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

“FRAUD! They stated that there NO additional taxes. Then all of a sudden on arrival I had to pay City Tax. Good reviews are paid by bots. Don’t trust.”

Helpful Report

Posted 1 year ago

Hi Pavel, Thank you for sharing your feedback with us. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We understand that encountering unexpected fees can be surprising. It's important to note that hotels often have standard practices of charging a mandatory deposit and/or resort fees, and other mandatory fees directly to guests. Please know that the initial payment specifically covers the room, any added meal plans, and applicable sales tax. Charges for mandatory fees (resort fee, cleaning fee, service fee, municipality or city tax, Environmental tax, VAT, etc.) are to be collected by the hotel. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. We do want to bring to your attention that we do not have the ability to fabricate reviews, and we are glad that guests who had had great experiences with us are also compelled to leave their reviews. Everyone has the right to leave a review, as this is not exclusive to negative experiences. If further assistance is needed, feel free to reach out to our Support Team. Our dedicated live agents will be available to assist you. Sll our contact information is available on the app and site: https://go.super.com/3oyo1rk We trust this clarifies matters for you.

Posted 1 year ago

“WHAT A CRAPPY SERVICE BOOKED A HOTEL FROM HERE IN AUSTRALIA, NOW THERE TAKING A MEMBERSHIP THAT WAS HIDDEN IN THE BOOKING SOME WHERE, NO SUPPORT SERVICES, NO CUSTOMER SERVICE ONLY IF YOU LIVE IN LA OR NYC. ASKS FOR A USA PHONE TO LOG IN, I LIVE IN AUSTRALIA. CAN ONLY RING ON A NUMBER THAT DOESNT WORK. AVOID THIS COMPANY LIKE THE PLAGUE. LIVE CHAT DOSENT WORK.”

Helpful Report

Posted 1 year ago

Hi Kate, Thank you for bringing this to our attention. It seems there might have been a misunderstanding regarding your sign-up for the Super+ membership, as our process requires explicit consent from our users. You may have accidentally signed up for our optional Super+ membership program during a reservation process. You have full control, and canceling your membership is straightforward. The membership does come with various benefits, including Cash Advance, Credit building, and up to 10% Cashback on travel. However, if you've decided not to continue with the membership, we are more than willing to process a refund, as our primary goal is to ensure our customers' satisfaction. To initiate the cancellation process you can simply follow the steps in this Helpdesk article: https://go.super.com/KvOdxqY Alternatively, you can contact our dedicated team. at +1 (844) 461-2577 available Monday through Friday, from 8 AM to 7 PM, EST, or by sending an email at email paysupport@super.com. We trust we were able to clarify. Please note that we have a 24/7 Support team with live agents happy to assist. If you need further assistance, please do not hesitate to reach out to our Support team: https://go.super.com/ZormY3q We're here to assist you in the best way possible.

Posted 1 year ago

“Bad company with deceptive pricing they try and hide it and then they have the audacity to ask you for a tip - what a joke”

Helpful Report

Posted 1 year ago

Hi Jack, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We're here to clarify any confusion regarding our tip feature. Please understand that the tip is added during the check-out process, and you have full control to choose whether to add a tip or not. We certainly didn't intend for you to feel that it is required to complete the booking. Displayed rates may pertain only to the room, varying based on factors like room type, bed preference, and meal plan. Additionally, rates fluctuate due to chosen cancellation policies. Our hotel rates are dynamic, subject to changes based on demand and availability. While we aim for competitive rates, we can't control price fluctuations. When in need of assistance, all our contact information is available on the app and site: https://go.super.com/3oyo1rk We trust this clarifies matters for you.

Posted 1 year ago

“Made a reservation through this company and realized the next morning that I had chosen the wrong date. I contacted them and was informed that my reservation could not be changed because it was non-refundable on the same day I made the reservation. This is a scam. They got free money from me. The person I talked to was no help and I could hardly understand a word. If you use this company be sure to read the confirmation you receive for the refundable date. Do not recommend anyone use this site!!!”

Helpful Report

Posted 1 year ago

Hi David, Thank you for bringing this to our attention. We are sorry that you had trouble with the dates of your reservation. Please note that we cannot 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 that 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. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. The only exception that would allow us to issue a refund or compensation would be with hotel approval. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Attention scam! I had booked for 3 nights at San Diego orange cottage tree and the host Carlos never sent us the check-in information stating that the reservation had not been finalized while I had a confirmed and paid reservation through the Super.com portal. I contact them an they assured me that the reservation is confirmed and I can check in! Carlos the host tells me that he will send me the check-in instructions via email which will never arrive so I can't access the bungalow. I contact again Super.com (but the chat is only handled from AI!) and they just reply me that they are checking to help me faster as possible but after 2 hours they just tell me that the booking is confirmed and I can do the checkin!! They really don’t do anything to help me. So I had to find other accommodation at 1 in the morning! I asked for a refund for the reservation and they replied since it was a non-refundable reservation it was not possible! Reaally? Are they joking or are they all scammers? I was unable to use the accommodation because Carlos (Oramge tree cottage) was unavailable for check-in! Two cheats in one! So I have pay double for my stay in San Diego? Never happened to aomenthing like this with booking or Airbnb! Don’t use Super.com!”

Helpful Report

Posted 1 year ago

HI Alan, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. Our Support team was able to address and resolved the issue to settle the payment at the hotel. However, since you mentioned that there is check in information needed in order to check in, our support team who is reaching out to the accommodation and travel partner to investigate this issue. They will follow up with you as soon as possible.

Posted 1 year ago

“I have booked a room for 1 NIGHT and was up charged for a free continental breakfast. Apon arriving, the hotel said I WOULD NOT BE RECEIVING MY FREE BREAKFAST AND I NEEDED TO TAKE THIS UP WITH SUPER. I called super up and they didn't bother offering any refund of my money despite the UP CHARGE and told me they would escalate the situation and to wait on updates! It's is now 1 in the morning and I ask for a update and these people have still not resolved this situation. When I asked to be passed through to a manger the employee of super DENIED MY REQUEST! THIS IS THE WORSE CUSTOMER SERVICE I HAVE EVER HAD. DO NOT, AND I REPEAT DO NOT BOOK WITH SUPER.COM”

Helpful Report

Posted 1 year ago

Hi Amanda, We are 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. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“Confirmation Number: B_13882863 Paid a lot of money to the super.com, arrived to the hotel, waited more than 3 hours in the lobby as the hotel didn't get the confirmation and any proof of the full prepayment. My ticket has been forwarded to the "urgent team" that seems not as urgent as it is supposed to be. If you don't want to ruin your holiday choose the websites for hotels booking more carefully. P.s. after 3 hours of waiting got a reply from "urgent team" who told me that upon checking and verifying all the information they discovered that there's a hotel mapping issue with my booking and my reservation was confirmed at the 3-stars apart hotel instead of 5-stars superb luxury hotel that I booked. The only solution that I could get from them is a payment refund and a booking cancellation. This website took 3 hours from my life and ruined my holiday.”

Helpful Report

Posted 1 year ago

Hi Alex, Thank you for bringing this to our attention. We want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Despite these challenges, our dedicated Support team was able to address and resolve the issue by issuing you a full refund back to your account and sending you a credit available for your use. The full refund was already processed back to your account, and it usually takes 3 - 5 business days to reflect. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe. We apologize for any inconvenience you may have experienced and look forward to the opportunity to serve you again in the future.

Posted 1 year ago

“Never used them, but got charged for a room I didn't want and didn’t use. I now get 3 to 5 attempts per day to charge my credit card for 30.00. How can I make them stop? MY ADVICE IS TO STAY AWAY FROM THEM!!!”

Helpful Report

Posted 1 year ago

Hi John, Thank you for bringing this to our attention. As we cannot identify your booking through this review, we ask that you reach out to our Support team so we can further investigate and provide you with a resolution. We kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to assist you. All our contact information is available on the app and site: https://go.super.com/3oyo1rk We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“I made a booking confirmed it - at the last minute the told me that the hotel was full and they could not find another. I was in a foreign city at night with no place to stay. Now the will not refund my ticket!!!!!!!!! They are CROOKS no refund, no room. $145 down the drain”

Helpful Report

Posted 1 year ago

Hi Diana, Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to assist you. All our contact information is available on the app and site: https://go.super.com/3oyo1rk

Posted 1 year ago

“Bad experience, tried several times to make a reservation but each time it said that the room was not available at that price and shows a new one more expensive. I can not make a reservation but my credit card was blocked because of the several try to charge it. If it is not available it should not make a charge and then cancel it.”

Helpful Report

Posted 1 year ago

Hi Oliver, Thank you for bringing this to our attention. Our system updates in real-time, and sometimes, due to high demand, rates may change, causing availability to be quickly snagged up by others who are also booking. In select cases, the booking error may occur because your booking checkout expired (e.g., someone else bought the room etc). To fix this, please refresh your page, proceed to the original hotel page and re-select the room of your choice. If the error persists, we recommend waiting a few minutes for the rates to refresh. If the room and rates are sold out, we recommend exploring alternative dates for your stay or considering nearby hotels with available rates but please note that the hotel rates we sell are dynamic, which means that they are 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 trust this clarifies matters for you.

Posted 1 year ago

“It's a scam website, do not book anything on super.com. You can't even log in and change stuffs. Do not provide any card details at all. You can't delete that later. I had to change my debit card.”

Helpful Report

Posted 1 year ago

Hi Sajeedha, We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We want to let you know that on the booking page, you will be presented with a secure payment form. You can pay by credit card, PayPal or Apple Pay. No credit card information is ever stored on our servers and our website complies with the Payment Card Industry Data Security Standards (PCI Compliant). This is the most stringent level of certification available in the payments industry. As we cannot identify your booking through this review, we ask that you reach out to our Support team. We kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to assist you. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“Stay away. I booked with super.com and immediately realised that I booked the wrong dates by mistake. I email the website and the hotel saying that it was a basic mistake and if they could simply change the date it was only a couple minutes after. I never even asked for a refund. The Mercure hotel were very happy to help, although super.com were simply not doing anything at all to help and have taken my money, with nothing else I can do about it. It’s a shame considering I would have used them for lots of my frequent travel. Although I would recommend to stay away as they are not reasonable at all.”

Helpful Report

Posted 1 year ago

Hi Alex, Thank you for bringing this to our attention. We are sorry that you had trouble with the dates of your reservation. Please note that we cannot modify any reservations or change your research. Reservations are made based on your search criteria. It's important that 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. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. The only exception that would allow us to issue a refund or compensation would be with hotel approval. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Horrible experience with Gosuper.com! Third party (the hotel) has sent me documented proof that they have refunded to Gosuper.com my 2 nights of pre-paid and UNUSED hotel nights at the Hotel Murano. Gosuper.com Still has not credited $290 to my credit card telling me that the hotel has denied the refund! Gosuper.com is a scammer!”

Helpful Report

Posted 1 year ago

Hi there, We are 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. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.

Posted 1 year ago

“This is a scam site. They are fooling audience across globe and making them feel the worst in their good travel time. You’ll burn your money by paying to fraud site. Warning be aware of scam.com i.e, super.com You’ll book but once you’ll arrive for your stay, you’ll be pushed out of hotel because hotel will never receive or confirm the booking. Stay Safe People”

Helpful Report

Posted 1 year ago

Hi Kunal, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. Our Support team was able to address and resolved the issue. Please note that your reservation is well confirmed at Novotel Bishkek City Center, and we already provided you the hotel confirmation number through your email. We also noticed that you cancelled the reservation on Mar 18, 2024. We trust this clarifies matters for you.

Posted 1 year ago

“Booked a hotel through these scammers and upon arriving at the hotel I was informed that my reservation had been cancelled. So these worthless thieves caused me to have to pay for my room twice. I wish I could have 5 minutes alone with the CEO.”

Helpful Report

Posted 1 year ago

Hi Peyton, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We recognize that, as a third-party booking platform, there are instances in the travel industry that may fall outside our direct control. Rest assured; we've established robust procedures to minimize any inconvenience these might cause to our valued customers. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“Beware of this company. They are miss selling products and misrepresenting services on their website. We booked a hotel that did not have a working toilet for three days. The hotel did not provide support and compensation. And this agency said they have no control over the quality of the hotels They are associated with. Please go to reputable website, such as Hotels.com, Expedia, Booking.com, or trivago or Agoda. I would highly not recommend, recommend this company and avoid them from far away.”

Helpful Report

Posted 1 year ago

Hi there, We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance. For swift resolution, direct communication with hotel management is recommended as they can best address concerns and enhance your stay. We've checked our records and see that our Support team have tried their best to coordinate with the hotel to achieve a favorable outcome on your behalf. Unfortunately, despite our efforts, the hotel denied the request for a refund. They told us that they didn't receive a complaint from you during your stay. Therefore, we are unable to process a refund for this booking. It's crucial to note that our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request. Once you've obtained approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts. Your proactive engagement in this process will facilitate a smoother resolution, and we are here to assist you throughout. We trust this clarifies matters for you.

Posted 1 year ago

“Never use Super.com. They just ruin your holidays. Here their scam: They suggest prices and confirm them, even take you money however 1 week before they tell you they can and suggest a worst room for the price and you are trapped so you say yes!!!”

Helpful Report

Posted 1 year ago

Hi Benjamin, We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“I booked Holiday Inn in Cambridge through super.com. I booked the hotel and received a confirmation email. I travelled to Cambridge yesterday to find out there was no booking made for me at Holiday Inn. Super.com emailed me after the check in time to say they want to provide a room at alternate hotel. When I contacted the alternate hotel, they said they had no booking too. After five hours of hanging around after the original check in time, they had still not arranged a room. They emailed me after 8pm, asking to pay a 'security deposit', even though I had fully paid the money. They are obviously a SCAM website, who are lying to get people to book and then cheating them into paying double the amount out of desperation when they find out they have no where to go. How low can a company stoop to make money?”

Helpful Report

Posted 1 year ago

Hi Amita, Thank you for bringing this to our attention. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, our dedicated Support team was able to address and resolve the issue by relocating your reservation to the alternative hotel that you have agreed to. Also, please know that our Support team have sent you an email prior your check in date to inform you of the situation and to offer you the relocation option. We value your feedback, and as a demonstration of our commitment to continuous improvement, we would like to offer you a compensation sent to your account, which is already available to use for a future stay. This gesture is aimed at transforming your negative encounter into a positive opportunity for a future stay. We trust this clarifies matters for you.

Posted 1 year ago

“These are scammers. I booked the hotel on March 16, arrived at 2:00 in the afternoon just before check-in, but they did not provide me with a room, saying that there was no such room. I contacted supercom support. They said that they could not change the room to a better one and could not return the money. Although I booked a lot of hotels, they didn’t have such problems for 2 years, but now I was scammed and lost my money.”

Helpful Report

Posted 1 year ago

Hi there, We understand you might have reservations about our services, but we can assure you that we are a reputable and genuine company. Our credibility is affirmed by our features in esteemed publications such as the Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We are 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. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you. We appreciate your cooperation and look forward to assisting you.

Posted 1 year ago

“I made a reservation for 2 night's at a local Hampton Inn for visiting family on Christmas Eve 2023. They could not make it the first night (I knew we would have to still pay for that night) and showed up the second night with their 3 young children AND WERE TURNED AWAY. Not a fun holiday evening figuring that one out - AND WAS CHARGED FOR THE STAY ON THE NIGHT THEY WERE TURNED AWAY. I tried working it out with Super.com to the point where I intentionally let the credit card company close my initial dispute (I tried to remove my dispute 2 minutes after I made it because I decided that I should go to super.com first, but captial one wouldn't let me). So, I waited until Super.com had their full charge on my credit card, so that in good faith, they themselves could reimburse me for 1-night. But guess what, tons of emails resulted in my tough luck. Super.com played their cards right and ripped me off. Had I continued to dispute through my credit card company, maybe I would have been reimbursed $99. But, we had 0 night's stay and paid a full $198. NEVER will I use Super.com again nor should you.”

Helpful Report

Posted 1 year ago

Hi Michelle, Thank you for bringing this to our attention. We regret to learn about the challenges you've faced with your reservation. We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited. Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution. We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case. Thank you for your patience and cooperation in resolving this issue.

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