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

“Parfait et hôtel au top.”

Posted 1 year ago

“Hotel agreed to refund me for incorrect booking from super.com. The way they had to do it was to refund super.com and supere.com was to refund me. Super.com chose to keep the money!! SCAM”

Helpful Report

Posted 1 year ago

Hi Alex, We are truly sorry that you had trouble with the cancellation of your stay. Please note that your reservation remains active and we do not have a record of you contacting our team to cancel. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received written confirmation from the accommodation, please contact our Support team and we will be happy to process your refund or modification. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“SCAMMERS .. SCAMMERS ... Stay away from them never book with them .. BIGGEST Scam i ever experience, I made the booking on their website with booking reference number B_11735967 (as someone from this company will come and reply and will ask to provide this reference number so i have added it before for their convenience) ... its been almost 36 hours since I made the booking and I have made numereous phone call to the actual hotel PULLMAN ZAMZAM who cannot confirm my booking and finally got it in writing from the hotel that there is no booking in their system under my details and said dates and I have contact super.com customer service uncountable time via online chat and phone and every single time I got a standard replies ( appologies for inconvenience and out amendment team is currently working and you will get a reply in 45 minutes), (I have raised a ticket to speed up the booking and someone will get back to you), (Team is still working on it and this can take some time to get approval from both the hotel and our travel partners) what a F*******g utter bu********T they are telling as this is first time I am booking a hotel or something .... I told them these booking as instant and we get a reply from the hotel right away or one can confirm with the hotel as soon as the booking is done but because they are scammer so they dont anything in place and just keep lying that we are working I am going to attch some screenshot of the conversation and unfortunately have no choice apart from raising a charge back claim via mastercard to get my £677 back from these scammers. Note: All screenshot of conversation is saved and will update the outcome once sorted with bank”

Helpful Report

Posted 1 year ago

Hi Rehan, We're genuinely sorry for the delay in response while our team reviews your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you. We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_11735967 that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches. We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed. We appreciate your understanding as we work within these parameters to provide you with the best possible experience. It's noted that our Support is working on this with you to get the HCN as soon as possible. We trust this clarifies matters for you and appreciate your understanding.

Posted 1 year ago

“i booked a hotel, and when I check in, hotel told me there is no booking, this it a scam site, and I ask for refund, they never reply me, total pure *** and scam site.”

Helpful Report

Posted 1 year ago

We are sincerely sorry to hear that you had trouble with your reservation upon check-in. Your feedback is vital, and we're committed to ensuring our customers' satisfaction. Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“SCAMMERS - would not change hotel dates even though hotel were happy to do so after my son was taken to emergency. I called prior to cancellation cut off and requested call back which I did not receive then was told if I cancel I will NOT get refund. The hotel said if they call them the date change can be done but Super refused and just kept getting sorry after sorry even though it was their team that did not do call back. Sitting in a hospital was not exactly the place to have sat on phone waiting 40min for them to answer this is why I accepted the call ba k option.”

Helpful Report

Posted 1 year ago

Hey Lisa, We are truly sorry to hear about your most recent experience with our Support team. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“Worst customer service. Wait 1 1/2 hours on hold to hear I'm sorry over and over again. Yet they do nothing too fix it. Never use again.”

Helpful Report

Posted 1 year ago

Hi Sandria We are truly sorry to hear about your most recent experience with our Support team. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“Never again!!! Recomend to stay away. This is the worse company I ever booked with. Got something completely different to what I booked and their customer service line always have about 40 calls aheah of you. Waited for over 3 hours to get a resolution and was not able to fix the problem.”

Helpful Report

Posted 1 year ago

Hey Zarahy We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction. Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts. We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Even though we bought the insurance, they refused to refund us when our concert 4 hours away was canceled. We were on hold with customer service for over 3 and 1/2 hours and we still didn't get through to anyone! Buyer beware! Go with a more well-known site, it is well worth the extra 20 or 30 bucks!!!”

Helpful Report

Posted 1 year ago

Hi Laura, We are truly sorry that you had trouble with the cancellation of your stay. Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate from the refundable policy of your booking, you must meet the eligibility criteria. To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ Hope we were able to clarify. Regards,

Posted 1 year ago

“Do not book through super.com. I had to cancel and paid the extra for refundable travel. They refuse to refund the money cause it doesn't fall under the guidelines. I lost over 200”

Helpful Report

Posted 1 year ago

Hi Staci, We are truly sorry that you had trouble with the cancellation of your stay. 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 period, regardless of the reason for cancellation. 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, these are under specific conditions and 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: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ We hope this clarifies the reservation policies for you.

Posted 1 year ago

“Buchung reibungslos”

Helpful Report

Posted 1 year ago

“I searched all the sites to find the most cost effective room at a hotel in Pigeon Forge, TN. The best deal was on super.com. I was pleased with the room and how easy the checkin process was. I will definitely use them again for future stays!”

Helpful Report

Posted 1 year ago

“I have recently had the most disappointing and frustrating experience with Super.com. My interaction with this company has been characterized by extreme deception and a complete lack of assistance when I encountered an issue with a hotel booking through their "Super Booking Application." I made a reservation for the Ibis Doha hotel (B_11553815) for the dates of October 12th and 13th. However, the confirmation I received indicated entirely different dates - October 19th and 20th. This is not only misleading but could be seen as outright fraudulent. Despite immediately reaching out to their customer service department to address this significant discrepancy, my experience went from bad to worse. Super.com's automated services proved to be completely unhelpful, refusing to correct the glaring mistake. Even when confronted with an issue that was clearly caused by their platform, they insisted on not assisting or making any effort to rectify the situation. What's more, when it became evident that Super.com would do whatever it takes to avoid any contact and refuse to solve any issues that might arise, I took the initiative to report the transaction as fraud to my bank. The lack of response from Super.com left me with no other viable option to protect my interests and financial well-being. This level of unresponsiveness, coupled with their failure to take responsibility for their errors and misleading information, is simply unacceptable. It is an affront to customer trust and confidence. I would strongly advise anyone considering using Super.com to think twice. My experience has been a complete letdown, and I cannot emphasize enough how important it is to be cautious when relying on their services. Their inability or unwillingness to rectify mistakes of this nature is a red flag, and their commitment to customer satisfaction is, at best, questionable. In sum, my experience with Super.com has been marred by deception, a complete lack of assistance, and a failure to take responsibility for a glaring error on their part. I urge anyone considering their services to proceed with extreme caution, as my experience has left me highly dissatisfied and disappointed.”

Helpful Report

Posted 1 year ago

Hi Mark, We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. This matter has been escalated to our Amendments team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible. Regards

Posted 1 year ago

“Easy, best rate. Also EASY.”

Helpful Report

Posted 1 year ago

“Easy to use online”

Helpful Report

Posted 1 year ago

“Their website is too ready to complete the sale, no review, no going back. Any attempt to change things gets a "leaving website" warning. Wound up booking for the wrong dates. "no refund" is their mantra. When I attempted to cancel the transaction through my financial institution, they cancelled the reservation with "no refund". A very poor experience.”

Helpful Report

Posted 1 year ago

Hi Dwight, We are sincerely sorry to hear that you had trouble with your reservation. Reservations are made based on your search criteria and are only completed when you provide payment information and confirm the purchase. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, room details, meal plan and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation In this case, you booked a Non-refundable stay. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. You've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“I always make the booking through this site. No issues until I cancelled the fully refundable booking. I made the 2 fully refundable bookings and cancelled it within half an hour. I got charged £40 per booking. It hasn’t mentioned anywhere there is a fee to pay. That defeats the purpose to make fully refundable booking and don’t get the full refund. I would never use them again. Not reliable at all when comes to pay the refund.”

Helpful Report

Posted 1 year ago

Hi Tanya, Thank you for your feedback. 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 period, regardless of the reason for cancellation. 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, these are under specific conditions and 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: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ We hope this clarifies the reservation policies for you.

Posted 1 year ago

“I booked through super.com a hotel and for no fault of mine the reservation had to be cancelled. The hotel approved the refund on the spot, but super.com doesn't want to do anything to process the refund - spent hours on the phone waiting. Will never book with them again - you save a few bucks but in a situation like mine they get it back from you.”

Helpful Report

Posted 1 year ago

Hi Stan We are truly sorry to hear about your most recent experience with our Support team. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“I booked with super.com today for a stay tonight. I booked a room with 2 double beds. We got to the hotel after 9 pm - 30 minutes after hitting a moose on the highway - so shaken up. The hotel gave us a room with 1 queen bed. We didn't notice until we entered the room. The hotel said it was a booking error on the part of Super. Com and we would have to sort it out through them. So I called super.com. They said they would send a ticket to their urgent care Center and they would contact the hotel and then call us back within 20 minutes. 2 hours later they had still not called. I called back and they informed me that because we accepted the room and didn't wait in the lobby for them to call us back (for 2+ hours) that they would not be able to get us the room we had booked. The people I spoke to on the phone were very kind and polite but their ability to efficiently manage a booking error that they made was pathetic at best . First and last time I will ever book through them . Date of experience: October 06, 2023”

Helpful Report

Posted 1 year ago

Hi Joseph, We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Really good”

Helpful Report

Posted 1 year ago

“WORST COMPANY EVER.- DO NOT BOOK. They take your money, cancel your room and leave you with the stupid.com chat agents that have 0 idea what they’re doing. I was told I was definitely getting a refund 3 TIMES and then nothing came through. I have sent 30+ emails and no one has been in touch. Apparently someone ‘tried to call me’ which is bull because I received no call. They have no idea what they’re doing. SCAM SITE AND WORST CUSTOMER SERVICE EVER.”

Helpful Report

Posted 1 year ago

Hi Alex, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced [specify issue]. This is certainly not the level of service we aim to provide. Your feedback is valuable to us, and we want to make things right. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you. We've been experiencing a high volume of bookings and subsequently, an increase in support queries, in addition to the normal volume for peak season in this industry, so it takes us longer than usual to respond, as this spike also affected our travel partners. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year 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