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:07/17/2025

  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.

  Transaction Date: June 19, 2025 Amount Paid: $1,038.46 Nuitee Booking ID: ******* Hotel Confirmation #: ******* Hotel: DoubleTree by ******************************** I booked a 3-night stay through ********** for June 1922, 2025. From the moment I arrived, the air conditioning in my hotel room (Room 814) was not working. The room was hot, humid, and extremely uncomfortable, with a loud clicking sound coming from the ceiling vent. I reported the issue to the front desk multiple times. The only solution provided was draining the A/C unit, which did nothing to fix the problem. I asked to be moved to another room with working air, but was never relocated.After two nights without sleep due to the heat, I checked out early on June 21. The conditions were unlivable, especially for a beachfront hotel during the summer. **************** agreed the situation was unacceptable and issued a formal written request on June 22, 2025, asking Nuitee to provide me a full refund. The email came from the Assistant General Manager, ****** *****, and confirmed I would not be charged any early departure or cancellation fees.Despite this, Nuitee failed to issue a refund. Their only response was a vague message stating they would "double check with the guest," and I never heard back. I filed a dispute with my credit card company, submitting the hotels refund request as evidence. However, the charge was reinstated because Nuitee did not cooperate or confirm the refund.I paid $1,038.46 for a stay I could not complete due to conditions acknowledged by the hotel itself. I am requesting a full refund. Nuitee has ignored both me and the hotel, and this has caused significant inconvenience and financial loss.Desired Resolution:I am requesting a full refund of $1,038.46, in line with the written request made by the hotel on June 22, 2025, and the failure of Nuitee to fulfill the services I paid for.

  

  Business Response

  Date: 07/17/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience regarding your stay at the DoubleTree by ********************************. We genuinely appreciate your patience and understanding as we've worked to resolve this matter.
  
  We understand that facing challenges with the air conditioning affected your comfort, and we truly appreciate the steps you took to communicate with hotel management. Your feedback is important to us and helps ensure we continue to provide excellent service.
  
  I'm pleased to let you know that we have processed a full refund of $1,038.46 to your original payment method. You should see this amount reflected in your account within the next 3 to 5 business days.
  
  If there are any further questions or if you need additional assistance, please feel free to reach out. Were here to help ensure your experience with us is as positive as possible.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23613251
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for facilitating this case. I am writing to reject the companys July 17 response, which stated that my full refund of $1,038.46 had already been processed and would post within 35 business days.
  
  As of today, no refund has posted to my account. Additionally, I have received multiple emails from both the hotel and Nuitee after July 17, indicating that the refund has not yet been issued. In fact, the hotel is withholding funds from ****** until they see confirmation that I, the guest, have been refunded. The emails also show Nuitee is still deflecting responsibility and not taking ownership of issuing the refund directly.
  
  Given this continued back-and-forth, I am escalating the complaint. The matter is not resolved, and I am still owed the full refund. I will accept the resolution only once the funds are actually returned to my original payment method.
  

  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/21/2025

  Dear *****,
  
  Thank you for your follow-up email and for keeping us informed of the situation. We genuinely appreciate your patience and perseverance as we work to bring this matter to a satisfactory resolution.
  
  I can confirm that we have processed the full refund of $1,038.46 to your original payment method. I have attached the confirmation for your reference to further assist with any communication you may have with the hotel or Nuitee.
  
  Please allow some time for the refund to appear in your account, as processing times can vary depending on individual banking institutions. If theres anything more we can do or any additional questions you have, please feel free to reach out. We are here to support you in ensuring this is rightfully resolved.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have received the refund in my account. I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/17/2025

  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.

  There was an unauthorised transaction on my account to the amount of $23.10 after using the app to book accommodation. I have not and did not join the membership and did not agree to any subscription or charges.

  

  Business Response

  Date: 07/17/2025

  Dear Emma,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to address your concerns and provide some clarity.
  
  The Super+ membership is an optional subscription designed to offer a range of benefits and savings to enhance your travel experience. It requires customer authorization to activate, ensuring users choose to opt in.
  
  After reviewing your account, I want to assure you that the Super+ membership has been cancelled to prevent any further charges. Although membership fees are typically non-refundable, we've processed a refund of $30 as a one-time exception. This refund covers all charges related to the Super+ membership. The funds will reflect to the original payment method within the next 3 - 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We’re here to help and ensure your experience with us is both positive and seamless.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/17/2025

  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,
  
  
  
  Emma W*****

• Initial Complaint

  Date:07/16/2025

  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.

  Super + super.com claims I do not have an account but they are trying to take money out of my account $30 was taken out before. I blocked them. And now they are still harassing me. I’m unable to cancel a membership because they say it doesn’t exist. Then why am I trying to be fraudulently charged. I already contacted cash app. Blocked them and now I’m contacting you for help. Because apparently they keep doing this to others

  

  Business Response

  Date: 07/16/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the situation and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings. It's important to know that it requires explicit customer authorization to activate. We understand how crucial transparency is in these matters, and I want to assure you that we take this seriously.
  
  I’m pleased to inform you that we have cancelled your Super+ membership and, as a one-time exception, processed a refund of $30 to your original payment method. The funds should be reflected in your account within the next 3 to 5 business days.
  
  If there’s anything more you’d like to explore or questions you have, please feel free to reach out. We’re here to support you and ensure your experience with us is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/16/2025

  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.

  Super.Com Approved The Refund. Maybe ****** wants Super.Com To Send A Refund Check To the Customer. / ********** Certainly Approved.
  
  Please see below.
  
  
  Super.com
  Tue, Jul 8, 5:25 PM
  
  
  
  
  
  Here’s what you need to know:
  Resolution Process: At this stage, any further inquiries or updates regarding the dispute must be directed to your financial institution. They will be your primary point of contact and will keep you informed about the status of your chargeback case.
  Chargeback Decisions: It's important to note that once a chargeback has been initiated, the outcome is entirely in the hands of your financial institution.
  Further Assistance: While the chargeback process is active, please be aware that we do not have access to your booking or the ability to provide further assistance. This limitation ensures compliance with the chargeback proceedings.
  Thank you for your understanding and cooperation.
  
  Warm regards,
  *********,
  Super.com Support.
  
  On Tuesday, July 8, 2025, 10:09 PM "******* ***" wrote:
  To whomever it may concern,
  
  The refund for guest ****** ***, from 7/4-7/5, is approved.
  
  Kind regards,
  ******* *****
  
  Always a great stay @ the ******* *** ******** ******** !
  1*** ****** ***** ***** **
  ********* ** *****
  ************
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and sharing your situation with us. We truly appreciate your patience and understanding as we navigate this process together.
  
  Currently, a dispute has been filed with your bank regarding the transaction, which requires all further communication and resolution efforts to be conducted through them. Our role in this process is to provide any necessary documentation and support to your bank to assist with their investigation. Because of this, we're unable to make any direct interventions or address the matter outside of the bank's procedure until the dispute is concluded.
  
  If the dispute hadn't been initiated, we would have been able to look into this internally for further review. However, during a chargeback process, direct communication or actions about this booking are not possible from our side.
  
  We encourage you to keep in contact with your bank for the latest updates on the case. Please know that we are more than willing to provide the necessary support to ensure a thorough review.
  
  Thank you for your understanding and cooperation. If there's anything else we can assist with, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/15/2025

  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.

  Absolutely appalling experience with Super.com complete lack of responsibility and communication.I had a confirmed check-in on 22 June, and just 4 days prior (on 18 June), I was informed that my hotel booking had to be changed due to a supposed issue. I promptly accepted their suggested alternative, but that was the last time I received any meaningful communication from Super.com.From that point on, I was left in the dark. Despite repeated emails and over 10 phone calls, I was suddenly toldjust before my travel datethat they had failed to secure any alternative accommodation and that I should urgently book a new hotel myself. I was promised a full refund plus 50% of the original booking amount as compensation, provided I shared the invoice for the new booking. I did exactly that.Since then, *** made 20 calls and sent over 20 emails, and nobody has responded. This is not just poor servicethis is blatant negligence. My money is stuck, and I have no clarity or timeline on the ********* make matters worse, the original hotel directly contacted me a day before my check-in, stating that Super.com had never reached out to them and that they had already arranged an alternative room for me. This was never communicated by Super.com, and when I informed them, I was told to check in anyway and wait for the refund to be sortedcompletely dismissing the chaos they caused.Even their support chat was a jokeagents refused to answer refund-related questions and abruptly ended the chat when asked for escalation options. The level of unprofessionalism, apathy, and utter disregard for customers is ****************************** behavior is not only unethical, but borders on fraudulent. I urge the company to take immediate accountability and process my refund, and I strongly warn others to think twice before trusting this platform.I am looking for the promised compensation of AUD $2500.00

  

  Business Response

  Date: 07/22/2025

  Dear Varun,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate your feedback and the opportunity to address your concerns.
  
  As per our previous correspondence, I'm pleased to inform you that the pending refund of AUD ****** has been successfully processed to your ****** account at ************************ You should be able to claim the refund within the next 24 hours.
  
  Additionally, I want to confirm that the original booking has already been cancelled and refunded as of June 26th. With these steps, we trust that your primary concern has been addressed.
  
  Please know that we're committed to improving your experience with us moving forward. Should you have any more questions or need further assistance, please don't hesitate to reach out to our support team. We're here to help and support you in any way we can.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/23/2025

  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.

  Thank you so much for your help in resolving this long outstanding issue.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/15/2025

  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 am currently waiting at my hotel with my baby and can't get in cause super.com has not sent over confirmation for my reservation I've been calling been put on hold over and over again been playing phone tag for almost 2 hours

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We genuinely appreciate your patience and understand how important it is for your travel plans to go smoothly, especially when you're with your baby.
  
  After reviewing your reservations, I can confirm that our travel customer service team has processed refunds for both of your bookings at ****** ** ******* ************* ****** A refund of $242.84 was processed for booking **********, and an additional refund of $31.15 was processed for booking *********** Both refunds were completed on July 15 to your original payment method.
  
  As a gesture of goodwill, we've also processed $24.28 in travel credits that can be used for future bookings. We hope these credits add extra convenience to your future travels.
  
  If there's anything more we can do to assist you or if you have any further questions, please feel free to get in touch. We're here to support you and ensure your experience is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/15/2025

  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.

  I booked a hotel stay through Super.com for ********* in February. Since then, I have been charged $15 a month for a membership that Super.com did not mention in their booking confirmation. I have tried to contact their legal phone number, ************** repeatedly and the number does not seem to be operational. While I received a refund of $15, I am not sure if that's for today's charge or any of the previous months. I would like to be refunded for every charge.Furthermore, this is an extremely shady way to operate a business, to sucker people into a membership fee. Super.com seems to realize that they're behaving in an underhanded manner, as they have no corporate phone numbers available and their supposed legal number is nonoperational. In addition, a search on BBB and other sites show that MANY customers have had a similar complaint.Thank you for your attention to this ***********,***** *********

  

  Business Response

  Date: 07/17/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your feedback and the opportunity to assist you in resolving this matter.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings, meant to make your experience with us even better. It requires your explicit consent to activate, ensuring that participation is entirely by choice.
  
  After taking a closer look at your account, I'm happy to confirm that your Super+ membership has been cancelled, preventing any future charges. As a gesture of goodwill and understanding, we've processed a full refund for all transactions related to the membership. A total of $75 has been refunded to your original payment method, and you should see the funds appear in your account within the next 3 to 5 business days.
  
  If theres anything else you need or any questions you'd like to discuss, please don't hesitate to reach out. We're here to help and ensure your experience with us is a positive one moving forward.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/19/2025

  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:07/15/2025

  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.

  Occurred on July 10th, booked a hotel (*** ********* in south lake tahoe, ca) through super.com for July 13th and purchased refund insurance through the site for additional 12 dollars. Upon a emergency occurring at home requiring us to shift our plans, I tried canceling our booking. Super.com required us to send in our repair documentation, home insurance claim info, and answer several emails providing personal information. They denied our refund and made it clear that their refund policy is so narrow that it likely doesn't apply to less than 1% of those who purchase it thinking it will cover them. Clearly a scam.

  

  Business Response

  Date: 07/17/2025

  Dear Mark,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concerns and provide clarification.
  
  You booked an enhanced refund option as part of your reservation, which is an add-on feature designed to provide refunds under specific, approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this add-on are available via the link in your confirmation email.
  
  We have spoken to *** ********* hotel directly, and they have not approved a refund for this booking. However, we are willing to revisit this if you can provide us with written confirmation from the hotel approving an exception.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. If there's anything more we can assist you with or if you have any further questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/30/2025

  Hi there,

  
  

  Just got the mail correspondence about the reply from super.com for my files complaint.  Their response is not satisfactory.  Their business practice is predatory and profits off of false advertising.  

  
  

  Please post my complaint and take this case further.

  
  

  
  

  Best 

  Mark

  

  Business Response

  Date: 07/30/2025

  Dear ****,
  
  Thank you for your follow-up and for sharing your thoughts with us. We genuinely appreciate your feedback and the opportunity to address your concerns.
  
  As previously mentioned, the enhanced refund option is intended to cover specific situations, and we strive to ensure transparency in our processes by closely coordinating with our hotel partners. Following our escalation, the hotel has reviewed your case and, at this time, a refund is not currently possible.
  
  While this might not be the outcome you were hoping for, we are considering this matter closed from our side. We value your feedback and will continue to use it to improve our services.
  
  If you have any questions or need assistance in the future, please dont hesitate to reach out. Were here to help and are committed to offering great support to our customers.
  
  Warm regards,
  ******************** Team

• Initial Complaint

  Date:07/15/2025

  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.

  Received an unrecognized $20 charge on my card with the entry reading "SUPER+ * #######, SAN *******". Not sure how this happened as when I looked up what this service was it says theyre a hotel booking agency? I haven't booked a hotel in my life let alone during the past week so I'm a bit worried how they got my card info to be able to process any kind of charge cause it certainly wasn't my doing.

  

  Business Response

  Date: 07/15/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate the opportunity to address your situation and provide some clarity.
  
  The Super+ membership is an optional subscription designed to offer a range of benefits, including savings, rewards, and exclusive deals on travel and hotel bookings. It is intended to enhance the travel experience for those who choose to opt-in.
  
  To ensure that your concerns are addressed, I want to assure you that the Super+ membership associated with your account has been canceled. Additionally, as a one-time exception, we have processed a full refund for all transactions related to this membership, amounting to $60. You can expect these funds to reflect in your original payment method within the next 3 to 5 business days.
  
  If there are any further questions or if there's anything more we can do to assist you, please don't hesitate to reach out. We're here to help and ensure your experience with us is a positive one moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/14/2025

  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 Wednesday July 9, 2025 I made a reservation on Super.com website, & I paid the additional $59 for the “enhanced refund” option. Shortly after making the reservation I realized I had put in the wrong dates so I clicked on the link to cancel my reservation & book the right dates. There was something wrong with the link, so I called & spoke with an agent. He told me that because I was “within the 3 day window” he would cancel it for me & then I could go back in & reserve with the correct dates which I did, but I am now being charged for both reservations.

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out to us and sharing your experience. We appreciate the opportunity to address your concerns and help resolve the issue.
  
  We understand the importance of clarity and flexibility when it comes to your reservations. The enhanced refund option you added to your reservation is an add-on feature designed to provide refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions related to this add-on are available through the link in your confirmation email.
  
  I’m pleased to inform you that we have escalated your case, and with the help of our travel partner, we have been able to secure a refund for your reservation. A total of $585.33 has been refunded to your original payment method. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  If there are any further questions or if you need additional assistance, please feel free to reach out. We’re here to ensure your experience is smooth and satisfactory.
  
  Warm regards,
  Super.com Team