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:08/31/2025

  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 hotel Courtyard by ************************ using super.com site.I also purchased enhanced cancellation policy in case I need to cancel last ********* booking was for September 1 - September 3. I needed to cancel this reservation on August 31.. I wasnt able to cancel it online and called super.com, where I was told to call hotel directly. Of course, hotel said that they have nothing to do with the booking, as I booked it through third party. When I called super.com again, they redirected me to the ******** understanding is that, because I booked through super.com, they are obligated to take care of the issue. Very disappointed.

  

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for reaching out and sharing your experience with us. We understand your frustration and appreciate the opportunity to assist you.
  
  As a third-party booking platform, Super.com is responsible for facilitating your reservation, while the hotel manages the approval for any cancellations. Our bookings are generally non-refundable and non-amendable, allowing us to offer the best possible rates to our customers.
  
  Regarding the enhanced refund option you purchased, this add-on feature is designed to offer refunds under specific approved situations, such as medical emergencies, natural disasters, or flight cancellations. The terms and conditions for this option can be found in the link provided in your confirmation email.
  
  To proceed with a refund under this enhanced refund option, you would need to initiate the process directly with the enhanced refund provider and submit the required proof as outlined in their terms. This enables you to explore the possibility of a refund for circumstances that align with their policy.
  
  We understand that this process may feel a bit complex, and we're here to support you throughout. If there's anything more we can do or if you have further questions, please don't hesitate to reach out. Your satisfaction and peace of mind are important to us, and we'll do our best to assist you.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/31/2025

  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.

  So I'm trying to get the super plus membership reactivated, and it keeps trying to charge my card $45 instead of the $15 that I'm supposed to be charged for the membership. What's going on?

  

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concern with us. I understand how puzzling unexpected charges can be, and Im here to provide some clarity.
  
  After reviewing your account, I can see that your Super+ membership was previously cancelled and has recently been reactivated. While I didn't find any charge of $45 being processed, it's possible that missed payments from before the cancellation might have led to this charge being higher than the usual $15 membership fee.
  
  I would recommend double-checking with your payment provider to confirm if any outstanding amounts remain. If everything appears in order on your end, please let me know, and I'll be happy to assist further.
  
  Your membership is important to us, and we're here to ensure a smooth experience for you. If you need any more help or have additional questions, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/31/2025

  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.

  Between JanuaryAugust 2025, Super.com charged my credit card $15/month without my knowledge or authorization, plus an initial $1.97 fee (total: $91.97). I never agreed to or knowingly enrolled in any subscription, and I received no disclosures, emails, or confirmations regarding these charges.This appears to be a case of unauthorized billing and negative option enrollment, which the *** has identified as a deceptive practice when consumers are charged for services without clear, informed consent. Super.coms lack of transparency and failure to provide notice is both unethical and potentially unlawful.I am requesting the following:1.Full refund of $91.97 for all unauthorized charges (attached screenshot for proof of charges to my bank ******************* cancellation of any account/subscription tied to my information 3.BBB review and investigation into whether Super.coms billing practices comply with consumer protection standards

  

  Business Response

  Date: 09/01/2025

  Dear Rhianna,
  
  Thank you for reaching out and sharing your concerns with us. I understand the importance of clarity and transparency in any financial transaction, and I'm here to provide assistance.
  
  After reviewing your account, we found that the Super+ membership was signed up on January 30, 2025. The Super+ membership is an optional service designed to offer various benefits, such as discounted rates, cashback on travel, and other perks. This membership requires explicit consent to activate, ensuring that customers have control over their enrollment.
  
  It seems that the sign-up for your Super+ membership was associated with a third-party site, such as Lyft, ***** or Ticketmaster. Often, an ad appears on the order confirmation page or in an email following a purchase from these sites, providing an opportunity to enroll.
  
  While Super+ membership fees are typically non-refundable, please know that your feedback is valuable to us. We're committed to ensuring a positive and transparent experience for all our customers.
  
  We understand this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. If there are any more questions or if you need further assistance, please feel free to reach out. We're here to support
  you and provide any help you may need.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/30/2025

  Type:Customer Service 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 the hotel through super.com for my stay from August 30, 2025 till September 1st, 2025. When I checked in to Embassy suites they had no record for reservation. I tried to contact them through their app help chat and phone but couldnt connect to customer support. I was on hold for over an hour waiting for customer support. ******************** charged me $351.53 for the booking.

  

  Business Response

  Date: 09/01/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience with us. I genuinely understand how concerning it is to encounter issues with your booking, and I appreciate your patience as we worked to resolve this matter.
  
  I'm pleased to inform you that we have thoroughly reviewed your case, and the refund for your booking amount of $351.53 has been processed to your original payment method. You should see the funds reflected in your account within the next 3 to 5 business days.
  
  Your satisfaction is important to us, and we're grateful for your understanding during this process. If you have any further questions or need additional assistance, please don't hesitate to get in touch. We're here to ensure your experience with us remains positive and supportive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/30/2025

  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 had a recent complaint, as it is so hard to reach their staff by phone or chat. This amounts to additional information rather than a ne complaint. The bbb has been very supportive and I am most appreciative. Please send this to them for a bit of assistance.I am trying to book a one neither stay, in September 2nd at the freehand Miami hostel in the lowest bed category. Previously, other categories were showing up and my ability to apply my travel bank credit was eligible for use. Now, it isnt showing up at all and telling me that because the rate is through a super partner, I cant use the credits. Can you make the booking for me and apply the travel credit, and Ill pay the difference at the hotel?Please see the screenshot attached and run your own search when you are available.When I finally reached super support, they said to try again later.Can you please help?

  

  Business Response

  Date: 09/03/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is for you to use your travel credits efficiently, and I'm glad to assist you with clarity on this matter.
  
  While we're unable to make bookings on behalf of our customers, I want to assure you that we're here to support you in making your reservation as smoothly as possible. Upon reviewing your account, I noticed that when you initially attempted to book, the credits were applied, but the booking was unsuccessful and the credits were subsequently refunded. This might be due to availability at the time.
  
  I can confirm that there are currently $20.81 available in your account as travel credits. I encourage you to try rebooking, keeping in mind that availability can change. We are committed to assisting you in ensuring you can use your credits for an enjoyable stay.
  
  If you have any more questions or need further assistance, please feel free to reach out. Were here to help every step of the way.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23820781
  
  I am rejecting this response because:

   

  They fail to take ownership of the problem.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/04/2025

  Dear ****,
  
  Thank you for your follow-up email and for sharing your thoughts with us. We genuinely appreciate your feedback and want to provide further clarity on the situation.
  
  We are committed to supporting you as you work to apply your travel credits. While our system requires that bookings be completed by the customer directly, we're here to assist and ensure all details are entered accurately.
  
  Though we can't make the booking on your behalf, your travel credits are ready for use, and I'm confident that reattempting the booking will allow you to secure your desired stay.
  
  We sincerely appreciate your understanding and are here to help if you need any further assistance. Thank you for choosing Super.com.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23820781
  
  I am rejecting this response because:

   

  they are just giving more fluff and not truly helping the customer.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/30/2025

  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 on June 28, 2025 for $414.04. in ***************, ** through super.com. They came up in a ****** search for places to stay in ***************** and I have booked through third-party vendors this way many times. It was not disclosed that I was signing up for a $15 a month membership or that I would owe more money at booking and what that amount would be. Then, when I got there, I had to pay an additional $220.33 and when I was going back over my credit card statement, I realized that I had gotten two monthly membership charges for $15. I would have never booked this place through them had I known about these additional fees that were not disclosed to me as there were more affordable option in the end with better amenities. I only booked a place to stay with less amenities because of the price given online for my stay. I have booked through other third-party vendors that disclosed clearly that I would be paying X amount of dollars now and then another X amount of dollars at check-in. That was not done in this case. I should have been given a clear membership agreement that disclosed I was entering into a membership and the price. These things should have been done and it is a scam not giving full pricing disclosure. Reading through real reviews of Super +/Super.com, this is being done to people time and time again and this is not standard business practice in the industry and should not be allowed. Please lower this business's rating and hold them to better standards so people do not continue to get scammed into paying more money than was disclosed. I have attached the invoice from my booking showing the pricing I thought I was booking at. No other additional membership or fees were disclosed at any point in the booking process. The invoice clearly states I will not be charged any additional charges or fees. I would like the $250.33 dollars in additional fees refunded is possible. Its the right thing to do.

  

  Business Response

  Date: 09/01/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We understand how important transparency and clarity are when making bookings, and I appreciate the opportunity to assist you.
  
  The Super+ membership is designed to offer additional benefits, such as discounted rates, cashback on travel, cash advances, and more. It looks like you signed up for our Super+ membership while booking through Super.com, which ensured you locked in the best available rate. This membership is completely optional and confirmed during the checkout process. While Super+ memberships are generally non-refundable, we've made a one-time exception and processed a refund of $30 to your original payment method. You should see this reflected within the next 3 to 5 business days.
  
  Regarding the extra charges incurred at the hotel, your confirmation page has a section that specifies, "There will be NO additional charges or fees for the room. Only incidentals, resort fees, and ancillary items (e.g., room service), will be collected directly by the hotel. The hotel may authorize your credit card as a deposit to cover any damages to the room." This information explains that any additional charges are related to services provided directly by the hotel.
  
  We understand that this may not be the resolution you were hoping for, but this is our final response, and we are considering this case closed from our side. Should you have any further concerns, we recommend continuing to work with the hotel directly for matters related to their specific charges.
  
  Thank you once again for allowing us to address your concerns, and if there's anything else we can do to assist, please don't hesitate to reach out.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23820564
  
  I am rejecting this response because: the amount that would be due immediately at check in as not disclosed and was a large sum of money. This cost should have been disclosed in the booking process and included in the total price of the booking. By not doing so, you are doing a bait and switch and scamming people into booking something for a false price. 
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 09/02/2025

  Dear *******,
  
  Thank you for reaching out once again and sharing your thoughts with us. We genuinely appreciate your feedback and the opportunity to address your concerns more thoroughly.
  
  I understand that knowing the total cost upfront is essential when booking, and it's important that any additional charges at check-in are clearly communicated. The Super+ membership is intended to offer benefits such as discounted rates and cashback, enhancing your experience. We recognize the importance of clarity in communication around these charges.
  
  Regarding hotel-specific fees, such as resort charges or incidentals, these are typically outlined on the confirmation page and collected directly by the hotel. We strive to provide comprehensive information to prevent misunderstandings, and your insights will be valuable in helping us improve our communication.
  
  While this may not be the resolution you were hoping for, this will be our final response, and we consider this case closed from our side. I encourage you to connect directly with the hotel for additional clarification on their specific charges.
  
  Thank you for allowing us the opportunity to address this matter with you. If there's anything further we can do to assist, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/30/2025

  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.

  For Confirmation Number: B_20101821 (August 20,2025)I stayed at the *********** in *****************, N.J. I paid for a double queen room. However, when I arrived, the hotel informed me that Super.com had only booked me for a single bed. As a result, someone traveling with me had to sleep in a chair. The hotel had no additional rooms available, and Super.com was unwilling to help resolve the issue.I uploaded receipt from Hotel which indicates they booked it for one one bed. My reservation was for two beds. I uploaded that reciept as well.

  

  Business Response

  Date: 09/01/2025

  Dear *******,
  
  Thank you for reaching out and sharing your recent experience with us. I understand how crucial it is to have accommodations fit your expectations, and I'm here to help clarify the situation.
  
  We escalated your case and connected with Ky, the hotel manager at the *********** in **************************. From the discussion, it appears your original booking was for a room with one queen (double) bed, and the hotel provided an upgrade to a room with one king (double) bed due to the unavailability of the queen room.
  
  At this time, we have not been able to obtain a refund for this situation as the booking was utilized. While this may not be the resolution you were hoping for, this will be our final response, and we are considering this case closed from our side.
  
  If you have any further questions or need assistance, please don't hesitate to contact us. We're here to help and ensure future travels bring you enjoyable experiences.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23820090
  
  I am rejecting this response because: If you notice the confirmation I made with your booking company is was for 2 queen size bed. Not a double queen. You falsely advertise what you had available 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 09/03/2025

  Dear *******,
  
  Thank you for your follow-up email and for giving us the opportunity to review the details of your booking more thoroughly. I appreciate your patience and understanding as we work to resolve this matter.
  
  I have taken another look into your reservations, and would like to clarify the details. The booking made on July 19 for check-in on August 18, 2025, and check-out on August 19, 2025, was indeed made for a Queen Room with Two Queen **** and Mobility Accessible Tub. This booking was subsequently cancelled and refunded.
  
  The booking associated with reference number B_20101821 was for a Double Queen Bed Non-Smoking room. To ensure transparency, I have attached the confirmation page for your reference.
  
  While this may not be the resolution you were hoping for, this will serve as our final response, and we are considering this case closed from our side. If you have any further questions or require additional clarification, please feel free to reach out. We're always here to
  support you and ensure your future travels go smoothly.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23820090
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/30/2025

  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 am reporting unauthorized charges made to my *********** debit card. On August 25, immediately after paying for a Lyft ride, a charge of $1.97 USD appeared from Super. And today, August 30, another charge of $15.00 USD was taken. I never booked a hotel with this business, nor did I subscribe to any of its services, so there was no service expected or agreed upon. I also did not see or respond to any advertisement from this business.These charges were not authorized, and the business has not made any effort to resolve the problem. I am therefore disputing these transactions as fraudulent and requesting that they be investigated and refunded.

  

  Business Response

  Date: 09/04/2025

  Dear Innocent,
  
  Thank you for reaching out and bringing this to our attention. I completely understand your situation regarding the unexpected charges, and I'm here to assist in getting this resolved.
  
  The Super+ membership is an optional subscription designed to offer exclusive benefits such as discounted rates, cashback on travel, cash advances, and more. It's meant to enhance your travel experience, but it should only be activated with explicit consent.
  
  We have not been able to locate a Super+ membership account linked to the contact number or email address provided. To help address this issue, we've escalated the matter for further review. Our support team has sent you a follow-up email requesting additional information so that we can thoroughly investigate the charges.
  
  Please be assured that we are committed to addressing your concerns and providing a resolution. If you have any further questions or need assistance, please feel free to reach out.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/29/2025

  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.

  First, I did not sign up for the membership as I know I won't travel a lot to benefit from it. I selected the option carefully so I'm not enrolled in membership. 2nd, the booking was cancelled in first place evenif I selected the wrong ting(I clearly know that I DID NOT), but as the membership was still charged.3rd, they claimed that I used the membership so it cannot be refunded. And stated in email that how much I paid with discounts. However, I never paid the discounted price but only the full price. 4th, I noticed the membership was charged, which I never wanted to be enrolled and cancelled the same day. I neither use nor want any benefits they offer. 5th, I did a ****** search about the charge. Not only me have this issue, but it seems many people fall into this trap. They are doing something shady by charging a membership fee from people.

  

  Business Response

  Date: 08/30/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. I understand your concerns and appreciate the opportunity to address them.
  
  Upon reviewing your account, it seems that you signed up for our Super+ membership when booking through Super.com on August 3rd. The Super+ membership is designed to offer valuable benefits, such as discounted rates and other perks. I want to reassure you that the membership has been cancelled to prevent any future charges.
  
  While Super+ membership fees are typically non-refundable, we have made a one-time exception and processed a refund to your original payment method. You should see this reflected in your account within the next 3 to 5 business days.
  
  Your feedback is important to us, and we're committed to ensuring a transparent and positive experience for all our customers. If there are any further questions or if you need additional assistance, please don't hesitate to reach out. We're here to help and support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/29/2025

  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.

  Charged for something I did not sign up for. And they won't refund me the "trial" charge. They said they would refund the $15 but I want the other $1.97. Coercion and scammy feel. I never signed up to this site, and how they got my information is unknown. I do not want to cancel my card for such a small charge but I may.

  

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns with us. We understand how important it is to have clarity around charges, and I'm here to provide some assistance and reassurance.
  
  The Super+ membership is an optional subscription designed to unlock a range of benefits, such as discounted rates and cashback opportunities. It requires explicit consent from the customer to activate during the booking process.
  
  I'm pleased to inform you that we have taken care of canceling your membership to ensure there are no further charges. Additionally, we've processed a refund for the trial period amounting to $1.97, and you should see this reflected in your original payment method very soon.
  
  We value your feedback and are committed to ensuring a positive experience for all our customers. If you have any further questions or require additional assistance, please feel free to reach out. We're here to support you.
  
  Warm regards,
  Super.com Team