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:05/24/2025

  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 reached out to super.com on 05/15/2025 regarding purchases made on my card for ******* *** ******* * ****** in Bothell, WA. The short version of the story is that I had my two service animals with me, the hotel asked me to sign a "pet" waiver which I did, then the owner called my room to tell me they have a mandatory hotel inspection of all rooms every three days. I kindly asked for the policy to which he then went irate. He was aggressive, confrontational, and I thought he was going to physically harm me. The cops were called and I had to leave. I asked the owner for a FULL refund to which he agreed. Super.com is saying the hotel has to provide information stating it's agreeing to a refund. I've reached out to the hotel directly a few times and got no reply. I also disputed the charges with my bank but they said it's between me and the merchant (Super.com). I don't want a credit from them, I'd like the full refund I was promised by the owner of the hotel.

  

  Business Response

  Date: 05/28/2025

  Dear Lisa,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your detailed feedback and understand how important it is to resolve this matter.
  
  After reviewing your case and speaking directly with the hotel, we are pleased to inform you that we have successfully secured a free of charge cancellation for your stay. A refund of $437.88 has been processed, and you can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We understand the situation you encountered was concerning, and we truly appreciate your patience throughout this process. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re here to help!
  
  Thank you for your understanding, and we wish you the best moving forward.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/28/2025

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

   

  Is the refund going back to my original form of payment? I want to be certain it's going back to my original form of payment and not the super.com account as a credit for future use. 

  
  
  
  Sincerely,
  
  
  
  Lisa C****

  

  Business Response

  Date: 05/29/2025

  Dear Lisa,
  
  Thank you for your follow-up inquiry regarding the refund process.
  
  I am pleased to confirm that the refund has been processed and will be returned to your original form of payment.
  
  If you have any more questions or need further assistance, please feel free to reach out. We are here to ensure your satisfaction and support you every step of the way.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/29/2025

  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.
  

  Thank you very much, I appreciate it! 
  

  
  
  
  
  Sincerely,
  
  
  
  Lisa C****

• Initial Complaint

  Date:05/24/2025

  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.

  RE: Deceptive practice (at least)17-May'25 "Super.com" popped up with the lowest price in a list of hotel booking agents alongside the likes of "***********", "***********", ********** I paid for the one night reservation for that same day - 17-May'25 $46.06 I remember NOTHING about signing up for any service requiring a monthly charge. I am VERY sensitive about signing up for any recurring auto-charges.22-May'25 My card is charged $***** bank - "Fourleaf FCU", flagged it as potentially a fraud. I agreed and they cancelled my card - a considerable inconvenience as I am on a very long road trip. I may not be able to get my new card for 7 weeks, when I return home.

  

  Business Response

  Date: 05/24/2025

  Hi Richard 

  Thank you for sharing your experience with membership cancellation and billing. We appreciate your feedback and are continually working to improve our processes. We'll use your input to enhance our billing and cancellation systems. If you have any further questions or concerns, please don't hesitate to reach out. We value your feedback and hope to serve you better in the future.

  We see that you memebership was cancelled on the 2025-05-24. As such your refund will reflect in the next 5-7 business days

  If you have any other question please contact us directly we will be happy to assist you with anything 

  Warm regards

  Super,com

• Initial Complaint

  Date:05/23/2025

  Type:Order 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.com for booking a room for my trip for the first time. booking was confirmed with the type of the room I chose and paid for 2 Queen beds with fire pit and private terrace, however days before my trip I made a call to the hotel to confirm some info and I was confirmed that the wrong type of room was booked for me by super.com (lesser value) a simple king bed room with no private terrace and fire pit which I additionally paid for. after multiple contacts to super.com to fix this matter, no solution was given to me. So I requested for a refund and cancellation.. super.com employee assured me they will sort it out for me and I will be getting a resolution.. but nothing was done.. they didnt even contact the hotel and I found that out days after my booking(stay) I tried to work with them to get a refund but was unsuccessful. Since this company doesnt directly deal with hotels and buys their rooms from ******* and they were not helpful. I used my credit cards dispute option as a desperate move to get a refund.. but today I got a response from my credit card company stating super.com refuses to refund me even through it was their mistake (mapping error on there website) and are no longer able to help me.. This was a scam. I was promised one thing and I was offered a lesser value (wrong) booking. I would like a resolution. Because I paid over $1349.41 for this booking and was unable to use it..

  

  Business Response

  Date: 05/30/2025

  Hi Lia,
  

  Thank you for reaching out and sharing the detailed account of your experience with us. WE understand the frustration and disappointment this situation has caused, especially given the discrepancies between the room you booked and what was confirmed by the hotel.
  

  We want to inform you that we have actively reached out to the hotel on your behalf to negotiate a refund. Unfortunately, the hotel has denied the refund request, strictly adhering to their non-refundable booking policy. Please know that we tried our best to negotiate in your favor and understand that this outcome was not what you were expecting.
  

  Your feedback is invaluable, and we're committed to addressing these issues internally. We are reviewing the mapping error on our platform to ensure similar situations do not occur in the future. 
  

  If there is any further assistance we can provide or if you have additional information that might help us in seeking a resolution, please let us know. Our goal remains to support you and address your concerns as effectively as possible.
  

  Thank you for your patience and understanding during this process.
  

  Warm regards

  Super.com

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23370704
  
  I am rejecting this response because:

  I paid super.com directly for my booking and I paid a higher rate for the specific type of room promised and confirmed by super.com. I didnt not book the hotel through the hotel for me to expect refund from the hotel. Mistake was made by the super.com mapping and resolution should come from super.com not the hotel. Since the hotel was not responsible for this mistake. 
  however I contacted super.com multiple times before my trip date to fix this issue and I was promised they will contact their partners and will take care of it but nothing was done. I even spoke with hotel manager directly and she confirmed if super.com contact them they will work with them in my favor for future booking but I found out there was no contact made to try hotel directly from super.com with the provided email by hotel manger. Instead super.com contacted ******* and never took responsibility. 
  How I view this matter correct me if Im wrong I trusted super.com paid for it in full for a type of room I picked and instead super.com booked a lesser room with wrong bed type 1king and even though I reached out to fixed this matter multiple times, nothing was done, and the answer is it was none refundable. I would not want a refund if I got what I paid for. But you cant advertise one thing and sell that thing and give something less and different and dont take responsibility 

  I think that is the definition of fraudulent purchase. 

  Please take a responsibility and refund me since thats the only fair outcome. 
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 05/31/2025

  Hi Lia,
  
  Thank you for reaching out and sharing your feedback. We understand how crucial it is to receive exactly what youve booked, and we appreciate you bringing this situation to our attention.
  
  Prior to your check-in date, our travel partner confirmed that the hotel had ensured the correct room type would be available for your stay. It's important to us that our customers feel confident in their *********************, and we acknowledge the efforts you made in contacting both Super.com and the hotel.
  
  While we have communicated extensively with our partners, and the hotel was willing to cooperate on future bookings, we have been unable to secure a refund since the booking was prepaid. We recognize this is not the outcome you were hoping for, and we appreciate your patience as we navigate this situation.
  
  Your trust and feedback are invaluable to us as we strive to enhance our services. If theres anything more we can do or any other assistance you require, please dont hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23370704
  
  I am rejecting this response because:
  

  after multiple attempts to get the room that I booked for and nothing was done, finally 3 days before the booking I spoke to super.com represent and told them at this point since you cant guarantee the type of room I booked and there is no solution, I would like a cancellation and refund.. and that was the only solution I was seeking after multiple attempts to fix the problem. I have a chat with live agent screen shot that took over 1 hour and nothing was done and everyone the response was they will reach out to their partners and will get back to me.. meanwhile no one got back to me.. every time there was a communication I had to reach out and wait in line and try to get someone to answer me and still nothing was done. 
  The day before my trip when Ive already canceled my flight and trip due to super.com booking negligence, a representative told me that the hotel will cooperate. While it was too late and my booking was already canceled. 
  you see why this is not a solution.. I couldnt stay till last min and wait and see if anyone from super.com was doing anything. Since even this was a news to me after I called again, instead of super.com simply emailing or calling me..
  I spoke with hotel directly and they told me super.com never contacted them and the booking was still a single king is a regular room. 
  so that information was also invalid. 
  I have an email from the hotel that confirms that. 

  This is a simple claim, I booked the desired hotel room, paid super.com and trusted when I received my confirmation. But when I called the hotel days before my check in to ask about parking, I found out about the discrepancy in my booking. And the nightmare started from trying to get this issue resolved.. if I booked it directly with hotel I would have never had  to deal with this issue. And if booking was done correctly, I would have never wanted a cancellation and refund. 
  but the lack of communication, and taking responsibility when mistake was made by your company super.com is unacceptable. Im a frequent traveler who used ********** for many years and never had such issues. And tried super.com due to family member recommendation and my experience as you can imagine is been stressful can say the least. 

  I would really appreciate a full refund since thats the only fair outcome. 

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

  

  Business Response

  Date: 06/05/2025

  Hi Lia,
  

  Thank you for sharing your detailed experience, and I'm truly sorry for the inconvenience you've faced. We recognize how important it is to have reliable communication and a seamless booking process, and its clear we fell short in your case.
  

  Please know that this isn't the experience we strive to provide to our valued customers. Your situation was undoubtedly frustrating, especially having to consistently reach out without receiving timely solutions. I want to assure you that your feedback isnt taken lightly.
  

  After an in-depth investigation into your case, we were able to offer you compensation of $674.70. We understand that this outcome may not fully align with the resolution you were hoping for. However, the booking was under a non-refundable cancellation policy, which limits the alternatives we can provide.
  

  Our aim is to address your concerns and ensure you feel heard and valued. Please do reach out if you have further questions or need any additional assistance by contacting us at ****************** We are committed to making improvements and ensuring a better experience for you in the future.
  

  Thank you for your patience and understanding, and we are eager to make this right for you.
  

  Warm regards,
  Super.com Team
  

  
  

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23370704
  
  The compensation offered is half of what Ive paid for in confidence to your company super.com. 

  This is definitely not a satisfactory outcome since I trusted my booking accuracy was guaranteed by super.com. 
  I agreed to have a none refundable room in exchange for a promise to deliver a correct booking. your company bridge the contract when offered me a wrong booking (lesser value) and even after multiple attempts to fix it, you failed me as a new customer who tried to give your company a chance and hoped for years of loyal business. 
  
  If your company contacted the hotel through the email provided in a timely manner, they would have refunded their portion of none refundable fees. I spoke with the manger as well as proof of email. But your company failed to do so again.

  Even after I intervened to help the situation, unfortunately the hotel was not able to help me directly since the booking was done through your company. And the only way they could have made any changes or cancel/refund was for super.com to contact them directly. which wasnt done till 4 days after the check in. 
  see attached for email sent by hotel manger ****, days before my checking, but super.com representative emailed the hotel 4 days after my check in date. Which was already too late for the hotel to co-operate and honor the refund. Thus super.com is solely responsible for the refund. 
  

  I would still like to get a full refund since this entire experience was not my fault and as a consumer I felt cheated and scammed. 

  please let me know how this refund is going to be processed.

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

• Initial Complaint

  Date:05/23/2025

  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 have unauthorized charges on my credit card bill from Super+ also known as super.com based in **********. This is some sort of monthly travel subscription to which I never subscribed and was never informed ******** credit card was charged a $1.97 test charge, followed by a $15.00 charge 4 days later, followed by a monthly recurring $15.00 amount later.When calling the super.com cancellation line (from the number provided by my credit card bill) they were unable to identify my account to cancel through the two phone numbers I gave them.I suspect my card number was obtained by purchasing a coupon for a local restaurant online from ************** based in *******, though I cannot find a direct relationship between the two companies - the $1.97 charge was suspiciously close after the coupon purchase, but there is nothing on their web site that says a customer would be auto-enrolled in a travel subscription when clipping that coupon.I have already opened a dispute of charges through my credit card to reimburse for the charges.

  

  Business Response

  Date: 05/25/2025

  Hi *******,
  
  Thank you for reaching out to us about the charges on your credit card. We understand your concern and appreciate the details you've provided about your experience.
  
  Our Super+ membership is an optional subscription service that offers benefits and discounts to our customers, including exclusive deals and perks on travel bookings. It's designed to provide value to those who frequently book travel arrangements through our platform.
  
  We've reviewed your case and would like to investigate further. To assist us in processing a potential refund, could you please provide us with the banking details of the account where the charges were debited from? This will help us to facilitate the next steps.
  
  We appreciate your cooperation and look forward to resolving this matter for you.
  
  Best regards,
  Super.com
  

• Initial Complaint

  Date:05/23/2025

  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 never signed up for any recurring charged subscription, but have been charged 15 dollars a month. This is clearly fraud.

  

  Business Response

  Date: 05/29/2025

  Dear Joseph,
  
  Thank you for reaching out and sharing your concerns regarding the charges on your account. We appreciate the opportunity to clarify the situation for you.
  
  I want to assure you that the Super+ membership is an optional subscription that requires your consent to activate. We understand your concern about the recurring charges, and we take your feedback seriously.
  
  To resolve this matter, we have canceled your Super+ membership to prevent any further charges. As a one-time exception, we have processed a refund for $121.97. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  If you have any further questions or need assistance, please feel free to reach out. We’re here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/22/2025

  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.

  Hello, I'm writing because I made a reservation through ********* and my credit card was charged 1506.42 *** and I received the confirmation code *********** However, the hotel is claiming they didn't receive payment for my stay. I would like you to please confirm when ******** will receive their money, or if the seller can refund my money. On May 19th at 5:04 pm, I made a reservation for the ******** ************** ***** after seeing an offer that appeared on ****** through ******************. To make the reservation, I was asked to register on the site, and I received a confirmation code via ******** from the number ************** for ********* with a validated number badge.
  Upon arriving at the hotel, they told me they hadn't received the reservation, but they asked me for the confirmation email I received from the seller and the charge that was made to my card. They then let me use the room I had requested. I wrote an email to ************************** and it has been a while since I haven´t received a response, I also called the support number **************** indicated in the reservation confirmation I received via e-mail and they did not respond. Unfortunately, the next day after leaving the hotel they contacted me to inform me that they had not received payment for the use of the room and they demanded that I make the payment even though the discount had already been made from the rate I paid with my credit card. I greatly appreciate your attention since it has been impossible for me to communicate with ****************** or *********

  

  Business Response

  Date: 05/29/2025

  Dear Sergio,
  
  Thank you for reaching out to us regarding your reservation. We appreciate your patience as we work to clarify the situation.
  
  I want to assure you that we are actively looking into your case and are currently working with our travel partner to provide a resolution regarding the payment for your stay at the ******** ************** *****. We understand the importance of this matter and are committed to ensuring it is addressed promptly.
  
  Once we have more information and a resolution, we will send you a follow-up email with details. We appreciate your understanding as we navigate this process together.
  
  If you have any further questions or need assistance in the meantime, please feel free to reach out. We’re here to help!
  
  Thank you for your cooperation.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/22/2025

  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 use the service to get a hotel room and was charged 195.95 paid and received a confirmation. Went to the hotel on the day I was suppose to go and when arrived I was told by the hotel that I did not have a reservation. I contacted super. Com and was told I would get a refund. That was in April of this year. Here we are almost in June and still nothing but a run around.

  

  Business Response

  Date: 05/28/2025

  Dear Ruby,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience as we work to resolve your concerns.
  
  I want to inform you that we have escalated your case and have directly spoken to the hotel regarding your reservation. We are pleased to confirm that we have secured a refund for your booking, and a total of $195.95 has been processed. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We understand how important it is to receive timely updates and appreciate your understanding while we addressed this matter. If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re here to help!
  
  Thank you for choosing Super.com.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/28/2025

  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,
  
  
  
  Ruby F****

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel reservation with this company on 4/9/25 to check in on 5/1/25. When i arrived to the hotel to check in, the hotel manager informed me that the company (Super.com) never contacted them to make a reservation on my behalf. Once i contacted support for Super.com they left me on hold for over 30 minutes then called the hotel directly to try to make the reservation at the last minute, but the hotel declined and informed the company they would not accept the card or payment due to the company having signs of being fraudulent.

  

  Business Response

  Date: 05/28/2025

  Dear Alisha,
  
  Thank you for reaching out to us regarding your recent hotel reservation. We appreciate your feedback and the opportunity to assist you.
  
  We understand that your arrival at the hotel did not go as planned, and we want to assure you that we have looked into your case thoroughly. We have confirmed that a chargeback was filed, and at this time, you will need to check with your financial institution for any updates regarding that process.
  
  Additionally, we have spoken to our travel partner regarding your reservation, but they have not been able to secure a refund at this time. While we recognize that this may not be the outcome you were hoping for, please know that this will be our final response regarding this case, and we are considering it resolved from our side. If you have any further concerns, we recommend continuing to work directly with the hotel for any remaining inquiries.
  
  Thank you for your understanding. If you have any other questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/22/2025

  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.

  Regarding my bookings: ********** & **********
  
  I received this message attached from Super.com Corporate Office Please the email attached. Super.com Corporate Complaints Email has confirmed that there is NO chargeback associated with my booking and I have called my bank and they have confirmed this as well that NO chargeback has been initiated. Also, as you can see in the email attached to this complaint it states that the refund is being processed for booking ********** at the ***** *****. Please see the attached email for proof of the email that confirms a refund is being processed for ***** *****. Please process my FULL refund for both bookings. This email was sent to me this morning on 5.12.25 from the Super.com Complaints Email.

  

  Business Response

  Date: 05/26/2025

  Dear Aaron,
  
  Thank you for your follow-up regarding your bookings ********** and **********. We appreciate your patience as we address your concerns.
  
  We have confirmed that your booking at the ***** ***** (**********) with a check-in date of March 20, 2024, was marked as non-refundable at the time of booking. As such, we are unable to issue a full refund for both reservations, and we understand that this may not be the outcome you were hoping for.
  
  Additionally, for booking ********** at ** ******** ***** ********** ** ****** with a check-in date of March 8, 2024, I am pleased to share that the financial institution has resolved the ongoing dispute in your favor, and that matter was processed on April 2, 2025. For further clarification, I recommend that you contact your financial institution directly.
  
  We appreciate your understanding as we navigate this situation and are here to assist you further. If there is anything else you would like us to address or discuss, please feel free to reach out.
  
  Thank you for your cooperation.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Regarding ***** *****, being that the attached email states from Super.com Corporate my refund was being processed please issue my full refund or Super.com credits that are equivalent. This was extremely misleading to me as a customer. Once either one of these are issued this matter can be resolved. 
  
  
  
  Sincerely,
  
  
  
  Aaron W*****

  

  Business Response

  Date: 05/28/2025

  Dear Aaron,
  
  Thank you for your follow-up email and for providing your thoughts regarding your reservation at ***** *****. We appreciate your continued communication and understand your desire for clarity on this matter.
  
  We have thoroughly reviewed your case, and after speaking directly with the hotel and our travel partner, we want to inform you that we have not been able to secure a refund at this time. We acknowledge your concerns and understand how important it is to have a resolution.
  
  We understand this may not be the resolution you were hoping for, but please know that this is our final response, and we are considering this case closed from our side. Your feedback is valuable to us, and we are committed to improving our processes based on customer experiences.
  
  If you have any further questions or if there's anything else we can assist you with, please feel free to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/21/2025

  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 booked ******* ***** reservation on May 12 for a two night stay beginning 5/16 to 5/18. I received confirmation from super.com on 5/13. When I went to check in the hotel did not have my reservation and said they did not recognize super.com as a vendor. I tried to call and reach super.com for over 30 minutes (it was 1030 PM) but finally had to book a new reservation because the hotel had only one room left. I have called super.con 3 times this week and each time submitted a receipt for my new reservation. When I call to follow up the next agent says they never received my receipt. Still have not received a refund. Zero reservation support after hours. Do not use, I’ve paid double for a reservation not to mention almost having no where to stay due to a graduation making rooms scarce in the area.

  

  Business Response

  Date: 05/28/2025

  Dear Laurie,
  
  Thank you for reaching out to us about your recent experience with your reservation at the ******* *****. We genuinely appreciate you sharing these details, and we understand how important it is to have reliable support during your travels.
  
  After reviewing your case, we have secured a refund for your booking, and I’m pleased to inform you that we have processed a refund of $331.90. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We recognize the challenges you faced with your reservation and appreciate your efforts to provide the necessary receipts. Your feedback about the support experience is invaluable to us, and we are committed to improving our services for our customers.
  
  If you have any further questions or need assistance with anything else, please don’t hesitate to reach out. We’re here to help and ensure a smoother experience for you in the future.
  
  Thank you for your understanding!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/28/2025

  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,
  
  
  
  Laurie M*****