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

“HORRID COMPANY, SHAMEFUL. Would not refund a hotel booking when the actual hotel agreed. Could not go due to forces of nature, beyond my control. High winds cancelled the ferries, thus could not get to the hotel. Hotel was good about it when I called there to cancel, and told me to get in touch with super.com as they will refund it as it was no fault of mine due to weather being the cause. I was going to visit my 92 mom in a nursing home for Christmas, and all I asked for was a different booking so I could go, not even a refund, but a refund would work too. They said they would try. I told them the hotel had already told me that they would agree. They later tell me they are sorry but no they can't refund as the hotel won't refund them! Bull. I know that as I spoke to the hotel, told them to go ahead and book my room to another traveller, and I'm sure that they did. I have all the screenshots of the cancellations of the ferries that caused the issue, no help at all from them. Now I cannot visit my mother in the nursing home at Christmas. Shame on this company.”

Helpful Report

Posted 1 year ago

Hi Sharen, Thank you for bringing your experience to our attention, and we sincerely apologize for any inconvenience you've faced. Our Corporate team is actively reviewing your case, and we are committed to addressing and resolving the issues you've raised. We appreciate your patience.

Posted 1 year ago

“This company is a scam! Run! They refuse to reimburse when I got to a hotel which I reserved with them and the hotel was closed, had to go to another hotel at 1 am. Then they say I must look into a Terms and Conditions document- which does not mention anything about it either. They just play the game of getting customers tired, use Booking or direct deal with hotels. Unbelievable. It is obviously the responsibility of the company that I have contracted the hotel, which is Super.com to provide with the information of check in hours, which they did not and they can easily check that themselves. Instead they just put stupid emails asking for stupid things just to not take responsibility of the issue which is clear and simple and easy to verify on their side if they wanted- which they clearly do not.”

Helpful Report

Posted 1 year ago

Hi Pablo, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has now been resolved by providing you a full refund on resolution. Regards

Posted 1 year ago

“I booked a hotel through Super.com and it was a nightmare. When I arrived at the hotel, they told me that my name was not on the guest list and they had no rooms available. Super.com had already charged me for the booking and refused to give me a refund. They asked me to go back to the hotel and get a letter from them saying that I was not on the guest list, which was impossible because I had already left town. Super.com is a scam and a rip-off. Do not book anything with them. They will take your money and leave you stranded.”

Helpful Report

Posted 1 year ago

Hi Izu, We sincerely apologize for the challenges you encountered with your reservation. Your feedback is crucial, and we are dedicated to ensuring the satisfaction of our customers. Being a third-party booking site, we acknowledge that certain incidents beyond our control may occur in the travel industry. However, we have implemented procedures to minimize such negative impacts. We deeply regret the recent experience you had with our Support team. Your input is invaluable as it guides our efforts to learn and improve. This matter is being reviewed and a member of our team will follow up with you shortly.

Posted 1 year ago

“Super.com has no posted information for how to contact them, and when I finally found a customer service phone number it was only after extensive googling. The agent I talked to was absolutely clueless, kept directing me to type in a website url that redirected to a different website that didn't have the options he was offering, and I fully believe them to be a scam. I was charged by the website AND by the hotel itself, and super.com charged nearly $200 more than what the hotel would have. Not exactly a "deal" even if it is a legit site. AVOID!!!!”

Helpful Report

Posted 1 year ago

Hi Sandra, We sincerely apologize for the challenges you encountered with your reservation. Your feedback is crucial, and we are dedicated to ensuring the satisfaction of our customers. Being a third-party booking site, we acknowledge that certain incidents beyond our control may occur in the travel industry. However, we have implemented procedures to minimize such negative impacts. We deeply regret the recent experience you had with our Support team. Your input is invaluable as it guides our efforts to learn and improve. This matter is being reviewed and a member of our team will follow up with you shortly. In the meantime, regarding the price offered by the hotel, please note that Super Travel provides amazing deals that you usually won’t find online. However, we understand in this case you might have found a lower rate as the check-in was within the next 48h/24h and sometimes hotels lower the rate for their own direct reservations to avoid a large number of empty rooms.

Posted 1 year ago

“yeah don’t even bother using this site. i’ve been trying cancel my membership for a few hours now and it’s saying there is no phone number associated with my account but i’m literally calling from MY number that I USED to sign up. scamming and are trying to steal money.”

Helpful Report

Posted 1 year ago

Hi Julia, We're sorry for any dissatisfaction you've experienced. We assure you we're a legitimate company, featured in reputable publications. Could you please email us at corporate@super.com with your information? The email you provided via this platform is not registered with us. Thank you.

Posted 1 year ago

“After you book the only thing you'll hear from these finance tech bro failson thieves is that the receipt says no changes, no refunds. When you're making your bookings you will be hard pressed to see ANY warning that the $10 a day you save on your booking won't be a savings when they steal your money from you and just repeat that they told you on the receipt you couldn't change your reservation. I wish I had looked at the (non-purchased, non 5-star) reviews. If I had known this was a FinTech company I would have known their whole business model is based on stealing, bad customer service, exploiting a lack of regulation and doing as little as possible for customers while calling their greed and laziness "innovation". Just call your hotel directly, you're not really saving money if they steal it all from you if try to change plans by even one day.”

Helpful Report

Posted 1 year ago

Hi Victoria, We apologize for any negative impression you may have formed about our service. We can assure we are a legitimate company that has been featured in many reputable publications, including Financial Times, Forbes, New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. We understand that you wanted to correct the dates of your stay, nonetheless, you did book a non-refundable rate. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. In the meantime, we do want to bring to your attention that we cannot fabricate reviews, and we are glad that guests who had great experiences with us are also compelled to leave their reviews. Everyone has the right to leave a review, as this is not exclusive to negative experiences. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“This company is a COMPLETE SCAM!!!!! You would think you're getting a deal and you're really not. I don't know who is in charge but the BBB better look into them. I booked a family vacation with them for my daughter's 6th birthday. My mom who was also supposed to join us on the trip DIED. YUP. SHE DIED. The day before my daughter's birthday. Trip was cancelled immediately. I called them and informed them. I sent all the necessary documents they asked me for. They said they would make the exception due to my mother passing. It's been a month. I've been calling because that money needed to go towards the funeral my siblings and I had to pay for. I told every worker I spoke to the situation and they all said the same thing. They will informed the department in charge of that. So I said okay. Can you transfer me through to that department. The person kept avoiding the question. But I think they are trained to avoid the question because this happened on many occasions. The first 3 or 4 people I spoke to said my refund should be here in 3-5 business days. Call back if you don't receive it. So I called back because I didn't receive it. Then they told me that I had to wait 14 business days. Until they make a decision. Then they said they gotta double check. I will be taking them to court and getting a lawyer because this is crazyyyyyyyyyy. It's been a MONTH!!!! Do not use this company AT ALL. Spend the necessary money you have to for happiness. Because this company ain't it.”

Helpful Report

Posted 1 year ago

Hi Ebony, We are truly sorry for the loss of your mother, and we extend our heartfelt condolences during this difficult time. Regarding your reservation, we understand the challenges you've faced in trying to modify or cancel your booking due to the circumstances. Please know that our Corporate team is reviewing your case with the utmost priority and is committed to resolving it as swiftly as possible. We appreciate your patience and understanding during this process.

Posted 1 year ago

“I would never use this company again. Quite happy to take your money. I inadvertantly pushed the wrong button for refund as they didn’t have one that suited . Just NO! I then asked to change booking for another time. NO! Then to add insult they said Thankyou you for understanding. How can I understand when they still have my money! NO STARS.”

Helpful Report

Posted 1 year ago

Hi Kathryn, 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. Since we're unable to locate your booking based on this review, we kindly request you to select the 'Chat with us' option within the Help and Support section of your Profile. Our dedicated live agents will be available to furnish you with the contact details of our Corporate team. This will enable them to investigate your situation thoroughly and establish direct communication with you.

Posted 1 year ago

“I attempted to book a room in a resort in Dubai using super.com for a popular event happening on the same day. Super.com was the only website that indicated room availability, so I trusted their platform and made a booking. However, upon my arrival at the hotel, they were not familiar with super.com and couldn't find my reservation. Furthermore, it turned out that the hotel had been fully booked for that day for the past week, according to all other travel agent websites. The following day, I contacted super.com to discuss the issue. Their customer support was hugely disappointing. They solely rely on remote agents from the Philippines who appear to lack proper coordination with their internal departments. I began to question whether super.com is a well-organized company like Traveloka, Booking.com, or Agoda. They advised me to obtain a confirmation letter from the hotel in order to get a refund. However, when I contacted the hotel the next day, they still had no information on super.com or any booking confirmation for my name, therefore, they couldn't provide a written confirmation for my non-stay. This has been my strangest hotel booking experience to date, and it has left me resolved never to use super.com again. In my opinion, it's better to stick with established, popular websites.”

Helpful Report

Posted 1 year ago

Hi Sanjana, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. This matter has been escalated to our Urgent Care team who will follow up with you as soon as possible. Regards

Posted 1 year ago

“Useless customer service”

Helpful Report

Posted 1 year ago

Hi Dave, We are truly sorry that you had trouble with your reservation. We understand your request to change the dates of your reservation, nonetheless, please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. Our Support team is currently working on your case and a representative will follow up with you shortly. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Bought an air ticket on snap travel before you became super. You then cancelled the ticket, never let me know, and said you can do nothing to help re refund Bought tickets 10months ago and you cancelled ticket two months ago”

Helpful Report

Posted 1 year ago

We understand how frustrating this situation must be for you. Regrettably, we've recently become aware of a situation beyond our control. The company you booked your flight(s) with, Bookingvault, has unfortunately ceased operations. Your booking was with Bookingvault and not Super, this means that Super has extremely limited access to information about any Booking Vault reservation. We want to assist you to the best of our ability. To get the help you need: - For support, please reach out to the airline directly through their customer service lines. - If you need to cancel or make changes, contacting the airline is your best option. Alternatively, you might consider contacting your bank for assistance in obtaining a card refund or reimbursement due to Bookingvault's current inaccessibility. Thank you for your understanding and patience as we navigate this situation together.

Posted 1 year ago

“I used super.com because they had the best price listed. they said it was nonrefundable so I realized I would have to be 100% certain of my plans. Ok, no big deal. However, as soon as the transaction is processed they notify me that the this was not the full amount, and I would be responsible for another 30% in taxes and fees before I could check in. Suddenly it became the most expensive hotel! I called to cancel within 5 minutes of making the purchase and they said all purchases are non refundable. DO NOT USE THEM!”

Helpful Report

Posted 1 year ago

Hi Michael, We apologize for any negative impression you may have formed about our service. Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the hotel section, both pre-booking and in the customer's voucher post-booking and payment receipt. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we can no longer take any action on this matter. We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation. From now on, any resolution or updates must continue through your financial institution. We apologize for the inconvenience.

Posted 1 year ago

“They did not give a refund when my husband got sick and we were unable to travel. It was 3 days before our reservation so they could have given me a refund but they didn't.”

Helpful Report

Posted 1 year ago

Hey Carolyn, We're sorry to hear about your situation. Unfortunately, your request for cancellation falls outside the regular cancellation period, and we can only issue a refund with the hotel's approval. Our team is currently in contact with the hotel management to confirm their authorization for the refund. Wishing your husband a speedy recovery, and we hope to resolve this matter as soon as possible.

Posted 1 year ago

“I booked the Arlo Nomad in New york. My booked room was the SKY King room but the hotel has a booking for Essential King room. It is the cheaper room Categorie! I booked the Sky King room! Over 3 weeks super.com has no Solution for the problem! Booking number: Regards Erdogan Yildirim”

Helpful Report

Posted 1 year ago

Hey Erdogan, We apologize if our support team was unable to provide a resolution. To ensure more effective assistance, we kindly request that you send your information to us via email at corporate@super.com. A dedicated representative will reach out to you as soon as possible. Your understanding is greatly appreciated, and we eagerly look forward to the opportunity to address and resolve this matter for you.

Posted 1 year ago

“I recently had an incredibly frustrating experience with Super.com while attempting to book a hotel reservation for November 8th. The ordeal was so exasperating that I felt compelled to share my ordeal, hoping that no one else falls into the same trap. Booking #B_11915596 The fundamental issue I encountered with Super.com was the alarming level of deception on their website. The booking process was utterly misleading and left me feeling scammed. As soon as I selected the hotel I wanted, the website swiftly directed me to the payment section without a chance to confirm my booking details. Before I knew it, I had paid for a hotel reservation on the very same day I intended to stay, despite my explicit selection of November 8th. I immediately realized the error and attempted to rectify it by contacting their customer service. However, this presented another challenge. It took several attempts to reach a live representative, which was incredibly frustrating. When I finally got through, the individual I spoke to was unable to resolve my issue. This lack of effective customer support only added to my mounting frustration. The crux of the problem lies in the website's design and functionality, which makes it extremely easy for users to inadvertently book the wrong date. Super.com's website is designed in a way that appears user-friendly, but it masks its true intent – to trick unsuspecting customers into making erroneous bookings. It leaves little room for users to review their selections and confirm their choices before proceeding to payment. In sum, my experience with Super.com was nothing short of a nightmare. The combination of their deceptive website design and the lack of responsive customer support left me feeling duped and frustrated. I sincerely hope that by sharing my experience, others can avoid falling victim to this misleading platform. My advice: approach Super.com with extreme caution, and double-check your reservations meticulously before clicking that payment button.”

Helpful Report

Posted 1 year ago

Hi Gerardo, We are truly sorry that you had trouble with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, room details, meal plan and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation. We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Please note that you booked a non-refundable stay, which limits our ability to modify or cancel it without the hotel's approval. We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services. Policies are not set by us but rather set by the accommodation and only with their permission, we can override those policies. If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received approval, please initiate a cancellation, by visiting: go.super.com/amend and following the prompts. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“Super.com company should be called hopeless.com. Booked a hotel paid over £800 Booking ref B_10994568 over 7 weeks ago and my hotel has confirmed no booking. Web chat emailed super.com and continuously get no answer to where my money is. The owners of this company have to take ownership/accountability to resolve this issue either book my hotel room which I have paid for or give me my money back. The question is where is my £827 ? Totally shocking behaviour and I would be embarrassed to be part of this so called company.If you look at the 1 star reviews you will see this is a common occurrence lately. My advice please book through another provider if it seems to be good to be true it usually is not. Avoid at all cost super.com aka hopeless.com!!!”

Helpful Report

Posted 1 year ago

Hi Derrick, We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_10994568 that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches, since your reservation is for several months from now. We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed. We appreciate your understanding as we work within these parameters to provide you with the best possible experience.

Posted 1 year ago

“Very displeased with this brand as a whole. We booked a room for a night and during the payment process the website had a technical issue that led to our card being pre authorized without confirmation of reservation. After calling we found out that the amount will be returned (3-5 business days) to the card. That was the only money we have available for a room for the night and now it's locked for 3-5 days. I wouldn't complain so much if it were not 32 degrees and my two year old wasn't with me as we have nowhere to go and no money to book through another site. Upon speaking with customer service they told me they apologize yet they recommend I speak to my bank to reconcile the payment issue. Even after asking to escalate the call to a supervisor or management and begging for them to step up and make things right I kept getting the same statement about calling the bank. Absolutely frustrated and have no clue what to do and I'm stuck in freezing weather with a 2 year old because of this.”

Helpful Report

Posted 1 year ago

Hi Chad, We are truly sorry to hear about your experience. Please that in cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, Super Travel has not charged you and so your card processor will release the hold placed. The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy. Unfortunately, only your bank can provide information about their pre-authorization process. We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

Posted 1 year ago

“FRAUDSTERS!!! SCAM!!! BEWARE OF THEM!! Never ever do business with these guys, they will lure you by showing discounts, but they are really horrible with worst customer support. Booked a hotel in June 2023, paid them for a room with breakfast, hotel did not provide breakfast due to kitchen being closed, and it took me so much phone calls to get money back for breakfast. Out of which they charged me 40$ additional for breakfast while booking, but returned only $25 with answer, "this is the best we can". Story does not ends here, after 2 months, same hotel charged me with price of room on my CC, since they never received moeny from this fraudster website (super.com), and its been 2 months constantly following up with their customer support, and all I hear, "urgent care team is working on your issue, keep patience". Dont even think, they understand "urgent" meaning. Still hoping they work on case sooner.”

Helpful Report

Posted 1 year ago

Hi Rahul, We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Please understand that, as a third-party booking site, certain incidents beyond our control may occur in the travel industry. However, we've implemented procedures to minimize such negative impacts. We are sincerely sorry to hear about your experience and that you didn't feel supported in your most recent experience with our Support team, as we strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Our Corporate team is reviewing your case and is committed to resolving it as swiftly as possible. We greatly appreciate your patience while our team works diligently to resolve this matter.

Posted 1 year ago

“Hotel agreed to refund me for incorrect booking from super.com. The way they had to do it was to refund super.com and supere.com was to refund me. Super.com chose to keep the money!! SCAM”

Helpful Report

Posted 1 year ago

Hi Alex, We are truly sorry that you had trouble with the cancellation of your stay. Please note that your reservation remains active and we do not have a record of you contacting our team to cancel. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. If you have engaged in any direct communication with the accommodation, whether through written correspondence or by phone, kindly ensure that you gather all relevant details, including the staff member's name and position who approved your request. Once you have received written confirmation from the accommodation, please contact our Support team and we will be happy to process your refund or modification. We hope we have clarified your doubts and concerns.

Posted 1 year ago

“SCAMMERS .. SCAMMERS ... Stay away from them never book with them .. BIGGEST Scam i ever experience, I made the booking on their website with booking reference number B_11735967 (as someone from this company will come and reply and will ask to provide this reference number so i have added it before for their convenience) ... its been almost 36 hours since I made the booking and I have made numereous phone call to the actual hotel PULLMAN ZAMZAM who cannot confirm my booking and finally got it in writing from the hotel that there is no booking in their system under my details and said dates and I have contact super.com customer service uncountable time via online chat and phone and every single time I got a standard replies ( appologies for inconvenience and out amendment team is currently working and you will get a reply in 45 minutes), (I have raised a ticket to speed up the booking and someone will get back to you), (Team is still working on it and this can take some time to get approval from both the hotel and our travel partners) what a F*******g utter bu********T they are telling as this is first time I am booking a hotel or something .... I told them these booking as instant and we get a reply from the hotel right away or one can confirm with the hotel as soon as the booking is done but because they are scammer so they dont anything in place and just keep lying that we are working I am going to attch some screenshot of the conversation and unfortunately have no choice apart from raising a charge back claim via mastercard to get my £677 back from these scammers. Note: All screenshot of conversation is saved and will update the outcome once sorted with bank”

Helpful Report

Posted 1 year ago

Hi Rehan, We're genuinely sorry for the delay in response while our team reviews your case. Please note that there are several cases under force majeure occurring globally, so we're sincerely sorry for the delay in getting back to you. We'd like to inform you that many hotels typically process third-party bookings closer to the check-in date. As a result, they might not be able to provide their internal reservation number at this moment. Alongside the reference code B_11735967 that you received when making the reservation, the hotel will be able to furnish you with their Hotel Confirmation Number (HCN) as the arrival date approaches. We want to clarify that this situation arises from the fact that, as a third-party, we have limited control over the hotel's processes. Some properties are only able to view reservation details internally as the check-in date draws nearer, while others are capable of accessing this information as soon as the reservation is completed. We appreciate your understanding as we work within these parameters to provide you with the best possible experience. It's noted that our Support is working on this with you to get the HCN as soon as possible. We trust this clarifies matters for you and appreciate your understanding.

Posted 1 year 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