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

“Other then the company being a scam, I have nothing good to say about my experience. I cancelled a hotel reservation in France 48 hours after making it. You have no one to speak to, only chat. After many hours of chat and never receiving a confirmation for the reservation or a cancellation. Yesterday I received a welcome for my expected stay in France. I’m not in France. The trip was cancelled weeks ago. Got back on the extremely frustrating chat line again.. Still no refund or satisfactory result. SCAM”

Helpful Report

Posted 1 year ago

Hi Steve, Thank you for reaching out. We are truly sorry to hear that you had trouble with your reservation. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page. The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name. Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. Kindly be advised that the enhanced refund policy only covers a particular set of approved reasons for cancellations. To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible. We reiterate our apologies for any inconvenience and we appreciate your patience.

Posted 1 year ago

“HORRIBLE SERVICE. Took hours to get a refund. Phone number does not work!! Everything is done by on line chat. The company kept $173.00 as a fee for being able to cancel a reservation. Would never use again…not worth the “savings”.”

Helpful Report

Posted 1 year ago

“We reached the hotel at 10am and found that our booking was not confirmed with the hotel. We then informed super who responded quickly to say they would sort this out. However at almost 6pm we still don’t have a room. Every time we contact the agents they provide a copy and paste response that is not helpful at all.”

Helpful Report

Posted 1 year ago

Hi Manisha, Thank your for reaching out. 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. Kindly be advised that our support team is currently working on your concern and they will get in touch shortly. Once again we apologize for the inconvenience and thank you for your patience.

Posted 1 year ago

“i booked a hotel room for a Hampton Inn only to find that it was located in a FORMER Hampton Inn and was actually a Quality Inn. The hotel was falling apart, cracks in the walls, dripping faucets, odd odor and the air conditioner barely circulated air. I would have never stayed here had I known it was not the Hampton Inn. The Hampton Inn still showed on my receipt though, as if Super.com is aware of this bait and switch tactic. In fact, when I went to the location using directions in the Super.com app for my reservation, it took me to the current Hampton Inn and the clerk told me this happens all the time because Super.com will not update the name and address to accurately reflect Quality Inn where your reservation is actually made. I will never use this service again and will be calling as soon as I can to have all of my information removed from their files.”

Helpful Report

Posted 1 year ago

Hi and thank you for reaching out. 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. Allow our team to coordinate with the hotel and sort the issue accordingly. Thank you for your patience. This matter has been escalated to our Urgent Care team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.

Posted 1 year ago

“Unfortunately when I booked with Super Travel it wasn't clear immediately about the 100% non-refundable policy for any reason. Every other booking company I was considering stated that they followed the hotel cancellation policy and I assumed the same for this company. One day after booking I got notice that the rest of my traveling companions had to be placed into another hotel . I asked the hotel if my booking could be cancelled on their end and they responded yes because it was in the cancellation time period, but Super Travel refused to help in any way and said they would cancel the reservation but still charge me for the booking. I asked if they could cancel that booking and then I would use their service to book me in another hotel and again no help. Sadly it is a hard and expensive lesson and I learned it would pay for you to work with companies that have the reputation of working with the customer when unfortunate events happen that may require some flexibility and understanding.”

Helpful Report

Posted 2 years ago

Hi Charlotte, Thank you for reaching out. We are truly sorry to hear that you had trouble with your reservation. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page. The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name. Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible. We reiterate our apologies for any inconvenience and we appreciate your patience.

Posted 2 years ago

“-10 STARS!!! There is NO WAY above 1 star ratings for this company are real!! Do your research!! This company is a SCAM!! They do NOT pay!! They take your money and when you arrive your hotel will NOT be paid for. You will have to pay again (if you are lucky enough and there is even availability). Once you pay the hotel Supertravel will then contact the hotel (again, AFTER you paid SuperT and after you had to pay the hotel directly) to tell the hotel there was some problem in booking and that the hotel needs to refund your money. You will get a refund from the hotel but again AFTER you have already paid ST in full and the hotel. I'm guessing because Supertravel does not have the means to pay the hotel. It is like a ponzi scheme. It has happened to many people do the research yourself. DON'T BOOK WITH SUPERTRAVEL!!!”

Helpful Report

Posted 2 years ago

Hi Rebecca, 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. 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 can 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. From now on, any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 2 years ago

“I have booked a non-refundable room in the hotel "Wolfagngs' managed by a/o" in Salzburg. During the booking, I have made a mistake in dates, choosing September instead of August. I noticed that immediately after the booking. The hotel agreed to change the dates if it receives a request from the booking.com (via which SuperTravel booked the room). However, SuperTravel refused to send a request to booking.com or do anything else. As a result, I have lost a huge amount of money. They needed only to do a little servise but refused to move a finger. I would not advice anyone to book through this agency.”

Helpful Report

Posted 2 years ago

Hi Aleksandr, Thank you for reaching out and we are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Every reservation is made based on the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase. Kindly be advised that our team has reached out to the hotel to confirm if they would agree to change the dates on your reservation which they have denied. The request has been changed to free cancellation instead which our team is working on at the moment. To set your expectations, this is merely a request and the decision will rely on the hotel's decision unless you would reach out to them directly and retrieve a written approval for free cancellation. We appreciate your patience as we work on your request.

Posted 2 years ago

“Super Travel is a HORRIBLE company . They may have good deals, but there are added fees when you get to the hotels. There Customer service is SUPER UNHELPFUL. Please do not use - It may be better to spend a little bit more through a more reputable company. Buyers Beware !!!!!!”

Helpful Report

Posted 2 years ago

Hi Vivek, Thank you for reaching out. Please note that mandatory hotel fees such as resort fees or incidentals are beyond our control and are directly paid at the hotel upon arrival. It appears that you have reached out to our team for a different concern though without the issue of the said hotel mandatory fees. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“I had booked through super travel for a hotel. Upon arrival the hotel had no available rooms mainly due to our Oklahoma weather and everything was flooded. The hotel canceled the booking, not me. When I contacted super travel I received no fear than three emails that said yes, we will refund this money into your account at the maximum two to three business days we are now on the fourth day I have seen nothing and can reach no one. This is 100% unacceptable as I stated not my fault it was the hotel. I am extremely upset and can get no responses other than the emails that promised the refund due to lack of availability of rooms. I would love to speak to somebody above just the service people, emails, chat. But that doesn't seem to be possible. Ashley McMurray”

Helpful Report

Posted 2 years ago

Hi Ashley, Thank you for reaching out. We are so sorry to hear about the weather conditions that hindered your travel. Kindly be advised that our team is currently working on your request and will update you accordingly. We appreciate your patience.

Posted 2 years ago

“I called and tried to cancel my booking right away and they would not allow the canceled booking to be overridden. Very poor business and customer service.”

Helpful Report

Posted 2 years ago

Hi Eunice, Thank you for reaching out. We are truly sorry to hear that you had trouble with your reservation. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page. The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name. Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible. We reiterate our apologies for any inconvenience and we appreciate your patience.

Posted 2 years ago

“Beware utterly incompetent service I booked a hotel room at 1300 on line on the day of arrival I arrived at 20.00 to find no reservation had been made after 40 min on hold I was told it usually takes 3-4 day fro them to make a booking and I would have to wait . 2.5 hours later and several refund requests denied I finally got into my room . Just book it your self and save the time and trouble !”

Helpful Report

Posted 2 years ago

Hi Craig, Thank you for writing in. 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. We are happy to report that our team was able to assist and resolve your concern accordingly. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“Scamners. My payment never transferred to hotel and hotel doesn't have any idea about my reservation. The bunch of scammers . No refunds Just, no cancellation from them. Just dont!!!”

Helpful Report

Posted 2 years ago

Hi Evgeny, Thank you for reaching out, and we are so sorry to hear that you have that perception about our service. We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_9080681 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN). It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible. This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, that as a third-party we cannot control some properties can only see it closer to check-in versus others that can provide their HCN weeks in advance. Our Amendments team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible.

Posted 2 years ago

“Their prices are low because they exclude the hotel's fees. I had to pay an extra $113 in order to check in. This a scam.”

Helpful Report

Posted 2 years ago

Hi Paul, Thank you for writing in and we are so sorry to hear about your experience. We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. Please note that the listing did include the room rate and hotel fees in their price. SuperTravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“VERY unhappy with this organization. Booked a hotel, made a small mistake on the dates, BY ONE DAY, and they refused to adjust my booking. $500.00 down the drain. DO NOT book with this company. Total scam. Your money is better spent DIRECTLY with the hotel. At least that way they ACUTALLY care about their customers, their money AND their experience. I will NEVER use this company again, NEVER recommend them to any of my friends. I travel for work frequently and will be sure to tell EVERYONE about this organization, and exactly how full of **** they are.”

Helpful Report

Posted 2 years ago

We’re sorry that you have that perception of our service. While we regret to hear you did not enjoy your experience booking with us, we kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. The only exception to deviate from the original policy is if you reached the accommodation, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. We hope we have clarified your doubts and concerns.

Posted 2 years ago

“DONT BOOK WITH SUPERTRAVEL!!! I made a reservation and apparently the payment didn’t go through, it was not appearing for the hotel but my bank account was charged by this 3rd party app. When I contacted the supertravel agents they all kept saying “this will be escalated give us 20 minutes”. They said that in 5 separate occasions. I waited a total of 2 and a half hours at the lobby for the issue to be fixed. After they fixed the problem they said they’ll give me 20% credit for the next reservation through them, but who in their right mind would book again with this horrible site? I wouldn’t, never again.”

Helpful Report

Posted 2 years ago

Hi Esther, We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“El hotel no respetó la reservación y no me quieren hacer el reembolso”

Helpful Report

Posted 2 years ago

Hola Dagoberto, Lamentamos saber de su experiencia. Como no podemos identificar su reserva a través de este comentario, le pedimos que se comunique con nuestro equipo de Soporte. Uno de nuestros agentes en vivo estará encantado de analizar esto más a fondo y asistirle lo antes posible. Toda nuestra información de contacto está disponible en la aplicación y en nuestra página: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“They can't issue a proper invoice. The invoice has no logo, company infomation. Which lead me to wonder if they are a real company or just a scam.”

Helpful Report

Posted 2 years ago

Hi there, All clients have access to their payment invoices through their confirmation page. Please note that SuperTravel can issue a payment receipt with the breakdown of charges, nonetheless, for legal reasons, only the accommodation can issue an invoice at check-out – either on paper, by email, or both if required by local legislation. While the type of invoice also varies depending on local legislation since reservations are legal agreements between properties and their guests, the property must issue them when required. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Also, depending on the applicable regulations, these invoices can likely be tax invoices or customer receipts. We hope we have clarified your doubts and concerns.

Posted 2 years ago

“SCAM! Hi, supertravel customer service is really bad. I booked an hotel and when I called for confirmation. The hôtel told me that there is no booking! SuperTravel refused to give me my money back. They advertised the wrong hotel the wrong location the wrong price and now nobody responded to me. SCAM Avoid please id tou want to keep your money! They are frauds, scams and thieves. B_8626411”

Helpful Report

Posted 2 years ago

Hi Cynthia, 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. 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 can 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. From now on, any resolution or updates must continue through your financial institution. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“This is very terrible agent. They cheated me. They told me that I can cancel my reservation a week before booking date but later told me that it is nonrefundable and it was very difficult to talk to any of your agent, they will keep you on wait indefinitely. Run away from this site.”

Helpful Report

Posted 2 years ago

Hi Daniel, Thank you for the review! We are truly 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. As we cannot identify your booking through this review we ask that you type "agent" in your original chat thread, one of our live agents can provide you with the contact information for our Corporate team, so they can look into your case and contact you directly. Thank you.

Posted 2 years ago

“Awful customer service. Never sent me an email with confirmation. I called the hotel and they saw i had a reservation. Why couldn’t super travel find it even though i booked with them”

Helpful Report

Posted 2 years ago

We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 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