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:05/07/2025

  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.

  Due to a missed flight, I was unable to check-in for my initial booking but managed to modify my booking without penalty. I was then advised by ********* ******** to contact the third-party (Super) for them to correspond with the hotel to issue my refund for the nights of May 2nd & 3rd 2025. The issue I'm having is that neither party is willing to contact the other to carryout the refund although both parties have indicated an entitlement to the refund after taking into account my specific circumstance. The hotel states they are unable to issue documentation stating that the refund should be granted but Super claims that is the only way they (or their travel parter *******) is able to proceed with the refund.

  

  Business Response

  Date: 05/08/2025

  Dear Eulaine,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your patience and the opportunity to assist you regarding your hotel booking.
  
  We understand your concerns about the difficulties faced with securing your refund due to the circumstances surrounding your missed flight. After reviewing your case and speaking directly with the hotel, we are pleased to inform you that we have secured a refund for the nights of May 2nd and 3rd, 2025, totaling $397.46.
  
  This refund has been processed to your original payment method, and you can expect to see the 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 ensure your experience is a positive one!
  
  Thank you once again for your understanding.
  
  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.

  I stayed at a hotel. There was an issue with the hotel and I was told I’d be refunded for half my stay and it would come from the third party I booked through. This was over a month ago, the hotel informed me that the refund was authorized but I have not received it. I called super.com customer service to inquire about the refund. The agent was extremely rude and told me there were no refunds for this stay. I attempted to explain the situation and he continued to speak over me and yell. I asked to speak with and he refused to transfer me. I asked for his name and employee I’d number, he refused to give me the ID number however I did get a name, *****. This kind of customer service is atrocious and I would like to be contacted by a supervisor at super.com and have my issue resolved.

  

  Business Response

  Date: 05/08/2025

  Dear Caleb,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and understand the importance of resolving this matter promptly.
  
  We have reviewed your case and are pleased to inform you that we have secured a refund for the amount of $280.20. This refund has been processed to your original payment method, and you can expect to see it reflected in your account within the next 3 to 5 business days.
  
  Additionally, our support team has made a follow-up call as a courtesy to ensure that your concerns are addressed. We want to make certain that your experience moving forward is a positive one.
  
  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 and patience as we worked through this matter.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/07/2025

  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.

  On 5/2/25, I booked a hotel for what I thought was May 4 thru May 6. After booking, the confirmation (B_18364351) had the dates of May 5 thru May 7. I immediately reached out to Super.com via their chat option. They indicated that because it was a human error, that they could not refund me. I advised I did purchase the refund option. They then advised me to make the refund request and while I waited for the review, I would need to re-request the hotel for the correct dates. They also advised me to call the hotel to see if they could assist. I did call the hotel and they said it all had to go thru super.com and they could not help me.Later that day, I received an email response saying that they could not refund me because it was a human error and that is not covered.I replied to the email asking them to reconsider as I still needed the hotel, that somehow the wrong dates were entered.Again, I was denied.I called the number provided and the representative stated they could not help me and human errors were not covered as a refund. I asked to speak with a supervisor and they told me they could not transfer me. I again advised that there should be something that could be done as I was not trying to get out of my reservation, but that the incorrect dates were input. They advised that they could not help me. I again asked for a supervisor as they should have someone on staff. They said they could not transfer. They then sent me a link to try again for a refund and that I would need something in writing from the hotel saying they would approve a free refund. The hotel could not accommodate anything in writing and said super.com would need to call them. I submitted the request and have not hear back (it's been 4 days).I'm looking for a refund for the incorrect hotel reservation of $199.32.

  

  Business Response

  Date: 05/12/2025

  Dear ****,
  
  Thank you for your patience as we reviewed your case regarding your recent hotel reservation. We appreciate the opportunity to address your concerns, and I'm glad to provide you with an update.
  
  After speaking directly with our travel partner and the hotel, we are pleased to inform you that we have secured a refund for your reservation. We have processed a refund of $180.32 to your original payment method, which you can expect to see reflected in your account within the next 3 to 5 business days.
  
  We recognize that this situation required effort to resolve, and we truly appreciate your willingness to communicate with us. If you have any further questions or need assistance with anything else, please dont hesitate to reach out. We are here to help!
  
  Thank you once again for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:05/07/2025

  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.

  They are doing unauthorized transactions on my credit card account. I have no idea who these people are.

  

  Business Response

  Date: 05/08/2025

  Dear Darlene,
  
  Thank you for reaching out regarding the transactions you’ve noticed on your credit card account. We appreciate the opportunity to clarify this situation for you.
  
  The Super+ membership is an optional subscription that requires your authorization to activate. According to our records, the membership started on January 1, 2025. To prevent any future charges, we have canceled the membership.
  
  As a one-time exception, we have processed a refund of $30 for the unauthorized transactions you experienced. 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!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/06/2025

  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 booked a hotel room through super.com using a link from a ****** search. I have no problem with the hotel room booking, but then super.com began charging me $15/month after that booking. I did not sign up for any subscription. This is a deceitful practice that appears to be common with this company. I noticed the recurring charge after two $15 charges. I stopped super.com from being able to charge my account.

  

  Business Response

  Date: 05/08/2025

  Dear ***,
  
  Thank you for reaching out to us regarding your experience. We truly appreciate the opportunity to clarify the situation and assist you.
  
  The Super+ membership is an optional subscription that requires your approval to activate. We understand that noticing unexpected charges can be concerning, and we want to ensure you have accurate information about your account.
  
  However, we were unable to locate a Super+ membership account with the details you have provided. To assist you further, please send us your booking reference number, and we will look into this matter promptly.
  
  If you have any further questions or need assistance, please feel free to reach out. Were here to help you!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23296417
  
  I am rejecting this response because:
  My Booking Confirmation # R5495612542
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 05/12/2025

  Dear ***,
  
  Thank you for your response. We appreciate the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional subscription that provides various benefits, including cashback on purchases and exclusive discounts. It requires your authorization to activate.
  
  We have escalated your case and, after a telephonic conversation with our support team, we are pleased to inform you that this matter has been resolved. A refund of $30 has been processed to your original payment method, and your
  Super+ membership has been canceled to prevent any future charges.
  
  If you have any further questions or need assistance, please feel free to reach out. We're here to help, and we appreciate your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/12/2025

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

  Thank you for the refund.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:05/06/2025

  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.

  Im writing this complaint solely for the purpose of a refund, I am seeking a 15$ refund for the super+ subscription in which I had zero utilization of, If this can be fulfilled I would appreciate it, Thank you.

  

  Business Response

  Date: 05/08/2025

  Dear Javen,
  
  Thank you for reaching out regarding your Super+ subscription. We appreciate your message and the opportunity to assist you.
  
  The Super+ membership is an optional subscription that requires your authorization to activate. We understand that you have not utilized the service, and I want to let you know that we have canceled your 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 $16.97. You can expect this amount to be available 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, and we appreciate your cooperation.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My banking details were used to open a super + membership. How this was done, I have no idea as I have never used their services. When calling to cancel, the whole situation came off as scammy and strange. They claim they'll give a refund and the 'account' is linked through my phone number. Which again, I never signed up. This business can't be trusted.

  

  Business Response

  Date: 05/08/2025

  Dear Ashley,
  
  Thank you for reaching out and sharing your concerns with us. We appreciate the opportunity to clarify this situation for you.
  
  The Super+ membership is an optional service that requires your confirmation to activate. We understand how confusing it can be to see charges when you feel you didn't sign up for the service.
  
  We can confirm that your membership was successfully canceled on May 6, 2025, via our self-serve IVR options. As a one-time exception, we have processed refunds for all transactions related to the Super+ membership. A refund of $15 was processed on May 6, and an additional $30 has been refunded today. You can expect to see these funds 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

  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,
  
  
  
  Ashley D******

• Initial Complaint

  Date:05/06/2025

  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 online at a hotel listed on super.com, ********* ****. When I went to confirm the hotel I found the hotel longer no exists and had closed. I attempted to get a refund and was told they had to look into it. They booked me at a different hotel, **********. When I went to confirm the room at the ****** *****, I was told they didn't have a hotel booked.
  
  I again called Super.com and stated I wanted a refund as they were trying to book something that didn't exist. I was told they could not refund. It is fraud. I would like to get a refund.

  

  Business Response

  Date: 05/08/2025

  Dear Robin,
  
  Thank you for reaching out and sharing your experience with us. We appreciate your feedback and the opportunity to clarify the situation.
  
  We have escalated your case and want to confirm that the original property, ********* **** ***** *** ******** City, has changed ownership and is now operating under the name ********** by ******* ******** City. The address remains the same at *** *** ** *** *** ******** ***** *** **.
  
  After speaking directly with the hotel, they have confirmed that they have your reservation listed. The hotel confirmation number for your booking is *************, and the property looks forward to welcoming you for your stay.
  
  If you have any further questions or need assistance, please don't hesitate to reach out. We're here to help ensure a positive experience for you.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:05/06/2025

  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 tried booking a hotel through this website for a late night booking at ********************* By ***************************** However when the confirmation came over it was for the next day with a check in at 3pm. I called immediately and right after the booking and confirmation to fix the issue. I spent numerous hours calling and going back and forth with there agents and even with the hotel with me just getting the run around. I ask to just cancel the booking totally which I was informed to call the hotel manager in the morning at 9am to receive some form of letter from him. Called and to my surprise manger knows nothing as to what letter. I called super.com again informing them and even had the phone on three way just for them to say I wont get back my refund. I need back my refund and stop giving customers the run around.

  

  Business Response

  Date: 05/12/2025

  Dear *****,
  
  Thank you for reaching out to us and sharing your experience. We greatly appreciate your feedback and understand the challenges you faced with your recent booking.
  
  We have reviewed your case and spoken directly with the hotel regarding your reservation. They informed us that the booking status has been updated as a no-show, which means we are unable to secure a refund for this reservation.
  
  We understand how important it is to have clear communication throughout the process, and we appreciate your efforts in trying to resolve this matter. If there are any further questions or other assistance we can provide, please dont hesitate to reach out. We're here to help!
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23292467
  
  I am rejecting this response because: as I said I was on the phone with your agent right after I received the confirmation which was 15 hours from check in time to cancel so you guys saying a no show is obviously I wasnt going since I called to cancel 16 hours right after booking to cancel. You and that hotel are thiefs 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/13/2025

  Dear *****,
  
  Thank you for your follow-up email and for sharing your concerns with us. We appreciate your communication as we work to assist you.
  
  We have reopened your case, and while our travel partner and the hotel directly have declined the refund request, we understand the importance of resolving this matter for you. As a courtesy, we are happy to make a one-time exception and have processed a refund for your booking in the amount of $64.42. You can expect to see the funds reflected in your account within the next 3 to 5 business days.
  
  We appreciate your patience as we've navigated this situation together. If you have any further questions or need additional assistance, please feel free to reach out. We're here to support you!
  
  Thank you for allowing us the opportunity to resolve this for you.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 05/16/2025

  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:05/06/2025

  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.

  Good morning, Subject: Follow-Up on Unresolved Refund Case Previously Approved on October 17th Dear Better Business Bureau,I am writing to follow up on a complaint I submitted in October 2024 regarding a severely unsatisfactory hotel stay I booked through Snaptravel in September. The hotel lacked electricity and water, and the room was not cleanedconditions completely unacceptable and uninhabitable.Following my complaint, I was notified on October 17, 2024, that a refund had been approved (please see the email thread below for reference). However, as of today, May 6, 2025, I have not received any refund.Despite multiple attempts to contact Snaptravel directly for an update or resolution, I have not received any response.Given the length of time that has passed and the lack of communication from Snaptravel, I am requesting your assistance once again in ensuring this matter is resolved and that I receive the refund that was promised.Please let me know if you need any additional information or documentation.Thank you for your continued support.

  

  Business Response

  Date: 05/10/2025

  Dear *********,
  
  Thank you for following up with us regarding your matter. We appreciate your patience as we work to resolve your concerns.
  
  We have reviewed your case for booking B_15610975 and have spoken directly with the hotel regarding the circumstances of your stay. Im pleased to inform you that we have secured a free of charge cancellation for your reservation.
  
  Additionally, we have processed a refund of $158.81 to your original payment method.
  
  You can expect to see the funds reflected in your account within the next 3 to 5 business days. If you have any further questions or need additional assistance, please dont hesitate to reach out. We're here to help!
  
  Thank you for your understanding, and we hope this resolution meets your needs.
  
  Warm regards,
  Super.com