Important information
- Customer Complaint:
BBB’s file for Super.com was created in June 2018. A review of complaints was completed in February 2025. Complaints on file concern issues with reservation changes and subscription enrollment.
BBB encourages consumers to review the company’s links below. For information about Super+ Membership, please review Super+ membership Terms, specifically Membership cancellations and Membership fees, Payment, and Renewal. For information about changes or cancellations to reservations and refunds, please review Super Travel Service Terms, specifically the changes or cancellations section.
https://www.super.com/legal#superplus-1
https://www.super.com/legal#supertravel-1
Complaints
Customer Complaints Summary
- 2,241 total complaints in the last 3 years.
- 1,205 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For continus misinformation from super.com **** talking on the phone and second that super.com customer service **** inconsistent on giving credits for hotel booked with credit card after I was instructed to use a MasterCard vice **** to earn credits/money Super.Com to be and downloaded into my account "wallet" for the super.com card to get credits.
Business Response
Date: 04/08/2025
Dear ********,
Thank you for reaching out and sharing your experience with us. We truly appreciate your feedback and the opportunity to assist you.
We understand the importance of clarity regarding your reservations and cashback. Typically, reservations need to be paid with a Super Pay Card to qualify for cashback, and it appears your recent bookings were not processed through a Super card. We value your loyalty, and as a gesture of appreciation, we are pleased to inform you that we have processed cashback for your reservations from December 20th onward, amounting to a total of $370.28. The details of the credits processed are as follows:
- B_16596486 -> $16.69
- B_16642967 -> $15.39
- B_16667031 -> $15.19
- B_16667757 -> $23.42
- B_16677171 -> $26.49
- B_16677706 -> $10.99
- B_16677802 -> $5.09
- B_16718971 -> $10.99
- B_16762942 -> $20.59
- B_16810596 -> $32.45
- B_16853131 -> $5.69
- B_16863757 -> $5.69
- B_16866986 -> $20.91
- B_16872976 -> $10.79
- B_16873076 -> $11.99
- B_16882908 -> $11.89
- B_16890914 -> $5.09
- B_16892886 -> $26.79
- B_16937706 -> $20.49
- B_16969519 -> $37.59
- B_16981040 -> $10.08
- B_17048048 -> $4.89
- B_17048132 -> $26.79
These funds are now available in your Super Travel Account for immediate use in your future travel reservations.
For any upcoming bookings, please remember to use a Super card to enjoy the full benefits of our cashback program. If you have any further questions or need assistance, please feel free to reach out. Were here to help!
Thank you for being a valued member of our community.
Warm regards,
Super.comInitial Complaint
Date:04/04/2025
Type: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.
The transaction was accidental. I tried to corrected it within minutes of it going through. I was told by super.com that if I can get a written documentation from the hotel they would refund me. I did. Super.com did not refund me.Business Response
Date: 04/05/2025
Dear ***,
Thank you for reaching out to us regarding your recent transaction. We appreciate your patience as we review your situation.
After reviewing your account, we noted that a chargeback has been filed. As a result, we will need to refer you to your bank for further assistance in this matter. While we understand this may not be the resolution you were hoping for, our bookings are generally non-refundable and non-amendable, which helps us provide the best possible rates to our customers.
If you have any further questions or need assistance navigating this process, please feel free to reach out. We are here to help and support you.
Thank you for your understanding.
Warm regards,
Super.comCustomer Answer
Date: 04/05/2025
Complaint: 23162271
I am rejecting this response because: I have spoken with my credit card company and they will not reopen the dispute without a written documentation from the company that I am to be refunded. You are telling your hotels one thing and telling me another. The hotel refunded your business back with the understanding that I am to be refunded back. Yet you did not refund me back. You are defrauding your hotel partners by pretending to offer the best rates
Sincerely,
*** *****Business Response
Date: 04/10/2025
Hi ***,
Weve carefully reviewed your case, including the documentation you provided and the outcome of your chargeback dispute. While our bookings are typically non-refundable, our team reviewed this matter thoroughly and worked to reach a resolution.
Although the initial dispute filed through your bank was closed in our favor, **** since issued a full refund of $146.85 to your original payment method as a final resolution. This refund has been processed and should be reflected on your account, depending on your banks processing time.
If you have any further concerns, feel free to reach out to our support team directly.
Thank you for choosing Super.com.
Kind Regards,
Super.comCustomer Answer
Date: 04/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** *****Initial Complaint
Date:04/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a son and granddaughter that were authorized users on my card. I have recently dropped my sons authorization so it is now just the granddaughter. Neither of them say this is a charge they incurred. *** looked it up and it is a company with a web address of Super.com and the fee is $15/month. It sounds like one of those things you could sign up for not realizing youve done it. It is for rewards on hotel reservations, etc. It has charged for several months, 6 at least. I just want the recurring charge to stop. Funny thing is when I revoked my sons privileges and was sent new cards, the charge kept recurring. How could that happen? If one of them did it, it could be in the name of ***** ****** or ****** ******.Business Response
Date: 04/05/2025
Dear *****,
Thank you for reaching out to us regarding the charges on your card. We appreciate the opportunity to assist you and clarify the situation.
The Super+ membership is an optional subscription that offers various benefits, including discounts on hotel bookings, early check-ins, and exclusive member-only deals. However, this membership requires your explicit consent to activate, and we take customer authorization seriously.
In reviewing your account, we were unable to locate any membership associated with the details you provided. To help us rectify this situation, we kindly request additional information, such as the first six and last four digits of the card used for the transactions, as well as the name on the card.
Once we receive these details, we'll be able to assist you further in stopping any recurring charges and addressing your concerns.
Thank you for your understanding, and we look forward to your response.
Warm regards,
Super.comInitial Complaint
Date:04/04/2025
Type: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.
Today I purchased a hotel room through super.com along with that I purchased there ***** dollar refundable upgrade when I had something come up later this evening and applied for a refund I was told almost immediately that my refund request wasnt accepted because it didnt meet there strict requirements in order to receive money back. Needless to say I am frustrated that my 213 dollars went down the drain and the extra 20 I paid for a refundable upgrade didnt even grant me a refund.Business Response
Date: 04/04/2025
Hi Canaan,
Thanks for reaching out. We took a closer look at your reservation and connected with the hotel directly to see what could be done. While this booking was originally non-refundablewhich usually means changes or cancellations arent allowedwe were able to secure a one-time exception for you. A refund of $193.94 has now been issued back to your original payment method.
When you booked, you also added the Enhanced Refund option. This feature is designed to offer extra protection in certain situations like medical emergencies or unexpected travel disruptions. The full details of whats covered are included in your confirmation email for easy reference.
We really appreciate you booking through Super.com and are glad we could help in this case. If you ever need a hand with future plans, our teams always here to help!
Kind Regards,
Super.comCustomer Answer
Date: 04/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Canaan *******Initial Complaint
Date:04/03/2025
Type: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 recently purchased a one night stay at a hotel through super.com not only did I find it difficult to navigate after making my purchase I additionally bought the refundable upgrade to ensure that if need be I could get my money back. I then came across some issues and needed to refund and when I sent in a application they told me my reasoning wasnt sufficient and closed my refund application and refused to give me my money back.Business Response
Date: 04/04/2025
Hi Canaan,
Thanks for reaching out. We took a closer look at your reservation and connected with the hotel directly to see what could be done. While this booking was originally non-refundablewhich usually means changes or cancellations arent allowedwe were able to secure a one-time exception for you. A refund of $193.94 has now been issued back to your original payment method.
When you booked, you also added the Enhanced Refund option. This feature is designed to offer extra protection in certain situations like medical emergencies or unexpected travel disruptions. The full details of whats covered are included in your confirmation email for easy reference.
We really appreciate you booking through Super.com and are glad we could help in this case. If you ever need a hand with future plans, our teams always here to help!
Kind Regards,
Super.comInitial Complaint
Date:04/03/2025
Type: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 has been charging me $15 for the last 6 months for a membership I never signed up for. This is PREDATORY BEHAVIORBusiness Response
Date: 04/04/2025
Dear *****,
Thank you for reaching out regarding the charges you have noticed on your account. We appreciate the opportunity to clarify this matter for you.
The Super+ membership is an optional service that requires your permission to activate. After reviewing your account, we have canceled the subscription to prevent any future charges. As a one-time exception, we have processed a refund for all transactions totaling $90. You can expect these funds 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!
Warm regards,
Super.comInitial Complaint
Date:04/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I used super.com on March 12th, 2025 as a third party vendor to book a hotel room. The company then used my credit card information to sign me up for their $15/month recurring charge "Super+" subscription service without my knowledge or clear authorization. In reading the multiple complaints to the BBB and other online venues, this is a clear case of bad business practices, with super.com using unscrupulous tactics to initiate recurring charges. I hope that the BBB sees enough of the same complaint to take further action against this plainly deceptive business.Business Response
Date: 04/04/2025
Hi *****,
Thanks for reaching out! We took a look at your account and saw that when you booked your stay at the ******************* on March 12th through Super.com, a 5-day trial of our Super+ membership was activated during checkout. This optional trial is offered to give customers access to additional savings and benefits, and all the details are presented at the time of booking.
It looks like no charges were successfully processed for the membership, and weve gone ahead and canceled it so you wont see any further attempts from our end.
Were always here to help if you have any questions or need support with a future booking. Thanks for choosing Super.com!
Kind Regards,
Super.comInitial Complaint
Date:04/03/2025
Type: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 made an unauthorized charge of ***** . Which, was an account never initiated by me.via my ****** account.Business Response
Date: 04/03/2025
Dear *******,
Thank you for reaching out regarding the recent charge on your ****** account. We appreciate the opportunity to address your concerns.
Upon reviewing your account, we found that the Super+ membership was signed up for on February 26, 2025. This membership is an optional subscription that requires your activation to initiate. However, we understand that this may not have been your intention.
We have canceled the Super+ membership to ensure there are no further charges, and as a one-time exception, we have processed a refund of $30 for the last two months of transactions. You can expect to see this amount credited back to 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.
Warm regards,
Super.comInitial Complaint
Date:04/03/2025
Type: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 just noticed that I started receiving monthly charges for US$14.99 on 5/26/24, which have continued ever since. I never intentionally authorized these charges, nor had I heard of the company until I investigated these charges. Nor have I received any services. Upon reviewing other similar complaints I suspect I was duped into subscribing to super.com unintentionally via travel/hotel reservations using my credit card that I made around the time of the first charge. This is frankly unbelievable behavior from the company, which seems blatantly fraudulent in spirit if not in law.Business Response
Date: 04/04/2025
Dear ****,
Thank you for reaching out regarding the recent charges youve noticed on your account. We appreciate the opportunity to assist you.
To help us resolve this matter efficiently, we kindly request some additional information from you, as the details provided so far haven't allowed us to locate your account in our system.
Please provide the following:
- The first six and last four digits of the card used for the transaction
- The transaction date
- The amount charged
- The cardholder's name
A follow-up email has already been sent from our support team requesting this information. Once we receive these details, we will be able to assist you further with your inquiry regarding the Super+ membership.
Thank you for your cooperation, and we look forward to helping you.
Best regards,
Super.comCustomer Answer
Date: 04/05/2025
Complaint: 23154671
I am rejecting this response because after reaching out to the company by phone they declined to offer a full refund. They said they could only refund 3 months of bogus charges instead of the full 11 months because that is our policy. From which I conclude the companys business model is to hope people who are duped into signing up to their scam subscription service dont notice the charges until after 3 months.
Sincerely,
**** ********Business Response
Date: 04/07/2025
Dear ****,
Thank you for your response. We appreciate your feedback and the opportunity to address your concerns.
We understand your situation and want to assure you that we take it seriously. We are committed to looking into this matter thoroughly and providing you with the necessary support. To assist you effectively, we kindly request that you provide us with the details required to locate your Super+ account. This information will help us investigate the charges and work towards a resolution that meets your needs.
We value your experience and are here to help. If you have any further questions or need assistance, please dont hesitate to reach out.
Warm regards,
Super.comInitial Complaint
Date:04/03/2025
Type: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 stay thru super.com in ************* on March 5th 2025, for the dates of April 11th to April 14th. On April 2nd I found out my plans changed and attempted cancel my reservation. I was directed to a form to fill out and submit. Less than 60 mins later I received a response stating I would not be refunded due to strict policies for cancelations, and that having a change of plans is not sufficient reason to receive a refund for a stay that was booked less than 30 days prior, and more than 1 week before the original reservation date. I find this to be very poor business practice. I do not think they should get to keep the payment for a sray that will not take place. I then called and spoke to ****** who continued to explain the my reservation was non amendable and non refundable. I then informed him I will not accept such practice and would like to speak to a manager who could further assist me. He declined my request to speak with someone else, and proceeded to repeat the same thing over and over. Again I insisted to speak with a supervisor at which point he put me on hold, then came back and said if I wanted a refund, I would need to contact the hotel directly and have them compose a letter for a "free of charge cancellation". I am now in the process of doing that. However, this process has been absolutely terrible, and such a wild inconvenience for a refund on a stay i will not be using. I am like many Americans living paycheck to paycheck and I truly just need that refund for a planned trip I no longer intend to take. Terrible and VERY impersonal treatment from this company, zero understanding of humanity the reality that plans change and people are struggling. I was also placed in a superplus club after completing my reservation, and am being charged monthly now. I do not remember signing up for this membership and will be calling to cancel. Hoping for less difficulty doing so.Business Response
Date: 04/04/2025
Dear ****,
Thank you for reaching out and sharing your experience with us. We appreciate your feedback and want to ensure we address your concerns.
After reviewing your case, we have spoken with our travel partners, and Im pleased to inform you that a full refund has been approved, including the charge for the enhanced refund option. You can expect the funds to be credited back to your original payment method within the next 3 to 5 business days.
We have also canceled your Super+ membership and processed a refund for the last transaction associated with it. If you have any further questions or need assistance, please feel free to reach out. We're here to help you through this process.
Thank you for your understanding, and we appreciate your patience as we worked to resolve this matter.
Warm regards,
Super.com
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.