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:07/22/2024

  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 May 12th, I went online to find and rent a hotel in ********** ************. I found one for $98.00 per night for 5 nights. The room said 2 queen **** and a continental breakfast. The pictures looked okay so I reserved it. There was no refund within 24 hours of check in, which I didn't plan on needing one. When I got to the hotel, the parking lot was all cracked and in pouur condition.. The non-smoking hotel smelled of cigarettes due to the door at the bottom of the stairs was open and everyone sitting outside it smoking. I went to my room to see two full size ****, no refrigerator, microwave, or coffee maker. There was something white on my headboard, the screen was cut up so you can't have your windows open, the lamp shades where stained yellow, the lock on the door was broken, the curtains had something dried onto them, and the continental breakfast was bananas with the stems cut off. We turned off the air conditioner because it was super cold in the room and left to have dinner. When we came back to the room, the warmth made the room stink. We had to turn the air conditioner to hide Ithe smell. We had to use the ice machine in a different building which you had to walk through all the smokers to get to. We stayed one night and woke up to loud music playing at 4 AM from the room next door. I went under a different hotel app and rented a different hotel for the remainder of our trip. I asked the front desk if I could get the four remaining days refunded and was told to contact the site I rented from. We called Super.com and was ttold that it is nonrefundable. Explained the reason why and the safety concerns we had due to being in a bad part of town with a broken lock and a Autistic child who can get out. Super pretty much said that they didn't care and it is nonrefundable. When we went to the other hotel across town, they said they get a lot of people moving to their place. I just would like four days refunded since we did stay one night. Thank you

  

  Business Response

  Date: 07/23/2024

  Hi *******,

  Thanks for taking the time to share your experience at check in. We're sorry to hear that the accommodation did not meet your expectations in terms of the room condition and property upkeep.

  Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.

  For swift resolution, direct communication with hotel management is recommended. They are best equipped to assist you with any issues and improve your overall stay.

  If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.

  We trust this clarifies matters for you.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22028130
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/26/2024

   We had reached out to management on July 16th.  We explained to them that we needed an email from them saying that they are agreeing to take a only one night of payment. The gentleman that we talked to kept telling us to reach out to the third party. This was all said over the phone so I have no written responce.

  

  Business Response

  Date: 07/29/2024

  Hi *******,

  Thanks for taking the time to share your experience at check in. We're sorry to hear that the accommodation did not meet your expectations in terms of the room condition and property upkeep.

  Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.

  For swift resolution, direct communication with hotel management is recommended. They are best equipped to assist you with any issues and improve your overall stay.

  It looks like your booking was made under a non-refundable policy, which generally limits modifications or cancellations.

  In light of these circumstances, we are willing to consider an exception in this case. Our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.

  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/29/2024

  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,
  
  ***************************

  Customer Answer

  Date: 08/15/2024

  Hello, I had said that this complaint was resolved but Super.com did not refund me like they said. The hotel tells me to talk to Super.com for my refund since I went through them to book my room. Super.com told me that they where working on getting my refund but when I checked back with them earlier this month,  they said the hotel said they will not refund my remaining days due to poor hotel upkeep. I know the reservation said non-refundable, but there description of the hotel was misleading. If I received the hotel room that was explained or pictured,  I wouldn't have a problem. But that was far from reality.  The room was non-smoking, but their employees stand outside an open door and make the hallways stink.  Can you please help me get a refund. 

  

  Business Response

  Date: 08/18/2024

  Hi *******,

  We want to assure you that your experience is important to us, and we take your feedback seriously.

  Please understand that as a third-party booking service, we do not have control over hotel standards, amenities, staff, or other guests' behavior. We do recognize the importance of these factors. For the quickest resolution, we recommend reaching out directly to our hotel management. They are here to assist you with any concerns and make sure you have the best possible stay.

  Upon further investigation, we wanted to let you know that our Support Team has made every effort to request a complimentary cancellation on your behalf, even though it was made under a non-refundable polic. Regrettably, our request for a free-of-charge cancellation was denied due to their strict policy with non-refundable bookings. It's crucial to note that our ability to override the decision is limited.

  If the hotel has agreed to make an exception, we kindly ask you to gather all relevant details from your communication with them. This includes the name and position of the staff member who assisted you. Once you have received approval, simply visit: ********************************************** and follow the prompts.

  We trust this explanation provides clarity on the matter.

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22028130
  
  I am rejecting this response because: No one was wearing name tags so I don't know who I talked to. There was a hispanic gentleman that we started talking to,  then he had a gentleman with a ponytail come over. The gentleman with the ponytail said that he can't issue a refund because we booked through super.com. He told us to go through the booking site for my refund.  Then I noticed a recurring fee from Super being taken out of my account every month.  I talked to my bank and they said it was the same business as the hotel that was doing this. I want a refund of my 4 unused days.  It is not my fault that you choose to promote false photos and descriptions of the property.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/21/2024

  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.

  While reviewing rates and comparing with another travel site, Super advertised to me on their website that if I completed my booking I would get a $20 welcome bonus on top of my 10% cash back. Because of this, I chose to book through Super rather than the other travel site. I booked my stay for Sun. Jul 14-Fri. Jul 19 USD ****** However when I checked my earnings, I ONLY saw the 10% cash back in pending, the welcome bonus was nowhere to be found. I chatted with customer service and they assured me that the $20 would show up on my end when I checked out at the end of my stay. When I checked out, I waited and no $20 showed up even as pending. I generously gave it a couple more days then went onto help chat again, and was told to wait a few MORE days and it would show up. That's not at all what the first rep told me. They are giving me the run around. They tell me it's pending. I can see on my end what is pending, and it's not showing as pending at all. They told me they can't apply it manually it's computer generated so we have to wait on the computer. The first rep told me it would be on there when I checked out, if their computer is having issues with sending them out, they need to have a backup way to send the $20 and not just lie to customers and tell them to keep waiting a few more days at a time. I feel scammed. I paid $15 for their membership on top of my stay, and they are scamming me out of $20

  

  Business Response

  Date: 07/23/2024

  Hi ******,

  Thanks for taking the time to share your feedback about our welcome bonus offer. Rest assured that we are a reputable and genuine company affirmed by our features in esteemed publications and dozens of other press outlets.

  We want to bring to your attention that your welcome bonus should appear as a credit on your Super.com account within 30 days of your Super+ membership purchase.

  We kindly request your patience for it to reflect on your account.

• Initial Complaint

  Date:07/20/2024

  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.

  Today the 20th of July 2024.I received a statement on my debit card charged for super super. *************. Cause. A charge that I did not charge no one in my household had charged we've never been to ************* and have no idea what this charge is about It's a 15 charge

  

  Business Response

  Date: 07/21/2024

  Hi *****,

  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We're here to assist you in the best way possible.

• Initial Complaint

  Date:07/17/2024

  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 got a call from my bank that Super Super took money out of my account and they wanted to make sure it was not a fraud. Well when I called to figure out what it was the lady tells me that I tried to access their website and that's what the charge is from. I have no idea how they got my card number nor did I ever give them permission. Just curious how this is ok to do and feel bad for anyone else who has had to deal with this

  

  Business Response

  Date: 07/21/2024

  Hi ********,

  Thanks for bringing this to our attention. To ensure there are no misunderstandings or inaccuracies, we kindly advise you to review the services you may have enrolled in. As a reputable company featured in well-known publications like the **************** Forbes, and the New *********** our credibility and genuine business practices are well established.

  Please note that unless you have enrolled in our membership program, no credit card information is ever stored on our servers and our website complies with the Payment ****************** Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry. Super.com only collects and shares information relevant to the services you have contracted.

  It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. We've checked our record and see that your membership has been successfully cancelled and refunded last July 17, 2024.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/17/2024

  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 got the Super.com app and have been completing tasks to earn some extra money, in order to be able to spend the money you have to pay for a super plus membership which I have been trying to do for over a week now and it keeps saying unable to link card. Ive contacted customer service multiple times but they keep telling me the same thing, that they cant help with membership signups. How can a company offer a membership but then not be able to help their customers sign up?!!! And of course when I asked if I could talk to someone higher up in the company I get told that there still isnt anyone to help me. So now after completing task after task I just have over $200 sitting there that Im not able to use. Yall need to get better customer service skills and actually be able to help yalls customers.

  

  Business Response

  Date: 07/20/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  To be eligible to become a Super+ member, you need an external bank account linked to your Super deposit account. To link your bank account successfully, it must meet certain criteria for security and verification purposes. Here are the key requirements:
  - The account should have been active for at least 60 days.
  - It should have a history of recurring deposits.
  - Maintaining a positive balance is essential.
  - Multiple monthly transactions should be recorded.

  By ensuring that your bank account fulfills these criteria, you'll be able to link it without any issues.

  After reviewing our records, we have confirmed that you have already successfully enrolled in our Super+ Membership program. It is important to note that being a Super+ member is not mandatory in order to access the earnings available on our platform. All customers of ******************** are granted access to various earning opportunities such as playing games, taking surveys, and completing tasks.

  If you have a Super Pay card, you have the option to redeem your credits directly into your Super Pay wallet. Alternatively, if you do not have a Super Pay card, the only method to redeem your credits is by utilizing them for Super Travel bookings.

  We hope this clarification addresses any doubts or concerns you may have had.

• Initial Complaint

  Date:07/15/2024

  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 don't even remember signing up, but I keep getting charged $14.99/mo. I have cancelled my bank card at least 4 times already & somehow they keep charging me. Yet when I call them, they say that they have no record of me having an account with them!

  

  Business Response

  Date: 07/20/2024

  Hi ******,

  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.

  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.

  Please call our Support team at ***************** or use the chat feature in your Super.com App for a convenient online cancellation. Please make sure to provide the correct email address and phone number associated to your account. Note that online cancellations may not be available in all states due to regulatory restrictions.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  For more info, please check this article: *****************************************

  We're here to assist you in the best way possible.

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21994106
  
  I am rejecting this response because: I have called multiple times & nobody can ever find any account for me!!
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/23/2024

  Hi ******,

  Thanks for bringing this to our attention. After reviewing our records, we were unable to locate any account linked to the information you have supplied. As previously mentioned, we are required to adhere to the regulatory guidelines for cancellations set by each state. Please call our Support team at ***************** for assistance.

  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.

  Kindly make sure to provide the correct email address and phone number associated to your account so our Support Team can locate your membership.

  We trust this clarifies matters for you.

• Initial Complaint

  Date:07/15/2024

  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 booked the * ****** on Jun 1 around 4am. Found out they had construction going that would not be safe for young children. Contacted Super who contacted the hotel once a manager was in after 8am and then told me they would refund me due to it not being safe. I confirmed with the agent and stated I would not book another hotel until they confirmed a refund. I booked another hotel with Super for the same exact date for this reason. After almost 2 months the only thing support says now is that they were waiting for documents from the hotel. This went on for 3 weeks before I started calling and getting the same response. This turned into them telling me to call the hotel. YOUR agent is the one that got the approval. Everyone I spoke to did less and less to actually be helpful. Multiple agents just dropped the call. Do not expect a refund from Super.com. They will keep repeating the same useless information until you give up like I have.

  

  Business Response

  Date: 07/20/2024

  Hi ******,

  Thank you for sharing your recent experience with our Support team. Your feedback is invaluable to us, as it guides our continual improvement and growth.

  We appreciate your understanding and want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue.

  The full refund, along with the credit compensation, has already been issued last July 15, 2024. The refund usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe. The credit is already available for your use.

  We appreciate your understanding in this matter.

  Customer Answer

  Date: 07/21/2024

  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:07/15/2024

  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 made a reservation for Aug 30-Sept 2 via Super.com. During the reservation process they promote an upgraded refund policy for a fee and even make it in green with the words recommend. To have peace of mind in case there was an emergency and I needed to cancel to get a full refund I decided to purchase it. Im now in an unfortunate situation that I need to cancel so I submitted the refund form. I never got notified it was denied even after contacting support. I found out myself by reclicking the link that said denied with no reason. After contacting support again and escalating to a supervisor they told me they will give me a one time exception if I get approval from the hotel to cancel and get a refund. The front desk manger from the hotel provided the approval and then I submitted ANOTHER form super needed. The hotel even said it shows Expedia in their reservation system so we contacted Expedia to see if they can cancel it for me. Well Expedia said they could if they would be able to but the system wont let them because it has to go through super. And the customer service number Expedia has for super is an international number in **************?!? This is a horrible customer experience.Now today I get an email from super.com support stating I have to submit the original request form I already submitted and still no guarantee for a refund. This should be criminal! Super is literally stealing money from their customers! I want my money back for the ********************!

  

  Business Response

  Date: 07/16/2024

  Hi ********,
  
  Thanks for bringing this to our attention. Rest assured that we are a reputable and genuine company.
  
  Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable.
  
  When booking a flexible rate, you are entitled to a full refund if you cancel within the grace ******* On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, the upgrade cost is understandably non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************
  
  We are committed to helping you within the scope of our policies. In this case, our Support team has been notified and will initiate contact with the accommodation and travel partner to request for a complimentary cancellation on your behalf. They will update you promptly on any progress.
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21989290
  
  I am rejecting this response because:

  I need you to confirm exactly the amount I will get refunded. Until I see a refund processed this ticket should remain open.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/20/2024

  Hi ********,
  
  After thorough discussions with our travel partner, we have obtained a special one-time approval for your refund. The amount of $847.91 USD was issued on July 19, 2024, and typically takes 3-5 business days to process. Please be advised that processing times are solely dependent on the bank, so it is recommended to contact them directly for an accurate timeframe.
  
  It is important to note that when you choose to enhance the cancellation policy of your booking for added flexibility, the upgrade cost is understandably non-refundable.
  
  For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links:
  *****************************************
  **************************************
  
  We hope this clarification addresses any doubts or concerns you may have had.

  Customer Answer

  Date: 07/23/2024

  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:07/13/2024

  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 somehow managed to sign up for this service when getting a **** ride. I thought I was updating my account. I have tried to cancel the service. It takes me through the cancel process then gives me a phone number that says there is 24/7 support. I have tried calling and it says the call center is closed. This is unacceptable. Cancel my service and if any monies are charged refund them immediately.

  

  Business Response

  Date: 07/15/2024

  Hi Austin,
  
  Thanks for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ trial membership, as our process requires explicit consent from our users. You have full control, and canceling your membership is straightforward.
  
  Please know that the Super+ trial membership is a promotional offer that allows users to experience the benefits of the Super+ Membership for a limited duration, which could be free or minimally priced. During the trial period, customers will have access to all the benefits of Super+
  
  If you cancel your Super+ membership before the free trial or promotional membership period has expired, Super will not charge you for the subsequent Super+ membership term. If you have a free trial or promotional membership and you cancel it, and your access to your membership benefits will end upon cancellation.
  
  The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction.
  
  For assistance, please call our Support team at ** ***** ******** or use the chat feature in your Super.com App for a convenient online cancellation. Note that online cancellations may not be available in all states due to regulatory restrictions.
  
  Alternatively, you can initiate a chat directly from the Super.com App or website during business hours (8 AM - 7 PM) for immediate support.
  
  For more info, please check this article: ****************************
  
  We hope this information has been clear and helpful.

  Customer Answer

  Date: 07/15/2024

  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.
  

  I still feel like they need to review their cancellation procedures. 

  
  
  Sincerely,
  
  
  
  Austin S******

• Initial Complaint

  Date:07/11/2024

  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.

  This a home-based company that hangs up on people after taking their money. This is a scam company.Hotel has been taking my money and not refunding. They have a system that has been glitching and my room was booked for a day I did not need instead of them fixing it they took my money and I never stayed in the hotel nor was I compensated so my money was stolen. Also I booked a room for 103 dollars and ****** was taken from my card and they told me they dont see the charge but I have proof from my bank.

  

  Business Response

  Date: 07/14/2024

  Hi ********,
  
  Thanks for taking the time to share your feedback with us. Rest assured that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the **************** Forbes, New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.
  
  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.
  
  To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.
  
  After reviewing your booking, it appears that it is non-refundable, which typically restricts modifications or cancellations without approval from the hotel. We would like to inform you that our Support Team has made every effort to request a complimentary cancellation with the hotel and our travel partner on your behalf. Regrettably, despite our best efforts, our request has been denied.
  
  If the hotel has agreed to make an exception, please make sure to collect all pertinent details from your communication with them, including the name and position of the staff member who assisted you.
  
  Once you have received approval, please initiate a cancellation, by visiting: ********************************************** and following the prompts.
  
  Regarding your inquiry about the $119.59 charge on your card, we have conducted a thorough investigation and confirmed that there is no corresponding successful booking linked to this amount on our records. Please know that in instances where the booking doesn't successfully go through, no charges are incurred. Instead, an authorization hold or pre-authorization is initiated, reflecting as pending in your bank transactions.
  
  This service is facilitated by your card provider, where they temporarily reserve the approved amount, thereby reducing the available funds until the merchant completes the transaction. Since your desired purchase was unavailable and the booking didn't proceed, Super Travel has not executed any charges, and your card processor will release the hold accordingly.
  
  The duration for this release varies based on whether you used a debit or credit card and is subject to the issuing bank's policy.
  
  We hope we have clarified your doubts and concerns.