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

“i booked a hotel, and when I check in, hotel told me there is no booking, this it a scam site, and I ask for refund, they never reply me, total pure *** and scam site.”

Helpful Report

Posted 1 year ago

We are sincerely sorry to hear that you had trouble with your reservation upon check-in. Your feedback is vital, and we're committed to ensuring our customers' satisfaction. Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts. 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. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“SCAMMERS - would not change hotel dates even though hotel were happy to do so after my son was taken to emergency. I called prior to cancellation cut off and requested call back which I did not receive then was told if I cancel I will NOT get refund. The hotel said if they call them the date change can be done but Super refused and just kept getting sorry after sorry even though it was their team that did not do call back. Sitting in a hospital was not exactly the place to have sat on phone waiting 40min for them to answer this is why I accepted the call ba k option.”

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Posted 1 year ago

Hey Lisa, 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. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“Worst customer service. Wait 1 1/2 hours on hold to hear I'm sorry over and over again. Yet they do nothing too fix it. Never use again.”

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Posted 1 year ago

Hi Sandria We are truly sorry to hear about your most recent experience with our Support team. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“Never again!!! Recomend to stay away. This is the worse company I ever booked with. Got something completely different to what I booked and their customer service line always have about 40 calls aheah of you. Waited for over 3 hours to get a resolution and was not able to fix the problem.”

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Posted 1 year ago

Hey Zarahy We're genuinely sorry for the trouble you faced with your reservation. Your feedback is vital, and we're committed to ensuring our customers' satisfaction. Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts. We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Even though we bought the insurance, they refused to refund us when our concert 4 hours away was canceled. We were on hold with customer service for over 3 and 1/2 hours and we still didn't get through to anyone! Buyer beware! Go with a more well-known site, it is well worth the extra 20 or 30 bucks!!!”

Helpful Report

Posted 1 year ago

Hi Laura, We are truly sorry that you had trouble with the cancellation of your stay. Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate from the refundable policy of your booking, you must meet the eligibility criteria. To gain a better understanding of the reservation policies, we kindly request you to review the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy here: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ Hope we were able to clarify. Regards,

Posted 1 year ago

“Do not book through super.com. I had to cancel and paid the extra for refundable travel. They refuse to refund the money cause it doesn't fall under the guidelines. I lost over 200”

Helpful Report

Posted 1 year ago

Hi Staci, We are truly sorry that you had trouble with the cancellation of your stay. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable. When booking a flexible rate, you are entitled to a full refund if you cancel within the grace period, regardless of the reason for cancellation. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, these are under specific conditions and the upgrade cost is understandably non-refundable. For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ We hope this clarifies the reservation policies for you.

Posted 1 year ago

“I have recently had the most disappointing and frustrating experience with Super.com. My interaction with this company has been characterized by extreme deception and a complete lack of assistance when I encountered an issue with a hotel booking through their "Super Booking Application." I made a reservation for the Ibis Doha hotel (B_11553815) for the dates of October 12th and 13th. However, the confirmation I received indicated entirely different dates - October 19th and 20th. This is not only misleading but could be seen as outright fraudulent. Despite immediately reaching out to their customer service department to address this significant discrepancy, my experience went from bad to worse. Super.com's automated services proved to be completely unhelpful, refusing to correct the glaring mistake. Even when confronted with an issue that was clearly caused by their platform, they insisted on not assisting or making any effort to rectify the situation. What's more, when it became evident that Super.com would do whatever it takes to avoid any contact and refuse to solve any issues that might arise, I took the initiative to report the transaction as fraud to my bank. The lack of response from Super.com left me with no other viable option to protect my interests and financial well-being. This level of unresponsiveness, coupled with their failure to take responsibility for their errors and misleading information, is simply unacceptable. It is an affront to customer trust and confidence. I would strongly advise anyone considering using Super.com to think twice. My experience has been a complete letdown, and I cannot emphasize enough how important it is to be cautious when relying on their services. Their inability or unwillingness to rectify mistakes of this nature is a red flag, and their commitment to customer satisfaction is, at best, questionable. In sum, my experience with Super.com has been marred by deception, a complete lack of assistance, and a failure to take responsibility for a glaring error on their part. I urge anyone considering their services to proceed with extreme caution, as my experience has left me highly dissatisfied and disappointed.”

Helpful Report

Posted 1 year ago

Hi Mark, 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. 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 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. This matter has been escalated to our Amendments team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible. Regards

Posted 1 year ago

“Their website is too ready to complete the sale, no review, no going back. Any attempt to change things gets a "leaving website" warning. Wound up booking for the wrong dates. "no refund" is their mantra. When I attempted to cancel the transaction through my financial institution, they cancelled the reservation with "no refund". A very poor experience.”

Helpful Report

Posted 1 year ago

Hi Dwight, We are sincerely sorry to hear that you had trouble with your reservation. Reservations are made based on your search criteria and are only completed when you provide payment information and confirm the purchase. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, room details, meal plan 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 In this case, you booked a Non-refundable stay. 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. 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. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“I always make the booking through this site. No issues until I cancelled the fully refundable booking. I made the 2 fully refundable bookings and cancelled it within half an hour. I got charged £40 per booking. It hasn’t mentioned anywhere there is a fee to pay. That defeats the purpose to make fully refundable booking and don’t get the full refund. I would never use them again. Not reliable at all when comes to pay the refund.”

Helpful Report

Posted 1 year ago

Hi Tanya, Thank you for your feedback. Regarding your booking, it's essential to differentiate between the type of reservation selected. You have chosen a Non-refundable rate, which comes with a more restrictive cancellation and refund policy. However, you have the option to extend this policy to make it more flexible, which allows for refunds under specific conditions. Please note that the additional fee paid for this policy extension is non-refundable. When booking a flexible rate, you are entitled to a full refund if you cancel within the grace period, regardless of the reason for cancellation. On the other hand, the Non-refundable rate offers a discounted price in exchange for a stricter cancellation policy. When you choose to enhance this cancellation policy for added flexibility, these are under specific conditions and the upgrade cost is understandably non-refundable. For a comprehensive understanding of our reservation policies, we recommend reviewing the Terms & Conditions on our website. You can find more information about the Enhanced Refund policy by visiting the following links: https://help.super.com/support/solutions/articles/48001229701-what-is-enhanced-refund- https://www.refundable.me/extended/en/ We hope this clarifies the reservation policies for you.

Posted 1 year ago

“I booked through super.com a hotel and for no fault of mine the reservation had to be cancelled. The hotel approved the refund on the spot, but super.com doesn't want to do anything to process the refund - spent hours on the phone waiting. Will never book with them again - you save a few bucks but in a situation like mine they get it back from you.”

Helpful Report

Posted 1 year ago

Hi Stan We are truly sorry to hear about your most recent experience with our Support team. In order to provide you with more effective assistance, kindly send us your information via email at corporate@super.com. A representative will contact you at the earliest opportunity. We appreciate your understanding and eagerly anticipate the opportunity to address and resolve this matter for you.

Posted 1 year ago

“I booked with super.com today for a stay tonight. I booked a room with 2 double beds. We got to the hotel after 9 pm - 30 minutes after hitting a moose on the highway - so shaken up. The hotel gave us a room with 1 queen bed. We didn't notice until we entered the room. The hotel said it was a booking error on the part of Super. Com and we would have to sort it out through them. So I called super.com. They said they would send a ticket to their urgent care Center and they would contact the hotel and then call us back within 20 minutes. 2 hours later they had still not called. I called back and they informed me that because we accepted the room and didn't wait in the lobby for them to call us back (for 2+ hours) that they would not be able to get us the room we had booked. The people I spoke to on the phone were very kind and polite but their ability to efficiently manage a booking error that they made was pathetic at best . First and last time I will ever book through them . Date of experience: October 06, 2023”

Helpful Report

Posted 1 year ago

Hi Joseph, We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“WORST COMPANY EVER.- DO NOT BOOK. They take your money, cancel your room and leave you with the stupid.com chat agents that have 0 idea what they’re doing. I was told I was definitely getting a refund 3 TIMES and then nothing came through. I have sent 30+ emails and no one has been in touch. Apparently someone ‘tried to call me’ which is bull because I received no call. They have no idea what they’re doing. SCAM SITE AND WORST CUSTOMER SERVICE EVER.”

Helpful Report

Posted 1 year ago

Hi Alex, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration you experienced [specify issue]. This is certainly not the level of service we aim to provide. Your feedback is valuable to us, and we want to make things right. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you. We've been experiencing a high volume of bookings and subsequently, an increase in support queries, in addition to the normal volume for peak season in this industry, so it takes us longer than usual to respond, as this spike also affected our travel partners. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Scaaaaam scaaaaam scaaaam scam scam scaaam”

Helpful Report

Posted 1 year ago

Hi Karine, We are sorry to hear how you feel about our service. 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://snaptravel.freshdesk.com/support/solutions/articles/48001209680-how-to-contact-super-travel

Posted 1 year ago

“I am very dissatisfied . I booked a hotel in Fargo ND. I paid by credit card , when I arrived at the hotel , at reception they said : my reservation had been canceled. I had to pay a second time for a two -day stay. I am asking for my money back. how to contact customer service of Super.com ?”

Helpful Report

Posted 1 year ago

Hi Chris, 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 been escalated to our support 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. Regards

Posted 1 year ago

“Booked my reservation last Sunday B_11289295, on Monday called to hotel to confirm and was told super.con cancelled my reservation. They charged my credit card too. I have been calling them since Monday trying to get a resolution with no success. I will be posting on Instagram to thousands of my followers to avoid this company like a plague. I will also report them to Trivago where I found them and flag them as the biggest scam. And I will be contacting my bank and cancelling the charge. I am so upset, Friday is my husband bday and we were going to spend the night in downtown Chicago and now I don’t have a reservation, wasted time with them and now prices are skyrocketing. Please if you see Super.com anywhere RUN, YOU WILL BE SCAMMED.”

Helpful Report

Posted 1 year ago

Hi Inna, Thank you for reaching out to us about your reservation. We are truly sorry to hear about your experience. 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. Regards,

Posted 1 year ago

“While Super.com may initially catch your eye with their competitive hotel booking prices, my experience with their customer service has been nothing short of disappointing, disorganised, and, most significantly, exorbitantly costly. I found myself with a problem when my friend and I mistakenly booked hotel accommodations for the wrong dates. With our travel date fast approaching, we knew we needed to rectify the situation as swiftly as possible. Super.com offered a glimmer of hope, stating that, for an administrative fee and pending the hotel's approval, they could attempt to amend our reservation. We were told that their amendments team would liaise with the hotel on our behalf. However, this is where the ordeal began. For an entire week, we received no updates, despite sending follow-up emails. Frustrated and running out of time, I decided to call the customer service team using the phone number displayed on the Super.com website. Little did I know that these calls would cost me a whopping £555 ($689), a fee that was never disclosed beforehand. During those excruciating days leading up to our trip, I made a total of nine phone calls to Super.com, mostly spent waiting on hold or in a queue. To make matters worse, it turned out that no one from Super.com had actually contacted the hotel on our behalf, as they had claimed in their email and on the phone. I personally reached out to the hotel, only to find out that they had no record of Super.com's communication. This blatant misrepresentation of their efforts left us bewildered and frustrated. After numerous phone calls and conflicting information, we received an email from customer services stating that they could not amend our booking, even with the hotel's approval. Instead, they suggested that we contact the hotel ourselves to request a refund and then obtain written approval to send back to Super.com. This was a stark contradiction to the information we had initially received. Exhausted from the runaround and time constraints, we had no choice but to change our plans and book new flights to accommodate the existing reservation. To our surprise, shortly after our decision, we received yet another email from a different Super.com representative claiming that they were diligently working with the hotel to change our dates and were awaiting a call back from the hotel. This sudden change in stance only added to our confusion and frustration. While Super.com's customer service can be reached via email, their response times are painfully slow, rendering meaningful communication nearly impossible, especially when time-sensitive travel plans are involved. Moreover, the misinformation they provided about their communication with the hotel demonstrated a lack of honesty in assisting us. While we acknowledge our initial mistake, it was Super.com's initial assurance that they could assist us (for a fee) that led us to persist in seeking their help. The eventual revelation that they couldn't provide the service they had promised was not only immensely frustrating but also costly, as evidenced by my shockingly high phone bill. I have submitted this complaint to Super.com, and despite more than a week passing, including a follow-up email, I have yet to receive any response from them regarding this matter. I am also exploring my consumer rights regarding the undisclosed call charges incurred. I remain open to discussing this matter with Super.com if they respond to my emails”

Helpful Report

Posted 1 year ago

Hi Jack, 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 been escalated to our Corporate team who will follow up with you as soon as possible. Regards

Posted 1 year ago

“Horrible Scammers Went to hotel My reservation wasnt there Now super is denying refund too”

Helpful Report

Posted 1 year ago

Hi Raj, We are truly sorry to hear about your most recent experience with us. 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. Regards

Posted 1 year ago

“Company is a Scam. After booking B_10916329 a hotel stay and when arrival the hotel room was dirty and full of mold, hotel agreed to cancel our booking and refund us. They contacted super.com and authorized the refund and sent all written documentation super.com still has not provided a refund and continues to come up with excuses. Super.com is stealing people’s money.”

Helpful Report

Posted 1 year ago

Hi Diana, We are sincerely sorry to hear that you had trouble with your reservation. 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 1 year ago

“This is the closest thing to stealing money by a corporation, or get a lawyer to read their bylaws very carefully.”

Helpful Report

Posted 1 year ago

Hey Tom, We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. Can you please elaborate on your specific situation? Please include a valid reservation ID and email address used for booking. This information will help us investigate and resolve any problems effectively.

Posted 1 year ago

“didn't get the hotel that I booked and paid for then they said they had no record of me when I told them about it. I then sent them a copy of the confirmation email and now it's crickets. I don't recommend this site for booking a room as it was a terrible experience and ruined my trip.”

Helpful Report

Posted 1 year ago

Hi Mike, 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 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. Regards

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