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:03/17/2025

  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.

  On Feb. 24th- 25th I had booked a room at the ******* ******* ********* ***** for $50.95. The price included the option to make your trip refundable for a legit reason. I had selected that option cause I wasn't entirely certain that it would for those dates or not. Later on, I found it i was supposed to book for the 25th -26th for $47.91. Their instructions say if you want to change your date you must first cancel the booking and rebook again. I was hesitant to do so because no option came up saying I would be refunded so I just booked for the 25-26th and decided to deal with the previous date when I was at the hotel. When I arrive at the hotel that night to check in I was told that all rooms had been taken. I was shocked cause this had never happened before.... normally when you book a room and pay for the room it reserves your spot. I had to go and find a different hotel.... made me angry... but that's life sometimes. So, In the morning I contact the Customer Service for the hotel section of Super+ and at first its all going well. They contact the hotel to verify that they had been booked up... they checked to see that my previous date had the refund option and that I hadn't checked in yet... I was approved for the refund.... Im thinking everything is going well... then they want to start with **.... claiming they had to wait for their partners to approve the refund.... and that it would take 14 days.... I lost all respect for the site after this... I would like my money back

  

  Business Response

  Date: 03/18/2025

  Dear Xavier,
  
  Thank you for sharing your experience with us. We truly appreciate your patience as we work to address your concerns.
  
  We have reopened your case and processed refunds for both of your bookings. You can expect to see the total amount credited back to your original payment method within 3 to 5 business days.
  
  We understand how important it is for you to have a seamless experience, and your feedback helps us improve our services. If you have any further questions or need assistance, please don’t hesitate to reach out.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:03/17/2025

  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 room at ** ****** on super.com. We we arrived at the hotel a bit late because we couldn’t find it. We thought the gps was misdirecting us. Well we couldn’t find it because it wasn’t there. Instead we found ourselves at ***** ** I finally got down and asked if they had me down for a room, and the front desk person said yes. Also, no wifi and no free breakfast. He said it used to be ** ******, I asked how long ago. He said about 6 months ago. We reluctantly checked in to find a dirty, smoke smelling room. I Asked if they could move us due to my daughter’s asthma, he said all rooms smelled like smoke. I called super.com and I was told there was nothing they could do. I asked them to move me to a different hotel, they refused. They still have the hotel listed as ** ******. This is false advertising and just plain wrong.

  

  Business Response

  Date: 03/24/2025

  Hi Ricardo, 

  It’s important to us that every booking meets expectations, and we understand how concerning it must have been to arrive at a hotel that differed from what was listed. Our team is actively looking into this with our travel partner to address the situation, and we appreciate the details you’ve shared. Since we’re already working on your case, we’ll provide updates via email as soon as more information is available.
  
  If there’s anything else you need in the meantime, please don’t hesitate to reach out—we’re here to help!
  
  Kind Regards, 
  Super.com 

• Initial Complaint

  Date:03/16/2025

  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.

  3/11/25 Made a purchase on Super.com for a hotel needed April ***** in ******* for $138.92. I was skeptical because I have never heard of the website, but proceeded anyways. 3/16/25 Was charged $15.00 at 4:50 am, which didnt help my suspicion with the website. 3/16/25 It seemed suspicious so I called the hotel to see if they had a reservation and they said that they didnt see a reservation, other than the previous ones I had made. Overall, I am not happy with the service of this business. Nowhere was I told that I would be charged a $15.00 fee. Which doing research later it seems to be a membership fee that is reoccurring. This is ridiculous and the business should be ashamed.

  

  Business Response

  Date: 03/17/2025

  Dear ********,

  Thank you for reaching out to us about your concerns. We appreciate your feedback and would like to address the points you've raised.
  

  Regarding your hotel reservation, please note that it may take a few hours for a recent booking to be reflected in the hotel's system. Since your check-in date is on April *****, it's possible that the hotel hasn't fully processed your booking yet.

  Regarding the $15 charge, we've investigated and found that it's related to our optional Super+ membership program. We've cancelled your membership and processed a refund for the one-month cost of $15. You can expect the refund to be available within the next 3-5 days.

  We appreciate your business and value your trust. If you have any further questions or concerns, please don't hesitate to reach out to us.
  

  Best regards,
  Super.com

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23074026
  
  I am rejecting this response because:
  The hotel has no reservation for me which was booked through you on 3/11 for April 26th-27th. I would like a full refund of my $138.92 for the room booking.  You did refund the $15 for the membership that I didnt even order but now you have my card information so that alone leaves me worried to what you will try to do next. 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 03/21/2025

  Hi ********, 

  Thank you for reaching out. We understand the importance of having your reservation details confirmed, and we appreciate the opportunity to clarify this for you.
  
  Our team has been in touch with our travel partners, and they have confirmed that your reservation at ************ is valid. The confirmation number will be available in the hotels system by April 19, 2025, as it is common for hotels to process third-party bookings closer to the check-in date.
  
  We appreciate your patience and encourage you to reach out to the hotel at a later date, as you mentioned, to verify the details. Should you need any further assistance, our support team is happy to help.
  
  Kind Regards, 
  Super.com

  Customer Answer

  Date: 03/21/2025

  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.
  If the room is not available at Checkin I will open another case. 
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:03/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel room through super.com on March 15th. Once I arrive at the hotel & go to my room it was dirty. It had stains on the covers, towels & in the bathroom. I tell the front desk the issue so she gives me another room. The other room a/c was not working & the room temperature was hot. I could not sleep like that & the tv channels were not working so I mention to the front desk again the issue in the room & at that point I no longer wanted to stay at the hotel. I mentioned to super the problem & that I left. The ********* asked super to refund me. Super customer service then emails me telling me its not a guarantee ************* take 14 business days for a response. That is not acceptable that I have to wait 2 weeks while they hold onto my money. Also telling me it is not a guarantee refund when the hotel was not in a condition to stay in. I dont have time for them to play this stalling game with me.

  

  Business Response

  Date: 03/21/2025

  Dear *****, 
  
  Thank you for bringing this to our attention. Your comfort and satisfaction are important to us, and we appreciate your feedback regarding the condition of the hotel rooms.
  
  While we facilitate reservations, the property directly manages hotel standards and amenities. In this case, your booking was non-refundable and non-amendable, which is why the refund request was denied.
  
  We appreciate your understanding. For further assistance, we encourage you to reach out directly to the hotel management, as they may be best positioned to explore possible solutions. Should you need additional help, please dont hesitate to reach out.
  
  Best regards, 
  Super.com

• Initial Complaint

  Date:03/16/2025

  Type:Customer Service 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.

  Super.com posted an unauthorized charge to my GM Extended Family in October ************************ ******. When I contacted the hotel to find out if my name was in their reservations the front desk manager said he did not see one. This is 100 percent fraud. The company continues to attempt charges to the cancelled credit card. If this does not stop within two weeks I will find a lawyer to bring legal action.

  

  Business Response

  Date: 03/17/2025

  Dear ***********,
  
  We appreciate you bringing this matter to our attention.
  
  We've investigated the charge in question and found that it was related to a Super+ membership subscription. This subscription is an optional service that provides additional benefits and rewards.
  
  We've cancelled the subscription, and you will not see any further charges. Please be assured that we take the security of our customers' payment information seriously and have measures in place to prevent unauthorized transactions.
  
  We appreciate your patience and understanding in this matter.
  
  Best regards,
  Super.com

  Customer Answer

  Date: 03/18/2025

  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:03/16/2025

  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.

  Super.com noted the reservation I was going to make included the resort fee. However, the hotel told me that an additional amount would be charged at the hotel and the total cost was non-refundable. The resort fee is $181.26. I made two separate bookings so a total of $362.52 more than I authorized will be charged.
  
  I asked super.com to just refund my transaction within the same hour I made my booking but the super.com representative told me that a cancellation would not be required because I would not be charged a resort fee and that the amount was for a deposit, to be returned upon checking out. She sent me an email explaining how hotel deposits work.
  
  Afterwards, I called the hotel to confirm and the hotel indicated a resort fee would be charged and the resort fee would not be waived. I called back super.com who told me the representative and website were inaccurate. I continued contacting super.com requesting a refund and they refused to provide a refund or to give me a credit for $362.52.

  

  Business Response

  Date: 03/18/2025

  Dear Nahal,
  
  Thank you for reaching out.
  
  Our team worked with you to assist with your request and was able to secure cancellations for both of your bookings directly with the hotel. Since the cancellations were finalized, we weren’t able to reinstate one of the bookings when you later requested to keep it.
  
  Additionally, many hotels require a security deposit as part of their check-in process. This is a standard practice in the travel industry, where a temporary hold is placed on your credit card and released at check-out, provided there are no additional charges like room service or mini bar use. We appreciate your understanding.
  
  If you still need accommodations, we recommend rebooking directly, and our team is happy to provide any details you may need to make that process smoother. Please don’t hesitate to reach out if there’s anything else we can do to help.
  
  We truly appreciate the opportunity to assist and thank you for choosing Super.com!
  
  Best regards, 
  Super.com

• Initial Complaint

  Date:03/16/2025

  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 paid for a hotel in February for an event in April and I even paid $27 to be able to cancel in the case of unforeseen circumstances. I paid the business $280 total. The event rescheduled to dates I cannot do. Super.com wouldn't refund me a MONTH in advance because technically I could still make it. I don't need to go anymore because my event cancelled! To me, this is an unforeseen circumstance. But it wasn't good enough to them. Apparently, you have to be dying in order to get a refund. I just think that's a poor way to do business and I will never use them again.

  

  Business Response

  Date: 03/18/2025

  Dear Tyler, 
  
  Thank you for sharing your feedback regarding your recent experience. We understand the impact that unforeseen circumstances can have on your plans.
  
  After thoroughly reviewing your case, we've proceeded with a full refund for your hotel reservation, which will be processed back to your original payment method. You should see the refund reflected in your account within the next 3 to 5 business days.
  
  Your perspectives are valuable to us, and we genuinely appreciate your understanding as we work to enhance our services.
  
  If you have any further questions or require assistance, please feel free to reach out.
  
  Best regards,
  Super.com

• Initial Complaint

  Date:03/16/2025

  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.

  I paid in full Super.com for 2 months at *********** SI March 8- April 30. All Fees per *** rules for the hotel stay have to be disclosed on super.com . The room charges, fees and taxes were disclosed I prepaid for- room, occupancy and tax . BUT there is just a reference to a resort fee- no amounts, no description,, no due date. The hotel manager told me its $35 per night for each night of this extended stay at check in. That is NOT on super.com or Hampton in website at all. That is over $1000 a month. .I paid $105 at check in for these resort fees ( 3 nights)? -and found the *** rule and called the ***. This is illegal. ALL FEES including resort fees have to be disclosed as part of the price on the website. Super.com website. *********** SI website. It is NOT at all on either website. I charged a few items to my room yesterday for the first time and was told I couldnt charge any to my room. Why?? I had maybe $20 charged to a room I paid super.com thru April 30 $9000 plus to??? Thats an incidental charge . The answer was they had a hold on my card for $300 for the resort fee.?????? That was not authorized. That is illegal under *** rules since the amount of that fee is undisclosed. AND that has nothing to do with incidental charges to the *********** SI Marche 8- April 30. I want my resort fee paid at check in credited in violation of *** disclosure rules and I want the right to charge incidentals to my room since I am here for almost 2 months. FIX THIS. Im calling the *** Monday..

  

  Business Response

  Date: 03/21/2025

  Dear ******, 

  Thank you for bringing this matter to our attention. We acknowledge your concerns and appreciate your patience as we thoroughly review your request.

  Regarding resort fees, please be advised that these are mandatory charges imposed by the hotel, as explicitly stated on your invoice. As such, refunds for these fees are subject to the hotel's approval and would be issued directly by the property. However, we are committed to supporting you in negotiating a partial refund for any unused nights with the hotel. While we cannot guarantee a favorable outcome, our team will diligently advocate on your behalf. We will keep you informed of any developments.

  Should you have any questions or concerns, please do not hesitate to contact us. We appreciate your understanding and look forward to assisting you further.

  Best regards, 

  Super.com

• Initial Complaint

  Date:03/15/2025

  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.

  We had to cancel a recent 2 day reservation to 1 day with a well known Motel chain through Super.com. We paid the extra fee in case of cancelations or changes. (This is actually rare for us to do). We actully did have an issue and had to cancel the 2nd day of our trip. We let them know 48 hours in advance. We were told we would have to wait until after we checked out to verify. We also let the Motel know we didn't need the 2nd day. When the time came they were rude and told us we had us fill out a lenghty form which stated and only if we had an extreme medical situtation and was backed by documetation and varified we could get a refund. This was outrageious.! We went back and forth a few times until it was finally stated in an email we were denied the refund. This style of doing business and customer service is the worst we have ever had to deal with. It would have been better to just book with the Motel chain directly. I do not recommend Super.com

  

  Business Response

  Date: 03/20/2025

  Dear John, 
  
  Thank you for reaching out regarding your reservation change. We appreciate the opportunity to review your concerns further.
  
  We understand that unexpected situations can arise, and we recognize the importance of flexibility when it comes to travel. Our team worked diligently to advocate for a refund by coordinating with both the hotel and our travel partners. However, as the reservation was booked as non-refundable, and the hotel confirmed their policy did not allow for a refund, we were unable to secure an exception.
  
  While Enhanced Refund Protection provides added flexibility, approval for refunds remains subject to the specific terms outlined at the time of purchase. Unfortunately, the circumstances surrounding your cancellation did not meet the eligibility criteria for a refund under the plan’s terms.
  
  We appreciate your feedback and understand this was not the outcome you were hoping for. If there’s anything further we can clarify, please don’t hesitate to reach out directly to our support team.
  
  Thank you for choosing Super.com, and we appreciate the opportunity to assist you.
  
  Best regards, 
  Super.com

  Customer Answer

  Date: 03/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I paid extra an extra fee for cancellation. I called your staff in a timley manner and was told I had to wait until I checked out. then the story changed. Also, **** ******* has a great cancellation policy. You simply do not want to stand by your own refund policy which is unacceptabe. 
  
  
  
  Sincerely,
  
  
  
  John B*******

  

  Business Response

  Date: 03/28/2025

  Hi John, 

  Thank you for your feedback and for bringing your concerns to our attention.
  
  We’ve reviewed your case and reached out to the property. The Front Desk staff confirmed that you were informed at check-out that a refund would not be processed due to early departure, and you acknowledged this information. Our team also made efforts to secure a refund with our travel partners, but unfortunately, the request was denied based on the non-refundable nature of the booking.
  
  We understand that you paid an additional fee for flexibility, and while we worked closely with the hotel to address your request, the circumstances of the cancellation did not meet the eligibility criteria under the terms of the plan. We recognize that the communication around this may have caused some confusion, and we appreciate your patience as we navigated this.
  
  For your reference, we’ve attached a screenshot of the refundable terms for this reservation. If you have any further questions or need clarification, please don’t hesitate to reach out. We're here to assist.
  
  Thank you again for your understanding.
  
  Kind Regards, 
  Super.com

• Initial Complaint

  Date:03/15/2025

  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.

  I have tried multiple times to cancel this membership, and yet randomly, the card I used to sign up with keeps having "attempted charges" placed on it by Super.com. It kept declining because I have transactions turned off for that card.
  
  Last month, I booked a hotel through their free service that doesn't require a membership. They charged me a random $45 to the card I used to reserve the room. I never authorized them to use that card for ANYTHING else. I'm assuming the $45 is for the 3 months they were trying to charge me for the membership that I wanted cancelled. Today, I got another charge for $30 on that card that they are again, not authorized to use.
  
  Super.com makes it impossible to cancel online and has extremely sketchy billing practices. I would like my $75 back that I never got any benefit out of. If you want to charge me, give me a detailed reason why and for what. Don't just randomly take money out of my bank account. If I agreed to a promotion when booking the hotel, charge me for THAT month, not 3 months and then 2 months.

  

  Business Response

  Date: 03/18/2025

  Dear Cory,
  
  Thank you for reaching out. We appreciate your feedback regarding your experience.
  
  We have reviewed your account and have successfully cancelled your membership. Additionally, a refund of $75 has been processed to your original payment method. You can expect to see this amount reflected in your account within the next 3 to 5 business days.
  
  Regarding the charges you experienced, we understand the importance of clear communication about billing practices. We strive to enhance our processes continually, and your insights are invaluable in helping us improve our services.
  
  Should you have any further questions or need assistance, please don't hesitate to contact us. We are here to help.
  
  Best regards,