Complaints

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

close

Find a Location

Super.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/28/2022

  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
  check
  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
  check
  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

• Initial Complaint

  Date:11/15/2022

  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 made a reservation through Snap travel which is in ******, Better Business Bureau told me that they are an affiliate company owned by supertravel located in *************. There were two hotels, in ******** **. for $70 each. Both had the amenities I needed, such as Internet, phone, TV, etc.. When I checked in, I could not get onto the Internet. I went and asked the person in the office if I doing something wrong? She said no, but I still could not get on the Internet either! 3 to 4 times we went around and around. I asked if there was somebody who could help me, she said no the person had gone home. I asked if I could speak to the manager, she said they are not in, I asked if she could call them, she said no. I asked if I could get my money back because I needed to go to a hotel with Internet. She said no, you rented through Snap travel and they have your money. I ended up having to go and rent a room at the other hotel that I couldve rented in the morning for $70. it ended up costing me five hours of my time and $111 for the same room I couldve rented earlier for $70. The hotels name was Palms ************* I filed with my credit card company for a reimbursement and explain to them the situation. I never laid on the bed, I never used any towels or water, and they did not have to pick up anything or clean the room. The lady who took my information in the office, would not try to come up to help, nor let anybody in the office, even though it was the middle of the day, with only speak through the plastic or glass with the little opening. The bottom line is both companies have refused to reimburse my money, for a room that did not or could not supply the amenities or facilities, guaranteed by advertising them in their agreement. This is now turning out to be a real problem, because my credit card company said I needed to file a disagreement with the Better Business Bureau. And then well see where it goes from there. I forgot to mention their phone was broken also

  Customer Answer

  Date: 11/22/2022

  Please see the attached.

  I hope most of this will be self explanatory as to all the people I tried to contact and did from Snap travel to *************.

  My vision is still not all that great, so If you need to clarify, any of it, please call me!

  Thanks again for making this a little easier on me by sending this text. Sometimes I just get a little lost in all the technology..

  

  Business Response

  Date: 11/29/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_7148472.
  
  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,
  

• 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,
  
  *************************