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 canceled my booking within 5 minutes of booking. It’s like 5 days didn’t get any refund. As they mentioned it’s already refunded. They don’t have any way to contact them directly. I will suggest please no one use this site for booking. They can steel your money. There is also they show very less price once you book they send you mail resort fee gonna be at hotel once you get there . What is purpose to make people fool by putting less amount than other sites.”

Helpful Report

Posted 4 years ago

Hello Arslan, thanks for reaching out. Please note that we have issued the full amount of your booking in Snaptravel credits. These can be used at any Snaptravel hotel within the coming year. For more information on Snaptravel credits please refer to the following Help Center articles: https://snaptravel.freshdesk.com/support/solutions/articles/48001009451-how-can-i-view-my-snaptravel-credits-

Posted 4 years ago

“get email cancel because of covid19 purchase nonrefundable but its not my mistake cancel why my money not back try many times to apply refund but robot who answer and reject my email and form that i filled it.. AUD $206.12 still not back until now..”

Helpful Report

Posted 4 years ago

Thanks for reaching out to us. After reviewing your case, your refund request for booking #B_1855286 has been denied. The reason we can not issue a refund is because you have filed a chargeback on this booking. Therefore, any compensation will have to come through your financial institution. We're sorry for the troubles caused.

Posted 4 years ago

“Difficult to work with. No flexibility in reservation. Makes it impossible for the hotel to help you and everything has to go through them. Very frustrating for hotel staff and for me as customer to work with the hotel. Painful middleman.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that it has been resolved as our team was able to negotiate a partial refund for your booking with our travel partners. Please note that this refund has been issued back to your original method of payment and it may take 2-3 business days for your bank to process and for the transaction to appear. If you require any further 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.

Posted 4 years ago

“I have never dealt with such a company. There is no way to speak to Customer service. They only have Facebook messenger. And they are very not helpful. And just cut u out of the chat whenever they don’t want to help you. It’s a huge Zero for effort”

Helpful Report

Posted 4 years ago

Hello David, thank you for reaching out and we're sorry to hear about your experience. Please note that our Amendment Team is still working on your request and we'll update you as soon as we hear back from our partners. If you require 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.

Posted 4 years ago

“Be careful! Easy reservation process. Great rates. However, you can never get a live person and it took almost a full year to receive a “sorry tough news” on a refund request due to a cancelled wedding due to COVID. The hotel kept the money as SnapTravel was unsuccessful in their negotiations and our hands were tied. SnapTravel basically said, “Your problem, not ours. We tried.” WON’T USE THEM AGAIN. My fault. I know better..If it’s too good to be true, then it probably isn’t. Be aware.”

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 a refund request on your behalf. Unfortunately, the request was denied by our travel partners. As a result, we have been charged for the full amount for your booking which is why we are unable to provide you with a refund. We understand that this is not the outcome you wanted nor what you expected, but we are unable to move further with this case. Apologies for the inconvenience.

Posted 4 years ago

“Don’t ever use it. It provided me the worst offer. It says they will match my price if I find better deal, but there are tons of terms and conditions for that. Also, there’s no way to contact them. No live chat , no email reply. If you think this party offers the best and Cheapest deal, nope. You might want to check again. Also, if something goes wrong, no way to contact them.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. The terms for our Best Rate Guarantee are highlighted on our help page. 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

“BEWARE!!!!!!!! THEY WILL TRY TO CHARGE YOU $30 TO MAKE A SIMPLE CHANGE TO YOUR RESERVATION SUCH AS CORRECT A TYPO ON YOUR NAME!!!!”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. There is a $30 fee for booking modifications. In order to provide our guests with the most competitive hotel rates, we charge small fees to cover the work required to make booking changes. We thank you for understanding.

Posted 4 years ago

“SCAM!!! Do not book with them just book with hotels directly. They send a confirmation email after booking that says you won't be charged any additional fees...unless you maybe have to pay additional fees. Sounds ridiculous because it is. After agreeing to issue refund for additional fees I was charged at check in, they took it back and refused to help me.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we apologize for the inconvenience. What you are referring to are the hotel fees which are mandated by the hotel and not by us. To view applicable hotel/resort fees for your booking, we ask that you navigate to the hotel's "About" section for more information.

Posted 4 years ago

“WARNING!!! READ the fine print!!! It shows FREE cancellation refundable. I booked a reservation on January 13 for the 22 to the 23 & would have needed to cancel on the 15th to get refunded. That is two days after I booked the hotel. There is NO phone number to talk to anyone for customer service. The form you can fill out doesn’t work well at all & took forever. The live chat is a computerized response & said they couldn’t find my booking. It always had the same computerized response. I called the hotel directly & they said it was booked through a third party. So it was booked. I will never book from this booking service again!”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. Upon further review of your case, it appears that your booking was fully refundable until the 15 of January, after which it becomes non-refundable and non-amendable. The terms are stated before each booking and are finalized once completed. Kindly note that for 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. We apologize once again for the inconvenience.

Posted 4 years ago

“Hidden charges... Even after you book The room.. that's right even after the room is booked... Check your statement closely... How can people do this to their fellow American citizens I'm no Angel I couldn't work for that company it's disgusting... I looked at the reviews on their site and there's absolutely no doubt they cherry pick what a disgusting outfit and I'm holding back there are other things... Beware brothers and sisters God bless”

Helpful Report

Posted 4 years ago

Hi Ken, thank you for reaching out to us. Please note that it's a standard practice for hotels to charge guests a deposit and resort fee for their reservation. This information is located in the hotel's "About" section on the booking page, and on the confirmation voucher after a booking is made. Therefore, as the requirement to pay these extra fees was made clear throughout the booking process, we are unable to move forward with this case. Apologies for the inconvenience.

Posted 4 years ago

“HORRIBLE experience with snaptravel. Booked a room the night before, received a confirmation email, then we arrived at the resort and they had no record of our reservation. The confirmation # did not work in the resort’s system. More than two hours and 7 snaptravel agents later, our hotel still does not have any information from snaptravel and we are continually getting passed on to a new “urgent care team” member with zero explanation as to what the issue is. Snaptravel is saying the reservation is totally nonrefundable, but our resort has no record the reservation even exists. If it were a cheap hotel I would care less, but we paid $350 for the one night and would like to be able to relax. I travel >60 nights per year and know that there are risks booking with a 3rd party agent, but good lord this is the worst customer service experience imaginable. Not at all worth the minor discount we received by not booking direct or with a more legitimate party like hotels.com, booking.com, etc.”

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, it appears that it has been resolved as our Urgent Care team had reached out to our travel partners and were able to retrieve your hotel confirmation number. As a result, we are unable to move further with this case. If you require further assistance with your booking, 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 inconveniences that were caused.

Posted 4 years ago

“SnapTravel took the booking and payment, yet never provided me with a booking number for the hotel I was staying at. This took 100 messages with BOTS that run their booking platform. Never again.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. Upon looking into your case it appears that your case has been resolved as our Urgent Care Team contacted our travel partners and were able to locate your hotel confirmation number. If you require further assistance, we kindly ask that you return to your initial chat thread and type in "Agent" after which you will be connected to one of our 24/7 live agents who will be happy to assist you. Apologies again for the inconvenience.

Posted 4 years ago

“Worse , can’t talk to live human . Is a scam . Trick you to do a cancellation so the can fix the problem but after you cancel you can’t do anything because their agreement said if you cancel you loose any credit or refund . What a joke . Not refund or credit issue . Book some where else .”

Helpful Report

Posted 4 years ago

Hi Enmanuel, thank you for reaching out to us. Please note that we only accept complaints & hotel documentation up to 30 days after the check-out date. This policy is in place because hotel front desks forget what happened, and we lose the ability to negotiate cancellations on your behalf. Furthermore, after reviewing your case, your refund request for your booking has been denied. The reason we can not issue a refund is because you have filed a chargeback on this booking. Therefore, any compensation will have to come through your financial institution. Apologies for the inconvenience.

Posted 4 years ago

“Absolute worst travel company. BE AWARE - NEVER BOOK WITH SNAPTRAVEL. Booked a trip to that had to be cancelled due to COVID, all my other bookings with Expedia, no problems- great customer service. Snaptravel refused to cancel/issue a refund because they said the “hotel would not do it” so I called directly to the hotel (Hilton Brand) and they said that they were allowing free cancellation on all bookings due to COVID. I told this to snaptravel and showed them it in writing and they STILL refused to cancel. Customer service was abismal to talk to, they had no intention to help and do not have your best interests in mind- focused on profit. I have used several other booking companies for lots of travel, never have they been as cheap as snaptravel. STAY AWAY unless you want to lose money.”

Helpful Report

Posted 4 years ago

Hi Nate, thank you for reaching out to us and we're sorry to hear about your experience. Please note that we only accept complaints & hotel documentation up to 30 days after the check-out date. This policy is in place because hotel front desks forget what happened, and we lose the ability to negotiate cancellations on your behalf. Apologies for the inconvenience. In the future, if you require immediate 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.

Posted 4 years ago

“I got charged twice! Once by Snap travel and then got charged by the hotel. Wtf!!”

Helpful Report

Posted 4 years ago

Hi Lewis, thank you for reaching out to us and we're sorry to hear about your experience. Please note that we've now escalated your case to our Urgent Care team who will reach out to you shortly with next steps. In the future, if you require immediate assistance, please return to the original chat thread you used to make a booking 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 it simply because it was laid out with no extra costs. Then I dug in and found the hotel charge after the fact hidden on a separate confirmation page. It was very sneaky and not straightforward. Also don’t allow refunds”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. It's a standard practice for hotels to charge guests a deposit or resort fee and this information is listed in the hotel's "About" section on our website. As the requirement to pay these fees were communicated throughout the booking process, we are unable to move any further with this case.

Posted 4 years ago

“Scammers! That is what Snaptravel is. Not only they don't refund any money due to covid lock downs, but they don't even pay the hotel. Just keep the money for themselves. That is stealing.”

Helpful Report

Posted 4 years ago

Hi Gabriel, 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 a refund on your behalf, however, the request was unfortunately declined. As a result, we were charged for your booking and are unable to provide you with a refund. We understand that this is not the outcome you wanted but we are unable to move any further with this case. We apologize for the inconvenience.

Posted 4 years ago

“I booked a hotel through Snaptravel and was shown a price of $238 total and it said includes all taxes and fees. When I got charge in card it was $348 the hotel said the rate is correct and Snaptravel is the one that messed up and referred me to them. At first Snaptravel acted like they would refund me the difference but now say to contact hotel and just gave me a runaround as they knew I already did. I purchased through snap travel they advertised the price and they need to fix it. I have screen shots and other proof as well. Snaptravel is bait and switch company”

Helpful Report

Posted 4 years ago

Hi Mike, 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 regarding this issue, and they were notified that the additional fees associated with the cost of your booking were listed in the confirmation email. Therefore, as the information was communicated during the booking process, and we have been charged for the full amount of your booking, we are unable to move any further with this case. Apologies for the inconvenience regarding this matter.

Posted 4 years ago

“Booked a room with snaptravel, got to the hotel one hour later and had no reservation. Chatted with snaptravel and they were taking care of it. I sit in the parking lot for 3 hour to finally be told they could not get me a room. Went back in the hotel and was told they just gave out the last room. Should had booked with hotels.com 4 hours earlier. Ended up staying in a really bad hotel because all others were booked. THIS COMPANY IS A SCAM!!!! I WILL BE LUCKY TO GET MY MONEY BACK!!! DO NOT USE THIS COMPANY!!!!!!!! I saved all correspondence in case they try to punish me for putting a negative. THE PEOPLE WORKING HERE DO NOT CARE!!!!!!”

Helpful Report

Posted 4 years ago

Hi Rodney, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that it has been resolved as our team has issued you a full refund and an additional 20% of your booking through Snaptravel Credits to apologize for the inconvenience that was caused. We understand that this was not the ideal customer experience and we apologize for the trouble.

Posted 4 years ago

“I have used this site many of times and thought it was the best until my current booking. Customer service is unhelpful and not aware of anything, horrible experience. I will stick with Priceline and other booking sites.”

Helpful Report

Posted 4 years ago

Hi Arryell, thanks for reaching out to us and we're sorry to hear about your experience. We've reviewed the cancellation policy associated with your booking and unfortunately, it's non-refundable and non-amendable. This means that we're unable to make any changes to the booking. Apologies for the inconvenience.

Posted 4 years ago

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