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:12/18/2022

  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.

  Booked through Snap travel for stay in ******** ********, August 1st to August 4th 2022.Hometown Studios was atrocious. Stunk of smoke, things were broken in rooms etc. After checking out rooms, we said we could not stay there. Hometown Studios nor Snap travel said they would give us our money back. Have written both companies with no acceptable closure. Need refund for total nights build and not stayed.

  

  Business Response

  Date: 12/20/2022

  Hi *********,
  
  
  Thank you for reaching out to us about your reservation B_6400073 at the HomeTowne Studios By *************** - Lakewood West.
  
  
  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.

   

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

• Initial Complaint

  Date:12/18/2022

  Type:Delivery 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.

  I placed an order with this company on 11/28 and the order was confirmed. I received a notification saying the item shipped on 11/29. However, the item never actually shipped. Per the below tracking info, a pre shipment info was sent to **** but **** still has not received the package from the store. I have reached out to the store on multiple occasions and they have not provided any updates or resolution. I requested a refund and have not been able to get a response from this store.

  

  Business Response

  Date: 12/19/2022

  Hello ******,

  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business and we deeply apologize for any way in which we may have inconvenienced you. Please note that a full refund has been issued for your order ********* 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.

  Please don't hesitate to reach out to our support directly if you need further assistance.

  Customer Answer

  Date: 12/19/2022

  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:12/17/2022

  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 with SuperTravel for a Sunday night (12/18). I found in the confirmation email that the dates had been changed by their website after I had repeatedly ensured they were correct meaning I was now booked for Monday (12/19). I contacted their customer support who were absolutely useless, and just kept saying that the room was not able to be changed or refunded. After contacting the hotel directly I was told that SuperTravel is actually just booking through Expedia, and does not actually book themselves. In addition I was told SuperTravel CAN refund the money. I am now having to go through my bank to get my money back. This is beyond frustrating and a total scam of a website. $20 cheaper is not worth the headache of this terrible website and customer service.

  

  Business Response

  Date: 12/19/2022

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_7869183 at the ******************************************************.

   

  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.
  

  For context, our hotel rooms are sourced from different partners including Priceline, Booking, Hotels.com, etc...  as well as wholesalers, 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 information is public and available on our site and app:

  https://help.super.com/support/solutions/articles/48001209670-how-do-i-know-supertravel-will-get-me-the-best-deal-

   

  Furthermore, 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.Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.
  
  

  It is noted that you were fully refunded as per hotel approval.
  
  

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

   

  Regards, 

  Corporate
  
  

• Initial Complaint

  Date:12/14/2022

  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.

  This is for a hotel booking I made on September 9, 2022, 920 PM for a September ***** stay. Apparently, Snaptravel never finalized a reservation with the hotel and never provided them with my details. Booking Confirmation Number: B_7071524 and the hotel confirmation number *************. I googled a hotel in *************, **., and when the choices generated Snaptravel had the best price for where we wanted to stay (************************). We took a late flight and arrived at the hotel at 9:54 PM. The office door was locked and the lights were off. There was a note on the door to call for emergencies: ************. The female who answered asked for my name. She then said that there was no record of any reservation with my name. I gave her the reservation number but she said they did not have any reservation for us. I even tried the booking number but that didn't work either. Basically they did not have anything from Snaptravel (reservation or payment). Snapbtravel(Now Super Travel) emailed me some paperwork (which I can provide to you) but none of it had any way to get back in touch with them. I'm 75 years old and out $405.00 and want a refund.

  

  Business Response

  Date: 12/14/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_7071524  at the ************************ .
  
  
  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. Upon further review, our team was able to get in touch with the property and yourself and was able to confirm that your reservation was indeed showing up at the property. They have also informed our team you did not show up at the time of check in which have been communicated with you via phone call.

  In addition, 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: 12/15/2022

   
  Complaint: 18571153
  
  I am rejecting this response because: We ABSOLUTELY showed up at the hotel.  The problem is that Snap Travel did not mention that check in time was only between 4 and 5 PM.

  The checking times for ************************ are between 4:00 PM and 5:00 PM. The minimum age to check-in is 25.   I am attaching a copy of the Silver Seas website pages.  Please see the sentence outlined in yellow.  Had Snap informed us that check it was only between 4 and 5 PM we absolutely would not have booked knowing our flight was landing after 5PM.  They refused to honor the chargeback which would have been the right thing to do since the front desk was not manned and the door was locked.  If I wasn't at the hotel how did I get the phone number off of the door?  My wife wanted to stay there because it was directly across the street from the beach. They totally ruined our ************* vacation.  PLEASE SEE PAGE 4 OF THE ATTACHMENT.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/22/2022

  Hi,

   

  We are sincerely sorry to hear that you had trouble with your reservation, nonetheless please note that the accommodation does not have just one hour available for the check-in.

   

  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. 
  *******************************

  
  Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies.

   

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund as you were marked as a No Show.
  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. This needs to be provided via your chargeback dispute as it needs to be mediated
  

  
  We apologize for the inconvenience.

  Customer Answer

  Date: 12/24/2022

   
  Complaint: 18571153
  
  I am rejecting this response because: You are lying.  I spoke with the management at the Silver Seas and they confirmed that they did NOT receive any funds from you.  I also did some research and know that this is how you do business.  Well you ripped off the wrong person.  All of your information is being forwarded to some of my former co-workers at the FBI.  I'm also contacting the Attorney general's office, and ALL  the credit card companies DEMANDING THAT THEY CANCEL YOUR MERCHANT ACCOUNT.  You see I have enough proof from Snaptravel.com - Victims of the scam Snaptravel on ******** to prove that you have stolen from at least 516 people.  I'm retired and have nothing but time on my hands to burn ***************** and **************************  I want me money back AND I WILL CONTINUE TO PUT PRESSURE ON MY GOVERNMENT FRIENDS TO CHARGE YOU 2.  YOU ARE BOTH CRIMINALS BUT WILL PAY.  My mission will end as soon as I'm refunded.  Next step is filing with the *** ************************** to have your merchant accounts suspended.  Want me to stop?  REFUND MY MONEY.
  
  Public group
   
  516 members
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/13/2022

  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.

  Was booking a hotel three hours from the destination. Everything was on the date for booking. When I received the confirmation text, the booking was the wrong date. I immediately contacted the company (with in mintues) I was told that it is not there fault. I was trying to save $10 and now out $65. This company is set up just to scam people out of thier money. I could not even find an address for them or much other information.

  

  Business Response

  Date: 12/14/2022

  Hi ***** ,
  
  Thank you for reaching out to us about your reservation B_7838440  at the Red Roof Inn & Suites ********** .
  
  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.
  
  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,
  
  

• Initial Complaint

  Date:12/12/2022

  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.

  On 11/27/2022 I made a reservation for a hotel stay at the ****************************** on 1/5/2023 to 1/6/2023 for $308.49 on SuperTravel's website. After booking, a required additional resort fee of $78.67 was listed in the fine print of a PDF invoice.No where on the SuperTravel site, the hotel listing page, cart, or throughout booking is a resort fee listed or mentioned. It is only disclosed within the details if you click into the invoice AFTER the purchase is complete. This is completely misleading, and a misrepresentation of the fee I am actually being charged. I have booked through their site before, when it was SnapTravel, and travel often so I am aware of resort fees, but they are always clearly listed prior to booking. This is a fully hidden fee and false advertisement. I contacted SuperTravel immediately after booking noting the additional undisclosed fee, asked for it to be refunded or for my reservation to be cancelled via their online help chat and email. The only response I was given was that SuperTravel has no control over the price of the resort feeI am not disputing the price, I am disputing this fee was not disclosed. I have since emailed over a dozen times with my request either being closed immediately with no response, or the given the same inaccurate response. I've provided screenshots and have informed them of the missing information but no action has been taken.I submitted a review on the BBB.org website which then got a response saying the fees were clearly listedI checked their site again, and the fees are still not anywhere on the website.

  

  Business Response

  Date: 12/14/2022

  Hi ******,

  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. 

  
  This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion. 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: 12/15/2022

   
  Complaint: 18559040
  
  I am rejecting this response because:

  It is still missing from the "About" section as noted in your response and is not featured in any of the screenshots provided in the past 2 weeks since I booked. Only optional fees as noted in my original complaint and email are included in this listing's about section (pets, parking, early check-in, etc). I am only now seeing it in the fine print of the cart as provided in your screenshotwhen was this added to the website? 

  
  Sincerely,
  
  ******

  

  Business Response

  Date: 12/22/2022

  Hi again ******,

   

  Please note that the the listing did include the resort fees hence it was then send on the confirmation that was sent as soon as completed the payment. It showed also at check-out before the payment information is complete. Please see attachments,

   

  Furthermore, the hotel in this case has agreed to make an exception and allow the cancellation with waived fees, which as processed on 2022-12-20. The refund has been issued and it usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  
  Please see enclosed your refund receipt.

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

• Initial Complaint

  Date:12/06/2022

  Type:Delivery 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.

  I ordered two bottles of very expensive bourbon which have not been delivered. The company has not answered four emails to customer service inquiring as to status, nor has it answered my request for a refund. I'm simply out $168. Order # *********

  

  Business Response

  Date: 12/06/2022

  Hi ******, 

  We're truly sorry to hear about your 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.

  That being said, we have reached out to you via email to provide further support. Please check your inbox or spam/junk mail. Thank you!

  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:12/06/2022

  Type:Delivery 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.

  I ordered something from this business and the shipping label was created but no further action has been taken with my order. My order number is: #*********

  

  Business Response

  Date: 12/06/2022

  Hi *****,
  
  We're truly sorry to hear about your 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.
  
  That being said, we have reached out to you via email to provide further support. Please check your inbox or spam/junk mail. Thank you!

  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:12/05/2022

  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.

  On April 25, 2022, I paid to SnapTravel (now SuperTravel) $2,378.06 for a fully pre-paid hotel reservation for 14 nights in ***************, ***** (for dates Nov ****). The company's contract promised me "Room cost paid in advance. There will be NO additional charges or fees for the room. Only incidentals, resort fees, ancillary items (eg. room service), and destination taxes, such as tourism taxes, will be collected directly by the hotel." When I arrived at the front desk, with no prior notice, the hotel told me they had raised their room rates (eg this was NOT a "resort fee", it was a room rate increase) and demanded **** EUROS ($8600 USD) before they would allow me to check in. It was night, I was a woman traveling in ***** and had no where to go. I spent hours on the phone/chat trying to get help from SnapTravel and they did not provide any help, nor explain at all why they would not help despite their contractual promise, other than to say "the hotel claimed it was authorized to raise the rates." It was extremely stressful and ultimately I had to spend *************************** to have a place to sleep for 2 nights, then had to find a place to stay for the remainder. Ultimately I paid snaptravel $2378.06, plus the hotel and additional **** EUROS, plus had to find another place to stay for a $2700+ cost for the duration of the original reservation. I have contacted snap travel and they have not responded at all.

  

  Business Response

  Date: 12/14/2022

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_5732823 at the ********************* - All Inclusive .
  
  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 be informed that our legal team has received your letter/email and is already reviewing the details of your concern. Please allow some time for the team to complete the investigation and they will respond to you accordingly.

  We appreciate your patience and understanding all throughout.

  Best Regards,

  
  

  Customer Answer

  Date: 12/18/2022

   
  Complaint: 18528712
  
  I am rejecting this response because: The business is continuing to delay resolving this issue despite ample time to do so. I notified the business the day it happened (November 5, 2022) when the business left me stranded with no place to stay in ***** when the hotel refused to honor the reservation that SnapTravel promised me and that I had paid for. I notified them again on November 26, 2022. This response to this BBB complaint is the first acknowledgement of or response to my concern I have received at all -- I received no help at all the day it happened and no response to my email sent Nov. 26. I will wait 2 more days for a reply and if the company fairly addresses my issue I will update this rejection if possible. Thank you.   
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/22/2022

  Hi again ****,

   

  We are sincerely sorry to hear about your experience and that you didn't feel supported in your 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.

• 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.

  SuperTravel sold ** a reservation at the ******************************************** hotel. I paid in full, 330 USD, on June 10th 2022 for a two-night stay starting December 9th.The hotel sold out a few weeks before the check-in date. Worried about our stay, I called the hotel's reservation department and front desk and both said they have no record of the booking or work with the agency.I contacted Super and they said their ********************* would reach out to me. Days later, I got the attached email which acknowledges the problem and asks to "stay tuned for updates". However, no resolution has been forthcoming. I fly to ******** this Friday and have nowhere to stay!

  

  Business Response

  Date: 12/12/2022

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_6116548.
  
  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.

  We are glad to know that our team was able to assist with the issue encountered with your reservation. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Best Regards,