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:07/09/2025

  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.

  Used super.com to book hotel advertised price at $100 including ALL fees and taxes I was charged 111.59 to book than charged $100 at ***** ******* ****** ******** ** claiming deposit which is being refused to be processed and refunded

  

  Business Response

  Date: 07/10/2025

  Hi Christopher,
  
  Thank you for sharing your experience and for being a valued Super+ member. We appreciate your feedback and want to ensure you have a clear understanding of your recent hotel booking.
  
  When booking through Super.com, the advertised price includes all standard fees and taxes associated with the reservation. These details are outlined and available for review before you confirm your booking, helping you to understand the complete cost upfront.
  
  Regarding the $100 charge by ******* ****** for a deposit, this is typically handled directly by the hotel. As indicated in the terms and conditions of your booking, hotels may request a deposit for incidentals. We recommend reaching out to the hotel directly to discuss the specifics of their deposit policy and any potential refunds.
  
  As a Super+ member, you enjoy the benefits of exclusive travel discounts and cashback rewards, adding more value to your bookings. I'm happy to let you know that you've been rewarded for making this booking, with a pending credit balance of $11.16. This credit can be used to enhance your future travel experiences with us.
  
  If there's anything else we can assist you with or if you have further questions, please feel free to contact us. We're here to support you and ensure a positive experience with Super.com.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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 through Super.com on June 16, 2025, for Club *********** on the Harbor in *******, ************. The reservation was for June 2022 at $638 per night, totaling $1,276. When I arrived at the hotel on June 20, I was told my reservation had been canceled. I received no notice of this cancellation from Super.com no email, call, or app notification.I called Super.com immediately and waited over an hour on hold with no resolution. With no hotels left in *******, I was forced to secure last-minute accommodations: $916.57 for the first night and $775.55 for the second night, totaling $1,692.12. These were the only available options and were a direct result of Super.coms failure to notify me or assist me, as they are obligated to do under their own Terms of Service.After returning from my trip, I contacted Super.com again. I spoke to multiple agents, including supervisors and managers, all of whom told me that both amounts the $1,276 for the original stay and the $1,692.12 for the replacement hotels would be refunded. They repeatedly assured me that the second amount was either being processed or under review and that someone would get back to me. No one ever followed up.Eventually, Super.com refunded only the $1,276. They are now refusing to reimburse the $1,692.12 that I had to pay out of pocket due to their error. I am not asking for a double refund. I am asking to be made whole for the money I was forced to spend because Super.com failed to notify me of the cancellation and failed to help me rebook.This situation caused extreme stress and ruined part of my trip. I am requesting full reimbursement of the $1,692.12.

  

  Business Response

  Date: 07/11/2025

  Dear ******, 
  
  Thank you for reaching out and giving us the opportunity to make things right.
  
  Weve reviewed your experience in detail and appreciate you bringing this to our attention. While your original reservation was refunded in full, we understand that you needed to secure alternative accommodations, and we want to make sure you're fully covered for the additional costs you incurred.
  
  Our team has approved reimbursement for the difference between your original booking and the new hotel arrangements, and well be following up directly to confirm the details needed to process this final step. We're glad we could resolve the initial refund quickly, and were just as committed to seeing this through.
  
  At Super.com, were proud to help travelers find great deals on hotels, and were always working to ensure things go smoothly from booking to check-in. We value your feedback and will be reviewing this case internally to help improve future experiences.
  
  Thanks again for your patience, and we look forward to bringing this to a full resolution.
  
  Best regards, 
  Super.com Team

  Customer Answer

  Date: 07/11/2025

   
  Complaint: 23576050
  
  I appreciate that Super.com refunded my original booking of $1,276. However, I reject their proposed resolution because they are only offering to reimburse the difference between the original booking and the last-minute hotel costs ($416.12), instead of the full $1,692.12 I was forced to pay out-of-pocket due to their cancellation without notice.
  
  
  I did not receive any hotel stay through Super.com. The $1,692.12 represents actual emergency hotel charges I paid when I was left stranded, and this amount would not have been incurred if Super.com had fulfilled their booking or notified me of the cancellation.
  
  
  Most importantly, I spoke to at least five different Super.com representatives and supervisors, and every single one of them told me I would be fully reimbursed for both the original amount and the additional hotel costs. Each time I followed up, I was told the reimbursement was being processed or under review but no one followed through. This response contradicts what I was repeatedly promised.
  
  
  I am not seeking double payment. I am simply requesting to be made whole for expenses directly caused by Super.coms error. I will consider this resolved only when the full $1,692.12 is reimbursed.
  
  

  

  Business Response

  Date: 07/17/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We truly appreciate your patience and understanding as we work towards resolving the matter.
  
  While we value the opportunity to assist you, we want to clarify that our refund policy only allows us to reimburse the difference between the original booking sum and the cost of the alternative accommodations you arranged. We have escalated your case to expedite processing this refund difference to your ****** account. Our support team has also sent you a detailed email explaining everything related to this refund process.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and with this, we consider the case closed from our side. Should you have any additional questions or require further support, please feel free to get in touch. We're here to assist you in any way we can.
  
  We truly appreciate your feedback and are committed to continuous improvement to ensure a better experience for our valued customers in the future.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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.

  Beware of this business they are nothing but a glorified scam, I booked an hotel through their website and they enrolled me in a membership without my consent, I did not request to be charged $15 a month, if this happened to you, make sure you report to the **** they have literally passed a law that took effect this MAY for SHADY COMPANIES LIKE THIS, additionally, when I talked to their customer support, the offshore person tried to gaslight me into saying I enrolled in the membership, yeah right, as if it is not clear what is happening here. I have filed an *** complaint, maybe fines will help.

  

  Business Response

  Date: 07/11/2025

  Dear Adebodun,
  
  Thank you for sharing your feedback and concerns with us. We truly appreciate you bringing this matter to our attention.
  
  We understand the importance of clarity when it comes to subscriptions. The Super+ membership is an optional subscription designed to offer a range of benefits and savings, and it requires customer consent to activate during the booking process. After reviewing your account, we're pleased to confirm that the Super+ membership has been canceled.
  
  While typically Super+ membership charges are non-refundable, as a one-time exception, we've processed a refund for all applicable charges. Our records indicate that you were billed for 5 months. However, we've been able to refund 4 months due to one month already being under a dispute. A total of $60 has been refunded to your original payment method and this should reflect in your account within the next 3-5 business days.
  
  If you have any further questions or require additional assistance, please feel free to reach out. Were here to help and ensure your experience with us is a positive one.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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.

  This site is the most ridiculous and annoying site to book on. I booked with super.com because it said fully refundable, so when I tried to cancel it got denied. I don’t know my boyfriend also booked with another website cheaper which I tried to cancel the one with Super.com. I reached out to their team and they said it was under certain circumstances. Which is outrageous. If it’s “fully refundable” then it shouldn’t matter. The customer support wasn’t able to refund me back. The most useless and scam site to book on is with Super.com. Save your money and time, don’t book with them.

  

  Business Response

  Date: 07/10/2025

  Hi Ana,
  
  Thank you for reaching out to us regarding your reservation. We understand the importance of clarity when it comes to booking options and are here to assist you.
  
  Your booking included an enhanced refund option, which is designed to offer refunds under specific approved circumstances, such as medical emergencies, natural disasters, or flight cancellations. To process a refund through this option, the procedure involves reaching out directly to the enhanced refund provider and submitting the necessary documentation as outlined in the terms linked in your confirmation email.
  
  Additionally, we understand you have filed a chargeback with your bank concerning this transaction. Once a chargeback is initiated, the process is managed directly between the bank and the business. We are currently fulfilling the bank’s requests for documentation and, during this time, cannot make further updates to your reservation.
  
  We recommend following up with your bank for updates on your case status, as they now oversee the resolution process. If you have any further questions about the enhanced refund terms or require help accessing the provider’s process, please feel free to reach out, and we'd be happy to guide you.
  
  We appreciate your understanding and are committed to helping you find a resolution that works for you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I already told my bank about it and they said it was the hotel I booked with. 
  
  Sincerely,
  
  
  
  Ana L***

  

  Business Response

  Date: 07/11/2025

  Dear Ana,
  
  Thank you for your follow-up email and for keeping us informed about your discussion with your bank. We appreciate your continued efforts to resolve this matter.
  
  As mentioned in our previous communication, our bookings are typically non-refundable and non-amendable. This policy helps us offer our customers the best possible rates. However, we understand the importance of flexibility, which is why your booking included an enhanced refund option. This option provides refunds under specific approved circumstances, such as medical emergencies, natural disasters, or flight cancellations.
  
  To proceed with a refund through this option, you would need to reach out directly to the enhanced refund provider and submit the necessary documentation as outlined in the terms linked in your confirmation email. If you are able to obtain written confirmation from the hotel approving the refund, we would be more than happy to revisit your case.
  
  If there's anything more we can assist you with or if you have further questions, please don't hesitate to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/09/2025

  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.

  I booked a 1 Bedroom King ***** at *** hotel for an arrival later this month. I received confirmation from super.com right away but when I called the hotel to confirm my booking was in order, I was informed by the hotel that the room I was booked for is for just a regular king room. I booked the room for 2 adults and 2 children so I dont know how 1 king bed will accommodate us. When they transferred me to customer service, the agent would not assist me stating the booking company on record is not super.com. I reached out to super.com today and I understand that they are a 3rd party booking company but I dont know how I can get any sort of assistance from the hotel if I dont know who booked my reservation. Super.com said they have reached out to their partner and I can expect to hear back in 72 hours. Unfortunately, as I wait, I see the rates for our trip is getting more expensive each day, I am hoping that super.com and their partner can work it out with the hotel and honor the suite I booked and not cancel our reservation all together because I the cost of making a reservation is just getting more expensive each day that I wait for an answer.

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience and the detailed information you provided about your booking situation.
  
  I want to assure you that we have escalated your case to ensure it receives the attention it deserves. Our team has spoken directly with the hotel's reservations team, and we're pleased to confirm that your reservation is indeed for the 1 Bedroom King ****** as you initially booked. Our support team has also sent a follow-up email to you, confirming all the details to put your mind at ease.
  
  We understand how important it is for your family to have suitable accommodations and we're committed to ensuring everything is in order. If there's anything more we can do or any other questions you have, please feel free to reach out. We're here to assist you in any way possible.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/13/2025

  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,
  
  ***** ********

• Initial Complaint

  Date:07/09/2025

  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 booked a hotel room though this app not one but three different times and all three times there card got declined and I site there waiting hours for them to resolve the issue

  

  Business Response

  Date: 07/09/2025

  Hi ****,
  
  Thank you for getting in touch and sharing the details of your experience. We understand how important it is to have a smooth and efficient booking process, and we appreciate your patience as we worked through this with you.
  
  I'm happy to let you know that we've processed a full refund for your bookings. The credit amount of $27.35 is available for you immediately, and the cash amount of $31.04 will be refunded to your original payment method, appearing within the next 3 to 5 business days.
  
  We're dedicated to providing a better experience for you and are here to support you in every way we can. If you have any further questions or need anything else, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/08/2025

  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.com enrolled me in a super+ membership with a $15 monthly charge without my consent. I bought concert tickets a few days ago and have unknowingly been charged since then and just caught it on my credit card transactions. I cannot get through to a representative on their customer service number.

  

  Business Response

  Date: 07/09/2025

  Hi Aynsley,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is to have clarity and control over your financial transactions, and we're here to assist you.
  
  The Super+ membership is an optional subscription designed to provide valuable benefits, including exclusive discounts and rewards. It requires the customer's consent to activate, and we appreciate your feedback on how the process seemed unclear in your case.
  
  I want to assure you that your membership has been canceled to prevent any further charges. As a one-time exception, we've processed a refund of $15, which should be reflected in your original payment method within the next 3 to 5 business days.
  
  If you have any more questions or need further assistance, please feel free to reach out. We're genuinely here to help and to make your experience with us as smooth as possible.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/08/2025

  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.

  Date: July 4th 2025 Location: ********* by ******* **** ************** On July 4th i tried to check in to the *************** around 6 pm but the front clerk told me my name doesn't show up on his computer..I gave him the confirmation number and still nothing..He told me they dont even affiliate with Super.com. It was the 4th and customer service wasn't available so i had no choice but to purchase the room through ********* directly which costed me 180 bucks on top of the 120 i paid through Super.com...I was very ****** paying twice for the same room.... i tried to call the customer service yesterday but not able to get a live person...

  

  Business Response

  Date: 07/11/2025

  Dear ****,
  
  Thank you for reaching out to us and sharing your experience at ********* by ******* ****. We truly value your feedback and understand how important it is for accommodations to be seamless and straightforward.
  
  We've escalated this case and, after discussing the matter with our travel partner, I'm pleased to inform you that we have secured a refund for your booking. The refund has been processed to your original payment method and should reflect in your account within the next 3 to 5 business days.
  
  We're committed to ensuring your satisfaction and apologize for any inconvenience you experienced. If theres anything more you need or additional assistance required, please feel free to get in touch. Were here to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/08/2025

  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 made a hotel reservation for one night, checking in May 24th and checking out on May 25th, in Indianapolis IN for $92.34. When I arrived at the hotel, it couldn't accomodate me and my family (wife and a 8yo kid). I contacted the customer service, and they told me that they would try to find another hotel. After one hour they called me saying that they couldn't find another hotel, and they would refund my $92.34 and me and my family were in the street in a city we didn't know. I took the matter on my own hands and found another hotel, which of course didn't cost the same price. It was 30 minutes away and I was charged $217.28 (understandable when making a same day reservation in the weekend of the Indy 500). So, at the end I had to solve the problem myself and do super.com job finding a different hotel, and now they don't want to refund me the whole amount I spent that night. They've refunded the $92.34, but I want them to refund me the other $124.94, making the total of $217.28. I sent them all the receipts and the invoice from the hotel I stayed with my family, but they are refusing to pay. Customer service is very bad, every time is a different person answering my emails and they don't look at the case history before doing that.

  

  Business Response

  Date: 07/10/2025

  Hi Jean,
  
  Thank you for sharing your experience with us. We understand the challenges you faced upon arrival in Indianapolis and how important it was to find suitable accommodations promptly.
  
  We want to assure you that we've escalated your case to ensure it's addressed thoroughly. Our support team has reached out via email with a resolution, and we're committed to making sure you're supported throughout this process.
  
  We appreciate your patience and understanding, and we're here to help ensure a fair outcome. If you have any further questions or need additional assistance, please feel free to reach out. We're here for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/08/2025

  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.

  I was charged $15.00 and not sure how they got my banking information. I haven't bought anything or subscribed to anything or gave them permission

  

  Business Response

  Date: 07/08/2025

  Hi Candace,
  
  Thank you for reaching out to us. We understand how crucial it is to have confidence and transparency when it comes to your financial transactions, and we're here to address your concerns.
  
  The Super+ membership is an optional subscription designed to provide valuable benefits, including exclusive travel discounts and cashback rewards. This membership requires the customer's consent to activate, and we understand your concern regarding how this charge appeared.
  
  I want to reassure you that your membership has been canceled to prevent any future charges. Additionally, a refund of $15 has been processed, and you should see the funds reflected in your original payment method within the next 3 to 5 business days.
  
  Please feel free to reach out if you have any more questions or require further assistance. We're here to help and ensure you have a positive experience moving forward.
  
  Warm regards,
  Super.com Team