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

“False advertising is fake guys please check before you book with this app They advertise double rooms Is not what you expect.”

Helpful Report

Posted 2 years ago

Hi Jose, We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“I reserved a room online not knowing that the motel had been changed so my room was not reserved for me nor have I been contacted or reimbursed for my purchase. I have called them and emailed them multiple times not being able to be transferred to no one to talk to.”

Helpful Report

Posted 2 years ago

Hi Bobby, 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. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly. Thank you.

Posted 2 years ago

“Don't ever deal with Snap Travel / Super Travel it's a scam . They booked my reservation and than cancelled after receiving payment from my CC never returned the funds to my bank and left me responsible for $2,000 ......their a Scam”

Helpful Report

Posted 2 years ago

That doesn't sound right! As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“Super Travel is an absolute SCAM! I saw and booked for $89, when I checked my statement, I was charged $129! I contacted them and got the absolute run around from Cecillyn, saying I booked at an "upgraded rate" sometimes their system has " a lag" and the engineer's are working on that! I let her know this lag is not my fault, why am I the one paying for it! Absolutely horrible! DO NOT USE THIS COMPANY!!!!! I FIRMLY BELIEVE THEY ARE SCAMMERS!! This was clearly a bait and switch!!!”

Helpful Report

Posted 2 years ago

We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“ABSOLUTELY HORRIBLE COMPANY. I booked 3 rooms. Called the hotel 2 weeks before who told me only 1 room is confirmed. Call the company who told me all three rooms are confirmed but that it takes time for the hotel system to process. With less than 24 hours to check in I checked for the three reservations with the hotel. They said they only had one. I called the company who kept verifying that all my three rooms were confirmed. After requesting the hotel confirmation codes, they confirmed that only one room had been booked. They put the blame on the hotel, who I contacted and gave a very different story. Given that rooms for this hotel were still available on their website, I asked for the rooms to be rebooked with the original price honored. One agent did just that. The second room, it’s been 13 hours and counting. I’ve contacted 6 live agents (one who hung up on me)and 1 chat agent (who ended the conversation). None of them are able to have a representative contact me from their urgent care team to simply rebook this reservation. You can’t even get a hold of an agent to discuss your case! TRAVELERS BEWARE!!!! Will be posting my screenshots and phone call recordings elsewhere to warn other travelers.”

Helpful Report

Posted 2 years ago

Hi Natasha, Thank you for reaching out to us about your reservations. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible. 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 Urgent Care team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible. Thanks for your patience! Regards,

Posted 2 years ago

“DO NOT USE I have previously booked with SnapTravel and had a great experience, but in my first time booking with SuperTravel it has been a complete disaster. Customer service is non-existent. I made a reservation, then once I paid in the fine print of the PDF invoice there was another $78 fee noted. No where on the SuperTravel site was an additional fee noted—not on the hotel listing page, not in the cart, not during checkout. I contacted SuperTravel via their help chat immediately to cancel this reservation as it was not going to be the price advertised and a complete misrepresentation. The chat advised me they are unable to change the fee–it is not the amount of the fee, but the undisclosed fee as a whole I was disputing. I asked for a manager to contact me, who by email gave the same response. I have now tried to contact them over 10 times by email and every email I send gets a response that my case is closed. THIS SITE IS A SCAM. I travel often and am aware of all types of hotel fees, but everything is noted BEFORE you book. Not in the fine print after. DO NOT TRUST THIS SITE.”

Helpful Report

Posted 2 years ago

We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. Please note that our travel partner did include the room rate and hotel fees in their price. SuperTravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion.

Posted 2 years ago

“I arrived at hotel to find that Super Travel had cancelled the reservation hours before. Never told me and when I called they did not call back with one, despite assurances that they would. They still charged my credit card, and I am now undergoing dispute resolution with my cc company. If I could give them less than 1 star I would.”

Helpful Report

Posted 2 years ago

Hi Richard, Thank you for reaching out to us about your reservation. We are truly sorry to hear about your experience. 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. From now on, any resolution or updates must continue through your financial institution. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“Supertravel absolutely screwed us over on the coldest day of the year with our dog in the car. We went to embassy suites and they told us twice there was NO bookings for us. We called supertravel and Che told us to just go find another hotel and they'd reimburse instead we got charged for both hotels They tried to lie saying we had reservation and that the front desk didnt say it was FULL. Please beware of this service and company. Its ran by the uncaring and worst of all people who will LIE to cover their mistake. Karma is real.”

Helpful Report

Posted 2 years ago

Hi Scott, We are truly sorry to hear about your most recent experience with our Support team and the concern you have with the reservation. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly. Thank you.

Posted 2 years ago

“I am a 78 year old Airforce Veteran and my wife is a 76 year old breast cancer survivor...we are on a fixed income and have disabilities that require a handicap accessible hotel room. We also still love to travel with our service animals and enjoy everything this amazing country has to offer (food, nature, historic sites, visits with our loving family and friends)...we have often used SnapTravel and always received acceptional service in regards to our needs for disabilities accommodations. Unfortunately, our very first experience with Super Travel after the merge with Snap Travel was a disaster...we requested handicap accessibility (written verification on our email confirmation from Super Travel), but the hotel we booked did not have any handicap accessible rooms available when we arrived. They graciously canceled our reservation in person with no argument, HOWEVER, Super Travel kept all of the fees for 5 nights of stay at the hotel...a total of $492.64. We immediately contacted Super Travel to have our reservation transferred to another hotel in their portfolio that had an available handicap accessible room, but they stated that we were informed in the small print that they were not responsible for any issues once the reservation was confirmed. Did I mention that we are a disabled, retired couple on a fixed income?? Needless to say, we will NEVER use, in good conscience, a travel app that displays such a gross and sociopathic disregard for vulnerable citizens who are still able to enjoy Travel and Leisure. Please take this into consideration when you choose to book with Super Travel. It takes a village to show upper-level management when their bottom-line decisions are unconscionable and a violation of basic human rights! Date of experience: November 05, 2022”

Helpful Report

Posted 2 years ago

We are truly sorry to hear about your most recent experience with our Support team and the concern you have with the reservation. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly. Thank you.

Posted 2 years ago

“It did not clearly state that there would be additional fees that almost double the cost of the stay!”

Helpful Report

Posted 2 years ago

Hi Marius, We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. Please note that our travel partner did include the room rate and hotel fees in their price. SuperTravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking.

Posted 2 years ago

“Unable to complete my reservation. Tried calling customer service and given a higher rate than what was shown online. Very frustrating and time consuming.”

Helpful Report

Posted 2 years ago

Hi Diana We’re sorry that you had trouble using our service. Please note that the rates you see online might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable. In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations. We hope we have clarified your doubts and concerns.

Posted 2 years ago

“I have stayed at super 8 on memorial blvd in port Arthur Texas on and off for years. Never had a problem until my last stay on 10/22/22. I had checked in at 11:24pm and after getting to my room to freshen up. A hour or so later I went out to leave to grab a bite to eat. When walking up to my car I noticed a lot of damage to the back door on my drivers side. Someone had hit me and left the scene. Causing me thousands of damage to my 2 yr old vehicle. I went to the front desk informing the representative what had happened. The young lady was kind and showed me the monitor of camera views. I saw the one with clear view of where I was and had been hit. Feeling relieved because the cameras show so clear I knew it had the footage I needed to reveal all I needed to inform my insurance company of to the person responsible for damaging my vehicle. The representative informs me that only the manger/owner has access to play the cameras back. I left my name, number, email, and car description and location I was parked at the time of the incident . I followed up with another representative next day. Still no update. On the night of the next day I got a call from the hotel at about 11pm at night. A front desk rep called to inform me the owner said he didn’t see any footage of the incident. I know that there’s no way it wasn’t caught on camera! The owner refuses to meet with me and let me see the hour time frame of the camera where my car was parked. As a loyal guest I thought the owner would work with me to help out a victim of hit and run that happened in his parking lot at this hotel. But I am now seeing that the owner does not care to help me out. So beware of anything happens to your vehicle during your stay don’t feel comforted by the cameras. Because management does not care to help.”

Helpful Report

Posted 2 years ago

Hi Amy, We are sorry to hear you had trouble with your vehicle during your stay, and we hope the hotel can assist you with the needful to manage the case with the authorities. This being said, we kindly ask you to revise this review as it is not addressed to the SuperTravel service.

Posted 2 years ago

“Take too long to confirm reservations and price changes. They force you to wait for their Ticket providers and assured you you have a ticket but waiting on the airlines confirmation. At the end 3 days later tickets prices went up and they just canceled”

Helpful Report

Posted 2 years ago

Hi Sandra, we are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.livesuper.com/support/solutions/articles/48001209680-how-to-contact-snaptravel

Posted 2 years ago

“This site arbitrarily changes your reservation dates to capture revenues for days they haven't already sold. I was directed here while searching on Trip Advisor for a room at the George Washington in Winchester, Va. Trip Advisor claimed to have rooms available through this site for the day I needed. I tried several times to book the various rooms that Super Travel claimed to have available, entered my cc number and then the room chosen was unavailable. After the 3rd try, this ripoff company reverted to today's date, three days sooner than I needed the room and I didn't notice. I hit booked and of course that one went through. Today is Sunday, I had been searching for Thursday. They won't refund the money for the room they booked for me on a day I didn't request.”

Helpful Report

Posted 2 years ago

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. Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.livesuper.com/support/solutions/articles/48001209680-how-to-contact-snaptravel

Posted 2 years ago

“Booked a hotel and after paying for it and charging my card I got a notice saying the price went up and I would have to pay more and re-book it to get a reservation. Problem is my card was already charged so I could not re-book it. Customer service refused to do anything about it and I was scammed out of my money and my hotel reservation.”

Helpful Report

Posted 2 years ago

We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.livesuper.com/support/solutions/articles/48001209680-how-to-contact-snaptravel

Posted 2 years ago

“I booked a room through this site. When I arrived at hotel, I was informed I could not stay there due to the fact hotel did not have any hot water. The front desk person also stated that he had contacted the sites and told them not to book any other rooms. It was around midnight when this incident occurred. I went to another hotel to get a room but I definitely did not book through this site. When I called supertravel the next day to discuss the situation, they basically told me there is nothing they can do. The lady wanted me to call the hotel and ask them to approve a refund and ask their name. Then call supertravel back and give them the information. Well when you call OYO hotel you do not get the front desk so of course I could not speak to anyone. I then looked up the site to contact supertravel directly. I explained the situation through chat with them. When asked how I would prefer to be contacted I said by phone, however the only communication I have been able to have with them is through email. They also have not been able to get through to hotel. Oh they did just email and tell me I could send them the invoice from the hotel I was able to get a room and they could issue the refund. However, I do not have this because when the guy asked of I wanted it I said no. I was no near home and it would be one more thing for me to keep up with. Even after sending an email reminding them I have asked several times to speak with someone over the phone no one has called. Just wanted to post this for others to see so that hopefully it will save them unnecessary hassle.”

Helpful Report

Posted 2 years ago

Thank you for the review! We are truly sorry to hear about your most recent experience with our Support team, and about the issue you encountered at the hotel. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly. Thank you.

Posted 2 years ago

“I was very unhappy with this company. Thought I booked a room but only after paying do it reveal that the price you paid is not for the room it self. I called customer service and was told it's a service fee, but I was confused as to what service was provided.. I could simple go to any other website and book my room for free.So it left me to wonder what did I pay for if the room is not included in the price. I basically gave free money to book my own room. Which again I could have done elsewhere for free.”

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Posted 2 years ago

“Overcharged, never use again”

Helpful Report

Posted 2 years ago

Thank you for reaching out. We are truly sorry to hear how you feel about our service. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents would be happy to look into this further as soon as possible. All our contact information is available on app and site: https://snaptravel.freshdesk.com/support/solutions/articles/48001189520-how-to-contact-us We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“They cancelled my hotel reservation 24 hours before the check in in Italy!!”

Helpful Report

Posted 2 years ago

Thank you for reaching out, Andreia. We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents would be happy to look into this further as soon as possible. All our contact information is available on app and site: https://snaptravel.freshdesk.com/support/solutions/articles/48001189520-how-to-contact-us We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“Total Scam!!! I paid Snaptravel over $500 for a hotel room to attend a wedding that unfortunately was canceled due to the pandemic. When I contacted them with the situation, they provided me with a voucher to use when the wedding got rescheduled instead of a refund. When I went to use the voucher, the hotel said that it wasn't valid and I needed to work with Snaptravel. When I contacted the company, I spent over 4 hours being transferred to multiple customer service reps all giving me the same answer that there is nothing that they could do to help me. Now, when I am actually attending the wedding at the same venue, I am out of pocket again for the hotel fee, out $500+ of my hard earned money as well as 4 hours of my life I will never get back. Do yourself a favor and trust any other travel site and avoid this one.”

Helpful Report

Posted 2 years ago

Thank you for reaching out. 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. We really appreciate your patience so far and the time spent explaining your concerns with this reservation This matter has been escalated to our Urgent Care team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible. Thank you.

Posted 2 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