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:06/08/2023

  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 weeks stay at the Holiday Inn ***** through this company and found out after I hit send that they immediately charged my credit card for the full amount of $5700 and no right to cancel. Its not at all clear on their web site that this was the case. Dates 3/02/24 to 3/09/24. Confirmation # B_*******. I called the Holiday Inn in *****. They have the reservation as booked through Expedia but received no payment. I have a feeling ReservationStays is using my money for ten months then paying Holiday Inn. Booking was done on 5/15/23. I called *********** and they placed a hold on the transaction. They have not hear anything from RStays. An internet search reveals numerous complaints about them.

  

  Business Response

  Date: 08/29/2023

  Hi ****,
   
  Thank you for reaching out to us about your reservation B_9467707.
  
  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: 09/02/2023

   
  Complaint: 20163058
  
  I am rejecting this response because:

  This booking was cancelled by you, Reservation Stays, not by me, and therefore you have my money, which has been reapplied to you by *********** after the dispute claim has been closed.  Once again, you have my $5719.99 and I have no booking at the ***** Holiday Inn

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

  

  Business Response

  Date: 09/10/2023

  We truly understand your frustration, and we're fully committed to addressing your concerns. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

• Initial Complaint

  Date:06/08/2023

  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.

  I have worked with super Travel for 5 to 7 years. I made a reservation in May 2023 that I had to cancel. They refunded me oh but $88 they said that was for a cancellation fee never once in seven years have I heard of anything about her cancellation fee, I have written them letters to corporate. I have been on the phone with them for the last two months and cant get any of this resolved.

  

  Business Response

  Date: 06/17/2023

  Hi ***, 

   

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the reservation ID and the email address you used for the booking.
  
  
  Thank you for your cooperation.

• Initial Complaint

  Date:06/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were traveling and trying to make a reservation. We called what we thought was Homewood Suites by ******. When we spoke with the agent, the price of the hotel room was high and I asked her is it less expensive if we book directly with the hotel. She said yes. I then told her we will call the hotel direct and book with them. I did not give her authorization to use our credit card and she was very nice and clearly had no issue telling us it would be cheaper calling the hotel directly, which we did. When we checked out of the hotel, we saw on our credit card alert that not only did the hotel charge us, but the lady at Reservationstays.com had in fact charged us $247.99, which she did not have authorization to do. I have spent a month calling them over and over to still not have a refund. They say every time from their "script" that it has been escalated. Now they are saying they are waiting on their 3rd party company to respond and will not tell me who that 3rd party company even is. Beyond frustrated. SCAM SCAM SCAM

  

  Business Response

  Date: 08/29/2023

  Hi *********,

  Thank you for reaching out to us.

  We are truly sorry to hear about your experience. To address your specific situation, we kindly ask for the reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively.
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20162257
  
  I am rejecting this response because this is the exact same response they gave me every time I called them since May 8, 2023.  They would not give me a reservation identification number when I asked. They have it under my husbands email ***************************  We dont have a reservation number because we did not finalize a reservation with them and didnt authorize them to charge or credit card as we told the phone rep that we were not booking with her we were going to call and book directly with the hotel, which is what we did.   
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 08/30/2023

  Hi *********,
   
  Thank you for reaching out to us about your reservation B_9357646.
  
  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: 08/31/2023

   
  Complaint: 20162257
  
  I am rejecting this response because this is still an ongoing issue.  After over 2 months of myself trying to get ReservationStays.com to correct the matter and getting nowhere, except the same response every time I called or emailed saying "they are working on it".  It was then, after multiple calls to them every week, and not getting it resolved, that is when I finally went to my credit card company and filed a dispute on the charge.  The credit card company gave me a "Temporary Credit" because I was disputing the charge. After they credited my account, they reached out to Reservationstays.com and were informed that Reservationstays.com was working on resolving the matter.  Because of that communication, the charge was placed on my card again. 

  I have attached printouts of screen shots from our credit card.  You will see on Page 1, 5/8/2023 the first charge of $247.99. You will then see on Page 2, the "Temporary Credit" back to my card on 7/12/2023 of $247.99. Then you will see on Page 3, the charge again to my card on July 31, 2023 for the same $247.99.

  Reservationstays.com knows what they are doing. In speaking with the Hilton manager, I am not the only consumer they have done this to. They have put this off since May 8, 2023 and will continue to do so until I stop trying to get it resolved, which I do not intend to do as their practice is unacceptable and deceptive. They need to refund the $247.99 to my credit card once and for all. 

  Please let me know if there is anything more that I need to provide at this time. 

  Thank you for your time and trying to help me get this matter resolved.  

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

• Initial Complaint

  Date:06/08/2023

  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 made a reservation at ***************** and Suites-Decatur, using Super Travel. The booking was for June 1st to June 2nd 2023. On the day of the booking, the hotel notified me that my information was not in their system. I called Super Travel's customer support who suggested that I should give it some time since the booking was made only the day before. The night went on and the hotel still did not have my information in the system. I requested a refund and Super Travel said they could not do it because normally you do it through the hotel. That was impossible to do because the hotel never received any of my information. I was called by a supervisor at Super Travel and they agreed to call the hotel to verify the situation, however they still did not process the refund. I called the hotel and Super Travel on Monday June 5th and the situation was unchanged. The customer support at Super Travel advised me to have the hotel send an email to confirm that they never received my booking information despite the fact that they already had a verbal exchange the night of the reservation. Super Travel continued to not make progress in giving me a refund. June 8th I called again for an update and was told it was an ongoing case. I asked to speak to a supervisor but was denied claiming that they would tell me that they cannot do anything about it at the moment and that I must keep waiting. I never received a confirmation that I am receiving my refund and it appears that at this point they are merely stalling.

  

  Business Response

  Date: 06/17/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_9676699 at the ***************** And Suites-*******, An IHG Hotel .

  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.
  
  Our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... 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, incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.

  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:06/08/2023

  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.

  STAY AWAY FROM SUPER TRAVEL! THEY ARE A SCAM!I accidentally booked the wrong date for a hotel, I called Super Travel within 5 minutes when I realized the wrong date was booked. I don't know how it booked the hotel for a full month from the date I actually needed it. I needed the hotel booking for the next day from when I was booking it. They were EXTREMELY unhelpful! All I wanted to do was move my reservation to the correct date. I didn't want to cancel and move away from Super Travel, I still wanted to use Super Travel for the booking. I just needed to move the reservation from the wrong date to the correct date. They still would have gotten the booking, they still would have gotten their money! They told me nothing could be done, try calling the hotel to cancel the reservation. I know that's not possible since I booked it through Super Travel and not directly through the hotel, but I called the hotel anyway to cancel it. Of course I knew the hotel was going to tell me I had to cancel it through the third party Super Travel.I disputed it with my bank and SHOCKINGLY by **** lost the claim! Super Travel provided documentation to my bank that somehow showed it's my fault and the bank could not get my money back. So there was a reservation at the hotel that was never used and I was s*** out of luck, having to pay for the room twice when I only used it once! The blessing though was that when I booked the actual date I needed, I booked it directly through the hotel and it was cheaper than going through Super Travel.Screw your policy about non-refundable! I didn't want a refund, I was still going to give you my money! All I wanted you to do was move my reservation to the correct date I needed!STAY AWAY FROM SUPER TRAVEL! SUPER TRAVEL IS A SCAM!

  

  Business Response

  Date: 06/16/2023

  Hi Rich,
  
  Thank you for reaching out to us about your reservation B_8897305 at the *******************

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

  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.
  The only exception to deviate from the original policy of your booking 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.

  
  Alternatively, or 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.
  
  While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.
  ********************************************
  
  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  This being said, 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: 06/17/2023

   
  Complaint: 20160346
  
  I am rejecting this response because:

  As Ive said over and over and over againI did not want a refund, I wanted to move my reservation to the correct date I needed and still give you my money. I did call the hotel directly like Super Scammers said and the manager on duty said she couldnt do anything because I booked it with this company, but she did say there were plenty of rooms available for the date I needed. So, I booked directly with the hotel after Super Travel wouldnt budge AND I got the room for a cheaper rate than Super Travel was giving it to me for.

  All I wanted was for Super Travel to move my wrong reservation date to the correct reservation date, thats all!

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

  

  Business Response

  Date: 06/23/2023

  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: 06/28/2023

   
  Complaint: 20160346
  
  I am rejecting this response because:
  

  I'm going to get nothing out of this, except a constant headache. I already lost $159.95, all I can do is move on and never ever use Super Travel again and let others know not to use them either. The purpose here is to let BBB know what a shady, scammy company Super Travel is. You can stand on your pedestal all you want about your rules and blah blah blah. But all I wanted to do was still use you to book my hotel room, I just wanted you to move the booking to the correct date needed. You would have still gotten your money and I would have had a hotel room for the actual date I needed it. Get off your pedestal once in a while and see how a simple act going against your rules can keep your customers happy.

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

• Initial Complaint

  Date:06/07/2023

  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 June 5, 2023 I booked a hotel room with 2 queen ***** I paid extra for this room vs a King room or allowing the hotel to choose. I have more than one screenshot of it being advertised as a 2 queen ******** After booking I was also emailed a confirmation of my double queen room reservation however upon arriving there were 2 full beds which we could not fit. Free parking was also listed as an amenity and instead there were overnight parking fees. I reached out to super about the problem and the first time they immediately cancelled our chat. I reached out again and they said a urgent care member would reach out within 20 minutes but they did not. I reached out again trying to talk with someone so we could get our room fixed for the night but no one would contact me and I was told again to wait for the urgent care member who never contacted me. Its one thing for a miscommunication between a third party and the hotel. Its another to refuse to resolve issues when they arise and when there has been false advertising and you have been sold something and received another. Misrepresentation should be addressed. We did not get what we paid for and customer service is horrendous.

  

  Business Response

  Date: 06/16/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_9752041 at the ****************** .
  
  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.

  
  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:06/06/2023

  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.

  Never had experienced such bad customer service where they just simply don't listen or even lie, I wish I could have read the reviews on scams before booking. I made a hotel reservation for March *****th, 2023 at ************ **********, ******. Booking number B_7676706. When arriving to the hotel there was no record of our booking, neither payment. We booked on the 20th of November of 2022, and paid the full amount through Paypal of $6279 ******* pesos.Fortunately the hotel was able to accomodate us and offered to contact ********** to check payment but weren't able to contact them for the whole stay. This situation forced me to pay for the room directly to the hotel. This was not only an inconvenience, but also a financial burden as we had already paid for the same room through SuperTravel. We sent all the information and requested a refund from SuperTravel for the initial payment. I finally got this email: "We have confirmed a free of charge cancellation for your booking with our hotel partners. Please inform your financial institution that they may keep the credit against our account." I don't understand what that means, but I can't inform anything to my bank because they payment was made through Paypal and never made any dispute or chargeback through my bank. And now the only response I get is that as I supposedly initiated a chargeback process, that I disputed this claim with my bank and they can't access my account and any resolution must continue through my financial institution. Which is a COMPLETE LIE. The chargeback through my bank simply is not possible, as here in ****** claims are before 90 days of transaction, meaning it had to be done by February at the most, and my stay was until mid March. I called my bank several times and obviously they have no idea about this. **************** never asked for any bank or account information to refund me, as the payment was made through Paypal. I hope that this matter can be resolved promptly. Thank you.

  

  Business Response

  Date: 06/15/2023

  Hi *****,

  
  Thank you for reaching out to us about your reservation  B_7676706 at the ***************************** .
  
  
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as 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 Corporate team is reviewing your case and will reach out to you directly as soon as possible.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20153709
  
  I am rejecting this response because:

  They are not helping me. Everytime I try to speak with an agent I keep getting the same response. That I have to check with my financial institution as they already did a refund and gave the money back. Which is a lie. My bank doesnt have any notice or money. Neither Paypal. So they lie about this, an excuse for not pay back or refund me.

  Not only I arrived to a hotel with a paid but non existant reservation where fortunately they were kind enough to accomodate me. No apologies on their side about this. And then refusing to refund me by making up that they already did and somebody is retaining the funds. The only thing I know is that there is no money back. 
  

  I have been trying to escalte or speak with a supervisor but its not possible.
  
  Sincerely,
  
  ********************************

  

  Business Response

  Date: 06/23/2023

  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: 06/23/2023

   
  Complaint: 20153709
  
  I am rejecting this response because:

  Business is lying as I never did a chargeback with my bank. It is simply impossible because my bank (BBVA Mexico) doesnt allow chargebacks after 90 days of transaction.
  

  Transaction was made in November 22nd, 2022 (as attached) and I didnt stay at the hotel until March 17th of 2023. Which the only way I could have done a chargeback through my bank was at February 22, 2023. And I never knew there was going to be a problem until I went to stay at the hotel and there was no reservation and no money paid to the hotel on my behalf from Supetravel. 
  
  And second, Supertravel NEVER asked me for any bank documents or account, so they cant have refunded or give anything to my financial institution as they dont have the information. Plus the payment was made through Paypal, not directly to the business with my credit card to the business. 
  
  Im also attaching two emails from the hotel front desk manager confirming the hotel NEVER got the payment on behalf of Supertravel and I had to paid again, with my credit card the price of the room at the hotel in order for them to let me stay (attaching bank statement with second payment). 
  This business lie all the time and they keep saying that thing about the chargeback, and it has NEVER been done as they falsely claim. 

  And it seems is a common practice as I read similar complaints and cases. 
  
  Sincerely,
  
  ********************************

• Initial Complaint

  Date:06/06/2023

  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 June 4, 2023, I used this service to book a room at a hotel they partner with Executive Inn of *************. The hotel ended up rejecting the booking, citing that they were refusing to allow my service dog on the property. I contacted the sheriff office because due to the discrimination, refusal to refund, and threats made to my service animal by this owner. I contacted SuperTravel and asked for them to refund the amount of the charge because we were refused. The agent claimed they have a policy to not provide refunds, even if the service was not rendered by the location they were acting as an agent for. They further explained that the location had "every right" to not allow a service animal, and it "wasn't their problem." This statement in itself was received as further discrimination, and knowing acceptance of payment for services refused on grounds of discrimination of a protected class. We did not receive the service, were discriminated against, and told it was their policy to not correct any issues like this. We ended up losing our only hotel money, and being forced to drive through the night to our destination because this company refused to work with us on a refund or change of location. The 2 agents I text and later spoke to actively advocated, while acting as an agent for and the behalf of, both Supertravel and the hotel they partnered with, for the open discrimination of a protected class.

  

  Business Response

  Date: 06/15/2023

  Hi *******,

  
  Thank you for reaching out to us about your reservation B_9759837  at *****************.
  
  
  We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as 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 Corporate team is reviewing your case and will reach out to you directly as soon as possible.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20152576
  
  I am rejecting this response because:
  It does not represent a resolution. I will accept resolution of a refund and knowing that this company has taken steps to ensure their employees are not willfully engaging in the discrimination of a protected category and affirming their clients have the right to do so as well. This is a serious issue, as it is illegal to do with your employees are doing. 
  Sincerely,
  
  *************************

  

  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 *********** 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: 06/26/2023

   
  Complaint: 20152576
  
  I am rejecting this response because: This business actively participated in discriminating actions twice during communications with me by supporting the "right" to refuse service to a disabled person by the property they were an agent of. Both time the employees of Super Travel stated their policy is to support the refusal of a service animal by the property. This is the definition of discriminating actions against a protected class. This business further denied a refund or compensation requests based on this policy of refusal. This company has also failed to reach out as stated in their June 16th response. At this time, I am informing both BBB and Super Travel that I have now filed a complaint with the Disability Rights of ***** to seek legal actions. My goal is to seek remedies to help disabled classes from being taken advantage of by business practices like this. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/06/2023

  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 at ***************************** at May 20th for one night for a double room. (B_9531424) When we arrived at the hotel, the front desk and the manager told me that they have never posted any room reservation through Super Travel and they had been seeing people come in saying them booked a room with Super Travel for almost a hundred and more cases. They told me that they is a fraud that they never receive no booking information nor the money from Super. They called Super to take their hotel off their list but Super never did. More and more people like me are giving Super Travel money that does not go the hotel and for nothing. This hotel never had a double room, all they have are one king size bed. I had to talk to the hotel manager for any room to stay for the night because it was too late. I had to use my own money to book another room with the hotel. I contacted their online chatting team and then their urgent when the hotel is setting up another room for me. Only their online chatting team (Don't know if they are real person) responded and said someone will contact me. Then again at the mid of the night so one called me and said if I can sent a invoice of me paying another bill to the hotel for the night, I will get refund within ***** hours. After I send all the materials they needed, I never, ever heard back from them nor my money went back. I tried to contact their online chat team but all they ever told me is they have no idea what is going on because my case is all under the urgent care team. And when I ask them how to contact the urgent care team, they said there is no way to contact them. My question now is: who is responsible, how do i know if anyone is taking care of this? It has been 16 days since my booking but yet not a single phone call, text, or email updating me. Also, no one can explain how this whole thing started at the first place. Why are they posing hotel reservation for hotels they do not even work with? This is clearly fraud!

  

  Business Response

  Date: 06/15/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_9531424  at theThe *************************.
  
  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 ** 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.
  

  It seems that there is an error with the mapping of this hotel on the backend.
  
  Please allow us a moment to investigate what happened with this specific travel partner.

  We appreciate your patience so far.

• Initial Complaint

  Date:06/05/2023

  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 called to make reservations with ***************** in ****************************** reservations stays, took my money for the dates of May *****th , 2023.The transaction was done on April23,2023 at 1:54 AM via credit card. I also got confirmation from reservation stays. My reservations were not sent to the hotel and my family and I traveled 8 hrs from SC to *********. I called the hotel to inform them that we would be arriving late. The hotel informs me that they dont have my reservation from the Reservation stays.com . I call to company and they say you have a confirmation # in our system We arrive at the hotel to check in or clear up issue and our reservation cant be found in the system but my $501.96 has been taken . We had to prepare ourselves to drive back to SC without sleep. Both parties were contacted and said they would look into it. The horrible inconvenience and no effort to correct the problem was inexcusable. I have tried for 3 weeks to get answers and rectify the problem and get a refund. My bank also can see where this transaction took place. I still have gotten no closure or refund from this company. Please help me!!Gemeta ************************* ************************

  

  Business Response

  Date: 08/29/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_9194059.
  
  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,