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:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room with this provider that the hotel refused to honor, they then charged me 15$ for a membership that I didn't sign up for. Upon asking for a refund I was told to wait 2 weeks while they conferred with their travel partners(who they weren't at liberty to name)to decide if I could have a refund and 48 hour wait list to speak to a manager

  

  Business Response

  Date: 05/19/2025

  Dear Raven,
  
  Thank you for reaching out to us about your hotel booking and Super+ membership concerns.
  
  We're looking into the concern you raised about your reservation at *** ******** *** * ****** ******* and will follow up with you soon. Our team is working to resolve this as quickly as possible.
  
  Regarding Super+, it's an optional subscription that you can choose to activate. We've cancelled your membership and processed a refund of $15 on May 10. You can expect the funds to reflect in your account within 3-5 business days.
  
  We're committed to providing you with the best possible service. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/09/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super super charges show on my account taken by debit card. I did not sign up or authorize these charges. From what I can tell, they started in December 2024 and have been withdrawn monthly. These are obviously fraudulent charges that need to be removed / refunded and additionally I need to be removed from whatever subscription they claim I signed up for. I've never even heard of super.com.

  

  Business Response

  Date: 05/12/2025

  Dear Lori,
  
  Thank you for reaching out to us regarding the charges you've noticed on your account. We appreciate the opportunity to clarify the situation and assist you.
  
  The Super+ membership is an optional subscription that provides various benefits, including discounts on bookings and cashback on purchases. According to our records, your membership began on December 1, 2024. We want to assure you that we have canceled the membership to prevent any further charges.
  
  As a one-time exception, we have processed a refund for all transactions related to the Super+ membership, totaling $91.97. 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 and ensure you have a positive experience moving forward!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel through Super.com on April 23rd. When I arrive to the hotel they tell me the systems down and to contact the booking site and let them know to contact the hotel and they will inform Super.com that they cant accept bookings and to issue refund. Its been 2 weeks and all Ive heard up to this point is that they are waiting on a response from their business partners.Then today I get an email on May 8th that they are closing my case because they have not heard from me? Last conversation we had they were waiting on their partner, not me.

  

  Business Response

  Date: 05/09/2025

  Dear *********,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience throughout this process and understand the importance of resolving your concerns.
  
  We have reviewed your case and spoken with the hotel regarding your reservation. While the hotel has not approved a refund, we understand the challenges you've faced during this time. As a one-time exception, we have processed a refund in travel credits totaling $91.47, which can be used for future bookings.
  
  As a Super+ member, you have access to additional benefits and resources, and we want to ensure you have a positive experience moving forward.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/08/2025

  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.

  On April 30th 2025 I opened the super.com app and started searching for a hotel for the same night. In the filters I checked that I needed parking and it needed to be animal friendly as I have a 8 yr old golden retriever. I searched for a bit looking for the right price and location and picked a room at **************************** near ************** in ********* ******. The room was $69.96 which I paid online. My confirmation email provided my booking # B_18325873 as well as information that I would not get charged anything else except a refundable security deposit. I drove to the hotel,approached the front desk and was told that I was too early to check in and to come back in a couple of ******** was between 12-1pm at this point.when I returned at 4:30 I Approached the desk again ,showed them the booking # and asked if I could have a lower unit on an end which they said they didn't have.i asked about where to take my dog to the bathroom and she said "we don't allow animals here's. I was upset at this and asked how I was to get my money back she said I had to go through the 3rd party it had booked it with, but she would definitely approve the refund .I immediately started trying to reach Super.com with no resolution until May 8th when I was told that super.com travel partners were told by the hotel that no refund would be given to them so I wouldn't be getting my money back. in those 9 days I was told that super.com was waiting for a response from the hotel so the 3rd day of hearing this I contacted the hotel and the same employee who has said she would approve the refund answered the phone and I informed me that super.com had not been in contact with her about a refund also telling me that I needed. luck because super com never refundes I feel it was their app with their filters that led me to choose Sunnyside inn and suites not my fault iin those 9 days I have been lied to,hung up on and disrespected all because I wasn't allowed to check into that hotel

  

  Business Response

  Date: 05/10/2025

  Dear April,
  
  Thank you for taking the time to share your experience with us. We truly appreciate the opportunity to assist you and understand the importance of your concerns.
  
  After thoroughly reviewing your case and speaking directly with the hotel, were pleased to inform you that we have secured a free of charge cancellation for your reservation at the ************* & Suites. As a one-time exception, we have
  processed a refund of $69.96 to your original payment method. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  We are committed to ensuring our customers have a positive experience. If you have any further questions or need assistance, please dont hesitate to reach out. We're here to help!
  
  Thank you for your understanding, and we look forward to serving you better in the future.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/08/2025

  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 booked a room through them at the home town inn in ************* for last night and tonight paid ******. I get to the hotel and the lady said they are now starting deposits which they never did before so I told her to cancel my reservation then which she did. I called super.com and they are giving me the run around to get my refund and wants me to do they leg work when the lady at the hotel confirmed my cancellation with super.com in front of me on the phone yesterday. I still havent gotten my money at ****** and my sons are homeless and we stay in hotels or in the truck so this is a huge inconvenience and no one is trying to get me money back and the lady last night at super.com did not do her job. I NEED MY MONEY ASAP as well as extra for inconvenience fee. We slept in my truck last night thanks to this

  

  Business Response

  Date: 05/09/2025

  Dear ******,
  
  Thank you for reaching out to us regarding your recent experience. We appreciate your patience as we work to assist you.
  
  We understand the difficulties you've encountered, and we want to let you know that we have escalated your case. After speaking with the hotel, we have successfully secured a refund for your reservation. A refund of $124.95 has been processed, and you can expect to see these funds reflected in your account within the next 3 to 5 business days.
  
  We truly appreciate your understanding as we navigate this situation together. If you have any further questions or need assistance, please dont hesitate to reach out. We're here to help!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/08/2025

  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.

  purchased a hotel booking through super.com. i called the hotel to cancel and was told i needed to cancel through super.com. i reached out to super.com and they told me i needed to receive a waiver from the hotel saying it was okay to cancel. the hotel said that super.com is supposed to ask for the waiver and that they could not give it to me. when i told super.com that they needed to send the waiver they told me they could not contact the hotel. i was unable to cancel my reservation or receive a refund. this was extremely frustrating.

  

  Business Response

  Date: 05/14/2025

  Dear Ariel,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience and the opportunity to assist you in resolving this matter.
  
  After thoroughly reviewing your case and speaking with our travel partner, we are pleased to inform you that we have successfully secured a refund for your reservation. We have processed a refund of $516.87 to your original payment method, which you can expect to see reflected in your account within the next 3 to 5 business days.
  
  We understand that navigating the cancellation process can be complex, and we value the time you took to bring this to our attention. Your feedback is important to us and helps us improve our services to ensure a better experience for all our customers.
  
  If you have any further questions or need assistance, please feel free to reach out. We’re here to help and support you!
  
  Thank you for your understanding, and we hope to provide you with a positive experience in the future.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/08/2025

  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 have been noticing 15 dollar monthly payments to a super.com+ subscription that I know I did not sign up for. It happened today and last month but I have only noticed now. I never signed up for there + subscription so it’s concerning why I would be receiving charges from my account.

  

  Business Response

  Date: 05/08/2025

  Dear Canaan,
  
  Thank you for reaching out regarding the charges you’ve noticed on your account. We appreciate the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional subscription that requires your authorization to activate. We understand your concern about the monthly charges. To address this, we have canceled your Super+ membership to ensure no further charges will occur.
  
  As a one-time exception, we have processed a refund for all transactions related to the Super+ membership, totaling $30. You can expect this amount to be 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 and support you!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/08/2025

  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,
  
  
  
  Canaan B******

• Initial Complaint

  Date:05/08/2025

  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 am writing to escalate the issue concerning my two bookings (B_13478348 and B_13290454), which I initially reported in 2024. Despite raising this matter well in advance, an amendment form was never sent to me, and I only discovered this after checking my email thoroughly. I had to call customer service again to request the forms only to be met with repeated rudeness and unprofessionalism. On multiple occasions, representatives have hung up on me mid-call, especially when I requested to speak with a manager or asked for further clarification. Eventually, I completed and submitted an amendment form for each booking on April 20th, 2025, at 6:58 p.m. and 7:01 p.m., respectively. I also attached all relevant documentation and clearly explained my negative experience at both hotels. Based on those submissions, I was explicitly promised by a customer service representative that a refund would be processed. However, to date, I have not received any refund or confirmation of one being issued. The repeated rude behavior and lack of accountability from Super.coms customer service team has been extremely frustrating and unacceptable. I have been misled, dismissed, and treated poorly throughout this process. Despite being assured that my refund was on the way, I have not received any follow-up or resolution. At this point, I am formally and respectfully requesting that you issue the full refund for both reservations without further delay. Given the circumstances including the failure to send the amendment forms, the unprofessional conduct of multiple representatives, and the unfulfilled promise of a refund I believe this request is more than reasonable. Thank you for your time and attention. I hope to see this matter resolved promptly.

  

  Business Response

  Date: 05/12/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We appreciate the opportunity to address your concerns regarding your bookings.
  
  We have reviewed your case, and I want to provide you with an update. We see that there was a chargeback initiated for booking B_13290454. In this instance, we recommend that you contact your financial institution for updates on the case status, as they are currently overseeing the resolution process.
  
  Regarding booking B_13478348, we have spoken directly with the hotel, and we are unable to secure a refund, as the documentation provided was related to a different booking in July.
  
  We understand this situation may not be what you were hoping for, and we appreciate your patience as we navigate these matters. If you have any further questions or need assistance, please feel free to reach out. We're here to support you.
  
  Thank you for your understanding, and we hope to assist you further.
  
  Warm regards,
  Super.com
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23302254
  
  I am rejecting this response because: This is not 100% true. I received this message attached from Super.com **************** 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 it states that the refund is being processed for booking B_13478348 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

  
  Sincerely,
  
  ***** *.

  Customer Answer

  Date: 05/12/2025

  It is ***** ******

  

  Business Response

  Date: 05/19/2025

  Hi *****,
  
  Thank you for your follow-up email.
  
  We appreciate your patience and are grateful for the opportunity to assist you further. Your case is important to us, and we're actively working on finding a solution.
  
  We'll send a follow-up email once we have a resolution in place. In the meantime, please know that you're in good hands, and our team is dedicated to resolving your issue as soon as possible.
  
  Thank you for choosing our services, and we look forward to updating you with a solution soon.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:05/07/2025

  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 reserved a room at the ********* ********** ** *** *** through ****** maps selecting super.com as the third party reservation agent. For April 14th through the 15th, 2025. When it came time to make payment I logged into super.com which I had a membership with. I never had a problem with them for reservations before. The app kept loading and reloading. I finally was able to get my payment to go through. I then proceeded with my travel itinerary arriving at the hotel at 1:00 a.m. after phoning them to let them know that I would be arriving late and driving an hour to get to the hotel When I got to the hotel they informed me that they didn'thave a room for me and that they've never did business with Super.com only ******* and to check my reservation, but it might be the wrong Hotel because a new hotel has been opened up in Fort Lauderdale very similar in address and only a few miles away. To my disbelief when I checked the reservation I had been booked for the Downtown Fort Lauderdale location which was not the location that I had reserved. Although exhausted I repacked my belongings and proceeded that hotel by which time it was 3 am! When I arrived they made me rebook for another night because they refused to honor the reservation that I have made for the previous night. Super.com made me ask the manager for a letter granting permission to cancel the reservation how are the hotel refused to obligeand refund this nights stay.
  I wasted not only 142 but the whole next day of my life trying to obtain this letter and figure out how it's going to do business from a different hotel that was in a completely different area that I needed to be in the hotel had a lot of problems functionally I wasn't all that happy ending up having to extend my day by 2 days to straighten everything out & time did not permit me to change hotels again.
  When I asked Super.com to refund did you manage that I produce a letter from the hotel. Obtained/submitted to no effect.! Lost night $ Time.

  

  Business Response

  Date: 05/12/2025

  Dear Cheryl,
  
  Thank you for reaching out and sharing your experience with us. We truly appreciate your feedback and understand the difficulties you encountered during your recent trip.
  
  After carefully reviewing your case and speaking directly with both the hotel and our travel partner, we found that the booking was utilized, which means we are unable to process a refund for the night in question. We recognize the effort you made to resolve this situation, and we appreciate your understanding.
  
  Please know that your experience is important to us, and your feedback will assist us in enhancing our services. If you have any further questions or need assistance with anything else, please feel free to reach out. We are here to support
  you!
  
  Thank you for your understanding, and we wish you all the best in your future travels.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The hotels that I booked was not at the hotel that I ended up having a reservation at and they are false advertising through ****** maps availability at hotels that do not honor super.com and then arbitrarily switching the customer's Hotel to a different Hotel of comparable value. This threw my business endeavors off greatly and cost me extra money and parking and other incidentals that would not have been charged at the hotel that I originally booked. I wasn't able to check into the hotel until after that stay had passed there was no cancellation option available to me as these are prepaid reservations I was told by super.com but they were going to issue me a voucher for future stay and that was not dependent upon the hotel reimbursing anyone the hotel gets pre-paid by super.com super.com gets pre-paid by a customer such as myself. I did not ensure this trip or I would have been entitled to a refund from the insurance company but since super.com has to refund from their own resources they don't want to it is not the hotel's fault it is super.com the booking agents fault and therefore they should be responsible and keep their word about issuing me about you that is not dependent upon any third party involved. They are the second party the third party would be the hotel. I represent the first party who made the booking but I did not book at that hotel and I ended up reserved  there at greater inconvenience and expense and it was a subtle thing a subtle address change it was barely noticeable in my reservation both reservations had the same street the same brand and the same type of hotel but they are two separate hotels within miles of each other. I would have had to look at the reservation very closely in order to detect the difference according to the app I had reserved a room at the ********* ********** ** *** ***. I ended up at the downtown Fort Lauderdale ********* which I never intended. I have already submitted documents to that effect and showing that super.com does advertise for the ********* ********** ** *** *** however that was not the hotel that I ended up with after I clicked on that hotel through ****** maps. This is great deception on the part of super.com.
  
  Sincerely,
  
  
  
  Cheryl O********

  

  Business Response

  Date: 05/16/2025

  Dear Cheryl,
  
  Thank you for your follow-up and for providing us with additional details about your booking experience. We truly appreciate your feedback as it helps us improve our services.
  
  We have reviewed your case further, and I want to confirm that your reservation is for the ********* ** ******** **** ********** ********, with a check-in date of April 14, 2025. If you have been seeing any reference to the ********* ********** ** *** *** along with a different address in the Super app, we kindly ask that you share a screenshot of this information with us. This will greatly assist us in understanding the situation and ensuring that it is addressed appropriately.
  
  Your insights are essential to us, and we want to make certain that we resolve this matter to your satisfaction. If you have any additional questions or require further assistance, please feel free to reach out. We're here to support you!
  
  Thank you again for your understanding and cooperation.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I I only have a screenshot of the ****** map icon that I clicked on to get to super.com it took me straight to reserving the room I had no reason to believe that I'd reserved the wrong hotel I didn't look at the confirmation because all I gave was an address on ******* ******* that looked correct to me however there was a difference in the number Street number the location of the hotel was different it was a ******** it was a ********* it was in Fort Lauderdale and it was on ******* ******* that was all I needed to know I didn't know it was another ********* somewhere else and that apparently is the one that they assigned me to. 

  I'll try to get something in writing from the hotel today dating that they never accept super.com yet super.com is advertising for this hotel through ****** maps. It shouldn't be that you click on one hotel and you get reserved into another one. 

   

  
  
  Sincerely,
  
  
  
  Cheryl O********

  

  Business Response

  Date: 05/22/2025

  Dear Cheryl,
  Thank you for your follow-up and for providing us with additional details about your booking experience. We truly appreciate your feedback as it helps us improve our services.
  

  We've thoroughly investigated your case and have reached a final decision. Unfortunately, we won't be able to provide a refund directly. However, if you're seeking a refund, we recommend contacting the ********* ** ******** **** ********** ******** directly to discuss potential options. 
  

  If you have any additional questions or require further assistance, please feel free to reach out. We're here to support you!
  

  Thank you again for your understanding and cooperation.
  

  Warm regards,
  Super.com

• Initial Complaint

  Date:05/07/2025

  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.

  On 2/5/2025 I stayed at the ****** * hotel in Carlsbad, CA. I was charged $95.00 by the hotel on my ******** ******* card for a room, as well $95.35 by Super.com on my ***** ****** ***** charge card ending in ****. I contacted Super.com on 2/12/2025 and they promised me a refund of $95.35 if I provided them with the documentation to prove that I was double charged. I provided them with the documentation on 2/12/2025. ***** from Super.com support responded on 2/13/2025 with the following: "I hope you're doing well! I wanted to let you know that our team is on top of processing and verifying your refund within the next 3 days. Once it's all set, we’ll send you a confirmation email right away. We’re making your refund a top priority to get it done as quickly as we can!" As of 4/29/2025 I never received the refund. When I sent Super.com an email asking about the refund they told me that I needed to contact the hotel for a refund.

  

  Business Response

  Date: 05/08/2025

  Dear Laura,
  
  Thank you for reaching out to us regarding your recent experience. We appreciate your thorough communication and the opportunity to assist you.
  
  After reviewing your case and speaking directly with the hotel, we learned that they charged our card instead of yours for the booking from February 4, 2025, to February 5, 2025. However, the invoice provided shows different dates, suggesting that another reservation has been made at the hotel. At this time, we have not been able to secure a refund for you.
  
  To proceed further, we recommend that you contact the hotel directly regarding the charge, as they will be able to assist you in clarifying this matter.
  
  If you have any additional questions or need support as you follow up, please don’t hesitate to reach out.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com