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

“horrible customer service.”

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Posted 4 years ago

“horrible customer service.”

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Posted 4 years ago

“They were not up front about resort fees. They claimed that they tried to make them as apparent as possible, but they did not include them in the "total price" when I booked, and they, in fact, hid them at the bottom of the "about" page on the hotel. Other sites let you know, before you pay, if there will be additional fees. Snaptravel hid them, and then their customer service gave the same generic response, that they could not do anything about it. Yes, they can do something. They can list the fees up front, and they could have refunded the resort fees. They did not do either thing. Their customer service is terrible. I even paid extra for their VIP package. Scam.”

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Posted 4 years ago

“My family used Snap Travel for a weeks trip through Tennessee. Through this we pushed the wrong date for a hotel booking, we instantly contacted Snap Travel and they said they would be happy to help. Weeks went by, while staying in constant contact, to no avail. They today, over 3 weeks later said they were unable to assist us, stating that the hotel denied the cancellation. Which is incorrect, because we have the letter from the manager of the hotel confirming cancellation with full refund. The reason the hotel is denying Snap Travels cancellation is because they dragged their feet for weeks. They also said they were unable to provide the correspondence from the hotel saying the request was denied... most likely because it never existed. Avoid this scam at all costs. We found it was much more sensible to book directly through the hotel. I will never use Snap Travel again, not will I ever recommend their lack of services.”

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Posted 4 years ago

“This the worst travel company and not to be trusted, they take the money, you assume your booking is done, on the checkin day you travel all the way and you find no booking, the barely answer the chat like robotic messages and there phone never answer and they give you hard time till they refund. Never count on their booking as your holiday will be spoiled”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. It looks like our agents have resolved your case and have been in contact with you. Apologies for the inconvenience.

Posted 4 years ago

“Booked the reservation through snaptravel online. Soon as I get there, they have no records of any reservation for me. The Clerk and I tried to get ahold of snaptravel for nearly 2 hours with no luck. The front Clerk also told me that they had serious issues with this company. She was finally able to see a room on hold from snaptravel. She told me that my credit card had to match snapravels business cc, a specific restriction placed there by snaptravel. This is what I have surmised so far; A)Snaptravel will deduct the entire amount from your account during booking. They will not make any reservations and will not answer any phone calls, emails, or SMS during check in hours. They will finally return your call around midnight. They do this in Hopes that you have booked another hotel already. B)They place impossible restrictions and holds on the reservation making it impossible to actually check in. C) they will cancel the reservation early hours and KEEP your refund without you knowing it. Quite underhanded The only reason I was able to get refunded was because the front hotel clerk "Claudia" was able to record and testify to these acts by snaptravel. Unfortunately, I am still waiting for my refund from snapTravel which was promised to me via email. I have filed a claim to the Better Business Bureau. I have also been in contact with an attorney and hope to file a class action lawsuit against SnapTravel if my refund doesn't post in a timely manner. Enough is enough”

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Posted 4 years ago

Once you initiate the chargeback process, we cannot access your account and any resolution must continue through your financial institution. We suggest that you get in touch with your bank for any updates on the status of your dispute. Please be aware that their decision is final. We appreciate your understanding.

Posted 4 years ago

“So even writing this review didn’t work. Horrible customer service. Hard if not impossible to talk to a rep. There phone and chat system is terrible. When you do get someone they want to confirm you do have a reservation and won’t help do anything else. Mgr was supposed to give me a call back but didnt happen”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Looks like your case has been resolved and our agents have been in contact with you.

Posted 4 years ago

“If I could give them zero stars, I would. They stole my money plain and simple. I booked a "nonrefundable" room at the Hard Rock AC that had to be canceled to due COVID. After months of submitting their COVID cancellation forms, each time being told I had to wait to get to closer to my booking date to be eligible, I submitted a chargeback through my financial institution. The chargeback was denied based on the fact that I waited until after 180 days to dispute the charge. Snaprtravel indicated that if I had documentation from the Hard Rock saying that it was okay to cancel the room and documentation from my financial institution that the chargeback was denied, I would be eligible for credits. They are now refusing to give me credits and keep saying that it is because I initiated a chargeback. Even though I have repeated offered documentation that this chargeback was denied, they still refuse to help me.”

Helpful Report

Posted 4 years ago

Once you initiate the chargeback process, we cannot access your account and any resolution must continue through your financial institution. We suggest that you get in touch with your bank for any updates on the status of your dispute. Please be aware that their decision is final. We appreciate your understanding.

Posted 4 years ago

“I've booked a room Friday on Snaptravel and Saturday me and my girlfriend found the hotel closed! now them want to refund me only with their credits...like to buy a fake object from a site or a object that never arrived, would u buy again from them?”

Helpful Report

Posted 4 years ago

Once you initiate the chargeback process, we cannot access your account and any resolution must continue through your financial institution. We suggest that you get in touch with your bank for any updates on the status of your dispute. Please be aware that their decision is final. We appreciate your understanding.

Posted 4 years ago

“Exact same problem as many others. Made the reservation yesterday. The money is out of my bank account. I show up at the hotel and there is no record of the room. SnapTravel has not responded to any text other then an auto response saying it’s being forwarded to an urgent care team. The hotel has even tried to contact them with no answer. There’s simply no excuse for a company not to respond when they advertise 24/7 customer support Stay far far away. I’ll have to pay for the room myself and either wait for them to reimburse or dispute the original charge with bank.”

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Posted 4 years ago

Very sorry to hear about your negative experience. Looks like your case has been resolved and our agents have been in contact with you.

Posted 4 years ago

“Don’t trust them! You pay them what you think is your hotel stay and then you receive an invoice that says hotel fees are not included and you’re completely stuck and cannot cancel! You won’t save a penny using them! I would have paid less bookings with the hotel personally”

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Posted 4 years ago

Hi there, apologies for the inconvenience. What you are referring to are the hotel fees which are mandated by the hotel and not by us. Regardless of where you book you will need to pay these fees which can be found in the "More Info" section. All the best moving forward, thanks!

Posted 4 years ago

“They show really cheap prices and then when you click on it its more.then when you get confirmation it tells you that absoluetly nothing is due . When you get to the hotel there is still resort fees. This has happened to me twice with 2 totally different hotels. And beive me there not special 5 star resorts where you would expect extra resort fees!! Then I look like an idiot because I'm fighting with the hotel that I don't owe anything to them and show them my confirmation. So you wind up spending way way more by using snap travel in the long run. I've never had this happen when booking with other hotel/travel sites. I will never use them again. I even tried calling customer service to discuss this and the phone just rings and rings. I sent an email and then got 1 back days later that my problem is resolved. WHAT??? how was it resolved. I wasnt refunded my 32 extra dollars a night!!”

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Posted 4 years ago

Hi there, apologies for the inconvenience. What you are referring to are the hotel fees which are mandated by the hotel and not by us. Regardless of where you book you will need to pay these fees which can be found in the "More Info" section. All the best moving forward, thanks!

Posted 4 years ago

“I booked a trip to Vegas with friends in April through the third party booking service Snaptravel to stay at Park MGM... the hotel was closed the month of April due to COVID-19 and they were providing refunds to all canceled reservations. After months of trying to get a refund from Snaptravel through filing a dispute with my credit card company, I finally reached out to Park MGM directly and they kindly let me know “We actually don't collect payment from our 3rd party vendor in advance. We have given them the go ahead to refund all nights room and tax without a penalty. They should be providing you with a full refund.” (attached email) My credit card company closed the dispute (said it was not valid) and that I would need to work directly with SnapTravel. SnapTravel continues to claim my account is frozen from filing a dispute and they can't accommodate. Snaptravel still won’t provide a refund regardless of the covid pandemic, the hotel being CLOSED during my reservation and this note from the hotel. They said my “account is frozen” due to filing a dispute which is BS! Very unethical and do not recommend anyone books through them in the future!”

Helpful Report

Posted 4 years ago

Once you initiate the chargeback process, we cannot access your account and any resolution must continue through your financial institution. We suggest that you get in touch with your bank for any updates on the status of your dispute. Please be aware that their decision is final. We appreciate your understanding.

Posted 4 years ago

“They refuse to refund despite the fact, that the room was not available and the hotel didn't charge them for the room. Not been able to contact them since 1st April. Thieves!”

Helpful Report

Posted 4 years ago

Once you initiate the chargeback process, we cannot access your account and any resolution must continue through your financial institution. We suggest that you get in touch with your bank for any updates on the status of your dispute. Please be aware that their decision is final. We appreciate your understanding.

Posted 4 years ago

“I would give 0 if i could. My wife and I took two flights to travel to Punta can, and they reserved the wrong room for us even though we had confirmation. We spent the 1st day at the lobby. Because of their mistakes, they gave a credit $316, but some how when I am trying to use the credit for a booking, they are not letting me use more than $60 so that I will be obliged to book multiple trips on their app. And even though the agent who gave $316 credit did told me that I can use the credit as I wish. To my opinion pay a little extra to have peace of mind. They will drive you crazy.”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Please refer to our Help page for more information on how to use credits. Apologies for the inconvenience.

Posted 4 years ago

“My wife and I drove 4 hours to our hotel only to be told we had no reservation. The hotel printed out and gave us a cancellation notice showing Snaptravel had cancelled the reservation earlier that day. That was a week ago and we still have NO answers as to why and NO refund from Snaptravel. They are IMPOSSIBLE to get ahold of if you have an issue!”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Can you please send us your booking confirmation number so we can look into this for you?

Posted 4 years ago

“I've tried for months to cancel a hotel booking made on 01/16. I had also booked several rooms with Expedia for this same hotel and have received full refunds; Expedia contacted the Hotel Britannia Excelsior, Griante, and they issued full refunds. No problem. What's going on??? Just a big run-around. Our trip was cancelled due to Covid-19. The children were to participate in a World Championship in Italy. Your methods for trying to resolve this issue are punishing.”

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Posted 4 years ago

Hi there, please submit a cancellation form https://snaptravel.freshdesk.com/support/solutions/articles/48001063348-cancelling-travel-plans-for-covid-19-concerns

Posted 4 years ago

“This was my first and last time using snaptravel. I booked a room with them for a hotel in Miami. Due t covid the hotel has been closed since April 2020 and will not be taking reservations for the foreseeable future. Everytime i tried to contact snaptravel all they kept telling me is that i could not get a refund even though the hotel was closed and not taking bookings. They wouldnt even accept any calls from the hotel. I threatened to go to my bank and get the charges reversed, now all of a sudden they want to give me travel credits. This company is soooo untrustworthy - please do not use them.”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Looks like your case has been resolved and our agents have been in contact with you.

Posted 4 years ago

“I booked my more a few days before my trip. I got an email and text confirmation for the correct hotel. I got there to check in and didn’t have my reservation. I was in the parking lot with my 2 kids for a couple hours before they told me they don’t know what happened and it was booked else where. It took me several more hours to find a room that night!”

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Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Looks like your case has been resolved and our agents have been in contact with you.

Posted 4 years ago

“Booked a room 4 weeks prior to arriving, received confirmation email and text. Arrived on the day of my check in and they had no record of my name or reservation. This company is a scam.”

Helpful Report

Posted 4 years ago

Hi there, very sorry to hear about your negative experience. Looks like your case has been resolved and our agents have been in contact with you.

Posted 4 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

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