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:06/18/2025

  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.

  Accidentally checked my checking account and to my surprise Ive seen 15$ subscription every month. Checking back seen one charge of 1.97$ and same day subscription for 15$ on going. Never shopped on super.com ,more never signed up for subscription. Very frustrating.

  

  Business Response

  Date: 06/19/2025

  Hi *********,
  

  Thank you for reaching out and bringing this to our attention. We understand your concern regarding the unexpected charges, and we're here to assist you in resolving this issue.
  

  We have taken prompt action to cancel the ongoing subscription and are pleased to inform you that a refund of $31.97 has been processed. You can expect this refund to be reflected in your account soon, depending on your banks processing time.
  

  If you have any further questions or require additional assistance, please don't hesitate to contact our customer support team. Your satisfaction is important to us, and we appreciate your patience and understanding.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/20/2025

  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:06/18/2025

  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 U.S. legal terms & conditions of the Super+ Membership program (see attached) provide: "As a Super+ Member, you will earn Super+ credits (“Super+ Credits”) to a percentage of every dollar you spend on hotel booking purchases on Super.com. ... The amount of Super+ Credits will be provided to you at the time of purchase. Super+ Credits shall be accrued and duly recorded in your Super+ Membership account on the later of the following dates: (1) forty-five (45) days from the date of hotel purchase or (2) the date of hotel check-in (“Earned Date”)."
  
  The Super+ Membership program is furthermore prominently advertised on the website and app, and explained by Super.com support agents, as "Get 10% cashback on all Super.com Hotels."
  
  On April 20, 2025, I joined the Super+ Membership program as I booked a hotel stay from 6/3/25 - 6/6/25 costing $959.99 and received $96.00 in 10% pending cashback, as disclosed at the time of my purchase and in full compliance with the program's terms and conditions. However, when I then booked another hotel stay from 6/6/25 - 6/9/25 costing $963.88 (******* ** **********), I was promised $96.40 in Super+ membership cashback on the checkout screen (see attached) but only received $4.00 in cashback. Contacting Super.com Support about the discrepancy, they indicated that was an error and they would post an adjustment credit of $92.40 to my account, but such a credit was never received. At that time, representatives also assured me that it was fine to make another hotel booking and I would still get 10% cash back, as the Super+ membership program promises 10% cashback on *all* hotel purchases through Super.com when you are Super+ member. However, when I made the third hotel stay booking from 6/1/25 - 6/3/25 costing $640.99 (******* ** **********), I was promised $64.10 in Super+ membership cashback on the checkout screen but received none ($0.00)!
  
  I am thus due $156.50 in missing Super+ Credit under the Membership's terms & conditions.

  

  Business Response

  Date: 06/20/2025

  Hi Chris,
  

  Thank you for reaching out and sharing your detailed experience with us. We understand the importance of the Super+ Membership program benefits, and we're here to assist in resolving the discrepancies you've encountered.
  

  Firstly, I want to apologize for any confusion regarding the cashback credits from your hotel bookings. We value your membership and want to ensure you receive the full benefits as promised.
  To clarify, the Super+ Membership provides cashback on all hotel purchases, but there is a monthly threshold of USD $100.00 for cashback earnings. It seems that you reached this threshold for the month of April, which is why you received up to USD $100.00 in cashback for the three bookings you made during that period.
  

  Based on the information you provided, it appears there was an error in understanding the application of the cashback for your bookings. We appreciate your patience, and we are committed to ensuring your account reflects the correct amounts. Our team will make sure everything aligns with the program’s terms and conditions.
  

  Please expect a follow-up communication from us shortly, confirming that everything is set right. If you have any more questions or need further assistance, feel free to contact our customer support team. We are dedicated to making sure your experience with Super.com matches your expectations and our commitments.
  

  Thank you for your understanding and for being a valued member.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/23/2025

  
  
  Complaint: ********
  
  I am rejecting the Company's response because:
  
  Company's response neglects to address the fact that there is no $100 monthly credit earning limit described within Super.com's own legal terms and conditions governing the Super+ Membership program (attached again here). Such a restriction or limitation is also not disclosed anywhere on the Super.com website or Super mobile app regarding the Super.com Membership benefits when signing up for the program and making a travel booking with it. The booking checkout process also does not display a reduced amount of credits to be earned on the travel purchase checkout screen. Finally, the statements of most of Super.com's own customer service representatives many times did not describe to me any such limitation when I specifically asked them to investigate the rewards credit issues with these bookings! In most cases, Super.com representatives simply told me to wait for the missing credits to appear in my account later, up to 30 days after all travel is completed, which is also very misleading too (all credits should appear at least as pending in the account upon submitting the booking).
  
  I specifically attached the Super+ Membership section of Super.com's own U.S. legal terms and agreement document to this complaint to demonstrate that there is no actual monthly earning limit of $100 credits described in the Super+ membership program's official benefits.  The Membership Agreement furthermore provides: "Agreement Changes. Please review these Service Terms on a regular basis. We may in our discretion at any time change the Super+ Membership benefits, these Service Terms, the Terms of Use, the Privacy Policy, the Additional Terms, or any other aspect of the Super+ Membership Services, *by posting a new version*."  As such, the company cannot change the terms to impose something like a rewards credit earning limit, without first posting a revised legal document describing those changes. Even if does so, the Company still cannot apply such changes retroactively to existing bookings, of course.  
  
  As the January 7, 2025 version of the Super+ membership terms remains what is posted on the website and this is what is available to customers, this is still the current version of program in effect. The only credit limitations discussed in the document are: "There is a $100 daily, $250 weekly, and $1,000 monthly Super+ Credits redemption limit, when you redeem your Super+ Credits into your Super.com Account."  However, such provision relates to limits on *redemption* and the use of the rewards credits, not earning of the credits as is the subject of this complaint. As such, if Super.com maintains its decision here to limit my earning of travel rewards credits here to $100/month, despite providing no advance disclosure to me or other consumers whatsoever of such a limit (including when we ask Super.com representatives to describe the program and answer questions), then the Super+ Membership program may have acted as a fraudulent inducement for me and others similarly situated to purchase the Super+ Membership and book travel through Super.com, because the Company is ultimately not providing the full benefits that were promised under the membership at signup and according to the disclosures.
  
  For the foregoing reasons, I believe Super.com still owes me $156.50 in missing Super+ Travel Credits for my purchases under the Super+ Membership program's terms, as per the original complaint.  The Company's initial response is flawed, incorrect, and unsupported by the terms and conditions of the program, including the manner in which the Super+ membership program is promoted and advertised, as well as how its own representatives describe it to customers.
  
  Thank you.
  
  Sincerely,
  
  Chris P*****

  

  Business Response

  Date: 06/24/2025

  Hi Chris,
  

  Thank you for reaching out and sharing your detailed experience with us. We understand the importance of the Super+ Membership program benefits, and we're here to assist in resolving the discrepancies you've encountered.
  

  Firstly, I want to address the confusion regarding the cashback credits from your hotel bookings. We value your membership and want to ensure you receive the full benefits as promised. To clarify, the Super+ Membership provides cashback on all hotel purchases, but there is a monthly threshold of USD $100.00 for cashback earnings. It seems that you reached this threshold for the month of April, which is why you received up to USD $100.00 in cashback for the three bookings you made during that period.

  If you have any more questions or need further assistance, feel free to contact our customer support team. We are dedicated to making sure your experience with Super.com matches your expectations and our commitments. However, please note that this decision is final and aligns with our policy.
  

  Thank you for your understanding and for being a valued member.
  

  Warm regards

  ,Super.com Team
  

  
  

  Customer Answer

  Date: 06/24/2025

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

  There is not a $100 monthly earning limit on Super+ Membership Trravel Credits.

  
  
  Sincerely,
  
  
  
  Chris P*****

• Initial Complaint

  Date:06/18/2025

  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, completely without my consent, to a $15 per month subscription service, called Super+. I paid 3 months of this scam before noticing the charges. This is a deceptive and predatory company that I’ll never use again.

  

  Business Response

  Date: 06/19/2025

  Hi John,
  

  Thank you for reaching out and sharing your experience with us. We understand your concern regarding the subscription charges, and we’re here to help resolve this matter for you.
  

  To provide some clarity, when you book with Super.com and choose our cheaper membership rate, it automatically enrolls you in our Super+ membership. We understand if this was not clear at the time of booking.
  

  We also noticed that your booking was canceled, and we have processed a refund of $45. You should see this amount reflected in your account within the next 3-5 business days, depending on your bank’s processing time.
  

  Please be assured that we are committed to ensuring your satisfaction and addressing any issues promptly. If there’s anything else you need or if you have further questions, please feel free to contact our customer support team.
  

  Thank you for your patience and understanding.
  

  Warm regards,
  Super.com Team
  

  
  

• Initial Complaint

  Date:06/18/2025

  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.

  6/18/2025 I am currently going through cancer treatment and needed to book two rooms for Monday June 23 to be close to the hospital. I will be having chemotherapy that day. One room is for myself and the other room is for my sister to monitor my symptoms.
  Confirmation# ********** through Super.com
  Confirmation# ********** through Super.com
  I read the information and paid an extra $12 per room to be able to cancel and get a refund due to having cancer. By mistake I booked a third room and also paid the $12 to make it refundable. Due to having a "foggy chemo brain" I caught my mistake an hour later and contacted Super.com who informed me that I was not able to get a refund on confirmation # ********** I am asking for help to be able to get the extra room that is not needed refunded. I believe this is deceptive practice on the companies part (Super.com).

  

  Business Response

  Date: 06/22/2025

  Hi Kathleen,
  

  I hope you’re doing well. I'm reaching out about your booking, reference ********** at ********** ** ****** ***** ****** * ***********, for your stay starting on June 23, 2025.
  

  I’m delighted to share some good news: we’ve issued a refund of USD 119.48 to your original payment method. You can expect to see the credited amount in your account within 3-5 business days, though this may vary depending on your bank.

  It’s important to us that you're supported during this time, and we’re here to assist with any other questions or needs you might have. Thank you for letting us be part of your journey, and please don’t hesitate to reach out if there’s anything else we can do for you.
  

  Wishing you strength and the best possible wellness during your treatment.
  

  Warm regards,
  Super.com Team
  

  
  

  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,
  
  
  
  Kathleen H*****

• Initial Complaint

  Date:06/18/2025

  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 tried to cancel a stay at ****** ****** *** ***. All they needed to do was contact the hotel to get approval and they refused and refused to allow me to speak with a supervisor

  

  Business Response

  Date: 06/20/2025

  Hi Caroline,

  Thank you for sharing your experience with us. We're here to assist and want to ensure we provide the best support possible.
  

  I understand you encountered challenges with canceling your stay at the ****** ****** *** ***. Typically, cancellations require hotel approval, and we strive to facilitate this process on your behalf. We communicated with ******* from the Front Desk, who mentioned that the guest had already checked in and enjoyed the reservation.

  We appreciate your desire for resolution, and if there was any misunderstanding in your interaction with our team, we sincerely apologize. While the reservation has been used, please feel free to reach out to our customer support team with any additional questions or concerns, and we will be delighted to assist you.
  

  Your satisfaction is important to us, and we’re committed to addressing any remaining matters promptly. Thank you for your cooperation and understanding.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/20/2025

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

  They did not try to resolve anything but sent me a generic message instead

   

  
  
  
  Sincerely,
  
  
  
  Caroline P****

  

  Business Response

  Date: 06/22/2025

  Hi Caroline,
  

  Thank you for your feedback and for bringing this to our attention. We sincerely apologize if our previous response didn’t address your concerns as thoroughly as you expected.
  

  We truly value your input and are committed to resolving your issue to your satisfaction. Please provide any additional specific details about your experience so we can better assist you and find the right solution.
  

  Our goal is to ensure your experience with us is seamless and positive. Feel free to reach out directly to our customer support team, and we’ll prioritize your case to reach a satisfactory resolution.
  

  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:

  They did not resolve the issue at all
  
  
  
  Sincerely,
  
  
  
  Caroline P****

• Initial Complaint

  Date:06/18/2025

  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.

  Complaint Type: Refund Not Received / Billing Dispute
  Date of Transaction: June 16 2025
  Booking Confirmation #: ********
  Amount Charged: 114.78
  
  I booked a refundable hotel room through Super.com (Confirmation #********) for June 25–26, 2025. I accidentally selected the wrong date and canceled the reservation the same day by contacting the hotel directly. The hotel confirmed in writing that the cancellation was processed without penalty.
  
  I then contacted Super.com, and a customer service representative informed me that if I submitted the hotel’s official cancellation confirmation, my refund would be processed. I submitted the exact documentation they requested, including the hotel’s official email (from ******* ****** ************ **********), which included my name, stay dates, and confirmation of no penalty.
  
  Despite this, Super.com denied my refund, claiming that I selected an “unqualified reason” (“wrong date”) in their internal refund form. When I called back, another representative told me I had been misinformed by the previous agent.
  
  This is a case of misrepresentation and deceptive business practice. I acted in good faith, followed their instructions, submitted required proof, and am now being penalized for a technicality that was not disclosed upfront.
  
  I am seeking a full refund for this refundable hotel booking, based on clear documentation, verbal assurances, and the hotel’s cooperation.

  

  Business Response

  Date: 06/19/2025

  Hi Keon,
  

  Thank you for reaching out and sharing your detailed experience with us. I understand the frustration that can arise from following all the necessary steps and still encountering issues with obtaining your refund. We appreciate your effort in providing the required documentation, and we're here to clarify the situation.
  

  The amount of $103.78 has been refunded to you in credit, as the $11 difference was for the Enhanced Refund option. This option provides additional flexibility for unforeseen circumstances, and while incredibly useful, it is non-refundable, as stated in our booking terms.

  We value transparency and want to ensure you feel supported throughout your booking process. Please be assured that we are reviewing your case closely to ensure it reflects the assurances you were initially given, and we’re committed to providing you with a resolution.

  If you have further questions or require any more assistance, please contact our customer support team. We’re here to ensure your experience with us is both rectified and satisfying.
  

  Thank you for your patience and understanding as we work to resolve this issue.
  

  Warm regards,
  Super.com Team
  

  
  

• Initial Complaint

  Date:06/18/2025

  Type:Billing 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.

  Never sign up for the Super+ account but get charged on the card for 1.97 + 15 fees. I want the money back.

  

  Business Response

  Date: 06/18/2025

  Hello, 

  Thank you for reaching out about the unexpected charges. It appears a Super+ trial was activated on your account, which converted to a paid membership after the trial period ended, resulting in the $15 charge. 
  
  We see that the membership charge has already been refunded to you, and your membership has been cancelled. If you have any further questions or need assistance, please let us knowwere here to help.
  
  We appreciate you bringing this to our attention and hope to assist you again in the future.
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 06/18/2025

  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:06/18/2025

  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 canceled my account with ********************** over six months ago and I am still being charged for the service. I have called multiple times to cancel and was assured that the account was closed. They have tried collecting the fee on every card that I used. One card was my son's and they billed it as well

  

  Business Response

  Date: 06/18/2025

  Hi ******, 

  Thank you for reaching out and sharing this with us. Weve reviewed your account, and it looks like the Super+ membership was originally activated during a booking, where the option to opt in for our best available rates was selected.
  
  While we see you contacted us in October to cancel, it appears the membership remained active. Weve since taken care of this for youyour most recent charge of $30 has already been refunded, and weve now also processed refunds for any additional Super+ charges made since your October request. Your membership has been fully canceled and will not renew going forward.
  
  We appreciate the chance to make this right and thank you for bringing it to our attention. If you need anything else, our team is always here to help.

  Kind Regard, 
  Super.com 

• Initial Complaint

  Date:06/17/2025

  Type:Sales and Advertising 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.

  6/17/2025. Site advertised 2 prices, one being a "full price" the other being a member "cashback" price. But after picking the member price and signing up, they charge you the full price and then say you get the cashback towards a future booking. False advertisement because it shows you getting the discount price on the current booking. This site is fraudulent and has false advertisement.

  

  Business Response

  Date: 06/18/2025

  Hi Andrew,
  

  Thank you for reaching out and sharing your experience with us. Your feedback is truly helpful, and we're here to clarify how our pricing models work.
  

  We understand your concern regarding the "member cashback" pricing. Our goal is to offer our members the benefit of earning cashback on their bookings, which can then be applied toward future travel. When you see a "member cashback" price, it indicates the amount you'll receive back for future use, and this cashback will reflect in your account after the booking is completed, rather than as an immediate discount on the current booking.
  

  We are reviewing our advertising practices to ensure these details are communicated as clearly as possible, so everyone understands how the program works. Our aim is for all customers to fully benefit from this model and plan their travel with clear expectations.
  

  If you have any other questions or need further assistance, please feel free to reach out directly. We appreciate your engagement as we strive to enhance our services and communication.
  

  Thank you again for bringing this to our attention.
  

  Warm regards,
  Super.com
  

  
  

  Customer Answer

  Date: 06/18/2025

  Hi there, regarding this complaint, the business has corrected the issue and refunded me the difference in the matter. Thank you

  Customer Answer

  Date: 06/18/2025

  Hi, i wrote a complaint about a company and the company has since corrected the billing error and has refunded me the difference. Can i close out the complaint?  Thanks

• Initial Complaint

  Date:06/17/2025

  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 received this charge from this company for 15$ but I never signed up for this service. I would like a refund for this as it was unauthorized.

  

  Business Response

  Date: 06/18/2025

  Hi Nicholas,
  

  Thank you for reaching out and bringing this to our attention. We understand your concern regarding the unexpected charge, and we're here to assist you.
  

  It seems there might have been an accidental sign-up for our membership service during a recent interaction with our site. Sometimes, clicking on promotional offers or exploring certain features might inadvertently activate a subscription.
  

  Rest assured, we have already processed a refund for the $15 charge back to your original payment method. You should see this reflected in your account soon, depending on your bank’s processing time.
  Please feel free to contact our customer support team if you have any further questions or need additional assistance. We’re committed to ensuring your experience with us is seamless and satisfactory.
  

  Thank you for reaching out, and we hope to serve you better in the future.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/18/2025

  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,
  
  
  
  Nicholas H********