Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/27/2025

  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.

  Booked a hotel though their website and was enrolled in a membership that charges $15/month. I never consented to this membership and if they can justify me signing up it was through some fine print. I believe they are praying on people not noticing the charge on their credit card.

  

  Business Response

  Date: 09/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. I understand how important it is to have clarity regarding memberships and charges, and I appreciate the opportunity to address your concerns.
  
  The Super+ membership is designed to offer enhanced benefits such as discounted rates and cashback opportunities. This membership is entirely optional and requires explicit consent to activate during the booking process. However, I understand your concerns, and we are here to assist.
  
  We have escalated this matter for a thorough review to ensure that we address your situation appropriately. In order to process a refund, we kindly request your ****** details so we can proceed with the transaction swiftly.
  
  Your satisfaction and trust are important to us, and we are committed to resolving this for you. Please feel free to reach out if you have any further questions or if there's anything else we can do to assist.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/27/2025

  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 booked a two night stay at a hotel in the state of ********* through the website Super.com. All went well with the booking and hotel stay which occurred on August *****, 2025. However by using the website, Super.com, for the booking there is an automatic enrollment into a SUPER + club. This automatic enrollment is not explicitly stated anywhere on the website as the booking is being processed. Also no message was ever sent confirming the membership. I found out by noticing a charge on my credit card statement. In the company terms, there are statements written that explain what the SUPER + membership benefits are once agreement is made to enroll but nowhere does it state that automatic enrollment is applied once a booking is made. I was charged a fee of $15 for the first months membership that I did not agree to. I was able to subsequently cancel my membership to avoid further fees. I believe Super.com is misleading in their business practices by processing automated enrollment and fees without customer consent. In other words they are scamming consumers. I would like a refund of the $15 for a membership I did not agree to. The $15 was charged to my credit card on August 21, 2025. The booking confirmation number made on Super.com is B_20664971. Thank you

  

  Business Response

  Date: 08/28/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is for you to have clarity around your transactions, and I appreciate the opportunity to address your concerns.
  
  The Super+ membership is indeed an optional service designed to offer additional benefits, such as exclusive rates and cashback opportunities. It requires explicit customer consent to activate during the booking process. We have reviewed your membership and can confirm that it has been cancelled to prevent any further charges.
  
  While Super+ membership fees are generally non-refundable, we have made a one-time exception in your case and processed a refund of $15 to your original payment method. This should be reflected in your account within the next 3 to 5 business days.
  
  Your feedback is invaluable to us, and we're committed to ensuring a transparent and positive experience for all our customers. If you have any more questions or need further assistance, please feel free to reach out. We're here to help.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/28/2025

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

• Initial Complaint

  Date:08/27/2025

  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 deceptively enrolls you in their $15 monthly membership and won't let you cancel the membership without paying.
  
  This should absolutely result in a class action lawsuit for any users of super.com.
  
  I can't imagine how many people have been fraudulently charged the small recurring payment they may not immediately notice. Luckily my card recognized it as a suspicious charge, and declined it.

  

  Business Response

  Date: 08/28/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. Your feedback is invaluable, and we want to address your concerns with clarity and care.
  
  The Super+ membership is designed to offer a variety of benefits, such as discounted rates, cashback on travel, cash advances, and other valuable perks. It seems that you signed up for our Super+ membership while booking through Super.com, ensuring you received the best available rates. This membership is entirely optional and is confirmed during the checkout process.
  
  We completely understand the importance of having control and transparency over your subscriptions. To that end, we've made sure to cancel your membership to prevent any future charges and to provide you with peace of mind.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out. Your trust means a lot to us, and we're here to support you and ensure a positive experience moving forward.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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 booked a hotel through this business and now they are charging me $15 - repeatedly. This resulted in my credit card needing to be canceled and all kinds of headaches for charges that were not authorized.

  

  Business Response

  Date: 08/27/2025

  Dear ********,
  
  Thank you for reaching out and sharing your experience with us. We understand how important it is to have clarity regarding any charges, and we're here to assist you with this matter.
  
  The Super+ membership is an optional subscription designed to offer a variety of benefits, including discounted rates, cashback on travel, cash advances, and other earning opportunities. It seems you opted into the Super+ membership when booking through Super.com, securing the best available rate.
  This membership is entirely optional and confirmed during the checkout process.
  
  I want to reassure you that we've cancelled your membership to ensure no further charges occur. After thoroughly reviewing the transactions, we found that no successful withdrawal was made from your account, so a refund is not necessary.
  
  We sincerely appreciate your understanding and are here to support you. If you have any further questions or need additional assistance, please don't hesitate to reach out. We're committed to making sure your experience with us is as seamless as possible.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/27/2025

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

• Initial Complaint

  Date:08/26/2025

  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.

  On Aug 17, 2025, 12:30AM, I booked a hotel reservation via Super.com, and the booking confirmation number is B_20685949 for the price of $178.54. That is for **********************/********* in ************** from *** Sep 09, 2025 till Fri Sep 12, 2025. However, due to my work providing me lodging during the time, I have no need for the reservation above and I would like to cancel the reservation. Super.com redirected me to *************. ************* now requested me to upload all work-related letters, which I did on Aug 25, 2025 (Refund Application Reference: 679DC775), and they denied my application for refund. I have also purchased an extra Enhanced Refund package from Super.com to ensure any unforeseeable events on my end (included in the confirmation number), but the refund process is nowhere near sight. ************* did offer me a "goodwill" refund of 80 dollars in the case of my application being denied, but the amount is nowhere near the amount that I paid for the reservation. Any help would be appreciated!

  

  Business Response

  Date: 08/30/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We understand how important flexibility is, especially when plans change unexpectedly.
  
  Our bookings are generally non-refundable and non-amendable, a policy that allows us to offer the best possible rates to our customers. However, we recognize the unique circumstances you've encountered and have escalated this matter for further review.
  
  I'm pleased to inform you that after speaking directly with the hotel, we have secured a free-of-charge cancellation for your reservation. We've processed a full refund to your original payment method, and you should see this amount reflected in your account within the next 3 to 5 business days.
  
  Thank you for your patience throughout this process, and please feel free to reach out if you have any further questions or need additional assistance. We're here to help and ensure that your experience with us is positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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 with super.com for Aug 18, 2025. The entire stay was refunded by the hotel for the conditions. Super.com confirmed the refund, but will not issue it without extra documentation...

  

  Business Response

  Date: 09/04/2025

  Dear ********,
  
  Thank you for reaching out and sharing your concerns with us. We genuinely appreciate your patience as we work to ensure everything is handled smoothly.
  
  I want to assure you that we have escalated this matter and successfully secured a refund for your stay from August 18, 2025. I'm pleased to confirm that the refund has been processed and should reflect in your original payment method 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 appreciate your understanding and trust in us.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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.

  I have never used this site or given them my credit card information. Was hit with an initial 1.97 charge followed by a $15 charge. Unreachable. No receipts/information/etc. Had to cancel my cc to ensure they don't continue to hit this card.

  

  Business Response

  Date: 08/28/2025

  Dear *****,
  
  Thank you for reaching out and sharing your experience with us. We truly understand your concerns and appreciate the opportunity to assist.
  
  The Super+ membership is an optional subscription designed to offer various benefits such as discounted rates, cashback on travel, and other valuable perks. It requires the customer's consent to activate, ensuring that it is always a choice.
  
  Having reviewed your membership, I want to reassure you that, while membership fees are typically non-refundable, we have made a one-time exception in this case. A refund of $16.97 has been processed to your original payment method, and you should see the funds reflected in your account within the next 3 to 5 business days.
  
  Your peace of mind is very important to us, and we're here to support you. If you have any more questions or need further assistance, please feel free to reach out. We're committed to making your experience with us positive and transparent.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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 room via super.com. Towards the end of the booking the site gave me an option to pay extra to have the booking refundable. After some thought I decided I would pay the extra fee to protect myself in case of any unforeseen circumstances. I got to the hotel that I reserved and the hotel was terrible. Bugs on the floors, no sheets on the bed, stains on the floor. I immediately went down to the front desk and requested I leave and not pay due to the conditions. At this time I am relying on the fact I paid extra for this booking to be refunded. The front desk gave me a check out receipt to verify I left immediately. I went to another hotel and paid for my entire stay. Since then Super.com told me they would refund my money and had not done so. I submitted a dispute through my credit card which unfortunately was not thorough and Ive been once again charged for a hotel booking I never used. The documentation they provided is blurry and just basic. I want my money back for this booking as it was never used.

  

  Business Response

  Date: 09/02/2025

  Dear Cacee,
  
  Thank you for reaching out and sharing your experience with us. I understand how unsettling it can be to encounter issues with accommodations, and I'm here to help clarify and assist.
  
  Super.com is a third-party booking platform responsible for facilitating the reservation process, while the hotel itself is in charge of maintaining the quality and cleanliness of the premises. In situations where guests encounter issues, its always recommended to communicate directly with the hotel management.
  
  I'm pleased to inform you that we have escalated your case and, after discussing it with our travel partner, we have successfully secured a refund for the booking, given that it was not utilized. The refund has been processed to your original payment method, and you should see the funds reflected in your account within the next 3 to 5 business days.
  
  Thank you for your patience and understanding. If you have any further questions or need additional assistance, please feel free to reach out. Were here to support you and ensure your travel experiences remain positive.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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.

  I booked a reservation online through Reservations stays for a hotel room the night of August 21, 2025 at ********************** in **********, **. When I got to the hotel, the reservation had been cancelled by Reservation Stays, but I had not requested it nor had I received a refund for the charge. When I contacted them with documentation of my reservation and charge and the cancellation received by the hotel, they would not refund me and asked for further documentation. I had to go through my credit card to get a refund. They charged me $150 over the hotel cost, though they assured me it was the best rate.

  

  Business Response

  Date: 08/28/2025

  Dear *******,
  
  Thank you for reaching out and sharing your experience with us. We truly understand the importance of resolving this matter, and I'm here to help.
  
  Your case has been escalated for further review, and our support team has already reached out to you via email. To facilitate the refund process, we've requested your ****** details, as we encountered some issues trying to process the refund directly to your original payment method.
  
  Rest assured, we're committed to ensuring that this matter is resolved smoothly and efficiently for you. If you have any questions or need further assistance, please don't hesitate to reach out. We're here to assist you every step of the way.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23798819
  
  I am rejecting this response because this business stole from me, is saying they cant use my original credit card to refund my money and wants me to send them additional payment info account information. They have not shown themselves trustworthy to be in possession of one of my account numbers, let alone a new one.
  

  They are also sending from a different business than I did business with, without a human representative attached, therefore providing no accountability or tracking capacity, nor phone or email to reply to. Again they are demonstrating shady business practices.
  

  Further, I have asked my credit card to deal directly with them to get my refund and **************** have been in contact with them already, so for them to say they cannot use my original credit card to issue a refund is false . Their attempt to say they are resolving it to BBB is for show only. This is a business perpetrating scams and BBB should be alerting potential consumers.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 08/30/2025

  Dear *******,
  
  Thank you for your follow-up email, and I appreciate you taking the time to share your concerns with us. I understand how important it is to have this matter resolved, and I want to provide clarity on the steps we've taken to assist you.
  
  Our system does not support refunds directly to **************** at this time, which is why we requested your ****** details to facilitate the refund process. If you're not comfortable providing these details, we respect your decision, but it does limit our options for processing the refund.
  
  As you have raised this with your credit card company, once a chargeback is initiated, the matter is handled directly between the bank and our team. We are currently cooperating with the bank by providing the necessary documentation, and at this stage, we cannot make further changes or updates to your reservation while the chargeback process is underway.
  
  We recommend following up with your bank for updates on the status of your case, as they are overseeing the resolution process. Your satisfaction and trust mean a lot to us, and if there's any more we can do to assist, please feel free to let us know.
  
  Thank you for your understanding and patience as we work through this.
  
  Warm regards,
  Super.com Team

• Initial Complaint

  Date:08/26/2025

  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.

  I've been using Super.com to manage my reservations for a long-stay hotel since last year. In November 12, 2024, I signed up for their Super+ rewards program for $15. I'm supposed to receive 10% of the reservation costs (minus taxes) in credits for every reservation I make. However, since the first few reservations, I've had to repeatedly reach out to them to receive the credits for reservations. Over the past two months, I've tried to contact them through their chat four times. Three times, I was told the complaint would be escalated. The fourth time, no one responded to my chat request after six hours (I was next in the queue that entire time), so I emailed them. I've since emailed them (corporate complaint department) three times without a response. According to my estimates, I'm owed approximately $1320 in reward points for reservations made between December 2024 and the end of July 2025. I can't tell which dates were already credited and which dates weren't because the list of credits I received doesn't tell you the corresponding dates or confirmation numbers. Since 11/12/2024 through 07/31/2025, the total of my reservations equals $29311.37 (including taxes)10% = ******* (Including taxes)Total amount Ive been credited for reservations since Nov. 12th - $1,059.45 Missing credits (cost of reservation, minus taxes and fees, times 10%) approximately $1320 According to the dashboard, I currently have no credits or pending credits. I want a response from the company and all my missing credits. I still have reservations as of this month, but the site says it can take up to 30 days for the credits to appear on my account, so I'm not including those yet. I've sent them a detailed list of all reservation dates and confirmation numbers several times totaling $29311.37, so they have that. I also sent screenshots of the only credits I've received so far, totaling $1059.45.

  

  Business Response

  Date: 09/03/2025

  Dear *****,
  
  Thank you for reaching out and sharing the details of your experience with us. We truly understand how important it is to have transparency and consistency with your rewards, and I appreciate your patience as we work on ensuring your credits are handled correctly.
  
  To address your concerns, we have escalated this matter for a thorough review and are actively working on your case to ensure all your missing credits are accounted for. Your satisfaction is a priority, and we are committed to resolving this matter promptly.
  
  Please rest assured that we are diligently looking into this, and our support team will provide you with a follow-up email once we have a resolution.
  
  Thank you for your understanding and patience during this process. If you have any additional questions or need further assistance, please don't hesitate to reach out. Were here to support you.
  
  Warm regards,
  Super.com Team

  Customer Answer

  Date: 09/03/2025

  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,
  
  ***** *****