Super.com Reviews

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

4.5 Rating 6,007 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,007 reviews

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

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had a booking with them and contacted to cancel 2 days prior to checkin due directly effected in winter storm. They denied the refund and put a blame on hotel’s policy and told me to take it to hotel management. Funny thing is, I had another booking with the same hotel for same duration and they could cancel it with full refund. Poor customer services, lack of empathy and all lies.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Please note that we've reviewed the policy on this booking, and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“I couldn’t check in”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out. Please note that our Urgent Care Team is still working on your case. For immediate assistance, we kindly ask that you navigate back to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“they are very strict with cancelation policy's or any small changes even a few minutes after the booking so if you make any mistake they will not refund you, so basically now with the coved-19 problem i would you recommend not to book with them”

Helpful Report

Posted 4 years ago

Hi Joseph, thanks for reaching out and we're sorry to hear about your experience. It seems that you're referring to a non-refundable, non-amendable booking. A cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“I had a booking with snaptravel for the 15 of February and checking out on the 16. They book me for the 16 and checking out in the 17 where I would be out of the country they refuse to book me on the 15 and refuse to give me back my money. Costumers service doesn't exist in this company there very rude and they didn't let me speak to their supervisor. Dont ever book with them. In the same night its snowing and I dont have a room this is the way they treat human beings.”

Helpful Report

Posted 4 years ago

Hi Alex, thanks for reaching out and we're sorry to hear about your experience. We've reviewed the policy on this booking, and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“I booked a hotel for one night. I paid the additional $5 to cancel. I received a call from the person I was to meet with. She advised that a huge storm was on the way. I was driving there. Unfortunately, the date to cancel had passed (it was only one day). I did not want to cancel, merely change the date. Snap Travel was INTRANSIGENT!! They absolutely REFUSED to change the date, citing their "policy." They refused to be understanding or empathetic. Further, it is impossible to reach a live person. Each communication is canned. NEVER AGAIN!! I will return to Travelocity or Expedia.”

Helpful Report

Posted 4 years ago

Hi Susan, thanks for reaching out and we're sorry to hear about your experience. It appears that you are referring to a non-refundable and non-amendable booking. A cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“Why use SnapTravel when there are… Why use SnapTravel when there are trustworthy travel sites out there. They may be cheap, but don’t expect any help if anything goes wrong. After COVID forced us to cancel our reservation we notified both the hotel and SnapTravel. The hotel promised us a refund however SnapTravel notified they had contacted the hotel and they had refused. The hotel confirmed that SnapTravel hadn’t contacted them. We challenged SnapTravel but all we had was standard responses asking us to chase the refund up. Even after the hotel reimbursed SnapTravel they still asked us to provide them with evidence and it was only when we threatened to escalate our claim did they refund us. So many travel agents so why use SnapTravel. Never again.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Kindly note that our negotiation for a refund isn't always directly with the hotel. We have to involve a number of partners, who can be very strict about the non-refundable terms of the booking. Upon reviewing your case, it appears resolved as a refund was successfully issued to your account. Apologies for the inconvenience.

Posted 4 years ago

“Booked a room a month in advance and didn't get promised room. Condescending customer service. No help.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Please note that room types are subject to availability of the hotel. For immediate assistance, we ask that you kindly navigate back to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist. Apologies once again for the inconvenience.

Posted 4 years ago

“Awful. I tried to book a last minute room but accidentally booked the incorrect dates. I was unable to get a refund due to being "non refundable" and they wouldn't let me change the dates, stating it was the hotel. This was the last of my money until I am payed and I have nowhere to stay now and no way of getting my money back. Customer service told me there was nothing they could do and gave me no options. Do not use this company, they have no concern for their customers. Thought I was getting a deal, literally was stolen from. Paid for services and received nothing.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. It looks like you are referring to a non-refundable and non-amendable booking. Cancellations on these types of bookings will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“Horrible company absolutely horrible. No customer escalations department. They do not care about customers. Whatever you do DO NOT BOOK WITH THEM”

Helpful Report

Posted 4 years ago

Hi Debbie, thanks for reaching out and we're sorry to hear about your experience. Kindly note that in order to receive immediate assistance, we ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist you. Apologies once again for the inconvenience.

Posted 4 years ago

“I unfortunately booked with snap travel. But due to unforeseen covid lockdown we are unable to check into our booking. I tried to change my booking numerous times to a different date but even that was impossible. So quick to take your money for bookings but not so helpful to customers when circumstances arises out of our control. We couldn't even change our dates with the actual hotel we booked with because we had to go through snap travel. Which in the end was completely impossible and a waste of money. Disappointed in their service to say the least. It shouldn't have been that hard just to change the dates or even to speak to a real person. Crazy”

Helpful Report

Posted 4 years ago

Hi there: thanks for reaching out and we're sorry to hear about your experience. We've checked the cancellation policy on your booking and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. For immediate assistance, we ask that you kindly navigate to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist. Thank you for understanding.

Posted 4 years ago

“Awful service. The hotel did not accept me at check-in, cancelled my reservation and Snaptravel did not refund me because "it's not their fault" it's hotel's fault and they cannot help me ... Scammers! Kerp away from these people ...”

Helpful Report

Posted 4 years ago

Hi Helton: thanks for reaching out and we're sorry to hear that you had having trouble checking in. In situations like this, the hotel management is entitled to enforce their policies about permitted guests. We cannot intervene, as they have the final say about who they allow to stay at the property. If you have any questions about their policies, we recommend discussing directly with hotel management.

Posted 4 years ago

“Snaptravel was a huge disappointment. We had to cancel last minute due to learning of exposure to covid. We tested negative on the rapid test and have no symptoms and could have totally used the hotel room but we canceled out of an abundance of caution for the safety of others. Snaptravel would not issue a refund and did not even offer a credit for future use. It was NOT worth the minimal savings - we wish we would have booked directly with the hotel. They would have been much easier to work with...”

Helpful Report

Posted 4 years ago

Hi there: thanks for reaching out and we're sorry to hear about your experience. We've looked at the cancellation policy on your booking and as it's non-refundable and non-amendable, a cancellation will not result in a refund. This was communicated on the booking form, and later on the confirmation page. Thank you for understanding.

Posted 4 years ago

“Snaptravel affords no leeway in refunding cancellations, even under dire circumstances (physical incapacitation, covid-19 contraction). If you miss their 6 day window, you're SOL. Regardless of legal terms in the contract; these are unparalleled times, and reasonable cases should be judged on the basis of their reasonableness and should be afforded decency and charity to a company's customer base. Snaptravel is clearly disinterested in preserving their reputation and doing the "right thing". Don't waste your time with the people. Reserve with a competitor who has a heart (and working brain, for that matter).”

Helpful Report

Posted 4 years ago

Hi Chris, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, our Amendments team is currently working on negotiating your refund request with our travel partners. Please note that this process may take 10+ business days and updates will be provided to you via your existing chat thread. If you require any further assistance, please return to your original chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“I booked a hotel with Snaptravel and two days before my arrival day I tested positive for Covid. Snaptravel is not refunding anybody for Covid related cancellations if you booked after April 14, 2020. Completely egregious business practice, unlike other travel sites such as hotels.com or booking.com, which refund for Covid regardless of when your reservation was made. Customer service consists of a quick email reply telling you that your request for a refund has been denied. No investigation whatsoever involved. If they can’t handle the volume with cancellations, then maybe they shouldn’t be in the travel business. DO NOT Use this service. I am in the process of informing the hotel and all of the credit card companies that I do business with to beware of snaptravel.com. An American Express representative had some unflattering things to say about them as well. Use hotels.com or booking.com. It might be a few dollars more, but they won’t rip you off if you get sick.”

Helpful Report

Posted 4 years ago

Hi Jeff, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it has been escalated to our Amendments team who will be directly reaching out to you, via your original chat thread, and providing you with next steps. In the future, if you require immediate assistance, please return to your original chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“Do not use Snaptravel! There is no phone number for customer service, the fb messenger responses are computer generated as are the email responses, and they don't respond to texts. I tried canceling a booking. The fb messenger didn't recognize the confirmation number I'd been given, and the automatic email response said that since I'd made the booking after April of 2020 it couldn't be cancelled. That is their response to covid. It's a scam.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. It looks like you are referring to a non-refundable, non-amendable booking. The terms are communicated to you throughout the booking process and finalized upon confirmation. If you require immediate assistance, we ask that you navigate to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist you. Apologies for the inconvenience.

Posted 4 years ago

“I had to cancelled my booking because my covid test came out positive, and I file the form snaptravel has for covid asking for re refound or change dates and they just send me email saying, At this time, your booking is not eligible for our modified cancellation policy. This is because you have: - Submitted a booking that was booked on or after April 14, 2020 To me this dont make any sense why Im not gettinh my refound. They doing nothing they are lying with covid policy and not helping at all. B_2292216, B_2292009”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, our Amendments team had reached out to our travel partners to negotiate your refund request, but unfortunately, the request was declined. As a result, we were charged for the full amount for your bookings and therefore, unable to provide you with a refund. Furthermore, as you have filed a chargeback on this booking, any compensation will now have to come through your financial institution. We understand that this was not the outcome you wanted nor what you expected but we are unable to move any further with your case. Apologies for the inconvenience

Posted 4 years ago

“Terrible experience! Customer service is a joke. Couldn’t amend my booking, I was nearly left on the street, thanks to hotel who helped. Then they refused to provide invoice, claimed that hotel has to do it. However hotel told that they received only half of what I paid to snaptravel. I asked to escalate my complaint, but they reply that their supervisors don’t deal with such issues. All the replies absolutely inadequate! Horrible experience!”

Helpful Report

Posted 4 years ago

Hi Anna, apologies for the inconvenience. It looks like you are referring to a non-refundable and non-amendable reservation. The terms are stated before each booking and are finalized once completed, thanks!

Posted 4 years ago

“THESE PEOPLE LEFT ME STRANDED AND WOULD NOT FIX MY SITUATION THAT THEY HAVE PUT ME IN. ENDED UP IN A BED BUG INFESTED ROOM TO MY BOYFRIEND WAKING UP TO A BUG ON HIS FACE! Snap travel proceeded to tell me that it was not a health issue and that it was only a “quality” to not or have bed bugs and cancelled my hotel and left me stranded outside. Not worth the money to pay the less than the $20 in the regular price anywhere else don’t do it.”

Helpful Report

Posted 4 years ago

Hi Michael, thank you for reaching out to us and we're sorry to hear about your negative hotel experience. Upon reviewing your case, our Amendments team has reached out to our travel partners and are currently negotiating your refund request. Please note that this process may take 10+ business days and updates will be provided to you through your existing chat thread. If you require further assistance, please return to your original chat thread and type "Agent". From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist. Thank you for your patience and apologies for the inconvenience.

Posted 4 years ago

“Stay away all they are is a way to get your money and no service. So there service saves you a few dollars but no recourse if hotel is really bad. It's just a portal. Stay away.”

Helpful Report

Posted 4 years ago

Hi there: thanks for reaching out. 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

“Have contacted snaptravel numerous times to request a refund for an accommodation booking and get no reply”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us! Can you please provide us with your order ID so that we can look into this case?

Posted 4 years ago

Super.com is rated 4.5 based on 6,007 reviews