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:06/22/2025

  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.

  On the 22nd of last month and this month I have been charged 15 usd from this site and have never signed up for anything. The first time I canceled my card and ordered a new one feeling it was fraud. They have gotten my new card and charged it again. I can't keep getting new cards especially if they just still charge a new one. This company is apparently doing this to alot of people and needs to be stopped.

  

  Business Response

  Date: 06/23/2025

  Hi *******
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,
  Super.com
  

  Customer Answer

  Date: 06/23/2025

  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:06/21/2025

  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.

  I recently discovered a recurring $15 charge on my credit card going back to November of 2024. Not only have I nor my spouse not knowingly subscribed to anything having to do with this company but we have never even visited their website. I do see with past posts on BBB that this seems to be a recurring problem with this company. My question would be why this is allowed to continue given the company is clearly doing something, which is, at best, intentionally and severely misleading.

  

  Business Response

  Date: 06/25/2025

  Hi Michael
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and we’ve processed your refund of $121.97. You should see the amount reflected in your account shortly.
  
  We know things didn’t go as smoothly as we hoped. We’ve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and we’re on it to make things better.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 06/25/2025

  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,
  
  
  
  Michael P*****

• Initial Complaint

  Date:06/21/2025

  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 room for the night...I gave them clerk at hotel my confirmation number...he said that even though it appears on my reciept...they still haven't received my payment....I dat there two hours waiting for a room I paid for and I finally I left to sleep in my truck....I called super.com abd they said I was a no show....I told them I was there two hours waiting for my room...they said they would look into it but that was over 3 weeks ago and I still haven't got my refund nor explanation of why I was given the room I paid for...

  

  Business Response

  Date: 06/30/2025

  Hi ******,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is for your travel plans to go smoothly, and we're dedicated to helping resolve this situation for you.
  
  We are currently reviewing your case and are in direct communication with the hotel to understand what happened. Our team is working closely with our travel partner to find the best possible solution. Please rest assured that were prioritizing this and will keep you updated on our progress.
  
  We appreciate your patience and understanding during this process. As soon as we have a resolution, our support team will follow up with you directly. If you have any additional questions or details to share, please feel free to reach out.
  
  Thank you for your trust and patience as we work through this.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/21/2025

  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.

  They charged me $15 on an account that was not even provided when booking a room through their website. They keep trying to charge me $15 through different credit cards and eventually charged me $15 for an UNAUTHORIZED subscription on my checking account.

  

  Business Response

  Date: 06/22/2025

  Hi Lisette 
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and weve processed your refund of $15. You should see the amount reflected in your account shortly.
  
  We know things didnt go as smoothly as we hoped. Weve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and were on it to make things better.
  
  Warm regards,

  Super.com

• Initial Complaint

  Date:06/21/2025

  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.

  This business somehow got a hold of my debit card information, and I'm not even sure how. Got a fraud text alert from my bank a few months back asking if I made a purchase at Super * Super. Never even heard of them. Decided to go check my bank statement and realized they had been charging me $15 a month for a service I never even heard of, let alone signed up for. Called my bank to dispute the charges. In the meantime, my card was cancelled and had to wait 5-7 business days for a new card. Got a letter in the mail stating that the bank would NOT refund my money. "Ugh. Fine. At least they won't charge this card though." I thought. I had a new card, so there's nothing else this company can do to take my money anyway.
  
  Well lo and behold. I wake up to a text this morning from my bank from the SAME COMPANY with my new debit card information. This time they are trying to charge me $45!! This is getting out of hand. I already know now that cancelling my debit card for a new one will not work. Of course I receive the fraud alert on a weekend and can't get a hold of anyone when calling their customer service line. They gave me the option to "cancel" by finding my phone number on file (which I did), but I do not trust this company even if I were to speak with a "representative". I don't trust this company to give them any "confirmation" information due to how shady they are. They can promise one thing but turn around and do the complete opposite. I'm still going to try first thing Monday morning and investigate, but this group taking my money without my consent and has horrible business practices.
  
  I'm requesting this company provide a FULL refund of $151.97 and delete my information from their records. I did not sign up for this service. Never received a confirmation email/letter/text saying that I had agreed to it. This "business" needs to be thoroughly investigated and have appropriate action taken against them.

  

  Business Response

  Date: 06/23/2025

  Hi *******
  
  Thanks for reaching out to us. Your Super+ membership has been successfully cancelled, and we’ve processed your refund of $106.97. You should see the amount reflected in your account shortly.
  
  We know things didn’t go as smoothly as we hoped. We’ve received your feedback, and our Customer Success team is currently looking into the issue. Your insights really help us improve, and we’re on it to make things better.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 06/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  This company used a copy/paste response and didn't even bother to get my name right as proven by the attachment. My name ISN'T *******. Red flags all around from this response. I don't even know if they will even give me back the money they are promising. If I agree that this is okay, then it's "resolved" and when that money doesn't hit my account, I'm out of luck. They will need to find a way to fix this and ensure that this money is going back into MY account. This business needs to reach out to me via phone and GUARANTEE my refund. Then I need to be taken out of their database completely. I don't want to see this company in my bank statement ever again. 
  
  Sincerely,
  
  
  
  Desmin T*****

  

  Business Response

  Date: 06/26/2025

  Dear T*****,
  

  Thank you for bringing this matter to our attention.
  

  We understand the importance of addressing such situations promptly. Super.com is committed to ensuring transparency and security in all transactions. We appreciate the opportunity to clarify and resolve your concerns.
  Regarding the issue you raised, it appears there may have been a misunderstanding regarding a subscription service. All subscriptions require confirmation at the time of checkout. However, if this was not intended or authorized, we are committed to resolving this swiftly.
  

  We have reviewed your account for any unauthorized activities and can confirm your subscription has been canceled to prevent any future charges. A refund in the amount of $106.97 has been processed. The difference of $45 was declined at the time of the charge, meaning that we did not charge that amount. You can expect the refunded amount to reflect in your bank account within 3-5 business days.
  

  For the removal of your personal details from our records and to address any further concerns, please feel free to contact us directly. We are here to assist you in every way possible and ensure complete resolution.
  Thank you for highlighting this matter. We appreciate your patience and the chance to set things right.
  

  Best regards,
  Super.com 
  

  
  

  Customer Answer

  Date: 06/26/2025

  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,
  
  
  
  Desmin T*****

• Initial Complaint

  Date:06/20/2025

  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.

  The hotel was not as described. I stayed one night and did not stay the 2nd night. I requested a refund for the 2nd night. I chatted with a Super.com rep. ****** my concerns. They stated that a refund would be issued and to wait for a follow-up email. Was told I would hear back. No one has responded or issued a refund for the 2nd day that I did not stay. I put in my request on the 31st of May. The room was dirty. Walls and sheets were stained. The toilet wouldn't flush. The sink was plugged. Mold and rust in the tub. Hole in the door. Damaged furnishing. Remote didn't work. Just requesting a refund for the 1 day that I did not stay. Half the cost. $134.22

  

  Business Response

  Date: 06/30/2025

  Hi Emffany,
  
  Thank you for reaching out and sharing your experience with us. I can only imagine how you felt arriving at a place that wasnt what you expected. It's important to us that your stay is as pleasant as possible, and we're here to help make things right.
  
  Your case has been escalated, and we're working closely with our travel partner to secure the best resolution for your refund request. Please know that we're prioritizing this and are dedicated to resolving it promptly.
  
  Our support team will follow up with you personally as soon as we have more information. In the meantime, if there's anything else youd like to share or if you have questions, Im here to assist in any way I can.
  
  Thank you for your patience and understanding, Emffany. We're grateful for your trust in us and are committed to supporting you every step of the way.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23499591
  
  I appreciate their response, but it is similar to the initial response with no follow-up. No one reached out to me from my initial correspondance and I have not received the refund that was stated that I would receive. I do not want to close the case until I have talked to a representative of the company and have received my refund.
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/05/2025

  Hi Emffany,
  
  Thank you for your patience and for bringing your concerns to our attention once again. We completely understand the importance of receiving a timely resolution and the need to speak directly with a representative to discuss your refund.
  
  Please rest assured that we are actively looking into your case and are in communication with our travel partner to secure the best possible outcome for you. Our commitment is to ensure that you receive the resolution you deserve, and we appreciate your understanding as we work through this process.
  
  We value your patience and are dedicated to keeping you updated. A representative will reach out to you soon to discuss your concerns and provide clarity on the next steps.
  
  If you need further assistance in the meantime, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23499591
  
  I am rejecting this response because: I still have not spoken to a representative nor received a refund. I don't think they plan to contact me or issue the refund and keep sending messages to the BBB so they can state that they responded and made efforts to resolve the concern, without resolving the concern. My stay at the inn was the last weekend in May and still no resolution. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/15/2025

  Dear Emffany,
  
  Thank you for your follow-up email and for your patience as we've worked to resolve this matter. We truly appreciate your engagement and understanding throughout this process.
  
  I'm pleased to inform you that we have concluded the investigation, and after discussing your situation with the hotel, we've secured a partial refund of $132.22. This refund has been processed to your original payment method, and you can expect the funds to reflect in your account within the next 3 to 5 business days.
  
  If there's anything more we can do or if you have further questions, please feel free to reach out. We're here to ensure your satisfaction and appreciate the opportunity to assist you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/20/2025

  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.

  Booked a hotel through super.com for a two night stay. When we were on our way, our son had a traumatic brain injury on that same day 6/20/25.
  
  We called super.com and was told by customer service to provide documentation that our son was in the hospital to their support email. Which we absolutely did do immediately. We got a fight the entire time and was on the phone with them for over an hour. The lady we spoke two kept
  Talking over us and told that she was working on our refund. Next thing we know, she comes back on the line saying they are taking $170 cancelation fee and the rest is a credit!
  
  None of these things where talked about and every single company that I have ever dealt with does in fact have an extenuating circumstance policy. This in standard! O and one last thing we have to use our credit within 30 days or we loose it! I’m sorry but my son just had a traumatic brain injury and is having his skull removed as I type this!!!! There is in no world where I would ever be able to use that credit!
  
  What kind of company has this kind of standard? To keep
  People’s money in family emergencies? Please explain how this company can be a BBB company without having industry standard policies?

  

  Business Response

  Date: 06/23/2025

  Dear Heather,
  

  Thank you for reaching out to us during such a challenging time. I am truly empathetic to hear about your son's situation, and I extend my heartfelt thoughts to you and your family as you navigate this moment.
  

  We strive to offer flexibility and understanding in circumstances like these, where events are beyond one's control. I apologize if there was any concern during your interaction with our support team regarding the resolution offered.
  

  I’m pleased to inform you that a refund for your recent reservation ********** has been processed. The amount of $378.83 USD has been issued to your original payment method and should appear in your account within 3–5 business days, depending on your bank.
  

  We appreciate your understanding while we got this sorted. If you have any questions, feel free to reach out—we’re here to support you. We look forward to assisting you again in the future whenever needed.
  

  We are dedicated to ensuring your satisfaction and support. Please feel free to contact me directly if there's anything else you might need in the meantime.
  

  Warm regards,
  Super.com Support
  
  
  

  
  

  Customer Answer

  Date: 06/25/2025

  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,
  
  
  
  Heather C********

• Initial Complaint

  Date:06/20/2025

  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.

  When I chose my booking, there were three options. The top option listed 2 beds in a shared quadruple room for one person - mixed with free wifi for $32/night or $36/night with free cancellation. The bottom option lists a shared bed. Bed in a Quad with free wifi for $34/night or $52/night with free cancellation. The center option states 1 bed in a classic room (no mention of shared or quad) for $33/night or $37/night with free cancellation. I booked the $37/night classic room with free cancellation. When I called the hotel to confirm my reservation, they stated that I had been booked in a quad. When I contacted Super.com, they confirmed that they had mistakenly booked me in a quad. When I asked them to fix their mistake, they responded "We're sorry, but we arent able to make changes on our end because it depends on the availability of hotel rooms. However, you can easily visit the confirmation email we sent you and click the link for the cancellation and refund process." When I did, I received an email stating "Thanks for your application. Please be aware that our refundable terms are designed to accommodate situations where unforeseen circumstances prevent you from attending your booking, rather than for accidental purchases. Unfortunately, as per our policy, we cannot process refunds for tickets purchased in error. Regrettably, we must close this application accordingly."1. The error was not mine, it was theirs for booking me a room that was a quad when I chose the non-quad option.2. My booking was clearly marked as Free Cancellation. My confirmation is marked Room Type:Classic Room Room Only - no mention of Quad and they changed it from free cancel to non-refundable after booking!!I am including the screenshot. I have days and pages of run-arounds with so many excuses for not issuing me a refund based on their misrepresentation and negligence.

  

  Business Response

  Date: 06/23/2025

  Hi ********,
  

  Thank you for bringing this situation to our attention. I understand the concern regarding the discrepancy in your booking details. After reviewing the circumstances, it appears that a chargeback has been filed, and we advise you to reach out to your bank for any updates on the process.
  

  Upon reviewing the booking details, it looks like the 'Bed In Quad' room description was initially selected and booked. Our records and the rebookers confirmation align with this selection.
  If you have any further questions or require additional assistance, please let us know. Were here to help provide clarity or support as needed.
  

  Thank you for your understanding and patience.
  

  Warm regards,
  Super.com
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23499414
  
  I am rejecting this response because: Super lied and said that I needed to contact my bank about the charge back. My bank is ******. As you can see from the attachments:

  1. Super was contacted directly by my bank last week but has yet to respond. 

  2. Super was able to issue an immediate refund for charging me for a membership that I never signed up for - so they have the ability to issue the refund in a timely manner but chose not to.

  3. I confirmed that the hotel sent the cancelation information that Super was requesting in order to process the refund. Super received that on the 23rd but has yet to respond to ****** to process the refund - which again as you can see from the attachments, Super has the ability to issue an immediate refund.

  Liar, liar pants on fire. Super is just a very bad company who makes false representations, made an incorrect bookings into a quad instead of the single room and lies about the refund process that they are simply ignoring. 

  I wish you were a better company with a soul.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 06/25/2025

  Hi ********,

  Thank you for reaching out! Im happy to let you know that weve successfully processed your membership refund right away, as there were no open disputes associated with that charge.

  Regarding your booking refund, we noticed there is currently an open chargeback with your bank. In order for us to proceed on our end, we kindly ask that you contact your bank to withdraw the dispute. Once it's cleared, well be able to assist you further with the refund process.

  Please let us know once thats been taken care of, and well be ready to help right away.

  We appreciate your understanding and are here if you have any questions!

  Warm regards,

  Super.com

  Customer Answer

  Date: 06/25/2025

   
  Complaint: 23499414
  
  I am rejecting this response because: Super is trying to commit MORE FRAUD by telling me to close the ****** case. ****** sent me this response and caution about following Super's request for me to close the ****** chargeback before Super will supposedly refund the money.

  "Wendelin, make sure that youre 100% satisfied with how the case was resolved before closing it. If the seller offered to refund your money, for example, make sure that the money is in your ****** account before you close the case.
  Once a case is closed, it cant be reopened or escalated to a claim.
  Also, I see that the seller has responded to the case, and we are verifying the information they have shared, so please do not close the case."
  
  Nice try Super, you can't cause me to lose my ability to obtain my refund by continuing to lie and defraud me. I hope that the BBB seriously reconsiders your high rating with them after this deception!!!
  
  ******** ******

  

  Business Response

  Date: 06/26/2025

  Hi ********,

  Thank you for reaching out! Im happy to let you know that weve successfully processed your membership refund right away, as there were no open disputes associated with that charge.

  Regarding your booking refund, we noticed there is currently an open chargeback with your bank. In order for us to proceed on our end, we kindly ask that you contact your bank to withdraw the dispute. Once it's cleared, well be able to assist you further with the refund process.

  Please let us know once thats been taken care of, and well be ready to help right away. We appreciate your understanding and are here if you have any questions!

  Warm regards,

  Super.com

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23499414
  
  I am rejecting this response because: Super is trying to commit MORE FRAUD by telling me to close the ****** case.

  ****** sent me this response and caution about following Super's request for me to close the ****** chargeback before Super will supposedly refund the money:
  "Wendelin, make sure that youre 100% satisfied with how the case was resolved before closing it. If the seller offered to refund your money, for example, make sure that the money is in your ****** account before you close the case. Once a case is closed, it cant be reopened or escalated to a claim. Also, I see that the seller has responded to the case, and we are verifying the information they have shared, so please do not close the case."

  DId you see that BBB? ****** requested - please do not close the case!!!

  Nice try Super, you can't cause me to lose my ability to obtain my refund by continuing to lie and defraud me. I hope that the BBB seriously reconsiders your high rating with them after this deception!!!
  
  ******** ******

  

  Business Response

  Date: 06/30/2025

  Hi ********, 
  
  Thank you for following up on this matter.
  
  At this time, we cannot assist directly as a dispute has been filed with your bank regarding this transaction. Once a dispute is initiated, all further communication and resolution efforts must be conducted through the bank. Our role is to provide the bank with any requested documentation and supporting information to facilitate their investigation. As such, we cannot intervene or address the issue outside of the bank's process until the dispute is concluded.
  
  Had the dispute not been filed, we could have escalated this matter internally to review and resolve it. However, once a chargeback process is initiated, we cannot directly communicate or take action with you regarding this booking.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. Should you have any further concerns, we recommend continuing to work your bank directly.
  
  Regards, 
  Super.com Team

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23499414
  
  I am rejecting this response because the real reason that Super didn't want me to pursue a refund through ******* "my bank," is:

  1. They will be forced to issue my refund.

  2. Were not supposed to tell me to cancel my bank dispute per ****** - "I really appreciate you for following our request to avoid canceling the dispute whereas we never encourage seller to contact buyer directly to put up this kind of cancellation request so please be assured,necessary actions will be taken against seller by our backend team."

  3. They are getting dinged by ****** for trying to get me to cancel the dispute

  See it all in my attachments. Terrible, disreputable company. I do hope that the BBB posts portions of this claim to warn others.

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

• Initial Complaint

  Date:06/20/2025

  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 made a reservation at a listed hotel on super.coms site. When we arrived there was a health department notice posted on the door closing the hotel for being unhabitable. The hotel is still listed. I had 2 small children with me in a town I didn't know. I tried to contact them and the only way to do that was to chat. I kept getting passed around. I want a refund for being sent to a condemned hotel.

  

  Business Response

  Date: 06/30/2025

  Hi *****,
  
  Thank you for bringing this to our attention. We completely understand how important it is to arrive at a safe and welcoming place, especially when you're traveling with little ones. I want you to know that we're here to help and make things right for you.
  
  Your case has been escalated, and we're actively working with our travel partner to find the best possible resolution for this situation. Rest assured, we're prioritizing this and are dedicated to resolving it as soon as we can.
  
  Our support team will personally reach out to you as soon as we have everything sorted out. Please feel free to share any further details or questions in the meantimeIm here, and Im more than happy to assist.
  
  Thank you for your patience and understanding, *****. We truly value your trust in us and are here to support you every step of the way.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/30/2025

  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:06/20/2025

  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.

  We ordered a room in Niagara Falls, NY for 2 nights on a June 1 for June 18-21. I received a confirmation from Super.com. We got to the hotel to check in around 11:30PM on the 18th. The hotel manager informed me that they didn’t have a reservation for us. They had one for the 18-21 which I originally booked and cancelled because I selected the wrong dates. The hotel could see both the booking and cancellation for the wrong days, but had no record of the correct reservation. Super was not responding quickly and informed me that they needed a hotel cancellation to help. We ended up booking at an inferior quality hotel in an inconvenient spot for double the money.

  

  Business Response

  Date: 06/22/2025

  Hi Amanda,

  Thank you for reaching out and sharing your experience with us. We deeply apologize for any inconvenience you faced during your trip to Niagara Falls.
  

  Upon reviewing your situation, we found that the booking was officially canceled on 01 Jun, 2025. If you haven't received the cashback or refund yet, please get in touch with your bank to verify its status and ensure it has been processed on their end.
  

  Meanwhile, we are committed to understanding what went wrong on our side and ensuring that this doesn’t happen again. If there's any more information you need or if there are further questions on your end, feel free to contact our customer support team. We’re here to assist you and ensure your future experiences with us are positive.
  

  Thank you for your patience and understanding.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the booking in question was never cancelled. I originally booked dates between the 18-21(wed-sat). I realized I made an error and cancelled it same day. That booking was **********. I then rebooked for the 19-21 ( Thursday- Saturday) on booking **********, which was never cancelled. Additionally, the hotel only had reference to the first cancellation. 
  
  
  
  Sincerely,
  
  
  
  Amanda R***

  

  Business Response

  Date: 06/26/2025

  Dear Amanda

  Thank you for bringing this to our attention.
  

  To provide clarity on your situation, we have taken steps to resolve the matter. We called the property and spoke with ***** from the front desk, who approved a full refund for the booking. Please note that the refund will reflect in your bank account in 3-5 business days.
  

  We appreciate your patience during this process. Should you have any further questions or need additional assistance, feel free to reach out to our support team via our app.
  

  Thank you for the opportunity to address your concerns and assist you.
  

  Warm regards

  Super.com