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

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“Super.com said in reply you have invoice for price breakdown but in the voucher they never mention their name "super.com" on voucher or on booking pdf file. Than how can anyone know its super.com voucher or we paid to super.com.”

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Posted 1 year ago

We have responded to your previous review.

Posted 1 year ago

“I booked a hotel in Mount abu through super.com My booking id is B_12703427 After 12 hours of my booking, i asked your super help agent via chat on your website that my booking is confirmed or not by hotel. Because it didn't show me on hotel bookings result. I said if i go to the hotel at my chak-in time and hotel staff said that your reservation not received or rooms are not available (many times it happens) than what should I do? Then your help chat agent "Ernabelle" said that 'your booking is confirmed in our system, however it is non refundable, we can't do anything'. (It means you collect money for only fake reservations? Collecting money on the name of travel company and do nothing? That is why we pay to you that you got reservations in your system and rest you don't know) Is this what your help chat super agent support your tursted customer? I didn't asked for refund even, it's my anniversary date so i booked it via super.com. and now not getting confirmation from super.com. even he/she didn't tell me that they share my booking details with hotel or not then how hotel reserve rooms for me ?”

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Posted 1 year ago

Hello Vishal, Thank you for bringing this to our attention. Please understand that as a third-party online booking platform, certain incidents outside of our control may occur in the travel industry. However, we have procedures in place to minimize these negative impacts. We are investigating the details of your reservations at this time, especially regarding your concerns about the property not having your reservation. Our team is committed to resolving this efficiently. We'll keep you posted on progress! Regards

Posted 1 year ago

“I have made reservations twice for Cosmopolitan Las Vegas. First time the reservation didn't show up I had book room myself and although I sent in evidence of payment never got my money back. Fwd: Super: IMPORTANT: YOUR SUPER TRAVEL BOOKING B_11947909 Second time I made reservations I had the same issue. The reservation never showed up at Cosmopolitan. I ended up sleeping in my car as there was no room available in Vegas. After being on hold for hours they want me to get Cosmopolitan to write a letter that they didn't have the reservation. It's a joke for me to go through this. When I called Cosmo they laughed at me. It would be Super responsibility to do that not the consumer. B_12127226 I have never had such a horrible experience. I travel to Vegas every week.”

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Posted 1 year ago

Hi Benjamin, Thank you for bringing this to our attention. We apologise that you had to face the same issue twice. We will definitely look into this property and check what's going on. Please understand that as a third-party online booking platform, certain incidents outside of our control may occur in the travel industry. However, we have procedures in place to minimize these negative impacts. Good thing is that we were able to negotiate and get you a refund on both the occasions. We value your choice to use Super.com and are here to support you in any way we can. Regards

Posted 1 year ago

“Charged $50 over price of hotel bill, called them to ask them why. They said they got a better price, they didn't. It was the same price as the hotel website. The hotel bill was $50 less than what Super.com charged my credit card, and during the transaction they texted me to say they saved me $38 and would I like to leave an $8-10 tip. They are disreputable, and BTW they want you to join and use their app for $14.99 per month. They are not about saving you money. They are about taking your money and leaving you nothing to show for it.”

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Posted 1 year ago

Hi there, Our hotel rooms are sourced from various partners, including well-known travel platforms and wholesalers, to provide you with the best rates. What sets us apart is our access to exclusive deals. While the hotel may provide you with a folio for your records, the invoice you received at the time of booking serves as accurate documentation detailing the breakdown of your charges. This invoice reflects the amount you were quoted and charged for. The price on the folio is not the retail price for the customer; instead, it represents the agreement between the hotel and our travel suppliers. The hotel adds their fees, and we include a small margin to cover our operational costs. We take pride in offering some of the lowest prices available, saving you money on hotels, so you can allocate more for the rest of your trip! For more information please check this link: https://help.super.com/support/solutions/articles/48001209671-how-can-supertravel-offer-such-great-deals- On another note, there are several benefits to the membership, including Cash Advance, Credit building, up to 10% Cashback on travel are other huge benefits! We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Tried to change our reservation dates 3 days prior to check-in due to a sudden illness. I was told that is not possible because the reservation is not amendable however, I could call the hotel and they could approve the change of dates. I called the hotel and the reservationist said they would be willing to change the dates but someone from Super.com would need to call them with an approval number. So, I called Super.com back and spoke to the same customer service rep (Gela) and said they have no way to make outbound calls. I asked to speak to a supervisor and she said they do not give that information out because it’s a “right of privacy””

Helpful Report

Posted 1 year ago

Hi Stacy, We are sorry that you had trouble with modifying your stay. Please note that your reservation is no longer within the grace period, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation, through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate the process, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Buyer beware!! They have horrible customer service and are unwilling to help!!!”

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Posted 1 year ago

We're sorry to hear about your experience, and we appreciate your feedback, Chelsea. To better assist you and address your concerns, could you please provide more details about the specific issues you encountered? 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.

Posted 1 year ago

“I have booked with Super app for a night stay 4th Jan 2023. When reach there, hotel say there is no name being booked under. Tried to contact Super agents, issue escalated to amendment team and gone silent. Still trying to chase for refund. My holiday is spoiled.”

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Posted 1 year ago

Hi Oscar, Thank you for bringing this to our attention. We will be investigating the details of your reservations, especially regarding your concerns about the property not having the reservation. To address your specific situation, we kindly ask you write to corporate@super.com as they will help you investigate and resolve the issue more effectively. We value your cooperation and appreciate your understanding as we work to improve.

Posted 1 year ago

“On December 22nd I suffered a miscarriage at 5 months pregnant. We were supposed to leave on a trip on December 25th. Super.com would not make any modifications to our booking no matter what medical documentation I provided them but instead kept reciting the same policy to me. I understand what your policy is. I was asking you to treat me with some humanity and simply change the dates of my stay to when I was medically sound to travel. It's a shame that your company cares so little for its customers. Buyer beware. JetBlue on the other hand could not have been more accommodating. It's easy to tell who will be getting my business in the future and who won't.”

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Posted 1 year ago

Hi Erica, Thank you for sharing feedback regarding your experience. We hope you are feeling better. We completely understand your concern, and it's important to us that you feel supported. While the booking terms are set for specific reasons, we're committed to finding the best possible solution for you. We are currently reviewing the details of your reservation, particularly in light of your concerns that the property had no problem changing the dates. Our team is committed to solving this problem efficiently. We'll keep you updated on the progress!

Posted 1 year ago

“Please who ever reads this realize you are getting scammed. Don't book with super.com.”

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Posted 1 year ago

“They know very well they are scamming you, with the hopes of getting away with it. I was redirected from kayak.com with low rates for a hotel. After initial payments went thru, they surprised me in email that there would be additional charges at the hotel. The additional charges at hotel per day were higher than the initial amount I paid for it. Obviously I walked out and my vacation was ruined. I rebooked thru booking.com, they were honest, transparent and upfront about all charges before asking for any payment. Super.com refused to refund payment excusing that all charges are non-refundable. I am still fighting them with american express.”

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Posted 1 year ago

Hi Ken, We understand that this was a last-minute booking, nonetheless, we must bring to your attention that the listing did include the room rate, hotel fees and deposit information. Super Travel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking as well as in the customer's voucher post-booking and payment receipt. It’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. This is separate from the room rate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. 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. 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 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. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“Super easy to pick out what you’re looking for with great prices”

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Posted 1 year ago

“My husband's work plans changed so we needed to modify our reservation by a day of our 2 day stay. I had made sure I booked a refundable rate as I'd wound up paying for a hotel with them another time when our plans changed last minute. I didn't realize the refundable rate still ended 3 days before the date of travel. A lot can change in those 3 days. The hotel had plenty of vacancies and had no problem changing it and said the third party (super travel) would just need to contact them. When I contacted them they just said I was out of luck as it was nonrefundable. First of all, it was refundable but within the 3 day window before the trip. I didn't want a refund, I just wanted to modify the dates and have them contact the hotel. Nope. So we're out $100 and I've learned my lesson. Book directly with the hotel.”

Helpful Report

Posted 1 year ago

Hi Cynthia, We are truly sorry that you had trouble with the cancellation of your stay. Please note that your request was not sent within the grace, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation through written correspondence, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate a cancellation or modificatio, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Good service and low prices for Hotels wide world”

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Posted 1 year ago

“HORRID COMPANY, SHAMEFUL. Would not refund a hotel booking when the actual hotel agreed. Could not go due to forces of nature, beyond my control. High winds cancelled the ferries, thus could not get to the hotel. Hotel was good about it when I called there to cancel, and told me to get in touch with super.com as they will refund it as it was no fault of mine due to weather being the cause. I was going to visit my 92 mom in a nursing home for Christmas, and all I asked for was a different booking so I could go, not even a refund, but a refund would work too. They said they would try. I told them the hotel had already told me that they would agree. They later tell me they are sorry but no they can't refund as the hotel won't refund them! Bull. I know that as I spoke to the hotel, told them to go ahead and book my room to another traveller, and I'm sure that they did. I have all the screenshots of the cancellations of the ferries that caused the issue, no help at all from them. Now I cannot visit my mother in the nursing home at Christmas. Shame on this company.”

Helpful Report

Posted 1 year ago

Hi Sharen, Thank you for bringing your experience to our attention, and we sincerely apologize for any inconvenience you've faced. Our Corporate team is actively reviewing your case, and we are committed to addressing and resolving the issues you've raised. We appreciate your patience.

Posted 1 year ago

“I booked my hotel for Umrah through super and it was at a very reasonable price with smooth process. I arrived at the hotel and they provided me the room with ease with all the mentioned benefits. Would totally recommend it for booking.”

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Posted 1 year ago

“Super! Best price I could find for me accomodation.”

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Posted 1 year ago

“This company is a scam! Run! They refuse to reimburse when I got to a hotel which I reserved with them and the hotel was closed, had to go to another hotel at 1 am. Then they say I must look into a Terms and Conditions document- which does not mention anything about it either. They just play the game of getting customers tired, use Booking or direct deal with hotels. Unbelievable. It is obviously the responsibility of the company that I have contracted the hotel, which is Super.com to provide with the information of check in hours, which they did not and they can easily check that themselves. Instead they just put stupid emails asking for stupid things just to not take responsibility of the issue which is clear and simple and easy to verify on their side if they wanted- which they clearly do not.”

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Posted 1 year ago

Hi Pablo, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but 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. This matter has now been resolved by providing you a full refund on resolution. Regards

Posted 1 year ago

“Super easy!”

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Posted 1 year ago

“I booked a hotel through Super.com and it was a nightmare. When I arrived at the hotel, they told me that my name was not on the guest list and they had no rooms available. Super.com had already charged me for the booking and refused to give me a refund. They asked me to go back to the hotel and get a letter from them saying that I was not on the guest list, which was impossible because I had already left town. Super.com is a scam and a rip-off. Do not book anything with them. They will take your money and leave you stranded.”

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Posted 1 year ago

Hi Izu, We sincerely apologize for the challenges you encountered with your reservation. Your feedback is crucial, and we are dedicated to ensuring the satisfaction of our customers. Being a third-party booking site, we acknowledge that certain incidents beyond our control may occur in the travel industry. However, we have implemented procedures to minimize such negative impacts. We deeply regret the recent experience you had with our Support team. Your input is invaluable as it guides our efforts to learn and improve. This matter is being reviewed and a member of our team will follow up with you shortly.

Posted 1 year ago

“Super.com has no posted information for how to contact them, and when I finally found a customer service phone number it was only after extensive googling. The agent I talked to was absolutely clueless, kept directing me to type in a website url that redirected to a different website that didn't have the options he was offering, and I fully believe them to be a scam. I was charged by the website AND by the hotel itself, and super.com charged nearly $200 more than what the hotel would have. Not exactly a "deal" even if it is a legit site. AVOID!!!!”

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Posted 1 year ago

Hi Sandra, We sincerely apologize for the challenges you encountered with your reservation. Your feedback is crucial, and we are dedicated to ensuring the satisfaction of our customers. Being a third-party booking site, we acknowledge that certain incidents beyond our control may occur in the travel industry. However, we have implemented procedures to minimize such negative impacts. We deeply regret the recent experience you had with our Support team. Your input is invaluable as it guides our efforts to learn and improve. This matter is being reviewed and a member of our team will follow up with you shortly. In the meantime, regarding the price offered by the hotel, please note that Super Travel provides amazing deals that you usually won’t find online. However, we understand in this case you might have found a lower rate as the check-in was within the next 48h/24h and sometimes hotels lower the rate for their own direct reservations to avoid a large number of empty rooms.

Posted 1 year ago

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