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:06/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of ************* Transaction: May19, 2023 Date of Cancellation Confirmation: June 1,2023 Amount Paid to super travel: $296.93 Hotel Booking in ***************.We did cancel the booking as it was not confirmed from ************* Side. We cancelled the booking before the due date (Jul06 2023). We are not refunded/credited the Amount paid to our Account.Guest Name: ******************************** Cancellation Number: B_9515206 Booking Details Cancellation Number: B_9515206 Address:**************************** **************************************************************** Room Type:King Or 2 Double Beds Room Only Check-In: Tue Jul 11, 2023 (4 PM)Check-Out: Thu Jul 13, 2023 (11 AM)No. of nights: 2

  

  Business Response

  Date: 06/28/2023

  Hi Deepa ,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation.

  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:06/20/2023

  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 for May 1st, check out on May 2nd with Confirmation number: B_9292631. The hotel placed me in a floor a few feet away from very loud construction renovations which woke me up at 7am. I informed the hotel I was woken up by all the loud noise and vibrations, and the hotel apologized and offered me a 50% refund, I accepted. After a few weeks I noticed no refund, I asked the hotel for help. They informed me I needed to contact supertravel to make the refund request. After contacting super travel and providing them an official letter from the hotel confirming the refund offer. Super travel informed me that to process a refund request, they will charge me $30. Basically supertravel wants to punish me and profit off me for the hotel offering me a refund due to loud construction noises that disturbed my sleep. I feel super travel is scamming me with made up policies to profit off my refund. The hotel promised me the refund, not for supertravel to pocket an extra $30! Unfair and super disrespectful.

  

  Business Response

  Date: 06/27/2023

  Hi *****,

  Firstly, we're sincerely sorry for the delay in getting back to you. We've been experiencing a high volume of bookings and subsequently, an increase in support queries so it takes us longer than usual to respond. We really appreciate your patience so far.
  
  Our Amendments team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thank you for your patience and understanding all throughout.

  Regards,

  Corporate

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20208553
  
  I am rejecting this response because: I have not been provided a refund yet. The hotels guest service manager named *****************************, is waiting to approve of the refund request from super travel. ************ wants to issue me 50% refund, but super travel hasn't sent the hotel the proper request to handle this situation. And im stuck in the middle. 

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

  

  Business Response

  Date: 07/05/2023

  Thank you for your patience.

   

  Your partial refund has been issued. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  
  Please see enclosed your refund receipt.

   

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

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 21 2023, I purchased an airline ticket for ****** USD (confirmation number ST521447) through Snaptravel. Shortly after confirmation email, I got an email stating: "Your order could not be completed. Please note that refunds may take several business days to post back to your account. We look forward to hearing from you next time you travel." However still today 6/19/23 I did not receive a refund. I just called the company and they stated that they are having "technical difficulties" with issuing refunds and that I should expect my refund within 6 weeks. I have requested that they put this in writing an send me an email. I do not trust that they will do any of this. Thanks.

  

  Business Response

  Date: 06/27/2023

  Hi ****,

  Thank you so much for reaching out.

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation. Please allow us to review the details of the issue, and we will get back to you via email.

  We apologize for the inconvenience and look forward to your continued patience. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20208209
  
  I am rejecting this response because:

  This is unacceptable. I have still not received my refund and this issue is not resolved. Super.com is a scam. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/03/2023

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

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

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20208209
  
  I am rejecting this response for the following reasons:
  I contacted Super and was informed that my refund would be delayed but would arrive within 6 weeks due to an unresolved issue with the refund process. However, I have not received any refund to date. In response, I initiated a chargeback process and I am still awaiting my refund. If necessary, my next course of action will be to pursue the matter in small claims court.
  Sincerely, 
  ***********************, MD

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This agency is totally a scam. I bought an air ticket from them on Jun11. They charged my card immediately and informed me in a few minutes that my ticket is not booked. Niow, it is already 8 days after my booking. My money is still not refunded. Please help to investigate this business and push to refund my money back. My order confirmation is ST524735.

  

  Business Response

  Date: 06/27/2023

  Hi ****,

  We are so sorry to hear about your experience with your booking.

  Please allow us to check the information and we will get back to you directly via email as soon as possible. Thank you so much for your patience.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 17th 2023 I booked a hotel room through Supertravel. For May *****th. Confirmation # B_9485662.The hotel room was overbooked and therefore cancelled. Supertravel is a third party for Expedia. The refund was sent from the hotel to Expedia, then from Expedia to Supertravel on May 18th, Supertravel was in turn supposed to refund **** have made multiple phone calls, chats, emails. I have been hung up on, put on hold and then hung up on, and lied to on many occasions by different agents from Supertravel. This company seems like an absolute SCAM!! Please help me get my money back.

  

  Business Response

  Date: 06/27/2023

  Hi ***,
  
  Thank you for reaching out to us about your reservation B_9485662 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. Our *********** team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thank you for your patience.

   

  
  

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20207840
  
  I am rejecting this response because:
  
  It has now been over a month since I have asked for my refund. I originally phoned the hotel to move the refund process forward after the cancellation, the hotel informed me that I would have to talk to Expedia as that is who they deal with for 3rd party bookings. I phoned Expedia who confirmed my booking was cancelled due to overbooking but they can only refund their 3rd party Super travel, which they did on May 18th. I was CCd in the email confirming the refund was issued. The correspondence was in mandarin and the refund was for some reason issued to super travel in Chinese Yen, the original form of payment. So now I have been fighting with super travel to issue the refund to me. I have been hung up on multiple times, and repeatedly told that the urgent care team is trying to confirm from the hotel that the refund was approved, when I know that it already has been! Supertravel seems like a complete scam, comprised of dishonest owners and employees. All I want is my money back. It is pathetic and embarrassing that a company the size of Super.com is refusing to issue such a small refund, compared to what they must make ripping people off with their scams. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 07/03/2023

  Hi *** ,

  Thank you for the follow up. We are so sorry for the long wait.

  Our *********** team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Looking forward to your patience and understanding.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20207840
  
  I am rejecting this response because:
  
  
  You have been currently reaching out to the property for almost 2 months. There is no way that a simple communication would ever take this long. You continue to prove the dishonesty of Super.com. This is definitely not an acceptable response time, and still no one from your supposed urgent care team has reached out to me personally at all. I want my refund. 
  
  *******************

• Initial Complaint

  Date:06/19/2023

  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.

  Date: 6/18/2023 Amount: $64.24 Confirmation #: B_9928319 We recently had bad storms come through our area and lost all power so I went on the Super Travel App and booked a hotel room at Baymont by Wyndham Longview. I paid up front. When I went to get the room they were sold out. Now they are refusing to refund the money because the next room we booked the same day was in my boyfriend's name even though they confirmed that the hotel had overbooked. I just want my money back for a room I didn't get to stay in. I could understand if I had cancelled or not shown up but this was not my fault in the slightest. I can't afford to just lose money for no reason. We are still without power 4 days later and there is no timeline on when it will come back on.

  

  Business Response

  Date: 06/27/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_9928319  at the Baymont By Wyndham Longview.
  
  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. 
  

  Thank you for your patience and understanding.
  
  
  

  
  

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of incident 6/18/23, $77.77.Confirmation number is B_9935745My fiance kids and myself booked a room for tonight 618-2023 and Apparently while booking it changed it till September me and my husband recently lost our trailer due to the fact we rented a lot to our land lady under false pretenses and now we're homeless and living out of hotels until we can find another place to live. And now they're saying they can't refund us our money immediately without having to wait 3 to 5 business days, and that they may or may not be able to provide us with an extra night for free since it's their faint this is happening, considering no way on gods God's earth would i have INTENTIONALLY make the booking for so far out when we need a place to sleep and lay our heads right now. Furthermore all five of the agents that I spoke with none of them have been much help except saying they'll be back in touch without giving a time frame and US needing a bed to lay our heads in now. Most HORRIBLE, HORRENDOUSLY TERRIBLE EXPERIENCE *********** AND IM SO VERY MAD. THEY ISSUED US A CREDIT FOR THE 1 NIGHT THEN REFUSED TO GIVE US AN EXTRA night for their mess up. They should be taken out of business cuz this is robbery of peoples hard earned money!!

  

  Business Response

  Date: 06/26/2023

  Hi *********** ,

  We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research.

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

  We see that though you booked a non-refundable booking, our support team was able to assist in refunding your booking through SuperTravel credits as agreed upon as a final resolution to the issue. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:06/18/2023

  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 reservation on 6/17/2023 for check in the same day and check out 6/18/23. I get to the hotel and they couldnt honor my reservation and canceled it. I contact super travel to resolve this issue, the website states no refunds or changes, and that this is the HOTELS POLICY NOT THERES. So the hotel said i could get a refund. I told snap travel this. The agent escalated my case. Someone called me saying they have to call the hotel and their travel partner to see about a refund. She called me back 20 minutes later saying she spoke with the hotel. They were aware that the hotel canceled the pre paid reservation. Then she tells me i need to get something in writing from the hotel stating i can have my refund. The hotel wrote and printed the notice. I emailed it to super travel. They responded saying there is a $30 fee for the refund. And asked if i wanted to proceed. I replied yes! But there should be something in writing about that fee. She never responded. So on 6/18 i got in chat with an agent, explained this all over again!! Sent the screenshots of the email correspondence. The agent tells me there is no history of that conversation or email thread. And that they cant help me. I asked for this to be escalated again so i can speak with someone directly. He said there was nothing he can do and ended my chat!!! I have photo copys of all of my interactions with these people! I want my money back!!!

  

  Business Response

  Date: 06/26/2023

  Hi *********,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation

  Our *********** team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thank you for your patience and understanding.

• Initial Complaint

  Date:06/18/2023

  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'm military stationed overseas and my wife is stuck at ******* airport trying to fly back due to no seats on the military flight. I purchased a flight via "SnapTravel" and the confirmation went through. My wife gets a email later stating there were no flights available and to ************ we will have to pay an additional $360.12. If there were no flights available then why did you take the money from my card only to charge me additional money for an entire new flight? All this knowing they have a no-refund policy and will only give credit for future flights

  

  Business Response

  Date: 06/26/2023

  Hi *******,

  Thank you for reaching out and we are so sorry to hear about the inconvenience.

  Allow us to reach out to our flights team to investigate the concern. In the meantime, may we ask if you were originally provided with a booking ID starting with ST so they may identify the booking right away?

  We look forward to your response.

  Best,

  Corporate

• Initial Complaint

  Date:06/17/2023

  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.

  SuperTravel had outdated info for the Comfort Inn in ******************, **. The name of the hotel was incorrect, SuperTravel had the name of ********** instead of Comfort Inn.As soon as I noticed the discrepancy, I called Comfort Inn. The hotel did not have my reservation information (#B_9846770.) Therefore, I would not be able to check-in.I contacted SuperTravel because I booked a day in advance, and I was concerned about not having a place to stay. **************** was not good at all. No one at SuperTravel took ownership of the situation. Everyone that I talked to would speak as if they were reading from a script, w/no genuine desire to help or urgency. I called multiple times to follow up. I received 2 scripted emails from their Amendment Team. Everyone promising to follow up with me. I asked to speak with a supervisor, and no one was available. I as told to wait 2-3 hours for a call back, but usually, they call within an hour.I had to call back at 3am, and as I ws on the phone requesting a manager, a supervisor calls me. I explained to him that I had plans to leave in 3 hours (6am) with my two small girls and could not afford to take the risk of not having a place to stay. He couldn't guarantee that the issue would be resolved by check-in time. So I requested a refund since the company could not provide their service. He said that my booking was non-refundable. However, he was going to contact their "travel partner" to see if they would approve my refund request. Due to an eror on SuperTravel's side, I couldn't check-in at the hotel, and they were holding my money hostage. Lucky for me, their system canceled my reservation and automatically refunded me.Thanks to this headache, I missed two days of my vacation. I have read so many negative reviews, and I just want this company to know that it's not ok to take people's money. They need to update their information and have a sense of urgency when people are dealing with time sensitive matters.

  

  Business Response

  Date: 06/26/2023

  Hi ******,

  Thank you for writing in.
  
  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.
  

  We see that our team was able to exhaust all possible efforts to have this concern resolved and the full refund was processed accordingly. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Best,
  Corporate

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will accept not because it is satisfactory to me, but because I wanted the business to read about it .

  I wanted the business to understand that their customer service is below mediocre. 

  The response that the business gave through BBB, proves my point. They give people some robotic response and FAIL to genuinely assist people. 
  

  Thank you for ruining people's vacations. 
  
  ***********************