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:10/06/2022

  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.