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:04/12/2025

  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 February 16, 2025 I reserved hotel room from this site for ********************** in ***** ***** from April ***** for $3,699.97 for a 1 bedroom residence room with breakfast for three. A few days later I got an email from the hotel that we have you down for a 1 king premiere room. I specifically needed a bigger room and chose that as an option because my 12 year old was going to be with us and 1 king room would be too small. I emailed the hotel back with my booking confirmation, and they replied back to check back with your travel agent. I started a chat with an agent and she insured me that my reservation is one bedroom and the hotel probably doesnt have my full reservation since there is still two months to our trip. We arrived at the hotel and they said we only have a reservation for king room and if I want one bedroom I have to pay extra and breakfast is only for two people, and I have to call my agent to resolve this problem. I called super.com twice and each time they put me on hold for two hours after they heard the problem and would say, lets put you on hold and well find an urgent agent to help you, and no one would pick ip. Then I tried their chat with agent, and again as soon as I told them the problem, the agent would disappear and no one would reply. Clearly these people are scamming customers. I request to get reimbursed for the difference between the rate of the rooms, plus ****** per night for $574 for extra bed since this room didnt have the sofa in 1 bedroom residence.

  

  Business Response

  Date: 04/18/2025

  Dear ******,
  
  Thanks for sharing the details about your recent stay at the ********************** in *****, *****. We appreciate you bringing this to our attention and are committed to helping.
  
  We've escalated your case and are working closely with our travel partners to find the best solution. We'll review the room rates and extra charges you incurred, and we'll be in touch soon with a follow-up on the resolution.
  
  Thanks for your patience, and we appreciate the time taken to help us resolve this matter. We're here to help and value your feedback.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23194893
  
  I am rejecting this response because: They have not mentioned how much they will compensate 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/22/2025

  Hi ******,
  
  Thank you for your follow-up email.
  
  We completely understand your concern about the compensation, and  want to reassure you that our support team has thoroughly reviewed your case. We've provided a detailed follow-up email outlining the compensation we've offered, and I'd be happy to refer you back to that email for specifics.
  
  Please know that we've done our best to address your concerns, and we appreciate your patience and understanding. We're confident that we've provided a fair resolution based on our policies.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/22/2025

  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:04/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com doesn't make disclaimer that you must pay additional deposit at the front desk when checking into the hotel, at time of purchase via their website. I was unable to check into hotel because I didn't have enough additional money on my debit card. Super.com refused to refund my money or refund credits.

  

  Business Response

  Date: 04/17/2025

  Dear Kevin,
  
  Thank you for reaching out to us about your recent booking experience.
  
  We understand that the additional deposit required by the hotel was not anticipated, and we appreciate you sharing your concerns. Our bookings are non-refundable and non-amendable, which allows us to provide the best possible rates. Our terms and conditions do mention that hotels may charge additional fees at their discretion, and we encourage our guests to review these terms before booking.
  
  We've escalated your case and spoken with both the hotel and our travel partners. The request for a refund has been declined. Our support team has emailed you with the next steps, outlining the options available to you.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Kevin P*******

  Customer Answer

  Date: 04/21/2025

  The terms do not mention an additional deposit they do mention something about additional charges for room service and other services but they imply that those are all covered in original charge amount. 

  

  Business Response

  Date: 04/22/2025

  Hi Kevin,
  
  Thank you for your follow-up email and for sharing your perspective on the hotel's terms.
  
  We understand your point that the terms mention additional charges for services, but imply that these are covered in the original charge amount. We appreciate you taking the time to review the terms and bring this to our attention.
  
  After reviewing your case, we've determined that we've provided the necessary information and support. 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.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just want my refund please. Credit it if it somehow makes it fair.
  
  
  
  Sincerely,
  
  
  
  Kevin P*******

• Initial Complaint

  Date:04/11/2025

  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 made a reservation with a third party website and the hotel I chose wasn’t the one I chose it was like the third party switch the location because this Hotel isn’t the name that I have chose it’s under ******* ******* on the east side of OKLAHOMA CITY. They played me and then took my money and I want my money back because this isn’t the place I asked for and the rooms are extremely nasty to the point anyone who is desperate would stay here and I am not desperate. They totally disrespected me and the front desk person is doing bad business with the guest that lives here. I have been waiting for 4 hours for them to rectify my situation so it’s basically them stealing my money when I didn’t even check in and I want resolution and that is getting my money back immediately because it’s all a lie and deceitful to say you’re ok Hotel but really ******* ******* Inn.

  

  Business Response

  Date: 04/15/2025

  Dear Angie,
  
  Thank you for sharing your concerns with us about your recent booking at ** ***** ************* ****** ************

  We've been working closely with the hotel to address the issues you raised about the location discrepancy and room conditions.

  Although our negotiations with the hotel didn't result in a refund this time, we want you to know that we've shared your feedback with the hotel management and advocated strongly on your behalf. We understand that this isn't the outcome you were hoping for, and we're truly sorry for any inconvenience.
  
  If you can obtain written documentation from the hotel approving the refund, we're happy to reopen your case and explore further options. We're committed to helping you find a resolution and are here to support you.
  
  Thanks for your patience and understanding. If you have any further questions or need assistance, please don't hesitate to reach out.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Angie D**********

• Initial Complaint

  Date:04/11/2025

  Type:Sales and Advertising 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 made a reservation on Super.com last March. The reservation ended up needing cancelled last September. Got confirmation of that, no big deal. Then I realized today, that they started charging me a monthly $15 “subscription” fee starting in last December. I’ve never authorized, been NOTIFIED of, utilized, or have any records from them about any subscriptions or any other services from them. I believe that whatever means they are using to get these “subscriptions” is absolutely predatory AND completely taking advantage of putting people in a situation that they don’t realize they are being charged. I have never even received an email from them regarding anything other than the original room I had booked and the cancellation confirmation. NOTHING about my experience with book that allude to or led me to believe they even OFFERED a subscription service, what it does, or that I would be charged for it.

  

  Business Response

  Date: 04/14/2025

  Hi Chandra,
  
  Thank you for reaching out to us about the Super+ membership charges on your account. We appreciate you bringing this to our attention.
  
  We've reviewed your account and found that the Super+ membership was activated in December 2024. Super+ is an optional subscription service that requires customer authorization to activate. However, we understand your concern about not recalling signing up for the service.
  
  We've taken steps to cancel your Super+ membership to prevent any future charges. Additionally, as a one-time exception, we've processed a refund of $76.95, which will be credited back to the original method of payment within the next 3 to 5 business days.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/14/2025

  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,
  
  
  
  Chandra S********

• Initial Complaint

  Date:04/11/2025

  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 8th , I reserved a room with super.com for the ***** * hotel on April 8th to April 9th . When I arrived they told me AFTER checking me in that there was a security deposit but because the policy wasn’t stated in their website (as me and my friend searched for it) they agreed to refunding the 55 dollars . Super.com was very unhelpful and after telling us we would receive a refund and that they would call the hotel for confirmation that we did not stay but were charged and the hotel never marked it as a cancelled stay super.com got disconnected and then said they had no record of us calling even after calling a few times ….. they lied about then refund and never refunded us or spoke to the hotel

  

  Business Response

  Date: 04/14/2025

  Dear Logan,
  
  Thank you for reaching out to us about your recent stay at the ***** * hotel and the security deposit refund. We understand that you were charged $55 and were expecting a refund after discussing with the hotel.
  
  We've escalated your case and worked with the hotel to secure a refund for you. We're pleased to inform you that the $55 refund has been processed and you can expect it to reflect in your account within the next 3 to 5 business days.
  
  We appreciate your patience and understanding in this matter. If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/11/2025

  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.

  There were two transactions made from this company that I never authorize March ****** in the amount of $1.97 and March ******* totaling $16.97. I would like a refund credited back to my account and cancellation of any other such charges from this company.

  

  Business Response

  Date: 04/14/2025

  Dear *******,
  
  Thank you for reaching out to us about the unauthorized transactions on your account. We've reviewed the charges and understand that you didn't intend to authorize the Super+ membership subscription.
  
  The Super+ membership is an optional service that requires the customers' authorization to activate. However, we're happy to assist you in resolving this matter. We've taken steps to cancel your Super+ membership to prevent any future charges.
  
  As a one-time exception, a refund of $16.97 has been processed and will be credited back to the original method of payment within the next 3 to 5 business days.

  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:04/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 29th I booked a room at ******* *** in Nacogdoches Texas for 1 night though the
  website super.com for the total of $57.06 using my ****** credit account.
  Upon arrival of the hotel the clerk started checking me in and when I handed her my ID she
  Said “Oh, your from Lufkin?” I said yes, and she said she could not check me in, I thought
  she was joking and I asked her why, and she replied they had a local policy against renting
  rooms to local residents, I explained I wasn’t local I was from 22 miles away in a different
  town, and she replied, sorry, that was there policy and cancelled the reservation and gave
  me a cancelation number #*********. So I had no choice but to leave and find another
  Hotel.
  The next afternoon I called super.com to explain what happened and he kept telling me I
  couldn’t change the reservation or modify it and it was non refundable, After about 5 times
  of explaining the situation he said they could attempt to get me a refund and he would send
  me an email with directions on how to proceed. I clicked on the embedded link in the
  email and it informed me that refunds were not guaranteed and in the event I received one
  they would charge me a $30 fee for attempting to give me a refund.
  At this point I responded to the email back telling them that was unacceptable and I was
  due a full refund and I was going to dispute this with my credit card, that was 5 days ago
  from the time of me writing this and I have heard nothing back.
  So I would like to dispute this charge and have it reversed as I did not receive what I paid
  for upon no fault of mine. I did not cancel or attempt to modify my reservation and was
  cancelled by the hotel directly.
  
  so on April 3rd i filed a dispute with ****** creit and today april 11 i got an email from ****** credit telling me i got what i paid for and they sided with super.com and denied my claim.
  
  I don't understand how any human could take this information and say i got what i paid for. This was of no fault of mine

  

  Business Response

  Date: 04/11/2025

  Dear Thomas,
  
  Thank you for taking the time to share your experience with us. We appreciate your understanding and the opportunity to address your situation.
  
  It sounds like you encountered some unexpected challenges during your stay, and we truly appreciate your patience as we review your case. Since you have filed a dispute with ******, we are unable to provide a resolution on our end at
  this time. For further assistance, we encourage you to reach out to your bank, as they can provide you with guidance regarding the dispute process.
  
  If there’s anything else we can assist you with or any questions you have, please feel free to reach out. We're here to support you!
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/11/2025

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

  yes I filed a dispute with ****** but had my letter been correctly read you would have seen ****** closed my case in favor of seller    Here’s Proof 
  

  once again how can anyone say I received what I paid For?     I’d be happy with a credit to use in a future stay   

  
  
  
  Sincerely,
  
  
  
  Thomas J****

  

  Business Response

  Date: 04/17/2025

  Dear Thomas,
  
  Thank you for providing the update on your ****** case.
  
  We've escalated your matter further and are pleased to inform you that we've processed a refund for your booking. You can expect the funds to reflect in your account within the next 3-5 business days.
  
  We appreciate your willingness to consider a credit for future stays, but we're glad we could provide a refund instead. If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/17/2025

  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,
  
  
  
  Thomas J****

  Customer Answer

  Date: 04/28/2025

  I filed a complaint about super.com complaint #********, the complaint was settled by super.com saying they would give me refund in 3-5 days, i have waited well beyond that period and they did not give me my refund as promised. I called their phone number to ask them where it was and the person who ansered the phone didn't know how to handle my question. Please have them issue my refund as they have not settled the original claim. I want the refund back on my ****** account where it came from which is *************** I have uploaded a copy of the original complaint

  
  

  
  

  

  Business Response

  Date: 04/29/2025

  Dear ******,
  
  Thank you for following up regarding your complaint. We appreciate your patience and want to ensure we address your concerns.
  
  We have reopened your case and are pleased to inform you that we have secured a free of charge cancellation for your reservation. Additionally, we have processed a refund of $56.17 back to your original payment method, which is your ****** account. 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 dont hesitate to reach out. Were here to help and ensure everything is resolved to your satisfaction.
  
  Thank you for your understanding.
  
  Warm regards,
  Super.com

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:

  The refund has been received thank you

  
  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:04/11/2025

  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.

  When I registered for the site I was redeeming small amounts to my super card. Then I started doing more offers to earn more money. After the 3 day pending hold on offers. The credits were released. So whenever I tried redeeming to my card. Says failed. Tried the cash advance, fail. So they told me my cash rewards was terminated. I’m like ok cool.. then here we are month later, I tried to use it for hotels and it can’t be used for that either and no value. I feel like they be scamming because they could’ve let me get my rewards and then closed my account. Or sent me email or some, while I’m still earning on the site. People work hard to do the offers that have on the site.. and some of the offers even require money while they get to keep the profits. I highly wouldn’t recommended at all. Have almost $200 credits that can’t be used at all.

  

  Business Response

  Date: 04/14/2025

  Dear Gloria,
  
  Thank you for reaching out to us about your concerns with your Super account and rewards. We appreciate the time and effort you've invested in earning credits through our platform.
  
  Regarding your account, we've reviewed the details and can see that your participation in the cash rewards and cashback program was terminated due to a violation of our Terms and Conditions. You can find more information about this in our Terms, specifically in the "Termination" section of our legal page *************************************** . 
  
  Although your rewards are no longer redeemable for cash, you're still able to use your credits towards hotel reservation bookings on our platform. We hope you'll find a way to utilize your credits for a great travel experience.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 04/14/2025

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

  They are lying. It still want let me use them as hotel credits. Every time you email them they don’t even reply back to help. Only reason why they are replying is because i put BBB complain. Ive tried to use them as hotel credits for past few weeks and im given an error.

  
  
  
  Sincerely,
  
  
  
  Gloria I***

  

  Business Response

  Date: 04/16/2025

  Dear Gloria,
  
  Thank you for reaching out again.
  
  We've reopened your case and done a thorough check. Our investigation confirms that there were no issues on our end with using the travel credits. If you're still experiencing problems with the credits, we'd be happy to help. Could you please send us screenshots or a screen recording of the error message you're seeing? This will help us look into the issue right away.
  
  We're here to assist you and appreciate your feedback.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 04/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  im being told to send screenshots of the problems . It’s not letting me redeem them as hotel credits  no matter what hotel i select. Theres no purpose of sending them an email to get resolved because they going to keep emailing me the same thing . “Cash rewards been terminated, but can be used as hotel credits. Ive attached image.
  
  Sincerely,
  
  
  
  Gloria I***

  

  Business Response

  Date: 04/22/2025

  Hi Gloria,
  
  Thank you for reaching out to us about the issue with redeeming your credits.
  
  We've escalated your case and reviewed the details. As per our policy, customers with a redemption ban are unable to use their existing credits.
  
  Regarding your account, we've found that your participation in the cash rewards and cashback program was terminated due to a violation of our Terms and Conditions. You can find more information about this in our Terms, specifically in the "Termination" section of our legal page: ***************************************.
  
  We understand this may not be the resolution you were hoping for, and we appreciate your feedback. This is our final response, and we're considering this case closed from our side.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/22/2025

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

  This is why i call this site a scam. Yall have said multiple time in previous messages, emails that i can use my credits to redeem for hotel credits. Now all of sudden i cant use my credits at all. This site is a complete scam. People spend the hard time and work complete games and offer for cash for yall to keep all the cash.  Im going to make sure the BBB . And everybody else leave yall negative rewards. Do yall know how long it took me to make that 180$ for yall to keep it for no reason.

  
  
  
  Sincerely,
  
  
  
  Gloria I***

• Initial Complaint

  Date:04/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Super.com charged me for a membership I never signed up for. I was charged 4/10/2025.

  

  Business Response

  Date: 04/11/2025

  Dear *****,
  
  Thank you for reaching out regarding the charge on your account. We appreciate the opportunity to clarify the situation for you.
  
  The Super+ membership is an optional service that requires your authorization to activate. Our records show that the membership began on April 6, 2025. In response to your concerns, we have canceled the membership to ensure no further charges will be applied.
  
  As a one-time exception, we have processed a refund of $15 for the recent charge on April 10, 2025. 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!
  
  Warm regards,
  Super.com

• Initial Complaint

  Date:04/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Super.com regarding the mishandling of two hotel room reservations for a family trip.On February 22, 2025, I booked two rooms through Super.com for a trip commencing on April 20th, 2025 , approximately two months in advance.On April 2nd, 2025, I contacted the hotel to request a crib and was informed that my reservations were cancelled. I immediately contacted Super.com on April 2nd, 2025. A representative assured me they would investigate with their travel partner and provide an update.Despite five subsequent calls for updates, no resolution was offered. Today, April 10th, 2025, Super.com informed me they would cancel my reservations and issue a refund. This is unacceptable because:-With only ten days until my trip, my family has no confirmed accommodation.-Last-minute bookings will likely be significantly more expensive.I believe Super.com's mismanagement, delayed responses, and last-minute cancellation demonstrate a lack of professionalism and responsibility, causing significant stress and potential financial burden.I request the Better Business Bureau's assistance in achieving one of the following:-Reinstatement of my original reservations at the original price.-Securing comparable accommodation for my family at no additional cost.I also seek compensation for the inconvenience and stress caused by Super.com's negligence. I have records of my booking and calls and can provide further information upon request.

  

  Business Response

  Date: 04/14/2025

  Hi Virginia,
  
  Thank you for reaching out to us about your hotel room reservations for your family trip. We understand the importance of having confirmed accommodation for your trip, especially with a short time left before your departure.
  
  Our support team has thoroughly reviewed your case and we've followed up with a separate email outlining possible resolutions to address your concerns. We're working to find a solution that meets your needs, whether that's reinstatement of your original reservations or securing comparable accommodation for your family.
  
  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23186384
  
  I am rejecting this response because: you have not reinstated the reservations.  I have just called today again and sent an email.
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/15/2025

  Dear Virginia,
  
  Thank you for getting back to us regarding your reservations.

  We've escalated your case to ensure that our team reviews it further. Our team is working closely with the travel partner to understand the situation and will follow up with you again soon with an update.

  We appreciate your patience and understanding.

  Best regards,
  Super.com

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23186384
  
  I am rejecting this response because: there has been no resolution and the responses contain empty promises and confirmation that they are trying to find a resolution, but none has been provided and the check-in date is in five days. 
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/16/2025

  Hi Virginia,
  
  Thank you for your feedback. We appreciate your patience and understanding as we work to resolve your booking concern.
  
  Our team is actively communicating with our travel partners to find the best possible solution for you. We're committed to keeping you updated and will send a follow-up email as soon as we have more information.
  
  We're doing our best to resolve this matter efficiently and appreciate your understanding that it may take a little time. We're focused on finding a solution that works for you.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23186384
  
  I am rejecting this response because:
  I just received confirmation today that you will not be reinstating the reservation. 
  

  Screenshot attached as proof.
  

  Which confirms that just 10 days prior to a hotel booking, due to no action of my own, it was canceled. Leaving me without a place to stay and forced to spend thousands of dollars extra.
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 04/18/2025

  Dear Virginia,
  
  Thanks for sharing the update and providing the confirmation details. We understand that finding alternative arrangements has added extra expenses.
  
  After working closely with our travel partners to resolve the issue, they've made every effort to reinstate your original booking, but the hotel hasn't been able to accommodate this request. Given the circumstances, we've processed a full refund for your original booking amount.
  
  If there's anything else we can assist you with, please let us know.
  
  Best regards,
  Super.com