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

“Gave me a confirmation but got to the hotel weeks later and they didn’t have it in their system. Took forever for them to call and try to resolve it and finally I got my own room that was more expensive at the same hotel because they took so long.”

Helpful Report

Posted 3 years ago

Thank you for the review! We are truly sorry to hear how you feel about our service. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“We booked an adorable bed and breakfast. Then when we went to check in we’re told our reservation was at the hotel. A ‘bed’ and a continental ‘breakfast’. Almost laughed at by the front desk. ALL our confirmations say the bed and breakfast, nowhere says the beach hotel. Snap travel talked to the front, they said we reserved the hotel, snap travel said guess it’s resolved. Nope. Not even close. Never will use again.”

Helpful Report

Posted 3 years ago

Thank you for the review! We are truly sorry to hear how you feel about our service. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“Deceptive description of rooms and up charges.”

Helpful Report

Posted 3 years ago

Hi Jeremy, We are truly sorry to hear how you feel about our service. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“Snaptravel booked me for a hotel that didn’t have any rooms an then would not give me a refund because it is non refundable. Hotel told me it happens all the time….”

Helpful Report

Posted 3 years ago

Thank you for the review! We are truly sorry to hear how you feel about our service. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“I was searching for a hotel to book and Snaptravel showed me there are many hotels to chose from, as soon as I choose the hotel(s), and try to book, the price becomes double or more of the original price or the hotel become full. I have tried their service more than 10 times in few days and I have ended up with nothing. Do not waste your time with this site/company. Also, they will be sending you a text everyday.”

Helpful Report

Posted 3 years ago

Hi Ahmed, We’re sorry that you have that perception of our service. 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.

Posted 3 years ago

“I booked through them, although at the time I thought I was booking directly with the hotel. I canceled my reservation more than 48 hours before checking in, due to getting COVID. I requested if they could just transfer my reservation to a future date. They said they couldn't. So, I requested a refund. They said they couldn't refund me because they couldn't reach the hotel! I was able to easily reach the hotel. So, then they said they couldn't refund me unless their travel partner agreed to it (referring to the hotel). I called the hotel and they said they have nothing to do with it because I didn't book through them. They said it is completely up to the booking agent. I would have understood a cancellation fee or even the cost of one night, but they kept all the money for three nights. After numerous emails, they then requested documentation from my doctor, because their travel partner requires it. The hotel isn't involved, so once again they are lying. This company is a scam, avoid at all cost! Don't believe the reviews on their site, read trustpilot, tripadvisor, BBB, etc. They are horrible! Reservation Stays is the same company. Avoid like COVID!”

Helpful Report

Posted 3 years ago

We are sorry to hear about the circumstances that prevented you from using your reservation. We wish you a speedy recovery. 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, especially the COVID response policy available since 2020 across the industry, 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. Regarding COVID concerns, if a booking is non-refundable and a customer wants to cancel or modify, we will do our best to negotiate an exception on their behalf, however, all requests are subject to hotel and travel partner approval, so it is not guaranteed. 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.

Posted 3 years ago

“My band was approached to perform in Brooklyn, New York the weekend of Nov 5-6, 2021. This performance would necessitate overnight stays (since I live far away in Maryland). The online SnapTravel deal offered for the Hotel Indigo Williamsburg - Brooklyn (cutting the typical Brooklyn hotel weekend rate in half) made it financially feasible to conduct this performance. So, based upon the SnapTravel online deal, I made the decision to accept the Brooklyn performance invitation and immediately booked my hotel lodgings through SnapTravel (for 2 weekend nights). Had SnapTravel not provided this online deal, I would not have accepted this performance opportunity. I was further encouraged when SnapTravel sent a confirmation text on Nov 4, 2021 at 3:47 pm ET that the Hotel Indigo Williamsburg - Brooklyn was ready for my stay starting Nov 5, 2021. Thus it was a complete shock to learn upon arriving at the Hotel Indigo Williamsburg - Brooklyn premises (after driving 5 h) that the hotel was shut down for cleaning and had been for a few weeks (according to a parking attendant on the premises). That put me suddenly in a situation where I had to make some quick decisions. My car was loaded with band gear and our band’s activities were to begin in a few hours, and I had no place to safely store my things and no place to stay. I note that SnapTravel did NOT offer to help me find alternate accommodations even though this situation was wholly their responsibility. It is additionally shocking that SnapTravel was completely unaware that this hotel had been closed for cleaning for several weeks. I had to quickly find last minute accommodations while on the road in Brooklyn. Because these were last minute, day of, reservations on a popular event weekend (New York City Marathon taking place on Nov 7, 2021), the weekend rates were high, on average $1000 for 2 nights. With no other choice, I made short notice reservations at a hotel near by in Brooklyn at full rate. Because of SnapTravel’s total failure to a) not be aware that the hotel had been closed for several weeks, b) not provide any advanced notification of a problem (in fact, it was my bandmates and I that made SnapTravel aware of the situation), and c) not volunteer to help me find an alternate lodging solution at the last minute, I financially lost the difference between the anticipated 2 night deal offered by SnapTravel ($484) and the actual 2 night equivalent cost in dollars ($1000). I am a believer in the power of online booking services like SnapTravel and the advantages they can offer consumers. I would like to be able to promote to my friends and online followers that SnapTravel is a company that values customer service and the right thing by making an equitable remedy to compensate for their mistake. Hey, everyone makes mistakes from time to time, but it is how we respond that truly matters. However, in the follow up, SnapTravel was only able to refund me their non-existent deal and provide me w/ 20% credit (about $96) towards another SnapTravel trip. I found that their Chat-only communication style was quite constraining in being able to easily discuss this issue with them and ultimately it was not helpful in providing an adequate remedy. I will not recommend SnapTravel to anyone who requires dependable, trustworthy travel arrangements. ”

Helpful Report

Posted 3 years ago

Hi Todd, 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. Our hotel rooms are sourced from different partners, to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging. 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, incidents that might occur in the travel industry, that as a third-party we cannot control. We're sincerely sorry that your experience with us did not meet your expectations. Your experiences mean a lot to us, so as a token of our commitment to continuously improve, we have extended the compensation offered due to this inconvenience. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“I booked my flight on Thursday (4 November, 2021 12am) with snap travel. The price was in displayed in $cad, they sent a confirmation email that said I would receive my tickets in 24hrs. I get an email from booking vault (associated with them) on Saturday (Nov 6th 2021 6:33pm) to confirm my credit card by sending them pictures of my picture ID and credit card that was used to book the flight to negate fraud which I did at 8:14pm. Please tell me why I was emailed at 11:27pm that same day to say that they couldn't book my tickets due to the airline not honoring their price and returned my money back less $160 CAD!!! I have lost valuable time, I have no tickets and have lost 160$ for nothing. This is very horrible. I contacted them that I was less 160$ and they said it was my bank's conversion rate. First of all, there was no fine print to disclose that the payment was in USD. I have a USD credit card, I would have used that if it was the case. DO NOT USE THEM! waste of everything!”

Helpful Report

Posted 3 years ago

We are truly sorry to hear that you had trouble with your reservation. As this review is about flights, please connect with our flight team at BookingVault by sending an email to info@bookingvault.com. You can also call them on call 1-833-600-5830. They are best equipped to can help answer your question about your flight reservation.

Posted 3 years ago

“I had a very bad expereince with Snaptravel. I made hotel booking though them and paid in full, but hotel mentioned about not receiving anything from Snaptravel and they charged me for the room again. I have raised this issue to Snaptravel more than 15 days ago but no resolution yet. Forget about the resolution, no one has even looked into my case yet even after reminibg them multiple times. On every follow-up I keep getting same scripted response saying someone from urgent care will look into it and reach out to you, but no one does. Horrible customer service, will never book with this company again.”

Helpful Report

Posted 3 years ago

Hi Ashutosh We're truly sorry that your experience with our Support team did not meet your expectations. In this instance, nonetheless, the hotel staff had assured us that they had only charged the card made available with the prepayment as the information they had included on the folio you had sent us. For this reason, we would require additional bank information to support your claim. Our Corporate team has just reached out to you regarding this matter. We apologize for the inconvenience.

Posted 3 years ago

“Snaptravel steals from poor people! I booked a hotel with them. To go see a sick loved one. 2 seconds later when I received the confirmation. It was for a later date. I double-checked to make sure it was the proper date. I always do when I submit. The website must have somehow malfunctioned. I call them 2 seconds later after that. They tell me to cancel my Res. and they will try for a refund. A reminder this is right after I received confirmation. It's been almost a month no refund. This place steals from poor people trying to save money. That's the bait.”

Helpful Report

Posted 3 years ago

Thank you for the review! We are truly sorry to hear how you feel about our service. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“the worst experience ever.. the horrific manner in which they treated me.. not worth the two or three dollars I saved... on hold forever no answers whatsoever accusing me of being profane.. they give any excuse to disconnect the call... put me on dead hold.... eternal hold.... they are the worst customer service on the planet”

Helpful Report

Posted 3 years ago

Hi there, We are sorry that you have that perception about our service. Nonetheless, we will not tolerate the extremely abusive discriminatory, verbal and sexual harassment you are subjecting agents to. We asked you to be more respectful several times and will not continue to provide service if not addressed fairly.

Posted 3 years ago

“Unresponsive, leaving you in the dark, shady costumer service worst flight booking experience, I’m never going to use them again. Had to call my cc company for a dispute to get my money back.”

Helpful Report

Posted 3 years ago

We are truly sorry to hear that you had trouble with your reservation. As this review is about flights, please connect with our flight team by sending an email to info@bookingvault.com. You can also call them on call 1-833-600-5830. They are best equipped to can help answer your question about your flight reservation.

Posted 3 years ago

“Upon arrival at the hotel on September 3, 2021; things had drastically changed. I also didn’t know a tornado was going to hit New Orleans and the hotel had taken in the refugees from that episode. Upon entering my assigned room, it was wreaking of smoke, when I looked at the bed, there was a butt print on one bed (I always get a double bed room). When I turned the covers back on both beds, it did not look like the sheets had been changed! I went back to the front desk to state I could not stay in that room. Shi, the girl at the front desk came with me with keys in hand to take me to another room; she mentioned that they had new housekeeping but didn’t understand why bags of garbage was left at the elevator and it was 10:45 pm when I arrived. Upon entry into the 2nd room, we looked at the beds which seemed to be alright. When Shi turned to leave, I switched on a light and roaches began running! I said, I AM NOT staying in this room! She equally was devasted by what she saw and went back downstairs to locate me another room; once again mentioning she didn’t know why trash bags were left at the elevator doors. Upon entering into the 3rd room, once again wreaking of smoke. I am due a refund and have not received it to date.”

Helpful Report

Posted 3 years ago

Hi Mary! We're sorry to hear that the accommodation did not meet your expectations. Because we're a booking service, the standards of the hotel are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. 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 would be happy to look into this further as soon as possible. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 3 years ago

“even though snap travel was proven ultimately to not have taken my money... they were not helpful whatsoever in proving that they did not take the money there was no opportunity to talk to a supervisor I asked for a supervisor 45 times in one call.. now they keep texting me trying to sell me something they will not turn the text off I'm being harassed... I strongly recommend for the few little dollars you save snap travel is not worth it”

Helpful Report

Posted 3 years ago

Hi there, We are sorry that you have that perception about our service. Our Support agents have instructed multiple times on how to unsubscribe from the messages. We will not tolerate extremely abusive and discriminatory behaviour nor harassment.

Posted 3 years ago

“Dealing with Snap travel is a nightmare. They are telling me they have refunded me and yet they will not provide me with a transaction ID or evidence of the refund. They have said the case is closed and thats the end of it. I cannot believe as buisness like this can debit your card instantly on a fully refundable booking and then refuse to refund. They did attempt to refund via Paypal and within 9 minutes of me attempting to accept the refund i received an email from Paypal saying that Snap Travel had cancelled the refund transaction. In addition to this they acknowledge the transaction was cancelled and then proceeded to say they had refunded back to the card that i made the purchase on which is not at all possible because immediatly after i made the booking with Snaptravel my card was reported lost/stolen and i no longer have that card. They are still not providing me with evidence of the refund they are saying was made. STAY away from them!”

Helpful Report

Posted 3 years ago

Thank you for the review, Catherine! 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 3 years ago

“Terrible customer service. My daughter got Covid 2 days before our trip to Las Vegas on 9/24-9/26. I spent 6 hours or more on the phone and chat with Snap travel, then another 2 with the Delano Hotel. Snap travel kept telling me they needed documentation from the Hotel authoring the cancellation and refund. The Delano Hotel kept telling me that they needed Snap Travel to email their wholesale department in order for them to respond. The Delano Hotel said they would absolutely cancel and refund due to the Covid situation with my daughter. After 5 hours of trying with 15-20 agents, JC finally said he would email the Wholesale department to request the cancellation without a fee. My booking # is B_4182876. This has been the worst experience I have ever had with any business ever...... Please escalate this complaint to someone other than the next agent. Truly, Ed Cowley”

Helpful Report

Posted 3 years ago

Hi Ed, We are sorry that you didn't feel supported in 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. It is noted that you were fully refunded on 2021/09/27. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future. Wishing your daughter a speedy recovery.

Posted 3 years ago

“Avoid at all costs. Worst booking site I’ve ever had the misfortune to land on. Booked a room. Arrived at the hotel, no reservation! Contacted snaptravel who took over 6 hours to resolve nothing. I was lied to twice that my booking was ready and when I checked with the hotel it wasn’t resolved. After the 6 hours snaptravel sent me a message saying they are in a different time zone so can’t help any more! I had to book a different hotel at 10pm! No sign of a refund. I’ve contacted my credit card company to get my money back. I’ve attached my booking details so the company can verify this is an honest review.”

Helpful Report

Posted 3 years ago

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 3 years ago

“My Booking B_4106302 was paid in full and fully refundable and i had to cancel 7/09/21 as my husband requires surgery and will be unable to travel. The refund has not been forthcoming. I have used the chat stream about 6 times and keep being told it is being escalated, I have also phoned 3 times to be told it was being done immediately (which was 10 days ago). Being escalated does not provide a response as to when i can expect the refund or why it has been such a problem to receive it. I am very disappointed and very concerned about the business management of Snap Travel and would not recommend based on my experience. As of today i still do not have my refund.”

Helpful Report

Posted 3 years ago

Hi there, We are sorry that you didn't feel supported in 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. We have tried to refund your original payment method but it had been declined by the card processor. It is noted that you were fully refunded on 2021/09/07 via Paypal. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future. Wishing your daughter a speedy recovery.

Posted 3 years ago

“I have a reservation in a hotel for tomorrow, via snaptravel application. But until now, the hotel says that there is no reservation in my name, and i have to travel this night to reach my hotel tomorrow. I don't know what to do :((. RESERVATION NUMBER : B_4217839”

Helpful Report

Posted 3 years ago

Hi Ahmed Our Urgent Care team is currently reaching to the accommodation and will follow up with you shortly. We appreciate your patience

Posted 3 years ago

“Their give 10%, get 10% disclaimer is a SCAM. It says your friend will receive 10% off of their first booking but that’s not the case (I’m the friend in this scenario). I did not receive 10% off my first booking as advertised. Their customer service also refused to transfer me to a supervisor citing security purposes.”

Helpful Report

Posted 3 years ago

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 3 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