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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Made a booking for a superior room with Club benefits, paid super.com in full . When I contacted the hotel to ask a question before we arrive they tell me my booking is only a standard room , despite all the super.com booking documents showing club room . Contacted super.com 4 weeks ago and thought this should be an easy thing to fix , so far nothing has been done and the chat agents appear to have no authority to do anything, all they say is another department are dealing with your issue , if you tell them you want to speak to a supervisor or someone else who can help , they just terminate the chat. My booking is only 3 weeks away and I have no confidence it will be resolved. The worst customer service I have experienced anywhere”

Helpful Report

Posted 1 year ago

Hi Tim, We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer. It's important to note that in the travel industry, certain situations beyond our control may arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. Rest assured that our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible. We really appreciate your patience so far. Your satisfaction is our priority.

Posted 1 year ago

“Don’t use this company. Make sure you contact the hotel first before pay. I book the hotel. But when I went to hotel it was nobody there to check in. And I call customer service there said they can’t do anything and can’t refund money. I have to contact the hotel by myself. The hotel have a sign open. But it was nobody there. I try to find another place but they all full. I end up sleep in the car in that night. Really bad experience. I went back to the hotel on the next day. Still no one there. They both Scam. How they let you book the closed hotel and refuse to refund money.”

Helpful Report

Posted 1 year ago

Hi Lek, We are truly sorry to hear about your most recent experience with the accommodation as they did not have staff to check you in upon arrival. 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. As we cannot identify your booking through this review we ask that you type "Help" 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 1 year ago

“DONT USE SUPER.COM. CUSTOMER SERVICE IS A NIGHTMARE!!!!!!! I WOULD RATE IT 0 IF I COULD!! I made a reservation on Thursday. I called the hotel on Friday to alter my reservation. They do not have my reservation. I have been on the phone with a call center in the Philippines 10 times now. They will not transfer you to anyone who can resolve the issue. It's now Sunday. I'm on hold again. I have waited a total of 6 hours 45 mins and waiting trying to resolve this matter. I found an email address for the CEO Hussein. He doesn't return emails either. Funny thing is I paid extra for concierge serve. I can't believe I wasted that money. I also asked about a refund, they said it takes 3-5 days. I need my money back so I can make another reservation. MY ADVICE IS DON'T USE SUPER.COM”

Helpful Report

Posted 1 year ago

Hi Cheryl, We apologize deeply for the recent experience you had with our Support team. Your feedback is incredibly important to us as it allows us to identify areas of improvement. We want to clarify that it's a common practice for hotels to process their 3rd party bookings closer to the check-in date. At the time of your initial reservation, you received a reference number (B_xxxxxxx). However, hotels typically provide their Hotel Confirmation Number (HCN) closer to the arrival date. While some hotels might offer the HCN earlier, the timing can vary due to different property procedures. Please know that we strive to provide you with the necessary information as promptly as possible, and we apologize for any inconvenience caused by this process. Upon reviewing your case, it appears that our Support team has already resolved the matter and provided you with the HCN. We hope this clarifies your concerns, and we appreciate your understanding.

Posted 1 year ago

“I booked through Super Travel Dada Suites in Rome, arriving 10min after at the hotel. There was no one at the hotel. I called Super Travel immediately and two agents tried to reach out the hotel, also unsuccessfully. That alone should be enough for a refund. The invoice and payment proof of another place I had to second pay to sleep the night were demanded and sent to Super Travel. All sorts of problems were brought up by Super Travel to deny refund. Summarizing, it’s a SCAM by all means. Reservation B_10415569.”

Helpful Report

Posted 1 year ago

Hi Lucas, We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer. It's important to note that in the travel industry, certain situations beyond our control may arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. Thank you for bringing this to our attention, and we're here to support you in any way we can. Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you shortly. We really appreciate your patience so far.

Posted 1 year ago

“Super.com sold me a booking for a hotel but the hotel did not honour my reservation. They told me Super.com is a scam. This was 100GBP. Do not book with this company. Immediately I sent Super.com a message but they did not reply.”

Helpful Report

Posted 1 year ago

Hi David, We are truly sorry to hear about your experience. We understand that you were disappointed with your booking. 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 understand that you are concerned about the possibility of being misled, and we want to assure you that this was not our intention. We are truly sorry that your experience did not meet your expectations. We are a legitimate company that has been featured in many reputable publications, including the New York Times, SmarterTravel, and Conde Nast Traveler. We source our hotel rooms from a variety of partners to get you the best rates, and we pride ourselves on our access to exclusive deals. In this case, nonetheless, we do not have a record of you contacting our Support team so the issue could be clarified with the hotel right then and there. We have now escalated it to our Support team who will work with the hotel and travel partner, and we will be in touch with you as soon as possible. We appreciate your patience and understanding.

Posted 1 year ago

“On July 1, 2023, my children and I attempted to check into the hotel i had "reserved" with this company. They advised me that there was no reservation and that the information provided during the numerous telephone calls were not valid confirmation numbers. The bargain room ended up costing almost $1000.00 after my brother had to pay for a room on top of what i had already paid for. Attempts get a refund from them have been unsuccessful. Do not use this company!”

Helpful Report

Posted 1 year ago

Hi Cynthia, We understand your frustration, and we're fully committed to addressing your concerns. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor. It's important to note that in the travel industry, certain situations beyond our control may arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. We truly apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. Nonetheless, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

Posted 1 year ago

“Really easy and convenient. No delays on the site and up to date info on room selections. I would definitely use this site again.”

Helpful Report

Posted 1 year ago

“This company is a joke. I’ve been trying to get my money back for over 2 months. I get the run around every time I call. I booked a hotel..the hotel didn’t have any hot water…it’s summer.. I checked out the same day. Contacted super travel and they said they needed an email from the hotel to refund my money.. Instead of them just confirming with the hotel like all other third parties do, they put me through hell..” Oh this wasn’t on there..oh that wasn’t on there” I bet I called the hotel at least 12 times..asking them to amend their email. Then after I got that done..they had another excuse and said they refunded the money to PayPal. Do not use super travel! Scam! I still haven’t gotten my money back”

Helpful Report

Posted 1 year ago

Hi Calley, Thank you for reaching out to us regarding your reservation. We are truly sorry to hear about the issue with hotel water at the hotel. While we understand that it is not the ideal situation, hotel quality is beyond our control. Hence we have procedures in place to ensure we provide a good experience to our customers. 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

“Good service”

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Posted 1 year ago

“Everything went as expected with no hitches”

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Posted 1 year ago

“Waste of time. You to try to book a room and they deny the request and advertise an increased price. Rebook, same thing again. Meanwhile they are charging my credit card for a service they are not providing. Yes, they reimbursed the amount but meantime my credit limit is affected. Only try if you are interested in wasting an hour of your time.”

Helpful Report

Posted 1 year ago

Hi Matthew, Thank you for reaching out to us. Please note that the rates you see online might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable. In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations. We hope we were able to clarify it for you and look forward to having the chance to serve you in the future. Regards,

Posted 1 year ago

“Please Allow Non US citizen to apply super+ card”

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Posted 1 year ago

“Am very satisfied with the service super provided Thanks”

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Posted 1 year ago

“Booked a view times with super. Everytime perfect and a top pricing.”

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Posted 1 year ago

“Very easy website and what a bonus getting a great deal on a hotel for a Saturday evening!”

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Posted 1 year ago

“I really love using this travel agency cause didnt find any problem in booking hotel room”

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Posted 1 year ago

“Excelente”

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Posted 1 year ago

“Found me a great deal, very happy!”

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Posted 1 year ago

“BEWARE OF BOOKING WITH SUPER.COM—They make you pay in advance and the hotels don’t honor the reservation. I booked a room for July 8-9, 2023 at Cape Rey Carlsbad Beach in Carlsbad CA through Super.com. Upon arrival, I was told by the manager the hotel does not receive the bookings from Super and that this has been communicated to Super on multiple occasions. I was forced to book a room with the hotel on my own at a much higher rate, and at my own expense, even though I had already paid Super for the reservation. I did so at the same hotel. I called customer service and was told I would be reimbursed for the charges 3-5 days by emailing the receipt from the hotel for the charges I incurred. I did so the night my stay ended. After receiving no response, I followed up by email again… only to be told that the “hotel partner” indicated I was a “no show” and I would not be reimbursed (The receipt I provided was for the SAME HOTEL I BOOKED WITH SUPER.COM). I called again and was told that the decision was based upon the “Hilton Orlando” indicating I was a “no show”, a hotel more than 3,000 miles away from the hotel I booked. I have called 4 times over the last week. Each time I was told I would be called back within 45 minutes by someone who could help me. NO ONE HAS EVER CALLED ME! NO ONE HAS REIMBURSED ME!!! Aren’t there laws against charging people for services that are not provided?”

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 was escalated to our Urgent Care team who has been able to resolve this issue for you and provide a full refund on July 29th. As informed earlier on another platform, it takes 3 - 5 business after the refund has been processed for the money to show on your account. Regards

Posted 1 year ago

“Great price”

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Posted 1 year ago

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