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:07/07/2025

  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.

  On July 45, I had a confirmed hotel reservation, but upon arrival, I was informed that the hotel was completely booked, leaving me and my family stranded in ************* with no accommodations. Despite having a valid reservation, we were turned away, and I have since been treated as if I am at fault. I am requesting a full refund to my original form of payment and that the funds be returned to my bank account immediately.

  

  Business Response

  Date: 07/09/2025

  Hi ********,
  
  Thank you for reaching out and sharing your recent experience with us. We understand the importance of having reliable accommodations, especially when traveling with family, and we appreciate you bringing this to our attention.
  
  Please know that we have escalated this matter to ensure it is addressed appropriately. I'm pleased to confirm that the refund for your booking, reference number B_19673893, has been processed. You can expect the funds to reflect in your original payment method within the next 3 to 5 business days.
  
  We hope this resolution provides some peace of mind, and if there's anything further you need or any questions you'd like to discuss, please feel free to reach out. We're here to assist you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/07/2025

  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 2 reservations for 2 different hotels-********** ******* back in 10/2024 and **** *** 06/29/25. Unfortunately none of this reservations met our expectations, mismatched descriptions as advertised by Super.com. Especially, the ***** ***** booking for October 2024 was a complete fraud and scam. This company charged for the entire package in full, promised no extra hidden charges and fees/taxes. I was told and confirmed that our package that we paid in full was all inclusive. However, after check out from ***** in Palm Springs I was hit by overcharges. Super.com company was unresponsive to our emails/calls. The second reservation with this company surprised us even more. The **** *** Resort/Hotel description was misadvertised and was too good to be true. As such online description mismatched to what we faced. Lower class Hotel, poor quality service, everyday same breakfast, no basic essentials and were denied even a bottle of water in our room. When asked for cancellation, we were referred to deal with Super.com. I demand to issue our full refund for the two reservations and for overcharging my credit card for the so called Membership of $15.00 monthly. This is insane, a complete bogus company.

  

  Business Response

  Date: 07/07/2025

  Hi Tamara, 
  
  Thanks for reaching out and sharing your experience. We’re here to help clarify what happened and take a closer look at the charges and concerns related to both of your hotel stays.
  
  When booking through Super.com, the total price at checkout includes all applicable taxes and fees for the room stay. However, some hotels — including ***** properties — may charge mandatory onsite fees like resort charges or security deposits. These are managed directly by the hotel and are listed in the "About" section of the hotel page when available. While we do our best to present all relevant information clearly, we also recommend checking directly with the hotel to confirm any additional charges or policies before your stay.
  
  In terms of your stay at **** ***, Super.com facilitates the booking process, but the hotel is responsible for the upkeep of their property, service standards, and amenities. If you have receipts or invoices from either of these hotels reflecting unexpected charges or discrepancies, we’d be happy to review them further and confirm that everything was processed correctly on our end.
  
  Regarding the Super+ membership, it looks like you opted in for a trial when booking your stay at **** ***, which then unlocked our best available rate and earned you $53 in cash back. If you’d prefer not to continue with the membership, we can absolutely cancel that for you — but we’d love for you to stay and take advantage of your travel credits, which are still available for future use.
  
  We appreciate you giving Super.com a try and are here to help if you’d like to send over any hotel documentation. We’ll make sure everything is thoroughly reviewed.
  
  Best regards, 
  Super.com Team
  

• Initial Complaint

  Date:07/06/2025

  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.

  On July 4th 2025, I had $30 deducted from my ***** account paid to Super+Super.com. I had no idea who they are. I contacted ***** and they had to shut down my card and mail me a new card
  . I have never signed up with Super.com before. It really put me in a bad spot because I was out of town and stopped for gas, That's when I found out that I had no $ on my ***** card. Not all people have access to all kinds of credit cards and cash. Some people live on a fixed income and $30 may not seem like much. But when it's all you had andstuck out of town it's pretty upsetting.

  

  Business Response

  Date: 07/07/2025

  Hi Rhonda,
  
  Thank you for bringing this to our attention. We genuinely understand the impact this situation has had, especially during a time when you were out of town. We appreciate your patience as we work to resolve this matter for you.
  
  The Super+ membership is an optional subscription designed to offer valuable benefits, including exclusive travel discounts and cashback rewards. It's important to us that this service aligns with your needs and interests, and we're here to ensure that no unwanted charges occur.
  
  We've located your membership details and have canceled it to prevent any future charges. As a one-time exception, we have refunded all charges totaling $30 to your original payment method. You can expect the funds to be available within the next 3 to 5 business days.
  
  We value your feedback and are committed to ensuring a better experience moving forward. If you have any further questions or need assistance, please feel free to contact us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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.

  Downloaded the super.com app. The app mentioned that people could get a cash advance for Super+ members. Downloaded the app and became a Super+ member. The cash advance option couldnt be found. Asked their AI support and was still unable to locate the option for a cash advance. The app is purposely confusing and busy making something as simple as clicking for a cash advance tedious and excessive.
  
  My issue is if this cash advance option is one of the main advertisement points for this app, then why is almost impossible to actually find it on the app. False advertisement.

  

  Business Response

  Date: 07/07/2025

  Hi Jonathan,
  
  Thank you so much for reaching out and sharing your experience with us. We completely understand how important it is to easily access the benefits you joined for, and I'm here to help you navigate the process of obtaining a cash advance as a Super+ member.
  
  Once you're ready to access this feature, make sure your Super+ membership is active, as cash advances are exclusive to our valued members. Within the Super.com app or website, head over to the Wallet tab found in the main menu. There, you'll find the "Cash Advance" option waiting for you.
  
  To continue, you'll need to link both a bank account with regular deposits and a debit card that isn't issued by Super.com. After everything is verified, you'll see what amount you're eligible for. Choose your preferred advance amount, select where you'd like the funds to go – either your Super.com Deposit Account or another account of your choice – and finally, tap "Get My Advance." Before you know it, the funds will be heading your way.
  
  We truly appreciate your patience and understanding, Jonathan, and we're committed to making sure you have a great experience with our app. If there's anything else you need or more questions you have, please feel free to reach out. We're here to help!
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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 won't refund my money for two hotel reservations that I never checked in to in Merced ca. Even though I paid them for refund protection so that if something did happen I would be able to get my money back

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  
  Thank you for reaching out to us regarding your hotel reservations in ******, **. We appreciate your feedback and want to assist you with your concerns.
  
  You opted for an enhanced refund option as part of your booking, which is an additional feature crafted to offer refunds under specific approved situations, like medical emergencies, natural disasters, or flight cancellations. You can find the terms and conditions for this add-on via the link in your confirmation email. To proceed with a refund, it is necessary to initiate the process directly with the enhanced refund provider and provide the requisite documentation as outlined in their terms.
  
  We have also escalated the case for both of your bookings, B_19547896 and B_19512054, and reached out to both hotels. However, the hotels have not granted approval for a refund at this stage. We understand this may not be the resolution you were hoping for. Nevertheless, with written documentation from the hotel approving a refund, we would be more than willing to revisit your case.
  
  If there's anything further you need or questions you have, please don't hesitate to reach out. We're here to help in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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 extended stay ******* ****** in Denver last week . Through super.com
  I went to the hotel and then they are telling me it is full ! Inspite of having a confirmation number . They won’t budge even if I told them I am really tired after a hike etc and will end up paying more if I have to book . I feel this is fraud that they overbooked . I feel both super .com and ******* ****** appropriate action should be taken to avoid this unfair practice . I have still not received my refund as I had to end up booking another place !

  

  Business Response

  Date: 07/08/2025

  Hi Rohit,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is to have reliable accommodations after a long day. We appreciate you bringing this to our attention so we can address it properly.
  
  I'm pleased to inform you that we've escalated your case and processed a refund of $88.01 for your booking. The funds will be credited to your original payment method and should reflect within the next 3 to 5 days.
  
  Your feedback is invaluable in helping us improve the services we provide with our partners. If there's anything more we can do for you or if you have further questions, please feel free to reach out. We're here to assist and ensure your satisfaction.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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.

  We are traveling from Georgia to Oregon. We booked a hotel room in Nevada for the last night of our travel. We are 2000 from
  Home, and almost out of money. We booked a room for July 5, 2025. Super.com changed the date of our stay to the 6th during the transaction without telling me. Now my family has nowhere to sleep and no money left to get another room. I’m too exhausted to drive any more without sleep. We will have to sleep in the car!!! I’m terrified! This is so dangerous! Super.com refuses to give my money back or provide a room for us to sleep in for the night. They are just scamming me and stealing my money! I have been dealing with them for 3 hours! I have chatted with them so many times and pleaded for them not to scam me! They refuse to give my money back, and they refuse to provide a hotel room that I paid for! Please help!

  

  Business Response

  Date: 07/08/2025

  Hi Lisa,
  
  Thank you for reaching out and sharing your experience with us. We know how important it is to have reliable and smooth travel plans, especially when you're so far from home and with your family. It's important to us that you feel supported and secure during your journey.
  
  We've spoken directly with the hotel and are happy to let you know that we've secured a refund for your booking. We've processed a refund of $131.72, which should appear on your original payment method within the next 3 to 5 business days.
  
  Your safety and well-being are paramount to us, and we want to do everything we can to assist you. If there's anything else you need or any questions you have, please reach out. We're here for you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/06/2025

  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 purchase on their website not even two hours ago for a hotel room in D.C. for September 17-18. Their confirmation email after I had purchased it showed the dates as being for 19-20. Something on their website must have bugged and switched the dates around. I called and attempted to get the issue rectified, but not only were they unwilling to help me, their customer service agent was very short and unsympathetic. Do not send your business through Super.com.

  

  Business Response

  Date: 07/10/2025

  Hi Daniel,
  
  Thank you for reaching out and informing us about your experience. We understand how important it is for your travel plans to be accurate and appreciate the opportunity to assist you further.
  
  Our bookings are typically non-refundable and non-amendable, which helps us offer the most competitive rates possible. However, we're currently working with our travel partner to explore the possibility of adjusting your booking to the desired dates, September 17-18.
  
  While a refund couldn't be secured, we are doing our best to confirm if a date change can be accommodated. We appreciate your patience as we seek a resolution that meets your needs.
  
  If there's anything else you need or any questions you'd like to discuss, please feel free to reach out. We're here to help and support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/10/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I appreciate you trying to resolve the complaint with the hotel, but at this point, I am uncomfortable with continuing to remain in flux and so I think I will just make my peace with the new dates and plan my travel around that. It is unfortunate that we couldn't make it work for the refund.
  
  
  
  Sincerely,
  
  
  
  Daniel B*************

  

  Business Response

  Date: 07/11/2025

  Dear Daniel,
  
  Thank you for your follow-up email and for sharing your thoughts with us. We truly appreciate your patience and understanding throughout this situation.
  
  While we haven't been able to adjust the dates or secure a refund for your booking, we genuinely appreciate your flexibility in adapting your plans. Your openness to finding a solution is valued, and we hope that your trip turns out to be a rewarding adventure.
  
  If there's anything more you need or if you have any questions, please don't hesitate to reach out. We're here for you and happy to help in any way we can.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/05/2025

  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.

  After selecting my check in check out date I clicked on the membership offer which had the room at a lower price. Once I saw the offer cost more than the savings I hit the back button which auto populated a different date without me noticing the change. I noticed the mistake as soon as my confirmation email came . Ive been on hold for approximately 2 hours with a recording trying to cancel or change to no avail . Super has insulated themselves making it impossible almost to get help. Also the links to refunds on the website dont work.

  

  Business Response

  Date: 07/11/2025

  Dear *****,
  
  Thank you for getting in touch and sharing your experience. We truly appreciate your feedback and value the opportunity to understand your situation better.
  
  We understand the importance of having your travel dates align perfectly and acknowledge the confusion that occurred during your booking process. Our bookings are typically non-refundable and non-amendable to ensure we can offer our customers the best possible rates.
  
  After speaking with our travel partner, the refund has not been approved at this time. However, we remain committed to assisting you and, if you can provide written documentation from the hotel approving a refund, we would be more than happy to revisit your case.
  
  If you have any more questions or need further assistance, please dont hesitate to reach out. Were here to ensure your experience is as smooth as possible.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/11/2025

  Complaint rejection taken in dictation by BBB *** SS 07/11/2025 
  This is a graceful practice to have a feature that will auto populate if you hit the back button. I feel that is very manipulative. 
  I wouldn't have have checked out if I knew there was a better offer. 
  I would like a refund. 

  

  Business Response

  Date: 07/15/2025

  Dear *****,
  
  Thank you for your follow-up email and for sharing your thoughts. We truly appreciate your feedback and the chance to address your concerns.
  
  We've escalated this matter and, while we haven't been able to secure a refund for your booking at this time, we want you to know that we're committed to assisting you. If you're able to obtain written documentation from the hotel approving a refund, we'd be more than happy to revisit your case to explore possibilities.
  
  We understand this may not be the outcome you were hoping for, and with this email, we consider this our final response and are closing the case from our side. If there's anything more we can do to support you or if you have any further questions, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:07/05/2025

  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, they enrolled me into their $15/month membership without my consent. They didn't send me any documentation about the membership activation so I didn't pay attention to the $15 that they steal from my credit card monthly. I would like Super.com to refund me all the money that they stole from me.

  

  Business Response

  Date: 07/07/2025

  Hi Wenda,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is to be fully aware of your subscriptions and charges, and we appreciate the opportunity to address your concerns.
  
  The Super+ membership is an optional subscription designed to provide valuable benefits, including exclusive travel discounts and cashback rewards. Our goal is for the membership to enhance your travel experiences in a meaningful way.
  
  We've located your Super+ membership and have gone ahead and canceled it to prevent any future charges. We've also processed a refund for all charges totaling $135. These funds will be credited to your original payment method and should reflect within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please feel free to reach out. We’re here to help in any way we can.
  
  Warm regards,
  Super.com Team