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

“SnapTravel Holding up my $240 We booked the hotel through snapTravel and the booking was cancelled due to covid19. Instead of the refund into my creditcard, SnapTravel added $240 credit into my snapTravel id. I accepted that as we were definitely planning to book something in future. Now I tried several times to book some hotel in the past few months at different locations, each time I am getting the below message which mean I cant use this credit at all. SnapTravel is not helpful, they only text me to try find another hotel. I spent several weekends to find any sigle hotel which will accept this credit on their app but no luck at all. "After looking into your reservation, it appears it was processed directly through one of our travel partners. To be transparent, we work with many travel partners to get you the best deals. For this particular travel partner, credits cannot be applied directly to the booking. We appreciate your understanding."”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. Unfortunately, we are unable to identify your booking through the information provided in this review. 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 will be more than happy to assist. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“Terrible customer service. Use another travel agency. To many issues to list how poor the service is. The line “Thank you for understanding” does not solve any problems.”

Helpful Report

Posted 4 years ago

Hi Paul, thanks for reaching out to us and we're sorry to hear about your experience. Please note that upon reviewing your case, we've looked at the cancellation policy associated with your booking and it's non-refundable, non-amendable. This means that we cannot make any changes to the booking, including changing the dates. Unfortunately, your booking does not qualify 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. We apologize for the inconvenience.

Posted 4 years ago

“Horrible horrible customer service!! We booked a 2 night stay back in July, the hotel said they would have proper social distancing but unfortunately they did not. I was 36 weeks pregnant at the time and not comfortable with the amount of people at the resort water park. We requested a refund for our second night which the hotel gladly granted but the refund would have to be through snap travel. We contacted snap travel telling them that the resort sent us a confirmation that they’ve refunded them and that Snap Travel can now refund us. We’ve contacted Snap Travel so many times and have only been passed off from employee to employee. No one seems to want to contact us over phone, only through text message. One employee told us we would be refunded (this is in September) then the next says corporate will review. Now it’s November and we just heard that apparently our request for refund has been DECLINED. What company is refunded for a customers cancellation and keeps the full amount of payment??? A really sucky one like Snap Travel.”

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 as a third-party booking service, we work with many travel partners to provide our guests with the best deals on hotel rooms. Upon reviewing your case, it appears that our Amendments team had reached out to our travel partners regarding your refund request, but unfortunately, the request had been denied. Therefore, as we've been charged for the full amount of your stay, we are unable to move further with this case. We understand this is not the outcome you wanted nor what you expected, and we apologize for the inconvenience caused.

Posted 4 years ago

“Im not going to write a whole paragraph, just a terrible experience use a different service.”

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 there were concerns about the resort fees that the hotel charged. Please note that it's a standard practice for hotels to charge guests a deposit and resort fee for their stay. All this information is communicated and can be found on the booking page and confirmation page. Therefore, as this information was made clear throughout the booking process, we are unable to move any further with this case. We apologize for the trouble caused.

Posted 4 years ago

“SnapTravel are a 3rd party booking company - They present as a company that will support you, and are able to look after you fully and can stand on their own two feet in business terms. They can give you some fantastic deals, I have had some of those, and when it works, it is a great deal and I would not hide that. I am an experienced independent traveller, when it goes wrong, forget about it - You cannot get to speak to a customer service rep - You can get mixed and inaccurate messages vie SMS and E mail but it will be time consuming and also , out of their hands as they are a 3rd party booker with a small group of staff . Ultimately, they handed your booking to someone else ( they will not divulge who - and I get that is commercially sensitive info ) and leave you high and dry. I love travelling, I want to encourage people to do it as soon as it is safe. Having to write negative posts like this gives me no pleasure whatso ever. However if you have booked and are going on a special trip and it doesn't work, you need to be aware of honest reviews from people who have seen both sides of SnapTravel , not 1 off posters . I have communicated by sms and e mail for transparency , and given my e mail and name, I would not post anything that I would not personally stand by or verify .”

Helpful Report

Posted 4 years ago

Hi Martin, thank you for reaching out to us, we're sorry to hear about your experience. In the future, In the future, please type in “Agent” in your existing chat conversation for immediate assistance. At that time, one of our 24/7 live agents will be happy to assist you.

Posted 4 years ago

“Travel disrupted by COVID and not eligible for refund. Appalling, especially as the hotel itself allows refunds.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking through the information provided in this review, 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. Thank you.

Posted 4 years ago

“Got booked in a dirty room that had FOOD still in it and bed bugs. Didn't stay even and snaptravel refused to refund the price.”

Helpful Report

Posted 4 years ago

We're sorry to hear about your negative hotel experience! As we're a booking service, the quality of the hotel property is hard for us to control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. In the rare case the hotel sends you our way, please ensure you get confirmation that they will discount or refund your stay. We will require that to process your case. For more information, please visit our help page -https://snaptravel.freshdesk.com/support/solutions/articles/48000989243-what-happens-if-i-don-t-enjoy-my-hotel-stay-

Posted 4 years ago

“This is the worst booking site ever save yourself the stress and trouble with dealing with these scam artist”

Helpful Report

Posted 4 years ago

Hi Desmond, thank you for reaching out to us. Upon reviewing your case, it appears that it has been resolved as you were able to check-in at the hotel. Apologies for the inconveniences caused.

Posted 4 years ago

“This company must buy reviews so they can steal from the real customers. Booked a budget hotel through snaptravel, arrived at location booked, and was told I had to pay still. Thinking the charge did not clear I obliged. Weeks later I look at my charges and see that not only did I get double charged, but they also have no customer service phone number. I looked up snap travel and read many other reviews and this happens often.”

Helpful Report

Posted 4 years ago

Hi Richard, thanks for reaching out to us. Unfortunately, we are unable to identify your booking through the information provided in this review. Therefore, we kindly ask that you return to your existing chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“Very unfriendly customer service.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking through the information provided in this review, 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. Thank you.

Posted 4 years ago

“I did not get a confyemail or sms. But the money is taken from my account!!! And cannot reach out to your customer service. What a scam!!!!”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking through the information provided in this review, 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. Thank you.

Posted 4 years ago

“I tried to book a hotel. They took two charges out my account through PayPal and I never received a confirmation email or anything. Now I’m out almost $200. PayPal says I need to take it up with the merchant but have no way to contact them.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking through the information provided in this review, 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. Thank you.

Posted 4 years ago

“We stayed at said hotel, there were sanitizing issues with hotel during covid period, we didn't even want a refund, the hotel said they would give refund we accepted, and now snaptravel have decided to keep the money for them selves we still havnt gotten a refund and it's been over 3 months”

Helpful Report

Posted 4 years ago

Hi Nathan, thanks for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that our team has reached out to our travel partners requesting a refund for your booking but was denied. Therefore, as we've been charged for the full amount of your booking, we are able to provide you with a refund and move any further with this case. We apologize for the trouble caused.

Posted 4 years ago

“STAY AWAY 1. Booked a room 2. Needed to change the date (1hr after booking). And the hotel had the room available (but they can’t do much as you pay to SnapTravel) 3. No refund (and if they “allow” it’s a $30 fee, I’m not sure what for) To summarize, they took my money and couldn’t let me use them to get available room at the same hotel. I really hope this company won’t survive for long as it’s my first and the last time using them.”

Helpful Report

Posted 4 years ago

Hi Roman, thanks 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 regarding your request, and is currently waiting for a response. Please note that any updates regarding this case will be provided to you through your existing chat thread. Thank you for your patience.

Posted 4 years ago

“Worst customer service and false information when buying. Don’t use, no matter the price. Because they won’t actually give it to you! Worst ever”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. Please note 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.

Posted 4 years ago

“I booked through SnapTravel in February 2020 for a reservation in Mid November 2020. Few days out of check in date, I called the hotel and was told my booking was cancelled by SnapTravel in June 2020 and I was never notified and the money not refunded to me. I'm not left booking another hotel, last minute, at premium cost, as the hotel I had booked is fully booked up.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. Upon reviewing your case, it appears that our Amendments team has reached out to our travel partners regarding this case and is currently waiting for a response. Please note that any updates will be provided to you through your existing chat thread. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“This company is a HUGE SCAM. Our family is out over $450. A class action lawsuit is long overdue.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. Unfortunately, we're unable to identify your booking through the information provided in this review. We kindly ask that you return to your existing chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist. Thank you.

Posted 4 years ago

“Horrible. I paid 111 for a homeless family with kids on Halloween. We we went there so I can show my I'd because I PAID... THEY LA QUINTA INN. TOLD ME I need a CASH DEPOSIT OF 250 for residents. I DONT HAVE IT LIKE THAT. I CALLED THIS BOGUS COMPANY WITHIN MINUTES OF MAKING THE RESERVATIONS. THE PERSON FILLED OUT THE INFORMATION PART WHICH HAD A ADDRESS IN BAKERSFIELD. (I am not from here I only filled out payment.) Not once was it mentioned a 250 CASH DEPOSIT. I spoke and texted your bs customer service. .”

Helpful Report

Posted 4 years ago

Hi Merideth, thanks for reaching out to us and we're sorry to hear about your experience. Please note that we've escalated your case to our Urgent Care team who will reach out to you shortly with next steps. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“Hotel would not even honor the booking and said Snap Travel is just a big scam. I am now out $80+ im going to have to try to get back, plus another $103 that i had to pay to get the room. DO NOT USE THESE CROOKS”

Helpful Report

Posted 4 years ago

Hi Larry, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking, 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. Thank you.

Posted 4 years ago

“I normally use Booking.com and never have an issue with them being somewhat flexible in emergencies. I thought I'd try Snaptravel this time as their prices were about $15 less. Big mistake! I had car trouble and needed to push my reservation ahead by ONE day. Still wanting to stay 2 nights. But there was no alternative to just push it out one day. No way to contact a customer service representative on the phone. Then I checked BETTER BUSINESS BEAUREAU and found they had well over 500 complaints in the past 3 years! Then checked their reviews and it was pure complaints with the same response from Snaptravel in almost every response message. Big lesson for me to always check-out reviews/complaints before trusting a 'seemingly' legit company... I ended up paying for a night that I couldn't use. NEVER again with this company.”

Helpful Report

Posted 4 years ago

Hi Connie, thanks for reaching out to us. We've looked at the cancellation policy associated with your reservation and it's non-refundable, non-amendable. This means that we can't make any changes to the reservation, including changing the dates. Thank you and we apologize for the inconvenience.

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