Name: Super.com
Address: -, San Francisco, California
Rating: 4.46

“Booked a room with snaptravel, got to the hotel one hour later and had no reservation. Chatted with snaptravel and they were taking care of it. I sit in the parking lot for 3 hour to finally be told they could not get me a room. Went back in the hotel and was told they just gave out the last room. Should had booked with hotels.com 4 hours earlier. Ended up staying in a really bad hotel because all others were booked. THIS COMPANY IS A SCAM!!!! I WILL BE LUCKY TO GET MY MONEY BACK!!! DO NOT USE THIS COMPANY!!!!!!!! I saved all correspondence in case they try to punish me for putting a negative. THE PEOPLE WORKING HERE DO NOT CARE!!!!!!”

Helpful Report

Posted 4 years ago

Hi Rodney, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved as our team has issued you a full refund and an additional 20% of your booking through Snaptravel Credits to apologize for the inconvenience that was caused. We understand that this was not the ideal customer experience and we apologize for the trouble.

Posted 4 years ago

“I have used this site many of times and thought it was the best until my current booking. Customer service is unhelpful and not aware of anything, horrible experience. I will stick with Priceline and other booking sites.”

Helpful Report

Posted 4 years ago

Hi Arryell, thanks for reaching out to us and we're sorry to hear about your experience. We've reviewed the cancellation policy associated with your booking and unfortunately, it's non-refundable and non-amendable. This means that we're unable to make any changes to the booking. Apologies for the inconvenience.

Posted 4 years ago

“Scam!!! Hotel closedown June and was refused a refund.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. Please note that we generally only accept complaints & hotel documentation up to 30 days after the check-out date. This policy is in place because hotel front desks forget what happened, and we lose the ability to negotiate cancellations on your behalf. Please note that we've made an exception with this case and it has now been escalated to our Amendments team who will reach out to you directly via your original chat thread.

Posted 4 years ago

“I had issues around my booking. The contact messaging system is the most useless chat that I have ever had to use. The automated system just keeps repeating and if you do manage to get to a real person, they don't know what to do. Laughable if it wasn't so painful.”

Helpful Report

Posted 4 years ago

Hi Michael, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Amendments team has reached out to our travel partners to confirm your hotel relocation. Please note that any updates about this case will be provided to you through your existing chat thread. Apologies for the inconvenience.

Posted 4 years ago

“Snaptravel might work if you're booking a room. But everything else might be falsely advertised. We booked a room with free breakfast daily. We specifically chose the Snaptravel rate because it included breakfast, even though it was more expensive than other sites and booking direct. When we got to the hotel, they said they had no record of it. Snaptravel was unwilling and unable to help. Will never book with them again and customer service was abysmal. Book directly next time - you'll know exactly what you're getting.”

Helpful Report

Posted 4 years ago

Hi Vivian, thank you for reaching out to us and we're sorry to hear about your negative experience. Please note that we've now escalated your case to our Urgent Care team who will reach out to you shortly with next steps. In the future, if you require immediate assistance, please return to your original chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“They are literally the worst company. There are no way to contact them and submitted a request for cancellation and immediate responds was ineligible.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Please note that if you require immediate assistance, you can return to the original chat thread that you used to make a booking and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“Unfortunately I’m going to have to leave this review because of the awful management of this company. My partner and I were supposed to take a trip but a couple days before tested positive for COVID-19. Being the responsible people we are we obviously cancelled our entire trip and quarantined in our home. My partner is a healthcare worker so this trip was meant to serve as a nature based stress reliever. I received a form of refund from every company except this one. This agency was extremely hard to get in contact with, did not take our case seriously, and refused to provide management or supervision contact. They claimed that the hotel refused to compromise but when I contacted the hotel they said it was in the hands of the agency, which is why I sought out answers. All I got in return was “your case is closed”. I’ve booked with many agencies before and have never been treated so poorly like this. They lack a good business morale in these unprecedented times. I highly recommend you DO NOT use this agency for future travel bookings as they lack customer service and business etiquette. Trust me there are plenty of other places far more understanding and helpful especially in these times, save your money and don’t get it stolen by these thieves.”

Helpful Report

Posted 4 years ago

HI there, thanks for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that it has been resolved as our Amendments team reached out to our travel partners regarding your refund request which was, unfortunately, declined. As a result, as we've been charged for the full amount of your booking, we are unable to provide you with a refund or move any further with this case. Apologies for the inconvenience.

Posted 4 years ago

“Never never use Snapchat for reservations, they couldn’t help me modify a hotel reservation I made by mistake even though I called just a minute after my error. Never seen worse customer service!”

Helpful Report

Posted 4 years ago

Hi Veronica, thanks for reaching out to us. Upon reviewing your case, the cancellation policy associated with your booking is non-refundable, non-amendable. This means that we're unable to make any changes to your reservation, including changing the date. Sorry for the trouble caused.

Posted 4 years ago

“Don't get excited by snap travel discounts, they are scammers. Booked Sofitel Brisbane, but the city went into strict locked down on the day. The hotel was very happy to refund the money except snap travel decided to keep it. Snap Travel cannot be contacted by phone in Australia and will never reply at emails. They are just thieves.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that our Amendments team has reached out to our travel partners, and they are currently negotiating your refund request. Please note that any updates about this case will be provided to you through your existing chat thread. Apologies for the inconvenience.

Posted 4 years ago

“In the middle of the night, while I was in my bed sleeping, someone entered my room, claiming that the receptionist gave the room key to her! Half hour later, 12 police officers, at the lobby, calling me to leave the hotel, because the receptionist, could not find the reservation, through the third party(Snap Travel),, Eventhough, I showed my hotel ke, my reservation on my phone, my bank account dedication for the hotel,,still the had me leave! My lawyer, and myself with the police officers, working on filing a law suit!”

Helpful Report

Posted 4 years ago

Hi Joseph, thank you for reaching out to us and we're sorry to hear about your experience. In situations like this, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property. If you have any questions about their policies, we recommend discussing directly with hotel management. Apologies for the inconvenience.

Posted 4 years ago

“DO NOT BOTHER BOOKING WITH THIS POS SITE THEY WILL STEAL YOUR MONEY. I made a hotel reservation for a surgery. 10 hours after my cancellation deadline, the city announced a strict lockdown, and Snaptravel refused to cancel or give me any credits. This was for an 11 night booking so I lost a lot of money and they refuse to help me in any way. There's nothing the hotel can do either apparently. This company is a scam! Do yourself a favor and just book directly. It's not worth dealing with them”

Helpful Report

Posted 4 years ago

Hi Meyling, thanks for reaching out to us. After reviewing your case, your refund request for booking # B_2228919 has been denied. The reason we can not issue a refund is because you have filed a chargeback on this booking. Therefore, any compensation will have to come through your financial institution. We're sorry for the troubles caused.

Posted 4 years ago

“My partner had booked a night away for my 30th birthday celebration to a prestigious hotel in our city (Fairmont Chateau Laurier). Unfortunately, he booked through this 3rd party (Snap Travel), which proved to be a big mistake. We were looking forward to our night away but had a death in the family and had to cancel our reservation last minute. We called the hotel and they were extremely understanding-they cancelled on their end but because it was through a 3rd party, we had to cancel directly with them. Snap Travel is one of those companies that make it utterly impossible to get in contact with the company. After Facebook messaging with automated responses, calling and only receiving automated messages which resulted in being automatically disconnected, we were feeling extremely defeated (all while grieving our family death). Finally, Snap Travel said they would “escalate our issue” and be in touch without true confirmation of our concerns. About 15 days later, we finally receive a text message from them - they refused our reason for cancellation, but don’t worry, they won’t charge us for the request (normally they charge if you request a change). Terrible business to work with, you’re better off directly working with the resort/hotel to do the booking. Such a disappointment, a sad time of year with a death, we were hoping to celebrate my birthday another time but we are out our money on this hotel. Pathetic company with no explanations- only chatbots with automated messages that avoid directly answering your question/solving your issue. Avoid Snaptravel.”

Helpful Report

Posted 4 years ago

Hi Jordan, thank you for reaching out to us and we're sorry to hear about your experience. Please note that we work with many travel partners in order to provide our guests with the best deals on hotel rates, and we do not always work directly with the hotel. On that note, we understand that the hotel agreed to provide you with a refund, however, our travel partners have declined your refund request. As a result, we have been charged for the full amount of your booking which is why we are unable to provide you with a refund. We apologize for the inconvenience regarding this matter.

Posted 4 years ago

“Snaptravel is the most unprofessional site I have ever booked a hotel with, I’ve traveled to Spain, Portugal, France, and more using Travelocity and getting a much more discounted price on hotels than with this garbage website. I got to my hotel and was not allowed to check in, still got charged, and was told to go through the hotel despite Snaptravel pocketing the money. Spend a few more dollars and get an actually secured room with actual customer service instead of premade bots.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. Upon reviewing your case, it appears that you were unable to check-in due to the hotel's minimum age requirement. We've reviewed the hotel description, which makes it clear that hotel guests must be older than 18. As a result, we're sorry that you're having trouble getting into the hotel, but this condition was made clear throughout the booking process. It's standard for hotels to require a minimum age for guests.

Posted 4 years ago

“Do not book anything via this app. They do not offer refunds for things that are out of your control. During this Pandemic, they have been taking advantage of their customers and they do not care that for any reason you might have to suddenly cancel.”

Helpful Report

Posted 4 years ago

Hi Patrice, thank you for reaching out to us and we're sorry to hear about your experience. Unfortunately, your booking is not eligible for our COVID-19 cancellation policy, since your booking was made on or after April 14th. This policy was stated throughout our website and booking process, as the health and travel risks were clear at the time of purchase. Therefore, we are unable to amend the non-refundable nature of your booking. Apologies for the inconvenience.

Posted 4 years ago

“I had a terrible experience with Snaptravel. Snaptravel took the money out of my bank account as soon as I checked in to the hotel. We did not get there when we had planned. I thought we would arrive around 2 am or 3am. From no fault of our own we ran into a wintery mix in Virginia and West Virginia we realized we was going to delayed. We made calls when we realized what time we would arrive at the hotel and our situation, and we was still coming. We had no set time to check in but we made that time between my husband and I from our previous trips up to Ohio. We called to let them know. On Fri/ Sat. Well due to snow we did not get there until after 8 am on a Sat. When I check out the hotel only charged for 2 nights Nostradamus of 3. The money that the hotel took out was in pending and I figured once snaptravel gave them their money that money would come out of pending since Snaptravel’s money already went through. Well they both came out of my account. I emailed snaptravel once I seen that both charges came out of my account. I checked out of the hotel on 12/21/20 and still have not heard and saying they are review. What is there to review. I was charged over $600.00 fora 2 night stay. It is not only a inconvenience putting me close over drawing my account, not able to finish Christmas shopping for my grandkids and paying my bills.”

Helpful Report

Posted 4 years ago

Hi Candy, thank you for reaching out to us and we're sorry to hear about your experience. Please note that we work with many travel partners to provide our guests with the best deals on hotel rates, and do not always work directly with the hotel. Upon reviewing your case, it appears that our Amendments team is working with our partners on your refund request. We'll update you as soon as we hear back from our partners, which can take 10+ business days. Please keep in mind that this request is subject to approval, and may not result in a successful refund to your booking. Thanks for your patience regarding this matter.

Posted 4 years ago

“I wouldn’t recommend. For some reason I booked my hotel reservation Thursday and today during check in their card is declining. So I’m now I got charged the money for this hotel and an additional amount because their card isn’t going through even though I’ve prepaid .”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that it has been resolved as our Urgent Care team was able to contact our travel partners and resolve the payment issue. We apologize for the inconvenience that was caused.

Posted 4 years ago

“Room was not booked. They took payment and didn’t pay the hotel. No one to talk to, other than automated text messaging. I had to pay for another room so I could checkin. Avoid this terrible service.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved by our Urgent Care team and a full refund has been issued back to your original method of payment. Please note that it may take up to 3-5 business days for your financial institution to process this and for the refund transaction to reflect on your bank statement. Apologies for the inconvenience. In the future, if you require immediate assistance, please return to your original chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“They rented me a hotel and after driving 3 1/2 hours to the hotel , the hotel was closed down and SnapTravel had already charged my card , their customer service is extremely rude , the first girl even hung up on me , they have not refunded my money and said it can take a long while to resolve this due to the fact that they have to reach the closed down hotel to verify Unbelievable do not stray from Travelocity or Expedia to save a few bucks”

Helpful Report

Posted 4 years ago

Hi Michelle, thanks for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that our Urgent Care team has reached out to our travel partners and is currently waiting for a response regarding your refund request. Any updates regarding this case will be provided to you through your existing chat thread and this process can take 10+ business days. Please keep in mind that this request is subject to approval, and may not result in a successful refund to your booking. Thanks for your patience and we apologize for the troubles caused.

Posted 4 years ago

“They have a terrible help centre which barely takes the time to help you with a problem. I had to email their management and still received no reply.”

Helpful Report

Posted 4 years ago

Hi David, thank you for reaching out to us and we're sorry to hear about your negative experience. To receive immediate assistance, we kindly ask that you return to your existing chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist you. Apologies for the inconvenience caused.

Posted 4 years ago

“HORRIBLE SERVICE BOTH HOTEL, SAHARA LAS VEGAS AND SNAPTRAVEL Between the 2 of them I don’t know who’s lying...the hotel canceled my reservation...Fraud BOOKING ON BOTH ENDS...I’m stuck in Vegas homeless! No refund or accommodations No one seems to care It's been 11 hours...no where to sleep, shower or use the restroom. No options given...Absolute Nightmare”

Helpful Report

Posted 4 years ago

Hi Kam, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved as our team was able to successfully negotiate a refund with our travel partners for your booking. As a result, our team has issued a full refund back to your original method of payment on file. Please note that it may take up to 3-5 business days for your financial institution to process this and for the refund transaction to reflect on your bank statement. Apologies for the trouble caused.

Posted 4 years ago

Shipping & Delivery
Delivery Methods	Own Driver, Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 86%
Accurate And Undamaged Orders	Greater than 92%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	3.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

Super.com Reviews