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

“This service is racist, they will not refund our money and told us to leave the hotel where we booked a night after reporting theft of items out of our hotel room.”

Helpful Report

Posted 4 years ago

Hi Ivan, thank you for reaching out to us and we're sorry to hear about your experience. We kindly ask that you return to your existing chat thread and type "Agent" to be connected with one of our 24/7 live agents who would be more than happy to assist. Thank you.

Posted 4 years ago

“Awful company. No communication between snap travel and other companies meaning they cannot sort amy issues”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. Unfortunately, we are unable to identify your booking through the information provided in this review. We kindly ask that you return to your existing chat thread and type "Agent" to be connected with one of our 24/7 live agents who would be happy to assist. Thank you.

Posted 4 years ago

“When I asked for a refund for a stay that I no longer needed I was treated horribly and never got it back. Do not recommend. I never received a confirmation email, but after enquiring with ingliston (the hotel) they confirmed that the booking was successful. I then found a better deal advertised by ingliston and booked directly through them instead and ingliston then requested a refund from Expedia/snap-travel on behalf of myself. Ingliston hotel was then told by Expedia that I would receive a refund. However, weeks later I had still not received a refund and decided to query this with Expedia who were extremely rude and were no help at all. I then contacted the hotel who kindly chased it up for me. After looking at their records the hotel informed me that it looks like I have been refunded, but they believe that Expedia gave my refund to snap travel instead of directly to me. They also believe that the confirmation email was sent to snap travel instead of to myself which is extremely disappointing. This whole process has been a massive hassle to both myself and ingliston hotel (who have been amazing in supporting me). I am extremely disappointed with the lack of communication between snap travel and Expedia as this is obviously the root of this issue. I was told again and again that since it has been more than 30 days since my stay that I couldn’t file a complaint or receive a refund. I have been trying to get this refund since the 3/8/20 (one day after my stay) and have been in contact with both ingliston and Expedia since this time. I was only told last week that I had to contact snap travel to receive my refund. I have never been told that there was a limit of 30 days to file complaints. However, even if I had been aware of this, I made my complaint within 30 days and it was a result of a lack of communication on snap travel’s part as well as Expedia that it has taken so long.”

Helpful Report

Posted 4 years ago

“When I asked for a refund for a stay that I no longer needed I was treated horribly and never got it back. Do not recommend. I never received a confirmation email, but after enquiring with ingliston (the hotel) they confirmed that the booking was successful. I then found a better deal advertised by ingliston and booked directly through them instead and ingliston then requested a refund from Expedia/snap-travel on behalf of myself. Ingliston hotel was then told by Expedia that I would receive a refund. However, weeks later I had still not received a refund and decided to query this with Expedia who were extremely rude and were no help at all. I then contacted the hotel who kindly chased it up for me. After looking at their records the hotel informed me that it looks like I have been refunded, but they believe that Expedia gave my refund to snap travel instead of directly to me. They also believe that the confirmation email was sent to snap travel instead of to myself which is extremely disappointing. This whole process has been a massive hassle to both myself and ingliston hotel (who have been amazing in supporting me). I am extremely disappointed with the lack of communication between snap travel and Expedia as this is obviously the root of this issue. I was told again and again that since it has been more than 30 days since my stay that I couldn’t file a complaint or receive a refund. I have been trying to get this refund since the 3/8/20 (one day after my stay) and have been in contact with both ingliston and Expedia since this time. I was only told last week that I had to contact snap travel to receive my refund. I have never been told that there was a limit of 30 days to file complaints. However, even if I had been aware of this, I made my complaint within 30 days and it was a result of a lack of communication on snap travel’s part as well as Expedia that it has taken so long.”

Helpful Report

Posted 4 years ago

“When I asked for a refund for a stay that I no longer needed I was treated horribly and never got it back. Do not recommend. I never received a confirmation email, but after enquiring with ingliston (the hotel) they confirmed that the booking was successful. I then found a better deal advertised by ingliston and booked directly through them instead and ingliston then requested a refund from Expedia/snap-travel on behalf of myself. Ingliston hotel was then told by Expedia that I would receive a refund. However, weeks later I had still not received a refund and decided to query this with Expedia who were extremely rude and were no help at all. I then contacted the hotel who kindly chased it up for me. After looking at their records the hotel informed me that it looks like I have been refunded, but they believe that Expedia gave my refund to snap travel instead of directly to me. They also believe that the confirmation email was sent to snap travel instead of to myself which is extremely disappointing. This whole process has been a massive hassle to both myself and ingliston hotel (who have been amazing in supporting me). I am extremely disappointed with the lack of communication between snap travel and Expedia as this is obviously the root of this issue. I was told again and again that since it has been more than 30 days since my stay that I couldn’t file a complaint or receive a refund. I have been trying to get this refund since the 3/8/20 (one day after my stay) and have been in contact with both ingliston and Expedia since this time. I was only told last week that I had to contact snap travel to receive my refund. I have never been told that there was a limit of 30 days to file complaints. However, even if I had been aware of this, I made my complaint within 30 days and it was a result of a lack of communication on snap travel’s part as well as Expedia that it has taken so long.”

Helpful Report

Posted 4 years ago

Hi Rachel, thank you for reaching out to us and we're sorry to hear about your negative experience. Our team has reviewed your case and as mentioned, we are unable to move any further as we only accept complaints & hotel documentation up to 30 days after the check-out date.

Posted 4 years ago

“The customer service is pathetic and the worst I've ever experienced. They have no interest in resolving your problems. I had an issue applying a credit for a booking and contacted them to help me apply the credit. They refused, and also mixed my case up with another customer and kept sending me messages about how I would need to contact the hotel manager to get a cancellation. They continuously disconnect you from the chats so that you get frustrated and go away.”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“Would not refund me money that they owed. Absolutely horrific customer service. Please do not use this company.”

Helpful Report

Posted 4 years ago

Hi Rachel, thank you for reaching out to us. We're sorry to hear about your experience. 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

“This company promised to give me a refund and the refused later on. I did everything they asked of me and then when we got it done they moved the goal post. They had told me over the phone that if the hotel agreed to a refund, I could have one. Once I got the hotel to agree, they then said, “our third party partners have to agree as well and they have rejected your refund.” They also will refuse to tell you who this third party is. So they can make you promises and then back out on them blaming a third party who you can’t hold accountable. I even had them review the phone call recording where they said I could Have a refund and they didn’t care. Joke of a company with terrible customer service. Absolutely do not use this if you don’t want the stress of dealing with robots who just keep repeating themselves and are willing to go back on their word.”

Helpful Report

Posted 4 years ago

Hi there, thank you for reaching out to us. We are sorry to hear about your experience. As we are a third party booking site we do have different policies and procedures than the hotel. This means, even if a hotel confirms to you that they have waived the booking fees, we still must confirm this with our travel partner before issuing a refund. In your case, I can confirm that we've already negotiated your cancellation request with our travel partner but unfortunately, they have denied a refund. This is because the hotel charged us and our travel partner for your stay. We're very sorry this is not the outcome you wanted, but we cannot issue you a refund.

Posted 4 years ago

“We're sitting in the hotel lobby waiting on Snao travel to send payment to the hotel because Snaptravels credit card declined when we tried to check in!!! They have no idea how long we have to wait!! I will never use them again and I will post this on Facebook and tell all my family and friends!! Totally shady scam!!”

Helpful Report

Posted 4 years ago

Hi Stacey, thanks for reaching out to us and we're sorry to hear about your experience. Unfortunately, we're unable to identify your booking through the information on this post. Therefore, we kindly ask that if you require further assistance, please return to your existing chat thread and type "Agent" to be connected with one of our 24/7 live agents who would be happy to assist. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“Booked accomadation through Snap Travel, checked bank statement and have been over charged as well as an international transaction fee, contacted their customer service and was asked to text screen shot of bank statement, did this 3 times with no success, then requested their email, did email up with screen shoots of statement, was emailed back from Allen saying it is my banks issue and to take up with them.... Will never ever book with them again and I would strongly suggest others don't either!”

Helpful Report

Posted 4 years ago

Hi Kristine, thanks for reaching out to us and we're sorry to hear about your experience. As we're unable to identify your booking through the information in this post, we kindly ask that you return to your existing chat thread and type "Agent". From there, you'll be connected to one of our 24/7 live agents who would be happy to assist. Thank you.

Posted 4 years ago

“Me and boyfriend booked a room for a night at a nice hotel through them and the email we got showing everything we paid, long with saying no other charges would be occur towards our stay! When we went to check-in we were told we need to put $100 deposit down! We didn't have any extra money to be spending! My boyfriend is extremely sick, plus has to medical procedure done tomorrow and snaptravel would not reverse the charges and didn't care that we where ending up sleeping in the car tonight! We even told them that we had no extra money and they were committing fraud! They said it was our problem and would never put a manager on. This is not the first time they have done this to us! If my boyfriend medical issue gets worst, because we are forced to sleep in our car, they will be sued! DON'T TRUST SNAPTRAVEL EVER!”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“Booked a short stay for my boyfriends birthday, which we shortly after found out we wouldn’t be able to attend because his father (we live with) tested positive for Covid-19. Agents were really unhelpful, and despite the extenuating circumstances of a global pandemic, snaptravel was unwilling to let us rearrange our trip. Not even chance or refund - just rearrange. If I could rate this company negatively, I would. I wouldn’t ever use them again, and I would warn my friends off them at any chance I got. Terrible company, only out for money and not interested in customer experience at all.”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“Bad experience - scam Booked my reservation yesterday through SnapTravel and received a text saying that I don't need to confirm the reservation with hotel! And another text saying that if I want to confirm the reservation with hotel, it will take 6 business days! Didn't sound legit and I texted back asking to refund me the money since I don't find them trustworthy after reading their texts. All happened within minutes. They texted me back asking to respond with the word "Cancel" and I did, but until now, I didn't receive the refund to my ccard. Since all happened within minutes, they could simply void the transaction and my card wont be charged. But they didn't and I am charged. To me they look like a bunch of scammers. I am waiting for the refund.”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“Scam Scam Scam!!!!!!! Do not book though this company!! I will post on as many sites at least 8 times a day with bad reviews so nobody else will go through loosing their money!!!”

Helpful Report

Posted 4 years ago

Hi Ebony, we're sorry to hear about your experience. Upon looking into your case it seems like your case has been resolved as our urgent care team was able to handle this case and was able to confirm your reservation at the hotel. Apologies again for the inconvenience.

Posted 4 years ago

“Zero stars. A total scam. Booked through them and they took my money and once I arrived at motel, I was denied service. SnapTravel now refusing to reimburse based on the motels refund policy. Legitimate company would refund because it's the right thing to do. Terrible customer service. Recommendation to stay away unless you want to throw money out the window and travel and end up not have a place to stay.”

Helpful Report

Posted 4 years ago

Hi there, we're sorry to hear about your experience. We did our best to negotiate for a refund, unfortunately, due to the restricted policies of the hotel, the refund request was declined. Apologies for this outcome.

Posted 4 years ago

“Would not refund my money even though a hurricane is making landfall. Decent but not great rates, poor customer service. Emergencies happen and hurricanes don’t recognize cancellation policies. Apparently these money hungry crooks couldn’t care less. I hope karma comes back on the people responsible for the so called policies!”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“We book a hotel in washington dc but its close because of pandemic. They dont refund us the money, they only said that we can get it through snap credit but we dont want to book anymore in snaptravel there unfair. We owe money at the bank and we need to pay the bank but the bank dont accept snap credits. I dont want to book snaptravel anymore. Its a scam.”

Helpful Report

Posted 4 years ago

Hi there. As we're unable to identify your booking through the information in this review, we kindly ask that you type “agent” via your existing chat thread and one of our 24/7 live agents will be happy to look into this for you. Thank you.

Posted 4 years ago

“NEVER USE THIS COMPANY !!! Because of covid-19 every other company that we had dealt with in booking our accommodation & travel have given us a credit or refund. Not this company though. I submitted my request for a credit, in line with their policy but then never heard from them. I finally found their Facebook page and submitted bad feedback, they replied to me and advised me that because I had gone through my bank and requested a chargeback, they couldn't help me. This was an absolute life because I hadn't been to my bank at all. Still have never received a credit or refund of my $772.”

Helpful Report

Posted 4 years ago

Hi Gail, sorry to hear about your experience. Upon reviewing your case, it looks like you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider. We cannot access your account and any resolution must continue through your financial institution. As your bank has already withdrawn the funds from our account, we are not able to take any further action. Please get in touch with them for any updates on the status of your dispute. Thank you and we apologize for the inconvenience caused.

Posted 4 years ago

“had a booking through snaptravel in Cabo from May 1 through May 4th (Snaptravel Confirmation B_698439). The Hotel Marina Fiesta was not even open at that time and I canceled through snaptravel well before that date. Travel to Mexico was also not allowed at that time. I have disputed the charge several times through AMEX and through snaptravel and snaptravel will not refund my money or give me a travel credit. I called the management at the hotel and they said they never received any money from snaptravel. I don't know how this is fair when I literally was not allowed in the country at the time and the hotel was closed. Snaptravel is basically stealing my money.”

Helpful Report

Posted 4 years ago

Hi Andrew, thank you for reaching out to us. Upon reviewing your case, it appears that our team is currently working on negotiating a refund on your behalf, with our travel partners. We'll update you as soon as we hear back from our partners via your existing chat thread, which can take 10+ business days. Please keep in mind that this request is subject to approval, and may not result in a successful refund to your booking. Thanks for your patience and we'll be in touch soon.

Posted 4 years ago

“I $90 for a room with no Tv, no functioning heater/ac, no working microwave DISGUSTING carpet stains on the bed and the walls were falling apart! NEVER AGAIN!”

Helpful Report

Posted 4 years ago

Hi! We're sorry to hear about your negative hotel 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 hotel management. For more information, please our help and support page - https://snaptravel.freshdesk.com/support/solutions/articles/48000989243-what-happens-if-i-don-t-enjoy-my-hotel-stay-

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

Super.com Reviews