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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

  • 2,313 total complaints in the last 3 years.
  • 1,272 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2022

    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.
    B_7784049 SnapTravel refuses to provide a hotel confirmation code and the hotel has no record of my reservation.

    Business Response

    Date: 12/12/2022

    Hi **** ,

    Thank you for reaching out with regards to your booking B_7784049 at **********************************************.

    Since the booking was recently made when you reached out it was explained by our team that it would usually take a few hours for the reservation to show ** in the hotel's system. Later on 2 of the team supervisors have reached out to you to provide the hotel confirmation number wherein you were able to use the reservation you booked through us. 

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

    Best Regards,

     

    Customer Answer

    Date: 12/12/2022

     
    Complaint: 18527382

    I am rejecting this response because:

    Sincerely,

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

    Customer Answer

    Date: 12/21/2022

    Not helpful 

    Business Response

    Date: 12/23/2022

    Hi ****,

    Thank you for reaching out about your reservation B_7784049 at **********************************************.

    It appears that our team was able to confirm your reservation and provided you with the hotel confirmation number on December 5th. An email has been sent out to you with hotel confirmation number 90000126. This came from ******, the front desk officer who confirmed your reservation.

    We appreciate your patience, and we apologize for any inconvenience caused. Thank you and Happy Holidays!

    Customer Answer

    Date: 12/23/2022

     
    Complaint: 18527382

    I am rejecting this response because:

    Sincerely,

    *******************************
  • Initial Complaint

    Date:12/05/2022

    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.
    Confirmation number is B_772861 Hello my name is ********* and I had book reservations through super travel for my fianc Eimad alammarei for his business travel to south band ****** at Comfort ************ *********-South band he gets there to check in and the hotel tells him the card declined for this reservation and they cant do anything about it because its a third party so he gave his credit card to do new reservation and different total amount and when super travel contact the manager ***** and told them the first card it was declined but the second card for the second reservation went through and I went back to the manager and told me this so now I will go back to the hotel and get a written letter saying I didnt stay there at all and never used the reservation I had paid for through super travel Do you understand my situation the hotel is saying my card declined and cant give me any refund because you are a third party and the manager spoke to you and told you the card declined I need my refund because you took my money and saying card declined I understand its not refundable but you took my money and I traveled all the way from ******* to south band and I get there and I couldnt use my reservation as well I will be reporting this business to better business bureau for further investigation

    Business Response

    Date: 12/12/2022

    Hi ***,

    Thank you for reaching out to us about your reservation B_7728611 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. Please note that our team was able to speak with the property manager who confirmed there was no issue with the payment we provided them.

    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:12/04/2022

    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.
    There f***** crooks just look at the daily complaints

    Business Response

    Date: 12/12/2022

    Hi **********,

    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,
  • Initial Complaint

    Date:12/04/2022

    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.
    First of on there website when viewing any of the products they never tell where the product is made from. I was look for a cup warmer found one I liked purchased it for $15 after using a promo code. It was originally $45. After receiving the warmer in the mail it was completely the wrong item not what was advertised online. The picture was completely different. The warmer that came had ******* written all over the box and warmer was in *******. What the website pictured was English writing and instructions. In big bold letters Made in ***** on box. No mention on website it was made in *****! I contacted super shop customer service filled out a refund form and sent in pictures. They wrote me letter explaining they are investigating my problem. I waited 3 days and they wrote back again said still looking at my order. I asked when I would get my refund. It's been 7 days and haven't heard back!On there website they guarantee 30 days money back! Obviously this is not true. This company is not legitimate. They promise one thing but don't follow through with it!

    Business Response

    Date: 12/05/2022

    Hello *****!

    We appreciate you letting us know about your experience as we strive to ensure every customer is satisfied with our business, and we are truly sorry for any inconvenience caused.

    Please note that a full refund has been issued today and it typically takes 3 to 5 business days be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.

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

    Customer Answer

    Date: 12/06/2022

    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:12/03/2022

    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.
    Purchased a Hotel Reservation for my upcoming travel, I've confirmed with the Hotel that there is no reservation. I contacted Super Travel who is known to leave people stranded they are advising me to wait. I paid for a booking and they have not booked the room. I would like them to book the room ASAP before the ********** full. Confirmation Number: B_7766413

    Business Response

    Date: 12/08/2022

    Hi *****,

    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_7766413 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.

    Thank you for your patience.

  • Initial Complaint

    Date:11/28/2022

    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.
    I booked a hotel then later canceled which they only offer a credit on file. Ever since Ive been trying to book a hotel in different states but none of the hotels work. It will not let me use the credit on file. This company is a total scam and I need a refund

    Business Response

    Date: 12/07/2022

    Hi ********,

    Thank you for reaching out to us with issues regarding your credits.

    We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that was the choice you had selected.

    In regards to promotional credits, please note that for some of them you might be able to use up to 10% of the cost of your reservation. But if you were rather using credits after a cancellation of a previous reservation in which you chose to receive the amount in credits, that amount is uncapped and you can use all the amount of your balance. Each promotion has different eligibility requirements and different expiration.

    We hope we were able to clarify.

    Customer Answer

    Date: 12/07/2022

     
    Complaint: 18469058

    I am rejecting this response because: Your credits do not work on any hotels on your website. Ive tried a many different hotels just to see if Im able to use it however I cannot which tells me your website is a scam. Nowhere in your policy states that your credit will not be eligible on ALL hotels. I already disputed with my credit card company. 

    Sincerely,

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

    Business Response

    Date: 12/12/2022

    Hi Ms. ****************** apologize for the inconvenience. 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 you may try to book a hotel again using your credits, it appears there was an issue prior but our team was able to fix the concern. We appreciate your patience and understanding all throughout.

    Best,

    Customer Answer

    Date: 12/21/2022

     
    Complaint: 18469058

    I am rejecting this response because:

    I got an email response you will be issuing a refund, please are attachments. I opened a dispute with my bank already prior to the email so please respond you will be issuing a refund to close the claim  


    Sincerely,

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

  • Initial Complaint

    Date:11/27/2022

    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.
    I booked a hotel room from snaptravel at the holiday inn express sunsetpark brooklyn ** 833 39 street bklyn ** booking number B_7060958 when I arrived the booking was not there. Holiday worker said they did not have any vacancy they were fully booked. The voucher was not in there system we called several times snaptravel said they would call back to me and the front desk. We waited several hours no call back we kept trying to call to no prevail it was after 4am when I was forced to call a cab and find another hotel. Snaptravel overbooked but did not return my money. I then was out of more money for the cab and had to pay more at the next hotel last minute check in which was as only a couple hours because I checked in after 5am. I want my money back and people to know they are scammers.

    Business Response

    Date: 12/06/2022

    Hi,
     
    Thank you for reaching out to us about your reservation B_7473073.

    We have already responded to your other complaint.

    Regards,

    Customer Answer

    Date: 12/06/2022

     
    Complaint: 18467227

    I am rejecting this response because: no you did not give me my money.

    Sincerely,

    ***********

    Business Response

    Date: 12/12/2022

    Hi Le,

     

    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: 12/12/2022

     
    Complaint: 18467227

    I am rejecting this response because: super travel has not and will not cooperate has not provided info or returned money

    Sincerely,

    ***********
  • Initial Complaint

    Date:11/19/2022

    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.
    This is for a hotel booking I made in June for an August stay. The reservation was completed, Snaptravel never finalized a reservation with the hotel, never provided them my details and never paid the hotel. Booking is : Confirmation Number: B_6157979 Short details I made a reservation in June on Snaptravel.com and paid them directly for an August stay at The ************* in ******* We arrived to the hotel and they did not have anything from Snaptravel (reservation or any payment)We spent 3 hours in the lobby on the phone with Snap and the hotel. Hotel said they would work it out with Snap and took my confirmation Due to the extreme challenges hotel waived fee Hotel was NEVER paid and NEVER recieved a reservation from Snaptravel Snaptravel has held onto the money, refuses to refund me or pay hotel I have multiple emails from the hotel confirming this as well as advising then wishing me luck getting a refund from Snap who effectively stole money.

    Business Response

    Date: 11/29/2022

    Hi

    Thank you for reaching out to us about your reservation B_6157979.

    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 this reservation was cancelled the day it was booked and a full refund was processed back to your account.

    Thanks for your patience!

    Regards, 


    Customer Answer

    Date: 11/29/2022

     
    Complaint: 18440206

    I am rejecting this response because:

     

    Thank you, that is correct that that was cancelled and refunded. However the rebooking, Reservation B_6167987 was booked to replace it, the hotel never received the rebooking. This was the issue. I paid Snaptravel to book this, Snaptravel did not book it, did not pay hotel.  

     

    Maybe this was the confusion with Snaptravel? As the hotel indicated there was no booking and no charge, would you please process this refund (as you did not confirm this or pay hotel) as the hotel has suggested. 

     

    Booking Successful!
    Confirmation Number:
    B_6167987
    Live life on your terms! Get started with SuperCash
    SuperCash Perks:
    check
    No credit check or income requirements
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    SuperCash Platinum Mastercard
    check
    No membership fee & no hidden fees
    check
    10% cashback* on all hotel bookings on SuperTravel
    check
    5% cashback on products from 500+ major brands like Apple & ***** sold through SuperShop
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    2% cashback on everyday purchases wherever Mastercard is accepted (online and in-store)
    GET STARTED
    *Terms Apply


    *********************
    Hotel Stars:
    starstarstar
    hotel
    Book Again
    share
    Share Hotel

    Room Only
    Room:
    Classic Room
    Phone:
    **************
    Address:
    33 ************, *******


    Check-In:
    Aug
    13
    3PM
    on Sat.
    Check-Out:
    Aug
    15
    11AM
    on Mon.
    2 Nights, 2 Guests
    Primary Guest:
    *****************
    Review the terms and conditions of this booking.



















    Cancellation Policy:
    Learn more
    Refundable until Aug 09, 2022

     



    Sincerely,

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

    Business Response

    Date: 12/06/2022

    Hi,
     
    Thank you for reaching out to us about your reservation B_6167987.

    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,

    Customer Answer

    Date: 12/07/2022

    Better Business Bureau:

    They offered a full refund in reference to complaint ID ********, with that, all is well. 

    Sincerely,

    *****************
  • Initial Complaint

    Date:11/18/2022

    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 11/5/22 I booked a hotel through this shady company. I did not stay at the hotel due to drug activity and bed bugs. Super travel wouldnt let me cancel so I left the hotel for my safety. I called my bank and the hotel to dispute the changes. The hotel is willing to give me a full refund but needs this company to send over the paper work to submit a refund and this company refuses to send over the paper work and keeps stating that its non refundable. SHADY COMPANY DO NOT DO BUSINESS WITH THEM. I will be calling my bank again to dispute this company and if I have to get a lawyer I will.

    Business Response

    Date: 11/23/2022

    Hi ******,

    Thank you for reaching out to us about your reservation B_7566920  at the ****************************.

    We are sorry for the inconvenience and we appreciate your patience and time spent explaining your concerns with this reservation.

    Even though you had booked a non-refundable, in this instance our Amendments was able to get an exception accepted by the accommodation. You can expect to see that back on your card in the next 2-3 business days, depending on how fast your bank is to process. Thanks for your patience!

    Regards,
    Corporate
  • 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

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