While Super.com may initially catch your eye with their competitive hotel booking prices, my experience with their customer service has been nothing short of disappointing, disorganised, and, most significantly, exorbitantly costly. I found myself with a problem when my friend and I mistakenly booked hotel accommodations for the wrong dates. With our travel date fast approaching, we knew we needed to rectify the situation as swiftly as possible. Super.com offered a glimmer of hope, stating that, for an administrative fee and pending the hotel's approval, they could attempt to amend our reservation. We were told that their amendments team would liaise with the hotel on our behalf. However, this is where the ordeal began. For an entire week, we received no updates, despite sending follow-up emails. Frustrated and running out of time, I decided to call the customer service team using the phone number displayed on the Super.com website. Little did I know that these calls would cost me a whopping £555 ($689), a fee that was never disclosed beforehand. During those excruciating days leading up to our trip, I made a total of nine phone calls to Super.com, mostly spent waiting on hold or in a queue. To make matters worse, it turned out that no one from Super.com had actually contacted the hotel on our behalf, as they had claimed in their email and on the phone. I personally reached out to the hotel, only to find out that they had no record of Super.com's communication. This blatant misrepresentation of their efforts left us bewildered and frustrated. After numerous phone calls and conflicting information, we received an email from customer services stating that they could not amend our booking, even with the hotel's approval. Instead, they suggested that we contact the hotel ourselves to request a refund and then obtain written approval to send back to Super.com. This was a stark contradiction to the information we had initially received. Exhausted from the runaround and time constraints, we had no choice but to change our plans and book new flights to accommodate the existing reservation. To our surprise, shortly after our decision, we received yet another email from a different Super.com representative claiming that they were diligently working with the hotel to change our dates and were awaiting a call back from the hotel. This sudden change in stance only added to our confusion and frustration. While Super.com's customer service can be reached via email, their response times are painfully slow, rendering meaningful communication nearly impossible, especially when time-sensitive travel plans are involved. Moreover, the misinformation they provided about their communication with the hotel demonstrated a lack of honesty in assisting us. While we acknowledge our initial mistake, it was Super.com's initial assurance that they could assist us (for a fee) that led us to persist in seeking their help. The eventual revelation that they couldn't provide the service they had promised was not only immensely frustrating but also costly, as evidenced by my shockingly high phone bill. I have submitted this complaint to Super.com, and despite more than a week passing, including a follow-up email, I have yet to receive any response from them regarding this matter. I am also exploring my consumer rights regarding the undisclosed call charges incurred. I remain open to discussing this matter with Super.com if they respond to my emails