from you.
  
  Regards,

• Initial Complaint

  Date:06/22/2023

  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 room using super.com as I have been a customer for months due to needing a place to stay. On 6/20/23 I booked a reservation like usual only to be sent back to home page. The money was taken off of my card along with a deposit that was unaware of that isn't addressed on their end. Room was ****** but they took ****** for a booking that didn't go through with no explanation. I also have 31 charges still on hold from 6/11/23 until 6/20/23 of **** adding to another ****. I have contacted super.com many times and keep getting told a prepared speech about needing to contact my bank to lift the hold my bank said it's them that needs to lift the hold. When I spoke to an agent on the phone he could not see the 31 charges of the **** by looking up the reservations. I have provided photos of each hold ,amount and date. Everytime I book a room through super.com they never took more than the amount of the room but recently they have been taking an extra 15 to 20 dollars randomly. Some days they don't take anything some days they do. Makes no sense. Should be they do or they don't but I always got that back the next day. It says on there confirmation pages that super does not charge anymore than the amount for the room and the agent is acting like if it's not on the receipt then it doesn't exist. No hold amounts are on any of my receipts. I want the money back and tired of the run around dealing with robo like answers. My bank keeps saying super.com must lift the hold and my funds will be back within 24 hours. When I speak to the agents they have no explanation as to what these charges are which doesn't make sense since it clearly states in the photos that it's from them. Someone's not doing something right and it is extremely frustrating especially when you depend on this money to have a place to sleep at night. I no longer trust this company with the hidden holds they can't even explain and shady agents that repeat a prepared speech like robots

  

  Business Response

  Date: 06/29/2023

  Hi ******,
  
  Thank you so much for reaching out with regards to your booking B_9941719 at *****************************.
  
  We are truly sorry to hear about your experience.
  
  Kindly be informed that we only see that your booking is only $100.97 for the booking and not $115. In addition, we see that you made several searches and attempts to book that did not go through.
  
  In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was no longer available, SuperTravel has not charged you and so your card processor will release the hold placed.
  
  The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy. 
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.
  

• Initial Complaint

  Date:06/21/2023

  Type:Order 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 reserved a hotel through this company. The hotel was awful, complete with drug deals, homeless people, and a police standoff. We have obviously checked out, now the company is making me jump through hoops to get a $350 refund. This property should not even be listed on any site, especially if potential customers have children as we do.

  

  Business Response

  Date: 06/29/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_9951503  at the *******************.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.  If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!   
  
  The only exception that would allow us to issue a refund or compensation would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.  
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.  We reiterate our apologies for any inconvenience and we appreciate your patience.  
  
  Best,
  Corporate