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

“DONT USE SUPER.COM. CUSTOMER SERVICE IS A NIGHTMARE!!!!!!! I WOULD RATE IT 0 IF I COULD!! I made a reservation on Thursday. I called the hotel on Friday to alter my reservation. They do not have my reservation. I have been on the phone with a call center in the Philippines 10 times now. They will not transfer you to anyone who can resolve the issue. It's now Sunday. I'm on hold again. I have waited a total of 6 hours 45 mins and waiting trying to resolve this matter. I found an email address for the CEO Hussein. He doesn't return emails either. Funny thing is I paid extra for concierge serve. I can't believe I wasted that money. I also asked about a refund, they said it takes 3-5 days. I need my money back so I can make another reservation. MY ADVICE IS DON'T USE SUPER.COM”

Helpful Report

Posted 1 year ago

Hi Cheryl, We apologize deeply for the recent experience you had with our Support team. Your feedback is incredibly important to us as it allows us to identify areas of improvement. We want to clarify that it's a common practice for hotels to process their 3rd party bookings closer to the check-in date. At the time of your initial reservation, you received a reference number (B_xxxxxxx). However, hotels typically provide their Hotel Confirmation Number (HCN) closer to the arrival date. While some hotels might offer the HCN earlier, the timing can vary due to different property procedures. Please know that we strive to provide you with the necessary information as promptly as possible, and we apologize for any inconvenience caused by this process. Upon reviewing your case, it appears that our Support team has already resolved the matter and provided you with the HCN. We hope this clarifies your concerns, and we appreciate your understanding.

Posted 1 year ago

“I booked through Super Travel Dada Suites in Rome, arriving 10min after at the hotel. There was no one at the hotel. I called Super Travel immediately and two agents tried to reach out the hotel, also unsuccessfully. That alone should be enough for a refund. The invoice and payment proof of another place I had to second pay to sleep the night were demanded and sent to Super Travel. All sorts of problems were brought up by Super Travel to deny refund. Summarizing, it’s a SCAM by all means. Reservation B_10415569.”

Helpful Report

Posted 1 year ago

Hi Lucas, We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer. It's important to note that in the travel industry, certain situations beyond our control may arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. Thank you for bringing this to our attention, and we're here to support you in any way we can. Our Support team is currently working on your case, reaching out to the travel partner and the accommodation, and will be in touch with you shortly. We really appreciate your patience so far.

Posted 1 year ago

“Super.com sold me a booking for a hotel but the hotel did not honour my reservation. They told me Super.com is a scam. This was 100GBP. Do not book with this company. Immediately I sent Super.com a message but they did not reply.”

Helpful Report

Posted 1 year ago

Hi David, We are truly sorry to hear about your experience. We understand that you were disappointed with your booking. 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 understand that you are concerned about the possibility of being misled, and we want to assure you that this was not our intention. We are truly sorry that your experience did not meet your expectations. We are a legitimate company that has been featured in many reputable publications, including the New York Times, SmarterTravel, and Conde Nast Traveler. We source our hotel rooms from a variety of partners to get you the best rates, and we pride ourselves on our access to exclusive deals. In this case, nonetheless, we do not have a record of you contacting our Support team so the issue could be clarified with the hotel right then and there. We have now escalated it to our Support team who will work with the hotel and travel partner, and we will be in touch with you as soon as possible. We appreciate your patience and understanding.

Posted 1 year ago

“On July 1, 2023, my children and I attempted to check into the hotel i had "reserved" with this company. They advised me that there was no reservation and that the information provided during the numerous telephone calls were not valid confirmation numbers. The bargain room ended up costing almost $1000.00 after my brother had to pay for a room on top of what i had already paid for. Attempts get a refund from them have been unsuccessful. Do not use this company!”

Helpful Report

Posted 1 year ago

Hi Cynthia, We understand your frustration, and we're fully committed to addressing your concerns. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor. It's important to note that in the travel industry, certain situations beyond our control may arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. We truly apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. Nonetheless, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We hope this explanation clarifies the situation.

Posted 1 year ago

“This company is a joke. I’ve been trying to get my money back for over 2 months. I get the run around every time I call. I booked a hotel..the hotel didn’t have any hot water…it’s summer.. I checked out the same day. Contacted super travel and they said they needed an email from the hotel to refund my money.. Instead of them just confirming with the hotel like all other third parties do, they put me through hell..” Oh this wasn’t on there..oh that wasn’t on there” I bet I called the hotel at least 12 times..asking them to amend their email. Then after I got that done..they had another excuse and said they refunded the money to PayPal. Do not use super travel! Scam! I still haven’t gotten my money back”

Helpful Report

Posted 1 year ago

Hi Calley, Thank you for reaching out to us regarding your reservation. We are truly sorry to hear about the issue with hotel water at the hotel. While we understand that it is not the ideal situation, hotel quality is beyond our control. Hence we have procedures in place to ensure we provide a good experience to our customers. 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 no longer can 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future. Regards,

Posted 1 year ago

“Waste of time. You to try to book a room and they deny the request and advertise an increased price. Rebook, same thing again. Meanwhile they are charging my credit card for a service they are not providing. Yes, they reimbursed the amount but meantime my credit limit is affected. Only try if you are interested in wasting an hour of your time.”

Helpful Report

Posted 1 year ago

Hi Matthew, Thank you for reaching out to us. Please note that the rates you see online might be for the room only, without the details, therefore you must always be mindful that the rate might vary depending on the room, bed type, and meal plan you selected. They also could vary depending on the cancellation policy, if it is flexible or Non-refundable. In addition, we must bring to your attention that the hotel rates we sell are dynamic, which means they're always changing based on demand and availability. We do our best to find the most competitive rates but have no control over price fluctuations. We hope we were able to clarify it for you and look forward to having the chance to serve you in the future. Regards,

Posted 1 year ago

“BEWARE OF BOOKING WITH SUPER.COM—They make you pay in advance and the hotels don’t honor the reservation. I booked a room for July 8-9, 2023 at Cape Rey Carlsbad Beach in Carlsbad CA through Super.com. Upon arrival, I was told by the manager the hotel does not receive the bookings from Super and that this has been communicated to Super on multiple occasions. I was forced to book a room with the hotel on my own at a much higher rate, and at my own expense, even though I had already paid Super for the reservation. I did so at the same hotel. I called customer service and was told I would be reimbursed for the charges 3-5 days by emailing the receipt from the hotel for the charges I incurred. I did so the night my stay ended. After receiving no response, I followed up by email again… only to be told that the “hotel partner” indicated I was a “no show” and I would not be reimbursed (The receipt I provided was for the SAME HOTEL I BOOKED WITH SUPER.COM). I called again and was told that the decision was based upon the “Hilton Orlando” indicating I was a “no show”, a hotel more than 3,000 miles away from the hotel I booked. I have called 4 times over the last week. Each time I was told I would be called back within 45 minutes by someone who could help me. NO ONE HAS EVER CALLED ME! NO ONE HAS REIMBURSED ME!!! Aren’t there laws against charging people for services that are not provided?”

Helpful Report

Posted 1 year ago

Hi Mike, 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 was escalated to our Urgent Care team who has been able to resolve this issue for you and provide a full refund on July 29th. As informed earlier on another platform, it takes 3 - 5 business after the refund has been processed for the money to show on your account. Regards

Posted 1 year ago

“Booked a room for an extra week while in tunisia with them didn't go through so re tried and they took it out of bank twice and ended with 2 rooms email straight away and told me they would reimburse me in few days now home told they weren't reimburse me even have the message they said about me getting it”

Helpful Report

Posted 1 year ago

Hi Fiona, We are truly sorry to hear that you had trouble with your reservation. Please note 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. Unfortunately, because you've booked 2 non-refundable reservations, we are unable to make any changes to your booking without the hotel's written approval. The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. Alternatively, or 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.

Posted 1 year ago

“Be aware! I made a booking with them they show in the picture a different room with king size bed for 3 and then in the description shows a twin bed! How can 3 people fit a twin bed?! Hours to call them and by chat no help at all. I’m the booking they offered a VIP service that DOESNT EXIST! During checkout, you'll see the option to purchase our VIP program. This is a small, additional cost with several amazing benefits. Perks of our VIP program include: A free upgrade call on your behalf! We'll try to negotiate an early checkin, later checkout or even a better room entirely 24/7 concierge service Expedited customer support Free booking modifications (subject to approval by the hotel but no cost on our end!) THATS A LIE! When you asked to contact the hotel to get at lest the upgrade of the room. Cause that’s why I paid for this service they refused to call the hotel! So what did I paid for?? I asked if they have another contact for the vip agents and that doesn’t even exist! So why are they offering and charging for this service? FRAUD! Be really careful!”

Helpful Report

Posted 1 year ago

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 contact our Support team 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://help.super.com/support/solutions/articles/48001209680-how-to-contact-supertravel

Posted 1 year ago

“I booked 4 stars from Super hotel a 6 nights in Turkey through Kayak app. for our anniversary. After traveling for 24 hours the hotel couldn't allocate the booking and after 3 hours talking to Super hotel customer service and spending more than $150 of roaming calls they told me to go to another zero stars hotel or take your money back and when I requested to talk to a supervisor she told me he will call me after 3 hours and when I told her to transfer me to the survey she hanged up on me. Someone need to stop this false advertising and scam please. I spent more than $3000 and traveled across the planet to spend 6 nights for our anniversary and now i am staying in a hotel with 5 feet reception having washing machine next to the check in desk. This is not fair. My Super hotel confirmation number is B_10189305”

Helpful Report

Posted 1 year ago

Hi there, Thank you for reaching out to us about your reservation B_10189305. We are truly sorry to hear about your experience. 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 no longer can 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future. Regards,

Posted 1 year ago

“www.super.com We had a reservation done on a 3rd party travel site. The reservation was canceled by Motel 6 because my friend and his wife were put on a 60 day Do not rent list. I wasn't aware of it and they weren't either. The reservation was accepted by Super.com but was canceled by Motel 6. We were supposed to check in July 1st, 2023 and then check out July 6th, 2023. Super.com escalations told me that we aren't going to get our money back because they are a 3rd party booking company and that refunds are 100% nonrefundable. How is this ethical business practices? That's basically legalizing stealing from hard working people. Plus, after looking at their terms and conditions they say we agree to waive our rights to a specific arbitrator court system. We couldn't use the reservation and I work payday to payday to try to support myself and survive. The total cost of the reservation is $650 dollars. For me that's alot of money and to some people that's a little. But I live in Colorado and the cost of living in this state is outrageous. Dont forget about the working class who are trying to survive.”

Helpful Report

Posted 1 year ago

Hi Isaiah, 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 "Help" 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 1 year ago

“Be aware of super travel, i made a reservation by mistake with them and qhen asked for the refund they refuse to give me my money back . They are crooks no body does that now days , Be careful , their hotels are nasty not clean at all”

Helpful Report

Posted 1 year ago

Hi Siham, We are truly sorry to hear that you had trouble with your reservation. Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval. The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name. Alternatively, or 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. Regards

Posted 1 year ago

“Got a hotel through this site, arrived on a day, reception closed, and left on a street. Contacted customer service, told no refund as by the hotel rules. But nobody informed us that we have to check in before 9 PM, which should be done by super.com Also I was offered insurance for any inconvenience, but when tried to fill out a form no options to give an exact problem, so that company also told us, no refund”

Helpful Report

Posted 1 year ago

Hi Gertas, Thank you for your messaged and we are so sorry to hear about the inconvenience. 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. Thank you for your patience and understanding all throughout.

Posted 1 year ago

“As the hotel is booked, They take the money from credit card and they don't pay the hotel. So, the hotel charges because they have not been paid. ( that's what hotel told me). Basically, it's a double charge. stay away from this company. book from a reputable website. Their low prices are just to attract customers and do the same trick to their customers. When i called the hotel, they said the supertravel didn't provide a virtual card number and on the other side when I called the supertravel, they said that they paid them. It is just a game that hotel and this website play so that you would get tired of pursuing your money that is stolen by the hotel and this app. I have official proofs that I’ve been charged twice from both parties(supertravel and the hotel). Stop lying. This is not the right way of handling the customers. I was planning to use their site very frequently but after seeing all this, I would rather get my travel needs from the company that I can trust, not from the company that steals money which we have earned all this money very hardly. they are just bunch of thieves that opened up a company and trying to steal money from people. They correlate all of these stealing methods with the hotel and they do the same thing with everybody who goes to that hotel and the hotel knows how to handle them along with the super travel. both of them charge and the person is left with double charges.”

Helpful Report

Posted 1 year ago

Hi Leonard, 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. Thank you for your patience.

Posted 1 year ago

“Do not use this company for any hotel stays!!! I would rate this company below a 1 star if I could. I generally do not write reviews but their LACK of customer service is beyond any I have ever experienced for a hotel stay. I checked into Sonesta Suites while waiting for an apartment with my 2-year-old and noticed the room had roaches and was unclean. In order to change to a different room, I could only go back through Super Travel, who did not pick up calls even after a couple of hrs. Finally, we were given a different room which was also unclean and even had a joint on the table (I have pictures). Because I had to go through the same process, a long hold time, I checked out on the same day I checked in, with no call from Super Travel to try and resolve the situation. From 06.09 until today 6.17.2023, I have only gotten a run around each time I have called, I have been told a supervisor will call (they have not), was told I would receive an email on yesterday 6.16.2023 (they did not), and in between trying to get someone to answer (it's become a part time job!) or when they do, it's always the same script..."We will have a supervisor call you" and when pressed for a number of someone who can actually help...I keep being told, "It is not our protocol!" In the meantime, I do not have my refund for the six days I had reserved, have spent hours attempting to get this situation resolved, through no fault of my own, and was totally inconvenienced. Luckily, I did have money to make another reservation, but if not, this would have been a major problem. Even today I was told a supervisor would get back to me by 12:30, and of course no call!! Just empty promises! Save your money and future frustration!! Also I am writing a review on BBB and other travel sites.”

Helpful Report

Posted 1 year ago

Hi Amelia, Thank you for reaching out to us regarding your reservation. We are truly sorry to hear about the inconvenience Please note our amendments team is already working with our travel partners to provide you with a resolution at the earliest. For non-refundable reservations, it is imperative for us to negotiate that refund on your behalf. We appreciate your patience and you will hear from us shortly. Regards,

Posted 1 year ago

“Nightmare ! I used this booking company. They booked the wrong location and the wrong room. Called them immediately when I opened my reservation email. They wouldn't change to correct locations. I didn't not get to stay in hotel. Said they would refund my money in email. Have not received it. I would not recommend using this booking company. If they make a mistake you will spend hours on hold, with nothing corrected or made right !”

Helpful Report

Posted 1 year ago

Hi Janet, Thank you so much for writing in and we are so sorry to hear about the issue with the 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. 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 1 year ago

“Alert for all travelers: don't ever book with SuperTravel. After booking with them and being charged we were told upon the arrival at 2 am that there is no hotel anymore. SuperTravel didn't help to rebook and left us on Brooklyn streets for the whole night”

Helpful Report

Posted 1 year ago

Hi Liza, 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. It is noted that you were fully refunded and granted compensation. We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

Posted 1 year ago

“I had made a reservation for my stay through super.com, but when I followed up with the hotel regarding my booking, they informed me that they had not received any reservation from super.com. This led to a prolonged back-and-forth between the hotel and super.com for over a week. Super.com repeatedly assured me that the booking would be confirmed soon and attributed the delay to potential issues with third-party reservation websites they work with. As my trip was intended for business purposes, the hotel eventually provided me with a link to directly pay them the required amount in order to secure my stay and avoid being left without accommodations. So I ended up paying twice for my booking, Despite reaching out to super.com, I have not received any response from them so far. The hotel confirmed that I should be getting a refund from super.com as they haven't received any booking from them! B_9103204”

Helpful Report

Posted 1 year ago

Hi there, 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_xxxxxxx you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN). In this case, since you booked a Non-refundable room, we can only issue a refund with the hotel's approval. Our Amendments team is currently reaching out to the accommodation on your behalf to request an exception to be made. They will follow up with you as soon as possible. We appreciate your patience so far.

Posted 1 year ago

“Scam The booking with Holiday Inn Melbourne airport was never booked yet I had paid with my company purchase card”

Helpful Report

Posted 1 year ago

Hi Kingsley, Thank you for reaching out with regards to your booking. 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. We do see that you have successfully booked a reservation for today, May 29th. 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. Thank you for your patience.

Posted 1 year ago

“Other then the company being a scam, I have nothing good to say about my experience. I cancelled a hotel reservation in France 48 hours after making it. You have no one to speak to, only chat. After many hours of chat and never receiving a confirmation for the reservation or a cancellation. Yesterday I received a welcome for my expected stay in France. I’m not in France. The trip was cancelled weeks ago. Got back on the extremely frustrating chat line again.. Still no refund or satisfactory result. SCAM”

Helpful Report

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