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:02/17/2023

  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 tried to book a hotel room with Super Travel over a 24-hour period, the companys system was unable to complete the reservation, the customer service agents kept telling me to wait and try again, start over, check my details, etc. They kept stringing me along so that I wouldnt book through another company, but ultimately they could not make the reservation happen and refused to escalate to management despite my repeated requests. This process created a long delay that caused me to pay $300+ more for the same room via a company whose system works. I ask for that amount in compensation (or the booking completed) and an explanation of what went wrong from somebody who is able to find out and cares enough to do so. Prospective customers should be aware that dealing with this company may result in repeated submission of credit card numbers and other personal details under suspicious circumstances that could lead to inappropriate use of that information.

  

  Business Response

  Date: 02/20/2023

  Hi there,

  Thank you so much for reaching out and we are so sorry for the inconvenience. We have tried to search for your booking and can confirm that no booking has been charged, thus what you see on your card are preauthorization and should fall off on it's own after ***** business hours.

  We apologize that you had encountered an issue at booking, we have flagged this concern to the correct department. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:
  
  

  This is not a credit card dispute, so your response is irrelevant. My complaint is that your people strung me along for over a day, telling me to wait a while, check my details and try again later each time the booking did not go through. Most of those attempts were on PayPal, by the way, but direct credit card billing failed too. During that time, I did not book elsewhere and prices increased, so when I finally didafter your agents gave up and said they could not fix the problem with your systemI had to pay about $350 more. I want you to make me whole for that loss or make the booking and honor the original price. Thats what a legitimate company would do. Im not yet certain what yours is or ************** might be. You owe me and your management an explanation of what went wrong, because if you are legit, you need bookings to go through. Your agents seemed quite content to let my repeated attempts fail, which is suspicious to say the least.

   

   

   

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

  

  Business Response

  Date: 02/24/2023

  Hi again ****,

   

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  
  
  There are a few things that might be preventing completing your purchase. The most common booking errors are entering an incorrect billing address, expiry date, or CVV code (the security code on the back of your card). If you receive an error message while booking, first double-check that your details are entered correctly. If the error persists, we recommend that you contact your financial institution for assistance. 
  
  In select cases, the booking error may occur because your booking checkout expired (e.g., someone else bought the room etc). To fix this, please refresh your page, proceed to the original hotel page and re-select the room of your choice. If the error persists, we recommend waiting a few minutes for the rates to refresh.

  
  In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations.
  
  We hope we have clarified your doubts and concerns.
  
  Regards,
  Corporate

  
  

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:
  
  

   

  All you have clarified is that you are a spin doctor, not some customer-relations escalations specialist.

  When you say something like Im sorry you feel that way, its not an apology but a dishonest accusation that theres something wrong with the way your opponent feels. Nothing wrong with the way I feel, and I have screenshots to prove it. Speaking of which, your media coverage is about to get a little wider and a lot more critical. I worked in news for 40 years and am writing a freelance piece on your activities that will be anything but puff.

  As further evidence of your dishonesty, you continue to obfuscate by going on about credit-card and other details, deliberately ignoring my repeatedly telling you that I used PayPal for most of my many attempts to complete the booking. I used a credit card too, a few times, just to cover all the bases, but the result was always the same: no deal. Or as my dad used to say: a phony deal. Im sure the authorities will be very interested to learn of your agents repeated requests to use a different card. Cant help wondering what you do with all that credit-card data. Everything but book travel, it seems.

  And your dynamic pricingadvertising unavailable rates and getting naive customers to accept higher oneseverywhere else thats called bait-and-switch. Im told this dodge is illegal in some jurisdictions but it is frowned upon everywhere. No doubt youre all master baiters there.

  But if you still insist Super is a legitimate outfit, have *********************** contact me directly. *** left messages and my phone number for her with various agents, which she heretofore ignoredcreating even more suspicion. If she makes my original reservation go through, Ill concede publicly that Super is legit. If she doesnt, as they used to say on ****, shell have some splaining to do.

   

   

  Sincerely, 

  
  
  *********************

  

  Business Response

  Date: 03/07/2023

  Hi ****
  
  
  The most common booking errors are entering an incorrect billing address, expiry date, or CVV code (the security code on the back of your card). If you receive an error message while booking, first double-check that your details are entered correctly. If the error persists, we recommend that you contact your financial institution for assistance. 
  
  In cases where the booking doesn't go through, such as this, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, SuperTravel has not charged you and so your card processor will release the hold placed.
  
  Regarding your concerns about privacy and specifically your card information, please note that no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry.
  
  These standards have a number of requirements, including:
  - Only storing cardholder data if it is necessary for business purposes. If you are opting in to have your credit card stored, the "business purpose" is speedier transactions.
  - Truncating cardholder information, which means shortening the full credentials. For example, when you request a credit report, only the last four digits of the card number are typically displayed.
  - Not storing cardholder information on unprotected devices, such as PCs, laptops or mobile phones.
  - Using cryptography and other layered security technologies to minimize the risk that the data could be read by an unauthorized party. For example, if credit card data is properly encrypted, it would be impossible for unauthorized parties to access the information since they do not have the encryption key.
  - Only allowing third parties to access the data if they have clear security and password protection policies.

  
  We kindly ask you to review the Terms & Conditions on our website, to learn more about Supers privacy policy:
  
  ***************************
  
  As mentioned before, our rates are dynamic and often lower than other providers, and that is what could determine the rate difference you paid to the other provider. Our hotel rooms are sourced from different partners including 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.
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.
  
  Regards, 
  Corporate - Approved by ****************

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19427344
  
  I am rejecting this response because:

   

  As usual, you obfuscate with irrelevant and inaccurate information.

  There were no payment-detail errors. You simply didnt book the room. So stop regurgitating that rubbish.

  The room was not sold out. Each time your agents told me to try again, the same low rate displayed again in real time, and your system failed to book it. Dont keep repeating your dear old party line about dynamic rates. Youre not writing for Pravda, and thats not how they work. Youre fooling nobody with amateurish propaganda.

  Your agents insisting that I make more attempts with different credit cards is highly suspicious and will be officially investigated. The technobabble you offer up looks like an even more suspicious smokescreen.

  After all this, wouldnt it be, or have been, easier to just book the room? Even if you have to do it manually? Ill still accept it until I cant. If you are indeed a legitimate travel-booking operation, why do you go to such extremes to deny and avoid making bookings? A real travel agent would just book the room in the hope that the customer would come back again and buy more. Which I would if you showed any inclination to do what you claim you do.

  But if you cant deliver what your website offers, why would anyone even try to book anything with you? Let **************** call me up and answer that. If she cant or wont, you look like just another bait-and-switch boiler room. And she looks as if she has good reason to hide.

   

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

• Initial Complaint

  Date:02/17/2023

  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.

  On February 10th I booked a reservation for a total of $671.10. For a stay at a Hilton property 2/17-2/19.On 2/16 I called the hotel to ask a question, they responded that the reservation was canceled by Snaptravel on 2/13.I promptly called them to inquire and was told their urgent case management team was working to get it resolved. The day of check in, I spent they entire day contacting snap travel, they kept stating they were working on it and would get back to me.Upon arriving at the hotel, it was clear there was no reservation so we had no choice but to pay double the price to book a room for my family to have lodging that night.About an hour after check in, Snaptravel contacted me saying they would be refunding me for the amount I paid.. but that I should contact my bank. I have very little faith that will happen and will plan to dispute with my CC company. This company is an absolute fraud and needs to be sanctioned.During my discussion with the hotel manger, she let me know this had been happening often with this company and that they are looking into discontinuing their partnership with them.I have plenary of emails and text messages to corroborate my claim.I simply dont want anyone else getting burned by this fraudulent company.

  

  Business Response

  Date: 02/20/2023

  Hi *****,
  
  Thank you for reaching out to us about your reservation B_8435609  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.

  We have confirmed that our team was able to process the refund on your account.  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: 02/21/2023

   
  Complaint: 19427204
  
  I am rejecting this response because:

  Your company is fraudulent. You repeat the same canned message for the thousands of negative reviews of others you have scammed.

  Of course I am going to work with my bank to file a chargeback, clearly your company has established a precedent of unethical business practices and demonstrated you can not be trusted.   

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

  

  Business Response

  Date: 02/24/2023

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  
  
  We understand your frustration, nonetheless, as previously stated, all communication must be via the dispute that you initiated as this is mediated by the bank.

  
  
  Regards,

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19427204
  
  I am rejecting this response because:

  you use the same canned response for every awful review you receive, literally thousands of them. Your company is fraudulent and will eventually be shut down. Its only a matter of time.  
  

  Im working with ****** to help them end their relationship with your shady company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/16/2023

  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 RESERVATION FOR THE WESTIN ***** IN ********** , ** SEPT 27TH AND 28TH 2022 THRU SNAP TRAVEL, PRIOR TO ARRIVING AT THE ***** (DAY BEFORE) THE ***** CANCELLED OUR RESERVATION BECAUSE OF A MAJOR HURRICANE,( SOMEBODY GOT THE MONEY (SANP TRAVEL, I THINK) WE HAD NOTHING TO DO WITH CANCELLATION. WE TRIED TO GET A REFUND THRU THE ***** THEY SAID SNAP TRAVEL IS WHERE WE SHOULD GO- WE TRIED TO GET A HOL OF THEM TO NO AVAL, SO WE DISPUTED IT WITH THE CRECIT CARD THAT WE USED - MARRIOTT/BONVOY- $500.96 WAS THE CHARGE. WE KEEP GETTING DENIED FOR A CREDIT- WE NEVER HAD SERVICE/WE NEVER STAYED THERE THOSE DATES/TO DANGEROUS PER *****. (HURRICANE ***) CAN YOU PLEASE GET US A REFUND?

  

  Business Response

  Date: 02/20/2023

  Hi *****,

  Thank you so much for reaching out with regards to your booking B_7251482 at the **********************************************.

  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:02/15/2023

  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.

  Confirmation Number: B_8296865 I booked ************************** hotel through your agency for May 23 and 24 and paid a cancellation fee of $70 to ensure that a refund will be made to me. in case I have to cancel for any unforeseen reasons. Eventually, I had to cancel these two days owing to some personal reasons, I will come earlier and have to go earlier; which means that I will come on the 22nd and leave on the 24th of May 2023. I applied for a cancellation so that I. can be booked for these two days. I am told that no refund will be made to me. I don't understand that despite taking a cancellation fee for a full refund, you refused to honor what you promise by making me pay extra money for nothing. It's sort of ripping money from the client for me for a service that you are providing. if my issue is not resolved and my money is not refunded, I will never do any booking through your agency nor let anyone do that and report that on social media for awareness of the public.

  

  Business Response

  Date: 02/20/2023

  Hi ********* ,

  Thank you for reaching out with regards to your reservation B_8296865 at the **************************.

  Please note that the enhanced refund policy does not entail an assurance of free cancellation anytime, please note that the policy has listed the valid cancellation reasons for a refund.

  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,
  Corporate
  

   

  Customer Answer

  Date: 02/21/2023

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/15/2023

  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.

  This is in reference to confirmation number: B_8215143. When I book through SuperTravel (f.k.a. SnapTravel), I always select a room with one bed. However, every single time, I end up being booked for a room with two beds, contrary to what I select on the app. This switcheroo is not right; the bed quantity on the app needs to match the bed quantity at the hotel. I do not need a room with two beds, especially when another family could use the second one, unlike me. Multiple calls in to SuperTravel has gotten me nowhere So that's why I'm requesting through the BBB to change my room type for this reservation to one bed -- the room type that I had booked through the app. Also, more accurate descriptions on the website and app would be most appreciated by everyone.

  

  Business Response

  Date: 02/20/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8215143  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.
  
  We have escalated this matter 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.
  
  Thanks for your patience!
  
  Regards, 
  Corporate

• Initial Complaint

  Date:02/15/2023

  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.

  I purchased a room through Super travel , an agency they are contracted with for a room in Rush tower , as you will see in the conformation email they sent me. Upon arrival , at the front desk, I checked in as normal , not paying attention and left line for my room. I immediately knew she sent me to the wrong tower because thats where I stayed last year, and did not want to stay in that one again. Mainly because its to far from *********** . So, I went back to front desk waited in line again, not very happy at this point, eventually getting back to the same gal that helped me. I brought the wrong tower to her attention and she stated the computer said I was supposed to be there. Even after I showed her the email from Super travel. She wanted me to forward the email to her supervisor , move aside the line and wait for her supervisor to get back with her , as I waited .I was tired, waited in line twice, (both times about an hour) and wanted a room. I settled for the one she gave me, knowing I would be handling it later. The room I reserved cost twice as much as the one they gave me, and was located in the ****** tower, exactly where I did not want to be. I have a bad knee, and the walk to *********** was almost unbearable .

  

  Business Response

  Date: 02/20/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_8298132 at the Rush Tower At Golden Nugget.
  
  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 escalated this matter 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.
  
  Thanks for your patience!
  
  Regards, 
  Corporate

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19391718
  
  I am rejecting this response because: They are not resolving this, they are passing it on to a different department.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 02/24/2023

  Hi again ******,

   

  The Support team is currently working out to the accommodation and teh travel supplier for this reservation. They will follow up with you as soon as possible.

   

  We appreciate your patience in the meantime.

   

  Thank you.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 19391718
  
  I am rejecting this response because:
  Super travel emailed me and told me they had talked to Golden Nugget and the people at the Nugget told them they gave me a bigger room so they felt they didnt have to refund me anything. These are the facts: The room they gave me was the same size room I stayed the year prior for a fraction of the price. But that wasnt the issue. I was traveling alone and could care less even if they had given me a bigger room, but it wasnt' . The main reason I took the reservation in the Rush Tower is because of my bad knee. It is closer to ***********. The ****** tower is where they put me which is about a 15 minute walk with my knee to ***********. That was my concern from the beginning. I found way cheaper reservations though other carriers in ****** tower way cheaper before I made reservation in Rush tower through Super Travel . The REASON I took the reservation was my knee. They cant sell me one thing , and give me another
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/07/2023

  We're truly sorry that your experience with us did not meet your expectations. Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we would like to offer you a credit of 50 USD, so you can use it for a ***********. It is already available to use.
  

  
  This is above the standard compensation in the industry for this type of incidents.

   

  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: 03/15/2023

   
  Complaint: 19391718
  
  I am rejecting this response because: my trip was worth more than $50. I planned it for a year. You sold me one room and gave me another. Bad business . No, a $50 credit wont work because I will never book through them again, therefore, a $50 credit is worthless
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/12/2023

  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.

  I needed to book a hotel room for 2/11/23 due to my childs sporting event, I needed to stay another night in **********. I went online to book the room the dates changed to 2/13/23. I proceeded with the booking not realizing that had occurred. It had been a very long wrestling weekend and when I realized we were staying another night it was already close to 10 pm. When I arrived at the hotel they could not find my booking because of the date was wrong. When I reached out to the company about it they refused to help and sad it was non refundable and non changeable. I had to drive straight home and sleep in my car due to this issue. The lack of customer service and their willingness to help is sad. A company makes a choice to have a reputable business. This company is not that they are full of schemes and lies to steal your money.

  

  Business Response

  Date: 02/20/2023

  Hi *******,
  
  Thank you for reaching out to us about your reservation B_8454799  at the ***********************************************************
  
  We are truly sorry that you had trouble with your reservation.

  
  Please note that we do not have the ability to modify any reservations or change your research.
  Every reservation is made based on 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.
  
  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,
  Corporate

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19392298
  
  I am rejecting this response because: When I got to the hotel the lady behind the desk said she can not make any changes only the company that I booked the room through can make changes. So your excuse makes no sense. Now **************** is pointing fingers at the hotel stating that make the changes. People make mistakes and when I booked the room its your website pulled up the wrong date. I find it interesting that the lady at the hotel made the comment thats how they get ya    
  I have rented rooms through Priceline lots of times and have never had an issue with them.

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

  

  Business Response

  Date: 03/04/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_8454799.
  
  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:02/12/2023

  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.

  I booked this reservations for Mardi Gras in ********* for February 18-21,2023. My guardian passed on Thursday February 9, 2023. His services are being held in ************ on February 18. When I contacted this company to request a refund or change the hotel or any options, I told sorry but we cant do anything for you. This was absolutely heartbreaking and not at all how a grieving child should be treated. I will never be ok about this.

  

  Business Response

  Date: 02/20/2023

  Hi ****** ,
  
  
  Thank you so much for reaching out with regards to your booking B_8333116 at Candlewood Suites Houma, An IHG Hotel.

  We are so sorry to hear about your loss, and we are happy to report that our team was able to provide the assistance for your request. We see on our end that your reservation has been cancelled free of charge. We appreciate your patience and understanding all throughout.

   

  Best,
  Corporate

  
  

• Initial Complaint

  Date:02/12/2023

  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 am traveling to ************ from *******, ** on April 1st. I found the Supertravel website and saw that it was about $20 less than others. I searched online to make sure it was legitimate (I found them on your BBB website) and, despite negative reviews, decided to book. I was deciding between two different hotels on two different browser tabs. Each one had the correct date in (April 1 - April 2). I chose one and booked using PayPal. I immediately received text and email confirmations that said the booking was for yesterday (2/11)! I placed the reservation at 11:48 pm. There is no way I would book a hotel at 11:48 pm for a hotel 8-9 hours away. I figured it would be an easy fix and used the chat function to ask about amending the reservation. I was a little worried about the "non-refundable" language in the email but confident that they would resolve the problem as it was an error on the website's part and not mine - I double checked the dates. However, after spending quite a long time with this, the representative (****) insisted many times that the reservation was non-refundable and thanked me for my understanding, even though I did not understand. They should be able to cancel or amend the reservation - it is not a fair policy to scam customers out of money due to an error on their end. He advised me to contact my bank at one point, so I did contest the charge with PayPal. At this time, I began to suspect I was speaking with an automated bot and the entire interaction made me feel like this was in fact a scam website. I tried to speak with another agent to see if there was an actual human on the other end, and ended back up with ****. I told him I disputed the charge and at this point he said that was the reason why he couldn't cancel the reservation, but this is incorrect because he said he couldn't cancel or amend the reservation from the very beginning. Long before he knew I had disputed the charge. At this point, the charge still stands.

  

  Business Response

  Date: 02/19/2023

  Hi ***,
  
  
  Thank you for reaching out to us about your reservation B_8455251  at the *******************************************************************************. 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.

  We are truly sorry that you had trouble with your reservation.

  
  Please note that we do not have the ability to modify any reservations or change your research.

  
  Every reservation is made based on 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.

  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: 02/21/2023

   
  Complaint: 19391396
  
  I am rejecting this response because: I do not understand why a reservation cannot be cancelled or modified if there's an error on the booking website. In addition, on one hand you say that the agent was no longer able to assist me because I initiated a chargeback, and on the other, you insist that reservations cannot be cancelled or modified. The agent also shared these conflicting statements. 

  I only disputed the charge when I started feeling like this was a scam website and worried that this was a fraudulent charge. I would have been more than happy if the agent had been able to assist in any sort of way prior to the chargeback, but he insisted he could not. 

  In sum, I had selected the right hotel with the right dates, but it reverted to the current date for whatever reason.  A trip that would be impossible - I think any reasonable company could modify or just cancel. The agent I spoke with sounded like a bot, and my overall experience still makes me feel your company is one big scam. Most reviews online suggest this, and I was not surprised to learn that you had recently rebranded. 

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

  

  Business Response

  Date: 02/24/2023

  Hi again ***,

   

  We reiterate that were no technical issues from our end.
  
  We understand your frustration, nonetheless, as previously stated, all communication must be via the dispute that you initiated as this is mediated by the bank.
  

  
  Regards,

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19391396
  
  I am rejecting this response because: You are not accepting responsibility for an error on your part.  In addition, I have not received a refund from my bank since disputing the charge.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:02/12/2023

  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 reservation in error for the end of the month (1 night) at the ***************** Dulles in *******. Super Travels subsidiary ReservationStays.com captured the booking posing as the actual Hilton. (B_8439104 is their record number) They offered and I paid an additional fee to make this totally refundable. In less than 24 hours I realized the error and asked for a total refund. ReservationStays.com insisted I use the form at RefundMe.com. ( DD557790 is the refund application number) Refund Me.com insisted my claim was invalid and I should go back to ReservationStays.com for an appeal. An around and around we went. No refund despite multiple emailsP . The last email said to contact the parent company super.com. Super.com does not accept email complaints for Super Travel. I have had enough and wasted to many hours on this, A review of their ratings numerous and complaints led me here..These sites are scam artists. No hotel especially the Hilton would invoke a nonrefundable reservation and charge a fee to make it refundable and not offer a refund within 24 hours of the booking. Avoid these sites at all costs.

  

  Business Response

  Date: 02/19/2023

  Hi ****,
  
  Thank you for reaching out to us about your reservation B_8439104 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.
  
  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: 02/20/2023

   
  Complaint: 19391342
  
  I am rejecting this response because: It is ridiculous and wrong. I paid an extra fee to make the reservation refundable. Nothing has changed based on their response. They still have kept my money for nothing received.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/24/2023

  Hi ****,

   

  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.

   

  Please note that your reservation does not meet the criteria for free cancellation.

  **************************************

   

  Despite that, our Support team is still working on this case and reaching out to the accommodation on your behalf to request an exception to be made. They will follow up with you as soon as possible.

   

  We appreciate your patience.

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19391342
  
  I am rejecting this response because:it is neither reasonable nor acceptable. It is theft
  
  Sincerely,
  
  *********************