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:06/17/2023

  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.

  I booked a room for 2 nights for my daughter and her fianc. It was supposed to be for June 16 and 17. She goes in for her first cancer treatment on the 19th, so I wanted this weekend not next. She was just diagnosed with stage IV Colon cancer and this was a the last chance for some normalcy before life for her gets crazy. And apparently somehow the site booked next weekend. So when my kiddo showed up to check in at the hotel, she was told the reservation was for next weekend. Long story short, I found where I could ask for the refund I didn't know I needed to submit medical documentation or whatever else they needed to Get my money back. They denied me. I've spent hours on the chat with who knows how many representatives. Apparently you only have one chance to ask for a refund and if you don't do it right they deny you for whatever reason they want to. So now I'm out Hundreds of dollars and can't find a resolution because I can't fill out the form again because it says I've been denied. They can't stay next weekend at the hotel because it will be after her 1st chemotherapy. I feel like I failed my kid by messing up the booking and then I can't get a refund when I paid the fee to get one just in case.

  

  Business Response

  Date: 06/23/2023

  Hi ****,

  Thank you for reaching out to us about your reservation.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our amendments team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

  Regards,

  Customer Answer

  Date: 06/23/2023

  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 will wait for them to get back to me about resolving this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/16/2023

  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.

  I booked a hotel stay at the Hampton Inn in *********, ** for a work trip. Since I was told to book this specific hotel, I googled it and clicked the first or ***********, thinking it was the hotel's direct website, but was actually for booking that hotel through Reservation Stays. The website looked like the hotel's and the charge to my card looked like it came from the hotel. I was charged $1533.96 on May 10, when I made the booking. After my stay (Jun ****) I requested a receipt from the hotel and saw the total was $985.07. It wasn't until I was trying to resolve this with the hotel that I even knew I had booked through a third party. I called their support number on June 11 and asked for a refund of the difference, since the final price had been lower than they initially charged me. They said no, and that they "charge a small fee as the cost of doing business" and negotiated the lowest price, but $548.89 is not a small fee. I called again on June 13 and asked for a receipt with the breakdown of their additional fees and they refused. I repeatedly asked for documentation of these fees and they said they could only provide me with the receipt from the hotel and "could not alter that receipt". I continued to push, saying I don't want a receipt from the hotel, I want a receipt from you, and they refused. The refusal to provide documentation for what they are charging seems fraudulent, and their tactics to get bookings is predatory at best.

  

  Business Response

  Date: 08/29/2023

  Hi *****,

  Thank you for reaching out to us and sharing your feedback about pricing.

  Please know, were not attempting to mislead anyone and were so sorry for any inconvenience you may have experienced. The invoice you received at the time of booking is the correct documentation for your purchase charge breakdown. To clarify, the price on the folio is what we negotiate with our partners. We increase the price by a small margin to cover the costs associated with running our business. That being said, we still offer the most affordable rates saving you money on hotels so that you can spend more everywhere else!   
  

  It's important to note that the rates displayed online might pertain solely to the room itself, lacking additional specifics. Hence, it's crucial to be mindful that the rate you see could fluctuate based on factors such as room type, bed preference, and meal plan you've chosen. Moreover, variations may arise due to the cancellation policy you've opted for, whether it's flexible or non-refundable.
  
  Furthermore, we want to bring to your attention that the hotel rates we offer are dynamic in nature. This means they're subject to constant changes based on the current demand and availability. While we strive to secure the most competitive rates, it's important to recognize that we do not have control over the fluctuations in prices.
  
  We hope that clarifies things for you! 

  Regards

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20197555
  
  I am rejecting this response because:

  The business continues to avoid providing me an itemized receipt with the break down of their additional fees. This was work travel for me and I cannot get reimbursed from my employer without an itemized receipt. It is already too late for me to be reimbursed these additional fees from my employer, but I am not the only person traveling for work, and they all require itemized receipts for reimbursement.

  The business repeatedly states that they negotiate the best rates and the additional fees are the cost of doing business; however, the fees bring the total well over the rate of booking with the hotel directly. I only booked with this business because their website deceptively appears as if it is the hotel's website (I do not believe that is a mistake or coincidence). The least the business can do is provide customers with an itemized receipt that includes their additional fee(s). Their refusal to provide one (and I had asked multiple times) suggests that the fees are illegitimate.

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

  

  Business Response

  Date: 09/05/2023

  We sincerely apologize if the booking process caused any confusion. Our platform works by sourcing hotel rooms from various partners to provide you with the best available rates, including exclusive deals.The initial invoice you received at the time of booking provides a breakdown of the charges associated with your purchase. It's important to note that this price is not the retail rate for customers; it reflects what the hotel negotiates with our travel suppliers. These suppliers add their fees, and we include a small margin to cover our operational costs.
  
  
  We take pride in offering some of the lowest hotel prices, allowing you to save on accommodations and spend more on your overall trip.
  
  
  To access your purchase receipt and view a detailed breakdown of charges, please follow these steps:
  
  
  Locate your confirmation email.
  Click on "View Online Reservation."
  At the bottom of the page, you'll find an option to obtain a copy of your receipt.
  Regarding invoices, it's essential to understand that for legal reasons, only the accommodation provider can issue invoices at check-out. This practice applies to both direct suppliers and third-party booking platforms like ours. The type of invoice may vary depending on local legislation, as reservations are considered legal agreements between properties and guests, and invoices must be issued when required.
  
  
  We hope this clarifies the situation, and we're here to assist you further if needed.

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while this still does not provide the break down of their fees, I do not care to keep repeating the same complaint and them giving the same non-answer.

   

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

• Initial Complaint

  Date:06/16/2023

  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.

  The website defaulted to the current date when I booked my hotel stay, and I did not realize this until after the fact. The hotel was booked for June 5th with a check out date of June 6th. When I realized the error (My email confirmation) I immediately called their customer service line and was told to contact the hotel directly to make the change. The hotel could not pull up the reservation with the 3rd party confirmation number B_9752435. The hotel redirected me to the customer service line for the 3rd party. I was then told I would not be able to change or modify the current reservation even after I told them my flight didn't land in *** until the 8th. Now, they asked that the hotel refund them and told me I have to initiate that refund. The hotel ( *********************************) told me that it is the VENDORS responsibility to initiate a refund, or changes. I should not have to pay for a service I tried to correct, and did not receive. I want proof that they actually paid for the hotel when I didn't stay there, and the hotel's booking ID that the hotel said they provided the vendor with. It is absolutely UNETHICAL to require someone pay for a service they do not receive.

  

  Business Response

  Date: 08/29/2023

  Hi ******,
   
  Thank you for reaching out to us about your reservation B_9752435.
  
  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:06/15/2023

  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 Friday May 26, 2023 I booked a room at the Quality Inn in ************** through **********************, paying ******. When I got to the hotel later that day, the hotel said they couldn't find the booking and I had to pay the hotel ****** for the hotel room. The hotel manager stated that they did not charge super.com anything, so I needed to get a refund from super.com. I opened a ticket with them and have not received a single response from them and its been three weeks now. Every time I use their messaging service on their website I am told that the ticket is with their 'urgent care team' and they will be following up with me shortly, but that never happens. One person actually ended the chat window on me because he didn't want to continue talking to me. I haven't heard a single thing from them since I opened this ticket, and at this point I consider this theft. I also have called several times, waited in their really long phone queue, only to be told the same thing, that they will be following up with me. I want my money back, I didn't get the goods and services I paid for, so I deserve my money back.

  

  Business Response

  Date: 06/23/2023

  Hi *******,

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

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20193816
  
  I am rejecting this response because:

  They asked me for more information so that they can locate my booking information and hopefully help me with this. So I am only rejecting this response so that the incident remains open pending their resolving the matter.

   

  Booking Number: B_9607156

  Check in: Friday May 26, 2023

  Check out: Saturday May 27, 2023

  email used: ********************

  name used: *******************************

  phone number: ************

  hotel: Quality Inn in **************

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

  

  Business Response

  Date: 06/30/2023

  Hi ************;,
  
  Thank you for reaching out to us about your reservation B_9607156  at the Quality Inn.
  
  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: 06/30/2023

   
  Complaint: 20193816
  
  I am rejecting this response because:

  I still haven't received my refund. 

  To super.com : ********* manager already commented on your ticket saying that he didn't charge your card and that you owe me the money, not him. If you don't agree then that's fine for you to work out but WHY HASNT ANYONE CALLED ME OR EMAILED ME TO TELL ME THESE THINGS?! WHEN **** KEEP SAYING **** ARE GOING TO DO IT, YOU NEVER HAVE. iI've had to open ANOTHER BBB complaint to address the original BBB complaint that you stopped responding to me on. What is this craziness?

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

• Initial Complaint

  Date:06/14/2023

  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 18th, I booked a room through super.com at Motel 6 in ***********, *******, for May 31st check-in for two nights. After travelling into town, I went to check in and found the hotel in a very bad state. Outside it smells like sulfur. There's prostitutes. Mainly, my room had an overpowering mold smell. I went back to the front deck and asked for another room, and they obliged, upstairs. Immediately entering, same issue. I came back down and told the clerk, ***, I could not stay there due to the mold. She apologized and said she understood and they would issue a refund, "of course". She said it would take a week or so. Fast forward to now, we're the 14th and nothing. I contacted super.com's phone line, got someone who said they couldn't do anything, unless they got a letter from the manager stating they would refund me. I told them that since I booked through this site, I wanted to have them deal with it. Meanwhile I did call the hotel and spoke to ***, who remembered me and did not deny they wanted to give me a refund. She said to email her boss, who 18 hours later has not responded.I got an email back from super.com who sent this message: I am very sorry to hear that you did not like the experience you had during your stay. As we're a booking service, the quality of the hotel property is hard for us to control. I've reviewed the policy on this booking, and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. However, as a one-time courtesy for being a valued customer, if you are able to get hotel permission for a refund please submit it to ************************ Then, we will review that the written approval is valid & process the refund accordingly. I am left without options, except my next step is to dispute the transaction. I did not use the room due to it being a health hazard, and Motel 6 can't refund me because Super.com has the funds.

  

  Business Response

  Date: 06/23/2023

  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.  
  
  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.  

  Regards,

• Initial Complaint

  Date:06/13/2023

  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.

  We booked a hotel stay at ********* through SuperTravel. When we checked out of **************** they told us SuperTravel only sent them reservation information but did not release payment information. ********* therefore charged ** for the stay. Effectively, we paid twice for the same stay. I called SuperTravel about this issue and they told me that they will refund the amount they charged. It's been almost 3 weeks and we still didn't get our money back.

  

  Business Response

  Date: 06/23/2023

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

  Customer Answer

  Date: 06/24/2023

   
  Complaint: 20183074
  
  I am rejecting this response because:

  issue has not been resolved. The merchant asked for reservation #. 
  

  I do not have it, but I do have the confirmation #. Please see the attachment. 
  

  the confirmation # is: B_9587072
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/30/2023

  Hi ****,

  We are sincerely sorry to hear that you had trouble with your 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.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20183074
  
  I am rejecting this response because: there was no reason for you to charge us for the hotel stay and not send us the payment information to the hotel. 
  

  The hotel charged us for the full stay. 
  

  Give us our money back please. 

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

• Initial Complaint

  Date:06/13/2023

  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: 6/13/2023 Paid: $131.97 Hotel Reservation with the ability to cancel or modify the reservation was promised.The dispute is Reservation Stays was a mirror website that gave me the impression I was booking directly through the hotel's website itself. It is a scam mirror website. The customer service representative refused to do anything about my complaint or refer me to a supervisor.Booking Details Confirmation Number: B_9859486 I had a two day reservation already booked through the hotel's website and easily canceled it with the intent of narrowing down to a one day reservation. I did a quick ****** search and found what appeared to be the exact same website I just booked through. After I booked the one day hotel reservation. After I clicked "Book" the confirmation page said I had booked a "no cancellation" reservation. I called the customer service line and was told there was nothing they could do. I told them that I had just canceled a previous reservation and booked this one day reservation with the intent of possibly canceling it. They said I had booked a no cancelation reservation. I said I didn't know that at the time of booking. I asked for a manager. The manager wasn't available and never called me back. It is my opinion that Reservation Stays is a scam website that mirrors legitimate hotel booking websites that offer cancellations and then doesn't offer them itself. I'm not even sure that my hotel booking is real. Avoid Reservation Stays at all costs.

  

  Business Response

  Date: 08/29/2023

  Hi ********,
   
  Thank you for reaching out to us about your reservation B_9859486.
  
  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: 08/29/2023

   
  Complaint: 20182462
  
  I am rejecting this response because:

  Reservation Stays never issued me a refund and disputed it with my bank when they tried to give me a refund. Reservation Stays mirrored the legitimate hotel website. I was able to cancel my 2 night stay with the legitimate hotel website and then Reservation Stays mirrored the hotels website. No mention of the no cancellation/ no refund policy until I finished the booking. The phone number went to an overseas call center and the manager never returned my call.

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

  

  Business Response

  Date: 08/30/2023

  Hi ********,
   
  Thank you for reaching out to us again about your reservation.
  
  As we have already explained in our earlier message to you, once you file a chargeback, we no longer have access to your file and further resolution or updates start directly with your financial institution. Unfortunately, we are no longer able to assist you with this case.

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

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company, Super.com, accepted a reservation for hotel for 2 nights. After receiving payment via PayPal, they did not send the reservation to the hotel. We called them 3 times on the day of reservation, and they told us there is a delay of several hours. The hotel gave us a room after we showed them the confirmation, but they ended up charging us full price because the Super.com reservation never came through. We have been calling them ever since, and they say they will get back to us within 20 minutes. No return calls. No refund. Think they might be a scam.

  

  Business Response

  Date: 06/21/2023

  Hi **********,
   
  Thank you for reaching out to us about your reservation.
  
  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: 06/21/2023

   
  Complaint: 20177100
  
  I am rejecting this response because:
  
  All the relevant documentation was sent to them many times, and they send the same canned response.  From other reviews I have read from their customers, this is typical for them.  They take your payment and then apologize, appear confused, and then request documentation that they were paid for an hotel reservation they did not provide to the hotel.  We were charged twice.  After the documentation had been sent, the process repeats itself.  This has been going on for 4 weeks.  Please post this so other consumers will not use them.  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/26/2023

  Hi ******,

  Thank you for your follow up.

  We are so sorry for the inconvenience, we must bring to your attention that due to the existing dispute/chargeback the chargeback team is already the ones communicating with the bank. Unfortunately, this is a standard process which can also be confirmed by your bank.

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

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ok I booked three days at the Hampton inn in ******* ****** it was non refundable no problem, the problem is when we got to the border we didn't have paper info for hotel and no interest to pull up hotel confirmation so they sent us to immigration the problem is the person I was with had a misdemeanor almost 10 years ago which we didn't know as we have been to other parts of ****** with no problem, so long story we weren't allowed into ******, I called hotel they said super travel needed to cancel reservation, I contacted super was on hold for over 3hrs and so I texted the lady said due to situation shed give me a refund but I needed letter from hotel, while I was asking what kind of letter we were disconnected then I go another guy he said sorry no refunds this was something that was unforseable and out of my control it's not like I changed my mind ****** wouldn't let us in so couldn't make it to hotel I called hotel back spoke to someone else he cancelled the reservation and said I should only be charged for one night as they are only charging super travel for the one night, it cost me ****** for the hotel and I don't think it's fair to be penalized for something out of my hands, please if you can help me id appreciate it so much, I'm gonna try and contact owner and who ever I can

  

  Business Response

  Date: 06/21/2023

  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.
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,

• Initial Complaint

  Date:06/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20th I purchase a hotel stay with the ********************* June 16th to the 19th, and made the payment through Paypal. Days later I received the attached email saying that my booking had me cancelled. I called then to request more details and I was informed that it had been cancelled through Paypal and if I still wanted the hotel stay I would need to make a new booking. When I checked the bank statement from my credit card, there were still debit on my statement, charged from my credit card through Paypal. I contacted Paypal and they are requesting further information from Super Travel. Today I received an email from the hotel booked through Super Travel stating that the reservation is still valid and it can only be cancelled by Super Travel, the third part hired to do the booking. The hotel will waive any fee and refund the money to Super Travel but the cancelation has to be done ASAP as the stay starts this coming friday, the 16th.I'd like to request an urgent contact with Super Travel to request that booking cancellation with the subsequent refund of the payment to my account through Pay Pal.

  

  Business Response

  Date: 06/20/2023

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