Super.com Reviews

Name: Super.com
Address: -, San Francisco, California
Rating: 4.48

4.5 Rating 5,908 Reviews

88 %

of reviewers recommend Super.com

Company Reviews

Metrics

4.5

Based on 5,908 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Postal Service, Courier
Average Delivery Time	Next Day
On-time Delivery	Greater than 82%
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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“scam. got hotel and there was no card on file. had to pay with another card so I better not be charged.”

Helpful Report

Posted 8 months ago

Hi Bradford, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation and that you had to pay twice. 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. Regards

Posted 8 months ago

“Tryed to check in the hotel but hotel did not had reservation under my name and they told me they never had contact with super.com before. Now trying to get the money back but with what i read here, the money is gone.”

Helpful Report

Posted 9 months ago

Hi Fabian, 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. Regards

Posted 8 months ago

“Excellent! I got the best price and there were no additional surprise fees when I got to the hotel”

Helpful Report

Posted 9 months ago

“DO NOT USE SUPER.COM SCAM.... I booked a luxury hotel reservation on August 17 with Super.com via the KAYAK web site. It was Too Good to Be True!! I received a "Confirmation" from Super.com with their Confirmation number. The Hotel DOES NOT HAVE A RESERVATION IN MY NAME OR IN SUPER NAME ALLOTED TO ME. As of today Sept 13, the Hotel STILL does not have the booking in their reservation system. I have called, and e-mailed, repeatedly since making the reservation, was told that "Don't worry, your reservation is confirmed" but they REFUSE to put me in touch with a Supervisor or Manager, despite repeatedly asking to speak with one. I was told I would receive a call back in 24-48 hours, but no call backs from anyone. Sometimes, I received an e-mail back stating "We are working on resolving your issue". If I respond to that e-mail, I get back nothing. I have contacted the Hotel repeatedly as well and they confirm that this site has a history of not having legitimate reservations. The Super.com actually states that sometimes the reservation does not appear in the Hotel Booking system until day of check in!!!! Are we really that naive and would accept a booking that cannot be confirmed with the property? Needless to say, I have cancelled the reservation and am awaiting credit card return credit. I already anticipate issues with getting the refund as well.”

Helpful Report

Posted 9 months ago

Hi Chaz, 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 with a full refund on cancellation. Regards

Posted 8 months ago

“Super saves time and money. I had no issues booking my room.”

Helpful Report

Posted 9 months ago

“Worst company ever! Hotel confirmation number didn’t work, was put on several 20 minute holds while they tried to get a new confirmation number which also did not work, I was promised a refund if I sent an invoice since I had to pay the hotel directly. I have not received a refund and every time I call they claim to be working it and an excuse they need the hotel to confirm and can’t provide a time because they are waiting to hear from the hotel. They also say they will contacted back and never do.”

Helpful Report

Posted 9 months ago

Hi KC, 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 9 months ago

“Hotel kicked us out of the Hotel because of no support from Super.com as they are using another party to fo the bookings on behalf of me. The refused refund and even to speak up.”

Helpful Report

Posted 9 months ago

Hi Mohammed, We're sorry to hear about your experience, however, it appears there might be some misunderstanding regarding the reason why you were not able to use the reservation. You were quoted and charged for 2 guests but the hotel had to take action because you arrived with unauthorized guests, who were not included in your reservation. Due to this violation of hotel policies, those individuals were denied entry. Our Support team did request an exception to be made and requested cancellation with waived fees, nonetheless, the hotel manager has rejected the refund request. 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. We hope we have clarified your doubts and concerns.

Posted 9 months ago

“Did not refund my full payment for a 2-night stay after I made and received confirmation of a timely cancellation. Also has not responded to my complaint.”

Helpful Report

Posted 9 months ago

Hi Leslie, We apologize if you had trouble with the cancellation of your booking. It appears there might have been a misunderstanding regarding the cancellation of your reservation. Our records indicate that the reservation remains active because you have never completed the cancellation, which is why the refund was not automatically triggered. We're sorry for any inconvenience this has caused. Our Support team will follow up with you shortly to assist in resolving this matter, as they seek an exception to be made and permission from the accommodation to cancel your reservation. Thank you for your patience.

Posted 9 months ago

“Super.com tricks you into booking with them for better rates but when checking in, the hotel charges more and or gives you smaller room. Happened to me twice. CSR said they do not compensate for their mistake.”

Helpful Report

Posted 9 months ago

Hi Rachel, 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 9 months ago

“When I arrived at check in time the room wasn't ready. We eventually got to our room and the Air conditioning was not working. It was so hot in the room. I contacted Supercom and I was told it's not their problem and there is nothing they can do. Terrible Customer Service. I will never use this company again!”

Helpful Report

Posted 9 months ago

Hi Maureen, Thank you for reaching out to us regarding your feedback. We are sorry that the hotel experience was not the best. However, it is true that we don't have a control over the hotel quality as we are not the hotel but a bookign service you booked your room through. While, we are not trying to mislead any one here, we have procedures in place to minimize hotel quality issues. Please reach out to the hotel directly and have them provide a written confirmation regarding any compensation and we would be happy to take a look into it. Regards

Posted 9 months ago

“What a deal . Was a easy transaction and will use them again . For ever greatful”

Helpful Report

Posted 9 months ago

“Didn’t have to download an app or anything just went on the site book my load paid and arrived at the hotel. Within 15 minutes. I had my key to my room I would definitely recommend.”

Helpful Report

Posted 9 months ago

“AVOID. THIS IS A CON. THEY TAKE YOUR MONEY BUT DONT BOOK THE ROOM. Took my money and sent a confirmation email. There was no booking at the hotel and they wouldn't refund my money.”

Helpful Report

Posted 9 months ago

Hi Sunita, 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. Alternatively, as requested on the complaint you posted on another platform, please share the Order ID and Email used to book the reservation with us and we can take a look at what went wrong. Regards

Posted 9 months ago

“So rented room not once but twice seen I had a 30 dollar credit for signing up. When I went to use it didn't work got charged full fair then to take with an agent was told it only uses 10% not the full credit which it doesn't state that anywhere within joining thererewards program they have and that's fake advertising period. I want my change and my money back for this terrible false advertising ordeal period.”

Helpful Report

Posted 9 months ago

Hi Nathaniel, In regards to promotional credits, please note that for some of them, you might be able to use up to a specific percentage of the cost of your reservation. But if you were rather using credits after a cancellation of a previous reservation in which you chose to receive the amount in credits, or if you have received a previous compensation in credits, that amount is uncapped and you can use all the amount of your balance if you want. Each promotion has different eligibility requirements and different expiration. Please, check this link from our Help Desk with the criteria and step by step to redeem credits: https://help.super.com/support/solutions/articles/48001209635-how-do-promotional-credits-work- https://help.super.com/support/solutions/articles/48001209637-how-do-i-use-super-travel-credits- We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

Posted 9 months ago

“Tried to book a hotel. They charged my card twice and then sent me an error message saying it was no longer available at that price. So I received no confirmation so Customer Service will do nothing for me and when I submitted photo evidence of their charges, they said I needed to send them a registered document so I went to my bank. I have them print it out and stamp it, and when I went to send that in there already closed my support ticket they have no intentions of doing any refunds and you should consider all money sent to them a loss.”

Helpful Report

Posted 9 months ago

Hi Sam, We are truly sorry to hear about your experience. 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. We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

Posted 9 months ago

“This site is absolutely a scam. We booked and got a call from a hotel in another state. We showed up to our “booked” hotel and had no reservations. They are scamming so much that the hotel even had a sign on the door that said “if you booked with super.com you do not have a reservation here”.”

Helpful Report

Posted 9 months ago

We are truly sorry to hear about your most recent experience with us. 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 9 months ago

“The worst experience on a vacation I've had thus far. I had 2 rooms reserved far in advance with super.com and reserving.com (with the purchased insurance mind you, both terrible agencies in refunding you your money). If you read the Diez Hotel website they claim both just a valid photo ID and easy cancellation if you run into any issues (see the screenshot for verification or the hotel's FAQs section). Day 1 - We arrive at Medellin and it is raining. Immediately we try to check in to our already paid-for rooms with passport and/or government-issued IDs. However, the hotel denied our party the ability to check in because there is an "unwritten rule" that government IDs must be Colombian despite this not being a written policy anywhere nor a warning upon reservation. The hotel did not attempt to remediate the issue or be helpful whatsoever despite already being paid $800 for 2 rooms. Fortunately, other hotels nearby do not play these games and were more than welcoming to provide us rooms (tyvm Jo and Joe Hotel, they were half the price and super accommodating having no said policy to accept paying guests). For the entirety of the vacation, I spent the week trying to get my $800 reimbursed by the hotel and reservation agencies because no service or rooms were provided. However, surprise surprise no one wants to return the money (even after purchasing the insurance with the reservation company!) and I am working ways to recoup my expenses having already paid half of that for 2 rooms with Jo and Joe Hotel, which again, were more than amazing and cheaper. Stay away from Diez Hotel and this reservation company if you don't want to be robbed of your money. Worst experience in a vacation so far.”

Helpful Report

Posted 9 months ago

Hi Jose, Thank you for reaching out to us about your reservation. We are sincerely sorry to hear that you had trouble with your reservation when checkin-in. 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. Regards

Posted 9 months ago

“Hi. I booked the hotel via super.com travel. Upon booking I was not told that there will be extra charges to pay at hotel when checking out. It's very misleading for customer to pay unexpected charge. Today when we checked out they asked me to pay $200 for some strange fee which is experience fee that covers room service, using Wi-Fi which was stated as free in the hotel, using lift, computer which we never used. Usually when we book room that covers all that. What we are paying for then? Only the bed in the room? This is totally unfair and I am so upset with that. This is why they show less price and later charged via hotel. Booking number B_10238219”

Helpful Report

Posted 9 months ago

Hi Unsa, Thank you for reaching out to us regarding the extra charge after your stay. We are truly sorry confusion, nonetheless, we must bring to your attention 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 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 "About" section of the hotel card or in the hotel's terms and conditions 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 but rather mandatory payments to be made directly to the property and at their sole discretion. Hope we were able to clarify. Regards,

Posted 9 months ago

“I call 5 mints after do the reservation and the system move the date and call to customer service not for cancellation i just move the date one day before and the customer service ladies say me “ i don't want do nothing for you sorry” my money in the trash”

Helpful Report

Posted 9 months ago

Hi Gilberto, 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 contact Support so it can be escalated to Corporate. 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://snaptravel.freshdesk.com/support/solutions/articles/48001209680-how-to-contact-super-travel

Posted 9 months ago

“Thief’s. Wrong hotel completely. Absolutely no way to reach a human, or even try to get help. You will however continue to get messages promoting there site and asking to be used regardless if you leave them messages. Robots. No service. Once they got your money they no longer care about your needs.”

Helpful Report

Posted 9 months ago

Hi James, We are sorry for the trouble with your reservation. We would like to take a look at what went wrong here. When in need of assistance, please reach out as soon as possible so we can assist. One of our 24/7 live agents will be happy to assist you. All our contact information is available on the app and the site: How to contact SuperTravel - SMS or Whatsapp: please type in “Agent” in your existing chat conversation (where you made your booking search). - Call +1 (844) 461-2577 - Facebook Messenger - Email: travelhelpdesk@super.com

Posted 9 months ago

Super.com is rated 4.5 based on 5,908 reviews