I booked an 8-day all-inclusive stay through Super.com for on 06-02-2024. Everything seemed fine at first, but then the issues started. On 03-04-2024, the hotel told me there was no all-inclusive booking under my name. I contacted Super.com, and on 08-04-2024, employee nr.1 from customer support said he was talking to the hotel to sort it out. But on 14-04-2024, employee nr.2 told me they couldn't handle it directly with the hotel and offerd me to pay for the upgrade myself and then get reimbursed. I found out from the hotel that the all-inclusive upgrade would cost €50 per person per day, totaling €700 for our stay. I let Super.com know we were okay with this, and employee nr.3 confirmed on 17-04-2024 that they just needed the invoice for reimbursement. I sent the invoice via their "Amendment request" as requested by them on 20-05-2024, and employee nr.3 confirmed the reimbursement was processed. However, I never got the money. On 27-05-2024, I followed up and was told by employee nr.4 on 28-05-2024 to contact my bank. My bank confirmed they hadn't received any money, so I informed Super.com again. On 31-05-2024, employee nr.4 told me the original booking was canceled and asked for my PayPal details to refund the remaining amount (that is a few hundred euro's). I sent my details immediately but still haven't received any reimbursement. Despite being very polite and contacting them. I'm really sorry to have to write this negative review because the communication with Super.com has always been pleasant. My goal isn't to bash the company, but I just want the amount reimbursed that was promised before our trip. If I hadn't been offered this refund, I could have canceled the booking. This whole situation has been very stressful, especially since I had an important surgery shortly after returning from the holiday. This has caused significant financial strain, and the delay in getting the promised refund is making things worse. Super.com needs to fix this and make sure customers get the support and refunds they're promised. The repeated miscommunications and delays are unacceptable. I hope sharing my experience will lead to better service in the future. Thanks for reading!