Super.com Reviews

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

4.5 Rating 6,007 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,007 reviews

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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I booked a trip through snaptravel over a month before my trip. 2 days prior to my departure, I received an email from snaptravel saying I can't stay at the hotel I booked because it was closed due to covid. The first issue is them waiting so long to notify me of this issue. Only giving me two days doesn't seem fair. The second issue is, that they lied. I went to the hotels website and booked a room through them after receiving the message from Snapchat travel. Clearly they weren't closed. I would use a more reputable site, such as Expedia or TripAdvisor. Snaptravel is a scam in my view. Use a different service.”

Helpful Report

Posted 3 years ago

We are truly sorry to hear how you feel about our service. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, you have procedures in place to reduce that negative impact as much as possible. 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 and confirm with our travel partner why it was reported the accommodation was closed. Thank you.

Posted 3 years ago

“I booked a hotel with them. Got to the hotel, checked in. Checked several days later and I was charged once by snap travel and once by the hotel. I contacted snaptravel. They stated there was nothing they would do and I needed to contact the hotel. I contacted the hotel and after much time spent, we found the reservation and found the issue. When the reservation was made by snaptravel, they did not attach their payment. Thus I was charged again. Poor customer service. Good luck if anything goes wrong.”

Helpful Report

Posted 3 years ago

Hi there, 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

“I paid extra for a room for free cancellation. I do this because my husband has leukemia and I never know if he’ll be able to travel. This company says I can’t get it refunded. Fraudulent ads. I’ll never use them again. Their phones aren’t working so I can’t even communicate except by text and I think it’s a machine I’m texting with. 😡😡😡”

Helpful Report

Posted 3 years ago

Hi there, 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

“Quite possibly the worst travel company I have ever booked with. Cannot get in touch with them. Will not refund even when the booking was affected by covid-19. NEVER use this company”

Helpful Report

Posted 3 years ago

Hi Sophie, 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 booked and paid for the motel in advance with Buena Park Inn. When I went to check in I was advised that they don't allow pets. So, they cancelled my reservations and advised me to contact Snap Travel. The only reason I booked that motel is because it showed that pets were allowed per Snap Travel site. When I was looking for motels through Snap Travel I even put the filter on that says, "pets allowed". So when I clicked on this motel I made sure it said pets allowed. That was the only reason I clicked, "book now"”

Helpful Report

Posted 3 years ago

Thank you for the review, Sheryl! We are truly sorry to hear that you had trouble with your reservation. As we cannot identify your booking through this review, to check the pet policy, 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 made a reservation for a hotel 9/1 to 9/4. The confirmation snaptravel sent me stated 8/1 to 8/4. I call, chatted but had the same message repeated "Sorry, there is nothing we can do" and the customer service representative refused to provide me the phone number to corporate or pass me to a supervisor. I reached out the snaptravel through social media and have not received a response. Reached out to the BBB and they took my complaint but snatravel has not responded. They have excellent prices for hotels but it appears to be more of a hook than the real thing. The money was taken out of my account already , snaptravel refused to change the dates, call the hotel or help me despite me reaching out to them and paying the VIP fee. Sadly, they would have had a good customer but after being basically told to "get lost" and being ignored, I can only say, be careful... Reserve at your own peril.”

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

“I booked reservations on Snaptravel for a hotel that doesn't even exist. Luckily, I found out and cancelled but really, what was going to happen? I travel to Mexico with my snaptravel voucher and what? Show up to find there is NO HOTEL????”

Helpful Report

Posted 3 years ago

Hi there, thanks for reaching out to us and we’re sorry to hear about your negative experience. Unfortunately, we’re 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”. From there, you will be connected to one of our 24/7 live agents who would be more than happy to assist. Apologies for the inconvenience

Posted 3 years ago

“A scam. I received hotel confirmation with dates I DID NOT enter. Finally got in touch with someone and got nothing but excuses and no acknowledgement they had made the mistake. All while a ROOSTER was making all kinds of noise in the background. Yes. A Rooster!”

Helpful Report

Posted 3 years ago

Hi there, We are sorry to hear about your negative experience. I've reviewed the policy on this booking, and as it's non-refundable and non-amendable. Unfortunately, this means that we are unable to make any changes to your booking, including changing the dates. Please note that this was communicated on the booking form, and later on the confirmation page. Thank you for understanding. Regards, Corporate

Posted 3 years ago

“No reservation and no refund. Do not use this company!”

Helpful Report

Posted 3 years ago

Thanks for reaching out. We are truly sorry to hear about your negative experience. 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.

Posted 3 years ago

“This site grabbed me from the real hotel site I was trying to book. In my search engine was pet friendly necessity. Snaptravel booked a non-pet friendly room. Called the hotel and they said call Snaptravel. I someone in the Philippines. They could not help me. Eventually, after a wasted half hour, I called the hotel again. They were helpful and will rebook the room. I will never use this web site or Expedia again. Its a sham. No customer service. Waste of time and money.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for reaching out and I am very sorry to hear about your less than satisfactory experience. We value our customers' opinions and would like to thank you for bringing this to our attention. Our team of professionals is dedicated to providing you and everyone else who visits SnapTravel with only the best there is to offer. We appreciate your comment and will consider your feedback for future endeavors. Regards, Corporate

Posted 3 years ago

“This company's incompetence is the lowest I've ever seen in booking and confirming hotel reservations. They take your money without providing a reservation number and the hotels have no record of booked rooms from this agency. There is no upper level management that can quickly resolve the issue of refunds and they continuously give the proverbial 'round around' instead of attempting to meet some level of customer satisfaction. If I do not recieve a full refund soon, I will contact a lawyer. And after all of the bad reviews I've seen, I'm thinking it could very well be a class action lawsuit.”

Helpful Report

Posted 3 years ago

Hi there, We are truly sorry to hear that you had trouble with your reservation. Upon checking in our system, our Urgent Care team is currently working on your case and will be in touch with you as soon as possible. We apologize for the inconvenience and appreciate your patience in the interim. Regards, Corporate

Posted 3 years ago

“We needed to make a change to our initial reservation. We called three times. Each time they said they would escalate our request and get back to is within a specific tme frame and each time they failed to do so for what was a very simple request. In the end, they never switched the dates or gave any sort of refund because of language in the fine print that they could have told us immediately on the first call, but failed to do so, wasting a bunch of our precious vacation time as we tried to get a clear response from them. Their customer service is a joke. DO NOT USE THIS COMPANY'S "SERVICE." If anything goes wrong they will give you the run around while taking your money.”

Helpful Report

Posted 3 years ago

Hi Melissa, We are sorry that you didn't feel supported in your most recent experience with our Support team. As we are unable to identify your Order ID through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

“I hope for the clients safety that they can find another app. I was calling The costumer service for 4 days a nobody care about that. I mede a reservation trough SnapTravel for a bed with the kitchen in Sanibel and For a mistake in their app i get a room only without a kitchen. And nobody help me , or call the hotel , they lie to my and told me that rhey gonna fixed calling the hotel and when i call the hotel again they never received a call form SnapTravel and they couldn’t change my room. So find another app, Hotel is super good . Expedia . If no these people don’t care about you , your family or your time. I am sorry but the hotel WaterSide Inn Sanibel Fl can tell you that too. They worst for me now”

Helpful Report

Posted 3 years ago

Hi Liz, We are sorry that you didn't feel supported in your most recent experience with our Support team. As we are unable to identify your Order ID through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

“Does not repay double payment for double booking. Be very careful using this site.”

Helpful Report

Posted 3 years ago

We are sorry to hear about your experience. As we are unable to identify your Order ID through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

“Booked a hotel with Snap Travel and the hotel did not have a reservation for me. Tried to resolve it with them through online chat and they provided me a hotel confirmation number that was 5 years old and under another name. Contacted them again and they would not help me and Insisted they already provided me a number. Do not ever use this hotel app. It is fraudulent.”

Helpful Report

Posted 3 years ago

As we had replied in a different platform, we’re sorry that you have that perception about our service, and that you didn't feel supported in your most recent experience with our Support team. However, we want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. This is noted with your confirmation notice. In addition to the Order ID you got from Snaptravel that always starts with B_, so it is not a reference from 5 years ago as stated, you'll also be provided the hotel internal number.

Posted 3 years ago

“We contacted Snaptravel to make reservations in Vancouver, Washington. Instead they made reservations in Vancouver, British Columbia. They charged us for two rooms and would not refund our money. We contacted them and they admitted they made the mistake but would not give us back our money. DO NOT DO BUSINESS WITH THIS COMPANY!”

Helpful Report

Posted 3 years ago

We are sorry to hear about your experience but that doesn't sound right! As we are unable to identify your Order ID through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

“They sold me a VIP package, then chose to stop honoring it, and they would not refund the money. Their customer service chat is outrageously bad, handing me off multiple times to different people, and in the end resolving nothing.”

Helpful Report

Posted 3 years ago

We are sorry that you didn't feel supported in your most recent experience with our Support team. As we are unable to identify your booking through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

“I canceled a reservation way before the expiration. Almost 2 weeks later still no refund.”

Helpful Report

Posted 3 years ago

We're truly sorry that your experience, Waynette. 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

“Pretty much a scam! Booked a hotel through Snaptravel and was charged upon the booking. When we showed up the day of our reservation, the hotel had our reservation, however, Snaptravel never transferred the money on their “virtual card” so nothing was paid. The hotel clerk said they have had trouble with Snaptravel doing this and that they try to scam people. We contacted their customer service and were given the run around several times hearing them recite the same script over and over. Finally they issued the money to the hotel but it took several hours for them to transfer it and me throwing a fit over the phone. DO NOT USE SNAPTRAVEL!!”

Helpful Report

Posted 3 years ago

We’re sorry that you have that perception about our service, and 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. Nonetheless, technical issues like this can happen in the travel industry and it saddens us to hear that the hotel has responded in such matter. We are glad to hear it was resolved and you could enjoy your stay.

Posted 3 years ago

“Terrible experience with Snaptravel! They canceled my hotel booking due to COVID. However there were no restrictions in place for them to need to do so. I contacted the hotel directly and was told that yes they could see my booking had been cancel but was not by them. Snap travel then made it impossible to contact their so called “amendment team” which apparently had been notified of my issue and were going to contact me. I’m still waiting! They’ve taken my money and not provided the service. Don’t be fooled by the extra couple of dollars you may save booking with them. It’s a scam!”

Helpful Report

Posted 3 years ago

Hi Jaime, We are sorry that you didn't feel supported in your most recent experience with our Support team. As we are unable to identify your booking through the information in this review, we kindly ask you to, please send an email to corporate@snaptravel.com with a summary of your case and Order ID. Thank you!

Posted 3 years ago

Super.com is rated 4.5 based on 6,007 reviews