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

“TERRIBLE!!! FRAUDULENT!!!! DO NOT BIOK THROUGH SUPERTRAVEL. YOU WILL BE UNABLE TO REACH ANYOEN TO HELP WITH ANYTHING AND if you do get lucky enough to reach a person, they'll say "sorry we can't do a damn thing for you at all" Im trying to email them a receipt for a partial refund, but everytime I send the email I get an Auto-Reply back that says "your ticket has been closed"!!!!!!!!!!!! Yeah right!!!!!!!!!! Scammers. They don't want you to be able to reach them so they can keep your stolen money. This company needs to be SHUT DOWN”

Helpful Report

Posted 2 years ago

Hi Jenn, Thank you for the review! 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 2 years ago

“Scam scam beware”

Helpful Report

Posted 2 years ago

Hi Magi, thank you for reaching out and we are so sorry to hear about your perception of our service. We can assure you that we are a legitimate company. We've been featured in the New York Times, SmarterTravel, Conde Nast Traveler, and dozens of other press outlets. Our hotel rooms are sourced from different partners to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging. This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, incidents that might occur in the travel industry, that as a third-party we cannot control. For more information about Snaptravel, please visit our website! https://www.super.com/travel/ Can you provide with us more information on your concern so our support team may better assist you? All our contact information is available on the app and the site: https://help.livesuper.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“I did a reservation for a Hotel in Guadalajara Mexico for for three nights, when I arrive at the hotel, they tell me that there is no reservation in my name and also the hotel was completely full, so I contacted Super Travel, by phone. They told me that they were going to help me and that they would solve my problem, looking for me another Hotel, so I waited a few hours in a restaurant. At the time they contact me, they tell me that they cannot contact the hotel and that at the moment they cannot get another hotel. So I told them that if I made a reservation through Expedia they could reimburse me, and in an email I sent them the receipt and they accepted, they commented that in 72 hours they would return the money from Expedia. Two days go by and I receive an email from the Super Travel company, saying: we cannot refund your money since you never arrived at the hotel without checking in. I contacted them again by phone and asked them why they were giving me false statements saying that I had never been to the check-in. So I contacted the Hotel directly and spoke to the person at the reception who had attended me when I wanted to check in. I talked to him and he told me that he was going to send me a letter saying that I was at the hotel and that when I checked my reservation, it did not exist. The Hotel also send the mail to the company Super Travel. To date I have not received my refund and I have sent eight emails and dialed five times by phone and the ineptitude of the staff does not know how to tell me what is happening! They just stole my money!”

Helpful Report

Posted 2 years ago

Hi Jesus, Thank you so much for reaching out. 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. Our Urgent Care team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible.

Posted 2 years ago

“Beware of SuperTravel it’s big group of scammers they stealing money of people around United States I booked 4 nights a hotel on this website for $553 and I bought cancellation assurance for $56 just after 16 hours I have home emergency I filled up refund form they declined then I called customer service they said we can’t do anything I emailed them they said we do not refund your money I asked for supervisor they said no,They stolen my money,It’s fake company beware beware beware of them.”

Helpful Report

Posted 2 years ago

Hi Kardo, Thank you so much for reaching out and we are so sorry to hear about your experience. Kindly be advised that the enhanced refund policy has a set of acceptable reason for cancellation requests, thus the reason provided may not have been listed as one of the valid reasons. Please note that we have initially received no information that you had a home emergency. In this case, may we ask to provide us more information via our support email at travelsupport@super.com? We will be more than happy to assist you further. Thank you and we look forward to hearing from you.

Posted 2 years ago

“SCAM SITE! DO NOT USE!!! Terrible customer service, poor communication Asked to change a date (not even a refund) as I had to head out of town because I was told that my mom was hospitalized. Not worth saving $10 or $20.”

Helpful Report

Posted 2 years ago

Hi Rodolfo, We are truly sorry to hear that you had trouble with your reservation and wish your mother a speedy recovery. We can assure you that we are a legitimate company. We've been featured in the New York Times, SmarterTravel, Conde Nast Traveler and dozens of other press outlets. 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. We hope we have clarified your doubts and concerns.

Posted 2 years ago

“https://fly.snaptravel.com/. SCAM. FRAUDSTERS. RUN AWAY FROM THE FRAUDSTERS. Made booking online, few minutes later received an email that my reservation got cancelled with NO explanation and the refund was issued to a COMPLETELY DIFFERENT CARD NUMBER with the wrong home address with my name. The website doesn’t have the phone number so had to google it (18777782321 and 18336005830). I was told due to the airlines no longer offered the same rate my transaction got cancelled, so this morning I checked their website, same rate for the same ticket the agent didn’t answer that question neither about my refund, she just hung up on me, called back of course no one answered. that refund was issued and marked as urgent. NO REFUND. GOING TO REPORT THE FRAUDSTERS.”

Helpful Report

Posted 2 years ago

Hi Richard, thank you for reaching out and we are so sorry to hear about your experience. Kindly be advised that we have reached out to our flights team to get more clarification on your concern. We apologize for the inconvenience and we appreciate your patience. One of our team members will reach out to you accordingly.

Posted 2 years ago

“Terrible company. Bait and Switch. I booked for one location and they confirmed me in another. Wouldnt help to fix it.”

Helpful Report

Posted 2 years ago

Hi Traci, Thank you for reaching out and we are so sorry to hear about the problem you had with your reservation. Please note that we do not have the ability to modify any reservations or change your research. Every reservation is made based on the search that is made in order to list the options based on the criteria that you have input. If the dates or hotel that you have selected are not available, the system lets you know and shows the next available dates and other hotel options. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page. The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name. Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request. To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible. We reiterate our apologies for any inconvenience and we appreciate your patience.

Posted 2 years ago

“I.T. company that takes bookings and payment for non existent accomodation. If you are lucky enough to request a refund before you turn up to your hotel, then you will be charged a $310 booking fee which they pocket even though you had no choice but to cancel the fraudulent booking. SCAM SCAM SCAM”

Helpful Report

Posted 2 years ago

Hi Lara, We appreciate you letting us know about your experience and we are so sorry you have that perception about our service. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you. Kindly be advised that we do not see any communications you made with our team in regards to your concerns. It also appears you have cancelled the reservation and have been refunded in full. 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. In addition to the reference B_8696962 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN). It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible. This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, that as a third-party we cannot control some properties can only see it closer to check-in versus others that can provide their HCN weeks in advance. In addition, we see that the $310 you mentioned is actually the enhanced refund policy you have purchased along with your reservation. We hope we were able to clarify.

Posted 2 years ago

“This place is a scam save yourself the headache they will rob you”

Helpful Report

Posted 2 years ago

Hi Brandon, thank you for reaching out and we are so sorry to hear about your perception of our service. We can assure you that we are a legitimate company. We've been featured in the New York Times, SmarterTravel, Conde Nast Traveler, and dozens of other press outlets. Our hotel rooms are sourced from different partners to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging. This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, unfortunately, incidents that might occur in the travel industry, that as a third-party we cannot control. For more information about Snaptravel, please visit our website! https://www.super.com/travel/ Can you provide with us more information on your concern so our support team may better assist you? All our contact information is available on the app and the site: https://help.livesuper.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“This company took our reservation, booked our card immediately, and then when we showed up at the hotel it was sold out. We waited hours in the lobby (I had just had surgery) and the hotel manager felt bad for us and cleaned up a room that just had one bed when our booking was for two. I messaged Super Travel about this and after much back and forth, they at first said they would cancel my reservation, but I was already in the lesser room we took because it was 11:00 pm and I had just had surgery, I needed to lay down. Then they said they would refund my original payment because of the hassle. A minute later I received a text saying my reservation was cancelled by then! Looks like they are doing this, so they don't lose out, they are trying to scam the hotel now and say I cancelled my reservation, rather then them actually refunding me for their error. Fortunately I screenshotted the entire chat which shows me saying that I didn't want a cancellation and shows them clearly stating they would be refunding my credit card because of the hassle, so this can share with the Better Business Bureau as well as my Credit Card company and the hotel manager.”

Helpful Report

Posted 2 years ago

Hi Tamara, we appreciate you writing in. 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 be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible. We see that the team has assisted you with your concern. Please note that the team provided a free of charge cancellation as well as a credit to your account. Please note that our team could only either secure the room (which they have already paid for to be upgraded) or to have it cancelled free of charge. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“Be sure you check for hidden fees in the booking confirmation not disclosed through the booking process. But charged by the hotel. This is how they offer cheap prices, as the hotel stings you on arrival, significantly. They tried to dupe us with 'resort fees' which amount to an additional 25% extra. When raised, they pointed to an obscure part of the website that says there 'may' be additional fees, no detail on how much. In addition, all credit we earned through previous bookings was redundant as we can't log into their system. They said they can't help. Not surprising. Absolutely unconscionable behaviour.”

Helpful Report

Posted 2 years ago

HiLinda, Thank you for reaching out. We are truly sorry to hear about your experience. We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that it’s a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation. Please note that our travel partner did include the room rate and hotel fees in their price. SuperTravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. This is separate because they are not charged by us but rather mandatory payments to be made directly to the property and at their sole discretion. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“DO NOT BOOK THROUGH THIS WEBSITE. Checked in to a hotel with no running water, sperm on the bed & trash everywhere - they REFUSE to initiate a refund. No one speaks English - no help at all. PAY FULL PRICE FOR THE HOTEL. TRUST ME. THIS IS SUCH A HASSLE.”

Helpful Report

Posted 2 years ago

Hi Monique, We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. It’s their role to make you as comfortable as possible! We can only process a refund if you have written approval from the hotel, confirming that they will discount or refund your stay, outlining the date of stay and guest name. You must forward it to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“Imposible to contact”

Helpful Report

Posted 2 years ago

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 reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 years ago

“Price difference between the same rooms $54 and $63. One came with breakfast one didn’t. Upon arrival at motel I was informed that breakfast was no longer offered. Motel refused to refund difference as my reservation was through a third party (SuperTravel). I contacted Super Travel Support. They told me my reservation was through Priceline (I never used the Priceline website and none of my information, confirmation, etc metions Priceline… only SuperTravel) and they could not do a partial refund. I was also not informed about the $25 pet fee when booking on the Super Travel website. First and last time I will ever use super.com for anything”

Helpful Report

Posted 2 years ago

Hi, Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible. We genuinely appreciate you taking the time to provide us with your feedback, as this is how we learn and grow. Regards,

Posted 2 years ago

“I booked a hotel room with SuperTravel on December 12, 2022. I checked their website thoroughly and found the price attractive, so I booked with them. I knew that some platforms include the city taxes in their reservation fee but I needed to make sure so I asked the support staff about it and they reassured me that there were no other "surprise fees" at my check-in time. (I can provide screenshots that I asked about the city tax and the agent confirmed that what I asked for is the "city taxes" and that there are no other taxes and fees) When I arrived at my destination hotel, I was asked for an extra 48€ as "City tax" and when I asked the SuperTravel support about it, they just changed their mind and replied that the city taxes are not included in their price. I sent screenshots to their support agent (Of the time the other support agent told me: "Please note that the fees on your reservation include the room rate and taxes and fees" after confirming that my question was about city tax) and they simply said: "Sorry for the wait. As a previous representative tell you, "Please note that the fees on your reservation include the room rate and taxes and fees". This is what I'm telling you about the SuperTravel taxes and fees. City tax is a different thing." So I conclude that the prices on their websites, at least in my case, are not real and you might incur additional fees. I strongly advise you against booking with this website, they are trying to mislead you with incorrect prices and information. Always double-check the costs and fees with the hotel before you travel.”

Helpful Report

Posted 2 years ago

Hi Amir, 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 will reach out to you directly as soon as possible.

Posted 2 years ago

“Had issue with a trip. Needed help with an email and a bad experience. John Andrei would not help in anyway. Asked for direction in a charge issue that they claim you can make. Then asked to talked to a manager and he refused. Will never use super travel again.”

Helpful Report

Posted 2 years ago

Hi Merrick, 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. 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 2 years ago

“This website does the Bait and Switch where they post the wrong amount for different hotel fees. Next they will tell you that you are outside your cancellation window when your not even though there policy clearly states you can get a full refund. If you request to speak to a supervisor they do not have any in hand and then you will get an email from some random person. ITS A SCAM!! Do Not Use This Website!! This what they emailed me!! I'm sorry to hear that you're having a problem regarding the parking fee since the hotel is asking you to pay for the parking fee more than the amount you were informed on our website, however the requirement to pay for parking fee is already up to the hotel policy. Please be informed that the hotel has their own policy on the mandatory fees they'll be collecting upon checking in and they can change the amount of it as well and we have no control over that since it's a policy that we cannot intervene. In a situation like this, it's best to communicate and contact the hotel directly for you concern to be acknowledged and be resolved. I do apologize If you now want to cancel the booking because of this trouble. Upon checking here on my end, your reservation is actually well confirmed already and no longer refundable which means that cancelling the booking will not result in a refund. However, I can also suggest you to contact the hotel and ask for approval to cancel your reservation and send us an email at travelhelpdesk@super.com with the written documentation from the hotel stating that they approved to cancel the booking. I do understand that it is not the ideal scenario that you want, but I do hope that you understand that we have a policy that we have to follow. Again, I'm sorry for the trouble, and we appreciate your cooperation throughout this matter. Best regards, Jayson”

Helpful Report

Posted 2 years ago

Hi Rhonny 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 will reach out to you directly as soon as possible.

Posted 2 years ago

“I will never recommend this 3rd party service. The facility said they could not access the virtual card through super travel. Then nobody in customer service to let them know what was going on. The security from the hotel said I got ripped off and proceeded to try and throw me out after paying over $400 for this reservation. Then police came and threatened to arrest me for trespassing. This is the worse experience I ever had. To be treated like a criminal after spending my hard earned money. Just very unprofessional and embarrassing.”

Helpful Report

Posted 2 years ago

Hi Shakirra We are sincerely sorry to hear that you had trouble with your reservation. 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. 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. Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will continue to be in touch with you as soon as possible. We really appreciate your patience so far.

Posted 2 years ago

“Purchased a flight to Norway from SnapTravel... now apparently called SuperTravel. About a month and a half later was told one of the legs of the flight was cancelled and they sent me an alternative flight. The new flight had me leaving Oslo prior to me landing in Oslo (flight in landed at 9:20 am, flight out left at 8:30 am). When I pointed this out, they said the would find me another flight. After a few weeks of them "waiting to hear from the supplier".... whatever that means. They sent me alternative flights that left on different days from my orginal date and did not work for me. After dealing with this for over a month, I requested a refund because at that point I needed to get another flight so my vacation (and B day) wasn't ruined. Basically, they told me that they DON'T GIVE REFUNDS FOR ANY REASON! What?! So you're telling me.... I purchased a flight that your company cannot honor and you won't give me my money back? What kind of nonsense is that? They offered a travel credit good for a year. I don't travel often and this was a treat to myself following a pretty bad year. A travel credit is not helpful to me. Not to mention, I never want to deal with this company again. The way I see it, they basically stole 3k of my money.”

Helpful Report

Posted 2 years ago

Hi Kerstin, We are truly sorry to hear that you had trouble with your reservation. As this review is about flights, please connect with our flight team at https://flights.snaptravel.com/support. You can also call them on call 1-833-600-5830. They are best equipped to can help answer your question about your flight reservation. Emergency number: + 1.800.264.2919 In addition, please note that we have reached out directly to the flights team for context and so they can provide you with the best possible solution to your concern. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 2 years ago

“We booked a hotel for the night to stay. Recieved a booking confirmation and bank account was charged for the room. After driving 9 hours, and arriving at the hotel, they have no record of our booking. We then had no option but to reserve another room and pay for a second time. Do NOT use this website. Untrustworthy business practices and you will not be guaranteed the room that you've paid for.”

Helpful Report

Posted 2 years ago

Hi Lauren We are truly sorry to hear about your experience. As we cannot identify your booking through this review we ask that you reach out to our Support team. One of our live agents would be happy to look into this further as soon as possible. All our contact information is available on the app and site: https://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 2 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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