Do not use this company for any hotel stays!!! I would rate this company below a 1 star if I could. I generally do not write reviews but their LACK of customer service is beyond any I have ever experienced for a hotel stay. I checked into Sonesta Suites while waiting for an apartment with my 2-year-old and noticed the room had roaches and was unclean. In order to change to a different room, I could only go back through Super Travel, who did not pick up calls even after a couple of hrs. Finally, we were given a different room which was also unclean and even had a joint on the table (I have pictures). Because I had to go through the same process, a long hold time, I checked out on the same day I checked in, with no call from Super Travel to try and resolve the situation.  From 06.09 until today 6.17.2023, I have only gotten a run around each time I have called, I have been told a supervisor will call (they have not), was told I would receive an email on yesterday 6.16.2023 (they did not), and in between trying to get someone to answer (it's become a part time job!) or when they do, it's always the same script..."We will have a supervisor call you" and when pressed for a number of someone who can actually help...I keep being told, "It is not our protocol!" In the meantime, I do not have my refund for the six days I had reserved, have spent hours attempting to get this situation resolved, through no fault of my own, and was totally inconvenienced. Luckily, I did have money to make another reservation, but if not, this would have been a major problem.  Even today I was told a supervisor would get back to me by 12:30, and of course no call!! Just empty promises! Save your money and future frustration!!  Also I am writing a review on BBB and other travel sites.