Super.com Reviews

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

4.5 Rating 6,011 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 6,011 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 normally use Booking.com and never have an issue with them being somewhat flexible in emergencies. I thought I'd try Snaptravel this time as their prices were about $15 less. Big mistake! I had car trouble and needed to push my reservation ahead by ONE day. Still wanting to stay 2 nights. But there was no alternative to just push it out one day. No way to contact a customer service representative on the phone. Then I checked BETTER BUSINESS BEAUREAU and found they had well over 500 complaints in the past 3 years! Then checked their reviews and it was pure complaints with the same response from Snaptravel in almost every response message. Big lesson for me to always check-out reviews/complaints before trusting a 'seemingly' legit company... I ended up paying for a night that I couldn't use. NEVER again with this company.”

Helpful Report

Posted 4 years ago

Hi Connie, thanks for reaching out to us. We've looked at the cancellation policy associated with your reservation and it's non-refundable, non-amendable. This means that we can't make any changes to the reservation, including changing the dates. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“name is nyoka evans I have been trying to resolve this since august to no avail. I booked a room on snaptravel for August 6th thru the 10th at the double tree hilton in nanuet NY. Upon arrival at 4pm the hotel canceled my reservation and I was unable to check in due to the hotel having lost of all power because of the hurricane that happend. They were not able to accommodate peoples stay and I had to seek other arrangements. They canceled my reservations on the spot and stated since i booked with a 3rd party i had to reach back out to you for refund. They stated you csee that the reservation was cancelled on their end from the hotel location at point of check in. Since this was not my fault I need the full amount for this to be cancelled and put back on my debit card immediately. I have called several times to snaptravel you dont pick up the phone. I finally called my bank and disputed the charges since your company has no follow up or way to communicate. Calling their phone service is a joke. I also reached out to the snaptravel messenger and this service is a bot. How funny they have no way to contact them. I had to borrow another 430.00 to find another hotel because I used all the money I had to book this room. I have the cancelation form from double tree as services were not rendered. My bank has already started a claim to return my funds that you have on hold. I just again was debited from my account today the amount the full amount. My bank stated it wasn't fraud. So yes they rolled in their favor for the type of reason i but in an effort to get my money back.Yes I did approve this transaction, but any logical person knows if there is a natural disaster and the hotel turns people away and you have proof the original company cannot keep payment. I have not heard back from you.. i plan to take civil actions against snap travel to get my money back for services not rendered do to no fault of my own. A natural disaster, nothing to do with the late cancelation policy.I am giving you 1 more opportunity to please make this right.. Can you please call me back so I know this is taken care of. If not I will be reporting this to better business bureau and also my review will be scathing. I have started the process of filing a civil suit in the amount of the original amount plus pain and suffering. I look for a speedy and easy resolution to this matter. I need this money refunded it has been 3 months i have been dealing with this. My father passed away 10-18-2020 and this money still not being refunded to me is making it hard for me to help with his final exspenses. This is my last attempt for resolution. I will give this a week then I will file this in court. Don't use this company will give you the run around. Not legitimate when it comes to refunds.”

Helpful Report

Posted 4 years ago

Hi Nyoka, thanks for reaching out to us and we're sorry to hear about your negative experience. It appears that our AM team is now working on your case and will reach out to you directly via your existing chat thread. Sorry for the inconvenience caused.

Posted 4 years ago

“Do not recommend! What few dollars you might save is not worth it. We had two different stays booked with snap travel and we were displeased with both. On the first one their customer service (chat bot) did not work well and couldn't help me with contacting the hotel about a late check in die to a delayed flight. On the second stay we had to cancel and then we found out the stay was nonrefundable. We spoke with the hotel and they have a 48 hour full refund cancellation policy. If you want good customer service do not use snaptravel. You're stuck with a bot that does not understand basic requests and if you do get lucky enough to get an agent, they aren't helpful.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. As we are a third party booking site we do have different policies and procedures than the hotel. I've looked at the cancellation policy on your booking, and it's non-refundable. If you cancel this booking, you won't receive a refund for the booking amount. Sorry for the inconveniences caused.

Posted 4 years ago

“This is a scam! Stay away!! They take your money then you can’t contact them!!”

Helpful Report

Posted 4 years ago

Thank you for reaching out. We've reviewed your case and our Amendment Team is currently working with our partners on your refund request. We'll update you as soon as we hear back from our partners, 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 had a trip planned with my husband and a day after I booked hotel we found out we were in contact with someone who had COVID. And we were supposed to leave that weekend. I chatted with snap travel to see if I could reschedule or get refund since we did not want to travel if we had it. Snap travel did not refund or allow to reschedule. Customer service just said I can’t help with that. I thought given the current situation and looking at public safety they would understand. I am out $512. Oh forgot to mention I called the hotel and they canceled and said place where I booked the hotel from will refund me money.”

Helpful Report

Posted 4 years ago

Thanks for reaching out to us. After reviewing your case, we can not issue a refund is because you have filed a chargeback on this booking. Therefore, any compensation will have to come through your financial institution. We're sorry for the troubles caused

Posted 4 years ago

“Shocking. I got a phone call at 3pm to say my accommodation wasn't available. They were seeking an alternative. After chasing for 2 hours whilst sitting in our car with nowhere to stay and calling the alternative hotel who stated there had been no enquires we booked elsewhere. No refund at all as they miraculously confirmed my booking at the other hotel 2 mins after I messaged them wanting a full refund. Ruined my birthday weekend. Never use”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us. After reviewing your case, we can not issue a refund is because you have filed a chargeback on this booking. Therefore, any compensation will have to come through your financial institution. We're sorry for the troubles caused.

Posted 4 years ago

“Made a reservation but when I arrived at hotel there was no reservation under my name. I had pay twice and they refuse to refund me”

Helpful Report

Posted 4 years ago

Hi Jon, thanks for reaching out to us and we're sorry to hear about your negative experience. Upon reviewing your case, it appears that our team is currently waiting for you to provide a copy of the invoice from the hotel for the booking that you paid again directly. Please note that we are unable to move any further in this case without the invoice. Thank you.

Posted 4 years ago

“It stated do you want a double bed or king when selecting. I selected King and we get to hotel and they had no rooms available.”

Helpful Report

Posted 4 years ago

Hi Jeanna, 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 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. Thank you!

Posted 4 years ago

“They cancelled my non refundable booking without my knowledge and left me stranded”

Helpful Report

Posted 4 years ago

Hi there, we're sorry to hear about your experience. Upon reviewing your case, it appears that it has been resolved as our agent was able to provide you with the hotel confirmation number. Sorry for the inconvenience.

Posted 4 years ago

“Somehow I don’t believe them or their automated service are “ sorry “ for anything. Thank goodness I always book on my credit card. You people are disgusting shameless scammers. Paid in good faith turned up at hotel NO RESERVATION RECORDED OR MADE BY YOURSELF !!! The hotel in question is the best in London they will be working alongside me and the credit card company to have you shut down. Amateurs”

Helpful Report

Posted 4 years ago

Hi there, we're sorry to hear about your experience. As we cannot identify your booking, we request you to please type "agent" in your existing chat thread and one of our 24/7 live agents will be happy to assist you.

Posted 4 years ago

“If I could give less stars then I would. They would not give me a refund or even credit for a booking which has now been cancelled due to the second lockdown in the UK.”

Helpful Report

Posted 4 years ago

Hi Sarah, sorry to hear about your experience. Upon reviewing your case, it appears that our team is currently working on your refund request. We will reach out to you directly once we reach a resolution. Thank you for your patience.

Posted 4 years ago

“We never booked anything with you, but my son’s bank account (he’s a teenager), today 10/31/2020 had a withdrawal for $865 for Snaptravel. We have NEVER, EVER even heard of your company. Pure fraud here. Thankfully we caught it and the bank is dealing with it. After reading the other reviews, kinda make me wonder how light you are.”

Helpful Report

Posted 4 years ago

Hi there, we're sorry to hear about your experience. We have strict policies against fraud and request that you reach out to your bank immediately.

Posted 4 years ago

“DO NOT BOOK WITH SNAP TRAVEL!! THEY ARE THIEVES. if I could give a -5 I would. I booked a hotel out of the country through snap travel to have a medical procedure done and I was notified by the doctor in the foreign country that all operating rooms were closed due to a spike in COVID-19 cases. I paid over US$800, snap travel refused to give me a credit for the hotel stay. They kept the $800 and did not give me a refund or credit. That’s US$800 these people are without consciences. They were very matter-of-fact about keeping my money. Do not book with them!!!!!!!”

Helpful Report

Posted 4 years ago

Hi Wendy, sorry to hear about your experience. Upon reviewing your case, the cancellation policy on your booking is non-refundable, non-amendable. This means that we can't make any changes to the reservation, including changing the dates.

Posted 4 years ago

“I ordered the $4 add-on that said someone would call the hotel and ask for an upgrade. When I arrived, I asked them about the upgrade and the lady specifically said that no one had called about it. Plus, they promised "24/7 concierge support" as part of the $4 add-on, but provided no contact info to use it (the only way to contact them was a form on their website where they claim "We normally respond within 1–2 business days").”

Helpful Report

Posted 4 years ago

“Terrible company, terrible service, never use these guys ever.”

Helpful Report

Posted 4 years ago

Hi there, thanks for reaching out to us, we're sorry to hear about your experience. Upon reviewing your case, it appears that your reservation is non-amendable, non-refundable. This means that we can't make any changes to the reservation, including changing the dates.

Posted 4 years ago

“Hello everyone. I work at a hotel here in Seattle, and I have been in the hotel industry for some 18 years now. I just want to warn you about Snap Travel. It's easy for people to see a cheaper price and think that will work for them, and what Snap Travel does is partners with a 3rd party/usually hotelbeds.com/and that is why when you arrive to your hotel your reservation might always with Snap travel never reached the hotel you think you might thought you booked it with, so your now having to call Snap Travel to get it worked out, and they tell you they have to check things out with their partnering booking site. Because of this there has been many, and I mean MANY of times where to wait on Snap I have had guests waiting in the lobby for over three hours of more to get it all resolved. If that is not enough then you might have to wait again as they provided the hotel a bogus virtual credit card. I know you may just see the cheap price on Snap Travel's website, however I am hear to tell you there is even a bigger price to pay by the time you arrive to your hotel/and that is spending hours and hours awaiting Snap Travel to resolve it all. I tell all my hotel guests to book through Expedia or Booking.com”

Helpful Report

Posted 4 years ago

Hi Marcus, thanks for reaching out. We are a third party booking website and work with many partners to get the best deal for our customers. We are extremely transparent with our customers and our 24/7 live agents can be reached out to by typing agent in their existing chat thread. You can learn more about us on our Trustpilot page - https://ca.trustpilot.com/review/snaptravel.com or our support page - https://snaptravel.freshdesk.com/support/solutions/articles/48001014531-how-do-i-know-snaptravel-will-get-me-the-best-deal-.

Posted 4 years ago

“Absolutely the worst company ever. Never recieved my refund for a night that i never stayed in a hotel. Provided all documents and the hotel had contacted them directly. They have lied 2x about the reason they cannot issue the refund. I finally gave up and will let my bank dispute it. This is the worst customer service and they refuse to help. Scam. Beware!”

Helpful Report

Posted 4 years ago

Hi Christina, thank you 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 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 happy to assist. Thank you and we apologize for the inconvenience.

Posted 4 years ago

“Be Careful Booking!!!!!! We went to book our stay at Ana y Jose Hotel and spa via trip advisor. It was filtered to Snaptravel and it automatically booked another hotel that was classified as “similar” without us knowing. We contacted several hours later after the confirmation was populated with the wrong hotel. The replied saying they are unable to refund! Total scam. Make extra sure if using Trip Advisor and Expedia that SnapTravel is not populated!! This is total scam”

Helpful Report

Posted 4 years ago

Hi Tresia and Jason, thank you for reaching out to us. Unfortunately, we cannot make any changes to the reservation as the hotel's information was presented on the booking page. We've also looked at the cancellation policy on your booking, and it's non-refundable, non-amendable. This means that we can't make any changes to the reservation, including the dates.

Posted 4 years ago

“They should be investigated. They advertise a rate, after they take all you financial information, they say the hotel is fully booked. Which is untrue after I check directly with the hotel. This happened twice already. So not sure if this is a legitimate website. Be careful!”

Helpful Report

Posted 4 years ago

Hi there, we can assure you that we are a legitimate company. We have been featured in the New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We source our hotel rooms from different partners including Expedia, booking.com and hotels.com to get you the best price. What makes us special is our access to exclusive deals which are only available through direct messaging. For more information about Snaptravel, please visit our website! http://www.snaptravel.com

Posted 4 years ago

“DESPITE THE REASONABLE HOTEL PRICES, DO NOT BOOK THROUGH SNAP TRAVEL. THIS IS A SCAM. I have booked a hotel in Virginia Beach well in advance for me and my 3 year old daughter to visit her father/my husband who is serving in the military. I received an email from them a week before our check in date stating the following: "We checked in on your reservation and unfortunately, the hotel will not be able to accommodate you. This is because of a SYSTEM GLITCH." I have called both my hotel and Snaptravel every day since receiving this email. This issue has not been handled. They debited my credit card when I booked online. Every time I speak to the hotel I booked, they have my reservation. It is "active, open, and there is nothing wrong with the reservation". Yet, when I continuously speak to Snaptravel, they tell me that they have to change my reservation. Now, I find out that I have 2 different reservations for the same exact time period for different hotels in Virginia Beach and if I do not show up for the second hotel I NEVER BOOKED, I will be charged for the night. This is a SCAM. DO NOT USE THIS SITE. I am planning on sharing this on every review site, facebook groups, BBB, etc as I highly doubt this issue will be resolved. I have been very proactive since receiving their email with calls, text, emails and no resolution. SHAME ON YOU, SNAP TRAVEL. And because I know you reply to this post acting like you are trying to resolve it, with "Unfortunately, we are unable to identify your booking through the information provided in this review"... my name is Christina Paris, and you have ALL my information and phone number for this reservation, as I have been calling EVERY DAY. SCAM SCAM SCAM SCAM SCAM!!!!”

Helpful Report

Posted 4 years ago

Hi Christina, thank you for reaching out to us and we're sorry to hear about your experience. Upon reviewing your case, our team has reached out to our travel partners and is currently waiting for a response. Please note that any updates regarding this case will be provided through your existing chat thread. Thank you for your patience.

Posted 4 years ago

Super.com is rated 4.5 based on 6,011 reviews