Complaints

This profile includes complaints for Super.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Super.com

  18 Bartol St # 159 San Francisco, CA 94133-4501

  
• 

  Super.com

  447 Sutter St Ste 506 San Francisco, CA 94108-4619

  

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:11/11/2022

  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.

  Book a hotel in supposedly *********** not from ******* strandle book a hotel in the econolode B_7603583 because of being the hotel listed but the hotel was not buffalo and said I needed basically ********* and hotel stole consider lied and stranded in the cold due to the even sau hey change day of reservation

  

  Business Response

  Date: 11/20/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_7603583.
  
  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 have already refunded the full amount back to your original mode of payment. It usually takes 3 - 5 business days to process.
  
  Thanks for your patience!
  
  Regards, 
  

• Initial Complaint

  Date:11/07/2022

  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.

  On October 23rd 2022 I used SuperTravel site to book a reservation at the ******************************** in ********* in *************** checking in on October 28th 2022 and checking out on October 30th 2022.For that booking I paid in advance a final price of USD ******. My confirmation number with SuperTravel was B_7476206.According to SuperTravel's terms and conditions all fees where included in the final price. My SuperTravel invoice clearly states: "Room cost paid in advance. There will be NO additional charges or fees for the room. Only incidentals, resort fees, and ancillary items (eg, room service), will be collected directly by the hotel."Once in the hotel, on October 28th 2022 I was charged a so called "city fee" in order to check-in of EUR ***** that according to all information described above I was not supposes to pay.Since then, I contacted by chat SuperTravel on October 30th and November 1st and by email on November 1st, November 2nd and November 5th providing all the information and asking for a EUR ***** refund. In their only response they refused to address my issue and they have not answered the last 3 communications.

  

  Business Response

  Date: 11/16/2022

  Hi,

  Thank you for reaching out to us and were sorry to hear that the hotels additional charges were not listed on our site.

  Could you please provide our support team with a copy of the hotels invoice indicating that you had to pay for additional charges upon arrival at the hotel? We require this documentation in order to move further with this case.Someone from support will reach out to you for the same at the earliest.

  Apologies for the inconvenience and we appreciate your patience.

  Regards,

  Customer Answer

  Date: 11/21/2022

  Better Business Bureau:

  The business is asking for the hotel invoice, which was already attached in my original message. That shows that they have not even taken the time or interest to review the case before answering.

  In any case, on the same day of their message through BBB, they finally answered my emails and issued the refund to my credit card. I don't believe that's a coincidence.

  
  So I'd like to close the  complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/02/2022

  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 August 19th I purchase a hotel room for a group of friends/family traveling to ********* through Snaptravel. The room was advertised as "1Kg/2Qn 2Bdr Ste Mobility/Hear Access Ri-Shwr,Vis Firealrm/Door/Phn Alrt-45Usd Resort Chrg,65Inch Hdtv-In-Rm Safe-Wifi Avl-Frig-3000Sqft - Double Room Only" and confirmed in my booking. I received a confirmation email from Snaptravel with the same details of the room shortly after.I did not hear back from Snaptravel indicating any issues. I then called the hotel 2 months later to be sure that the room had a crib for our daughter only to be told that my room was a standard king room (the cheapest 400 square foot room offered) and I did not have a reservation for the room I purchased through Snaptravel.I reached out to Snaptravel and after 2 weeks of waiting for answers, they responded that the hotel doesn't have such a room. I screenshotted them proof on the hotel website that the room exists AND a screenshot showing that their app is still selling that room, but now for a much higher price.Despite this evidence, they offered to cancel my room for me and give me a 20% coupon. This is a huge problem for my group as I booked a large room to fit multiple individuals, many who have already bought flights and show tickets for these dates and now if we want to get sufficient accomodation for everyone it will cost thousands more than we originally paid.This is a blatant bait and switch by Snaptravel that thankfully we caught by me prior to flying out. However, with my trip coming up, our group is essentially forced to spend thousands of dollars more to get the accommodation we need.

  

  Business Response

  Date: 11/09/2022

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_6841854  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. Please note that the reservation you booked is indeed not the presidential suite which is ****sq meters as per obvious reasons with the price. As our team is still checking with our travel partner we were informed that you are actually booked for a suite which is **** sq meters though.

  Once again, we would like to apologize for the inconvenience, but we would like to extend the same offer to cancel with a 20% compensation or keep the reservation and we will still throw in the 20% compensation for the inconvenience. Please let us know if these options would work out for you. Thank you!

   

  Customer Answer

  Date: 11/13/2022

   
  Complaint: 18351729
  
  I am rejecting this response because: *********** has not offered a legitimate solution other than allowing me to stay in a hotel room significantly smaller and cheaper than what they charged me for and advertised. They then offered a refund, but this does not solve the issue and the only proper solution is to provide me the room that was sold. However, the company still denies this room exists at the hotel despite continuing to advertise the same room and despite the hotel showing it on their website. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We apologize for the inconvenience. We are reaching out to the hotel and our travel partners but despite our efforts, we have been informed that the room booked is indeed not the Presidential Suite. Please note that a Presidential Suite does not cost at the rate you paid. We would like to offer a 50% refund should you wish to keep the room booked, this is on top of the 20% SuperTravel credits you were offered prior.

  Please let us know if this would suffice. Unfortunately, we cannot offer more than this amount. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Best,

  Corporate

• Initial Complaint

  Date:11/02/2022

  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 made an online hotel reservation with Snap Travel. The advertised price was $310 when purchased. I never saw another price until after my trip, I had to go through a process of texts and emails to finally get a receipt with a total price. They added on about $76 in additional charges never described before purchase. There was an exorbitant amount assigned to tax, like $69, then $7 for a tip. I was never able to access an actual receipt with the total till after I returned from my trip. Their texts say you can click for a receipt but there's no price. When I did finally see a receipt, even then they had tried to block the prices with a cute FEEDBACK button. They are deceptive and abuse the internet with their poor business practices. I am asking for the additional $76 back.

  

  Business Response

  Date: 11/09/2022

  Hi *******,

  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 we do not have the ability to modify any reservations or change your research or the prices. All the prices and fees to be paid are listed accordingly and are shown prior, during and after the booking has been made. It is the guest's responsibility to make sure everything is reviewed accordingly before moving to the payment page and then finalizing the purchase.

  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#supertravel-1

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

  We hope we were able to clarify. Thank you.

   

   

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18350286
  
  I am rejecting this response because:

  The company never provided cost figures in their receipts after purchase. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/21/2022

  Hi *******,

  We understand your concern and appreciate your feedback. 

  We would like to point out that the total and the breakdown of nightly costs along with taxes and other fees or add ons paid to SuperTravel has been disclosed in the prebooking, booking and post booking process. This process is made sure to layout all the information needed by the customer before proceeding with the purchase/reservation. We provide all these information to be transparent, please do not that the booking process was made by yourself directly without intervention from our team. It is the customer's responsibility to review the data being provided prior to proceeding with the reservation. 

  We would also bring to your attention that the booking invoice was made available to you on the confirmation page. We also attached a copy for your reference.

   

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

   

  Best,
  Corporate