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Super.com
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Important information

  • Customer Complaint:

    BBB’s file for Super.com was created in June 2018. A review of complaints was completed in February 2025. Complaints on file concern issues with reservation changes and subscription enrollment.


    BBB encourages consumers to review the company’s links below. For information about Super+ Membership, please review Super+ membership Terms, specifically Membership cancellations and Membership fees, Payment, and Renewal. For information about changes or cancellations to reservations and refunds, please review Super Travel Service Terms, specifically the changes or cancellations section.


    https://www.super.com/legal#superplus-1
    https://www.super.com/legal#supertravel-1


Complaints

Customer Complaints Summary

  • 2,209 total complaints in the last 3 years.
  • 1,175 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Having surgery today and they won't allow my 7yo daughter who is also a cancer patient and my wife which disabled so I booked them a hotel room With this company and wanting nothing to go wrong I paid using PayPal. When my wife arrived at the hotel they accused her of trying to commit fraud because of snap travel . I called snap travel and got a woman and all she did was read from a script word by word! I told her to call the hotel and tell them it was booked and was already paid for. She would not. Then I threatened to 3way the call with the hotel and them and me, thats when she got quiet and hung up. Don't know what scam is being played out but it's got to stop

    Business Response

    Date: 09/26/2022

    Hi there,

     

    Thank you for reaching out to us.
    We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:


    Order ID:
    Email used for the reservation:


    Hope to hear from you.
    Regards,
    Corporate

  • Initial Complaint

    Date:09/20/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Summary of fraud by Snap travel Booked a reservation for a 2 queen *** room (paid a premium over regular 1 king *** room) at ********** *********** ** for sep 17-sep 19 2022 ( 2 nights )Snap chat receipt clearly shows for 4 people. Screenshot of the reservation shows icon of 2 queen ***s with a premium over 1 king *** room.Upon arriving at the property the checkin agent says that the property does NOT/NEVER has had 2 queen *** rooms and gives me a 1 king *** room.So I had to book another room at another ******** property across the street. Attached 1. summary of fraud by snap travel 2. snap travel booking / invoice / voucher 3. snap travel agent emailed reply 4. alternate hotel booking made by me to accommodate my party.

    Business Response

    Date: 09/28/2022

    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.

    Customer Answer

    Date: 10/02/2022

     
    Complaint: 18051348

    I am rejecting this response because: The business did not contact me as they promised in the reply - plain and simple

    I am attaching the documents again for your convenience and adjudication. 


    Sincerely,

    ***********************************

    Business Response

    Date: 10/11/2022

    Hi ******** ,

     

    Thank you for reaching out to us and 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.

Super.com is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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