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:11/16/2022

  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.

  On March 16, 2022 I booked a room online for a hotel in ******** with this company formerly known as SnapTravel now known as SuperTravel. Immediately after booking I have an emergency and have to fly back to **********. I call customer service to cancel the booking. I was told very quickly I wouldnt be charged and the representative canceled my reservation. However I was charged $411.73 so I made a claim with my bank in which they were also unsuccessful and suggested I contact BBB. I feel I have been scammed for no goods or services in return. I would be happy if the company just returned my money.

  

  Business Response

  Date: 11/23/2022

  Hi ******* ,
  
  Thank you for reaching out to us about your reservation B_5398633 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, 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.
  
  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,
  Corporate

• Initial Complaint

  Date:11/15/2022

  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 made a reservation through Snap travel which is in ******, Better Business Bureau told me that they are an affiliate company owned by supertravel located in *************. There were two hotels, in ******** **. for $70 each. Both had the amenities I needed, such as Internet, phone, TV, etc.. When I checked in, I could not get onto the Internet. I went and asked the person in the office if I doing something wrong? She said no, but I still could not get on the Internet either! 3 to 4 times we went around and around. I asked if there was somebody who could help me, she said no the person had gone home. I asked if I could speak to the manager, she said they are not in, I asked if she could call them, she said no. I asked if I could get my money back because I needed to go to a hotel with Internet. She said no, you rented through Snap travel and they have your money. I ended up having to go and rent a room at the other hotel that I couldve rented in the morning for $70. it ended up costing me five hours of my time and $111 for the same room I couldve rented earlier for $70. The hotels name was Palms ************* I filed with my credit card company for a reimbursement and explain to them the situation. I never laid on the bed, I never used any towels or water, and they did not have to pick up anything or clean the room. The lady who took my information in the office, would not try to come up to help, nor let anybody in the office, even though it was the middle of the day, with only speak through the plastic or glass with the little opening. The bottom line is both companies have refused to reimburse my money, for a room that did not or could not supply the amenities or facilities, guaranteed by advertising them in their agreement. This is now turning out to be a real problem, because my credit card company said I needed to file a disagreement with the Better Business Bureau. And then well see where it goes from there. I forgot to mention their phone was broken also

  Customer Answer

  Date: 11/22/2022

  Please see the attached.

  I hope most of this will be self explanatory as to all the people I tried to contact and did from Snap travel to *************.

  My vision is still not all that great, so If you need to clarify, any of it, please call me!

  Thanks again for making this a little easier on me by sending this text. Sometimes I just get a little lost in all the technology..

  

  Business Response

  Date: 11/29/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7148472.
  
  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:11/11/2022

  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.

  Book a hotel in supposedly *********** not from ******* strandle book a hotel in the econolode B_7603583 because of being the hotel listed but the hotel was not buffalo and said I needed basically ********* and hotel stole consider lied and stranded in the cold due to the even sau hey change day of reservation

  

  Business Response

  Date: 11/20/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_7603583.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some 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.
  
  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 have already refunded the full amount back to your original mode of payment. It usually takes 3 - 5 business days to process.
  
  Thanks for your patience!
  
  Regards, 
  

• Initial Complaint

  Date:11/07/2022

  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.

  On October 23rd 2022 I used SuperTravel site to book a reservation at the ******************************** in ********* in *************** checking in on October 28th 2022 and checking out on October 30th 2022.For that booking I paid in advance a final price of USD ******. My confirmation number with SuperTravel was B_7476206.According to SuperTravel's terms and conditions all fees where included in the final price. My SuperTravel invoice clearly states: "Room cost paid in advance. There will be NO additional charges or fees for the room. Only incidentals, resort fees, and ancillary items (eg, room service), will be collected directly by the hotel."Once in the hotel, on October 28th 2022 I was charged a so called "city fee" in order to check-in of EUR ***** that according to all information described above I was not supposes to pay.Since then, I contacted by chat SuperTravel on October 30th and November 1st and by email on November 1st, November 2nd and November 5th providing all the information and asking for a EUR ***** refund. In their only response they refused to address my issue and they have not answered the last 3 communications.

  

  Business Response

  Date: 11/16/2022

  Hi,

  Thank you for reaching out to us and were sorry to hear that the hotels additional charges were not listed on our site.

  Could you please provide our support team with a copy of the hotels invoice indicating that you had to pay for additional charges upon arrival at the hotel? We require this documentation in order to move further with this case.Someone from support will reach out to you for the same at the earliest.

  Apologies for the inconvenience and we appreciate your patience.

  Regards,

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:

  The business is asking for the hotel invoice, which was already attached in my original message. That shows that they have not even taken the time or interest to review the case before answering.

  In any case, on the same day of their message through BBB, they finally answered my emails and issued the refund to my credit card. I don't believe that's a coincidence.

  
  So I'd like to close the  complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  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 August 19th I purchase a hotel room for a group of friends/family traveling to ********* through Snaptravel. The room was advertised as "1Kg/2Qn 2Bdr Ste Mobility/Hear Access Ri-Shwr,Vis Firealrm/Door/Phn Alrt-45Usd Resort Chrg,65Inch Hdtv-In-Rm Safe-Wifi Avl-Frig-3000Sqft - Double Room Only" and confirmed in my booking. I received a confirmation email from Snaptravel with the same details of the room shortly after.I did not hear back from Snaptravel indicating any issues. I then called the hotel 2 months later to be sure that the room had a crib for our daughter only to be told that my room was a standard king room (the cheapest 400 square foot room offered) and I did not have a reservation for the room I purchased through Snaptravel.I reached out to Snaptravel and after 2 weeks of waiting for answers, they responded that the hotel doesn't have such a room. I screenshotted them proof on the hotel website that the room exists AND a screenshot showing that their app is still selling that room, but now for a much higher price.Despite this evidence, they offered to cancel my room for me and give me a 20% coupon. This is a huge problem for my group as I booked a large room to fit multiple individuals, many who have already bought flights and show tickets for these dates and now if we want to get sufficient accomodation for everyone it will cost thousands more than we originally paid.This is a blatant bait and switch by Snaptravel that thankfully we caught by me prior to flying out. However, with my trip coming up, our group is essentially forced to spend thousands of dollars more to get the accommodation we need.

  

  Business Response

  Date: 11/09/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_6841854  at the ***************************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some 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.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Please note that the reservation you booked is indeed not the presidential suite which is ****sq meters as per obvious reasons with the price. As our team is still checking with our travel partner we were informed that you are actually booked for a suite which is **** sq meters though.

  Once again, we would like to apologize for the inconvenience, but we would like to extend the same offer to cancel with a 20% compensation or keep the reservation and we will still throw in the 20% compensation for the inconvenience. Please let us know if these options would work out for you. Thank you!

   

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18351729
  
  I am rejecting this response because: *********** has not offered a legitimate solution other than allowing me to stay in a hotel room significantly smaller and cheaper than what they charged me for and advertised. They then offered a refund, but this does not solve the issue and the only proper solution is to provide me the room that was sold. However, the company still denies this room exists at the hotel despite continuing to advertise the same room and despite the hotel showing it on their website. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We apologize for the inconvenience. We are reaching out to the hotel and our travel partners but despite our efforts, we have been informed that the room booked is indeed not the Presidential Suite. Please note that a Presidential Suite does not cost at the rate you paid. We would like to offer a 50% refund should you wish to keep the room booked, this is on top of the 20% SuperTravel credits you were offered prior.

  Please let us know if this would suffice. Unfortunately, we cannot offer more than this amount. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Best,

  Corporate

• Initial Complaint

  Date:11/02/2022

  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 made an online hotel reservation with Snap Travel. The advertised price was $310 when purchased. I never saw another price until after my trip, I had to go through a process of texts and emails to finally get a receipt with a total price. They added on about $76 in additional charges never described before purchase. There was an exorbitant amount assigned to tax, like $69, then $7 for a tip. I was never able to access an actual receipt with the total till after I returned from my trip. Their texts say you can click for a receipt but there's no price. When I did finally see a receipt, even then they had tried to block the prices with a cute FEEDBACK button. They are deceptive and abuse the internet with their poor business practices. I am asking for the additional $76 back.

  

  Business Response

  Date: 11/09/2022

  Hi *******,

  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.

  Please note that we do not have the ability to modify any reservations or change your research or the prices. All the prices and fees to be paid are listed accordingly and are shown prior, during and after the booking has been made. It is the guest's responsibility to make sure everything is reviewed accordingly before moving to the payment page and then finalizing the purchase.

  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.
  
  

  https://www.livesuper.com/legal#supertravel-1

  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

  We hope we were able to clarify. Thank you.

   

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18350286
  
  I am rejecting this response because:

  The company never provided cost figures in their receipts after purchase. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We understand your concern and appreciate your feedback. 

  We would like to point out that the total and the breakdown of nightly costs along with taxes and other fees or add ons paid to SuperTravel has been disclosed in the prebooking, booking and post booking process. This process is made sure to layout all the information needed by the customer before proceeding with the purchase/reservation. We provide all these information to be transparent, please do not that the booking process was made by yourself directly without intervention from our team. It is the customer's responsibility to review the data being provided prior to proceeding with the reservation. 

  We would also bring to your attention that the booking invoice was made available to you on the confirmation page. We also attached a copy for your reference.

   

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

   

  Best,
  Corporate

• Initial Complaint

  Date:10/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel with this business, I did it weeks before leaving out of town. Two nights before my scheduled flight they send me a email saying the room wasnt available and they are trying to get me another room. I said ok as long as I get a room. I was going back and forth with them, calling them in which they have a urgent team that you can never get on the phone you just have to leave a message with customer service and the urgent care team doesnt call you back they email ou. Same generic email. I just want you to know I am working on this case and will get back to you. Each time its a different person same generic response. Finally I said I want a refund here it is 2 weeks past I still have no refund. They are scammers and now they are telling me they need to confirm with the hotel that the booking wasnt secured. They know the violin wasnt secured and they are thieves. I checked with the hotel directly and they told me they have no reservation for me. Never book with these crooks.

  

  Business Response

  Date: 11/04/2022

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7287792 at the **************************** Collection .
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some 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.
  
  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 their efforts to resolve the situation, and we also have noticed that you have been refunded on October 30th, along with a 20% SuperTravel credits for the inconvenience.

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

• Initial Complaint

  Date:10/28/2022

  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 Oct 26th 2022 I stopped by *********** to stay the night and do a little Sight seeing the next day. I googled a place to stay and found to be what I thought was a good deal on Super Travel at the *************. I bought a stay for the night which was advertised as 61 per night for the dates of Oct 26 to 27th 2022. Upon check out The total came out to be $82. I drove to the hotel and started the check in process and upon checking in, the attendant proceeded to tell me that there would be an additional $20 fee. It didn't mention anything about any additional fees etc. I then asked for the receipt form the inn he had me sign and he refused, he told me he had no authorization from the company to give me a copy of that and that the company would provide me that information. I told the attendant of the hotel that he was wrong by charging double on the fee, he couldn't explain why he was charging that and he decided to lower the fee to $10. He hesitantly gave me my keys to the motel and upon entering the room had not been cleaned. I was in absolute disbelief. I reached out to customer service and they let me know that there was nothing they could do and had no control of how the inn operated it's business.I went back in to the office of the inn to check another room out. At that point he was very hostile and was irritated that I had pointed out that he was trying to charge me double since customer service had told me it was only ************************************************************** that it was on the website, I asked him to put it up so that I may see it for myself. It was only 10 dollars. I told him that was price gauging,he then proceeded to tell me that I was denied stay. I told the company that and they said there was nothing I could do and they would not be refunding my money even though I didn't cancel and was denied stay for pointing out his price gauging.

  

  Business Response

  Date: 11/04/2022

  Hi ******** ,
  
  Thank you for reaching out to us about your reservation B_7499367  at the *************.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel 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! 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, so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest 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.

   We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.

  Please note that our travel partner did include the room rate and hotel fees in their price. Snaptravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking.
  
  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 appreciate your patience.
  
  Regards,
  

• Initial Complaint

  Date:10/27/2022

  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 made a hotel reservation through SuperTravel and realized immediately I had booked the wrong dates (I booked for Oct 29 instead of Oct 22). SuperTravel told me to contact the hotel for help. The hotel told me to contact Expedia, since apparently SuperTravel booked through Expedia. Expedia needed my Expedia confirmation number, which only SuperTravel has. SuperTravel refused to give me this information. I dont know why. A SuperTravel agent did however commit to helping me amend or cancel my reservation, and told me a ticket had been filed with the amendments team. I reached back out the next day and was told there was no ticket filed and they couldnt help me. I replied to an email from a SuperTravel supervisor and got no response, and was told by a separate agent my case was closed. As a result of all this I had to make a completely separate booking with the hotel, am out $600, and the hotel has a reservation for the weekend no one will use.

  

  Business Response

  Date: 11/04/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_7423418 at the 25hours Hotel The Royal Bavarian.
  
  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,
  

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18324086

  I am rejecting this response because:
  

  SuperTravel assured me three weeks ago that they would work with their Amendments team to resolve this issue, and they blatantly did not do so. See attached. One chat agent says they filed a ticket with the Amendments team, and the next agent I spoke to the next day said no ticket had ever been filed. I was also told from a supervisor (email attached) that if the hotel agreed to an amendment, SuperTravel would accommodate it. I got this in writing from the hotel before my reservation dates (also in the email), sent it to SuperTravel, and they never responded.

  SuperTravel's response here is the same they've given me in the past. And, again, four days after their initial response via BBB, I haven't heard anything from the "Amendments Team." An agent told me I would get a refund (see attached) and that is what I am requesting here. 
  

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

  

  Business Response

  Date: 11/16/2022

  Hi *******,
  
  Thank you for reaching out to us again about your reservation B_7423418 at the ********************************.
  
  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund. We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.
  
  Regards,
  
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18324086
  
  I am rejecting this response because:

  
  Prior to the date of my reservation, I was told by SuperTravel that either I could be issued a refund or that the Amendments team would work with the hotel to change my reservation. In response to this, I got a letter then from the hotel approving a reservation change and emailed it to SuperTravel.

  But no one ever got back to me from SuperTravel, and my reservation dates have now passed.

  SuperTravel should honor its commitment and issue me a refund. There was an opportunity to work with the hotel to change my reservation but SuperTravel was unresponsive and now that time has passed. 

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

  

  Business Response

  Date: 12/03/2022

  Hi *******,

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund.
  We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:10/27/2022

  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 July 10,2022, I,*************************,booked hotel reservations thru Snaptravel for the Royal Sonesta for July 19-22,2022, in ***********, **. I had to prepay $556.97, confirmation number B_6393258. Booking was cancelled on July 11,2022 and was deemed fully refundable. Snaptravel refunded the $556.97 back to original source, debit card, but the bank refused refund. The bank said they have cap on refunds for certain businesses, i. e. car rentals and booking websites and hotels. So the refund was sent to my PayPal account in my name only. I receive email saying refund rejected by bank and sent to my PayPal. I accepted refund but when I tried to send refund amount to husbands debit card I accidentally sent it back to Snaptravel. I have contacted Snaptravel via texts, phone calls, and on their website. And Snaptravel will not refund my money back to me. Spoke to Snaptravel on August 25,2022, and they were refunding $556.97 back to his debit card in that same day. I even put Snaptravel on hold, called the bank to lift refund cap. ********** said it would show up in 3-5 business days. I called the bank in 8/30/2022 and 9/6/2022 and no refund deposited. I have contacted Snaptravel several more times with the promise that the refund will be made. As of today no refund to bank or to my PayPal account. I have lots of documentation and saved texts. I have even requested thru PayPal to Snaptravel to refund money back. So ********** tells me they wont send refund since I have requested thru PayPal to refund money back to PayPal. This was after the fact when PayPal said they would refund back to original source, my husbands debit card. They lied and have stolen our money. Can I file some sort of charges against **********?? Isnt this robbery?? Ive read numerous complaints on Snaptravel website very similar to my predicament. Snaptravel does not refund in a timely fashion. Yes it was my mistake and I brought to their attention but they still have our money. We want our money back

  

  Business Response

  Date: 10/27/2022

  Hi *******,

  Thank you for reaching out to us.

  We are reaching out to you, from Snaptravel Corporate team regarding your refund for reservation B_6393258. We wanted to let you know that we had issued the refund to your original payment method on 07/10/2022, nonetheless, the automatic refund had been declined by your card processor so we could only issue a manual refund.
  
  The payment was successfully issued via Paypal. However, there was a mistake and you had sent the amount back to us through Paypal. Please note, we have been able to successfully refund the full amount back to your original payment method. We have attached the refund receipt for your reference which has the *** that you can use to trace the payment through your bank.

  Regards,