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

“If I could give a zero, I would. Their prices are higher than booking through all major travel sites and even the hotel itself. Their customer service is all automated. All of the responses were robotic and scripted. Want to talk to supervisor or manager? Not happening. They can’t. Horrible service. I’ll never use them again.”

Helpful Report

Posted 4 years ago

Hi Tina, thanks for reaching out to us and we're sorry to hear about your experience. Kindly note 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. In addition, all mention of any additional hotel/resort/deposit fees can be found by scrolling to the "About," page on our website while making your booking. For immediate assistance, we ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist you. Apologies once again for the inconvenience caused.

Posted 4 years ago

“Booked a hotel in NYC , booking went quick .. no surprises , AS SOON AS i made a booking they send you a voucher at the bottom of the voucher there is a note that the hotel will charge additional $41 A NIGHT !! there was Nothing to the bare eyes indicating that while booking , when i went back to the page i found that you have to click on a small "notes" link and another link just to state that there will be additional fee , you cant even search the main booking page for additional fees or $ ONLY after the booking , Obviously it is intentional to show a lower rate than what you will actually pay, there is NO customer service (other than FB Msgs ) when chatted with them they declined even discussing the matter sighting its a "non refundable " Booking , NO WONDER they score so low with the BBB .. you are forewarned !”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out and we're sorry to hear about your experience. Kindly note that mention of all additional fees can be found in the hotel's "About," section while making a booking on our website. For immediate assistance, we ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist.

Posted 4 years ago

“Do not use!!! They did not send my details to the hotel, so I could not check in! You can not call them either as there is no contact number!! I was left to pay and book at another hotel and was extremely inconvenienced by this. When I emailed them, and demanded a refund, they gave me the name, phone number and email of someone (another customer’s personal information) they said “I booked with these details, that's what was given to the hotel we are not issuing a refund”. I was very concerned about the breech in privacy. I had my booking intinery to prove I booked using my name, email and contact number. The hotel told me that they did not ever send my booking details to them. They were extremely rude via email and stop responding to my refund request. Lucky I paid via paypal. I raised a dispute with them, they investigated and I won. Paypal has now refunded my money. DO NOT USE THIS COMPANY!!! YOU WILL REGRET IT.”

Helpful Report

Posted 4 years ago

Hi Kylie, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that the hotel had sent you the check-in details prior to. Our Urgent Care team did its best to negotiate a refund, however due to the restricted policies of our travel partner, the request was denied. We understand this was not the ideal outcome, and we apologize once again for the inconvenience.

Posted 4 years ago

“I paid snap travel already but not received flight tickets, I wrote email no one respond”

Helpful Report

Posted 4 years ago

Hi Yi, thank you for reaching out. For service related to flights, please call 1-833-600-5830. That will get you in touch with our flight team, BookingVault, who is best equipped to answer questions related to flight reservations. Thanks for understanding.

Posted 4 years ago

“I made and paid extra for a reservation for a nicer room but my reservation at the hotel was for a standard handicap accessible room. Snaptravel won’t respond after asking to fix it over 3 times.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Amendment Team is working with our travel partners to confirm the desired room and will get in touch with any updates. For immediate assistance, we kindly ask that you return to your original chat thread, and type in "Agent," where one of our 24/7 live agents will be more than happy to assist.

Posted 4 years ago

“Good service however they HOUND YOU after your stay”

Helpful Report

Posted 4 years ago

Hi there, thank you for your review and we're glad to hear that you had a good experience using our services! Feel free to let us know what could be done differently next time to make your experience even more enjoyable as we're always looking for ways to improve our services.

Posted 4 years ago

“WARNING: They might double bill you! They billed me twice and said they couldn't issue credits. I had to report it to my bank to get my money back. Terrible customer service if you need it.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us and we're sorry to hear about your experience. If you have been double-billed for a booking, we kindly ask that you retrieve a copy of the invoice and provide it to our team to further investigate. To receive immediate assistance with this issue, please return to your original chat thread and type "Agent". At that time, you'll be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“Severely overpaid for a basic room.”

Helpful Report

Posted 4 years ago

Hi Michelle, thank you for reaching out to us. As we're a booking service, the quality of the hotel property is hard for us to control. We apologize if the room was not what you expected, but unfortunately, we're unable to move any further with this case.

Posted 4 years ago

“Made a booking with you for a london hotel for new year with cancellation policy. Covid shut the hotel. No refund. I e mail, fill forms, try to talk to agents. No luck. It says on your site wait 30 days for refund, then says past 30 days you wont issue a refund. Sharks! Disgusting customer service. AVOID”

Helpful Report

Posted 4 years ago

Hi Kerry, thanks for reaching out and we're sorry to hear about your experience. Kindly also note that we only accept complaints & hotel documentation up to 30 days after the check-out date. This policy is in place because hotel front desks forget what happened, and we lose the ability to negotiate cancellations on your behalf. Thank you for understanding.

Posted 4 years ago

“Unwillingness to help They are not very unhelpful when it come to closure due to COVID. I book a hotel just for the waterpark for a weekend getaway for the kids. Only to find out when we got there it was closed. Snaptravel did not mention this in their booking. When I called I was hung up on 2 different times before I actually talked to someone. The lady I spoke with said there was nothing she could do due to it being non refundable. When I asked to speak to a manager she told me she couldn't do that because there would be no reason to on 2 separate occasions within the conversation. I then asked again and told her I have a right to still speak with someone. She then placed me on hold, came back took my number for a call back, and then never received a call back. I will never use this company again. I travel often and have never had a more worse experience with a travel company than this one. This was so upsetting for my kids. I would've been fine with another hotel that even just had a pool or more things for the kids to do around it. Unfortunately there were no activities for them to do besides an arcade but we made the best of a bad situation.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out and we're sorry to hear about your experience. As we're a booking service, the quality of the hotel property is hard for us to control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. Kindly note that the cancellation policy is stated throughout the booking process and we are not able to amend non-refundable bookings. If you require immediate assistance, we ask that you return to your original chat thread and type in "Agent," where one of our 24/7 live agents will be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“Initially the room was booked for two weeks but as the room was not in a good shape ,not as described by Snaptravel site during booking process the issue raised. Mr Kiwon,Hotel General Manger (owner) agreed to process the full refund for the remaining days and apologize for inconvenience as Snaptravel did false room description and service. After sending the paperwork to snaptravel amendments team no refund have been issued. Snaptravel team informed its the decision of third party travel partners they worked with. I have paid to Snaptravel so nowhere its mention during the booking process they use third party travel partners .The website only state Snaptravel is a third Party Travel partner. Although money have been withdrawn from Hotel account why no refund took place? Wrong and misleading information puts the client in tough situation. Snaptravel was unable to provide the service i paid for. Snaptravel refused to process the refund even though Hotel Gm approved and money was withdrawn from Hotel account. False sales practice with misleading information and service by snap travel. Booking Id . B_2477451 I would recommend everyone facing the situation can reach me at 7782332252.Lets file a legal paperwork and share our story with local news .This situation can happen with anyone lets be together and put the end to false representation by company site.”

Helpful Report

Posted 4 years ago

Hi Abhishek, thanks for reaching out and we're sorry to hear about your experience. Kindly note that as a 3rd party, our negotiation for a refund isn't always directly with the hotel. We have to involve a number of partners, who can be very strict about the non-refundable terms of the booking. An unsuccessful request for a refund is not an outcome that we like, but unfortunately, we have to abide by the policies of our partners.

Posted 4 years ago

“WORST EXPIERIENCE EVER! This company is a scam! I booked a hotel room a week and a 1/2 prior to arrival. The hotel never received my reservation and SnapTravel charged my credit card. The hotel stated that they have had a lot of problems with SnapTravel over booking rooms that are not available. SnapTravel will take your money and leave you stranded with no where to sleep. If you call customer service you will get nowhere. This experience has cost me so much time and money.”

Helpful Report

Posted 4 years ago

Hi Cheryl, thank you for reaching out to us and we're sorry to hear about your negative experience. We've reviewed your case and our Amendments team has reached out to our travel partners and they're working on resolving this issue. Please note that they'll provide you with updates about this case through your original chat thread as soon as they hear back from our partners. We apologize for the inconvenience that this has caused. If you require further assistance, please return to your original chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist.

Posted 4 years ago

“AVOID AT ALL COSTS! I was a bit apprehensive about booking with Snaptravel, and I was right to be wary... a few days after making a hotel booking I was advised the hotel was closed and they could accommodate me in a nearby hotel. They said I would be compensated for the inconvenience. I accepted only to find out this ‘nearby’ hotel turned out to be over 35 minutes away. I needed the hotel for its close proximity to work so this new location was now less than ideal! The attitude I had from several ‘customer service’ advisors, were they couldn’t care less, and all replied with the same automated response. When I pointed out the original advisor promised me compensation they denied it and said they do not offer any compensation. When I asked them what their complaint process was, they supplied me with an email address, to which I received the same automated couldn’t care less response. What kind of organisation are these people running?! Because of their mistake I am in this mess! Avoid at all costs!!!”

Helpful Report

Posted 4 years ago

Hi Sam, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that our team was able to relocate you to another hotel as per your agreement. Kindly note that we have since issued you additional compensation in Snaptravel credits, to be used within the upcoming year. We appreciate your understanding on this matter and apologize for the inconveniences caused.

Posted 4 years ago

“After booking a "1-bed classic room - with hotel's choice of king/queen/double bed" the reservation turned out to be for a "quad room dorm" - not ideal during pandemic. This was not mentioned anywhere during the booking process and I presented Snaptravel with screenshots to prove it. Snaptravel refused to do anything about it - neither refund, nor make sure the reserved room is what I get. An email they asked me to send did not get replied. A promise for "an escalation team" to call me back was not honored. The non-refundable reservation Snaptravel created went through booking.com. Ultimately I called booking.com, they gladly contacted the hotel, explained the situation and refunded me.”

Helpful Report

Posted 4 years ago

Hi Vladimir, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that our Urgent Care team has determined that the room you booked is for a Bed In Quad, meaning it may have two or more beds. If you would like to change it to a Classic room you have to coordinate with the hotel directly, because we are not able to change it here on our end since your booking is a non-refundable and non-amendable. Thank you for understanding on this matter.

Posted 4 years ago

“The worst experience ever.#SnapTravel don't let them fool you. I booked a reservation for three adults for the Hard Rock Punta Cana for four nights. I was sent a voucher stating the reservation was for three adults. After making the reservation and being charged immediately to my credit card I was told by the hotel that my reservation was only for two adults. I contacted Snap travel four days prior to my trip and they advised me to rest assure that they would fix it prior to my arrival to the hotel and not to worry as my check in at the hotel would be seamless as there ammendment team would contact the hotel. All conversations with them are done thru text messages. They appologize for the inconvenience and nothing gets resolved. I spent the entire day at the lobby of the hotel trying to checkin and they never replied back to the hotel. In order for me to check in I was charged an additional $800 for the third adult. Extremely dissapointed as if I would have booked directly with the hotel it would have been cheaper. If your reading this review don't make the same mistake I made in order to save a few dollars. It is now two days left of my stay and Snap Travel has done absolutely nothing to resolve the issue. I have screen shots of the entire conversation with Snap Travel. Promises that were made and nothing done by them to resolve the issue. Thank you Snap Travel for ruining my vacation. I will be taking this as far as I can.”

Helpful Report

Posted 4 years ago

Hi Emily, thanks for reaching out and we're sorry to hear about your experience. Upon reviewing your case, it appears that we are still working on your request. This can take some time because we need the approval of both the hotel and our travel partners to make sure everyone's on the same page. We apologize for the wait and appreciate your understanding on this matter.

Posted 4 years ago

“They sold me a hotel that was closed during a statewide power outage in freezing temperatures. I asked for a refund but hours later I got a text that said they found another room for me. By this time I was unable to travel to this room and I called them and, again, requested a refund. They have charged me and refuse to give me money back for the room I never received. I’m an looking into filing a lawsuit.”

Helpful Report

Posted 4 years ago

Hi Stewart: thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, our Urgent Care team and travel partners were able to resolve your case as they offered you an alternative hotel to stay at due to the original hotel you booked at being closed, and you accepted the relocation offer. As a result, we were charged for the full amount for your booking and therefore, we are unable to provide you with a refund. Apologies for the inconvenience.

Posted 4 years ago

“Terrible customer service was told I could get my money back after being exposed to covid to cancel a hotel and they never called the hotel (which I did to confirm it was okay) to get it canceled. Told me it would take a day and then took a week and a half to tell me I wouldn't be getting any refund. If you're unsure about staying somewhere with these times. DONT USE SNAPTRAVEL.”

Helpful Report

Posted 4 years ago

Hi Paul, thanks for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, it appears that your refund request was denied by our travel partner. As a 3rd party, our negotiation for a refund isn't always directly with the hotel. We have to involve a number of partners, who can be very strict about the non-refundable terms of the booking. An unsuccessful request for a refund is not an outcome that we like, but unfortunately we have to abide by the policies of our partners. We apologize once again for the inconvenience.

Posted 4 years ago

“I booked a room thru snap travel during a storm and they took payment but when I got to hotel they had no internet due to storm and couldn’t verify my paid reservation thru snap travel even though I showed them the confirmation email that it was paid and snap travel refuses to refund my payment even after being told by hotel that they did not give me a room or except payment from snap travel .. so snap travel is just gonna keep my payment all to themselves.. me and hotel tried for over an hour to find sumone to speak to at snap travel but no luck untill hours later after I had left and had to pay for a room at a hotel right across the street from the one that wouldn’t except the reservation, very shady company and that’s main reason hotel wouldn’t honor there reservation without being able to receive the payment up front from them ..Not worth the risk to save $5-$10 dollars thru this company”

Helpful Report

Posted 4 years ago

Hi Kevin, thank you for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that our Urgent Care team has already issued you a full refund back to your original method of payment. Please note that it may take up to 3-5 business days for your financial institution to process this and for the refund transaction to reflect on your bank statement. If you require further assistance, please return to your original chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“I had a horrible experience with this company I met a reservation was Wyndham hotels in Wilkes Barre upon checking in at the hotel they demand a 200 cash incidental fee which I was on aware of I informed the woman at the front desk I only had half of that on me I would have to transfer money from one account to another which would take at least a day to clear so I was not allowed to check in to the hotel and then I had already paid for at which point I requested a refund and was refused when I explained to snap travel the situation they informed me there's nothing they could do and they would not the issuing me a refund as well”

Helpful Report

Posted 4 years ago

Hi Megin, thank you for reaching out to us and we're sorry to hear about your negative experience. It's a standard practice for hotels to charge guests a deposit and/or resort fee. These fees are listed in the hotel's "About" section on the booking page and also on the confirmation page after a booking is made. Therefore, as the requirement to pay these fees was made clear throughout the booking process, we are unable to move any further with this case. If you require further assistance, please return to your original chat thread and type "Agent" to be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience.

Posted 4 years ago

“DON'T USE THIS SITE!! THEY WILL RIP YOU OFF AND CUSTOMER SERVICE IS RUDE!!! I had to cancel my reservation due to this winter storm that has passed through and they would not refund my money for the hotel room even though this was an act of God.”

Helpful Report

Posted 4 years ago

Hi Teresa, thank you for reaching out to us and we're sorry to hear about your experience. We've reviewed the cancellation policy associated with your booking and it's non-refundable and non-amendable. Therefore, as we're being charged for the full amount of your booking by our travel partners, we're unable to make any changes to your booking. Apologies for the inconvenience.

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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