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:02/11/2023

  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.

  On Saturday February 11th, I booked a room through super travel. I paid for a standard King size bed or two doubles. Upon getting to the hotel, the hotel informed me that super travel only booked me a queen size room. I paid a $106 for the king room compared to the queen size standard room that super travel had at $91 When bringing it up to super travel, they informed me that they booked me a queen room because it's what was avalible, even though they gladly took my money for the king room. That is very untrustworthy and false advertising what products they can give me.They said they can't refund me partially because it's non refundable. Basically they charged me for a king room, then went to the hotel and booked me the queen room. They did nothing to help me. They just said "it's what was avalible and your payment is non refundable" Why would you charge for a king room, but book me a queen room. The hotel had king rooms avalible but cannot upgrade me to the king room I purchased, because super travel only purchased me a queen room. My booking confirmation number is B_8448643 My desired resolution would be to get my money difference back. Considering they were selling something that they couldn't fulfill.

  

  Business Response

  Date: 02/17/2023

  ***************text="true" style="box-sizing: border-box;">
  Thank you for reaching out to us about your reservation B_8448643.
  
  
  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,
  

• Initial Complaint

  Date:02/08/2023

  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.

  I mistakenly booked a hotel room at midnight for February 8, 2023. The website would not allow me to book overnight from the seventh to the eighth, which is what I was intending. Instead it booked me from the 8th through the 9th. The hotel was not able to modify the reservation as it was through a third party. I did not use the room for the night that it was booked. I called super travel to cancel the reservation and request a refund, but they refused. I do not think it is fair for them to charge me for a room that I did not use. I called them on the eighth before the aforementioned night that was booked. Therefore, my booking should at the very least be modifiable. The customer service person was of no help. I am now disputing the charge.

  

  Business Response

  Date: 02/17/2023

  Hi,
  
  Thank you for reaching out to us about your reservation B_8416663.
  
  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: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. In response, I did speak directly with the hotel to change my reservation for the correct date, and they would have been happy to do this. However they could not because the reservation was through SuperTravel. They suggested I contact SuperTravel to edit/cancel my reservation, which I did
  

  The business has provided a refund and I am satisfied with this response. Thank you 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/08/2023

  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.

  20 Oct 2022 I booked a hotel stay for onenight via snaptravel ($52.42) at the day inn 1.The Days Inn Cancelled my booking due to the positive Covid test.2.They agreed to refund the booking but it need to go thru the travel agency, Snaptravel. All the travel agency needed to do was call them 3.Snaptravel refused to talk to the hotel and simply said the fare was non refundable.4.Snaptravel even refused to find me alternate lodging even after their (vendor) hotel cancelled my booking.5.Snaptravel refused to refund the hotel fees even after their vendor (Days inn) has canceled the booking!!Snaptravel did not provide the service for a hotel booking because their own vendor cancelled it and yet they refused to refund the amount charged to my account.

  

  Business Response

  Date: 02/17/2023

  Hi,
   
  Thank you for reaching out to us about your reservation B_7288295.
  
  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: 02/19/2023

  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:02/07/2023

  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.

  Booked hotel through this company. The hotel didn't have the room/amenities that supertravel offered online. The hotel refunded all the money to supertravel and supertravel refused to send a full refund and kept some of the money.

  

  Business Response

  Date: 02/09/2023

  Hi *********,
  
  
  Thank you for reaching out to us about your reservation .B_8412016 at the ***************************.
  
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. This also applies to their staff behaviour. In cases like this, we have found that it is most effective to take concerns directly to the hotel management.
  
  
  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.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  
  This being said, please note that our Support team did contact the accommodation on your behalf to confirm management approval and had issue a refund on 2023-02-08. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  
  Please see enclosed your refund receipt.
  
  We reiterate our apologies for any inconvenience.
  
  
  Regards,
  Corporate

• Initial Complaint

  Date:02/07/2023

  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.

  I booked a reservation to the Best Western ********************************** in *********** on February 4 for 3 nights. When I arrived at the hotel I was told they were fully booked and my reservation did not go through. I then booked a room at another hotel. When I saw the reservation charge for $551.73 for Best Western Saint *********** I spoke with **** at the hotel the same night (2/4) who said I would receive a full refund. I contacted Snap travel who is refusing to refund my money.

  

  Business Response

  Date: 02/09/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation B_8383611  at the **************************************************.

   

  We are truly sorry to hear 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.
  
  
  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.
  
  
  When our Support agent contacted the hotel, ******, the Front Desk Manager informed them that they were not overbooked, but rather their staff was unable to locate the booking at the time of your check-in, so later when it showed up they cancelled it.

   

  It is noted that you were fully refunded on 2023-02-07. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank, therefore you must reach out to them for an exact timeframe.
  
  Please see enclosed your refund receipt.

   

  We want to bring to your attention, nonetheless, that we do not have a record of your contact reporting this, so the issue could be resolved while you were at the frond desk. Please note that we have a 24/7 Support team with live agents happy to assist.
  
  
  For future reference, when in need of assistance, please reach out to the Support team soon as possible so they can assist. All our contact information is available on the site and in your confirmation email.
  
  
  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: 02/10/2023

  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:02/04/2023

  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.

  I booked a reservation through SuperTravel at a hotel in **************** for the night of February 4th. I booked the room a week in advance. I was running the half Marathon on the beach the morning of the 5th. I called the hotel several times to see if they had my reservation and they did not. When I spoke with supertravel they assured me that the reservation would be in the hotel system by the time of check in (they even cited 100% reservation confirmations). On the morning of the 4th I check the hotel again and still no record of a reservation. I called supertravel and they escalated it to their urgent care team. They said I would hear back within 3 hours and I didnt hear back. I then had to call again and they said they would escalate again. I then hear back over an hour later from *** at the urgent care team that: This is *** from SuperTravel Amendments team once again. Good news! I've confirmed your hotel confirmation number from the hotel front desk it is DSGQCCFPKF?. Have a great trip!I then called the hotel just to make sure and once again they had no sign of the reservation. So again I called supertravel and they issued another urgent ticket. I then heard back an hour later (its now after my check in time) that their Our travel partner tried to contact the hotel, however, they said that they can no longer confirm the booking so they offered cancellation with a full refund instead.Unbelievable, why do they call it a reservation if nothing is getting reserved ?!? So their solution is to refund my money but what about booking me a room somewhere on their dime? Hotels were around $500/night for reserving same day. I couldnt afford that and now Im going to miss my race. I appreciate the refund but to make things right they should have booked me room somewhere nearby or provide $$ to compensate for the I creased cost. I asked to speak with supervisors or management and they hung up on me. Never going to work with supertravel again. Buyers beware.

  

  Business Response

  Date: 02/09/2023

  Hi *********,

  Thank you for reaching out to us about your reservation B_8312194 at the ******************************************, An IHG Hotel.
  
  We are truly sorry to hear that you had trouble with your reservation. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  
  
  For context, our hotel rooms are sourced from different partners 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.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, 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.
  
  
  
  It is noted that you were fully refunded on 2023-02-05 and granted the maximum compensation for this sort of instance, across the industry which is 20% of the total amount of your reservation. Your experiences mean a lot to us, so as a token of our commitment to continuously improve, as a one time exception we would like to increase your a credit compensation to 50% of your reservation, so you can use it for a future stay. It is already available to use.

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

  Corporate

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 19335206
  
  I am rejecting this response because:
  Whether is it 20% or 50%, I dont want credit to your service. From a customer point of view-I cant trust that you are placing a reservation on my behalf? You sold me a reservation but clearly nothing was actually reserved. I cant depend on your site for future trips unless theyre is some sort of guarantee that you can book me somewhere else equivalent if your reservation falls through. The problem is that finding out literally at the time of checkin that the reservation didnt work really screws over the traveler and rates are way high when you try to book same day. I want cash compensation, not a credit for your unreliable service.
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/17/2023

  Hi,
  
  Thanks for reaching out once again. 
  
  While we are truly sorry for the experience you had, however, we are afraid we cannot offer further compensation in this instance.
  
  Please understand that accidents like this are common in the travel industry, and these are not the fault of a third-party company, like ours Nonetheless, the customer is definitely not at fault in these instances either, hence why we put in place processes to correct those instances and minimize the negative impact as much as possible.
  
  Your experiences mean a lot to us, so as a token of our commitment to continuously improve, and because you had explained your unique situation, we issued uncapped credit compensation, for future stays. This is something that we already had to request approval from our higher management.
  
  Once again, we ask you to, please accept our apologies, and genuinely hope you could take a chance to re-book using those credits in the future so we can prove you can have a different experience than this one.
  
  Kind regards,
  

  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:02/04/2023

  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.

  Im disabled and homeless with 3 children. I prepaid and reserved my room however the motel did not receive payment from Super travel. Its been 24hrs and the issue hasnt been resolved. *** made 3 attempts to speak to management but was unable to be transferred by agents. This situation has caused high anxiety and severe stress! Im in heart failure & cannot afford to be on the streets with my children due to this business not resolving this issue by end of business day.

  

  Business Response

  Date: 02/07/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation .B_8361849 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.

  
  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.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, 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.

  
  
  It is noted that issue between the hotel and the travel supplier was sorted and you're granted credit compensation (20% of the total).
  
  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: 03/28/2023

   
  Complaint: 19332902
  
  I am rejecting this response because:I was asked to leave the property the day of my reservation. I was told I was going to get a call back the day of, issue was not resolved as promised. Agents were very rude when I asked for a Manager. I was not refunded as I requested and Im demanding compensation for stress and anguish. Many attempts were made for a manager to call he motel to confirm payment, no representatives called to clarify or rectify the issue. This took 2 /2 days to resolve. 
  

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

  

  Business Response

  Date: 04/03/2023

  Hi ****** ,

  
  Thank you for the follow up and once again we apologize for the inconvenience. 

  Allow us to help you. This matter has been escalated to our *********** team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible. Thank you for your patience.

   

  Best regards,

• Initial Complaint

  Date:02/02/2023

  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 a room at the *********************/********************* 31/2023 on my **** debit. Upon arrival, I was informed that I could not provide a deposit with the same card. I called **************** and they refused to give me a refund. I was beside the Manager **** at the time and he told me to just ask them to call him as this was highly unusual and wrong. They refused to call him. They refused to let me speak to a manager. I spent $154 for a room I could not enter and they left me on the street. They are horrible and have no honour, dignity, ethics or compassion.

  

  Business Response

  Date: 02/07/2023

  Hi *****,

  
  
  Thank you for reaching out to us about your reservation .B_8338770 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.
  
  
  It is noted that you were fully refunded on 2023-02-03.

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

  Regards

• Initial Complaint

  Date:02/01/2023

  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 thought I had found such a great deal on this site but was horribly disappointed after a full day of calling customer service and all of the reps saying the same thing like little robots! Sorry cant help you and lying with no resolution to my issue! I will never ever use this site again! It should be shut down and wish I would have read all the complaints before trying to book! First issue is that I was checking out to book a hotel room on the website and the site said it couldnt process my credit card. I knew there was nothing wrong with my card but I put in another one just to make sure it wasnt they dont take Amex so tried a ***** Said it couldnt take that one either so I did PayPal still said denied. I saw the charge for the room come through and thought ok Im good maybe the site is just messing up. Come to find out it charged my card but didnt book the hotel and got no confirmation. So I called & they said it happens all the time they will hold the money for days then it will drop off as a charge but it didnt go through so would need to book again & pay the higher price it charges to once you have booked or search again. Absolutely crazy to act like my card was not being processed but clearly charging it the full amount. I want to make sure that authorization is removed and I had to call again cause your site saved my personal **************** credit card information on it. Customer service said no we dont have that in our system but its clearly online when I log in. They said cant delete it and advised I clear my history & restart my phone to try to remove it. I told her thats not how that works and I want all my information deleted from online. Please just confirm this will be done & Ill never be trying to buy anything else from your site. Its been the longest most frustrating experience today with not one bit of help. Plus one support number doesnt work & I was hung up on at least 5 times today while trying to talk & chat with support.

  

  Business Response

  Date: 02/02/2023

  Hi ****,
  
  Thank you for reaching out to us.
  
  We are truly sorry to hear about your experience, however, please provide us with your reservation information, so we can look into it:
  
  Order ID:
  Email used for the reservation:
  
  Hope to hear from you.
  
  Regards,

  Corporate

• Initial Complaint

  Date:02/01/2023

  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.

  We booked a reservation with SuperTravel and we need to modify the booking. We have spent two weeks trying to get this modified by the company and the hotel directly with no resolution. At this point I just want a cancellation or modification which they are not willing to do. The hotel is saying it is on Super Travel alone which is crazy. My booking confirmation number is B_8255297. You cannot speak with anyone directly with this company and the number currently on your BBB website doesn't exist.

  

  Business Response

  Date: 02/02/2023

  Hi **** ,
  
  Thank you for reaching out to us about your reservation B_8255297  at 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.
  
  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: 02/03/2023

   
  Complaint: 18965979
  
  I am rejecting this response because:

   

  It was very clear that when booking the reservation it was made for April the 12th not May the 12th. The cancellation language did not appear as the client stated until after the booking was received and then changed to May. I am not sure if it was done on their side or not but the original booking was made for April the 12th. I find it VERY unreasonable that this cannot be modified or cancelled since clearly you already have the money. I have reached out to the hotel General Manager ********************************* and she is working on trying to get this resolved. I have also reached out to IHG corporate office for resolution. I have filed a complaint with the ******* ************************ as well. This business puts wording after the fact and I can't verify who actually made the mistake. Granted computers do have issues but clearly everyone involved should want to make this right. The business needs to make an exception and provide the refund. I will NEVER use them again. 

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

  

  Business Response

  Date: 02/07/2023

  Hi again ****,

   

  We understand your frustration, nonetheless the the accusations of modifying your reservation details after the sale are invalid. 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.

  Despite the fact that you booked a reservation we a Non-refundable policy, our Support team is working with the accommodation and the travel supplier to see if an exception can be made on your behalf.

   

  We appreciate your patience in the meantime.