Complaints

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:07/17/2025

  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 had a reservation, B_19911861. I paid for the refund policy on the website. Upon filing for a cancellation due to work emergencies, they not only did not refund me, but I experienced rude service from their online customer service (they do not have anyone that you can call, further showing the unprofessionalism of this company.) At one point I was asked to call the hotel in ********* that I was going to stay at and I confirmed that it was cancelled for free. So this means that super.com was never charged for this stay at the hotel.I never received a message back after sending the documents on the online chat that stated the hotel was cancelled for free.The company continuously claimed that I did not file for a refund. However in my online chat the customer service representative did finally state that I should get a refund since I paid the 70 some dollar fee to get the refund, but told me in the email that they would state that it was non-refundable. I suggest no one do business with them, it is a set up, and an absolute JOKE!I have attached the documents that show that there is no charge from the hotel, and that my room was cancelled for free.

  

  Business Response

  Date: 07/18/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate the opportunity to address your situation and provide the assistance you need.
  
  We have escalated your case for further review and are pleased to inform you that we were able to secure a refund with the hotel. We have processed the refund for your reservation, and you can expect the funds to be reflected in your original payment method within the next 3 to 5 business days.
  
  Your feedback is incredibly important to us, and we're committed to ensuring that your experience with us is a positive one. If you have any further questions or if there's anything more we can do to assist you, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/17/2025

  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 was charged $30 on July 16 from this company. I called and they told me that I somehow signed up for their business when doing a transaction online and they asked for my information to give me a credit. I didnt trust giving my information to them. I would like a refund of my $30 and for the reoccurring charge to be canceled because I didnt sign up for anything willingly. This is a shady way of doing business.

  

  Business Response

  Date: 07/21/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to provide some clarity and assist you further.
  
  The Super+ membership is an optional subscription that offers a range of benefits and savings, and it requires explicit customer consent to activate. We understand how important transparency is when it comes to subscriptions.
  
  We've escalated this matter and, as part of our efforts, we were unable to locate a membership associated with your provided contact number or email address. Our support team has reached out to you requesting additional details so that we can proceed with your request efficiently.
  
  Please know that we are committed to addressing your concerns and ensuring a satisfactory resolution. If you need further assistance or have any additional questions, feel free to contact us. Were here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23613565
  
  I am rejecting this response because:
  
  when they talked to me on the phone, they asked for more information in order to find their account for me. They were asking for the first six of my credit card and the last four of my credit card. That is not OK with me as they can identify me in more ways In order to commit more fraud. They also asked for my hotel reservation ID number. When I called my hotel, the hotel claimed there was no third card involved in booking this stay. Im not sure even how they got my credit card information but it wasnt from booking a hotel. I hardly ever order things online. I just want my $30 refunded and whatever account they have for me to be closed.

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

  

  Business Response

  Date: 07/22/2025

  Dear ******,
  
  Thank you for your follow-up and for sharing your concerns. We genuinely appreciate your patience as we work to address your situation.
  
  To assist with your request, we typically require information such as the first six and last four digits of your credit card, which are essential for locating specific transactions and ensuring accurate resolution. Normally, customers can use a contact number or email address to make their accounts more accessible within our system. However, as we were unable to find a Super+ membership subscription under your current details, the information requested by our support team is necessary to proceed further.
  
  If you're unable or unwilling to provide these details through a secure method, we will need to consider this case closed from our side. Please know that we're committed to supporting you and ensuring your experience with us is positive.
  
  If there's anything more I can do to assist you, or if you have any questions, please don't hesitate to reach out. We're here to help in any way we can.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23613565
  
  I am rejecting this response because: 

  If super.com could not find me in their system after billing me $30 from my credit card, which I did not authorize, then I am not willing to accept this as a solution since I did not have an account that showed up in their system, they cannot close it. I gave them two numbers they were asking for for my hotel reservation one was from best Western, and the other from ************** in *******. Since there was no third-party involved, obviously these numbers did not helpsuper.com. Get my money refunded or locate an account. I am still demanding a $30 refund and if I dont get it by tomorrow, I will report this on my credit card as fraud. I will not ever give my first six digits and last four digits of my credit card number to them in order for them to find the transaction that they did unlawfully. With over 900 complaints to the Better Business Bureau, this company is obviously a scam and should not be able to do business with anyone and forced to close their doors! 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 07/24/2025

  Dear ******,
  
  Thank you for your follow-up and for sharing your concerns. We truly understand your position and appreciate your diligence in ensuring your transaction security.
  
  To process your request for a refund, the details requested, such as the first six and last four digits of your credit card, are the most effective way for us to locate specific transactions. This allows us to ensure an accurate resolution. Typically, a contact number or email would suffice, but since we couldn't find a Super+ membership under your provided details, the additional information becomes necessary.
  
  Should you choose not to provide these details, we're unable to proceed further in resolving this particular issue and will need to consider this case closed from our end. We are here to support and assist you with any future inquiries or needs you may have.
  
  If you decide to provide the required information via our secure methods, or if there's anything more we can do for you, please feel free to reach out. Our intent is to support you and ensure your experience with us is as smooth as possible.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23613565
  
  I am rejecting this response because:

  Since Super.com was unable to refund the $30 that was charged to my *********** card without my authorization, and continued to ask me for more information that would allow them to scam me further, I reported them  to *********** as committing fraud. I no longer wish to receive any correspondence from them as they never tried to resolve this another way and I have taken action into my own hands. Please, please, please close this company down! I have to get a new card and update all my accounts that have automatic withdrawal for a measly $30. I wish Better Business Bureau wouldve done something more.

  Here is proof of reporting the fraud to ***********. This was there email:

  
  A Recap of Your Recent Fraud Report
  Thanks for calling us to report fraud on your account ending in 9225.
  Because of This
  We immediately shut down your card so fraudsters cant use it and issued you a new onewell email you when its on the way.
  Any virtual card number used to make a fraudulent transaction has been shut downdont forget to set up new virtual card numbers to replace what was deactivated.
  The transaction(s) you reported as fraud will be temporarily credited to your account while we continue our investigation. Pending transactions will be credited to your account once theyve posted. Dont worry about declined transactions because they wont post to your account. (If you reported more than 10 transactions, a complete list will be provided in your recap letter.)
  Date Merchant Name Amount
  Jul 16, 2025 SUPER+ *SUPER.COM $30.00

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

• Initial Complaint

  Date:07/17/2025

  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 had used this service when searching for a discounted hotel stay. I never signed up for their subscription service nor did I apply for any sort of card offer from this company. Within the last 3 months a subscription and card was opened and I have been charged $15 each month. I did not realize this until my bank flagged the charge as fraudulent. I have not been able to receive any response from Super.

  

  Business Response

  Date: 07/17/2025

  Dear *****,
  
  Thank you for reaching out and describing your experience with us. We sincerely appreciate the chance to clarify the situation and assist you.
  
  The Super+ membership is designed to offer enhanced benefits, such as better rates, cashback on travel, and exclusive earning opportunities. It looks like the membership was activated during your booking on June 13, helping you secure competitive rates and unlocking additional perks. We understand that this may not have been clear, and we're here to ensure you get the support you need.
  
  Rest assured, we have cancelled your membership to prevent any future charges. Although Super+ charges are typically non-refundable, we have processed a refund of $15 as a one-time exception. Please allow 3 to 5 business days for the funds to reflect in your account.
  
  If you have any more questions or if there’s anything else we can do to assist you, please feel free to reach out. We're here to help and make sure your experience with us is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/17/2025

  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.

  Transaction Date: June 19, 2025 Amount Paid: $1,038.46 Nuitee Booking ID: ******* Hotel Confirmation #: ******* Hotel: DoubleTree by ******************************** I booked a 3-night stay through ********** for June 1922, 2025. From the moment I arrived, the air conditioning in my hotel room (Room 814) was not working. The room was hot, humid, and extremely uncomfortable, with a loud clicking sound coming from the ceiling vent. I reported the issue to the front desk multiple times. The only solution provided was draining the A/C unit, which did nothing to fix the problem. I asked to be moved to another room with working air, but was never relocated.After two nights without sleep due to the heat, I checked out early on June 21. The conditions were unlivable, especially for a beachfront hotel during the summer. **************** agreed the situation was unacceptable and issued a formal written request on June 22, 2025, asking Nuitee to provide me a full refund. The email came from the Assistant General Manager, ****** *****, and confirmed I would not be charged any early departure or cancellation fees.Despite this, Nuitee failed to issue a refund. Their only response was a vague message stating they would "double check with the guest," and I never heard back. I filed a dispute with my credit card company, submitting the hotels refund request as evidence. However, the charge was reinstated because Nuitee did not cooperate or confirm the refund.I paid $1,038.46 for a stay I could not complete due to conditions acknowledged by the hotel itself. I am requesting a full refund. Nuitee has ignored both me and the hotel, and this has caused significant inconvenience and financial loss.Desired Resolution:I am requesting a full refund of $1,038.46, in line with the written request made by the hotel on June 22, 2025, and the failure of Nuitee to fulfill the services I paid for.

  

  Business Response

  Date: 07/17/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience regarding your stay at the DoubleTree by ********************************. We genuinely appreciate your patience and understanding as we've worked to resolve this matter.
  
  We understand that facing challenges with the air conditioning affected your comfort, and we truly appreciate the steps you took to communicate with hotel management. Your feedback is important to us and helps ensure we continue to provide excellent service.
  
  I'm pleased to let you know that we have processed a full refund of $1,038.46 to your original payment method. You should see this amount reflected in your account within the next 3 to 5 business days.
  
  If there are any further questions or if you need additional assistance, please feel free to reach out. Were here to help ensure your experience with us is as positive as possible.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23613251
  
  I am rejecting this response because:

  Dear BBB,
  
  Thank you for facilitating this case. I am writing to reject the companys July 17 response, which stated that my full refund of $1,038.46 had already been processed and would post within 35 business days.
  
  As of today, no refund has posted to my account. Additionally, I have received multiple emails from both the hotel and Nuitee after July 17, indicating that the refund has not yet been issued. In fact, the hotel is withholding funds from ****** until they see confirmation that I, the guest, have been refunded. The emails also show Nuitee is still deflecting responsibility and not taking ownership of issuing the refund directly.
  
  Given this continued back-and-forth, I am escalating the complaint. The matter is not resolved, and I am still owed the full refund. I will accept the resolution only once the funds are actually returned to my original payment method.
  

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

  

  Business Response

  Date: 07/21/2025

  Dear *****,
  
  Thank you for your follow-up email and for keeping us informed of the situation. We genuinely appreciate your patience and perseverance as we work to bring this matter to a satisfactory resolution.
  
  I can confirm that we have processed the full refund of $1,038.46 to your original payment method. I have attached the confirmation for your reference to further assist with any communication you may have with the hotel or Nuitee.
  
  Please allow some time for the refund to appear in your account, as processing times can vary depending on individual banking institutions. If theres anything more we can do or any additional questions you have, please feel free to reach out. We are here to support you in ensuring this is rightfully resolved.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have received the refund in my account. I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/17/2025

  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.

  There was an unauthorised transaction on my account to the amount of $23.10 after using the app to book accommodation. I have not and did not join the membership and did not agree to any subscription or charges.

  

  Business Response

  Date: 07/17/2025

  Dear Emma,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate the opportunity to address your concerns and provide some clarity.
  
  The Super+ membership is an optional subscription designed to offer a range of benefits and savings to enhance your travel experience. It requires customer authorization to activate, ensuring users choose to opt in.
  
  After reviewing your account, I want to assure you that the Super+ membership has been cancelled to prevent any further charges. Although membership fees are typically non-refundable, we've processed a refund of $30 as a one-time exception. This refund covers all charges related to the Super+ membership. The funds will reflect to the original payment method within the next 3 - 5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. We’re here to help and ensure your experience with us is both positive and seamless.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/17/2025

  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,
  
  
  
  Emma W*****

• Initial Complaint

  Date:07/17/2025

  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 on July 1, 2025 for 2 Queen beds for July ***** (2 nights) - 2 adults. Confirmation number is B_19589267. The hotel was booked under my sister since we had to use her credit card. At the time of the booking, we had selected the cancellation to be added which was roughly 20 dollars/night. After the tickets were purchased and we got the confirmation, it said the tickets are non-refundable. So I reached out to customer service and no one listened to me. I told them when I was booking the tickets, I selected the cancellation to be added. All the service agents kept telling me is that the booking is non refundable and resent my booking, not even listening to what occurred. I now have an emergency that is not letting me travel furthermore, I no longer have transportation to reach the destination. I tried to book a car rental, for the sake of sucking it up and going to the hotel, but unfortunately due to me and my sister being underage we cannot rent. I reached out to Super to get a refund explaining that I purchased cancellation and I have a family emergency plus no transportation as the original transport fell through. They said I need to reach out to the hotel. The hotel said they can issue a refund but since it was purchased with a third party, I need to reach out to Expedia however, I booked with Super. I reached out to Expedia and they dont have my booking and to reach out to super. I keep advising the Super customer agents that I purchased cancellation but no one is helping me out. They keep resending my confirmation saying its not refundable and refuse to listen that I purchased cancellation and clearly theres a mistake on their end. I even told them the hotel said it can refunded but booking service needs to issue it. No one has gotten back to me at all nor help me with the situation. This situation has given me deep depression and furthermore Im a university student and this situation affecting everything. I dont have extra money to give

  

  Business Response

  Date: 07/21/2025

  Dear Karan,
  
  Thank you for reaching out and sharing your situation with us. We truly understand the circumstances youre experiencing, and we are committed to assisting you in every way possible.
  
  I want to assure you that we have escalated your case and taken steps to carefully address it. We reached out to the hotel and spoke with ****** the ************** Manager. He mentioned that cancellations are generally approved in cases of medical emergencies with supporting documents or in situations involving flight changes.
  
  We know this matter is important to you, and our support team has contacted you directly to further investigate and explore any additional options we may have available. If you can provide us with any documentation that might assist in resolving this, it would be greatly valued.
  
  If theres anything more you need or if you have further questions, please feel free to reach out. Were here to support you and aim to provide any assistance necessary to enhance your experience.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/16/2025

  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.

  Noticed a charge on my bank account reoccurring since November 2024. Each recurring payment was $15 in total of $150. This was from a company I had never heard of or known so unsure how they are taking money from my bank account. This company is scamming people on subscriptions that were never signed up for.I am requesting a full refund and my information removed from your databases.

  

  Business Response

  Date: 07/17/2025

  Dear ******,
  
  Thank you for reaching out to us and sharing your concerns. We appreciate the opportunity to provide some clarity and assist you with this matter.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings. It requires customer authorization to activate, ensuring that participation is by choice. We understand how important transparency is, and I want to assure you that your Super+ membership has been cancelled to prevent any further charges.
  
  While membership fees are typically non-refundable, we've processed a refund of $135 covering the past 9 months. This refund has been processed to your original payment method, and you should see the funds reflected in your account within the next 3 to 5 business days.
  
  If there's anything more you'd like to explore or any additional questions you have, please feel free to reach out. We're here to help and ensure your experience with us is positive moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/16/2025

  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.

  Super + super.com claims I do not have an account but they are trying to take money out of my account $30 was taken out before. I blocked them. And now they are still harassing me. I’m unable to cancel a membership because they say it doesn’t exist. Then why am I trying to be fraudulently charged. I already contacted cash app. Blocked them and now I’m contacting you for help. Because apparently they keep doing this to others

  

  Business Response

  Date: 07/16/2025

  Dear ****,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to address the situation and provide clarity.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits and savings. It's important to know that it requires explicit customer authorization to activate. We understand how crucial transparency is in these matters, and I want to assure you that we take this seriously.
  
  I’m pleased to inform you that we have cancelled your Super+ membership and, as a one-time exception, processed a refund of $30 to your original payment method. The funds should be reflected in your account within the next 3 to 5 business days.
  
  If there’s anything more you’d like to explore or questions you have, please feel free to reach out. We’re here to support you and ensure your experience with us is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  Date of transaction :June 7th
  
  Reservation was for North building at **** * ***** ***** ****** ****** *** US
  
  Stay dates: July 11th to July 15th
  
  At check in I was given South building at **** * ***** ***** ****** ****** *** US.
  
  I had told super.com that I was given the wrong building and again reserved me in the wrong building
  
  I was supposed to stay with 3 other families in the north and now got separated in the south and completely ruined my vacation.
  
  Hence I am asking for a full refund back for mental stress and vacation that got messed up

  

  Business Response

  Date: 07/21/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We genuinely understand how important it is for everything to go smoothly when vacationing with other families, and how being in a different building than planned can be quite unexpected.
  
  After contacting the hotel directly to understand the situation better, they confirmed that your reservation was recorded for the South building. We truly appreciate your patience and understanding as we looked into this.
  
  While a full refund is not available since the booking was used, we want to ensure you feel appreciated and valued. As a gesture of goodwill, we've processed a refund of $100 in Super Travel credits. These credits are available for your future bookings, and we hope they enhance your next travel experience.
  
  Should you have any more questions or need further assistance, please feel free to reach out. We’re here to support you and look forward to making your experience with us even better.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the credits given does not reflect the mental and physical stress of a vacation by giving us the wrong reservation
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Customer Answer

  Date: 07/21/2025

  Refund was not received . 

  

  Business Response

  Date: 07/22/2025

  Dear *****,
  
  Thank you for your follow-up email. We appreciate you reaching out to us and giving us the opportunity to clarify the situation.
  
  Upon reviewing your account, I can confirm that we credited your account with Super Travel credits totaling $100, rather than issuing a direct payment to your original payment method. Our records indicate that you've successfully utilized these credits for your upcoming reservation at ********* ** ******** ******* ****** with a check-in date of August 4, 2025, and check-out on August 5, 2025.
  
  We hope you have a wonderful stay and enjoy your time at Niagara Falls. If you have any more questions or need additional assistance, please feel free to reach out. We’re here to help and ensure your experience with us remains positive.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am asking for a full refund 
  
  
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 07/23/2025

  Dear *****,
  
  Thank you for your email and for sharing your request with us. We truly appreciate your patience as we work through this matter.
  
  After reviewing your booking, we have not been able to secure a full refund since the booking has been utilized. As a gesture of goodwill, we have credited your account with Super Travel credits, which you have already used for your upcoming reservation. These credits are designed to enhance your future bookings with us.
  
  We understand this may not be the resolution you were hoping for, and, with this response, we are considering this case closed from our side. If there's anything further we can do to assist or if you have any other questions, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the credit given doesnt come close to the pain that super.com has caused.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/16/2025

  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.

  Super.Com Approved The Refund. Maybe ****** wants Super.Com To Send A Refund Check To the Customer. / ********** Certainly Approved.
  
  Please see below.
  
  
  Super.com
  Tue, Jul 8, 5:25 PM
  
  
  
  
  
  Here’s what you need to know:
  Resolution Process: At this stage, any further inquiries or updates regarding the dispute must be directed to your financial institution. They will be your primary point of contact and will keep you informed about the status of your chargeback case.
  Chargeback Decisions: It's important to note that once a chargeback has been initiated, the outcome is entirely in the hands of your financial institution.
  Further Assistance: While the chargeback process is active, please be aware that we do not have access to your booking or the ability to provide further assistance. This limitation ensures compliance with the chargeback proceedings.
  Thank you for your understanding and cooperation.
  
  Warm regards,
  *********,
  Super.com Support.
  
  On Tuesday, July 8, 2025, 10:09 PM "******* ***" wrote:
  To whomever it may concern,
  
  The refund for guest ****** ***, from 7/4-7/5, is approved.
  
  Kind regards,
  ******* *****
  
  Always a great stay @ the ******* *** ******** ******** !
  1*** ****** ***** ***** **
  ********* ** *****
  ************
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/16/2025

  Dear ******,
  
  Thank you for reaching out and sharing your situation with us. We truly appreciate your patience and understanding as we navigate this process together.
  
  Currently, a dispute has been filed with your bank regarding the transaction, which requires all further communication and resolution efforts to be conducted through them. Our role in this process is to provide any necessary documentation and support to your bank to assist with their investigation. Because of this, we're unable to make any direct interventions or address the matter outside of the bank's procedure until the dispute is concluded.
  
  If the dispute hadn't been initiated, we would have been able to look into this internally for further review. However, during a chargeback process, direct communication or actions about this booking are not possible from our side.
  
  We encourage you to keep in contact with your bank for the latest updates on the case. Please know that we are more than willing to provide the necessary support to ensure a thorough review.
  
  Thank you for your understanding and cooperation. If there's anything else we can assist with, please feel free to reach out.
  
  Warm regards,
  Super.com Team