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:10/24/2022

  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 room through "SuperTravel" and they did not disclose prior to booking that there would be additional "resort fees" and a $50 pet fee. I contacted their "chat" service who was entirely unhelpful and continued to repeat the same things over and over again and tell me they are "sorry I feel this way". They insisted the "resort fees" were disclosed on the "about" page for the hotel despite the fact that I was looking at the page they referenced while we were chatting and there is no mention of any resort fee anywhere. They then told me that the resort fees were listed in my confirmation and this was "standard" for hotels to charge resort fees like it was something I should expect with every hotel booking. I told them that I did see the resort fee listed in the confirmation they sent, but my problem is that the resort fees and the a $50 pet fee were not disclosed prior to booking. If I had known that I would be charged $75 in resort and pet fees I would have jut stayed at a nicer hotel where these are included. I picked this hotel because of the price. In my confirmation it also says that I would NOT be charged any additional fees. In addition, the super travel website popped up during a search, they asked for my mobile number for a "deal" and when I put it in they sent me a booking link with a price. No where on this page did they disclose any additional fees. I believe their practices are illegal and deceptive and if you read other BBB complaints you will find more of the same. It's not that hard to be upfront with customers about pricing.In addition, when I checked into the hotel they said it shows I booked through Expedia (I did not), so beware that "Supertravel" is like a shady representative for Expedia. I will be filing a credit card dispute if this is not resolved immediately and if Supertravel would prefer to have their chargeback department deal with it, that is fine because I have the screenshots showing no mention of these fees.

  

  Business Response

  Date: 10/27/2022

  Hi,

  Thank you for reaching out to us regarding your reservation B_7479753.

  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. 

  We have enclosed screenshots of fee listed pre booking and post booking.

  Regards,

  Corporate
  
  

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18308454
  
  I am rejecting this response because:.  The resort fees WERE NOT disclosed prior to booking which is the entire reason I wrote this complaint.  The fact that you continue to allege they were is meaningless.  If they were disclosed I wouldn't have wasted more than an hour of my life dealing with this issue and trying to get you to make it right on principle. I have the screenshots which show that this was not disclosed anywhere on your site.  I looked it in detail. It is fraudulent to advertise a price for a hotel and then after a customer books the hotel at that price to then send them a confirmation which states the resort fees.  Between the resort fees and the pet fees the cost of my room was almost double the price you advertised and sold the room to me for.  Alleging "resort fees are customary" doesn't support your position.  I've stayed in many hotels that do not charge "resort fees".  This was a terrible 2 star holiday inn during the off season which offered no resort amenities, so the resort fee is a joke. However, whether or not resort fees are "customary" has nothing to do with this situation.  The fees were not disclosed prior to booking and there are many complaints which have been filed against your company for the exact same reason.   Many of the complaints you respond and say "we can no longer do anything because you filed a credit card dispute".  I gave you the opportunity to make this situation right by contacting your company directly for resolution.  When your bots gave me a line from your operations manual and refused to address my concerns, I filed this complaint. In response, I've received the same standard cut and paste response to both attempts to address this.  I will now go ahead and file the credit card dispute with my screenshots since you aren't willing to honor the price you sold the hotel room for. 

  At this point, this is not about the resort fee.  It's about warning other consumers about your fraudulent practices and hopefully if enough consumers complain about your fraudulent practices you will change them. Be honest and direct about the fees.  Disclose them upfront and not after booking.  It isn't that hard to be an ethical company.
  
  

  

  Business Response

  Date: 11/04/2022

  Hi ******,

   

  We are so sorry to hear you are not satisfied with our response. 

  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. SuperTravel 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. 

  We even included screenshots showing the same information as proof. 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 that might occur in the travel industry, that as a third-party we cannot control.

   

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

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18308454
  
  I am rejecting this response because:

   

  The fact that you assert "it is standard for hotels to charge guests resort fees" has absolutely no relevance to this complaint. My complaint isn't in reference to hotels in general or about the "deposit" you mentioned, it is very specific regarding your company and the fact that you did not disclose the fees prior to booking.  Your company sent me a text to book after I entered my phone number into your site.  There was no disclosure of the fees on the website or in the text link for booking.  You can continue to claim that there was, but there was not.  I have screenshots of exactly what was listed on my end and the fees were not there.  he screen shots you provided are general screen shots and are not what was presented when I booked.  I am a very busy person and I would not have taken the time to follow up on this with your customer service team or to file this complaint over this issue, but I feel your business is predatory and you have numerous other complaints which state the same issue. 

   

  You can continue to say the say the same things over and over again, but it does not change the fact that you did not disclose the fees for this hotel prior to booking.  You advertised one price and then when I arrived at the hotel I was charged additional fees which were almost as much as the nightly rate for the room.  It was a complete bait and switch, and I think everyone who considers booking with your site should understand your unscrupulous business tactics.  It's fine if there are additional fees, but these should all be presented at the time of booking so they are clear.

  In addition, immediately after I booked this room, I received a text from you company which specifically said I would not be charged any additional fees.  Other people also mention this in their complaints about your company.

   

  We are clearly not going to resolve this issue, because you refuse to take responsibility for your tactics.    You responded to a lot of other complaints by telling the customer that you could no longer engage with them since they filed a credit card dispute.  Well, I spent an hour dealing with your robot customer service and have given you multiple opportunities to fix the issue with me, but you do not.  This is a small amount of money and not at all the root of the problem.  The root of the problem is your lack of transparency and if you are not going to acknowledge or address this issue then there is nothing left to say on the matter.

  
  Sincerely,
  
  ******

  

  Business Response

  Date: 11/21/2022

  Hi ******,

   

  Thank you so much for the follow up.

  As previously mentioned, all details were disclosed prior to booking. If you would run the search for the same hotel and go to the "about" section of the hotel card you will for sure see that the extra fees and other information about the property is disclosed.

  We have attached a screenshot for the same search for your reference. This is just to let you know that we do not aim to mislead anyone and we are as transparent as we can be with whatever information is provided to us by the hotel and our travel partner.

  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:10/22/2022

  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.

  We booked a ***** hotel using Super travel (now Snap travel). When we arrived we were horrified to find out the hotel allowed smoking inside. We stayed the first night of our reservation then realized we could not stay the rest of the time due to the cigarette smoke effecting our daughter with a hx of asthma. I asked the hotel for a refund but was told to contact the third party we booked through. I asked Snap travel to credit us what we had paid to another ********* so we could be someplace smoke free for the safety of our daughter and they told just too bad, its not refundable. We had to pay out of pocket for another hotel just to ensure her safety. We didnt even ask for a refund, just that they move the credit to another hotel and they refused.

  

  Business Response

  Date: 10/26/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6412875 at the *************** & Casino.
  
  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!
  
  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, and so, please 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, please get the name and position of the staff that has accepted your request.
  
  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,
  Corporate

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18298366
  
  I am rejecting this response because: We DID reach out to the hotel directly and they told us because we booked third party, we had to go through you directly. We tried that to no avail so were forced to leave the hotel to protect our daughters health with no refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/04/2022

  Hi *******,

   

  We definitely understand your concern, and once again we are sorry to hear you are not happy with the result.

  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.

  Thank you!

• Initial Complaint

  Date:10/19/2022

  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.

  Booked a room at ******************** on ***************** in *******, ** for the evening of September 3/checking out on September 4, and specifically booked the "signature suite" to celebrate my anniversary with my wife. The room provided was not as advertised, including without limitation because a) the room provided had literal bunk beds, and b) other patrons had already accessed the room provided -- we literally walked in to find their property in the room, walked back out due to our discomfort staying in a room with others' luggage/keys present, and were in the hallway waiting on a call back from the remotely staffed hotel to explain when they returned to similar and uncomfortable confusion as to why we had a working room key to their room. Absent a satisfactory solution, we elected to return to our home in the suburbs and did not actually stay at the hotel at all.SnapTravel has refused to consider any of the above and is instead deferring to the reservation's cancellation policy, declining to refund our money because we did not cancel in advance. But we are not requesting cancellation -- we are requesting a refund because the accommodations were not made available as advertised. Notably, SnapTravel is even now still advertising a signature suite room more expensively than the ********************* rooms, despite plainly being made aware that the "signature suite" is a bait-and-switch.

  

  Business Response

  Date: 10/26/2022

  Hi ************;,
  
  
  We are sincerely sorry to hear that you had trouble with your reservation B_5220743 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!
  
  
  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, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  
  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: 10/27/2022

   
  Complaint: 18247467
  
  I am rejecting this response because: I understand that your position is that you are merely the 3d party booking site and otherwise just following the policies of the underlying hotel, but I reject the premise that you don't have the actual power to refund a charge relating to a misleading reservation that was never honored, just because the hotel is mislabeling it an untimely cancellation. You can certainly do that and then attempt to recoup from the hotel yourselves, you're simply choosing not to and leaving me holding the bag.

  While I of course have taken my concerns directly to hotel management as well (among other steps to dispute the charge), the hotel is not the only entity that could choose to make this right, and your failure to do so reflects on you too, no matter whether the hotel is the origin of the problem. If you don't want the hotel to impact your reputation as a 3d party vendor, then stop taking their business and continuing to advertise rooms for them while refusing to evaluate whether their accommodations are being offered in good faith and deferring to their position in any disputes. Otherwise, I can only agree with the portion of your response that acknowledges further action regarding this complaint will occur outside of this BBB process, and reject the remainder of your hollow response.

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

  

  Business Response

  Date: 11/04/2022

  Hi *******,

  We are sincerely sorry to hear that you had trouble with your reservation and that you are not satisfied with our actions. 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.Unfortunately, because we are a 3rd party website we would like to reiterate that we have to adhere with the policies governing each reservation. We do not have the ability to change or override decisions from the hotel or our travel partners.

  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.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18247467
  
  I am rejecting this response because: It is largely the same boilerplate response I already previously rejected for the reasons I already previously stated.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/19/2022

  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 reservation with super travel oct 4 for a Oct 20 check in and Oct 23 check out. My booking reference is b7325469. When I called the hotel to check my reservation, they informed me that i have no reservation there.I called supertravel and asked them to provide me with the hotel confirmation number so I confirm my reservation with the hotel. They told me that it could take 3-5 business days before the hotel see my reservation. I waiting 5 business days and checked with the hotel again and still they did not have my reservation. I contacted supertravel again and they informed me that the hotel will process the reservation closer to the check in date, to not worry, and that the reservation is 100% guaranteed.Its is now Oct 19, I check into the hotel tomorrow Oct 20, and still super travel, after contacting them today, does not have the hotel confirmation number and keeps saying that the hotel has not responded to their request. I have never experienced this type of reservation system before. Super travel states that they and their processes are different from the other third party sites, hence they cannot provide a hotel confirmation right away. But if they cannot provide a hotel confirmation the day before, it doesnt seem like the processes the customer centric and leaves the customer worrying if they will have accommodation at their destination. And if the reservation is guaranteed, and the the customer is left at the destination having to book last minute accommodation, the customer will most likely have to pay more money for last minute accommodation. It has not been a good experience so far.

  

  Business Response

  Date: 10/26/2022

  Hi *******

   

  Thank you for reaching out to us about your reservation B_7325469 at the ************************, A ***************** Hotel.

   

  We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_7325469 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN).
  It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible.
  
  
  This is just to explain that, unfortunately, as a third-party we cannot control some properties can only see it internally closer to check-in versus others that can see it on their system as soon as the reservation is done.

  In this case, your reservation was confirmed correctly and the hotel staff confirmed you checked-in with no issues.

  We hope we have clarified your doubts and concerns and and look forward to having the chance to serve you in the future.

  
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• Initial Complaint

  Date:10/18/2022

  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 purchased airline tickets for my parents to go on a trip and I request to cancel my trip the same day because I felt uncomfortable with the company after they requested a credit from parents, I told them I want to cancel my trip and they said they will penalize me 125 dollars for the cancelation and refund me the rest. That occurred on October 2nd that they agreed to refund me. It's been more than 2 weeks and have not seen a refund and they have stopped getting back to my Emails. I'll upload the communication I had with them

  

  Business Response

  Date: 10/24/2022

  We are sincerely sorry to hear that you had trouble with your reservation.
  
  
  As this case is about flights, we have escalated this matter to the Flights Support team, who will be reaching out to you as soon as possible.
  
  
  They are best equipped to answer your question about your flight reservation
  
  
  Thank you for your patience.

• Initial Complaint

  Date:10/14/2022

  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.

  Upon booking with snaptravel (SuperTravel) using a link for a ******** ( https://www.snaptravel.com/hotels/bjRKXqGM?address=None&checkin_at=2022-10-15&checkout_at=2022-10-16&num_adults=2&children=%5B%5D&utm_source=share&utm_campaign=hotel&utm_content=auth&user_locale=en-US&referral_code=MGQPPMZ), the booking info apparently changed to a completely different hotel (from a link we have never visited and we confirmed after checking our browsing history from the date of booking). Snaptravel uses SMS to finish the booking process and the links provided in SMS were not the same hotel. We did not notice the hotel was different until 2 days after the refund period closed. We called customer service and explained the situation and requested that they offer even a partial refund, accepting that we should have looked closer at the booking confirmation. My hope was that they would understand that they were partially responsible for the booking process changing the hotel mid booking process. 50% on us and 50% on them. They stood firm in their "policy" and refused to accept any fault at all.

  

  Business Response

  Date: 10/23/2022

  We are truly sorry to hear about your experience, however, we kindly ask you to provide the order ID and details of your booking so we can look into this further.
  
  
  Please also provide your email address used for the booking.
  
  
  Thank you for your cooperation.
  
  
  Tell us why here...

• Initial Complaint

  Date:10/12/2022

  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 2 ticket form my son and daughter from snap travel confirmation - ST470878 from September 27 2022 now we are October 11 /2022 I called them many times they stated that refund was send when i called my bank the refunds was never returned to my card that in *********** bank they only send me copy of avoid booking vault that mean nothing its its 15 days now they lie I need to take them to court if I have too they better return my money to my credit card that they used because I did not cancel the tickets they did they sated that airline flight is booked and the price change so they cancel in there part the tickets and told me they will send me the money I'm not going to give up its $1285.58 that my kids money they stealing from me not normal .they to cancel because the money still in the there account they never release my refund in my bank show outstanding .they better get ready for big law suit. Because will cause my kids **** cancelation to be in ***. its only money I have . this the email they send me below.Dear Traveler,Thank you very much for your booking. We regret to inform you that the airlines could not confirm your fare. The charge has already been refunded and will post back to your account soon.Were very sorry for any inconvenience this may cause. Please select another option from our website or click here to have an agent assist you.Warm Regards,Flight Support Desk Flight Guru Accreditations Copyright 2021 ****************** **** All Rights Reserved Privacy Policy Terms of Use

  

  Business Response

  Date: 10/18/2022

  Hi *****,

   

  We are sincerely sorry to hear that you had trouble with your reservation.
  
  
  As this review is about flights, we have escalated this matter to the Flights Support team, who will be reaching out to you as soon as possible.
  
  
  They are best equipped to answer your question about your flight reservation
  
  
  Thank you for your patience.

• Initial Complaint

  Date:10/11/2022

  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.

  Transaction Date 9/13/2022 $113.75 I was supposed to stay in a hotel on the night of 9/30/2022 and check out 10/1/2022 This dispute is due to SnapTravel refusing to refund the money that was stolen from me by them and the hotel. I booked a hotel room through SnapTravel and found out the hotel was a health hazard. They had broken furniture, the entire building stunk (could smell it from the outside), there was blood on the walls, the bathroom had mold on the ceiling. The floor was so dirty that your socks would turn black just walking on it. I refused to stay at this hotel with my wife and 2 children. That is a health hazard and is not acceptable. I contacted the hotel, the hotel told me to contact ********** for the refund. SnapTravel told me to contact the hotel for the refund. I have still not received a refund. I have filed a dispute with paypal and my credit card company to get my money back. SnapTravel online chat told me multiple times that ****** took the money from the snaptravel bank and that there was nothing they could do and to contact paypal. I have been all over the world trying to get this resolve and to get my $113.75 refunded but now I am having to file a BBB complaint because SnapTravel refuses to refund my money. Just unacceptable. Booking confirmation is B_7106128, hotel is the ******************************* in ********************.Here is a link to some of the horror stories for the hotel, I was just another one of the many -> https://bit.ly/3eq2vfm

  

  Business Response

  Date: 10/18/2022

  Hi *****,
  
  We are sincerely sorry to hear that you had trouble with your reservation B_7106128 at the ****************************** & Convention Center.

   

  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!
  
  
  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, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

  In this instance, nonetheless, 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: 10/18/2022

   
  Complaint: 18201229
  
  I am rejecting this response because:

   

  I want a refund on this hotel booking ASAP. I am not going back to the hotel to get documentation on this. This is between you and the *********** me a refund. I have used your service multiple times in the past and it's not acceptable to make me go thru this process when the hotel was unfit to start at!  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2022

  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!

   

  AS informed before, all communication regarding this case must be done via chargeback mediation.

   

  From now on,  any resolution or updates must continue through your financial institution. 
  
  We apologize for the inconvenience.

   

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18201229
  
  I am rejecting this response because:

   

  Hotel is refusing a refund and will not work with me on this issue and I paid your company, not the hotel.  You refund and then you deal with the hotel directly. I paid you not the hotel. I have used your service many times in the past but never again!  Please give me a refund ASAP!

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

• Initial Complaint

  Date:10/10/2022

  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 drove in from ******** and I made an reservation for Oct 8th-9th. Immediately after I made the reservation I received and email from snap travel stating that the hotel was overbooked. When I went to the hotel to check in, somehow magically, the representative said that the booking was made for Oct *****th which I know for a fact was not the case because I know I wasnt going to be in the ************** on those days. They told me I wasnt eligible for refund for I dont know what reason. This is unacceptable. Who may I talk to to get this issue resolved.

  

  Business Response

  Date: 10/18/2022

  We are truly sorry that you had trouble with your reservation B_7359671 ate the ******************************************************.

  
  Please note that we do not have the ability to modify any reservations or change your research.

  
  Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

  As you can see from the confirmation email and the purchase invoice the reservation was made for October 10th 2022. In fact hotel staff *****, Front Desk has confirmed that the reservation was well confirmed in the appropriate date that for when it was booked. No refunds were approved by the property.

  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
  

  
  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, 

  Corporate
  
  
  
  
  

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair 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 January 15, 2022, I booked two rooms with snap travel at *********************** in Waikiki from February 2 to the 8th. One reservation was under my name ******************* and my disabled father, and the other was for my brother and his family under ****** *****. Due to delays in the flight leaving from ******* to ***********, we could not make our connecting flight to ****** and could not keep our reservation at the hotel. I contacted Snaptravel to tell them about our situation, and they stated that our reservations were still active and we could go to the hotel when we arrived on February 3, 2022. However, when we landed in ******, and I called the hotel, they told me that my reservation was canceled and I had to make new reservations using a different credit card. I contacted snap to travel to explain the situation, but they stated they couldn't do anything to help. I made new reservations at the hotel and filed a dispute with Citibank since I had not used snaptravel's services. I was given information by *********************** that my reservation with Snaptravel was canceled, and I was charged for one night and taxes. The remainder of the money was refunded to Snaptravel. Furthermore, I received documentation from Citibank stating that they sided with snap travel over the dispute based on false information they received from Snaptravel. I emailed Snaptravel explaining the situation, but I was told that because I filed a chargeback, I would not receive a refund from them each time. At this time, Snap travel received $3959.96 from Citibank and about $3500 from *********************** for services we didn't use. I have emails that I sent to snap trip to explain the situation, and they have blatantly lied about the refunds.

  

  Business Response

  Date: 10/14/2022

  Hi,
   
  Thank you for reaching out to us about your reservations B_4995215 and B_4995194.
  
  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,
  Corporate
  
  

  Customer Answer

  Date: 10/18/2022

  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 request that they provide a name of a supervisor that works in their charge back division so that I have a contact name and also request that they contact Citibank to start the mediation process since Citibank insists they cant do anything since the money has already been given back to snap travel. 
  Sincerely,
  
  *******************