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:10/10/2022

  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.

  I was charged the wrong amount for my reservation. see enclosed (I was quoted $138.75 and charged $142.5. I already contacted the hotel and snaptravel without any answer

  

  Business Response

  Date: 10/14/2022

  Hi ******,

  
  Thank you for reaching out. 

  Please note that the rates you see online might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable.
  
  In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations.
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18191238
  
  I am rejecting this response because: as you Can see in the screenshot, my booking included taxes. I booked the htel at a rate (again look at my confirmation email screenshot) and I was charged a different Price by the htel.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/23/2022

  Hi,
  
  
  Thank you for reaching out to us about your reservation B_7258801 at the ***************.

  For context, our hotel rooms are sourced from different partners including Expedia, Booking and Hotels.com to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  
  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, even though the hotel might provide you with a folio so you have a record of services provided, the invoice you received at the time of booking is the correct documentation for the breakdown of the charges of your purchase.
  
  
  The price on the folio is not the retail price for the customer but rather what the hotel negotiates with our travel suppliers. They add their fees to us and we add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around saving you money on hotels so that you can spend more on the rest of your trip!
  
  
  For more information please check this link:
  https://help.livesuper.com/support/solutions/articles/48001209671-how-can-supertravel-offer-such-great-deals-

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18191238
  
  I am rejecting this response because: I was charged the full price of the hotel and not the price shown of my reservation confirmation
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/09/2022

  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 already have a complaint with number ******** since **** and didn't receive any feedback yet, could you please push it as my plan should be next month so don't need any hustle there

  

  Business Response

  Date: 10/13/2022

  Hi ****,

  Thank you for reaching out.

  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_7004350 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 we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, that as a third-party we cannot control some properties can only see it closer to check-in versus others that can provide their HCN weeks in advance.

  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.

• Initial Complaint

  Date:10/06/2022

  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 had stayed in a hotel at embassy suites I was given a refund for my inconvenience they sent the refund to them and they are stating they have me my money I never received my refund I been trying to resolve this since august no resolution and my bank denied my claim I need my funds back

  

  Business Response

  Date: 10/13/2022

  Hi ****** ,
  
  Thank you for reaching out to us about your reservation B_6884768 at the ************************************************* Conv CTR.

  
  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 our team was able to coordinate with the hotel and they have mentioned that you have been refunded by them directly since they have charged our card for your reservation. You may want to coordinate with the hotel and your bank directly in this regard.

  We hope we were able to clarify. Thank you!

• Initial Complaint

  Date:10/03/2022

  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 booked a hotel stay with them and then received a charge on my card for $100 more than the booking price I agreed to pay. When reaching out to customer service I was told that the place charges a resort fee, but my confirmation email stated "We do not charge any booking fees. However, the Abode ******* - Montrose Downtown charges the following fees that are payable directly to the hotel upon checkin: $85.00 for the stay". The timing of the charge and the amount of the charge do not line up with what customer support told me so I am currently disputing the charge with my bank. I then went to cancel the reservation because my travel plans changed and they told me that my reservation was "non-amendable" and therefore includes changing dates, receiving a refund, and even cancelling it. I told them I was aware that I couldn't get a refund but wanted to cancel so that someone else could reserve it and actually stay in the room. I was given the same pre-typed out answer, which was the "non-amendable" excuse. This was also my second time speaking to a support agent via chat because the agent prior to that auto-replied as me saying something along the lines of "Oh, I see.." and then the agent immediately closed the case before I could tell them that I didn't send that message. The customer service for this company is basically non-existent and even went as far as responding to the agent as if it were coming from me in order to end communication with me.

  

  Business Response

  Date: 10/11/2022

  Hi ******* ,

  Thank you so much for reaching out. 

  
  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 apologize for the inconvenience, it appears our team has already provided assistance with your concern and provided you with a full refund along with SuperTravel credits as compensation. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:10/03/2022

  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.

  Fraudulent/deceptive practices by reservationstays.com dba snaptravel.com / supertravel.com Today, Oct 3 2022, we were online and tricked into booking a ************** stay via 'ghost' website provided by "reservationstays.com", whose service is in fact run by supertravel.com. When we chose the 'date of hotel stay' and clicked 'complete transaction' we discovered their website had not updated the stay date and used today's date instead. No way to cancel/modify and many hours spent tracking down "customer service" in *********** who would only read back a regressive T&A. The fact that correct stay date was entered online yet 'supertravel' website erroneously used current date, constitutes fraud. That customer service is hidden, via multiple 'shell companies', and ultimately unresponsive, is evidence of a deliberate and criminal intent. email sent this morning:From: ********************* <*******************************>Subject: URGENT ACTION REQUIRED: ERRONEOUS BOOKING!!Date: October 3, 2022 at 8:06:57 AM GMT-5 To: **************************** Hello -We made an online booking this morning using your reservationstays.com website. However, despite entering the CORRECT date for the hotel stay required (28 Oct), your website WRONGLY used todays date (3 Oct) instead. ->> This is en erroneous/incorrect/wrong booking. And, this was not our error, it was yours. Due to this mistake we demand you stop charges at once as the erroneous booking overrides any putative terms or conditions.Please repspond at once lest we instigate legal actions pursuant to potentially criminal fraud. Thank you for your swift attention to this matter.Regards,********************* ********************* US: ***************

  

  Business Response

  Date: 10/11/2022

  Hi Herb,

  
  Thank you for reaching out. Please note that we are a legitimate company and did not intend to mislead anyone.

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

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

  
  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.

  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.

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18158957
  
  I am rejecting this response because: it is the same circular nonsense suggested in the first instance, I.e., we are sorry we cannot accommodate your request.  We entered the correct date on your website, your website ignored that input, and erroneously used the current date. It is unacceptable to suggest that confirming the purchase based on the information entered results in an incorrect booking due to your systems error. Shame on you. And shame on you claiming a complete inability to correct for this. And shame on your deceptive ghosting hotel website and sham customer service. Your business is absolutely a scam in every sense of the term. Disgraceful!!
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/24/2022

  We are sincerely sorry to hear that you had trouble with your reservation.
  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  
  We apologize for the inconvenience.

• Initial Complaint

  Date:09/25/2022

  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.

  SuperTravel has refused to help me with the room I booked for September *****. I've reached out thru there text messaging support and still don't have the room I booked. I received numerous calls and texts saying they made the changes by contacting the hotel. I booked a Pool Side CAbana 2 queen room and received there basic cheapest room. I appreciate any help with this matter.

  

  Business Response

  Date: 10/05/2022

  Hi there,
  
  I hope all is well. I am sorry for the confusion of your room but no worries, I am here to help. Glad to help! We appreciate your time in bringing this matter to our attention. 
  
  As I can see the description of your room is Deluxe Poolside Cabana, 2 Queens, Non-Smoking - Double "room only". The room that you booked with us depends on the availability it's either 2 queen or 2 Double beds but they are both Deluxe Poolside Cabana. Also, if you will check the description is Deluxe Poolside Cabana, 2 Queens, Non-Smoking - Double. The reason why there is (- Double on the description) is that it depends on the availability. It's either 2 queen or 2 beds.
  
  Hotel allowed you to be at 2 double beds. I am sincerely sorry that is not what you expected. If you need some sort of assistance, feel free to reach out to us and we will be happy to assist.
  
  Thank you.
  
  Best regards,
  

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18127476
  
  I am rejecting this response because:
  

  The issue wasn't regarding the bed size the issue was no poolside cabana room was issued but a basic room with no poolside cabana.  They keep avoiding the issue here.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/11/2022

  Hi ******,

  
  Thank you so much for patiently waiting and we apologize for the inconvenience.

  Please note that our team was able to coordinate with the hotel and they have confirmed with us you were assigned to a Deluxe Poolside Cabana and that you were able to use the reservation.

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

• Initial Complaint

  Date:09/25/2022

  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.

  Due to an upcoming hurricane, ******* has been put into a state of emergency. Due to this I decided to cancel my booking for this upcoming Friday out of safety. When contacting snaptravel the agents did their jobs and directed me to the right people, however I was told by a supervisor that I would have to receive a statement directly from the hotel allowing me to cancel my reservation. Come to find out when I contacted the hotel directly that my reservation did not exist and if I had gone to my supposed booking I would've been denied entry into the hotel and I would've lost the money I spent for a booking that did not exist. This is unacceptable. The entire purpose of this company is to create and manage bookings and they failed to not only to that but to be entirely inflexible to an official state of emergency.

  

  Business Response

  Date: 10/05/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6592254.
  
  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.
  
  In this case the the booking was cancelled and a full refund was processed back to the original mode of payment. It usually takes 3-5 business days for it to reflect
  
  Thanks for your patience!
  
  Regards, 
  

  Customer Answer

  Date: 10/05/2022

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/25/2022

  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 reserved a hotel in ****** through (snaptravel) website, my accomodation will be from 12th of nov till 27th 2022, they deducted the amount and send me a booking number on mail and what's app, i tried to refer back to the hotel to confirm it, they denied the reservation and insisted that they don't deal with this website and it's fake one, now I can't confirm the reservation, can't get back my money and have nothing to reserve another hotel, i sent back to the website many times with nothing from their side and don't know how to solve the issue till now

  

  Business Response

  Date: 09/29/2022

  Hi ****,
  

  
  Thank you for reaching out to us about your reservation B_7004350 at the *****************.
  We can assure you that we are a legitimate company. We've been featured in the *********************************************, Conde Nast Traveler and dozens of other press outlets.
  
  Our hotel rooms are sourced from different partners including Priceline, Booking, Hotels.com, etc... to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  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.
  

  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_7004350 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.

   

  Our Amendments team is currently reaching out to the accommodation on your behalf to request an exception to be made. They will follow up with you as soon as possible.

• Initial Complaint

  Date:09/25/2022

  Type:Customer Service 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 couple hours ago. My reservation id is *********. I noticed after completing the reservation that I had the wrong date. When contacting back customer service, they are telling that there isn't anything that can't do about it. I would think that they do care about their customers and errors do happen, I wish they would do something differently.

  

  Business Response

  Date: 09/29/2022

  Hi,
  
  Thank you for reaching out to us about your reservation .B_7231278 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, and so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the 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.
  
  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,
  Corporate

• Initial Complaint

  Date:09/21/2022

  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 an online reservation at snaptravel.com for an overwater bungalow hotel room at *********************************** (address: ***********************) and paid USD ******. Snap Travel's customer service phone number is **************. My booking Confirmation Number is B_6334774. My booking reservation shows that it is an overwater bungalow and Snaptravel Helpdesk confirmed my booking is an overwater bungalow on 7/13/2022. However, when I arrived at the hotel on August 2, 2022, I received a garden bungalow instead. Hotel refused to let me cancel the room because it is too late to cancel on arrival day. My complain is, I paid for an overwater bungalow for $****** but received a garden bungalow instead. I request the hotel to refund $****** to my credit card for the scam and fraud.

  

  Business Response

  Date: 09/21/2022

  This is not my company.   The complaint all the corresponding evidence if for SNAP TRAVEL not my company It's a Snap Travel.   I have a very small agency in ********* called It's a Snap Travel.   Thankfully SNAP TRAVEL is changing their name to SUPER TRAVEL and hopefully these types of mistakes will not happen often.    But, unfortunately with the name change anyone that thinks they booked with SNAP TRAVEL will only find my listing. 

   

  I ask the customer to remove this from my small business as it hurts my overall rating and actually leave the review at the correct company - https://www.bbb.org/**/**/*************/profile/hotel-reservation/supertravel-1116-881071

  

  Business Response

  Date: 09/29/2022

  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.