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

“The customer service is terrible. No thanks. Better off dealing with hotel directly.”

Posted 1 year ago

Hi there, Thank you for bringing this to our attention. We are 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. We would like to understand more about your situation and offer our assistance. we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you.

Posted 1 year ago

“I would highly recommend you go through another site, the small savings on going through this site is not worth the headache if something goes wrong and you need a refund. I had an issue with 2 of the rooms I booked and the hotel manager requested an refund to be given to me and they emailed super.com. Super.com supervisors refuse to return several emails and phone calls made to them. 3 weeks later still no refund and I know that the hotel has refunded them, but yet they have not refunded me. THIS IS A RIP-OFF, STAY AWAY UNLESS YOU WANT TO GIVE YOUR MONEY AWAY! VERY UNPROFESSIONAL! I GIVE A 0”

Helpful Report

Posted 1 year ago

Hi Kendra, Thank you for bringing this to our attention. We are 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. 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. This will enable them to investigate your situation thoroughly and establish direct communication with you.

Posted 1 year ago

“These are amazingly arrogant and cynical thieves. I first learned about the existence of this criminal service this morning when I discovered that $15 had been stolen from my bank account in favor of an unknown service called Super+. And I had to look for information about a service that obviously uses stolen data. In principle, I have never shown interest in this kind of company that appeals to the most naive and gullible people. But today I was forced to pay attention to this malignant Internet formation, because I was simply dumbfounded when faced with such a brazen and outright theft. After calling the support service of this vile company, I looked through the history of my text messages and found a message with a link from them, to which I did not respond, as well as to a bunch of similar garbage that arrives daily”

Helpful Report

Posted 1 year ago

Hi Oleg, Thank you for bringing this to our attention. You may have accidentally signed up for our optional Super+ membership program during a reservation process. Membership offers various benefits beyond Cash Advance, such as credit building and up to 10% cashback on travel. To be eligible for cash advances, meet our underwriting guidelines. You can reapply with a fresh linked bank account. If you still lack supported banks or are ineligible, we're happy to refund your subscription, as we're committed to ensuring our customers' satisfaction. For more info please reach our Customer Care team at +1-877-376-2710 (Mon-Fri, 8 AM - 7 PM, EST) or email paysupport@super.com for assistance. We're here to assist you in the best way possible.

Posted 1 year ago

“After booking a room and paying in FULL prior to checking in we drove 3.5 hours to Fort Lauderdale only to be told we didn't have a room at the 4-star hotel we booked. Because I raised such a fuss the manager at the hotel gave us a voucher to a 2-star hotel nearby and confirmed we would not be billed due to Super.com falsely booking a room they had no right to book. Now Super.com is refusing to credit my money back. I am disputing the charge and will never use super.com again. I am posting everywhere I can about the terrible service they provided. I believe it's a scam site, especially after reading multiple reviews that are similar to my experience. Hotels should not allow their sites to be listed on this terrible company's site. I wish I could give them 0 stars”

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

“Booked my hotel with Super, paid online...drove 12 hours to find my booking was not made through Super with the hotel in spite of the receipt and reference number provided to me. I had to pay for another hotel across the street and have been fighting with "BOTS" to obtain a refund. Terrible experience and a total scam!”

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Posted 1 year ago

Hello Jody, Thank you for bringing this to our attention. Please understand that as a third-party online booking platform, certain incidents outside of our control may occur in the travel industry. However, we have procedures in place to minimize these negative impacts. We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account and it usually takes 3 - 5 business days to reflect. We value your choice to use Super.com and are here to support you in any way we can. Regards

Posted 1 year ago

“When your booking goes well, it is fine. But if you had a problem with your hotel, they do not want to help. I suggest that you use another company for bookings that has a better customer service”

Helpful Report

Posted 1 year ago

Hi! Thank you for your feedback. Is there something specific that we can take a look at for you. To offer more personalized assistance, please share the details of the issue you are facing via email at corporate@super.com. Our team will reach out to you promptly to address and resolve this matter. Thank you for your understanding, and we look forward to assisting you.

Posted 1 year ago

“My payment was processed twice on their platform and they didn't refund it. When I contacted Super.com to request a refund for the double charge, I encountered a frustrating process. First, they asked for documentation, such as an email from the hotel authorizing the refund. After obtaining this, they changed their requirements and asked for a "notarized" or "certified" document from the hotel. But the hotel told me that they could only provide this to the third party who made the booking. Even though the hotel approved the refund for the duplicate order, Super.com refused to contact the hotel directly to obtain this information, leaving me stuck in a bureaucratic loop and paying twice for one room. Due to their lack of transparency in the refund process, I would not recommend this service at all.”

Helpful Report

Posted 1 year ago

Hello Ana, Thank you for bringing this to our attention. We are committed to helping you within the scope of our policies. In this case a full refund was processed back to your account and it usually takes 3 - 5 business days to reflect. We value your choice to use Super.com and are here to support you in any way we can. Regards

Posted 1 year ago

“Do not book with super.com. I will never use them again and have informed everyone I know and will post similar reviews everywhere I can. If I could give 0 stars I would! I booked a hotel 1300km away from me. Drove 16 hrs to be told, sorry, the booking doesn't exist with the hotel. I then contacted super.com through support. They kept me waiting 4 hours whilst they tried to retrieve the booking. So thats a total of 20 hours journey time. Having had no success in retrieving the booking, the support agent offered me a refund and said it will be in my account within 2 days. 2 weeks have passed and they haven't responded to 3 of my emails to the support email address. This is my experience. I feel scammed. I have the email chain supporting the funds should rightfully be returned. Shame this is the case in this day and age. This money has been stolen from me, as no goods or services exchanged and the hotel they supposedly booked had no possible booking. I sat in their accounts department whilst they sifted thousands of bookings to either find super.com or my name and neither existed. They took the money from my account the day before the booking. But the booking was never made by super.com and I had to book direct with another hotel. This is appalling, please pay extra and go with another provider or direct with the hotel.”

Helpful Report

Posted 1 year ago

Hey Khezar, We're sorry for the trouble you faced 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. To address your specific situation, we kindly ask for a valid reservation ID and the email address you used for the booking. This information will help us investigate and resolve the issue more effectively. We value your cooperation and appreciate your understanding as we work to improve.

Posted 1 year ago

“Super.com is a SCAM. Super.com is a SCAM. Super.com is a SCAM. DO NOT BOOK FRIM SUPER.VOM”

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Posted 1 year ago

Hello there, Thank you for bringing this to our attention. 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. This will enable them to investigate your situation thoroughly and establish direct communication with you.

Posted 1 year ago

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

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Posted 1 year ago

We have responded to your previous review.

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

We're sorry to hear about your experience, and we appreciate your feedback, Chelsea. To better assist you and address your concerns, could you please provide more details about the specific issues you encountered? We kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you.

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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

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Posted 1 year ago

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

Posted 1 year ago

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

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Posted 1 year ago

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

Helpful Report

Posted 1 year ago

Hi Ken, We understand that this was a last-minute booking, nonetheless, we must bring to your attention that the listing did include the room rate, hotel fees and deposit information. Super Travel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking as well as in the customer's voucher post-booking and payment receipt. It’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. This is separate from the room rate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. Any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

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

Helpful Report

Posted 1 year ago

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

Posted 1 year ago

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