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:06/11/2025

  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.

  O June 10 I book the hotel using super.com when I went the hotel they asked me 100 dollars deposit so I don't have the deposit which isnot mentioned on the super.com website it only shows 2 dollars for resort fees so the hotel cancelled my reservation due to lack of deposit then they refund to super.com when asked then to refund the money back to they refused .the fault was created by super.com not notifying me the deposit amount which usually appears to customer so if he agrees he book if not he don't book so the fault is totally the super.com so I ******* money back.

  

  Business Response

  Date: 06/20/2025

  Hi ******,
  Thank you for sharing your experience with us. We understand how important it is for all costs, including deposits, to be clearly communicated before booking.
  

  It seems there was a misunderstanding regarding the deposit requirements for your hotel reservation, which was not displayed on our site. I apologize for any inconvenience this may have caused and appreciate you bringing this to our attention.
  

  We have escalated this issue and are working diligently to resolve it. Please allow us ***** hours to receive feedback from our travel partner. Once we have the necessary information, we will proceed with processing your refund.
  

  If you have any further questions or need additional assistance, please feel free to reach out to our customer support team. Were here to ensure your experience is satisfactory and smooth.
  

  Thank you for your understanding, and were committed to making this right for you.
  

  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:06/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a hotel room using super.com. I paid 33 extra in case if I want to cancel the room reservation! My mother had a fall so I decided to stay with her since she is 91 years old. Super.com told me they would not refund me since I did not take her to emergency room. Even though I bout the insurance for calculation, the only way I can get refund is if I have emergency room information.

  

  Business Response

  Date: 06/15/2025

  Dear *****,
  
  Thank you for contacting us and sharing your situation. We understand how important it is to prioritize family, especially when it comes to the well-being of your mother.
  
  I wanted to clarify the enhanced refund option you purchased as part of your reservation. This add-on feature is designed to provide refunds for specific, approved situations, including medical emergencies, natural disasters, or flight cancellations. You can find the terms and conditions for this add-on via the link included in your confirmation email.
  
  Our support team has thoroughly reviewed your case and engaged directly with the hotel on your behalf. At this time, we have not been able to secure a penalty-free refund due to the hotel's current policy requirements.
  
  We recognize this may not be the outcome you were hoping for. However, if you are able to obtain written confirmation from the hotel agreeing to a refund, we will be more than happy to assist you further with the process.
  
  We truly appreciate your understanding and patience during this time. Please feel free to reach out if there's anything more we can do to help.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a room with a random budget hotel website Super.com. I never even loaded the app , just booked as a guest. During billing process The website kept asking to sign up as a member for further rewards and it did NOT visibly indicate its a ***** a month subscription fee. A week later I got a random ***** charge on my credit card and had to research where it came from, I was able to go back to a hotel confirmation email and cancel the subscription but do not think it was fair, and very misleading to Push for the membership without clearly stating the fee , that would add up to ****** a year. I have used several third-party hotel booking sites. This is the first time Ive been misled and charged - fee or membership unknowingly.****************************** Your booking at ********************** By Wyndham Kanab in ***** is confirmed Primary Guest Name:******* ****** Check-In Sat Jun 07, 2025 Check-Out Sun Jun 08, 2025 Booking Details Confirmation Number: B_19041919 View Reservation Online Check-In: Sat Jun 07, 2025 (3 PM)Check-Out: Sun Jun 08, 2025 (11 AM)No. of nights: 1 Room Type:1 King Bed Room Only Address:La Quinta ************ By Wyndham Kanab ****************************

  

  Business Response

  Date: 06/12/2025

  Hi *******,
  
  Thank you for reaching out and providing your feedback. We understand how important it is to have a clear and transparent booking experience, and we're here to assist you.
  
  The Super+ membership is an optional subscription that is designed to offer a variety of benefits, including exclusive savings and cashback on travel bookings. We appreciate your input regarding the presentation of our subscription options, and we're continuously striving to ensure all information is clearly communicated to our users.
  
  We're glad to see that you successfully canceled the membership. As a one-time exception, we have also processed a refund for the $15 charge. You can expect the refunded amount to be reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need additional assistance, please don't hesitate to let us know. We're here to ensure your experience with Super.com is satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my hotel on Super.com on April 8, 2025. Somehow, the dates I had selected changed and I booked the hotel for the wrong weekend. I had no plans to cancel my reservation. Just modify the dates. The website offers a live help chat which I attempted to utilize. When opening the help menu, it read that I had to wait for an agent. I waited for for ***** minutes and nothing happened. I scoured the site to find a way to contact them to change my dates but could not locate any. I found a form online that allowed me to contact their technical team. Upon submission, I did not receive a copy of what I submitted or a confirmation email. At this point, I was stressing out because I still needed a hotel and now Im at risk of paying for another hotel stay. This all occurred in less than a few hours of booking travel. No more than 4 hours had passed. I began to ****** the website hoping to find a way to contact them. I had no luck but came across several online comments from former customers. They stated the website never actually booked their hotel and like my situation, they had no way to contact their technical team websites customer support. At those times, panic set in because I could not reach anyone at super.com. I continued to wait for an agent on Super.coms live chat. After waiting 3 hours, the chat continued to say waiting for an agent. At this time, I realized that super.com doesnt care about the customer, just the dollar sign. Im hoping you can help me resolve this. Im not one to easily submit a complaint. However, I had no option when the website had no way of contacting someone for support nor documentation to prove it. Their lack of customer service made me unable to contact anyone to troubleshoot the matter or to investigate.

  

  Business Response

  Date: 06/16/2025

  Hi ***,
  
  Thank you for reaching out and sharing your experience with us. We completely understand how important it is to have your travel plans go without a hitch, and we truly appreciate your patience in the midst of this situation.
  
  First, I'd like to assure you that we have escalated your case for a thorough review. After speaking with the hotel, they have not been able to confirm a refund because the booking dates were two months ago. However, weve reached out to our travel partners to explore all possible options and are awaiting further insights.
  
  I want to reassure you that we are committed to looking into this matter diligently. We value your experience with Super.com and want to ensure we provide you with the support needed. Rest assured, once we have more information, our team will follow up with you via email.
  
  Thank you for your continued patience and understanding. Please dont hesitate to reach out if you have further questions or need assistance in the meantime.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23452778
  
  I appreciate Super.com agreeing to work with their vendors to address this issue. Id like to get additional information on the next steps and what to expect in terms of resolving this issue. My hope is to get a refund due to the inability to make contact their customer service team  at the very most, Id like a credit to use for another booking.

   

  looking forward to see what more comes of this  

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

  

  Business Response

  Date: 06/17/2025

  Hi ***, 
  
  Thank you for your detailed follow-up email.
  
  In order to move forward with your request, we kindly ask that you provide official documentation from the hotel confirming the circumstances related to your booking. As it currently stands, our records indicate that the hotel has processed the charge on their end.Once we receive the necessary documentation, well be happy to review it and assist you further.
  
  Please let us know if theres anything we can help clarify in the meantime.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23452778
  
  I am rejecting this response because:

  the hotel booking was processed through Super.com. It shows on the credit card as Super.com. There is no document to provide because Super.com managed the reservation. I couldnt get a hold of anyone from Super.com to address my reservation. 
  

  im trying to obtain either a credit or refund from Super.com because there was no way to reach anyone in customer support. 
  
  
  Sincerely,
  
  *** *******

  

  Business Response

  Date: 06/22/2025

  Hi ***,
  

  Thank you for reaching out and sharing your experience with us. We're here to provide clarity and support for your situation.
  

  We understand you wanted to modify your hotel reservation dates, and we appreciate your patience as we looked into this for you. Our team has communicated with the hotel about your request to change the dates.
  

  The hotel has completed their review and, based on their policy, they have decided to maintain the original booking details. We fully respect their policy and are here to assist with any additional questions or needs you may have.
  

  Your satisfaction is our priority, and were grateful for the opportunity to support you. Please feel free to reach out if there's anything more we can do to assist you.
  

  Thank you for your understanding and cooperation.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23452778
  
  I am rejecting this response because:

  Im confused because my issue isnt with the hotel, its with the service provided by Super.com. It sounds like youre placing all accountability on the hotel, when in reality, the issue was the inability to obtain customer service support from ********************. 
  
  Is Super.com not holding themselves accountable for the services you provide the customers? If not, I may consider reaching out to your hotel partners so they are aware of the treatment your customers are receiving from your website. Especially since I did not receive any support from your company until after filing a BBB complaint. 
  
  Im hoping you can understand my frustration.

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

• Initial Complaint

  Date:06/10/2025

  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 using super.com on May 12, 2025 for a hotel name sleep inn and suites. Upon arriving I was informed by the hotel front desk that Super.com virtual card declined. I were advised to reach out to super.com regarding the issue of THEIR virtual card declining. I was placed on hold numerous times, hung up on. When I finally called back The 6th time a represent told me They couldnt issue a refund they would have to escalate this to Their third party vendor. Its June months later and I havent received a refund or No response. Super.com is one of the ost deceitful, unethical business ever and should be investigated. Id like to have my refund for this reservation I couldnt use! I ended up having to book through choice and paying a higher rate this day since I couldnt check in using my reservation! Attached is proof I had to book using my *********** credit card on choice rewards resulting in a much higher rate Id like to be refunded for $112.50 since I had to wait hours and rebook at a higher rate because super.com virtual card declined!

  

  Business Response

  Date: 06/16/2025

  Hi Kawoin,
  
  Thank you for reaching out and sharing your experience with us. We understand the frustration this situation has caused, and were committed to resolving it for you.
  
  Please rest assured that we are actively reviewing your case, and our team has been in contact with you to work towards a resolution. Your concerns are important to us, and we are dedicated to ensuring they are addressed promptly and to your satisfaction.
  
  If theres anything else you need or if you have further questions, please dont hesitate to reach out. Were here to support you every step of the way and are committed to providing a positive resolution.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  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.

  MY SON GOT A ***** ON MAY ****** AND MY SON DIDNT KNOW IT WAS UNREFUNDABLE WELL HE REACHED OUT TO THE ***** AND SUPER.COM AND THEY SAID UNREFUNDABLE MY SON ALWAYS GET REFUNDABLE BUT HE WAS DISCRIMATED BY THE ***** FIRST THEY PUT HIM IN A ROOM WITH ROACHES AND SOMETHING BITE HIM AND HE HAS A SCAR AND WE ARE TRYING TO GET OUR ***** BACK EVEN THOUGH ITS NOT REFUNDABLE WE WILL REACH OUT TO THE ***** BUT THEY RERFFED US TO YOU

  

  Business Response

  Date: 06/15/2025

  Dear *****,
  
  Thank you for reaching out to us about your son's recent experience. We appreciate the opportunity to assist you and address your concerns.
  
  Our bookings are generally offered as non-refundable, which allows us to provide the most competitive prices for our customers. ******************** serves as a facilitator in the booking process, while the hotel manages the property conditions directly.
  
  For the specific concerns regarding your son's stay, including the room condition and its impact, we recommend addressing these issues with the hotel directly, as they are best positioned to provide immediate assistance and resolution.
  
  Please connect with the hotel management to discuss the matter and explore any potential gestures of goodwill they might extend. Should the hotel decide to issue a refund, we would be more than willing to facilitate the process on our end once we receive their written confirmation.
  
  We hope this information helps guide you towards a satisfactory outcome, and we are here to support you through this process.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23451992
  
  I am rejecting this response because: he booked the reservation with your company and they told us to reach out to 3rd party who made the reservation Ill get a written response 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/18/2025

  Hi *****,
  

  Thank you for reaching out to share your son's experience. We understand how concerning it is to encounter issues during a hotel stay, and we're here to offer our support.
  

  While the reservation was made under a non-refundable cancellation policy, your family's well-being and satisfaction are important to us. We're sorry to hear about the challenges your son faced with his room, and it's certainly not the experience we wish for any of our customers.
  

  As we operate as a third-party booking platform, our ability to intervene in such situations is somewhat limited. However, having documentation from the hotel regarding your son's experience can be crucial. It will allow us to better support your request by collaborating with the hotel to explore any possible resolutions or exceptions.
  

  Please have your son contact our customer support team with all relevant details of his stay and any documentation he might have. We appreciate you bringing this to our attention and look forward to assisting you in addressing these concerns.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23451992
  
  I am rejecting this response because: he tried to get a refund and yall denied it
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 06/22/2025

  Dear ******,
  

  I hope this message finds you well.
  

  I am writing to inform you that your refund of $57.95 was processed on June 18, 2025. You can expect the amount to reflect in your bank account within the next 3-5 business days.
  

  If you have any questions or need further assistance, please do not hesitate to contact us.
  

  Thank you for your patience and understanding.
  

  Best 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:06/10/2025

  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.

  Super.com has been taking out money out of my credit card. I came to find out recently. They have been doing recurring transactions to my credit card. *** never asked for their service. But somehow they been charging my card monthly fees without me realizing it. They may also be doing this to other individuals who dont look at their monthly statements. This company is a fraud and scam. Using peoples hard earned money to make profits.

  

  Business Response

  Date: 06/12/2025

  Hi ******,
  
  Thank you for reaching out and bringing this to our attention. We understand how concerning unexpected charges can be and are here to assist you.
  
  The Super+ membership is an optional subscription offering a range of benefits, such as exclusive savings and cashback on travel bookings, and it requires customer authorization to activate. We have thoroughly reviewed your account, and our support team has addressed this concern.
  
  The membership has been canceled to prevent any further charges, and a refund has been processed for the transactions that took place. You can expect the refunded amount to appear back on your credit card within the next 3 to 5 business days.
  
  If you have any further questions or need additional information, please feel free to contact us. We're here to ensure your experience with Super.com is both transparent and satisfactory.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:06/10/2025

  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.

  Make a reservation for a hotel stay yesterday 6/9/2025 and I had a change of plans before noon the same day. When I tried to adjust/cancel my reservation (made the same day) I was told I couldn't have a full refund less it was a medical emergency. ($862.00 refundable rate)
  
  I did receive a notice stating if I needed to make an adjustment I would have to cancel and apply for a refund and then rebook at an increased cost.

  

  Business Response

  Date: 06/17/2025

  Hi Matt,
  
  Thank you for reaching out and sharing your concerns with us. We understand that plans can change unexpectedly, and we're here to assist you in resolving this matter.
  
  We're currently reviewing your case in detail. Rest assured, our team is working diligently to address your concerns. Once we have an update, we will be in touch with you via a follow-up email to provide a resolution.
  
  We appreciate your patience and understanding and are committed to ensuring you have a positive experience with Super.com. If you have any further questions or need assistance in the meantime, please feel free to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/17/2025

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

  On the day of the complaint I spoke with a man (did not get his name) and a woman (did not get her name) who were both outside of the US.  Both of those people informed me that I would not get a refund.

  While I used Super.com to book the shorter stay it was where the links let me when I was submitting the paperwork for the original charge and the outcome was at that time was expressed above

  Please provide an explanation of what Super.coms review consists of for this complaint.  What if anything, would be different than what I was told by the man and woman.

   

   

  
  
  Sincerely,
  
  
  
  Matt G*****

  

  Business Response

  Date: 06/23/2025

  Dear Matthew,
  

  I hope this message finds you well. I am pleased to inform you that we have processed a refund for your recent reservation with us, identified by the booking reference number ***********
  

  The refund amount of $862.92 USD has been credited back to your original payment method. You should expect to see this refund reflected in your account within the next 3 to 5 business days. Please note that the exact timing may vary depending on your bank's processing time.
  

  We sincerely appreciate your understanding and patience as we resolved this matter. If you have any further questions or require additional assistance, please do not hesitate to contact us. Our team is always ready to help you.
  

  We are grateful for your continued trust in our services and look forward to the opportunity to serve you again soon.
  

  Best regards,
  Super.com Corporate

  Customer Answer

  Date: 06/24/2025

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

  When the charge of $862.92 USD is reversed and is applied to my credit card account in 3 to 5 business days I will then accept the resolution on this issue.  Until that time, I will reject and continue to reject the response from Super.com regarding the complaint.  Currently the reversal of the charge does not show up on my credit card.

  
  
  Sincerely,
  
  
  
  Matt G*****

• Initial Complaint

  Date:06/10/2025

  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.

  I used my credit card to book a hotel through Super.com. Subsequently, I discovered that Super.com has been fraudulently charging me $15 per month without my consent. Charges were taken on 6/9/2025, 5/11/2025 and 4/10/2025, I never agreed to any subscription service or recurring payments. These charges were made without my knowledge or authorization.
  
  Furthermore, Super.com employed underhanded business tactics by automatically enrolling me in a subscription service without clear disclosure or explicit consent. I have received no email notification or correspondence informing me about this subscription or the monthly charges. It appears that the company is relying on customers overlooking these charges to continue billing without permission.
  
  This practice is deceptive, unethical, and unacceptable. I request that the Better Business Bureau investigate Super.com's billing practices and take appropriate action to prevent this from happening to other consumers. I also seek assistance in obtaining a full refund of all unauthorized charges and ensuring that my credit card is no longer billed by Super.com.
  
  Sincerely,
  Anna S******

  

  Business Response

  Date: 06/12/2025

  Hi Anna,
  
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity on any charges to your credit card, and we're committed to resolving this matter for you.
  
  The Super+ membership is an optional subscription that offers a variety of benefits, including exclusive savings and cashback on travel bookings. It requires customer authorization to activate, and we understand your concern about not having been aware of this subscription.
  
  After reviewing your account, we have canceled the membership to prevent any future charges. As a one-time exception, we have processed a refund for all charges totaling $45. You can expect the refunded amount to reflect in your credit card account within the next 3 to 5 business days.
  
  We are here to ensure your experience with Super.com is transparent and satisfactory. If you have any further questions or need additional assistance, please feel free to contact us.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/12/2025

  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,
  
  
  
  Anna S******

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used Super to book a hotel stay for May 15-18. My transaction was properly processed but for whatever reason, I keep getting charged $15 dollars for May and June. No reason given. I see online that this happens to many people that book with Super and they need to go to the BBB in order to stop the monthly charges. I did NOT sign up for any monthly services or ongoing payments. I paid for my entire weekend in one transaction

  

  Business Response

  Date: 06/10/2025

  Hi Marcelo,
  
  Thank you for reaching out and sharing your experience with us. We understand how unexpected charges can be a concern, and we're here to help clarify the situation.
  
  The Super+ membership is an optional subscription that provides exclusive benefits, including savings and cashback on travel bookings. This service requires explicit customer approval to activate. We have reviewed your account and confirmed that the subscription has been canceled to prevent any further charges.
  
  As a one-time exception, we have processed a refund for the $30, covering the charges for May and June. The refund will be returned to your original payment method.
  
  If you have any further questions or need additional assistance, please don't hesitate to contact us. We're committed to ensuring your experience with Super.com is positive and satisfactory.
  
  Warm regards,
  Super.com Team