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:03/19/2023

  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 made a booking at **************************************************** via Super Travel on 10 JAN, 2023 for check-in on 1/26/23 and check out on 1/27/23 (voucher B_8123000). I was charged $86.99 at the time of booking.The email confirmation from Super Travel included the following check-in instructions, which I followed upon arriving to the hotel: "Simply show up at the hotel and provide them with your name: *************************." Additionally, the email stated that "There will be NO additional charges or fees for the room."On 1/27/23, the hotel charged my credit card for $79.18 in violation of Super Travel's statement in the email confirmation.Upon realizing that I had been charged for the hotel stay twice, I initiated an online chat with Super customer support on 3/19/23 (conversation attached). The customer service representative indicated that he was unable to assist and directed me to the customer service support line. I called the support line but there were no agents available, so I requested to be called back.I am requesting a full refund of the $86.99 payment I made to Super Travel on the basis that I had a reasonable expectation that the Super Travel voucher would be applied if I followed Super Travel's instructions to "Simply show up at the hotel and provide them with your name: *************************".

  

  Business Response

  Date: 03/27/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8123000  at the **********************************.
  
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but 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 escalated this matter to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what had happened and will follow up with you as soon as possible.
  
  
  Thanks for your patience!
  
  
  Regards,
  Corporate
  
  
  

• Initial Complaint

  Date:03/17/2023

  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 have used super travel several times and it has been a great experience. on 2/13, I used SuperTravel to book a 6 night stay at the explorean hotel in cozumel ****** for me and 2 kids. ************* is the only hotel that includes lodging, food and daily excursions in the rate. We bought non-refundable flights from ****** to cozumel. On 3/16, I receive an email from super.com saying: "Hi *********,It's *** here from SuperTravel. We are reaching out in regards to your booking at *********************************** from March 29 to April 4, 2023.We checked in on your reservation and unfortunately, the hotel will not be able to accommodate you. This is because of technical issues.We fully understand that this is not an ideal scenario and sincerely apologize for the inconvenience. For this reason, we've already processed a full refund and added 20% of your booking value in credits to your account. Hopefully you can use these to book another hotel. We recommend booking a different property, as it can sometimes take a few days for hotel inventory issues to be fully resolved.We wanted to notify you as soon as we received the information from the hotel. We also wanted to be as transparent as we could during this time as we know it's not a fun situation to be in.Sorry again for the troubles, and we appreciate your cooperation throughout this matter.?Best,*** Amendment Team SuperTravel ***********************"?They CANCELLED our reservation with no consent from me. I immediately called ************* directly to try to hold our room while we worked it out. They already had some of our dates unavailable. The rates are now 3-4x higher than what I booked. I worked for hours through chat support getting one dead end after another. I finally got a supervisor on the phone who tried to help and was willing to give me $400 to try to cover some costs. With the new budget, we can't get any last minute hotels. I need help ASAP. Thanks ?

  

  Business Response

  Date: 03/20/2023

  Hi *********,

  
  Thank you for reaching out to us about your reservation B_8469197  at the ***********************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but 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.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

  Thank you for your patience.

  Best,

  Corporate

   

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19615156
  
  I am rejecting this response because:  This is the 4th time that someone at Super has said they are escalating my case to corporate or to management and they have not put me in touch with a person who is authorized to bridge the gap between what I was paying.  The committed cost from my booking on Super's site on 2/13 and my confirmed reservation was $1456 for 1 adult and 2 kids (9 and 11) for the explorean hotel cozumel - it included food, lodging and daily excursions for all 3 of us (snorkeling trip, buggies to the ruins, etc).  I only booked the trip to cozumel because of this specific hotel and package.   
  
  Because they cancelled my confirmed reservation with no warning on 3/16, the availability and prices in cozumel had changed dramatically.  With the 3 different hotels that I have spend hours pulling together to save our trip, the new cost for lodging is $2500.  If you add in food and excursions on the days that we are not able to get *************, the trip is now $2700.  So I need someone who has the authority to bridge the difference between what we had booked with them and what the cost is now.  That difference is close to $1200. This doesn't even account for my time or the fact that we will have to move 2xs in our stay.  So this can't be handled by a supervisor.  They are only authorized to give me 30% of the initial booking fee - which is $400.  That wouldn't cover the new prices.  I know that someone at Super has the authority to make this right.  

  This is our first overseas vacation after my son beat cancer and I can't even tell you how many tears have been shed here since we received this cancellation.  It has been so stressful.  I have documented ever single interaction that I've had with Super and they are mind-numbingly unhelpful.  I have no been even tagged the *** and head of Super Travel on ******* to try to get some help because this is so bad.  Please have someone in corporate who is authorized to pay us the difference call me or email me asap.  

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

  

  Business Response

  Date: 03/27/2023

  Hi again *********

   

  One of our supervisors followed up regarding this case. Currently just pending you providing all of the folios or receipts of your alternative booking so the compensation can be issued.

   

  We required this due to Financial compliance as, as explained before this case was offered compensation far beyond the standard in the industry.

   

  Regards.

• Initial Complaint

  Date:03/14/2023

  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.

  Hi,I booked a stay from March 12th - March 16th at two *************** Unfortunately I had an emergency and need to leave two days early. I booked travel insurance through Super (an extra $36 per day) and reached out 3x via their chat feature. They are telling me they do not have the insurance on file and gave me a copy and paste response all 3x via chat that they could not help me. I went to the front desk of the ************* and was told they would provide a refund for those two days but that Super would not accept it. I am at a loss as to what to do so that is why I am making this complaint. Its bad enough that I have a family emergency to deal with and Im Livid that I need to contend with Supers scam company not keeping to what I paid for. I will never use them again to book my travel and will be sure to share this experience far and wide with everyone I know and across my social media.

  

  Business Response

  Date: 03/15/2023

  Hi **********;,
  
  
  Thank you for reaching out to us about your reservation B_8588429  at the ********************************************, An IHG *******************text="true" style="box-sizing: border-box;">
  We are truly sorry to hear that you had trouble with your reservation. And we hope all is well.

   

  Kindly be advised that we have checked your reservation and it looks like the enhanced refund policy was not purchased.
  
  
  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,

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19596985
  
  I am rejecting this response because: As I said in my original statement I spoke to the hotel manager last night and they attempted to put through the refund however it was rejected by your company.  I did also pay an additional $36 per night when I registered. It is quite interesting that this insurance has somehow now vanished and I have to jump through hoops to get these funds refunded to me.  I will be sharing this experience with everyone I know via social media so that they know to stay away from your company. From now on I will only book directly with the hotel itself. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/20/2023

  Hi *****,

  Thank you for the follow up. Kindly be advised that our team is still trying to coordinate with the hotel and our travel partner. They will follow up with you directly via email once the process has been completed. We appreciate your patience.

  Best,
  Corporate

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19596985
  
  I am rejecting this response because: I appreciate the follow up, however I will accept the response once I hear back with an outcome.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/14/2023

  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 through this site. Its non refundable and no cancellation policy. However, I didnt cancel the booking. The hotel denied my booking. Therefore, I didnt get the service I paid for and need to be refunded.

  

  Business Response

  Date: 03/15/2023

  Hi *********;,
  
  Thank you for reaching out to us about your reservation B_8703047  at the *******************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. Kindly be advised that the hotel's decision to put you in the do not rent list is beyond SuperTravel's control.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  This matter has been escalated to our *********** team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. Thank you for your patience.

   

  Best,

• Initial Complaint

  Date:03/14/2023

  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.

  Please see the attached Letter with exhibits. The business operated in a deceptive and unethical way which is evidenced by the supporting documentation. They refused to issue me a refund after giving them reasonable notice that I was sick and could not make my reservation. I am asking for a refund of money because no services were received.

  

  Business Response

  Date: 03/15/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_7326951  at the The ****** Hotel.
  
  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.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19595313
  
  I am rejecting this response because: the response from the vendor/merchant is the response that I sent.  So please obtain an actual response from them. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/27/2023

  As mentioned before, any updates need to go through the dispute that you opened and mediated by your bank.

• Initial Complaint

  Date:03/14/2023

  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.

  Booked a room from 3/7-3/9/2023 at extended stay American ********** at city view checked into hotel got room key gave room key to my spouse and left she went up to room it was occupied so she phoned me after talking to front desk which informed her they couldnt comp a room without me present which there was no way I could come back seeing I had to be somewhere for business after a heated argument which resulted in myself being blacklisted from this hotel chain and the hotel canceling my reservation my account was still deducted for the stay and after speaking to super travel rep they informed me the matter was escalated but will not refund my money until I send them an invoice from the hotel I didnt stay at even after they allegedly contacted the hotel and my story checked out I understand if I wouldve been the one that canceled my reservation however it was the hotel that canceled my reservation due to their mistake not mine needless to say if I have to go pick up an invoice the hotel clerk I argued with will get his a** handed to him so the better resolution would be just refund me without the invoice I dont know how you get an invoice for nothing but I can send the court summons for aggravated assault because thats what this whole thing will result in if I have to drive down there to get the paperwork I need for a refund Ill just apply that to my bond or lawyer Im extremely disappointed and its not your guys fault the hotel was being ran by idiots but unfortunately my account is the one that was drafted for services not rendered which is theft I didnt cancel the hotel did how is that my fault and Im the one stuck paying

  

  Business Response

  Date: 03/14/2023

  Hi *******,
  
  
  Thank you for reaching out to us about your reservation B_8693029  at the Extended Stay America Suites ********** ***********************text="true" style="box-sizing: border-box;">
  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.
  
  

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19592949
  
  I am rejecting this response because:
  Im not the one who canceled the reservation the business did I dont care what your policy says about refunds because I did not cancel the reservation set for a later date or do anything other than request an unoccupied room if the room wasnt occupied then it **** sure wasnt clean obliviously you have not read my complaint or clearly you are as incompetent as the people working for the hotel I made reservation at Im not liable for the actions of the business that canceled my reservation because they couldnt handle their mistake professionally  

  To ****,
  
  ********************

  

  Business Response

  Date: 03/27/2023

  Case closed

   

  Refund issued

• Initial Complaint

  Date:03/11/2023

  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.

  03/10/23 transaction date Need my $80.79 payment return to my checking account; hotel never received payment from Super Travel.

  

  Business Response

  Date: 03/13/2023

  Hi ******* ,
  
  Thank you for reaching out to us about your reservation B_8723975  at the ********************************.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but 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 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.
  
  

  
  

• Initial Complaint

  Date:03/07/2023

  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.

  I purchased a hotel WITH the upgraded refund terms for a stay March 4-5th. We ended up needing to stay home day of due to some serious digestive issues our cat developed that warranted monitoring. He was in a cone due to an ear abscess beginning Tuesday the week prior, but developed diarrhea with blood in it around Friday or Saturday. We made the decision to not travel and keep an eye on him. Please see the letter pdf attached. I called the hotel direct and spoke with a **** who was disappointed to hear I got scammed. He indicated I should be able to say we need to cancel for personal/home reasons and get refunded. He also indicated I would have gotten a free cancellation/or full refund from their hotel direct but since I booked third party, their hands were tied. We paid ***** (I believe the additional charge for the upgraded refund was a little under $10). I have followed the steps as requested to provide proof and explain the situation and have been told they cannot refund me. I am disappointed because I have booked many times with SuperTravel and this experience has been the worst. All for $90. I am happy to get information from **** at Days Inn if that is all that is needed in order to get this refunded.

  

  Business Response

  Date: 03/08/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_8655706 at the ***************************.
  
  We are sorry to hear that you are having issues with your reservation. While we empathize with the reason behind your cancellation request and wish your pet a speedy recovery, unfortunately it does not meet the criteria for the upgrade add-on you included on your reservation. Please refer to the list of eligible reasons provided before you completed your booking.
  
  **************************************
  
  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.
  
  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  
  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 appreciate your patience.
  
  Regards,
  Corporate

  Customer Answer

  Date: 03/08/2023

  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. The company has refunded me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/06/2023

  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 Saturday, March 4, I ************* rates for my trip on March 06. I reserved the result for a reservation in the area I want for May 6. I booked the hotel because it was so much lower than the other on the requested date. It was about a 50% reduction in price. After receiving the booking email, I noticed the date was wrong and proceeded to correct it, but chat email, and phone were all one-way non helping messages. The emails was blocked after i reserved this. Hi ******, ?This is ****** from SuperTravel. I am sorry to hear that you mistakenly booked your reservation for the wrong dates and I understand that you want to modify your booking. No worries, I am glad to help. Please be advised that we cannot modify your booking, especially the dates and we will treat this as a cancellation request. Upon checking the policy on your booking, this is non-refundable and non-amendable that's why we cannot proceed with your request. We highly suggest you contact the hotel to overturn the decision. It is best to get written documentation as proof that they will approve cancellation without fees. Kindly include the approver's name and his/her position. You can send it to our email ************************ Once we receive it, we will proceed with your cancellation/refund request.It has been a pleasure assisting you today. Thank you.I got written documentation from the hotel owner.******,I am not familiar with SuperTravel, but we have no problem with you canceling your reservation or modifying it to your originally intended dates. However, we can not modify or cancel third party reservations at the property. While I may not be familiar with this particular online booking agent, not being able to cancel third party reservations is standard across the other travel sites (Booking.com, Expedia, etc). They all make it quite easy for a guest to cancel so I do not understand why this site is not. If I can help any further please let me know. ****** after email was blocked

  

  Business Response

  Date: 03/08/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8662935 at the ************************************************************.
  
  
  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.

   

  We appreciate you taking the steps to get the requested approval from the hotel. 

   

  For context, our hotel rooms are sourced from different travel suppliers including Expedia, 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. For this reason we do not have the same options of modifications as our suppliers.

   

  The issue has been escalated to our Support team to process the refund according. We remind you that your email was never blocked: You submitted a support request and after it was responded by support the ticket was resolved and a disclaimer is sent that when you get the documentation require you needed to submit a new request.

   

  We hope we have clarified your doubts and concerns.
  Regards,

  Corporate

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19545068
  
  I am rejecting this response because: I am happy the cost will be refunded. That is all I wanted after I realize modification from the web application was not allowed.  As for the other claim there all true.

  Any email attempt after first contact from the company was block because the ticket was closed. Even when responding via the email provide in the first contact email from the company. Proof has been again attached. 

  I provide March dates and received dates. I was my mistake to thinking I would not get the dates i was asking for. 0 out of ten company  

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

  

  Business Response

  Date: 03/27/2023

  Case resolved.

   

  Refund issued

• Initial Complaint

  Date:03/04/2023

  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 ordered 14 essential oils with an oil diffuser for $62.53. All I received was one bottle of eucalyptus oil that had all leaked out inside the envelope they sent it to me in. Glass bottles should not be shipped in an envelope! So, basically, I received nothing. I emailed them to get a refund but am not getting a response.

  

  Business Response

  Date: 03/07/2023

  Hi ****,

  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 partial refund has been issued for the first 8-oil kit that came damaged and it typically takes 3 to 5 business days be processed. While the other 7 piece set will arrived on 3/10. Please don't hesitate to reach out to our support directly if you need further assistance.

  Warm regards,